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Louisville Water Company

Phone: (502) 569-3600 Fax: (502) 569-0806 View Additional Phone Numbers 550 South Third Street, Louisville, KY 40202 http://www.louisvillewater.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Louisville Water Company meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Louisville Water Company include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 87 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

87 complaints closed with BBB in last 3 years | 47 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 56
Delivery Issues 0
Guarantee/Warranty Issues 1
Problems with Product/Service 30
Total Closed Complaints 87

Customer Reviews Summary Read customer reviews

11 Customer Reviews on Louisville Water Company
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 11
Total Customer Reviews 11

Additional Information

BBB file opened: January 01, 1977 Business started: 03/06/1854
Type of Entity

Corporation

Business Management
Mr. Spencer Bruce, Interim CEO Mr. Greg Schmitt, Customer Service Manager Mr. Dave Vogel, Vice President/Customer Service
Contact Information
Principal: Mr. Spencer Bruce, Interim CEO
Customer Contact: Mr. Greg Schmitt, Customer Service Manager
Business Category

WATER COMPANIES-UTILITY


Customer Review Rating plus BBB Rating Summary

Louisville Water Company has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 550 South Third Street

    Louisville, KY 40202 (502) 569-3600 (502) 583-6610 (800) 752-6007

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/26/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: See attachment - I paid Lou. Water Co. full price for my service 5-10-16 for 62.00. When I got my bill in 3-8-16 I called Water Co. and cancelled out the water service line coverage (sic) monthly and cancelled that Insurance on my plumbing 3-8-16. I didn't want no longer. The water Co. says I owe the insurance plumbing. I have done business with Water Co. for years. I called plumbing Insurance said I don't owe Ins. they cancelled when I called 3-8-16. I called ******** Ins. place said they mail 54.00 to Lou. Water Co. I mail a letter to BBB Ct. they mail a letter to the Ins. Plumbing and the Ins. call me and they said don't worry about the 54.00 they mail a check to Lou. Water. Co. The Lou. Water Co. they said I still owe them. I am not going to pay them. I gave the Water Co. and that Ins. Co. 2 months a head to cancel out. I have been with Lou. Water 46 years. I am an old lady and I don't need to be treated this way. Please help me. I payed my water bill 7-11-16 $74.00. This Lou. Water Co. is making me sick and nervous.

Desired Settlement: Please help me.

Business Response: July 20, 2016




****** ** ********* **** ****** ***** *********** ** ********** *** ******* ** *********** **** ****** ** **********

I am in receipt of your inquiry to the Louisville Better Business Bureau received July 19, 2016 regarding the $54.94 ********e charge that was on your May 2, 2016 billing statement. A credit was issued to your account on July 11, 2016 in the amount of $54.94 and we have confirmed all ********e services have been cancelled.

A billing statement was sent on July 1, 2016 that does not include any **** ***** charges. A payment in the amount of $74.47 was received on July 14, 2016 which brings your account to a $0.00 balance.

I apologize for the delay in your credit being processed and appreciate you bringing this to my attention. You are a valued customer and we appreciate your business.

Sincerely,



**** *******
Manager, Customer Service

Consumer Response: [See attachment]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** *********




 

6/23/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On December 7, 2015 our irrigation system meter was deactivated upon our phone request to the Louisville Water Company, after our system had been shut down and winterized. Subsequently I received a bill dated 3/30/16 in which the water company billed me for 9000 gallons of water usage on that meter. I have made several phone calls to explain that the system was never turned back on and have made several requests for a credit and revised bill. On June 2, 2016, after no resolution and several conversations with customer service reps, my husband and I went to the Louisville Water Co. in person and spoke with 2 representatives about the issue. They agreed that the meter was not activated and that despite the initial meter reading and subsequent follow up meter reading that they could confirm that there has not been water usage on that meter. They confirmed "0" gallons of water usage and said they were sending a request to billing and further explained we should receive a corrected bill within 5-7 business days. That never happened. In fact, after several more phone calls, the last email I received from the water company, after making an email inquiry on the status, was that after review they are standing with their re-reading of the meter on 4/13 and will not adjust the bill. Again, this is after the representative at our in person visit confirmed that it indeed showed "O" gallons used despite what any meter reading had shown. Today, pursuant to a phone conversation with customer service, I was told it is now being reviewed again by a supervisor. I have been working on this by phone, email and in person for over two months now. Unfortunately, at this point I see no other option than to file this complaint in the hope that I can get reimbursed/credited for cost of being charged for 9000 gallons of water that were never used. We have confirmed that there is not a leak, as the following bill showed "0" gallons used, which should additionally confirm that this is a problem with a incorrectly read meter previously. Thank you for your assistance in getting this resolved.

Desired Settlement: Resolution

Business Response: June 21, 2016




***** ******* **** ******** ****** *********** ** **********


RE: Account #: **********

Dear Petra *******:

I am in receipt of your inquiry to the Louisville Better Business Bureau dated June 21, 2016, regarding the length of time it has taken to correct the usage on your irrigation meter.

Corrections have been made to your account to remove all late fees and the usage/service charges on your irrigation meter you requested to be turned off on December 7, 2015. As of today, the balance due is $134.64.

Our goal is to provide quality water and service to all of our customers and we failed to execute the level of service when we spoke with you regarding this issue. I apologize and appreciate you bringing this to my attention. You are a valued customer and we appreciate your business.

Sincerely,



**** *******
Manager, Customer Service

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *******




 

6/23/2016 Billing/Collection Issues | Complaint Details Unavailable
6/17/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I don't have account with louisville water company at **** ********* ***** ********** ** ***** but the Louisville water company gave me a account number and continuous charges to the account and make me pay for which I should not have to.

Desired Settlement: I want to know why do they do that ? is it lawfully for them to do that?

Business Response:

**** *** *******

The drainage account in question, was established by our sister utility, Louisville ***, through PVA research.  You are being charged drainage fees for the property at **** ********* ** because, according to PVA, you are the owner of the property.  As indicated by the attached document, you signed the deed to this property on December 27, 2006, and it was recorded on January 24, 2007 ***** **** ***** **** ****).  *** is legally bound to charge drainage fees as mandated by KRS Statute Chapter 76.

Please contact****** ********* at Louisville *** if you have further questions or concerns about the charges.  He can be reached at********* 

Sincerely,

***** ***

Manager, Business Operations

 

 

Consumer Response:

******* ******* ** ****** 

I'm not living in this house for over the years and water supply was cut off and lock out by Louisville water company. but I'm still getting bill and collection from this company. They make up account number for my home and keep sending bill which I should not have a account for this home at all. account#***********

I want to have this account close and do not send any more bills as It shouldn't. This is the new Bill I received.

Business Response:

 

We have reviewed the recorded call dated 12/10/2015 at 9:50am from ******** ****** requesting to start service at her old house located at **** ********* *****.  She advised during this phone call she wanted to turn the water back on so she can sell the house.  She was advised of the $30.00 activation fee and $50.00 deposit and water was turned on the following day.  There has been water usage but no payments have been made on the account.   Water service is still active for this address, however you are subject to disconnect due to the past due balance on the account.  If you want to stop water service please contact our office at 583-6610. 

The balance due on the account as of today is $348.91

Sincerely,

**** *******

Manger, Customer Service

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

water have never turn on at my house as requested and  it's has been locked out by Louisville water company.

 

 

 

 

Regards,

******** ******

Business Response:

Dear ******** ******,

 

An account was established by our sister utility, Louisville MSD, by Property Valuation Administration (PVA) research.  According to PVA, you are the owner of the property located at **** ********* ***** (Parcel **************), signed deed dated December 27, 2006, recorded on January 24, 2007 (Deed Book ****, Page ****).  As the owner of the property you are responsible for paying storm water/drainage charges.  Louisville Water Company bills on behalf of MSD and MSD is legally bound to charge this fee as mandated by KRS Statute Chapter 76.

 

Service was disconnected, locked, and plugged on November 19, 2015 due to water service being found on without our authorization and due to non-payment of the account.   A payment was received on November 25, 2015 which paid the account in full. 

 

On December 10, 2015 at 9:50am we received a phone call from you that originated from 502-836-9790, requesting to start service “at your old house located at **** ********* *****, so you can sell the house”.  We advised the $30.00 activation fee and $50.00 deposit and water was turned on the following day.  There has been water usage but no payments (water or storm water) have been made on the account.  Water service is scheduled to be disconnected and plugged today due to non-payment. 

 

Based on the PVA results and the recorded phone call requesting service the charges are legitimate and owed.  The balance due as of today is $393.91.

 

Sincerely,

 

**** *******

Manager, Customer Service

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

water was never turn on next day or ever and there are no using as Louisville water company said. We were waiting but never have anybody come out can't call customer services always busy keeping on hold for hours. I need paper work and who did said water

was turn on and water statements for all the usages that they said.


Regards,

******** ******

5/25/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My water bill normally runs around $100 a month. Last Fall I received a bill for over $2000 for one month's service. A leak in an unused toilet in the basement was determined to be the source. I mage the repairs and showed the bill for the repairs in person. I was assured an adjustment would be made and a payment plan would be established. They continued to bill me over $500 per payment period. They never established a payment plan and assured me no turnoff would be initiated. I received a bill for $505 dollars this pay period which I scheduled to be paid on their designated due date of 5-25-16. Yesterday my water was turned off without notice on the 12th of May and I was told it would not be turned back on until I paid at least $315. I made the payment by authorizing a draft on my checking account, and I still have no water. The company has acted in an arbitrary and capresious manor

Desired Settlement: Return of water service.

Business Response: May 13, 2016



******* ******* **** ******* **** *********** ** ********** *** ******* ** ***********

Dear ******* *******:

I am in receipt of your inquiry to the Louisville Better Business Bureau dated May 13, 2016, regarding your service being turned off due to non-payment.

A courtesy leak adjustment was processed on your account on 11/02/2015 and 12/07/2015 for a total of $682.03. Payment arrangements were placed on the account and reflected on your 01/08/2016, 03/07/2016, and 05/04/2016 billing statement in the amount of $207.49. Full payment each month was not received which is why your service was disconnected.

A payment in the amount of $315.00 was received on 05/12/2016 and another $315.00 payment was received today. Water service will be restored by 11:59pm today. As a courtesy we have adjusted the $45.00 disconnect fee.    

Sincerely,



**** *******
Manager, Customer Service

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I received a bill that said I would have to pay  $505 by May 25th. I scheduled a payment for that amount the day I received the bill to be paid via ACH on the 25th. On May 12th without any written or verbal notice my water was shut off. I made arrangements with LWC for a draft on my banking account for$315 on May 12th to get my water turned back on. May 13th my water had not been turned on and my bank told me they had no record of any ACH transfer being arranged the previous day. I went to the LWC and paid them $315 in cash and requested my water be turned on. I was told they would try to do it as soon as possible. Water service was restored on May 13th around 5PM.Today the bank ACH I authorized on the 12th was put through so they have been paid twice for the same service $630. I was never informed I was in jepordy of a turn off action. The last bill I received for $505 was already scheduled to be paid when my water was shut off. I have overpaid LWC $125 and I have never been given any explaination for their action other than they can shut off water without notice if you're on a payment plan. I was never given a payment plan to review or agree to. The LWC simply feels they can charge what they want, do what they want and not account to anyone for their action simply because they are a utility company owned by the City of Louisville.

******* *******
Regards,

******* *******

Business Response: May 17, 2016



******* ******* **** ******* **** *********** ** ********** *** ******* ** ***********

Dear ******* *******:

I am in receipt of your response to the Louisville Better Business Bureau complaint filed on May 13, 2016.

A payment was made in the amount of $315.00 via our automated phone system at 10:30pm on 05/15/2016. A confirmation number of ********** was provided. Since this was a check by phone the funds are not immediately withdrawn from your checking account, however the payment was reflected on your Louisville Water account immediately.

A requested was made on 12/03/2015 to set up payment arrangements for 6 months, which was done and were reflected on your 01/08/2016, 03/07/2016, and 05/04/2016 billing statements in the amount of $207.49. The billing statement dated 05/04/2016 included the following message, “Previous balance is subject to disconnect.” It also reflects the previous balance of $424.36. Full payment each month was not received which is why your service was disconnected.

We have requested a refund check be mailed to you at the above address in the amount of $128.66. Please allow 10 days to receive the refund check.

Sincerely,



**** *******
Manager, Customer Service

4/25/2016 Billing/Collection Issues | Complaint Details Unavailable
3/10/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am a senior citizen and I get social security on the 3rd of the month. My water bill is due on the first of the month causing late fees for me to pay. I have called Louisville water company many times and asked them to change the billing due date to one that I can pay without having late fees .They refuse saying this can't be done! I have explained to them that I only get a very small amount of money to live on each month and these late fees do cause me a hardship The late fees for this bill is $4.33 I take pride in paying my bills on time each month but the water company makes it impossible for me to do this. I also am afraid they are turning this over to my credit report as being late. I know there are many other seniors and those living on fixed incomes that are being forced to pay late fees by the water company. I do not feel this is right for there is no reason they cannot change their due date other than they are being greedy and taking advantage of seniors and others on fixed incomes. Please any help you can give me would be greatly appreciated

Desired Settlement: I'd like a refund of all the late charges they have forced me to pay! I would like the water company to change the due date to a later date during the month so I can pay my water bill on time. the 20th of the month would work. I pay my water bill through my bank account

Business Response: March 4, 2016



***** ******** ***** ******** *** *********** ** **********



RE: Account #: **********

Dear ***** ********:

I am in receipt of an inquiry to the Louisville Better Business Bureau dated March 3, 2016, regarding your request to change your due date.

In order to have a preferred due date, you may set up automated payments via our website, louisivillewater.com. We have not reported you as late to consumer reporting agencies.

We have adjusted the late fee assessed on February 12, 2016 in the amount of $4.33 as a one-time courtesy. The balance of $99.81 is due on or before March 4, 2016.

Sincerely,



**** *******
Manager, Customer Service

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This does not fix my problem they water co is only taking the last late fee off for one month and the late fees will be applied for every month after that .  the water company is demanding that I set up auto pay with them  through my bank and if I do  this they will change the due date. I do not wish to give my bank information or my credit card information to the water company and I don't feel I should have to.  My bank is forced to write them a paper check  that takes 5 days to reach them and be posted to my account. The water company does not accept payments electronically from my bank and I should not be charged for this.    It seems to me the water company is doing this on purpose in order to charge late fees  This is not Fair!! 
Regards,

***** ********

3/2/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In recent time the Louisville Water Company sent me a water bill of 41264.65 which I believe the amount in question is too much for my water consumption. Prior to submitting this bill I received a bill of 171.00, bill date was 11/20/15 which I also paid. upon the receipt of said bill I did not read over to know what was it about due to as far as I am concern every two months I receive from this company. To my surprise, this bill sent to me was estimated without any justifications but to realized that they again sent me a bill of 4 1264.65 for the same month I have already paid for since two months ago. An explanation telling me that must pay $1264,64 prior to Feb. 10, 2016 and failure to do so it will into service interruption, upon getting the information I called office to inquire why such a huge amount? The customer told me that some part of November a volume of water passed through my water meter equivalent to 164,000 gallons but I at the time they sent me my bill they did not realized this occurrence because my previous consumption and bill were estimated. when I asked why the meter reading was estimated, there was no justification but all they want me do is to pay amount. My concern on this issue is I how can I pay such a huge money which water I did not consume? The company did not notify me of any reason why my bill for that month was estimated, according to them a volume of water 164000 did pas through my meter but they did not catch it, But; after they realize no communication or notice was sent to me to that effect, I believe this company may have done something to my meter that caused abnormal reading of my meter and they want to charge for that, the company can not explain to why she was unable to read my meter at that time, two, no further notice was sent to me regarding what has happens two months ago. Do I not deserve consultation with respect to issue of such? I have a total family members of 7 including 5 kids who are school going, who need water to stay healthy including me and my wife how do they expect us to survive if the shut down our water on false bill sent to me. I need somebody intervention or else the company going to cause disaster to me and my family.

Desired Settlement: I need reasonable justification for billing an estimated bill, why I was not contacted when the actual reading was done regarding the abnormality of huge water amount? How can they want me pay such amount when I know I did not consume such amount of water. I suspect the company may have played some kind of game with me simply they want get money from me like that.

Business Response:

******** *** **** ****** ***** **** ****** *** ** *********** ** **********



RE: Account #: **********

Dear ****** *****:

I am in receipt of an inquiry to the Louisville Better Business Bureau dated February 18, 2016 regarding usage at the address above.

A customer service representative spoke with you on February 19, 2016 and during that conversation it was discovered you had a toilet leak which recently was fixed. As a courtesy, we offer an adjustment to our customers when a leak is found on the customer’s side and repaired. In order to review your account for this courtesy adjustment we need a copy of the repair invoice. This invoice can be faxed to use at ***** ******** or it can be mailed to:

Louisville Water Company
***** **** *** *** * *** *** *********** ** *****

Please allow 4-6 weeks for this adjustment to be processed.

A payment extension has been placed on your account until March 15, 2016.


Sincerely,



**** *******
Manager, Customer Service

3/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 02/10/2016 I made an online payment towards my account iao $375.21, check my bank account the next day and realized the water company made a double charged my card. I called the water company and spoke with a representative by the name of ******** on 02/11/2016 who ensured me that she would put a rush on the check since she could not reverse the money back to my card. She explained that was there refund process. She also stated they would be keeping partial of the doublecharge that was unauthorized and refunding me back the credit balance that appeared on my account. On 02/15/2016 I had yet to receive my money. I called the water company and the representative by the name of ********* whom I spoke to stated the check has not been requested and placed me on hold to search for a supervisor. After being on hold for 10 mins I disconnected the call, and did not receive a call back. Poor Customer Service. On 02/18 I spoke to a representative by the name of ******** who stated the check had yet to be processed. This makes the 3rd person Ive talked to and my check has yet to be processed for my UNAUTHORIZED TRANSACTION. She placed me on hold for 12-15 while doing research. She got back on the phone and stated that the check was just processed and it will be put in the mail tomorrow (02/19/2016). I asked to speak with a supervisor. She proceeded to tell me the supervisor and senior floor rep will say the same thing and would not get me a supervisor on the phone. She then could not tell me a turn around time for checks in the mail. AFTER I stated I work for a billing company and gave her an example of a turn around time for checks, she then stated it will be 7-10 days for the check to arrive.

Desired Settlement: I would like my refund expedited and I would like the amount of $375.21 that was illegally charged to my card and not the $172.71 that resulted in the credit on the account AFTER the unauthorized double charge.

Business Response: February 22, 2016



***** *****
**** ********** *** *********** ** ********** *** ******* ** *********** **** ***** ******

I am in receipt of your inquiry to the Louisville Better Business Bureau dated February 18, 2016 regarding a duplicate payment being process on your account and the service you received when contacting us.

After researching your account you submitted two payments via the website, seconds apart from each other, on February 10, 2016 both in the amount of $372.71. The payment information was as follows:

Date/Time                                         Amount                                        Confirmation #
02/10/2016 / 11:55:12 PM                $372.71 + $2.50 fee                      **********
02/10/2016 / 11:55:13 PM                $372.71 + $2.50 fee                      **********

A refund check in the amount of $172.71 was requested on February 19, 2016. Please allow 7-10 days to receive the refund check at the above address.

I apologize your inquiry was not handled correctly when you contacted us on February 11, 2016 which resulted in you having to make a follow-up call. As a courtesy, I have adjusted all late fees accessed to your account over the past 12 months for a total of $26.01. This credit can either be refunded or it will automatically be deducted from your next bill.


Sincerely,


**** *******
Manager, Customer Service

2/17/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In 2006 the Louisville Water Company acknowledged that a bill for dates of service that covered a extremely short time frame was excessive. A period of 4-6 weeks produced an excessive bill of over $1,500 which was investigated and found out to be due to a major water leak and faulty pipes. The home owner contacted the water company and MSD, and was told repairs would be multiple thousands of dollars. The home owner would be responsible for the pipe and leak repairs per MSD. The property was sold due to the conditons, no repairs done to the underground pipes while I was a tenant there for the 4-6week timeframe. The owner of the property at the time contacted the water company about the repairs, and putting the bill in their name o that they could be responsible for the matter. However the water company chose to stick me with the excessive bill regardless of the major leak findings and the property owner taking responsibility of the charge. Over a ten year period the water company made no efforts to help resolve the matter with the then owner at the time. Ten years later I again personally contacted the water company the week of 1/19/16. A very nice representative took my call and understood the situation. She stated that she would have collections to contact me to discuss a resolution and assistance on the matter. Today the week of 1/25/16 was contacted by collections. The woman that called said that there is nothing that could be done until repairs were made to the leak. I informed her that the house has not been lived in since 2006 & that the house has been sold and bought by multiple owners. So there is no way for me to contact multiple home owners over the years of that property to get information about any repairs to the major leak under the home from ten years ago. The water company should have repair information for that address by now being that the property has had multiple owners since then and they are providing water service to the tenant the last ten years. They can't sau that the repairs have not been made and that their has been a ten year major leak ongoing. She stated that the bill would remain until paid in full then, also that I still can't get new service until it is paid. This woman offered no other solutions, resolutions, no bill payment options or anything at all whatsoever. She also stated that they would continue to contact me until the bill was paid. I informed her that she should note my account with the information I provided, and that they should have notes on record from the homeowner as well from 2006 communications with the major leak issue. After a few minutes I told her since she was not able to assist in any solutions that I would contact an attorney to review options. The representative said that's fine, and I said okay well thank you for your time, and the representative hung up, very rude hanging her phone up. No thank you for calling, no goodbye, just hung up loudly were I could hear the receiver hit the base. Very unprofessional, I would think the water company would have professional people trained in customer service to handle their business calls. Especially since you provide a service to the public, obviously some of your workers tend to take out their job frustrations on customers. My further communications will no longer be through your rude unprofessional collections department. If that is the water companies way of handling business then no wonder they have ongoing issues with customer complaints and disputes.

Desired Settlement: Hopefully someone better trained in dealing with accounts and professionalism can contact me to review and try to resolve the matter accordingly. Thank you.

Business Response:

**** *** *****,

Thanks for contacting us regarding your high bills from previous service at *** * ******** *******  As discussed in our phone conversations, we have adjusted the two high bills caused by the leak at the property and all of the fees on the account.  I sincerely apologize for your customer service experience and am happy to help when you set up future service with us.  Please contact me at ******** if there's anything else I can do to help assist with this issue.

Sincerely,

***** ***

Manager, Business Operations

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action may be able to be resolved in response to  my complaint. I would like to see a breakdown in what the remaining charges are for, itemized and dates of service. Due to the fact that the charges post adjustment seem to still be extremely high for dates of service that should not have exceeded a 6-8week timeframe after speaking with the owner of the property from 2006, monthly bills did not typically exceed $100. Thank you for your additional assistance in the matter.


Regards,

****** *****

2/11/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The water company has shut my services off on 2 different occasions for non payment. I am not receiving a bill in order to pay the bill. As soon as they have shut me off I have paid it immediately. in January 2016 when the 2nd shut off happened I paid and called the company to let the know something is going on with my bills. They asked me what the address is for the location and my address matches on file they said they would not refund any fees because it was not their fault so I simply asked for my due date so I could write on calendar so I would remember to pay online so this issue would not happen anymore. well 2 days ago I received a bill from the company I logged in to pay once logged in I notice that the account number that was on the recent bill the name did not match up that when I looked at the bill and noticed it was my neighbors bill. so I called Louisville water company and told them my complaint that bills are going else where by the post man or something which again was not my fault and I asked for my fees credited to my account they said they could not because it was not their fault but again not my fault either so why penalize me I asked for a supervisor was put on hold for 10 mintues no supervisor came back to phone the same woman and said sorry. so contacted the BBB to get my late fees and reconnect fees back for 2 months

Desired Settlement: monies credited to my account late fees and reconnect fees

Business Response: ******** ** **** ***** ***** ***** ******* ** *********** ** ***** *** **** ** **********

Dear ***** *****:

I am in receipt of your inquiry to the Louisville Better Business Bureau dated February 3, 2016 regarding your service being disconnected due to non-payment.

We have confirmed your billing statements were processed and mailed to the address above. As of today, we have not received any return mail. You may want to contact your local post office with your concerns of not receiving mail. You may also want to consider signing up for electronic statements. Simply visit our website, louisvillewater.com, click LINK – View Account and follow the registration steps.

As a one-time courtesy, we have adjusted the $45.00 disconnect fee and the late fee in the amount of $11.34.

You are a valued customer and we appreciate your business.

Sincerely,


**** *******
Manager – Customer Service

2/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Water meter leaking on the outlet side of the meter at the coupling. I called customer service Monday January 25th @ 1:15 p.m. I was on hold for 1 1/2 hours (2:45p.m.) and also to raise my meter up to ground level. The lady said she will fill out a work order and some one would repair it in 24 hours.Well it's Friday the 29th @ 1:11pm and still not repaired. I'm currently on hold again with the water company for 20 minutes now and still counting so I thought I would file a complaint.

Desired Settlement: Fix the leak and raise the meter!

Business Response: ******** ** **** ****** ** ********* **** ********** ***** *********** ** ***** *** **** ** **********

Dear ****** ** *********:

I am in receipt of your inquiry to the Louisville Better Business Bureau dated January 29, 2016 regarding the water meter leaking on the outlet side of the meter at the coupling and your difficulties in speaking with a customer service representative.

Our records indicate you contacted us on January 25, 2016 at 2:43pm to report the leak at the meter. A representative came out the same day at 11:27pm to examine for leaks and at that time found nothing wrong. On January 29, 2016 at 1:35pm you contacted us to see when someone would be out. The customer service representative advised we had already been out but set up an appointment for a representative to come and meet with you.

On February 1, 2016 a representative met with you and found the outlet coupling was leaking and gasket was worn. We replaced gasket and the drip stopped.

I apologize you experienced a delay in your call being answered. Our goal is not only to provide quality water but service and unfortunately we did not meet your expectations. I appreciate your feedback.

You are a valued customer and we appreciate your business.

Sincerely,


**** *******
Manager – Customer Service

2/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Started in December when after several times asking water company to check why my bill was so high for the last year I finally checked the meter myself with my water off it was still running as well as my neighbors. I called the Water Co. out to check and they said it was on my side of the line. Unusual for both residents to have leak don't you think? They assured me it was on my side. I called plumber out , they dug up line and tested(at a cost of $645) . Said it was on water companies side. Called water company back out and after a week or so they finally fixed. They put a hold on my bill until next billing cycle and said it would be revised. Then come January they send me a bill for $602.00 (late charges Added as well) I have called several times and can not seem to speak to someone in charge of adjustments. This has obviously been leaking for over a year and feel like if anything they probably owe me several hundred dollars. No luck yet, they said would have someone from adjustments call me last week.

Desired Settlement: I know the average amount used by others in the neighborhood. I have in the last year purchased a high efficiency washer, low flow shower heads and diffusers, and a rain barrel for my small yard. All this in an attempt to lower my bill which has averaged 120-180 dollars every two months. I would like them to compare the averages and issue me a refund for over charging me and dismiss the current bills they have added late charges and unused water to.

Business Response: ******** ** ****



****** ** ******** **** ***** ******** ***** *********** ** ********** *** **** ** **********

Dear ****** ** ********:

I am in receipt of your inquiry to the Louisville Better Business Bureau dated February 2, 2016 regarding a leak on the meter tail piece.

A company leak adjustment was posted to your account in the amount of $260.37. We have also adjusted the January 2016 late fee in the amount of $13.81. Our claims department issued a check for the plumbing invoice on January 28, 2016 in the amount of $645.00.

Sincerely,

**** *******
Manager – Customer Service

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I do not think this is a fair settlement. You are asking me to pay $328 for 4 months of service? This does not sound correct to me. This should be much lower than $300. I have made costly upgrades to my plumbing and washing equipment to try to reduce this bill. Multiple times in the last years I have asked the water company to look at why my bill was so high, the first time they stuck a note on my door and replied they rechecked the meter. I was home and sitting next to the door and find it hard to believe they did anything.

You wanted me to pay a $13 late charge for my bill? What about my late charge for having a plumber check your leak that you assured me was on my side of pipe? I was out $645 for 2 months during the holidays. Not to mention the several times I have had to call your customer service (over 5 times now) sit on hold for 20 plus minutes only for them to tell me someone would call me from adjustments and never get a response? Only now that I have made a complaint through the BBB you have chosen to resolve this matter. I need a more realistic bill in writing sent to my address.

Regards,
****** ********

 

 

2/3/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When I received a bill this past fall for $353 (or 7 times higher than any I'd had in the past) I spent 3 hours on the phone trying to understand what was going on. Finally reached **** ****** on 11/19, who told me not to pay anything at the moment while the adjustments committee reviewed the account. He reassured me that a) there would not be an amount considered past due until the committee resolves the issue, and b) he would stay close to the account status and get back to me as soon as it was resolved. I heard nothing until receiving an automated phone call today indicating that unless I paid my bill by 1/15 the water service would be turned off. I spend another hour trying to reach a company representative today, and once I did the person disconnected me after getting my information and putting me on hold to access the account. An hour later I was successful in reaching compassionate *****, who ultimately declared "It's not my problem to solve" and urged me to pay my bill. I'm aware of no sincere attempt to resolve the grossly overstated bill, and the company has failed at every turn to responsibly communicate with me. I don't want my water service to be turned off this Friday, but refuse to pay a bill that is not accompanied by reasonable justification for the amount, and from a company whose customer service department consistently lacks proper quality and quantity of staff.

Desired Settlement: Do the right thing. Be a responsible service provider.

Business Response: ******* *** **** **** ***** **** ****** **** **** ********** ** ***** *** ******* * **********

**** **** ******

I am in receipt of your inquiry to the Louisville Better Business Bureau dated January 12, 2016 regarding the timeframe for the courtesy adjustment to be processed due to an underground leak and the level of service you received when contacting us.

Louisville Water Company provides a courtesy adjustment to our customers if a leak is found on the customer side and repaired. We have received a copy of the repair receipt from ********* and issued a courtesy leak adjustment on January 15, 2016 in the amount of $212.71, which brings your balance due to $232.44. If you need to spread this amount out over the next few months please contact our Customer Service Center at ***** ******** and request a payment arrangement.

Our goal is to provide quality service to all of our customers and we failed to execute when we spoke with you earlier this month. I apologize and appreciate you bringing this to my attention.

You are a valued customer and we appreciate your business.

Sincerely,


**** *******
Manager – Customer Service

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,
**** *****




 

2/2/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Twice now the Louisville Water Company has made an error processing my payment, blaming the my bank and/or me each time for returned payment. I contacted my bank immediately and they showed no record of Louisville Water Company attempting to withdraw funds. Amazingly, I have never had this problem before with any other service. Each time, due to the "returned payment", I have been charged a $30 fee for their processing error. I AM NOT GOING TO PAY THEM A $30 FEE FOR THEIR ERROR AND CONTINUED INCOMPETENCE.

Desired Settlement: I demand that the $30 fee be removed immediately and that they stop threatening to shut my water off for their billing and payment processing errors.

Business Response: ******* *** **** ***** ** ***** **** ********* ** *********** ** **********



*** ******* ** **********

**** ***** ** ******

I am in receipt of your inquiry to the Louisville Better Business Bureau dated January 19, 2016 regarding the $30.00 return check fees assessed to your account due to your payments being returned.

******** ******, Remittance Supervisor, left a voicemail to discuss your inquiry on January 19, 2016 but has not heard back from you.

Two payments made via our website were returned due to bank account not found. Anytime a payment is returned a $30.00 return check fee is assessed.

Date               Amount          Bank Account
8/23/2015          158.21          **********
12/23/2015        137.09          **********

Two payments have successfully processed.

Date               Amount          Bank Account
10/9/2015          7.91            **********
1/13/2016          137.09        **********

The last digit of the bank account number, you entered via the website on the payments that were successful is one digit off.

As a courtesy, we have adjusted the return check fees. If information you enter via the website is incorrect going forward we will not be able to make any adjustments to the return check fee.

Sincerely,


**** *******
Manager – Customer Service

2/2/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I own a rental property at ***** *** ***** which my mother-in-law rents from me. The bill is in my name but she is responsible for the bill as per her rent agreement. From October to December the Louisville Water Company billed for 28000 gallons of water which is impossible. We did dye test per LWC's request and checked for leaks in the home which is negative. LWC said they came out and checked for leaks and found none. They also said that my mother in law had to be using that much water. She doesn't even do laundry, my wife does that for her. Her brother lives with her but is rarely even there. I feel that LWC has a faulty meter but when I was finally able to talk to someone they were very unhelpful and just kept saying she has to be using that much water. I have looked throughout the home and it is dry. My mother in law is on a fixed income and cannot afford this excessive billing. Something has to be wrong with the meter. Also, I am having trouble getting in touch with LWC, 30 - 45 minute hold times and no returned call when I left a message.

Desired Settlement: My wish is for LWC to repair the meter and make corrections to the bill..

Business Response:

******* *** **** ******* **** ***** *** ** ********* ** **********



RE:    ***** *** **          ********* ** *********9

Dear ******* ****:

I am in receipt of your inquiry to the Louisville Better Business Bureau dated January 19, 2016 regarding high usage and the level of service you received when contacting us.

***** *****, Customer Service Supervisor, spoke with you on January 21, 2016 and advised the repair information needed to review the account for a leak adjustment. All late fees have been adjusted.

Our goal is to provide quality service to all of our customers and we failed to execute during our interactions with you. We apologize and appreciate you bringing our attention.

You are a valued customer and we appreciate your business.

Sincerely,

 

**** *******
Manager – Customer Service


1/26/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I sold my house on 11/5/15 and the service transferred over to the new owners, ***** ******. I received a bill on 11/20/15 for $80.45 that I paid on 11/27/15 in the amount of $80.45. This should have been my final bill. However, on 1/9/16, I received a letter from the ********** ****** ******** in the amount of $70.85 and on 1/11/16 received a bill from the water company stating that I owe $3.38 by 1/21/16. I called both parties and the Water company said that all I owe is the $3.38 and they could not figure out the credit bureau amount. No help at all! So I called the Credit Bureau this morning and all they said was that was the amount reported. I had a similar billing with the Louisville Water Company a while back and cannot figure out why everyone there appears to be incompetent. They can't even figure out my bill. I have no idea what I owe. And by the way, I have a credit score of over 800. I have never had any credit issues and I am ** years old. Please help me figure out what I owe so I can settle this FINAL water bill.

Desired Settlement: Correct the situation on the credit report and let me know how much I truly owe. I mailed a check this morning for $3.38

Business Response: January 15, 2016




****** * ******* **** ******* **** **** **** *********** ** *****

RE: **** ******* **        *********** ** **********

Dear ****** * *******:

I am in receipt of your inquiry to the Louisville Better Business Bureau dated January 11, 2016 regarding the letter you received from ********** ****** ******** about a past due balance and the amount listed on the letter.

We are working with ********** ****** ******** to see why the incorrect balance was listed on the letter you received. We apologize for any inconvenience this may have caused. A payment in the amount of $80.45 was due by November 30, 2015. We did not receive your payment until December 3, 2015, which resulted in a late fee being accessed in the amount of $3.38. The late fee pay was paid on January 14, 2016; however as a courtesy we have adjusted the late fee and will issue a refund check which you should receive in 7-10 days.

We have also instructed all consumer reporting agencies to remove any derogatory information that may have been reported due to this. Please allow up to 60 days for this information to be updated.

You are a valued customer and we appreciate your business.

Sincerely,



**** *******
Manager – Customer Service


1/25/2016 Billing/Collection Issues | Complaint Details Unavailable
1/23/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I moved on August 31, 2015. I called the water company several days prior and cancelled service. I also did this for my ***** ******* etc. The water company says they don't have a record of my phone call. they however, changed my address on my bill. prior to all this mess, I called them regarding a very strong smell in my water. they told me they would send someone out and never did. they also never bothered to even call me back about this. just like with this bill, nobody bothered to call me. I have my bill from August with my previous address on it. My September bill has my new address. how did they get my new address if I never called to cancel service? these people are so unprofessional.

Desired Settlement: I would like for a manager to contact me regarding this and my bill adjusted accordingly. I will pay ONLY what I owe.

Business Response: ******* *** **** *** ****** ***** ****** ***** *** *** *** *********** ** *****


*** *** ***** **** ****        *************** ** **********

Dear *** *******

I am in receipt of your inquiry to the Louisville Better Business Bureau dated January 12, 2016 regarding water service not being stopped at the address listed above on the date you requested as well as the level of service you received when contacting us.

**** *****, Customer Service Supervisor, spoke with you on January 14, 2015 and advised all late fees have been adjusted and your billing statement has been adjusted to reflect usage through 09/10/2015.

The current balance as of today is $180.31.

Our goal is to provide quality service to all of our customers and we failed to execute when we spoke with you earlier this month. I apologize and appreciate you bringing this to my attention. You are a valued customer and we appreciate your business.

Sincerely,



**** *******
Manager – Customer Service


1/19/2016 Billing/Collection Issues | Complaint Details Unavailable
1/18/2016 Billing/Collection Issues | Complaint Details Unavailable
12/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: LWC misread our meter on November 4th and billed us for water usage five times higher than our normal. We attempted to contact them by phone and on November 8th were disconnected 5 times in a row while waiting for a customer service agent. We finally utilized their toll-free number and remained on hold for forty minutes before giving up. On November 18th we submitted an email to their customer care center. They told us a technician would re-read the meter within "7-10 working days" and advise us as to their findings. Meanwhile we went ahead and paid an amount equal to our previous billing period ($171.39) No one has reread the meter and today (December 8th) we received a "Final Notice" threatening disconnection by December 16th" . Any 10 year old child can read a water meter and while the mistake is clearly theirs, they don't seem to have the slightest interest in correcting it.

Desired Settlement: Fix the problem and stop acting like a bunch of *****************.

Business Response: ******** *** **** ***** ******* **** ******** *** *********** ** ***** ***      ******* * ********** **** ***** ********

I am in receipt of your inquiry to the Louisville Better Business Bureau dated December 8, 2015 regarding the misread of your water meter and the timeframe in having it re-read.  We apologize for this delay.    

On December 11, 2015, we verified the reading for your November 4, 2015 billing statement was incorrect.  We have updated your account and sent a revised November 2015 billing statement in the amount of $172.82.  A payment in the amount of $171.39 was received on December 1, 2015 which leaves a balance of $16.88 due on/before January 4, 2016. 

Our goal is to provide quality water and service to all of our customers.  As a courtesy, we have adjusted the late fees in the amount of $16.25.

You are a valued customer and we appreciate your business.      

Sincerely,



**** *******
Manager – Customer Service

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and would like to make three things clear:

1) It took LWC twenty-six days to reread the meter and issue a corrected billing. While I'm sure they would have loved for us to pay their original bill of $496.37, you can perhaps understand why we declined to do so. The fact that LWC can threaten you with disconnection because you don't pay a bogus bill is ridiculous, but Mr. ******* offers no rationale for what is clearly a strong-arm tactic they probably employ with great success.

2) LWC was not entitled to late fees. It is well-established law that a party may not profit by their own delay. Had they issued a timely re-billing there would have been no "late fees".

3) The late fees assessed were calculated by charging 5% of the unpaid balance. $496.37 minus $171.39 times 5% equals $16.25. Since they have conceded that there were never entitled to the $496.37 to start with, they cannot calculate "late fess" on that amount. This interesting maneuver does give you a window on LWC's customer service practices however.

It is sad that it takes an attorney to educate the Louisville Water Company on how to treat their customers.

Sincerely,

****** ***********

Attorney at Law *** *** *****

Regards,

***** *******

12/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On our most recent bill (12/1/15, account *********), Louisville Water Company billed us for 22,000 gallons of water on our irrigation meter (our household meter was billed for the customary 3,000 gallons of water). Our irrigation system was winterized and shut off in October. I had our irrigation service inspect our meter and system yesterday, and it's still shut off with no evidence of any leakage. I have sent three messages to the water company over their website, all of which have been ignored.

Desired Settlement: I want an honest explanation of my billing issue, and an adjustment.

Business Response:

******** *** **** ******** ** **** ***** ********* ***** ******* ** ***** ***       ******* * **********

Dear ******** ** ****:

I am in receipt of your inquiry to the Louisville Better Business Bureau dated December 14, 2015 regarding the charges for your irrigation meter.   

****** ******** Customer Service Supervisor, contacted you today and advised your previous bills for the irrigation meter had been estimated at 0 usage.  On December 1, 2015, we obtained an actual reading which is what you are being charged for.   

We are currently working on updates to our website and apologize this information was not available to you. 

You are a valued customer and we appreciate your business.      

Sincerely,



**** *******
Manager – Customer Service

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******** ****




 

12/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Louisville water has shut off my water without following their own procedures and with absolutely no notification to me whatsoever. When I immediately paid the bill online due to an honest mistake, they refused to turn my water back on until an unspecified time in the future which was at least more than 2 days away. They are not following their own procedures, they have my money and I need my water turned on NOW! I have children in the home without water.

Desired Settlement: I want my water turned on NOW along with compensation for being unable to have access to running water for several days through no fault of my own. They did not follow procedure and inform me of any billing issues.

Business Response:

******** *** **** ******* ** ********** ***** ******** ** *********** ** ***** ***      ******* * **********

Dear ******* *. **********:

I am in receipt of your inquiry to the Louisville Better Business Bureau dated December 9, 2015 regarding your water service being disconnected without notice. 

****** *******, Customer Service Supervisor, spoke with you on December 10, 2015.  She advised the last payment received prior to your payment on December 9, 2015 was on August 28, 2015 which is why your water service was disconnected. 

A delinquent notice was mailed to your home on October 30, 2015, an automated phone call was made on November 6, 2015, and a billing statement mailed December 2, 2015 advised if payment was not received your services would be disconnected.  To date we have not received any return mail. 

Your balance as of the date above is $186.25 which is due on December 23, 2015. 

You are a valued customer and we appreciate your business.      

Sincerely,



**** *******
Manager – Customer Service

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The response does not account for the entire conversation.  I can prove that I did not receive the letter or any phone calls from the company so their notification procedures were not adequate.  Their automated messages don't leave voicemails and we did not revive a letter given when we did receive the next bill, we paid immediately.  This part of the conversation I had with them should be reflected in their response.  This current information only reflect what they said and is missing my part of the conversation.  When that is included, I will accept the response.  


Regards,

******* **********

12/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The Louisville Water Company is billing us for water usage that is clearly either an error misreading or a defective meter. The property in question has had the water (turned off at the meter) since last winter. The house is undergoing a total renovation that for the past 9 months has had all of the existing plumbing removed. There has been zero water used at this property...all of the prior bills reflect the zero usage...then all of a sudden the bill we received on 10/30/15 reflected a usage of exactly 100k gallons of water...when not a drop was used. The bill amount was 757.48?? Of course we called immediately to dispute the bill as something on their end was clearly wrong. After a long wait time to speak to someone, they finally agreed to send someone out to do a "leak test" (again water is turned off at meter) but we said fine and let us know ASAP. It was nearly 3 weeks later that we still had not heard a word. So on 11/18/15 we called again and asked why we hadn't heard anything and they replied I don't know...no explanation whatsoever, and I repeatedly asked to speak to a manager and the customer service rep would not allow it...kept saying they would tell me the same thing...customer service on each call I made and asked to speak to a manager consistently refused so it is clearly the culture of the customer service dept. not to engage a manager? On the 11/18 call the rep said she would send someone to test the meter but we would be charged for the test if the meter was faulty....so we agreed as we knew it had to be faulty. On 11/19/15 a meter tester did call us and confirmed the water was turned off at the meter and that the meter did read 1 tick of 100k gallons and he also said that in one of the prior readings that happened and they sent someone out to re-read it? On 11/27 we received a letter stating that the meter tested properly. On 11/28 we received a bill that included late charges in the amount of 848.39. Since we are dealing with a monopolistic company it's impossible to move our service elsewhere... My husband and I have multiple rental properties and have had only had 1 other "misread" meter issue about 10 years ago and it was quickly resolved. My experiences lately with the water company have been anything but satisfactory.

Desired Settlement: I would like my bill credited for this erroneous usage of water billed but never used. I will pay what I had been paying up to this bill which was 85.77 for zero water usage....which is absolutely crazy but my fault for not calling and cancelling. I do also want the water service disconnected to this property until further notice.

Business Response:

December 3, 2015



J**** ******** **** ********* ** *********** ** ***** ***       **** * *** **             *********** **  *****

Dear ***** ********:

I am in receipt of your inquiry to the Louisville Better Business Bureau dated November 29, 2015 regarding your water usage.     

****** *******, Customer Service Supervisor, spoke with you on December 2, 2015 and advised we tightened an outlet coupling on your meter on August 17, 2015.  Based on this we have adjusted your bill and waived all late fees.  As of today, your balance is $135.21.  We have also mailed you a copy of the bill ledger showing the adjustment.  

You are valued customer and we appreciate your business.      

Sincerely,



**** *******
Manager – Customer Service

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ********




 

12/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called 10/20/2015 with a complaint that my bill was $80 higher than my normal bill of $100-120. The agent said she would have a technician come out between 7-10 days and that if they determined that it was an issue with the water company I would be credited the excess amount, $80, on my bill. I waited 2 weeks. No one came over. I called the water company again asking where the technician was, the agent informed me that that noone ever picked up my work order and apologized and she stated that she would put my order back in the work order que and I should have someone out withing 7-10 days. No one ever showed, again! I called again on Nov 20, i waited on hold for 30 mins. Then when ******, the customer service agent finally picked up my call she placed me on a silent hold for another 10 mins. When i asked her what was taking so long she said that she could not find me and that her system was down. She never asked me for my account number she just kept me on hold. I asked to speak to a supervisor, *****, and she did the same thing, kept me on hold without telling me what she was doing to my account or if she could even find me. I asked her if she would go ahead and credit my account for the $80 that I believe I was over charged. She was rude to me and told me thay someone would be out on Monday to see what was going on with my water. This is the 3rd time the water company has promised me someone would come out and at this point I dont beleive her. I should not have to keeping begging for someone to come and check on a service that I am paying for! They are not holding up their end of the bargin and are not servicing me in a reasonable amount of time. I also had a maintenence guy come out to my home and he could not find any problems on my end! I was trying to tell the supervisor manager that I had went ahead and had my house looked at just to verify that it wasnt on my end, but she cut me off amd told me she was going to hang up on me. Yes I was irate, because this is the 3rd phone call and i have been waiting a long time for someone to come and see whats the matter with my bill. This is a glitch in water companys system and I want to be credited $80 already after waiting sooooo long trying to get this issue resolved.

Desired Settlement: I want $80 credited back to my bill. My water bill has been between 100-120 the whole 2 years I have lived in my home. I have had no change in water usage everything has been the same and i really need to be credited $80. I have tried my hardest to resolve my issue with the water company but noonw has come out to see whats going on and i have been patient.

Business Response:

Dear Mr. *****:

I am in receipt of your inquiry to the Louisville Better Business Bureau dated November 20, 2015 regarding your water usage.     

Our records indicate you spoke with **** *****, Customer Care Supervisor, on November 20, 2015 who advised a regular inspection was completed and no leaks were identified.  Based on that same reading your usage is back in line what it has been historically. As a courtesy, we have processed a non-leak adjustment in the amount of $54.66 due to the spike in usage as well as adjusted late fees assessed in the amount of $16.67 for October and November 2015.

You are a valued customer and we appreciate your business. 

Sincerely,



**** *******
Manager – Customer Service

11/25/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On Sept 30, 2015 Louisville Water Company notified me that I made on over payment of my current bill which resulted in a credit towards the next month's bill. When the current bill arrived (not by mail but online. This was the second bill not delivered to our address) the credit was not applied and the previous amount due was still outstanding resulting in a very large bill. I was informed that there was a "vendor mistake" on their part and I need to make the payment. I was not told that because of their mistake they will honor their word and move forward with the payment as stated on September 30 at 10:18am. This is, frankly, terrible customer service. It is the company making a mistake and forcing the customer to pay for it.

Desired Settlement: I want what was stated to me by the Louisville Water Company on September 30th and 10:18am: a credit of ($76.80) applied to my account towards my current water bill.

Business Response: ******** *** **** ***** ***** ***** ****** ***** ******* ** ***** ***  *** ******* * **********


Dear Mr. *****:

I am in receipt of your inquiry to the Louisville Better Business Bureau dated November 16, 2015 regarding payments made on your account.   

Two payments were posted to your account in the amount of $215.55 on September 29, 2015.  After receiving notification on October 16, 2015 that one of the payments was a duplicate resulting from a communication error from our payment processor, we reversed one of the payments.  In order to credit your account for the additional $215.55 documentation from your bank showing where they paid this amount twice is needed.  You can fax this information to ***** ********.      

If you need payment assistance, after the September bill of $138.75 is paid, you may apply for a payment extension on the current portion of your bill to your next due date by using our automated phone system or speaking to a customer service representative. 

Sincerely,



**** *******
Manager – Customer Service

11/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: i moved into the address listed on this form in april of 2015. i had requestedthe water company to turn service off at the other address and then turn it on here at this address. i found out later after several weeks they had not done this and then i tried to call and email several times more to no avail. my water was shut off and i got a hold of a mrs *****.she was suppose to investigate and then contact us back she never did. she had told me that once she did get back to us we could do a payment arraingement. i got this letter in the mail and then i tried to call for arraingements. i was told it was in collections and payment arrangements could not be made by cutomer care. so i waited to hear still from mrs ***** but nothing. a bill arrived in the mail to pay or it would be shut off or make arrangements. i did this and the woman was nasty about it contacted mrs ***** and siad well you have not made a payment on this in 7 mths.i had not even recieved a bill to pay or get assistance if needed. mrs ***** made me come up with through this agent a huge chunk i had to pay in order to make arrangements. to end no arrangements have been made i could not make such a large payment and now i face cut off.

Desired Settlement: i want arrangements to be made that make sense and also i need to get an itemized bill. i want it to show water usage for each mth and i want to know what happened to my bill and service. i need a board member or president ceo to handle this. i just dont trust these ppl anymore. i can not do 3 hundred dollars a mth maybe 150 at the most then make arrangements. i want to know that this can not happen again. these people were not even reading water usage i sat right on the porch and watched pass it by i know this for sure. i want to know that they didnt just do an estimate each mth i want to know that i actually used what was charged.

Business Response: ******** *** **** ****** ** ********* *** * **** *** *********** **  ***** **** *** **********

I am in receipt of your inquiry to the Louisville Better Business Bureau dated November 2, 2015 regarding payment arrangements on your account.    

**** *****, Customer Service Supervisor, spoke with you today to confirm the payment arrangements made on your account which were also previously emailed to you.     

Sincerely,


**** *******
Manager – Customer Service

11/20/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Beginning with the change to a new billing system by Louisville Water, my bill has climbed significantly every month to where my usage for myself and my wife was 35000 gallons and $313 last billing period. I have paid all the increased bills until the last one. I wanted Louisville Water to fix the problem. Now they have threatened me with shut-off. I have called Customer Service 3 times and went down to their headquarters once to shouw my bills and try to resolve the problem. The last time I called, the CSR treated me like I was someone trying to steal water and did not know what I was talking about. I have a spreadsheet showing the last 12 months of activity (actually more) but I don't know how to include it.

Desired Settlement: Louisville Water need to fix their billing system and their Customer Service Representatives. The CSRs need to LISTEN and consider all possibilities. When I found from the BBB site that there were numerous other billing issues since they went to a new system, I was furious!!!

Business Response: ******** *** ****




******* ******** **** ******** **** *********** **  *****


Dear Mr. ********:

I am in receipt of your inquiry to the Louisville Better Business Bureau dated November 7, 2015 regarding your water usage and the quality of service you received when speaking with us.

****** *******, Customer Service Supervisor, spoke with you today to discuss your concerns in regards to several higher than normal bills received in March, May, July, and October 2015.  We have completed both regular and special inspections - both results were no leaks found.  The next step is to have the meter tested which is in the process of being scheduled. 

Our goal is to provide quality service to all of our customers and we failed to execute when we spoke with you in October.  As a courtesy, we have adjusted the late fees in the amount of $15.64 which will appear on your next statement. 

You are a valued customer and we appreciate your business.      

Sincerely,


**** *******
Manager – Customer Service

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* ********


They have not resolved the issue but are working on it. When I receive the final resolution I will accept or reject it. Thank you for your help in this matter.

 

11/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I just Received a bill today saying my water will be cutoff by the end of the day so I call the water company to Speak to a representative about my bill and they told me that we are 2 months behind and I kindly told him I have not received any bills from them until today so asked if I could talk to a supervisor the supervisor told me there is nothing they can do even after I explained to him we have been having mail problems in this Neighborhood people is getting their mail lost and not receiving it Just Three weeks ago we found out from our Landlord that he has not receive our rent yet then two days ago he received it. The water company supervisor said it's not his fault there's nothing he can do about it he acted like the post office couldn't have made a mistake I feel they could have Gave me more time to pay our bill instead of just brushing me off how do they know we could have a sick family member this stays here that depends on having fresh water everyday I feel the water company need to have better people skills and understanding but US customers have to deal with whatever they put out to us because they are the only Water company we have..

Desired Settlement: Understand Post office makes mistakes to and they should try to work with their customers in a more professional manner than the way they do now especially when you never have been cut off from them before Give more time to pay a bill...

Business Response: ******* *** **** ******** ****** *** **** ******** *** *********** **  *****


Dear Ms. ******:

I am in receipt of your inquiry to the Louisville Better Business Bureau dated October 28, 2015 regarding the U.S. Postal service not delivering your July and September billing statements and the quality of service you received when speaking with us on October 28, 2015. 

****** *******, Customer Service Supervisor, spoke with you yesterday to discuss your concerns and after researching your account found your statements were processed and mailed to the address above.  As of today, we have not received any return mail. You may want to contact your local post office with your concerns of not receiving mail. 

Our goal is to provide quality service to all of our customers and we failed to execute when we spoke with you on October 28, 2015.  As a courtesy, we have adjusted the late fees in the amount of $17.20 which will appear on your next statement, which you should receive mid-November. 

You are a valued customer and we appreciate you brining this matter to our attention.    

Sincerely,



**** *******
Manager – Customer Service

11/10/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Recieved a bill on 9/14/2015. I did forget to pay this bill and service was turned off on 10/27/2015. I called in around 4 PM and paid the bill. Was informed after waiting on hold for 40 min that it would be turned on by 9 PM that night. It was not. Called back in at 11 AM the next day and was informed that they had 1 business bay to turn services back on. Was also informed that the reconnect order had not been generated untill 6 PM the previous day. 2 Hours AFTE i paid in full. Asked to speak to a supervisor. I did not receive a supervisor. I got a lead. Myself being in a service industry and working in a call center previously know that a lead is not a supervisor. I asked them to call dispatch to find out when the field tech would be there to turn the water back on and they said they cannot do that. Currently i am a field tech for a utility. I know for a fact that they can contact the tech to get an ETR. This is several times in 2 days that this company has attempted to deceive me simply to get me off the phone so the CSR's average handle time is not impacted.

Desired Settlement: I would like the "reconnect fee" to be refunded due to the fact that i spent over 1.5 hours on hold with this company. Or alternatively an address where I can invoice them for compensation at the hourly rate I normally earn which is substantial.

Business Response: ******* *** **** ****** ******* **** ******* *** *********** **  *****


Dear Mr. *******:

I am in receipt of your inquiry to the Louisville Better Business Bureau dated October 28, 2015 regarding your service being disconnected due to nonpayment and the timeframe advised to have service restored once you made your payment.   

We do not quote a specific time service will be restored due to nonpayment.  On October 27, 2015, our system records indicate you were advised services would be restored within one business day, which is correct.  Upon the field representative arriving at 1:57pm on October 28, 2015 it was discovered service had already been reconnected by someone other than us.  As safety precaution only authorized Louisville Water Company representatives should access the meter vault.     

Since we are not able to retrieve your call to validate the information stated in your complaint, as a courtesy, we have adjusted the $45.00 disconnect fee which will reflected on your next statement. 

Sincerely,



**** *******
Manager – Customer Service

10/28/2015 Billing/Collection Issues | Complaint Details Unavailable
10/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have made several attempts to resolve a billing issue without success. I was assured it was resolved at one point; however, it was not. Have made both phone and email requests to speak with supervisor then supervisor's supervisor without reply. I have also been disconnected several times while attempting to contact customer service and a waited on hold for several ~20 intervals.

Desired Settlement: I need to speak with a supervisor to resolve the issue.

Business Response:

Dear Ms. ****************
 
I am in receipt of your inquiry to the Louisville Better Business Bureau dated October 9, 2015 regarding your hold time and a late fee. 
 
Our records indicate you spoke with ****** *******, Customer Care Supervisor, on October 12, 2015 who confirmed the late fee was removed on August 26, 2015 and also waived the $50.00 deposit because you enrolled in Auto Payments.
 
Our goal is to provide quality service to all of our customers.  When mistakes are identified every effort is made to ensure it does not happen again. 
 
You are a valued customer and I appreciate you brining this matter to my attention.    
 
Sincerely,
 
 
 
 
**** *******
Manager – Customer Care

10/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a Final Notice bill on 9-30-15 for the cut off date of 10-2-15 for 383.21. This is 2 bills of water service. They will not work with me on a payment arrangement. I asked them how come i never got a bill prior to this if May was the last payment i made on my account. They said they put a stop on cutting customers off so a final notice was not generated. They gave me 2 days notice to pay the full bill. I asked to speak to a supervisor about this and they told me that it will take 7-10 days for a supervisor to return my call.

Desired Settlement: just to arrange a payment plan. They have had billing problems this year and my water account got caught up in their mess, and they are not willing to work with me to help. My sister had the same problem but it was 6 months worth of water bills.

Business Response:

**** *** *********

I am in receipt of your inquiry to the Louisville Better Business Bureau dated October 8, 2015.

I apologize that you received a final notice of having your water turned-off so close to the potential turn-off date and you not being able to have your account placed on payment terms. From the status your account was in, we were not able to grant you an extension when you inquired through our customer service area in early October.  
 
In review of your account, I see you have paid your balance in the full amount of $383.21 on October 2nd.  You now have an account balance of $0.00 and your next billing statement will be sent on October 23rd. 

If I can be of further assistance, my contact information is provided below.  

Sincerely,
******* ** ********
Director of Customer Service and Business Operations
************

10/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received my water bill from the Louisville Water Company back in July. That bill was for January through July. I had never received a bill prior to that for Jan, Feb, March, April, May or June. When I called the Water Company, they admitted they were having billing problems because they were not shutting anyone off. (Typically they would shut you off for being 30 days late on the bill). But they claim the bills were sent out. Several people I work with, including my sister, have had billing problems with the water company. My sister received a bill yesterday 9/30/15 with a shut off date of tomorrow 10/2/15, and that was her first notice. When we call them, they don't want to help and are very rude.

Desired Settlement: I will pay my bill. All I was expecting was a little bit of time and help. I was hoping they could make arrangements with me and spread out the past due amount. But they didn't. Instead, i was stuck paying $500 in a months a months time and now all my other bills are suffering.

Business Response: Dear Ms. *******,
Thank you for your inquiry regarding bills for your water account.  Louisville Water Company did go live with a new billing system in March, but we have been sending out bills for your account in accordance with your bi-monthly billing cycle.  Our bill print vendor tracked the bill history for your account and confirmed that each bill was printed and mailed from their facility on time to your **** ********** ****** address.  In addition, I reviewed the billing history in our system due to your concern about billing problems and don't see any notes regarding any billing issues or errors.

Please don't hesitate to contact us if you ever have questions regarding when your account has been billed or the balanced owed at any time.  Your next bill date is October 29 and your account bills bi-monthly at the end of the even months.  Please contact me with any further questions or concerns you may have about your account.

Sincerely,
***** ***
Manager, Business Operations
###-###-####

 

10/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a bill back in approximately May/June of this year that was out of the ordinary high. I called to dispute this bill and they set up for someone to come out and reread the meter. I was told at this time, while on the phone as well as the meter reader that came out, that they had launched a new billing system and they were having considerable trouble with it. My bill was adjusted at this time and I paid the updated bill and all was well, or at least I thought. I again received an outrageous bill around the end of August for 356.82. I immediately called to discuss this matter further again. I spoke to many different people of which told me that I did not pay my last bill and this was a double bill of which was 100% incorrect. I insisted on speaking to a manager and they gave me the name of **** ***** with a phone number of ********. They told me that she would call me back once they sent her the complaint and information. I informed them that I wanted her to call my ******** on her cell phone as she is the one that handles and pays this bill and she has been the one speaking to the company. Ms. ***** either did not chose to call that number or she was not given that information, either way this was a complete lack of caring on behalf of LWC. She called the house phone number several days later instead of calling the cell phone as instructed and left a message because no one was home to take the call and that was the very reason we asked her to call the cell number. From this point on, she never would return my calls. I called countless times and have left at a minimum of 12-15 voice mails to date. I have called at least twice that amount in total. I left messages sometimes but not every time I called. This is not an exaggeration as I can prove through my cell phone call logs. When I called the main number on many different occasions and had to go through the story a disgusting amount of times, I insisted that they get her on the phone right now. She finally took my call at that time and says that she has only received 2 voice mails from me which was a BLATANT LIE. As stated I can prove the amount of calls made and duration of each call per my cell phone call log. After going through the issues yet again with her, she basically called me a liar that there was no notation of a high bill being adjusted after sending out a meter reader. I explained to her after going in circles for over an hour, how in the world would I know about their billing system and that they had started with a new one (in their words, when it was launched), and that they were having several issues with it and many complaints. She said she had no idea how I would know that, again calling me a liar, and I followed by there is only one way I would know this information, because what I had told her happen was 100 truthful and factual. I told her to look at my account to see where my bills are always paid on time and she confirmed that in fact she sees my excellent payment history. However she was still saying that what I was telling her was not correct because she cannot see anywhere in the system where a meter reader was sent out to adjust my bill or that there was ever a high bill to start with that I just simply did not pay one of my bills that made my current bill so high. Again calling me a liar. I told her at that time, I wanted to speak to her superior because at this point, I have spent many hours of my time in dealing with this matter. I have spent hours upon hours on the phone with this, in making the calls, waiting on hold, leaving messages, and also having to explain countless times to many different employees, the issue. I also had to explain to Ms. ***** countless times as well. I was told that she would forward the info to her superior and he would get back to me. I have yet to hear from anyone and tried calling Ms. ***** again to no avail AGAIN many times. I called the main number again to have them transfer me to her in which they would not do until I explained the situation AGAIN to them. The person at that time came back on the line stating that Ms. ***** would not take my call and that she forwarded the info to her superior and I would just have to wait. The reason I called back this last time and then given that last response was because I received a nasty letter from LWC stating that if the balance was not paid in full that they were going to cut my water off. This infuriated me. I have spend countless hours on the phone with this company trying to fix this issue because I know without a doubt that my bills have been paid, on time. I would not be so adamant at speaking to a manager and resolving this and wasting my precious time if not. I even told Ms. ***** in trying to resolve that day, that I would pay another 100 and I was not even happy in doing that because I do not actually owe it but I am tired of them wasting my time and having to spend even more time in dealing with her superior and she denied that. I told her that if things were not taken care of then I was going to be filing a BBB complaint and she did not sound very pleased with that however they are now threatening me with cut off and do not care. I feel that they are taken advantage of me and that of many customers right now in this glitch with the new system. They are saying that I still owe 200.21. That is why I said I would pay another 100 to finish this in which is me being generous because it is not owed. I AM PAID IN FULL. They are extorting money from me and other customers.

Desired Settlement: Bill to be corrected to paid in full. I have bent over backwards to resolve this issue and have proof of calls made and knowledge from their own employees about the messed up new billing system. I had even offered to pay an additional 100 to resolve this and they denied. I have an exemplary payment history and would not pursue this if I were not in the right. I pay my bills

Business Response:

**** *** *******

I am in receipt of your inquiry to the Louisville Better Business Bureau dated October 1, 2015. 

I have reviewed your billing statements over the last six months and find your bills to be fairly consistent from billing period to billing period. I do not find in this time period where you had an abnormally high bill. To summarize and visualize, I have attached a table to show your billing and payment history going back to April 28, 2015.

As you have asked us to research this matter, we have made some errors in handling your inquiry in a timely and accurately manner. I apologize for the delay in a supervisor returning your calls and in our error in your *******l BBB complaint by responding with another customer’s response. For your inconvenience, I will be waiving your late charge of $5.14 along with the water service charges for your June and August bills which totals $40.51. So you will see a total credit of $45.65 on your next bill.

Again, I apologize for any delays in service and communication errors we have made. If I can be of further assistance, my contact information is provided below.  

Sincerely,
******* ** ********
Director of Customer Service and Business Operations
************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

As I have stated to the Water Company on many of my phone conversations with them, THEIR SYSTEM HAS TOTALLY SCREWED UP MY BILLING AND PAYMENT INFORMATION. Them forwarding what they say I have paid and not paid or the fact that they are still saying I totally neglected to pay a bill in total is ludicrous. As a matter of fact there is a whole feed on social media about the people in my area having the exact same issue as I am. They are also speaking about making a class action lawsuit against the Water Company to which I will be a part of if this issue is not taken care of. The only amount that I still owe is approximately 40.00 to which I have no problem in paying as I have never had a payment issue with The Water Company, or any bill for that matter, as the Water Company would be able to see before the cluster of a new system. I will not give into the fact that they say I owe 200 and change because I 100% do not. I would not have spent precious amounts of my time in fighting this if there was even an iota of a chance that I did. My hours and hours of dealing with this and the aggravation is far worth more than what they offered as a matter of fact, it is an insult to say the least. The way I see it, they owe me for my time and aggravation to have to prove my innocence in this matter and I will also be contacting the man to which they responded to me with his account because that is a violation of his privacy and mine as well. I am sure they responded with my information to either that gentleman or someone else obviously and that is also a violation of my privacy as well. I am going to be contacting a lawyer tomorrow as I am done fighting this with them to prove that they are flawed in their system and taking advantage of me and many others and it needs to stop. I am not a sue happy person by far, as I have never sued anyone at all but I must stand up for myself. They are double billing people and then calling me a liar about the actions that transpired, meaning, I have had them to reread my meter and had to make an adjustment for an incorrect bill amount that started this whole thing. As I stated before, that is how I knew anything about them having a new billing system to start with. The water company themselves told me about the new system and the fact they were having considerable issues in my area. They need to own their mistake and take care of this. I legitimately owe about 40.00 to which I will pay even though I feel that for my aggravation, I should not have to but that is here nor there. I will pay it to make this horrible ordeal to be finished. If they disagree then I will be going to a lawyer. Yes it will cost more in the long run that way but I have to stand for what is right and not let them take advantage of me. They need to fix their billing system or go back to the one that was not causing all of this madness for the customers. It is not right nor legal. Again, they can hopefully see that I have never had any issues in paying prior to this new system and I still have not. I will pay the 40 the day they agree to this. I am not trying to be problematic but in honesty, they are. I have responded in a timely manner from the day I received the first bill that was out of line but they cannot say the same. This has not been going on for months. Time to end it.
Regards,

******* ******

10/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First of all, I have literally sat on hold for OVER 60 MINUTES on NUMEROUS OCCASIONS and HAVE NEVER gotten through on the phone to speak to a person. This is INEXCUSABLE. I want a supervisor to contact me via phone. Secondly, our water bill is RIDICULOUS. We are on a fixed income. Last winter, we were gone for 3 months to take care of my mother and our monthly bill was still over $40 a month for ZERO WATER USAGE. My husband and I do not use much water. We do NOT water our lawn, we don't always take daily showers, we DON't run a dishwasher, and we do 1 load of laundry a week. When we DO shower, the water is on for no more than 3 minutes. We are gone intermittently throughout the month to care for my mother. Yet our monthly bill is $92.66. Something is very wrong with this. I need to speak to someone about how to reduce this astronomical bill that we are struggling to pay each month.

Desired Settlement: 1) Have a supervisor contact me. 2) Give us an alternative that will lower our bill / allow us to suspend the service during months that we are not at our home.

Business Response: **** **** *********
Thanks for your inquiry regarding attempts to contact us and for giving us the opportunity to address your billing questions.  Customer Care Supervisor **** ***** reported that she spoke to you today regarding the wait times and billing.  Please don't hesitate to contact me if I can assist further.  We apologize for the wait times you've experienced in trying to contact us and the inconvenience that resulted. 

Sincerely,
***** ***
Manager, Business Operations
************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The representative who called me after I filed the complaint with the BBB was not able to solve the problem of the water company being 'inaccessible to its customers'.  She agreed it was a problem, and that I should call early in the morning. I told her that I have called at 8:05 a.m. and still waited over an hour with no one ever answering.  She then suggested that I try emailing them. I told her that in addition to calling and waiting on hold 6 times for over an hour, I had also emailed 3 times and no one ever responded to my email.  She then agreed that the email responders were also short-staffed. My contention is that the Louisville Water company is suppose to provide its customers goods and service, yet being 'completely inaccessible to its customers' is not the service that people should have to settle for. Unfortunately, LWC has a monopoly, is a city agency, and its customers are at the mercy of them.  Therefore, they don't HAVE to respond to phone calls and emails because they know there is nothing anyone can do about it.  I find this not only wrong, but inexcusable. The other half of my complaint was the horrific cost of monthly water service.  For 2 people on fixed income who use very little water, we pay over $90 per month.  Even if we are gone for an entire month, our water bill is still $45.  This just seems out of line - particularly in lieu of the fact that the only way to reach the company is to file a complaint with the BBB.  The rep who called me after this complaint advised that I could 'suspend' my service for $30 if I was going to be out of town for an entire month.  But then, I have the headache of trying to reach LWC to STOP and RESTART my service.  To summarize my complaint - yes - a rep did contact me after I filed this complaint. No - she was not able to solve the problem of customer service availability and / or the high billing costs for water service.

Regards,

***** ********

10/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Today I received a call from auto system saying my bill has not been paid.. I called the right a way. I was on hold for over 40 mins waiting to talk with someone. Once rep came on the line she told same thing the auto machine told me a payment has not been made. I needed to contact my bank. I called my bank I was told payment was sent on 9-9-15 and check was cashed. The rep at the bank called them and we both on hold for another 36mins. This not the 1st time wait time.

Desired Settlement: Do something about hold times. Notifie a person about past due earlier not at 530pm only giving a person two days be4 cut my service off when it's not much that could be done to correct the problem. I just feel it was short notice when u pay your bill every months just they ask

Business Response:

**** *** *****
Thanks for your inquiry regarding your Louisville Water Company payment. I apologize for wait time in reaching a customer service representative to discuss the issue. I do show that we received a payment of $125 toward your MSD assessment loan on 9/8/15, but I do not see a payment that was applied toward your water account. If you can send a copy of the check that was paid toward your water account at *** ****** we can research the payment and get it applied to the correct account. I apologize for the inconvenience and I will hold your account in the meantime so that you do not experience a disruption in service. I have also removed the late fee that was assessed to your account. Please email a copy of the check to me at **************. Again, I apologize for the inconvenience and the time you've spent dealing with this issue.

Sincerely,
***** ***
Manager, Business Operations
************ **************

Business Response: Dear Mr. ****,
This morning I sent the following email in response to your email to me regarding the missing payment.  I believe this resolves the issue.  Please don't hesitate to contact me again ************** ** ******** if I can provide further assistance.  Thanks again for your patience in dealing with this issue.


Hi Mr. ****,

Thanks for sending the screenshots; we were able to use them to
locate the missing payment.  The payment had your old account number on it
and went to our unapplied payment account.  We have transferred the
payment to your account and credited the late charges that were charged in
error.  At your convenience will you please update your online banking
profile to the account number **********?  Sorry for the inconvenience and
let me know if I can assist further.  Thanks!

Sincerely,

***** ***
Manager, Business Operations

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ****




 

10/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Originally I set up a start water service at **** **** ********** ** ***** for 9/1/15.. I was informed on 8/30/15 that the rental house at **** * ********** *ouldn't be ready until October. On Monday 8/31 I called the water company several times and the automated service kept saying they weren't excepting calls, so I sent them an email informing them I would not be moving into the house on **** * ********** **. Today I went to set up a start service at a different house and they're telling me I owe them $43 for the house at **** * ********** **, the place I never moved too. Speaking to the representative today, I asked to speak to a manager or supervisor with no luck, she told me she already spoke with them. Also I was told I should've just went downtown to their location and waited in line. Funny thing is, on 8/31 at 6pm I went down to the water company and they have a sign that says they close at 5pm. Online it says 7pm. This is a mistake on their end. I heard excuses like, high call volume, and high email volume, but that's still no reason to disregard my email and to continue charging me for some place that's not even livable.

Desired Settlement: I don't think I owe the Louisville Water company $43 for a place I never lived. The representative today told me they have the email I sent in but still should've called (their phones were down), or waited in line at their location (wrong business operation hours posted). Already closed, when online it says they're open until 7pm.

Business Response: **** *** *******
I apologize for your customer service experience with Louisville Water Company and that we were not able to meet your needs when you contacted us via phone and email.  I have removed the service activation fee that you were charged for **** * ********** and put in a request to have the service charges totaling $13.65 removed as well.  As soon as this request is complete, I will transfer the credit of $43.65 over to your *** ***** *** account.  Please contact me if there is anything else I can do to assist.

Sincerely,
***** ***
Manager, Business Operations
************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** ******




 

9/28/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Our water service was turned off on September 14 because our bill was unpaid. We were not aware that there was an outstanding amount due. I paid the bill online and must have made an error entering my checking account number because the payment was not processed. We left town for my ********'s weeding. We were not contacted by phone or mail prior to the shutoff. The day of the shutoff, September 14, two letters from the water company arrived, both dated September 4. The postmarks on the envelopes were postmarked by the water company September 9 and by the post office September 10. When we contacted the water company, they indicated that we should have received a letter 6 days after the bill was due (September 7) and a phone call 9 days after the due date (September 10). The letters were not mailed by the water company until September 9 and I have the phone records to prove that no one from the water company attempted to contact us.

Desired Settlement: I would like the $30 late payment fee and the $45 shutoff fee refunded. I would also like the water company to reimburse us for the cost of the night in a hotel as we had no water and consequently no working toilets.

Business Response:

**** *** ***********

I am in receipt of your inquiry to the Louisville Better Business Bureau dated September 14, 2015.

Through reading your inquiry, there was a lot of activity the last few weeks on your account. On your bill dated August 11, 2015, you had an amount due of $219.09 with a payment due date of September 1, 2015. Louisville Water did not receive a payment from you by September 1st nor until up to the time you contacted our Customer Service area on September 14th. After an approximate two week time period after the due date, if we do not receive payment, it is our standard practice to shut off the water of the customer until payment is made. 

I know it was inconvenient for you to have your water shut off for non-payment. In review of the timeliness of when you received your letters from us, I am going to waive and credit your account for the $45.00 shutoff fee that we charged you.  

In review of your account, your next water bill is scheduled to be drafted on October 7, 2015. You will see the $45.00 credit on this bill.

If I can be of further assistance, my contact information is provided below.  

Sincerely,



******* ** ********
Director of Customer Service and Business Operations
************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******. I accept the $45 credit and my attorney will be handling the balance of our damage claim. 

Regards,

******* **********




 

9/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am the landlord for a home that recently experienced a malfunctioning toilet. The tenants (whose lease recently expired) had a very high final water bill. The water company told them they could adjust the bill with proof of a leak and repair. I do not intend on fixing it at this moment, as the toilet is never used. I have attempted to resolve the issue via phone and email. All forms of communication have either been rude and/or not helpful in their response.

Desired Settlement: I would like to speak with someone that has the authority to adjust the tenant's water bill and can deliver appropriate customer service.

Business Response: Dear Mr. ******,
Thanks for contacting us regarding the adjustment for your account.  I passed along your message to Call Center Supervisor ****** *******.  ****** has advised that she spoke with you yesterday and that you will be sending in a letter so that we can process a courtesy leak adjustment on the account.  Don't hesitate to contact me if there's anything else we can do to help resolve the issue. 

Sincerely,
***** ***
Manager, Business Operations
502-569-3623

9/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called several times to Louisville Water Company on 9-2-15 to pay my bill thru ****. I tried paying by internet also, but said I could only pay in cash which is no correct. It said I had no billing information on my account. Which is not true. I checked my account on 9-3-15 and they had deducted to payments of 103.95 from my debit card. I called customer service today and spk to ****. She said that they could not refund for 7-10 days. This is going to overdraw my account. When I called it would not accept my payment by the automated system. When I called during my lunch it finally accepted my payment after asking for my debit card information at least twice and my pin. My payment when through but on 9-3-15 they deducted twice and they owe me back 103.95. They will not put the money back in my account for 7 - 10 days and they are going to overdraw my account. **** stated I paid the bill twice which was not true. The automated system would have told me there was a zero balance. I need my money back in my checking account NOW!!!!. I have asked for a supervisor to call. Which I have not heard anything and it could be 24 to 48 hrs before someone calls. I want my money put back in my account. I didn't pay the bill twice. The internet was messed up the automated system was messed up and I tried until 1:45 pm to pay my bill through several means and call customer service but their lines were busy all day. I want my money back in my account today. They have received one payment and I want the double payment on 9-2-15 which they charged to me back. This can be done by a phone call, this I know.

Desired Settlement: Refund plus the charge for the **** system back. I want an apology from them stating that there system was messed up on 9-2-15 and so was the internet. I WANT MY 103.95 plus any extra charges from ***** BACK IN MY ACCOUNT TODAY!!!!!. They are no taking responsibility for there error. And they should be ashamed of lying to a person. If my money is not in my account by today by them I will take other measures as far as getting an attorney. I paid my bill in good faith and was paid on time. To my knowledge I have never been late on paying a bill with them and I have been with them since 2006. I want something done today. If they overdraw my account I also want reimbursement for other bank charges that could incur.

Business Response:

Dear Mrs. ********

In reviewing your account information, two payments were processed and posted to account# ********** on September 2, 2015 in the amount of $101.45 each totaling
$202.90.  On September 8, 2015 a refund check request was submitted. 

In order to expedite your request **** *****, Customer Care Supervisor, submitted an emergency refund check request on September 10, 2015 in the amount of $103.45 to the Accounts Payable department for processing.  In addition, **** left a voicemail on your daytime phone number ************ to see if you would prefer the refund check to be mailed or want to pick it up at the ***** ****** location.  

Per your request, the refund check in the amount of $103.45 which includes the second $2.50 payment processing fee, was mailed directly to **** ******* ***** on Friday, September 11, 2015.  

We apologize for any inconvenience this may have caused due to the technical difficulties you experienced with paying your bill through the ******** phone system. 
Please let us know if we can be of further assistance.  

Sincerely,
***** ***
Manager, Business Operations
************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *******




 

9/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: No one ever answers the phone. The number given for everything is**********. Tried to look up on their web site how to transfer the billing to another individual due to a sale of a home but can only call the same phone number and the transaction cannot be completed on line. I do not want to travel to the water company in order to get this done.

Desired Settlement: I would like to be able to conduct business over the telephone or on line and not have to travel to the company to get anything accomplished other than paying my bill.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



Regards,

*** *********


The problem is that there is no one answering the phones at the company in order to take care of transactions and no way to take care of the transactions on the web site.  When they have people answering the phones and/or the web site has been changed, then this complaint can be closed. 

9/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was told if I set up auto pay I would not be charged a deposit. I set up autopay 5/29/2015. I received a bill in August showing I still was responsible for the deposit. I called and emailed. They acknowledged they were wrong and adjusted the bill. That being said they still took the money after telling me I was not responsible for it. I have been stolen from. You can not give someone a bill then take any amount you want above that bill. This is criminal!

Desired Settlement: I want my money put back into my account where it should be. It does not need to be a credit or an adjustment it was stolen from me and needs put back in its proper place.

Business Response:

**** *******

I apologize for the issue you experienced with the autopay that was set up on your new Louisville Water Company account.  It took us longer than expected to refund the deposit back to your account and in the meantime the autopay was set up to take the full amount of the bill.  I apologize for the service you received and the inconvienece experienced by having to contact us so many times. 

I can report that the refund check for your deposit was cut today, 8/24/15.  You should receive it in the mail within the next 3-4 days.  Please don't hesitate to reach out to me at******** if you experience any further issues. 

 

********** ***** ***

Manager, Business Operations

8/26/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made a timely payment for services to our business by phone payment system. Received a notice in the mail TWO WEEKS LATER that my account information ( which had already been verified through the process) was not located and a $30 charge would be assessed to the account. I called to resolve the error and was told that I would have to personally bring cash to the Water Co Office or use a company credit card. What is wrong with their system that they will accept accurate account information and still give a CONFIRMATION # at the end of the phone payment process? I counted on their system to complete my payment AT THAT TIME When I contacted the customer service rep,. I was told that I probably made a mistake making the phone payment. HOW WOULD I HAVE KNOWN, IF I VERIFIED THE INFORMATION WITH THE SYSTEM AT THE TIME IT WAS MADE? I'm mad because I could not rely on the system to process my accurate account payment information, and the $30 they can add anytime at their discretion, even though they know that I made the payment before it was due. I'm now looking to see if I will be charged another late fee on my next bill. I was not able to resolve this matter with any other person on the phone. I was told there were no managers at the time and no other department that I could take my complaint. , JUST PAY ANY PENALTY WITHOUT ANY QUESTIONS AND THAT IS THAT! I'M NOT ASKING FOR A WAIVER OF THE $30. I SHOULD NEVER HAVE BEEN ASSESSED THE AMOUNT TO BEGIN WITH. IT IS YOUR MISTAKE AND PROBLEM IS WITH YOUR SYSTEM, LOUISVILLE WATER, NOT MINE! NOW FIX MY BILL. PLEASE.

Desired Settlement: LOUISVILLE WATER COMPANY, REVIEW YOUR PAYMENT BY PHONE SYSTEM (WHICH THEY ARE RECEIVING A $2.50 FEE FOR ALSO) AND MAKE IT CONSUMER FRIENDLY OR...............NOT OFFER IT AT ALL. I UNDERSTAND I'M NOT THE ONLY ONE THIS HAPPENS TO. THIS IS JUST ANOTHER WAY TO RIP OFF THE CUSTOMER. WE CAN'T TAKE ANY MORE.

Business Response:

Dear Ms. *****

I apologize for the difficulties experienced in dealing with our payment system.  Our records show that the payment that was returned due to "unable to locate account" was made through our free electronic check option online.  This payment was returned by our bank due to the account number being entered incorrectly.  There is a validation of the routing number in this process, but unfortunately the system is not able to validate whether the account number is entered correctly.  The second payment made via phone with the $2.50 convenience charge was successful.

I have removed the $30 returned item fee as a courtesy for the time and inconvenience experienced in dealing with this situation.  Please don't hesitate to contact me if you have any questions or concerns about our payment options or any other matter. 

Sincerely,

***** ***

Manager, Business Operations

###-###-#### 

8/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My bill is over $517.00 ($400.00 over the normal bill) For the whole year it would only be $850.00 on the high end. When I call customer service I have been on hold many times over 1 hour and hang up. One rep says I have a billing mistake and an adjustment will be made and another rep said no mistake must pay bill. So in May i paid $180.00 and the next bill did not have an adjustment made to it. I have been trying to take care of the matter since April. This stems from the ice and snow we had on the ground in Feb. and bills were estimated. Obviously, mine was estimated wrong. I made an appointment to meet with a meter reader on Monday 7-13-15 and he did not show or call and I requested a supervisor to call me and that did not happen either. They are converting to a new billing system and have many problems they are dealing with at this time. I just do not want my service cut off for non payment and wish to resolve this issue. The ******* ******* published articles regarding other customers with the same problem. I was told to pay the bill and my account would receive a credit if an error is found. This is not a solution that I can agree to. I dont have the money for this bill. Can you please help me?

Desired Settlement: Get an acceptable resolution with an affordable payment due amount. ("normal bill") bill adjustment and end the stress of this matter soon without missing time from work. I wil go to the water company for a set appointment time and meet with a supervisor if need be, but I would rather not, when this should be able to be resolved with a phone call. Thank you for your help.

Business Response:

**** *** ********

Thank you for bringing this issue to our attention.  We will definitely work on our end to get to the bottom of it and will follow up with you via telephone so that you do not have to miss work.  I have entered an order to have a Field Customer Service Rep go back out to check for leaks and get a new reading.  The reading history for the past several months does appear to be inconsistent with your prior usage patterns. 

Once we have completed the service order we will contact you to let you know the result of our findings in the field.  I apologize for the time you have had to spend on this issue and the inconvenience it has caused.  Please don't hesitate ot contact me at ******** if there's anything I can do to assist in the meantime. 

Sincerely,

***** ***

Manager, Business Operations

7/31/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I sold my house well over a year ago, and had water service cut off sinceat least 6 months prior to the sale, and was set up on autopay from my checking account. A couple days ago I received a letter/bill from a collection agency, who i called and they directed me to call the ************ number, which i did. I tried calling multiple times and got busy signals, when I finally did get through I was on hold for well over an hour, the lady who finally answered my call said i had the wrong number and would transfer me. She transferred me to a fax line. I called back and was on hold another 30 minutes before I had to hang up to take a call at work. When i called back later, i got busy signals the rest of the day. The next day i called again, after about 35 minutes I got a person, who also wanted to transfer me and cut me off before i could ask for the direct extension, and they transferred me to a fax line, like the person the day before, perhaps a new tactic to not have to deal with customers who have a problem. I have not lived at the address that bill is for, for well over 2 years, and have not owned that property for a year, shown service start date on the bill is 20150203.

Desired Settlement: This "charge" needs to be voided and removed from my account, as well as removing this from a collection agency and my credit report.

Business Response:

**** *** ********

Thanks for your inquiry regarding the balance from**** ******** *****.  I apologize that you were not able to get the matter resolved when you called in to our Customer Care Center.  I have researched the balance and found that it originates from *** drainage charges from dates when you still owned the property.  The balance covers the time period 6/12/14- 1/30/15; per PVA records the sale date of the property was 1/30/15.  Drainage charges are billed to the owner of the property and through PVA research conducted by ***.   

I will have this balance transferred to your active account at *** * ******** ******.  This will remove it from our collection agency and it will not affect your credit report.  If you have further questions or concerns regarding the drainage charges, please contact me at******** or via email at**************. 

Sincerely,

***** ***

Manager, Business Operations

7/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My water bill for April 2015 was double what it usually is. Nothing had changed in my household to make this happen. I contacted the water company to have someone come out and re-read the meter because I thought that was where the problem was (the bill said I had gone from 212 gallons of water usage to 218, when I thought it should have been 215). I tried for a week to get thru to Customer Care with no luck but finally got thru by phone on May 7th. The representative told me that I needed to do the dye test. So, I did the food coloring test on May 9th (for 3 hours) and none of the coloring leaked into the toilet bowl. Then I thought that I had better do it for at least 6 hours as the water company suggested because they might not accept the 3 hour test as valid. So, I did the test on Monday, the 11th when I left for work. I was gone for 12 hours and when I got home, there was some of the red coloring in the toilet bowl. I sent the following in an email to the water company on May 12th: I did the food coloring test on Saturday and none of the coloring leaked into the toilet bowl. Then I thought maybe I should do the same thing yesterday for a longer period of time while I was at work. I was gone for 12 hours and when I got home, there was some of the red coloring in the toilet bowl. There is no evidence of leakage around the toilet so I don't understand. Where is the leak? What do I do now? I did not wait to get a reply to that email so I called Customer Care on the 13th. I told the lady I talked with that I did not understand how there could be a leak in the toilet because there was no water leaking around the toilet, the toilet never did just "kick on" without me flushing, and the toilet wasn't even 3 years old yet. I wanted someone to come out and check the meter because I thought the problem was an incorrect meter reading. She insisted that the problem was a leak in the toilet and said I must have a plumber come check that out BEFORE she could send a water company rep out to check anything. I scheduled an appointment with a plumber to come out on Friday (the 22nd). It took him all of 15 seconds to assure me there was no leak in the toilet. He then went outside and took a picture of the meter -- said he would wait 15 minutes and then take another picture -- he would be able to tell by comparing the 2 pictures if there were any leaks. While he was waiting those 15 minutes, he looked at all the other places in the house where there might be a leak (the bathtub, under the sinks, around the washer, the faucets, etc.) -- there were no leaks. He even walked around the house outside to see if he could notice anything that might point to a leak. He then took another picture of the meter and compared it with the first -- no change whatsoever. He said with no change in the meter movement at all, he was positive there were no leaks anywhere in the water lines. He also said the food coloring test was useless. He said if you leave food coloring in the tank for an extended period of time, the water in the bowl would tint to that color EVERY time, even on a brand new toilet. He showed me the pictures he had taken. I noticed that the number reading was 217. The numbers on the bill I was questioning said I had gone from 212 to 218 (this was supposedly the reading of 04/15). Based on my previous water usage records, I had felt from the start that the 218 should have been 215 on the bill. So, how could the meter read 217 now when the bill says it was 218 on 04/15? On May 26th, I sent an email to the water company explaining all that had happened (as detailed above) and asked "what does the water company intend to do to correct the matter that it caused me to incur an expense of $125 unnecessarily?" On June 8th, I sent another e-mail asking when I might expect a response because I had not heard anything yet. I received an e-mail on June 9th saying "my email had been forwarded to supervision for review". On June 18th, I had not heard anything back from the water company, so I sent another email. On June 22nd, I sent again another e-mail and this time I said that I was going to file a complaint with the BBB if I didn't hear a response by the 26th. On the 24th, I received the following in an email from the water company: Your account has been reviewed and the call with the representative you spoke with was pulled and reviewed as well. Per the call, you confirmed that there was color found in the bowl after completing the dye test. Our procedures are that if you have completed the test and it is positive we advise to have someone check your internal plumbing. Had the dye test come back negative we then send out a technician to check the meter to detect any leaks. Since your dye test was positive, it shows that there is an internal plumbing issue. There are many articles that confirm the validity of the dye test. At this time we would not reimburse the money spent for the plumber. I then replied that very day with the following e-mail to the water company: There is NOT an internal plumbing issue -- the plumber confirmed no leaks. The color found in the bowl was after I had left it in the tank for over 12 hours and the plumber confirmed that this would happen every time if the dye was left in the tank long enough. As to your statement that many articles confirm the validity of the dye test, I've now done a bit of research on this matter myself. I find it odd that every article I've now read says leave the food coloring in the tank for 15 minutes or 30 minutes. As I said in one of my first e-mails, I did the test (had left the dye in the toilet for 3 hours) and no coloring showed up in the bowl. Then, because your representative said I should leave it in for 6 hours or longer, I left it for an entire day while I was at work -- this is when there was some coloring in the bowl, which, in my opinion, confirms the plumbers statement that it would leak every time if left long enough. So, if your representative had told me 15 or 30 minutes instead of 6 hours, there wouldn't be this issue. Subsequently to all of this, I have received my next water bill. And guess what? There is NO USAGE charges on this bill. The bill shows the meter reading from 218 when read in April to 218 when just recently read in June . . . which proves that the meter reading for the last bill was incorrect. This also proves that there are no leaks and there never was a leak . . . which also confirms that leaving the dye in the tank for 6 hours or longer is erroneous instructions. Then, as a result of these erroneous instructions, the representative would not send out anyone to check the meter reading until after I had a plumber check the toilet. It is obvious that the problem from the start was an incorrect meter reading on the April bill . . . which is the water company's fault . . . which lead the water company to instruct me to do things that (1) did not need to be done or, at the very least (2) did not have to be done for the length of time I was told . . . which caused me to incur a $125 plumbing bill unnecessarily. Do you still contend that the water company is not at fault for causing me to incur this plumbing bill? As of June 30th, I still had not received a reply from the water company so I sent another email asking when I might expect an answer to my June 24th email. On July 2nd, I received the following reply from the water company: You were advised to have a plumber check your house after you confirmed that your dye test was positive. The reason it is not recommended leaving dye in for only an hour or less is because if it is a slow leak it will not show depending on the leak. I am not disputing that there could've been a mis-read on the meter, but you were not erroneously advised to contact a plumber because you confirmed a positive dye test showing a leak. I immediately replied with the following email: My initial request was to have the meter re-read. I was told that the water company would not do that UNTIL I followed all of these other steps. And, I was not ADVISED to do anything -- I was told that I MUST do all of this before the water company would re-check the meter. By the time all of this was accomplished, I had received the next bill which PROVED that the meter had been mis-read in April. I was hoping that the water company would accept SOME responsibility for not reading the meter correctly in the first place -- I would not have had to go thru ANY of these steps if the first meter reading and bill had been correct. It seems that you aren't looking at the WHOLE picture of all that happened. From another standpoint . . . IF there is a leak (even a slow leak) why did this last bill I received say 0 water usage from the cutoff date in April to the cutoff date in June? Surely there wouldn't be a water leak one day that just disappeared simply because the plumber couldn't find evidence of any leak. I do thank you for all of your time. But, until the water company is willing to accept some responsibility, I will not be a happy customer. I will be filing a complaint with the BBB on July 14th if something has not been resolved by that date. I received the following email from the water company on July 6th: I have sent your concern to our claims department to further review your account. I have not heard anything back from the water company as of the end of the day on July 14th; therefore, I am following thru by filing a complaint to see if the BBB can help in any w

Desired Settlement: I would like the water company to reimburse me for the $125 plumbing bill it caused me to incur.

Business Response:

**** *** *****,

I apologize for your poor customer experience with Louisville Water Company and the inconvenience it has caused.  One of our Customer Care Supervisors* **** *****, will be reaching out to you today to get a copy of the plumbing invoice so that we can provide it internally to our Claims Department to go through the process of reimbursing you for the $125 expense you incurred.  Please don't hesitate to reach out to me at******** if there's anything I can do to help with this process. 

Again, I apologize for the inconvenience and lack of follow through regarding the matter.

 

Sincerely,

***** ***

Manager, Business Operations

Consumer Response: I have reviewed the response made by the business in reference to complaint ID 10716369, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I tried for 2 months to resolve the issue directly with the business and it was disappointing that the business would do nothing until I filed a formal complaint with the BBB.

7/25/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My first water bill was outrages high when only me and my* **** *** ******** *** **** ***** ***** lives in the home. Outside of the fees Louisville water company charge to set up service my bill was 235.and some change. Yes my toilet was constantly sweating and my tub had a drip on it but that little drip could I've raised my bill that high yes Louisville water company gave me a credit for the constant drip and sweat on my toilet. My first bill still should I've been that high well I got July bill and that's high then the first bill I have had my maniences come and inspect no leaks now I'm asking for Louisville water company to see what the high bills are about something is wrong we got new account numbers a few months ago and every since I have been a customer of louisville water company my bill has been outrages I need answer and a credit to my account please get to the bottom of this

Desired Settlement: I need a credit to my account and I'm not talking no 50 dollars my bill needs to be under 150 I don't even be home I work three jobs and my kids or over there grandparents house most of the time

Business Response:

*** *******

Thank you for contacting us with you inquiry about your high bill.  A review of your usage history does reveal that it has remained high after the repairs that you made in March.  I show that we have entered a request for a field inspection where we check the meter to see if there are signs of a leak.  That request was entered yesterday and will be completed in 7-10 days.  The technician will attempt to notify you of the results if you are home and if not will leave a doortag communicating the findings.  This step should assist in determining the source of the high usage.  Please contact me at******** once the inspection is completed if you need assistance in determining next steps. 

Sincerely,

***** ***

Manager, Business Operations

************

7/21/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I own a rental house and in August 2014 ** ****** ** **** ***** ****. His ****** had moved in with him so I asked him to move out. He would not move out nor pay rent so I followed the legal procedures which took three months and a lot of money to finally get him out. When I called to get the water in my name in November instead of putting it in my name the LWC turned the water off and sent me a bill for $97 which the following month went up to $176.28. I explained to two customer service clerks over two months time, faxed them legal documents, and finally they told me I did not have to pay the nephew's bill. Yesterday, seven months later after I closed the account out, their collection department sent me a bill for $176.28 again. I am also questioning the integrity of a business that can go back on its word and bill me for someone else's bill after they told me I did not have to pay it. I have the names of the customer service clerks. Please help me with this because it is causing me stress and sickness.

Desired Settlement: I have the name and social security number of the person who was stealing the water. Please stop sending me bills and harassing letters about it. I have to accept loss of rent, cleaning of fecal waste in the garage due to their water being cut off and repairs to the expense of over $6000.00. Also, since I was told I did not have to pay it please stand by your word.

Business Response:

Dear Ms. *********,

Thanks for the opportunity to talk to you regarding the issue with the Collection letter you received from Louisville Water. I apologize for the confusion it caused and the time that you've spent resolving the issue. As discussed, we moved a balance over to another account before it was due and you paid it on the original account not long after. We are moving the credit over and then you will have a $0 balance. There is no additional balance that is owed at this time. Please contact me at ******** if you should have any additional questions or concerns. Thanks for your continued business.

Sincerely,

***** ***

Manager, Business Operations

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** *********

 


 

***** ******** *************************** ***** ******** **** *** **** ***** ** *** ********************** ******** *** *** **** * *** ******* **** *** ********** *** ********* *********

I accept Lwc resolution and apology.  Thank you BBB

 

 

 

7/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On June 5, I paid the bill for water service at **** ******* ***** via the Louisville Water Company's web site. My bank account showed the amount of the bill was deducted twice. I returned to the Louisville Water Company web site and sent a message informing them that I was double charged for that payment. Instead of refunding my money they informed me the extra payment would be applied to the next bill. This was an unacceptable response, as I needed that money to pay other bills, so I contacted my bank to refuse that second payment. The bank returned the money to my account. Louisville Water Company responded by charging me $30 for the return of a payment they should not have received in the first place. I requested that they refund the $30 to me because the double payment was a result of their faulty web site. They refused to refund the $30 charge because it was a bank return. They told me I was supposed to dispute the charge on their web site. When I told them I did this, they still refused to refund the charge. The bottom line is,******** ***** ******* should not charge fees to customers for circumstances arising due to their services. As a customer, I did the right thing. I paid my bill on time. I should not be charged a fee because of an issue with their online payment system.

Desired Settlement: I want Louisville Water Company to refund the $30 to me. I should not be penalized for paying my bill on time. They should not be forcing customers to go to their banks to get double charges back.

Business Response:

Dear Ms. **********

I apologize for the difficulties with your online payment and the inconvenience that resulted.  I have removed the $30 return check fee from your account and it now reflects a $0 balance.  Please let me know if I can be of further assistance.

Sincerely,

***** ***

Manager, Business Operations

************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *********

 


 

 

7/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was the landlord of property**** ******* ****** *********** ** ***** for about five years. On March 6, 2015, this property was sold. Louisville Water Company was contacted and told to discontinue service. On May 5, I received a bill from Louisville Water Company for March and April. I emailed Louisville Water through their website and told them that I no longer owned that property. They replied that the service was never taken out of my name. I argued that I had called and told them to disconnect the service. They stated that they had no proof of that and that I was liable for the service and cost. I told them to take the service out of my name and went ahead and paid the bill despite their wrongdoing in this matter. I also sent them a copy of the HUD contract showing the name and address of the new owner and illustrasting that we no longer owned the property. They replied that even though we no longer owned the property we were still responsible for the bill. On June 27, I received a letter from Louisville Water stating that the service at **** ******* ***** was to be disconnected and that the service contract would again be placed in my name. I called them on 6/29/15 at 9:26 am. After a 30 minute hold and 57 minutes later, I was told that the service was put back in my name and that I would owe for six days but they would take it out of my name. I spoke to Customer Service Representative ******* (first name is all she would give). She stated that they did not take the Landlord Agreement off of the account but that she would take care of this for me. zI told her that they said this was taken care of. Again, I was asked to prove it. I asked her to send me an email as well as a postal letter confirming that this account would be severed from my name. As of 6:30 pm, I have received no email from Louisville Water confirming that I am completely free from this account. I was also told that I would have to pay for the past six days of service. The following is a copy of the complaint I filed today with the Louisville Water Company. Again, keep in mind that I have been dealing with this since March. Please send me an email (****************) verifying that this account is closed. After several phone calls since March 6, emails stating that I sold the house on March 6 plus sending a photo of the closing HUD statement on the house at **** ******* **, and finally paying a bill that partially covered the new owners, I still received a letter on June 27, 2015 stating that the owners did not pay their last bill and that the account is reverted back into my name. I called and spoke to ******* today at the Louisville Water Company. She stated that the Landlord Agreement was never taken off of the account and that is why this happened. I do not know what else to do to make sure this does not happen again. It has almost been four months since we sold the house and I am still being held liable for property I do not own because of your company's negligence. I want an email plus a written letter by mail that the **** ******* account is no longer in my name and that I will incur no further charges for this account. I am sending a copy of this letter to the Better Business Bureau as well. Thank you for your cooperation in this matter. Sincerely, XXXXXXXXXXXXXX XXXXXXXXXXXX

Desired Settlement: I would like a letter from Louisville Water Company stating that this account is closed and that I will no longer be held liable for this service. I would also like reimbursement for services after March 6.

Business Response:

**** **** ********

I apologize for the inconvenience you've experienced in dealing with this issue. We are very close to having everything corrected.  Per our phone conversation last week, we are in the process of completing the credit adjustments to your account.  I have been in communication with our billing department who is taking care of the credit back to you toward the amount that you paid in May.  You will only be billed through 3/6/15, the sale date of the property.  The Billing Department has already credited $59.75 in usage charges (only 1,000 gallons of water was used from 1/9-3/6) and will be crediting an additional amount of $23.31 in service charges that were billed to you through 3/28/15. 

In addition, we are canceling the $6.36 bill that was billed to you for the time period 6/24/15-6/30/15.  That account has been closed and I will continue to monitor it.

In regards to your request for email and written confirmation that **** ******* is no longer in your name and that you will incur no further charges, I will send that today.  Please don't hesitate to contact me if there's anything else I can to do assist with this matter.

Sincerely,

***** ***

Manager, Business Operations

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

******** ******* *******

 


 

 

7/6/2015 Billing/Collection Issues | Complaint Details Unavailable
6/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently received a water bill for $250.00, double the amount I normally pay. I usually pay $120-$130.00 every two months. I called and a representative told me that I was not charged in the month of January that is the reason my bill is so high. But, I was charged in January. I requested for a Supervisor to call me, 3 days later I received a call back. She stated that my bill is correct and the reason it is so high is because they couldn't read my meter due to the snow and ice, so they estimated my bill. I did not receive a notice from them telling me that my bill may go up for a month b/c they have to estimate usage. When I saw the news they said that some bills may be high due to the meters not being read b/c of the ice and then they changed their statement to a new billing system being the problem. They said that 78 people were affected in the ******** area and I live in Portland. But, they are very consistent with saying that my bill is correct. I need the help from BBB because how does my bill go from $120 to $250. I have 5 kids and I am on a fixed income, never missed paying a bill either. How can they just estimate my bill and not even send out a notice or give me a heads up to what is going on. I am really an unsatisfied customer. I have an invoice of how much my bills have been/paid for the full year and none of them are $250.00. Please help us resolve this situation. Their reason does not even make sense.

Desired Settlement: I would like for them to fix my bill to the correct amount b/c $250 is not correct!

Business Response: Dear Ms. ****,

Thank you for your inquiry regarding the balance of your Louisville Water bill. I apologize for any confusion and inconvenience this has caused you. We recently converted to a new billing system and for a small amount of customers who had an estimated bill in our previous system, the data did not convert over to our new system properly. We quickly identified this and will remedy to make right.

In review of your individual situation, you were billed for 10,000 gallons more than what was actually consumed. We have issued the proper adjustment of $67.00 and you will see a credit applied to your next bill. This credit means that the amount of your current bill is $189.09 instead of the $256.09 bill you received.

Thank you again for your inquiry and patience. If you have any questions, please contact me at ************.

******* ** ********

Director of Customer Service

Louisville Water Company

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

********* ****

 


 

 I truly appreciate the prompt response from the Water Company. But I still feel concerned about the adjusted amount. My bills range from $120-$130.00 for 2 months. $189 is still out of range. If u look at my bills u will see that I have NEVER had a bill close to the adjusted amount. I don't have any leaks so therefore I don't understand the amount. It is still about $50 over my normal amount. 

   All apologizes are accepted.

 

    Thanks,

********* ****

Business Response:

Dear Ms. ****,

I apologize for the delay in responding to your reply to your complaint regarding the billing error and correction on your account.  I have reviewed your account and can explain why the remaining balance is still higher than expected.  Unfortunately we don't have a lot of usage history to go by since your account began in May of last year and we read the meter every two months.  However, on the September and November readings, your usage was 11,000 and 12,000 gallons respectively.  When we estimated the meter in January and then again in March, we estimated your usage at 10,000 gallons.  I believe this estimation was low given the two readings before that.  The meter reading in May showed additional usage of 20,0000 gallons beyond what had already been estimated.  This amounts to a total usage of 40,000 gallons over 6 months, or 13,333 gallons per bill (for 2 months of usage).  This seems to be in line with the previous usage of 11,0000 and 12,000 gallons per month. 

Since the previous two bills usage were under-estimated and you paid a lower bill amount than normal, the May bill was higher than normal.  I believe that going forward you'll see that your bill amount is more stable since we should be able to get actual readings.  If for some reason we have to estimate your bill again in the future, we'll have more usage history to go by and can estimate it closer to your actual bi-monthly usage. 

Please don't hesitate to contact me at ******** with further questions regarding the meter readings and bills on your account.  If we need to set up a payment plan on your account due to the estimated bills and correction we are more than willing to do that as well.  Thanks for your inquiry and for giving us an opportunity to explain what transpired. 

Sincerely,

***** ***

Manager, Business Operations

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Thank you, for your response and helping me understand why my bill was higher. I really appreciate it! Yes, I most definitely need to set up a payment arrangement!

********* ****

 


 

 

6/2/2015 Billing/Collection Issues | Complaint Details Unavailable
5/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since late winter beginning of this year 2015 we & many of our neighbors have had bonging sounds coming from our main water supply line into the house. Seems to be a cause of air in the lines. We have called the water company many many many many times during the last couple months & they send a tech out BUT this issue has never been fixed. We have also spoken with many of out neighbors in our neighborhood on***** ******* * ********* ** that happen to have the very same problem. This has cause lose of sleep for months now due to the constant bonging every 15 to 25 seconds.

Desired Settlement: FIX THE ISSUE, STOPPAGE OF BONGING SOUND,

Business Response:

Dear Ms. ******,

Thanks for your email regarding the banging sounds coming from your main supply line.  I can imagine that it is a great source of concern and I have escalated to the appropriate people to handle.  Upon receiving your email I emailed the supervisor and manager of the ********* ****** group who have come out to your property a few times.  ****** ****, whom I believe has been in contact with you, set up pressure readings, unidirectional flushes, checked the valves and services, and consulted water quality.  We also have involved someone from our hydraulics department that deals with pressure issues and reviews.  He has been using data loggers to record and analyze pressure readings.  He has been reviewing the loggers and, as nothing has jumped out to him yet as a source of the issue, has changed the sample rates on the loggers to a much finer detail in hopes of identifying the problem.

At this point results are inconclusive and we are still in the middle of the investigation, but I can assure you that we are continuing to research the issue so that we can resolve the problem.  ****** will continue to be in contact as we look into this.  Please don't hesitate to contact me via email at ************** or phone at ******** if you need to speak with someone else about the issue or to get additional information. Again, I apologize for the lost sleep and stress that has resulted from this problem.

Sincerely,

***** ***

Manager, Business Operations  

5/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We asked the Louisville Water company to turn on our water at**** **** *** St. 40210. They never showed up and the water was never turned on but an account was activated that began incurring charges for no service. They also sent the bills to the wrong address for 5 months. I called the day after they didn't show up to turn on the water and told them that no showed up to turn on the water and I thought that would be the end of it. Then in March a woman called to find out why the bills were being returned. I assured here there should be no bill as there was never any service connected. Today we received a cut-off notice and a bill for $444.77 for service that was never connected.

Desired Settlement: The bill needs to be adjusted back to zero and the account needs to be closed!

Business Response:

Dear Ms. *****,

Thank you for contacting us about your issue with the account at **** * *** **.  Our records indicate that we did attempt to turn the service on as requested on 12/8/2014, but we were unable to leave the meter on as there was too much water running through the meter (often indicative of a leak).  Typically customers contact us to reattempt turn on and the account is activated upon completion of the first service run.  Your situation was unique in that you didn't have us turn the water on after the first attempt and so service charges continued to bill.  I apologize for the confusion about these charges and can assure you that we have taken care of waiving them on your account.

I have been in contact with **** *****, the Customer Care supervisor that you spoke with on 5/19.  She communicated that she advised that the $30 service activation fee (which covers the run in which we attempted to turn the service on) will be all that remains once we close the account and stop the billing.  Please contact me via email at ************** or phone at ******** if you have further concerns or questions about the account and remaining charge. 

Thanks again for contacting us and allowing us to resolve your issue.

Sincerely,

***** ***

Manager, Business Operations

5/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Just moved 400 miles to a new city, and cannot get water turned on in my name. My credit is perfect. I'm being told the last tenant at my house had an outstanding bill, so I must take a day off work to come downtown to prove who I am. Now that I'm here, my lease had day smudged in the date, and they can't be sure which day this month our lease started. So I agreed to even pay to the 1st because I need running water since I worked a half day in a mill. I will spending the next hour waiting for my landlord to drive downtown, to resign my lease in from of customer service. This is the worst run around I have ever been through.

Desired Settlement: I have lost $75 dollars at work to be here, because they can't chase their own unpaid debt. My landlord will get the water on today, I think it's very fair to be reimbursed for my time in their debt collection of the third party. I have done nothing wrong, to be treated like a thief and no paying customer, I'm not even a customer yet!!! I wish there were options for utilities. If this was any other product I would never use this company again, but I have no choice! I cannot even sue!

Business Response:

Dear Mr. ******,

 

I apologize for your poor inaugural experience with the Louisville Water Company. As you can imagine in today’s world, Louisville Water takes seriously security identification to protect our customers. It has not or is the intent to give our customers the run around.

 

I have confirmed we have all the documentation we require and service has been transferred into your name as of 4/29/15.

 

For your troubles, I am going to credit your account the service activation fee you were charged when we switched the account to your name. You will see this reflected on your next bill.

 

Again, I apologize for your first experience with Louisville Water and trust future exchanges are to your satisfaction.

 

Sincerely,

 

***** ***

Manager, Business Operations

###-###-####

5/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Problems with accurate meter reading resulting in improper billing. I called and complaining about a very high reading recently that was nearly double our normal usage. And sure enough, the next reading was about 1/3 of our normal usage. This is not the first time we have had these kind of problems.

Desired Settlement: Perhaps train your people more thoroughly?

Business Response:

I sincerely apologize for the inaccurate meter reading on your water bill.  As I'm sure you understand, the majority of our water meter readings are entered manually and therefore subject to human error.  I'm glad that the error was corrected on your very next bill.

If in the future you feel that a meter reading is out of line, please do not hesitate to call us at ###-###-####.  We will have someone come out to re-read the meter and correct your bill accordingly.

Thank you for taking time to provide this feedback.

Sincerely,

*********** *******

Manager, Customer Care

Louisville Water Co.

Consumer Response:

4/21/2015

I have two water meters at my residence; one for water to my home and the second meter for lawn irrigation. The irrigation meter is supposed to be in a "dormant" state but that is a minor issue at the moment. During the past billing cycle, this company claims to have sent someone out to our home that read one of the meters (the residence meter) but did not read the irrigation meter. Then the company went ahead and pulled an estimate of usage on the irrigation meter out of thin air of 4000 gallons after months of ZERO usage on that meter. The company then proceeded to bill me for this phantom usage. They have since sent someone out to verify that there was in fact ZERO usage for the billing period in question. This company has basically given themselves a ZERO INTEREST LOAN at the expense of their consumers and they are hiding under a policy of "WE DON'T ADJUST BILLS FOR AMOUNT UNDER 5000 GALLONS." How convenient for them and how convenient that their estimate was 4000 gallons. I believe this practice is in violation of state and federal consumer protection laws. I intend to pursue this through small claims court next if this is not fully resolved to my satisfaction.

I want a complete adjustment of the bill according to how the meter should have been read in the first place. I also want a credit on the monthly irrigation meter service back to the last time there was ever any usage on that meter. The meter is supposed to be dormant. I called in several weeks ago and after enduring 40+ minute hold times, I talked to an agent and she assured me the meter would be turned off. Due to the unending incompetence of this company I doubt that the meter was actually turned off. I also asked that auto-billing be turned off but that was not done. I had to login on the customer portal and do that myself. This is a company with a history of poor operations and even worse customer service.

Business Response:

Dear Mr. ******

I apologize for the issues you've experienced with the estimated usage and service charges on your irrigation meter.  Our Billing Department is looking into why the usage was estimated on the irrigation meter when an actual reading was obtained for your domestic meter.  In the meantime we are working to credit the irrigation service charges from August of 2014 to when the meter was recently turned off in April.  We will also be sending out a new bill with the correction on the irrigation reading. 

Please disregard the bill you received at the end of March as we will be sending a new bill.  Once all of these corrections have taken place I will follow-up to confirm.  Please don't hesitate to contact me in the meantime at ###-###-####.

Sincerely,

***** ***

Manager, Business Operations

5/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received by current water bill around the 19th or 20th of April, maybe later but close. The first thing I noticed was that this bill was more than 30.00 dollars than the last one. Then as I kept reading to see if there was any information to explain this I noticed that it was an (Estimated Bill). I called on the phone and got a very rude Customer Service Rep. He talked over me never let me finish asking the questions that I needed to ask. When I asked for a Supervisor he pretended he could not hear me and hung up. I called back was finally able to state the full purpose of my call, as before the guy only let me get out the part that I had been sent an estimated bill and I wanted that corrected. Anyway this time I asked my questions as why I had an estimated bill and he said they will send some one out to read the meter.Well I wrote an email through the water company's website, that included my complaint about the reps and the estimated bill. My response from them only said they would send someone out to read the meter. That doesn't fix either problem. Today as I write this it is May 7th. Someone came out yesterday and left a tag that said "No Leak." Ok I called and spoke to another rep and explained I wanted to know how they planned to fix the problem of the estimated bill. Yu see this estimated bill is 3000 gallons more than it should be based on our average usage. I looked at the previous bill it was 8,000 gallons, the one before that was 10,000 gallons, the one before that was 8,000 gallons, and etc. Our usage has for the most part never been more than 10,000 gallons. In the last few months our usage has been coming down as we have adapted better water usage practices. The rep I talked to today had no clue as to how to either my bill or credit my next one. I am we are on a fixed income and even if weren't, we don't have money to just waste on incorrect bills.

Desired Settlement: First I would like Louisville Water to remove 3,000 gallons usage from my next bill since that is the amount that appears to be over our average amount. Second I want a manager or a supervisor to acknowledge my email complaint regarding the first rep who needs to be retrained. Listening to the customer is the only way you can help them. They say they record the calls for training purposes so they should have the call and my email. Listening is the most important part of customer service.

Business Response:

**** *** *** **** **********

I apologize for your experience with the Louisville Water Company’s customer service. We implemented a new customer care and billing system in late March and recently encountered a billing error within your billing cycle in which bills were estimated when we had obtained regular readings. While we are adjusting to the changes and processing times are longer, it is not an excuse for our team members to be unprofessional and unwilling to help our customers. We will make it priority to review whom you interacted with and ensure we provide a teachable moment on our customer service expectations. 

I have sent your account to our billing department to make the correction on your bill.  They will send out a corrected bill within the next 5-7 days.  Please don't hesitate to contact me at ******** or ************** if I can be of further assistance.

 

Sincerely,

***** ***

Manager, Business Operations

Consumer Response:

etter Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** * ***** *********


 

 

4/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: LWC has recently started using a new Customer Care Portal program. It took 5 weeks for me to get set up on this account because the Customer Service Personal could not figure out that my social security number was WRONG in their system. Now once I get set up on this new system I pay my bill and I am being told there is no means of printing my confirmation number. I have been told that the problems are MY problems and there is nothing they can do to correct this or help me with my problem. Unprofessional attitudes, lack of knowledge of their program, and unwillingness to help. Any other company that allows for payment online provides service, help, and answers to their customers. This is not the case of LWC.

Desired Settlement: Provide me with my confirmation in written form. Fix your program portal to allow printing of a receipt after paying the bill. Teach you Customer Service reps that the public is just trying to pay their bill, have a receipt for the payment, and helpful service reps when trying to get answers over the phone. Lastly, apparently 25+ service reps are not enough to handle the volume of calls LWC is receiving otherwise one wouldn't have to wait 90 minutes to talk to a rep.

Business Response:

Dear Mr. ******:

 

I apologize for your experience with the Louisville Water Company’s customer service. We implemented a new customer care and billing system in late March. While we are adjusting to the changes and processing times are longer, it is not an excuse for our team members to be unprofessional and unwilling to help our customers. We will make it priority to review whom you interacted with and ensure we provide a teachable moment on our customer service expectations. We continue to make enhancements to our customer service staffing and our customer self-help options online and through our automated phone system in order to serve our customers more efficiently.

 

I appreciate your feedback regarding the lack of confirmation number for your payment.  Regarding the printed confirmation number, I can advise that we are implementing an email confirmation once payment is remitted.  We have been in communication with our support team and will have this executed within the next week.

 

For your payment of $10.15 on 4/22/15, the payment event id is ************************.  I have attached a document with a screenshot of the payment from our new system.

 

Please don't hesitate to contact me if there's anything I can do to further assist.

 

Sincerely,

 

***** ***

Manager, Business Operations

************

 

 

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution while not 100% to my satisfaction would be acceptable to me.  I would have liked to see an actual confirmation number verses a screen shot of my account for the payment of the $10.15.  I also would have liked to see a statement that the LWC's new billing program was updated to allow every customer who wishes to print a receipt from the payment made.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** ******

 


 

 

4/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted customer service representative to put my husbands name on the bill so that we can satisfy the trustees on my husbands trust account. They claim that they cannot do that unless we close out our account, file a new order for service, and pay a service fee and a new deposit. What??? Just to get my husbands name on the bill to satisfy the trustees so that the water bill can be paid up to date and stand current from here on out. Their being unreasonable to expect us to have the water turned off, pay another fee for a new account to be opened and pay another deposit is outrageous. We are trying to be good customers by having this taken care of now and from here on out and they just don't want to push a few buttons and change a name on the bill. Shame on Louisville Water Company for acting like bullies.

Desired Settlement: Name changed on bill so that it reflects******** name shows on the bill, no cutting the water off to accomplish this and no additional money out of our pockets beside our charges that we owe from previous bills

Business Response:

Dear Mrs. *******,

I apologize for the inconvenience you've experienced with trying to get this straightened out.  I do see that your husband's name is on the account, but he's listed as the co-responsible while you're listed as the main account holder.  I have just spoken to one of the supervisors in our Customer Care department and asked that your husband be listed as the main account holder so that his name will show on the bill, with you listed as co-responsible.  This will allow for the account number to stay the same and for no fees to be charged.  **** ***** in Customer Care will follow up with you once she has completed the change. 

Please let me know if there's anything else I can do to assist with this request. 

Sincerely,

***** ***

Manager, Business Operations  <

2/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 2-10-2015 the water was cut off at my residence. I called the water company to inquire why. I was told the water was cut off because I did not have an account set up in my name. I stated that I did not understand this because after receiving a letter in the mail form the water company asking for documents to transfer the bill to my name, not only did I comply, but I called back a week later to verify that the documents had been received. The woman on the phone acknowledged that the documents were received and that we could now set up the account in my name. I found this infuriating as the reason we were able to set up the account was because the water company had received the documents necessary to do several months prior. After checking my bank account to see if the new account number matched the one I had been paying on, I found that there were two different numbers. When I acquired as to why, I was told that the account number I had (*********) was a generic account number denoting that a residence was receiving water without a proper account. This seemed unethical to me; that the water company would set up and account for me to pay into, acknowledge they indeed received payment, yet still turn off the water. When I asked at this time why the water was cut off, I was told it was cut off because it has been scheduled to be cutoff when the prior residents had moved out in Aug of 2014. I stated that I have lived in the house since Aug. 2014 and have been paying the water bill since that time. I was told it didn't matter and that since the water was scheduled to be cut off (for the past FIVE MONTHS) it had to be cut off because there had been no account set up in my name. Now furious I asked, If the water company acknowledges that they received the paperwork they as for the prevent this from happening and they further acknowledge they have received payment for the residence for the past five months, then why on earth was the water shut off? The answer I received made absolutely no sense to me... The representative told me again that the water was shut off for other reason than it had been scheduled five months ago.

Desired Settlement: I want a letter of apology from the water company and a refund check for the water I had to purchase to get through my evening and the next day. Further more I would like the charges reimbursed to me for having the water company come to my house and turn on the water that never should have been turned off in the first place. Lastly, I would like one day’s average water use waived from my next bill for my inconvenience.

Business Response:

Mr. ****,

I apologize for the situation that you were faced with and the inconvenience that it caused.  Our records show that last account holder turned services off on 8/25/14.  When we went out to get our regular meter reading in November we detected usage and generated the dummy "Service Found On" account and sent the letter notifying you that an account needed to be established.  We spoke with you on 11/21/14 and advised of the information that we needed.  We do show that the information was received on 12/3/14, but a phone number was not listed so that we could call you to set the account up.  When you called a week later to follow-up on whether that information was received, that information was not entered into our system and the account remained in the dummy account name.  The order to plug the service was created by the dummy account since service had not been established in a real cusotmer name. 

I understand your frustration with this process and apologize that the service was plugged when you were paying the bill on the dummy account.  I have credited two fees on the dummy account totaling $50, one of which was charged in error.  On your new account I have waived the service activation fee as was requested.  A total credit of $86.24 will be transferred over to your new account (which currently has a $50 balance from the deposit).  After the credit is transferred, your new account will have a credit balance of $36.24 which will be applied to the next bill.

Please contact me at ******** if you have questions or concerns about the above information.

 

Sincerely,

***** ***

Manager, Business Operations

###-###-####

2/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Well this past week or so I received a bill that was 400 and some change. I quickly called the water company and tried to figure out why my bill was so high. I then spoke to a ****** from the Lou. Water Co. on Jan. 15, ****. and she advised me that the extra amount is from and old bill from **** ******* Ave. Well here is were the issue comes into play. I never lived at *******, and I have been explaining this for months. Well ****** then tells me to pay 170.77 which is past due amount along with late fee and an old transfer bill of 14.52. I paid this on the 17th of jan. and on the 23rd I called because I came up from down stairs and my water is off. I spoke with **** and he said his supervisor is on another call and that I needed to speak with the collections dept. Well this is crazy because they have a copy of my lease with the people who live there with me, which is myself and my 2 children. Then they even have my landlords name phone number and address and they even spoke with him and he told them who was on my lease. Now its in the middle of the day and they playing with this water. I am not happy at all. They keep saying My husband use to live there, well IM telling them im not married and i only live with my children and they still trying to make me pay someone elses bill that is not related and my name is not even on that old bill. Since when does the water company get involved with someones personal life any way??? Im just saying that this is an invasion of privacy and that if I was married and only me and my kids are on the lease then thats who you bill. not put a bill on some one else from which they didnt live. I dont have time for these games they are money hungry and they think that some one is stupid, i will take them to court if they keep trying to pin me with a bill that i NEVER had. Another thing is that when this was going on I did everything to cooperate with the louisville water company collection dept and they was suppose to be making phone calls to my land lord and getting back with me and they never did. So im just Ish out of luck when it comes to them. These are unethical practices and everyone should be informed of how the Louisville water company operates. Make sure everyone is double checking your bill because you might have an unexplained amount and they took from another residence which you never lived and tagged it on to your bill. I refuse to pay this charge on mine because right is right, and this is not right! Im going to speak with a lawyer tomorrow about this if this is not resolved.

Desired Settlement: I need for louisville water company to reconnect my service TODAY, and I need for them to bill that **** ******* to the correct account and owner of that account, and stop putting that responsibility on me especially when they have my lease and my landlord contact information. Since they check credit to activate service, all they have to do is look under the list of address that I have lived and they will not find that one. Please turn my water back on and fix this immediately I would also like for this reconnection fee to come off

Business Response:

Ms. ********r,

I have reviewed the account at **** *********, including listening to the recorded calls from July and August.  On July 21, **** you contacted us to start service and stated that water would be in your husband's name, ***** *******.  He then got on the phone, and his identify was verified after he confirmed his social security number.  At this time you also stopped service at your old address, **** *********. During that call Mr. ******* was advised that he had a write-off balance from **** ******* Ave that needed to be paid and that you had a past due balance from ********* that would need to be paid before starting service. That call concluded after the rep advised that you should contact us back to start service after the balances were paid. 

On August 6, **** you and Mr. ******* contacted us again to get service started in Mr. *******'s name.  It was stated that he was your husband and his social security number was confirmed.  Because service was on without our authorization and we needed to verify who was responsible for the water usage to date, we asked for you to provide a copy of the lease, photo IDs, and social security cards for everyone on the lease.  You contacted us again that day and stated that ***** was not on the lease, but still wanted water in his name.

On September 24, **** the service was plugged because water was on and being used without our authorization and there was not an active account at the address.  On September 25, **** a lease and photo IDs were brought into the office and again service was requested in Mr. *******'s name.  I was able to locate the information that was scanned that day and photo IDs for both you and Mr. ******* were presented as well as the lease.  Service was started in your name per that is the only name listed on the lease, but our Collections representative was able to verify through our identity verification tool that Mr. ******* is your husband.  Because of this, you are equally responsible for his write-off balances and his balance from **** ******* was transferred to your account. 

When our Collections representative spoke with you on January 23 he reviewed this situation with our legal department.  It was verified that Jaque's balance is subject to transfer because of marriage and that you can provide documentation if you have separated or divorced.  You can fax that to us at ************ and we will be happy to review and discuss the resolution with you. 

Please let me know if you have further questions or concerns that we can assist with at this time.  You can reach me at ********.

 

Sincerely,

 

***** ***Manager, Business Operatio

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

******** ********r

 


 

 I am not satisfied with this response because the water company asked for the lease and seen that it was in my name and that mr. ******* was not on it. That should have been enough since they said no that the water couldn't be on in his name.  Furthermore for the part about water being on without the louisville water company authorization I did advised them that when I moved in the water was already on so don't make it seem like I didn't tell them. I'm outraged that that would even come up. I never cut the water on and I still had to pay for that too even though the landlord had something to do with that. Also the invasion of privacy was crossed because I can say I'm married to anyone and no one ever needs to know my situation.  I'm seperated but to them it's all about proving they were right and so they can get paid either way.  I'm over it. I'm not satisfied and won't be until this amount is removed and I don't have to pay for anything that is not mine.

1/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have paid my bill and was granted an extension on the remainder of my bill until January 21 . The water company turned my water off and even after admitting it was their fault promised to have my water back on I was supposedly put on a rush order. It has been four hours and still no water. This is not the first time this has happened either. I guess because they are the only water company in Louisville they think they can get away with things like this. I have been paying over $120 every month to them for several years now and that to me is absolutely ridiculous. I feel if they are going to ***** up in this kind of a way they should at least credit your account for the inconvenience of the situation especially when I just paid the ******* $177 two weeks ago

Desired Settlement: If they are going to offer their customers extensions they need to stand by that and not disconnect service until they review account or have the ***** to knock on the door and let customer know what they are about to do. They are being paid no telling what for sticking a pole in the ground and turning it at least have common decency and make a phone call or something. Something needs to be done if its happened to me this many times no telling how many people they are doing this to.

Business Response:

Dear Ms. *******:

I have reviewed this with Ms. *******, a supervisor in the Customer Care Center, and she advised that she followed-up with you by phone today.  I apologize for the error that was made on your account; you did indeed speak with a representative who noted that she gave you an extension for 1/21, but she did not enter the extension.  Due to the error, your service went out for disconnection on the normal turn-off date and was turned off on 1/14.  The order was rushed, which typically is within a 4 hour window, but due to the number of rushes at that time it went beyond the window by about 15 minutes.  I understand the inconvenience that this caused you and again apologize for the error. 

Ms. ******* has placed a request to waive the water service charge of $15.67 on your 1/6 bill and we will also be waiving the non payment fee charged to you erroneously.  Please don't hesitate to contact me if you should have any further questions or concerns to discuss with me.  You can reach me at *********

 

Sincerely,

 

***** ***

Manager, Business Operations%

1/26/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Water was turn on illegal at **** **** ***., by renter and water company is charge the home owner for the bill, Ms. ******* have a year lease with me.

Desired Settlement: too clear the full amount

Business Response:

Dear Mr. ****:

Thank you for bringing the issue regarding the bill for*** * **** ****** to our attention and for providing the lease for your tenant, ***** *******. We have transferred the balance to your tenant and the drainage only account in your name now reflects a $0 balance. The drainage only account will remain open as long as there is not active water service at the property per statute. Please email us at********************* if you receive further bills or call us at************ ext**** and we will help to resolve the issue. Don't hestitate to contact me if I can be of further assistance.

Sincerely,

 

***** ***Manager, Business Operations

1/7/2015 Problems with Product/Service | Complaint Details Unavailable
12/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was given a notice to have my bill paid by the 12th of Dec. ****, which I had done. The payment came out of my checking account on the same day. I got notice from my daughter that my water had been turned off. I did pay my bill from my bill pay on my banking account because everytime I used the water compainies, they continued to ask for my routing number and I didnt always have that wilth me. Even thought it had left my bank the same day, they said that they hadnt received payment. So I called my bank to see when it would leave them and they said that I had already left them and I should call bill pay..I called bill pay to ask when it should get to the water company and they said it would take another day but that they would be willling to fax them information stating that the bill had been paid. I have been paying an outrageous bill for the last few months and if I could pay that, what makes them think that I couldn't pay the $100.00 to leave my water on..I had called them to find out why my bill was so high and that said that I might have a leak somewhere and that they wasn't sure what the problem was. My bill was over $400.00 and some how I managed to pay it off. If I gave you proof that the bill had been paid, and the actual payment was only a day behind, I can't see why it was so hard to have my water turned back on..I was a little angry on the phone but the CSR's were not all that friendly themselves. They acted like I'm on the phone with them every month for nonpayment and until a few months ago when my bill became sky high, there were no problems, but the minute your water gets turned off then you're treated like a dead beat. Looking at my bill tells you that the payment is always paid.

Desired Settlement: I would like to not be billed for a reconnect fee seeing that the bill was actually paid and I was willing to send them proof of that if they had accepted it and an apology because in order to get my water back on I had to go through some things while I was at work and I had to stop the payment from my bill pay so that they wouldn't get paid twice..

Business Response:

**** *** ******,

I apologize for the frustration that you've experienced due to this issue.  It does sometimes take several days for us to get online banking payments because the bank actually mails us a check once it's been processed.  After we receive the mail, the payment is processed same day.  Unfortunately even though it's an "electronic" payment it can take a few days for the payment to be posted to your account. 

I left you a message at the number provided shortly before 2:00 to advise that I had placed an order to restore service and that I had removed the $25 non-payment fee.  It is evident that you've been paying higher bills recently due to higher usage and I wanted to discuss that with you as well.  Please call me at******** at your convenience. 

 

Sincerely,

 

***** *********** ******** ********** %3

11/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a home. I called Louisville Water to connect the water meter in 2011, about mid-year and was told on the phone "you have an unpaid bill". I have received bills since, including from a collection agency, purported to be legitimate MSD/Louisville Water Company charges. I have not yet used the drainage , nor have I ever yet allowed any other person to use the drainage, since my purchase in June 2010. I would have been paying a water bill since mid-2011, except for this erronious billing. I am a new customer in Jefferson Co. KY . . . having only in the past had a water bill in Spencer Co. KY from the Taylorsville Water Company . . . with whom my family farm was one of the original subscribers for the construction thereof. WHAT IS THIS CHARGE? Thank you,

Desired Settlement: I would like the charges removed from my name, and I would like a water meter installed at **** ***** **. Thank You. ****** ******

Business Response:

Dear Mr. *******

 

Thank you for your inquiry about your property at **** ***** **.  I have reviewed the address and discovered two different situations which I would like to explain.

 

-          In January 2011 we discovered unauthorized water usage at the address.  As property owner, you were initially charged for this usage.  However, my review of the account uncovered that there was no meter at the address shortly after and we were unable to verify the usage and when it occurred.  I have removed your name from this account as I don’t believe that we have conclusive evidence to hold you responsible.

-          The second matter at the address is an account for drainage (stormwater) charges in your name.  This account was set up by our sister utility, Louisville Metropolitan Sewer District.  Drainage charges are billed to the owner of the property whether or not there is active water service.

 

Essentially, MSD provides a system for managing storm drainage and surface water runoff from your property.  The fees involved for providing this service are applied to all developed parcels of land within the MSD drainage service area.  The amount of service fees on the drainage only account in your name amount to $516.24 as they date back to 5/5/2011.

 

The following link on Louisville MSD’s website can provide further detail on the billing of drainage charges. 

 http://www.msdlouky.org/pdfs/DrainageServiceChargesAugust2013.pdf/

 

Please contact me at ###-###-#### if you have further questions regarding the drainage charges.  At that time I can also put you in contact with someone at Louisville MSD. 

 

Best,

 

***** ***

Manager, Business Operations

11/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April 16, 2014 I received a letter that there may be a leak in my water line as well as a bill for $5,284.31 for 1,393,000 gallons of water. I called to discuss the process with Louisville Water Company and was told to get the repair made and fax the repair immediately upon completion and my bill would be credited the amount of the bill except for the amount over my average usage. After spending $2,086 for leak detection and repair I faxed my repair bill to Louisville Water Company. On June 9th I received a letter stating that the bill had been revised and is now $1,163.54. I then received a bill for service 4/3 to 6/4 for an additional $3,197.33 which was unusually high because the period of time between notification of the leak and the repair actually being made was included in that bill. I then called Louisville Water Company back and was told to make a $100 good faith payment based on my average usage while they send this back to the credit department. I again was told that I should be credited to reflect the amount of my average usage. I was then sent a letter on 8/1/14 stating that I received another credit and my new bill was $2,926.42. I sent in another good faith payment believing that more credits would be made and then was sent a final notice letter. I called Louisville Water Company and for the first time was told that I only get credited half the usage amount in this case. This was the first time that this policy had been shared with me in any of my conversations with the Louisville Water Company. I've left 2 voice mails with a supervisor and have never been called back by anyone representing Louisville Water Company to assist with this billing problem.

Desired Settlement: I would like for my bill to be credited the amount above my average usage which I have been told was about $100. I believe that I should be credited this amount because 1. I was told on separate conversations that I would be credited that amount and 2. Louisville Water Company did not read my meter between 12/2/2013 and 4/3/2014 when the normal time between readings is two months. I believe that this failure to properly gather the reading from my meter may have led to such a high bill as the issue may have been detected much earlier had they followed their typical reading procedures.

Business Response:

I apologize for the confusion over our leak adjustment policy and that it was not sufficiently explained prior to the credit being applied.  I hope this communication sheds some light on our adjustment procedures.

 

As you know, a water leak on your property can dramatically increase your water bill.  Once those leaks are repaired, LWC customers are eligible for two bill adjustments every twelve months.  Customers simply document the repairs and send us the receipts with a completed adjustment request form and we adjust 50% of the overage amount (50% of the amount above your normal average).  The adjustment is a courtesy and is based on historical usage.  Only a handful of water utilities in the United States offer this service.

 

We use the same formula for each adjustment, based on the bill amount.  In your case, we also granted an additional 25% of the water overage on the April bill since the prior bill was estimated due to weather conditions. 

 

I apologize that you were not contacted by a supervisor when you requested one and left messages and I would like to give you my contact information so that you can contact me at your convenience to discuss.  My direct line is ********. 

 

In the meantime I will take care of late charges and other fees that you have incurred during this leak situation.  I have also placed a hold on the account so that you’re not in jeopardy of being turned off while we work toward a resolution. 

 

Sincerely,

***** ***

Manager, Business Operations

###-###-####

 

11/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a water bill from the Louisville Water Company (Account Number *********) for $131.43. This bill is for property **** ******* ******, Louisville, Kentucky 40211. The problem is I never authorized a contract with the water company or requested a bill be placed in my name. The company can't tell me how this happened and won't remove the debt or bill from my name. Identity theft is a serious matter.

Desired Settlement: Remove this debt and bill from my name and close this account I never opened.

Business Response:

I apologize for the inconvenience and that it took several calls to resolve your issue.  The drainage only account in your name was opened after the previous account was closed due to non-payment.  The tenant did pay the amount owed to restore service and the balance in your name has been transferred to the responsible party.  Please feel free to contact me at ******** if you have any questions about what transpired. 

 

Sincerely,

***** ***

Manager, Business Operations

Louisville Water Company

9/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted Louisville Water in the middle of August 2014 to inform them I would like to disconnect services on 8/29/14 because I would be moving from the residence. I was told the order was put in to be completed on that date. A few days later, I was told by my landlord that the new tenants wanted to move in the same day I would be moving out (8/29/14), so i decided to change my move out date to 8/22/14. I called all the companies I had an account with (Louisville Water, **** ***** ******** and **********) and informed them all that I would like to move my disconnect date up from 8/29 to 8/22. I wrote each companies name down on paper and checked it off after I spoke with them. I have received a final bill from Louisville Water for services from 7/31 - 8/29. I only resided in the home and requested to pay for services from 7/31 - 8/22. The balance owed right now is $114.00 and some change. Im not sure how much (if any) water was used from 8/22 - 8/29 but I was not living there and did my part by calling to request the correct disconnect day. I cannot help Louisville Water failed on their part to have that completed.

Desired Settlement: I would like to have the amount removed from my final bill for the time period of 8/22 - 8/29 being as I didn't reside at *** ******* ***** at that time.

Business Response: Thank you for bringing this matter to my attention.  A review of your account does show the initial contact made with us on 8/13/14 in which you scheduled an order to turn services off on 8/29/14.  We unfortunately have no record of a conversation after that time when the off order date was modified.  As a courtesy for your inconvenience, I am crediting 7 days of service charges for the time period 8/22-8/29.  This amounts to a credit of $8.96.  Fortunately your usage was less than your monthly average of 9,000 gallons so it does not appear that water was used during this time period after you moved.

 

Please expect a letter from us in the next week showing your modified balance.  Don’t hesitate to contact me at ******** if you have further questions. 

 

Best,

***** ***

 

Manager, Business Operations

9/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I do not owe this bill. This is regarding location ***** ****** ****. Louisville, Ky 40219.... I have not lived at this location since April 22, 2013. My ex-husband ***** ******* ask me to move out of this house on that date and he stayed in the house. I do not know when he moved out of the house we got a DIVORCE on Aug. 22,2013 and he signed the house over to me at that time. I was told he had the water turned off when he moved out and our daughter moved in and had the water turned back on but I do not know what date that was. on Aug 23 the water bill was in our daughters name ******** and **** ********* JR. the water bill was never in my name. I received a bill at the beginning of 2014 and I called and they told me it was my bill and I had to pay it. I explained it was not my bill because the house has been empty since Aug.22 2013 and no water had been used at this address because no one lived at that address and the house has been up for sale. they told me it was for draining / maintenance fee.... for one thing no water that i have used have not been ran through the drains or no one has done any maintenance on the drains at this location.

Desired Settlement: a 0.00 balance and off of my credit report.

Business Response: I have reviewed the information and verified that this is a drainage account set up by our partner utility, Metropolitan Sewer District, in which you were billed for the time period 9/26/13- 6/24/14.  According to MSD, as owner of the property you are responsible to pay drainage service fees which cover the drainage runoff from the property that goes into the outside drains.  These service fees are charged whether water is on or off at the property.  MSD verifies ownership of the property through PVA records prior to setting up the account.

If desired, MSD’s website has information detailing drainage service charges.  The documentation is under “Proposed MSD 2014 Wastewater and Stormwater Rates.”  There is also information available on the city ordinance that requires MSD to charge for drainage services under the link “MSD Board Resolution to Amend the Schedule of Rates, Rentals, and Charges.”

I will pull this account back from our external collection agency to allow more time to pay without this affecting your credit report. 

Please free to contact me at ******** if you have further questions.  I will also be happy to put you in touch with a supervisor at MSD. 

Thanks for bringing this matter to my attention and allowing me the opportunity to research and offer an explanation.

Best,

***** ***

Manager, Business Operations

7/15/2014 Problems with Product/Service | Complaint Details Unavailable
7/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I started having problems in march 2014 when I made my payment online through there sight for some reason my payment did not go through on there sight I called in march to see why it did not go through and they said that there was a problem on there sight and they would waive the 18.80 dollar charge I payed my payment that day conf#080160 the payment keeps showing up on my bills I called today 7-3-2014 and the lady told me that I had to pay the 18.80 dollar charge even though it was not my fault why should I have to pay for a charge that was not my fault.

Desired Settlement: I paid my bill today with the 18.80 charge and I want a refund

Business Response:

Dear Ms. ******:

I've reviewed your account and found that you were billed $161.71 on April 24th.  We didn’t receive payment by the due date of May 15th, so on May 19th the account was charged a late fee of $8.09, bringing the balance to $169.80.  

A payment in the amount of $151.00 posted to the account on May 19th , leaving a balance of $18.80.  Since only $8.09 of the balance was a late charge, when you contacted Louisville Water on July 3rd that's the amount the representative offered to waive.

We have removed the late fee and you now have a credit on your account in the amount of $8.09.

Thanks for bringing this matter to my attentiona and allowing me the opportunity to research and offer an explanation.

Best,

***** *******

Manager, Customer Care

 

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

********* ******

 


 

 

 

6/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The water company turned my water OFF for no reason and even they don't know why it's turned off. So far it has been over 6 hours and my water still isn't turned back on. They said they were sending out an emergency vehicle which still has not arrived. The lady I talked to the first time was EXTREMELY rude they cannot give me a time or even a ball park time when this so called emergency vehicle will be here. I called to speak with a supervisor 5 hours ago and left a message and still have not received a call back. This is their fault and they are doing nothing to fix it. I should be a priority they should have already had someone out here this is unacceptable. I bet if they had competition and I had options to go elsewhere this mistake would not have happened and the customer service people would be much nicer.

Desired Settlement: First off I deserve an apology for this and for the rudeness of their workers. I personally think it's stupid that they get paid for something I can go out there and do, it's a total waste of tax payers money for them to have a job. Secondly if they are going to turn water off the resident of the home should be notified especially when it's not do to non payment. I want my water turned back on and left ALONE FOREVER

Business Response:

I sincerely apologize for any rude treatment that you feel you received while speaking with a representative of Louisville Water.  We take customer complaints seriously and will follow-up with the individual(s) that you spoke with providing coaching as necessary. 

As for your water service interruption, our records do not indicate that we turned your water off.  According to our billing system, we were at your property on June 16th around 2:30pm to gain an initial reading to begin service in your name.  While there, the field tech noted that the service was already on but the meter lid was loose, so he/she tightened the lid. 

We have no record of being back at your property until you requested that we come back on June 18th due to not having water service in the home.  Again, I apologize for any inconvenience that the service interruption may have caused but do not feel that Louisville Water was at fault.  I'm glad that we were able to restore your service on June 18th as requested.

Kind Regards,

***** *******

Manager, Customer Care

5/27/2014 Billing/Collection Issues | Complaint Details Unavailable
4/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have moved into a new address,water was cut off I was trying to put in my name to have turned back on,the water co told me I have a past bill from over 5 yrs ago that was 489.00. It had been written of because of so long ago. But for service to be turned back on in my name that old bill needs to be paid. They will set no payment plan it has to be in full. I am single mom 3 kids just tryn to make it now we have no water for the fact that the water co will not work with me. In serious need of so help........thank you ******** **********

Desired Settlement: Make payment plan just need water turned back on asap,willing to pay each week if water is restored......

Business Response:

Dear ******** **********:

Thank you for giving me the opportunity to respond to your concerns.   Louisville Water works hard to follow consistent policies and offer all customers the same options to pay for their water usage.  It appears that our Collections team informed you that your total debt is $579.59.  Further, we offered to accept $400 (70% of the balance due) to restore your water and allow you to pay the remainder at a later date.  We feel that this repayment offer is fair and consistent with what we offer other customers in situations similar to yours.

Please do not hesitate to contact us at ***** ******** to discuss further.

Sincerely,

 

***** *******Manager, Customer Care

4/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: During the last year my water bill has been estimated due to mud in the vault 3 times. The water usage has been from 2,000 to 11,000 gallons. In 2012 the bill was estimated due to water in the vault 4 out of 6 times. Water usage was 2,000 to 11,000 gallons. I don't know what the problem is that they can't read a meter, if their is mud fix it. I don't have a pool, garden,or use a dishwasher and I take showers and have a HE washer. Also for several years my road has been charged a drainage fee even though I'm not near sewers. We are charged for the rain to fall on our property. The water company hasn't done anything for drainage for me in 40 years. We are paying for the fat cats at the water company to get a big bonus. My big bonus from social security this year was $20.00. I asked about a discount on drainage but I can't get it because I not on sewers I'm just on drainage from the rain. I am sick of the water company.

Desired Settlement: My meter read right 6 times a year and a discount on a drainage fee that we shouldn't have to pay.

Business Response:

Dear Ms. *********:

Thank you for bringing this matter to my attention.  As for your first concern, I apologize for the number of times that we have had to estimate your bill.   I'm not sure what the exact cause is for the apparent build up of mud in your meter vault or if there is something we can do to resolve it.  So, I have asked our metering department to look into long term solutions to prevent multiple estimated bills at your home.

In regards to your concern about paying for drainage fees, Louisville Water Company acts as a billing agent for Metropolitan Sewer District (MSD).  MSD charges customers separtely for sewage service and drainage.  If a customer is not on sewers, as is the case in your situation, they are not charge for sewage services but are charged for drainage.  All cusotmers in MSD's service area are charge for water runoff as the water makes its way into the MSD system at some point and is treated.

Thanks again for giving me the opportunity to explain our billing practices in more detail.  Please do not hesitate to contact me directly to discuss further.

***** *******

Manager, Customer Care

###-###-####

4/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been paying Metro Sewer District for the runoff on my property since August 2013. I called them the 1st week in March and asked them what the final balance was for the run off bill and told them that I would no longer be responsible for it because the property was no longer vacant and a tenant would move on on Wednesday March 12, 2014 and occupy the property. I spoke with ***** about the situation and explained what would take place. ***** reviewed the charges and stated to me that nothing was due because the property manager ****** ******* Realty had paid the balance and turn the utilities on in their name and the transfer of services would be on them. Then she stated I did not owe any money to Metro Sewer District or the Water Company. Today March 24, 2014 I received a bill from ********* Collections stating I owe them $52.61 and have not paid it. I am very upset that I am receiving this letter since I called to handle this matter 3 weeks ago. I have no problem paying this account but I do not appreciate the attempt to damage my credit after I called and was told I don't owe them anything.

Desired Settlement: This should not have been placed in collections and would not have been if the customer service agent ***** had given me the correct information. I want this issue resolved and I want it removed from collections.. I will only make a payment to The Louisville water company as I tried to resolve this but was apparently given incorrect information.

Business Response:

Dear ***** ******:

Thank you for bringing this matter to my attention.  We have contacted the collections agency and had your account removed from their records.  You can pay Louisville Water directly.

Thanks again for your patience in allowing us time to correct this matter.

Kind Regards,

*********** *******

Manager, Customer Care

3/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Was denied service at a house I was trying to rent. Due to previous tenant not paying a bill. Was told that I could not get service there until the other person paid their debt. Told me a was liar that I was not who I was and I was trying to bale out the other person! I don't even know who the other person IS!! I asked to speak to a supervisor and was denied. The customer service person name was Undre. Very rude and disrespectful people at that place. They shouldn't treat people like that.

Business Response:

Thank you for bringing this matter to my attention.

Unfortunately, based on the information provided in the complaint, it is unclear at what address the customer attempted to get service.  I need this information in order to properly investigate and provide resolution.  I have attempted to contact the customer and am awaiting a response.

*********** *******

Manager, Customer Care

Business Response:

Thank you for bringing this matter to my attention. I have been unable to reach this Ms. **** and, therefore, cannot speak specifically about any events that took place during the interaction. However, generally when a debt is owed at an address and someone calls for service, we attempt to collect the debt. If the person attempting to establish service has no connection to the debt, we simply ask that they provide a lease showing that they are brand new to the property.

If Ms. **** provides a lease, a copy of her social security card and picture ID, we can proceed with establishing service.

I hope this helps resolve this issue.

Sincerely,

*********** *******

2/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had sevral problems with the Louisville Water Company and not one customer service agent has been even remotley nice. They answer phone like they hate their job and life, they are rude and they don't work with you on the problem. This month I am being charged $50.00 because I no longer wanted to do automatic billing because I have had problems with them on that issue. They do this because they are the only Water Company in Louisville and know we have no other options. Worse company I have ever had to deal with since moving to Louisville.

Desired Settlement: I would like my $50.00 back I am going to have to pay because I no longer want automatic billing, and an apology for how rude EVERYONE has been.

Business Response:

Dear ****** * ********:

As with most companies who issue credit, Louisville Water Company requires that all customers who have had less than three years of uninterrupted service with us pay a deposit.  The deposit is fully refundable once the three year period is reached or the customer no longer has service with us.  If a customer enrolls in automatic bill pay, it's a step towards  lower risk, so Louisville Water waives the deposit for those customers.

If you have further questions or concerns, please do not hesitate to contact me directly.

Sincerely,

***** *******

Manager, Customer Care

Louisville Water

************

12/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I paid my water bill 12 hours late, they reassured me it would be back on that evening, 12-6-2013. It is now 9:15 pm on Saturday 12-7-2013, and I still have no water. This may not seem important to some or urgent to others but I have 3 children for whom I cook, clean, and bath on a daily basis. Not only has this inconvenienced my family and I but the customer service I received was appalling. The third time I called the lady stated " she wasn't going into this with me" when I tried to explain how and why this was unacceptable. as soon as she said that she hung up on me. I really want to get this resolved, but more importantly I just want to take a shower, give my 3 children a bath, wash my dishes and do some laundry. There is no excuse that can be adequate enough to explain why a person had to go 3 days without water, as it looks, I won't have water until tomorrow, hopefully! I'm a mother that works full time, and the date came 1 day before my payday, I hope this wasn't punishment for paying the very next day. LG&E even gives a 2 day grace period before they just cut you off, maybe louisville water company could do the same.

Desired Settlement: I would like a credit applied to my account for the day I didn't water.

Business Response:

Dear Ms. *******,

I apologize for the inconvenience of not having water and for the inadequate service that you feel you experienced.  I will pull the telephone calls and follow up with individuals as necessary.  As for Louisville Water Company's turn off practices, we allow a one week due date extension on every bill.  It appears that your water bill was due on November 12.  We do not interrupt water service until 2 weeks after the due date and you were granted a due date extension.   So, your service was not interrupted until December 6, three weeks after the original due date.  Being a utility, we try to initiate policies that are useful and can be handled in an equitable manner for our entire customer base.

Since you are not billed for water when it is turned off, I cannot issue a credit for the days that you did not have water.  I can, however, waive your $25 non-payment fee due to the delay in restoring your service.  I will also waive your water service charge due to the cusotmer service not meeting your expectations during such a difficult time.  You will see a credit for the water service charge in the amount of $17.01 on your next bill. 

I truly appreciate the feedback. 

Sincerely, 

 ***** ******* 

 ******** ******** ****

 

11/22/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The water company charged my family excessivly and during this period *** was in the area for several weeks yet they take no accountability. The water person visited our home in September 2012 and *** was on our street at the time and suggested this was the problem yet *** takes no accountability. Further, the water company bills for *** based on usage so if its a hot summer and we are watering our trees more the water isnt going through the sewer system yet we are charged for it. The amount in questions is exhorbitant ($900) for a 2 month period and we've paid 40% of it. The water company is threatening to disconnect our service when we pay on time each month. They also misapplied charges on our home for an 8 month period and truned off our account in error during the same time period in question. I also believe this could have something to do with the problem but they deny it. They are trying to bill us for 200,000 gallons we didnt use. If the methods to record the water were more technical it would be a better argument but they relay on a human recording and there is way too much room for error and again the meter reader suggested it was ***.

Desired Settlement: I would like for the water company to take the 40% we have paid and waive the rest. This process has been a huge waste of my time and I dont believe we are being treated fairly. I would feel differently if they used technology to collect data. I feel *** is really making the money on this deal since we always pay a premium in the summer and the sewer use isnt increasing. Please get back with me as soon as possible. Thank you.

Business Response:

Dear Ms. ******,

Your water usage increased between May 10th and September 10th, 2012.  This was reflected on the bills for the billing periods May 10th-July 11th and July 11th-September 10th.  You submitted documentation showing that a toilet was repaired on September 15th.  Your usage for the very next billing period, September 10th-November 10th was back in line with your average usage.  Since the repair, all subsequent  bills have been in line with your average usage prior to the toilet leak.  Therefore, we concluded that the toilet was the culprit.

As with any customer experiencing a water leak, as a courtesy Louisville Water Co. attempts to offer some relief.  Since the treated water did go through the meter, we cannot waive the full bill ($1957), but we did adjust 50% of the usage amount above your average, bringing the bill down to roughly $900.  This is the same courtesy we allow for any other customer experiencing a leak on their property. 

We also offered to set up a payment arrangement to allow you time to speak with an attorney regarding the matter.  That way, your account does not have to continue to be watched manually to avoid interruption of service. 

As for the misapplied payments, I apologize for any error on our part.  My understanding is that you had the auto-payment set up online through your bank.  Once you moved to a new address, your account number changed.  So, your payment continued to be applied to your previous account since the new account number was not updated online.  Each time we received notice that you had made a payment, we moved the payment over to the correct account.  We provided a ledger to show that each payment made was correctly applied.  This issue was resolved once you updated the account information online through your bank and now all payments are being applied to the correct account.

I am not authorized to speak on behalf of ************ ***** ******** (***) and I advised that you contact them directly with your concerns related to their business.  Louisville Water acts strictly as a billing agent on behalf of *** and other companies who provide sewer service in the area.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

***** ******

The toilet was not the culprit.  The replacement toilet occurred due to our children breaking the porcelain top.  The water company wont take responsibility for *** yet they bill for them (and apparently collect for them since this is a portion of the disputed amount.  If I need to make a separate claim, please let me know, but there should be some accountability since they are assuming responsibility for all collections and billings for ***.  As far as the billing errors - the apology is nice but the point has been missed.  Since the water was turned off and back on during the timeframe in question I think this could also contribute to the problem.  Last, the water company representative that came to our home to examine the meter also suggested it was *** who was on our street that day.  Please respond to this point since its extremely relevant.  Thank you.

10/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our service was diconnected on 10-2, due to an past due balance.When found out about this we promptly paid the amount requested scheduled someone to come out to turn back on the service. A day and a half go by and still no service, we called service back to see what was going on. The customer service rep said that someone came out but they could not complete turning back on the service. I rescheduled someone to come back out while we were home (customer service confirmed that someone would be out !!). It is now 10-5 and still no water service. This is unacceptable , there is no one who I can speek with to help us.

Desired Settlement: Turn on our utility that we pay for.

Business Response:

Dear Mr. ********:

It appears that we attempted to restore service on October 3 but the meter was spinning too fast.  To protect your home, we  do not leave the water on when this happens in case there's a leak.  Our records indicate that your service was restored on October 5.

If you have further questions or concerns please do not hesitate to contact me directly.

Kind Regards,

*********** *******

Manager, Customer Care

Louisville Water Co.

10/2/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The first is that I did not have services in my name but the past due amount from another address was transferred to me when I started services. I have asked for something in writing to show that I am legally responsible for a bill that was not in my name and no one from the water company will provide it to me. No one wants to listen and help me but they want to threaten me. They even changed my last name on the account to match the last name of the person whose name it was in. I had to go to the office and argue to get it changed back. However, they continue to leave the past due on my account and threaten me with shut off notices when I pay for my services. I have spoke to 3 different people trying to get this and they are all rude and not understanding. The last one had the name of Mr. Hayes and when I asked for his supervisor, he said he does not have one and there is no one else to talk to. When I asked for his first name, he told me I only needed to know him as Mr. Hayes. The second part is that the past due was originally $182.69. I had paid an extra $50 on my account so it should have dropped it to $132.69. Instead the amount as of today is $522.19. It keeps getting higher. Everyone at the company is rude and not willing to help me get this resolved.

Desired Settlement: The best outcome would be to have the $522.19 taken off of my account immediately. I don't even care about the $50 that I already paid towards the amount.

Business Response:

Dear Ms. *********:


Our records indicate three balances were transferred to your account at **** ****** ***.

1)      1)  $182.69- from 3728 ******* Ave.  Service at that address was in ***** *****’ name, but the landlord provided us with the lease in which ****** ********* is the only tenant.  The lease is amended to say that ***** *****’ was given permission to reside on the premises.  He is not a tenant and the lease specifically states that ****** ********* is responsible for paying all utility bills (#12 on the lease). We have copies of checks that show that ****** ********* was paying the bill for 3728 *******.  The checks have an address of 5315 ****** on them.  You are welcome to come into our office to review the lease at your convenience.

2)       2)  $101.51- Drain only charges from **** ****** **.  MSD requested a balance transfer; Ms. ********* was the owner of **** ****** **.

3)   $109.75- final bill from **** ******* ***.
.

When Ms. ********* put service in her name at **** ****** ***, we ran her social security number through our system and the name ****** Oakes came back.  This apparently was a previous last name and had been used on a water account in the past.  Our Collections department did not use the last name Oakes as a matching criteria to transfer the balance as the lease clearly shows ****** *********. 

The transfer balance and awareness that she had been at ******* and moved to ****** Ave came from the landlord.  He called to make sure his new tenant had put service in his name and gave a forwarding address for ****** ********* and ***** *****- **** ****** Ave.  He then provided us with the lease.

 In addition to the transfer balances, the account is accumulating late fees since the balance hasn’t been paid.  Two months ago the account was in danger of being disconnected for non-pay and Ms. ********* emailed the mayor’s office requesting to speak to a supervisor.  Our Collections manager kept service from being interrupted as a courtesy, called her back and left messages twice, and did not hear back from her.  She is eligible to be disconnected for non-payment at present.

Thanks for giving me the opportunity to look into and respond to your concerns.

Sincerely,

*********** ** ******* ******** ******** ****


Louisville Water Co.

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The Louisville Water Company is not trying to resolve the issue.

1) I did not have any agreement with Louisville Water Company to pay the water at **** ******* ******, not by verbal or written. The lease was not with them. They say I owe the money but will not provide anything stating that I am legally responsible for doing so since I did not open that account.

2) Anything that I owed previously was paid when they transferred my ****** Drive past due + additional, unnecessary fees to *****'s bill. It was $400+. The bill for MSD came at a later time and I called to let MSD know when I was not the owner of the property and she was suppose to remove the charge since it was not mine.

3) Again, another way of ripping people off...If the bill transferred was $180+ then why is there another final bill for $109.75? It is because they want to bill anyone they choose whether it is their account or not.

I even asked to pay the original $182.69- $50 already paid on it, but Mr. Hayes said I now owe $522+ with late fees. My services should not be disconnected since I am current with my bill at my address.

Regards,

****** *********


 

 

9/26/2013 Problems with Product/Service | Complaint Details Unavailable

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