Complaints

This profile includes complaints for Louisville Water Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Louisville Water Company

  550 S 3rd St Louisville, KY 40202-1839

  
• 

  Louisville Water Company

  634 Conestoga Pkwy Shepherdsville, KY 40165-6667

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/31/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Louisville Water Company sent me a bill for $3,287.40 for service from 10/17/23 to 12/15/23. My account # is **********. The Louisville Water Company says that I have used 315,000 gallons of water in a billing cycle. This is the first bill I have received on the new meter they just put in. They have sent out two meter readers since on two separate days 5 days apart. First one came to verify the reading while the other met with me. The one I spoke to said there was no leak out side but that there was a leak inside. I acknowledge a small leak from one toilet that I stopped later that day. They seem to be saying that acknowlegement of a leak is accepting responsibility for 300,000 gallons of extra water. This however, is not the case. My normal usage runs about 17,000 gallons for a billing cycle. I have added all the days usage from their website and it comes to 16,381 gallons for the billing cycle. I have provided my own chart of this information a long with screen shots from the website showing that there are no days that show extreme water use, therefore I believe they have made an error. Today on 1/31/2024 as I am writing this complaint they called warning that we will loose service if we do not pay. Thank you for your help.

  

  Business Response

  Date: 01/31/2024

  Mr. *****, it does appear there was an error with your bill. I am working with our billing dept to correct the error. Give me a few days to get this sorted it out with them - it should be an easy correction to make. In the mean time, I see you have been in the portal, - please look at your toilets and see if changing the guts will help you reduce your consumption. It does appear you may have a toilet leak that is contributing to your bill - unrelated to the correction we need to make. you can call me on ************ - it will take the billing team a few days to make the correction - in the mean time I will have the collection process cancelled - you will not be turned off for non-pay. 

• Initial Complaint

  Date:01/18/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called on 1/4/24 to discuss the sudden increase in my bill. My last couple of statements have been between $155-$167. My bill this time was $190. I had informed them that were not any water leaks or toilets running in my home. ********* said she would send someone out to re-read my meter within 7-10 days. I called the water company again yesterday on 1/16/24 because no one has still been to my house and was on hold for 40 minutes with no answer. I called again today 1/17/24 and the employee Delisa told me she saw where a message was put in on the 4th, but no one has been out there yet. She then began to tell me that I needed to tell her step by step how I did the dye test. I explained that I followed the video that was sent and she proceeded to tell me "yea and I need to know what you did." I explained that I was not illiterate and was able to follow the steps and it was unnecessary to explain what steps I took. She then said she would send someone out and that I was still responsible for the bill. She also said it was people without water, due to weather, that needed to be taken care of first. All of this could have been resolved before we had weather related issues. I would like the issue resolved by sending someone out to re-read my meter.

  

  Business Response

  Date: 01/18/2024

  ******** 

  I do apologize your work ticket was not completed prior to the freeze. There are many other activities our crew is responsible for handling which is why your request was not handled prior to last week. In reviewing your account and consumption, you are correct that your usage is increasing and is a good indicator that you may have a toilet leak or underground leak. While the dye test is a good test to conduct when a toilet is leaking, a toilet can be finicky and does not always run consistently. Changing the guts of the tank can be a helpful preventive measure you can take to reduce lost water. If you do change the guts of your toilet, you can apply for a toilet leak adjustment on our website.  Visit ***************************************************************************************************************  to request the adjustment after you have changed out the guts of the tank. Your ticket will be worked, until then I suggest you look to see if it is possible you could have leaks within your home or on the service line. We offer many videos on our website on how to detect leaks in the home. The majority of the time, the increased usage is based on something happening within the home.  

  Customer Answer

  Date: 01/26/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ***** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:01/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been without water since yesterday morning 1-15-24 I have called several times for help. Someone came out at 4am and said there was rocks blocking my meter so did nothing. I called at least 6 times today and keep being told oh I put an emergency work order in, and my ticket was dispatched earlier today yet nothing. I have children here, we can use the restroom, drink water or bath. I have begged for help, and keep being told someone will be out and no one comes. Please please please someone help me and my kids.

  

  Business Response

  Date: 01/17/2024

  *** *******

  We were out on Jan 15 and your vault is full of rocks where we are unable to get to the mechanics of the meter. A majority of the time, frozen pipes are the root cause due to exposure to the cold temperatures. You should check your pipes to ensure they are protected from the cold. Here is a link to our web site that informs you what to do related to frozen pipes: h******************************************************************************** *** ******************************************************************************** You can also work with your landlord to have the pipes insulated from the cold.  Because your meter vault is filled with rocks, we are not able to access the meter until this is cleaned out which could take some time. We suggest you contact your landlord to have him insulate the pipes as this is most likely causing the water to stop flowing as there could be a section that is frozen and blocking any flow. 

• Initial Complaint

  Date:01/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August of 2023 I received a bill from the Louisville water company for over $400 saying I used 28,000 gallons of water. My normal bill is $130 and normal usage is between 2000 to 3000 gallons of water. So, basically I was over charged $270. The water company sent a technician out and he said he didn’t detect a leak. I requested another technician be sent out at a time I could meet with him. The water company sent another technician out and I greeted him at the water main. He pulled out a tablet and in less than 3 minutes discovered the problem and showed me the error on his tablet. The new meter was installed with an additional 26,000 gallons of water on it. He said he would put that in the notes and for me to call back in a day or two and the bill should be corrected. I did and they said they would send out a new bill. When I received my new bill, I was given a “leak” detection credit, but it was less than half of what they over charged me. I have contacted the water company several times and each time they apologized and said they would correct it, and to just continue to pay what my normal bill would be. I continued to get bills stating I owed them the balance of what they over charged me, so I called again today and was informed that they’re not going to credit the rest of the amount that I was over charged. I asked them how they can admit to over charging me around $270 and credit me less than half that and think this is fair? I got no response other than I wasn’t going to get credited for the rest of the amount that they over charged me. I have never been able to speak to someone who could resolve this issue. Everyone I spoke with had to send the issue to someone else and I was told it would be corrected, but it hasn’t. I’m hoping that you can get this resolved. I am the only occupant of this home and with the increase of inflation, I cannot afford to just give $150 to the water company for a mistake that they admit to making. Thank you

  

  Business Response

  Date: 01/30/2024

  Mr. *********

  As a courtesy, we have adjusted your bill to provide you with a further reduction of the August 2023 bill. The old adjustment was cancelled and the new adjustment is $197.12 taken off your bill. Your current balance has a credit of $87.61.  I am closing this case and no further adjustments will be made for the 2023 bill. I hope you find this satisfactory as this is the best we can do based on your consumption.  

• Initial Complaint

  Date:12/20/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There is a piece of property located at **** ******** *** *********** ** ****** The owner of the property is the ****** ** ****** ******. I am a paralegal for an attorney named ***** *****. In 2015 *** ***** was appointed as the Administrator for the ****** ** ****** ****** for Texas assets ONLY. In 2016, *** ***** was discharged.
  
  For the last couple of years, this company keeps sending us bills and I keep calling and explaining that there is nothing *** ***** can do and to please take our address off the file. This is more to save Louisville Water postage. I was told by multiple customer service reps there was nothing they can do, which to me is untrue and preposterous.

  

  Business Response

  Date: 12/20/2023

  Dear ******,

  I have removed the TX address, you should no longer receive the invoice for the property. 

  Customer Answer

  Date: 12/21/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ********
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:11/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I closed on our home 7/3/2023 first bill received 299.19 in August based on a estimated amount. I paid 310.65. I have been calling and calling about my bill. I keep getting a bill for an estimate amount. I was told that they came out to read the meter, but it was filled with mud and couldn't get to it that was bill one. The second bill was based again on estimated amount, call again they have put tickets in after tickets and no one has called me back or came back out to reread the meter. I called again today on 11/21/2023. Was told on 10/16 they came to read the meter and I told the lady again, how is that if my bill is still being estimated? Could not answer, but they said they made adjustment dropped my bill down to 307.00. Does not make any sense. I paid the first bill based on what you thought. There is no way from 7/3 to the August 8th bill that we used over 10,000 gallons of water. Then then the new bill for October we used over 20,0000. I do not believe that they can bill me based on estimated amount since I've been told they cannot get to my meter. I want this resolved and they are not carrying to resolve this. No calls are being returned and the customer service team cannot explain this estimated amount and me using over 20,000 gallons.

  

  Business Response

  Date: 12/01/2023

  *** *******

  As you are aware, your neighborhood is under construction and new grass has been planted, sod or seed. As such, these conditions do create mud in the meter vault which makes it impossible for the meter reader to read the meter. The good news is your meter vault was vacuumed out on 10-16-23. When they did the clean out of your vault they took a reading. The reading was 39,000 since the meter was installed. I understand your frustration with the estimates, Unfortunately, with new construction in the area and a lot of watering taking place due to seed and sod, mud does make its way into the vault. The meter readers do not have equipment on their trucks to vacuum out the vault.  I did include a picture of your history of the meter reads and the last reading on 10-16-23  - the register reading is cumulative.  If you want to discuss your consumption with me, feel free to call me on ************

   

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

  Customer Answer

  Date: 12/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Our plumber came out , after they said they cleaned it on 10/16 meter was never cleaned you couldn’t even see the meter or get the vault.  I called back to the water company, and the lady that called me back told me that they do skip reads so they just base it on an estimated. No one has been here to clean anything. The calls are recorded . She said that she was putting a note in my account not to slip out home and that they reread it, they took our plumber information as well. 
  if they know the meter readers cannot clean this out then why did don’t they send people to do it? Also, why did they tell me that 10/16 it was cleaned and still got bill based off an estimate. There’s no way this house is using 20,000 gallons of water.  Thanks 
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:11/13/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live alone, with visitation of my 9yr old couple times a week.
  We added approx. 3 - 5 inch's of water to a pool in May and 1 or 2 inch 2 other times through the summer. No large amounts at all.
  I avg 6200 gallons of water for 5 billing periods. This last billing period I was charged for 35,000 gals of water and sewer accordingly. I have had plumbers find no leaks. Apparently LWC has came out and said no leaks also. They are saying I have used 49,000 gal since April. 16,333 gallons per billing cycle. Impossible with no leaks! I had 1 get together all year and rented a port a can.
  I would like my bill reduced to normal and I will read my meter from now on.

  

  Business Response

  Date: 11/13/2023

   

  I spoke to Mr. **** ****** today after a BBB complaint.
  
  We agreed he is going to change out the toilet guts and I
  will provide a toilet leak adjustment with typical usage  at 5,550 per bill period which is every 2
  months. His toilet leak adjustment should be at 75% since there were 2 continuous
  system estimates on his account. Adjustment will be processed this week and Mr. ****** can check his balance online. I will remove his late fees. 

  Customer Answer

  Date: 11/14/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:10/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lou Water Co is trying to bill me for 70,000 gallons of water between 7/24/23 - 8/22/23. I do not have a swimming pool and there was no leak in irrigation system verified by HomeServe and Lou Water. However SMART Meters were installed 2/27/23. There is absolutely NO WAY we used 70,000 gallons of water on this small lot even if sprinklers were on for a month for 3 sessions a day. This is a SMART Meter glitch. I have neighbors behind me that also say no standing or running water from my house which 70,000 gallons of water would have to go somewhere. I have spent hours on the phone trying to get to the bottom of this and all I get is that the meter reads 70,000 CONS so I have to pay it. Louisville Water Co never had my permission to install these SMART Meters in the first place. THEY ARE WRONG. I never had bills like this EVER before they installed these meters. After a small amount of researching I am seeing this same error all over the country. 69,000 CONS needs to be removed from my bill.

  

  Business Response

  Date: 10/20/2023

  Ms. ********,

  I am sending you are response from my work email as I am attempting to send you a file of your consumption and images of your meter reads and BBB is suppressing the response. Please look for an email to *********************@yahoo.com from ********@louisvillewater.com for the response. 

  Customer Answer

  Date: 10/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:08/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were billed 7/11/23. Our first monthly bill, $116.16, 4000 gallons for 35 days (we were gone 5 days on vacation. Thing is, we are normally billed 60 days at 4000 gallons and varies $168-$$177. I do not believe they are checking our meter, there are only 2 of us and my neighbors pay less for a household of 4. Our bill shouldn't be this high. The acct # is **********.
  Each month there's a random # of gallons even though nothing is different.

  

  Business Response

  Date: 08/21/2023

  Dear *** ********,

  Your bill was actually for 3,000 gallons for the 32 days (July 6 - Aug 7). The back side of your bill has all of this information. You consumed 3,632 gallons. We round down, so 632 gallons will be included in the next bill.  You have a smart meter, this meter is the exact same meter you had before however it has been fitted with a device to convert analog information into digital information and sends the data to the cloud and then down to the customer portal where you can view it (its called Pure Connect and can be accessed from our web page).  You are correct, that we are no longer physically visiting your meter, however, with the help of technology we are reading your meter on a more regular basis.  It does appear you could have a toilet leak or a faucet dripping because a small amount of water was running through the meter while you were away - see the image i have attached - you can view this information in the portal - click on any of the bars in the portal (got to track) and you will see hourly data (use a computer to see the hourly data).  Toilet leaks can use water unnecessarily, so repair those fixtures and you will see a difference!   Using the portal and signing up for notifications is the best way for you to stay informed with your water consumption. The portal has a wealth of information for you to help keep you in touch with how your household is using water.  Also, you have service line insurance, so when you compare your bill to others they may not have the service insurance. 

   

  I hope this is helpful and you can log into the portal to your data, sign up for notifications and track your consumption based on how you consume water. 

   

• Initial Complaint

  Date:08/15/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Summer of 2022 LWC and MSD opened a fake account in my name for a property I own at **** ********* ******. At the time fake account was opened, the tenant at the property had water service in his name at that address and a commercial water account for his business. Water and sewer costs from the fake account were transferred to my home account without my knowledge or consent. March 20, 2023 I collected the funds due at the property from the tenant and paid the account balance of $1043.13. At that time I informed the LWC agent I was not responsible for the bogus account and would not pay that bill again so do not add it to my home account bill. I also told the agent the name of the tenant at the address and informed her of his commercial account with LWC.
  Aug 7, 2023, I received another disconnect notice for 8/9/2023 if bill of $395.63 was not paid for my home account. this bill was added to my home account from the property at **** ********** I told the tenant to pay this bill or move from my property. Tenant tells me he has made several attempts (including today 8/15/2023) to pay this balance but LWC says he cannot pay this bill (I gave him copy of bill so he could pay).
  
  I spoke to ***** at LWC collections 8/8/2023 and asked for supervisor to call me; she said she would "put in a ticket" but no supervisor has called me; only collection recordings are sent to my phone. I went to LWC 8/11/2023 and asked for supervisor to call me. No one has called.

  

  Business Response

  Date: 08/17/2023

  *** ********

  ******* from my staff, will reach out to you today to discuss your situation relative to property ownership and renting to a tenant when a tenant stops water service with us. I am confident ****** and yourself will resolve your situation. 

  Best regards,

   

  Customer Answer

  Date: 08/18/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20473923, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** *******
  

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.