BBB Business Review

This Business is not BBB Accredited

Oak Grove Utilities Company

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(270) 439-54338505 Pembroke Oak Grove Rd, Oak GroveKY 42262-9406http://www.oakgroveky.org

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Description

This company provides utilities to residents and businesses in the Oak Grove, Kentucky area.

BBB Accreditation

Oak Grove Utilities Company is not BBB Accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

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

Factors that lowered Oak Grove Utilities Company's rating include:

  • Failure to respond to one complaint filed against business.

Factors that raised Oak Grove Utilities Company's rating include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.

Customer Complaints SummaryRead complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues1
Advertising / Sales Issues0
Problems with Product / Service0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews Customer Reviews on Oak Grove Utilities Company

Customer Experience Total Customer Reviews
Positive Experience
Neutral Experience
Negative Experience
Total Customer Reviews 0 Customer Reviews

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
02/18/2015Billing / Collection Issues | Read Complaint Details
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Complaint
The Oak Grove Water department completes unethical business practices! They are closed more than they are open, and are unpleasant to deal with.
On December 2nd I received a phone call from my husband stating the water had been cut off at our rental home in Oak Grove . I was completely thrown off by this as I just received the bill yesterday for last month (although it was due the 20th and I never received any documents on this). I moved August 1 and had all mail forwarded beginning that as we'll, yet I never receive bills from this one particular company. I have already had one issue with this and spoke to someone and they assured me my address would be changed in the system so I would get the bills directly! Clearly this was not taken care of like they stated it would be; as when I did get the invoice yesterday it had the yellow rerouting tag from the post office with the current and correct address and when you liift the sticker the bill has the old address.
So now I am dealing with this issue yet again, because someone did not do their job and complete the transaction as I was assured it would be. I dealt with it and ate the expense the last time for the reconnection fee, but this time it needs to be addressed with the proper chain of commands and dealt with.

Once I found out it was disconnected, withmuch concern and confusion I called to pay the bill immediately to find no one there like about any other time you call! There is no after hours you can call you just have to deal with it. This is a major cause for concern being a mother with a 6 month old child! Had we still been living there this would be a major health issue and hazard!

I also contacted our lawyer in Kentucky and did research on the practices, rules, and. regulations for disconnecting services for ones water or electric.

In the state of Kentuckt you are required by law to give ten days written notice to a tenant/renter to disconnect services. We were NOT given ten days as I received this bill yesterday. The issue in lies the employee of the City Department did not do as I was told and change my address (like I said I've already dealt with this once and just ate the expense)! Had I received the bill it would have been paid like it always is when I actually receive it!
The bill was sent out the 22nd, I received the bill yesterday I am assuming the delay was incorrect address and holiday. With that being said, even if I received the bill on the 22 which is the day it was sent that is not ten days to make a payment! This business was closed 22,23,27,28,29, and 30! That is 6 of the ten days they were closed for business. Yes, they have a Dropbox and I live 5 hours away! Yes, they allow online payments for about every card except visa (which is the most popular credit and debit card in the US).

With all of this being said, this business does not conduct logical or ethical practices! They are not customer oriented and the customer services is poor. As a military family, we are tired of being ran over just because we are transient and not native to the area.

It would have taken less time to pick up the phone and call my husband or I and said could you please pay your billl rather than cutting it off. I get they probably have people that just do not pay often, but I can assure you I am not one them. I hold a masers degree and teach, and my husband serves this county yet we are being walked all over and being taken advantage of left and right by various entities in Kentcuky and the Water department had done it to us twice in the last 4 months, yet lady time I was assured I would receive next bills.

Desired Settlement
I want to be refunded for the last late fees and reconnect fee I dealt with for never receiving a bill as well this times fees!

Therefore. 50 for each reconnect fee plus the feed that are associated in addition to the connection fee.

Roughly 115 dollars to be paid to us directly as I no longer live there and neither will my husband at the end of the month. With all of these ongoing issues we have had to deal with in Kentucky from various places we will no longer have assets or him reside there any longer after December 30th.

Additional Information

top
BBB file opened: 11/30/2005Business started: 10/16/1963
Business Management
Principal: Ms. Zeda Rosser (Assistant Public Works Director)
Contact Information
Mr. William J. "Bill" Chaudoin Jr. (Public Works Director)Ms. Lynn D. Hubbard (Office Manager)
Business Category

Water Companies - Utility

Map & Directions

Map & Directions

Address for Oak Grove Utilities Company

8505 Pembroke Oak Grove Rd

Oak Grove, KY 42262-9406

To | From

LocationsX

2 Locations

  • 8505 Pembroke Oak Grove Rd 

    Oak Grove, KY 42262-9406

  • PO Box 280 

    Oak Grove, KY 42262-0280

Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in 45 counties in MiddleTennessee and Southern Kentucky. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.

*Oak Grove Utilities Company is in this range.

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Types of Complaints Handled by BBB

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  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

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BBB began including complaint response text in BBB Business Reviews on July 1, 2013. BBB reports the complaint response text for all reportable complaints against a business that are received electronically.

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Industry Tips for Water Companies - Utility

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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

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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

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