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:06/18/2025

  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.

  This company continues to scam people via their online payment system. You pay your bill with a echeck. They say the account number isn’t correct. You check with you bank which shows LWC adds additional digits here and there so payment don’t go through. Which adds a $30 fee to each account. If you attempt to do this again, they make echeck no longer an option and charge an additional $30 plus a percentage of the amount owed in order to pay, period. Complete scam. Happens to SO many people yet they make no effort to rectify (customer service) in any way whatsoever.

  

  Business Response

  Date: 06/23/2025

  ********, 

  we have provided a one time courtesy to remove the returned check fee in the amount of $30. Your balance is now $216.76 and is due on 7/8/2025.   

   

   

  Customer Answer

  Date: 06/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The return check fee is only half the issue. The Louisville Water Company also placed restrictions on my account which shouldn’t apply. The IT specialist I employed to go through the payment process with me, as well as my bank, indicated the issue was on Louisville Water Company’s payment side. I did not input the incorrect account numbers nor was insufficient funds an issue, AT all. This restriction should be removed from both accounts, as well. Payments, via check, were sent June 15th.
  
  
  
  Sincerely,
  
  
  
  ******** **********

  

  Business Response

  Date: 06/24/2025

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

  The restriction is in place because your account has had 4 returned checks in the span of 3 years; 5/24/2022, 6/16/2022,12/01,2022, 6/16/2025. You can use a debit or credit card when paying your bill but our system will not allow you to use an ACH because of the 4 returned payments. Once, you establish good credit with the Water Company your ACH privileges will be returned.  Our system has controls in place for repeated returned checks, as you would expect with any organization that takes in payments. 

  Customer Answer

  Date: 06/28/2025

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

  There was absolutely no issue with my bank in 2022, either. If you look at your records you’ll see I contacted you then as well regarding this very same issue with your echeck payment system. And I know for a fact this a problem within your company because I’m not the only one who’s had this issue. My IT person watched as inputted my information. Your system added an additional 5 digits this time. An additional 1 digit in 2022. This is not my error. I will take this matter as far as I need to in order to bring awareness to the fact that your company conveniently charges more for cc payments after many accounts “can’t be found.”  
  I paid my account with a physical check and there were absolutely no issues with my bank account. See attached. Also, your letters aren’t informative. They’re borderline harassment. 
  
  Sincerely,
  
  
  
  ******** **********

• Initial Complaint

  Date:05/27/2025

  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.

  A balance of 261.00 was paid on prior address June 2024 .year later. Services were cut off due to old balance they claimed was not paid...I paid 261.00, to get water cut on at new residence..my .dispute is $30.00 fee and $100.00 deposit I'm being charged because of water co mistake.it was water co mistake not posting my payment a year ago. Louisville water will not start new service if there is a balance at prior home. Someone did not post my payment over a year ago. I'm being charged extra fees for their mistake

  

  Business Response

  Date: 05/27/2025

  Ms. ******, your payment from 2024 was cancelled and the outstanding balance was transferred to the new account when you opened service. The $30 activation fee is for starting the services and the $100 is a deposit. All customers pay the $30 activation fee when starting services. As for the deposit, this is based on a credit utility score that is provided via Experian and has nothing to do with past balances with Louisville Water. I am sorry for any confusion with our service fees, you can visit our website for further explanation of our fee structure: *****************************************************************. 

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair 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 am the landlord/owner at **** ********* ***** *********** ** *****. Louisville Water Company is doing work in that area and dug up the blacktop (that I paid for) at the end of the driveway. At that time, they put gravel down so my tenants could still drive out of driveway. All the gravel has washed out and it’s now unsafe to drive their car out. I started calling on 17 Feb and I was told it’d be ther 26th, 27th before they could put more gravel down or somehow temp repair. I called back the 6th and talked to *******. She was supposed to call me back. I never heard back and called again on the 10th. Unfortunately I got a very snotty acting customer rep named ***** who basically said a supervisor in metering was supposed to call me back on the 6th and, essentially said there was no recourse other than to wait for the supervisor’s call. This situation will cause damage to my tenant’s vehicle if not addressed in a timely manner. I just want to know that someone is taking care of this matter since it’s been over 3 weeks since I reported the issue or I need permission to have a contractor take care of it at Louisville Water’s expense. Thank you.

  

  Business Response

  Date: 03/10/2025

  ****, thank you for bringing this to my attention. I have reached out to the Director of Distribution Operations who is responsible for all construction projects. I hope to have a response with a resolution for you in a 24-48 hours.  I can be reached by email; ****************************. I will also connect with the Manager of Customer Service to speak to the individual who was less than helpful. 

• Initial Complaint

  Date:03/03/2025

  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.

  We have been working since January to have two separate liens released. The liens were placed on our mortgage for the water company loan for installation of a water line. The loan has been paid off for over 2 years. Our bank, **********, has been attempting to get these liens released and notification provided to Bullitt County Clerk, in order to consolidate a loan. Apparently, there is some misunderstanding, that each lien must be treated separately, so that both liens can be released. This delay, since January has now cost us between $300 - $400 each month. We are worried, that like our water line installation, these delays could stretch out for months. It took over 6 months for our water line to be installed!

  

  Business Response

  Date: 03/04/2025

  Mrs.  **********,

  If you would be so kind as to provide me with a few more details, like an account number, an address, etc. I will route your request to our legal department to see if they can assist you with getting liens released/consolidated, etc. Include contact information so we can get in touch with you, thank you.

   

• Initial Complaint

  Date:11/11/2024

  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 have used autopay for years. In the last couple of years, the fees have increased so much that I have to frequently adjust my threshold. Each time I have been prompted to adjust the threshold, I did so.
  
  Without warning in August, my autopay was canceled and when I tried to reset it, it said I had to pay with a credit card and could not use autopay. I reached out to customer service and they were very rude and accused me of writing bad checks. I have never written a bad check. I have also never had a payment to LWC denied.
  
  As a result of their actions I have been subject to fees for late payment in August (unbeknownst to me until I got a notice well after the bill was due) and this month because I paid 4 days after their deadline (one that I was not sure of as I have used autopay for nearly 12 years).
  
  My credit score is above 800 and I always pay my bills. It is unreasonable to deny me the ability to use a function that benefits me and the company. Please help. Thank you.

  

  Business Response

  Date: 11/11/2024

  *** *******,

  Our records indicate there have been 3 returned checks; March 16, 2022, May 4, 2022 and Sept 5, 2024. The third instance caused you to go to cash only status with us. I have removed the last instance so that you are able to sign back up for auto pay and as a courtesy I removed your late fees from November. Please log into Pure Connect to sign up for autopay. Sometime in  Q1 2025 we will be able to accept credit cards for auto pay, this may be a better option for you. You currently have a credit on your account in the amount of $10.71.

  Customer Answer

  Date: 11/11/2024

  
  
  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:11/08/2024

  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.

  My water meter was read On 7-18-2024, after it was read on that date The Louisville Water Company changed out the meter (new meter) on my supply line @ *** ***** ***** ****. The bill was correct for that reading (6-17-2024 thru 7-18-2024, depending on the time of year normal usage is between 3000-5000 gallons per billing cycle.
  On 8-15-2024 The Louisville Water Company read my meter for the service dates of 7-18-2024 thru 8-15-2024 this reading reflected a usage of 15,000 gallons, $341.56, That is not correct. I called the water company and was told to check for leaks via instructions from their app. I did so. No leaks. I was told I could not get a credit. I paid this bill very reluctantly. Fast forward to service dates 8-15-2024 thru 9-17-2024 this reading reflected a usage of 18,000 gallons, that is not correct. United Plumbing was here on 9-24-2024 they did not find any leaks, I called the water company and explained this to them again, they sent someone from Louisville Water Company on 9-25-2024 to check for themselves and troubleshoot. The employee stated that the meter that was put on my supply line was the wrong size, causing it to not calculate properly. The proper sized water meter was put on that day. My bill was adjusted per their calculations. Fast forward to service dates 9-25-2024 thru 10-15-2024 and this reading reflects a usage of 37,000 gallons, that is not correct. I have called The Louisville water company again and found that there are days that were billed that had the old meter on it. I was told it would take 6 weeks to get a credit for this and that I am responsible for the amount $740.65, I was credited $70.75 from previous overcharge making my amount due $669.90. The Louisville Water Company is telling me now that this amount will be sent to collections company if it isn’t paid. I have to pay it pending the credit on my bill. The lady I spoke to also told me that my bill would not be adjusted “that much”
  Please advise
  ***** *****

  

  Business Response

  Date: 11/08/2024

  *****,

  I have set up an inspection for your meter to see if you have a leak. You do have the service line insurance, you can call and ask **** ***** to come out and check the line as well. Your usage did increase more than your normal amount and we need to understand why this happened - typically it is caused by toilet leak or could be underground. Lets discover the root of the issue and address that and then we can address your bill. Your bills from July - October were corrected but the Oct bill reflects 37K gallons used. Our inspection will take 7-10 days, you can have **** ***** come out in typically 2-3.  my email address is **************************** - contact me there and we can work through the outcome of the inspection. I will protect your account so you do not go into Collections and get turned off for nonpayment. I'll flag my calendar to check on your account in a week - you can call me if you hear from **** ***** before then - ************.   

  Customer Answer

  Date: 11/12/2024

  
  
  Complaint: ********
  
  
  
  I am not rejecting nor am I accepting at this time. There has not been a resolution presented yet. I spoke with ***** ******* at Louisville Water Company and it will take some time to have someone come out and troubleshoot the problem . I will continue to communicate with the BBB and The Louisville Water Company as I receive information from LWC. 
  
  
  
  Sincerely,
  
  
  
  ******** *****

  

  Business Response

  Date: 12/03/2024

  ***** - I reviewed your bills dating back to August. Your August, September, October bill were all cancelled and regenerated to the correct amounts.  the below is taken from your account ledger for bills created and then cancelled - all of the charges for water and sewer were cancelled and regenerated - the insurance you carry is not cancelled and remained on the bill and balances carried forward. The late fees from November were also cancelled. We cancelled two bills  on 10/3 for August and September (note the insurance remained on the bill) and correctly billed them on 10/3. Then we cancelled the October bill and rebilled it for the correct amount - so your account is correct and accounted for. I also looked at the total amount billed in 2023 vs 2024 for same time period. 2023 (not including Dec): $1509.63 2024: $1511.61  The total amount for the time period is spot on.   Let me know if you have any additional questions.  

  Freeze Date Financial Transaction Type Current Amount

  11/15/2024 Bill Segment $108.72
  11/15/2024 Bill Segment $200.90
  11/15/2024 Bill Segment Cancellation ($816.52)
  10/18/2024 Bill Segment $740.65
  10/3/2024 Bill Segment $82.47
  10/3/2024 Bill Segment $103.22
  10/3/2024 Bill Segment Cancellation ($356.20)
  10/3/2024 Bill Segment Cancellation ($299.00)
  9/20/2024 Bill Segment $398.76
  8/19/2024 Bill Segment $341.56

• Initial Complaint

  Date:10/31/2024

  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.

  Terminated water service with LWC 6/3/24. Shortly thereafter, I checked my account to ensure my banking information was removed. Did the same for energy. LWC retained my bank routing and account number, and realized there was no method to delete this from the account. Immediately contacted them (roughly in July). I have contacted them several occasions with varying responses:
  -It cannot be done as they don't have access
  -I need to clear my cache (which I did and logged into computers never used to login and still the banking information persists confirming that it is stored in their system)
  -a third party controls that info and to contact them but they did not provide information for that company
  -that they did delete my bank info (however, it remains viable when I login so this was not true)
  - and finally additional statements about how they cannot delete it
  
  After about 2 months of writing and calling (which, the wait for a call is over an hour) I was met with another (we can't do it and it's been forwarded to IT and then another stating that IT can't access my account to delete it), I completed a records request (August) which has yet to be fulfilled. I requested records for my account (since they had overbilled me when I was out of town for months on end and still managed to utilize 4000 gallons of water, plumber verified no leaks), this occurred several times, and records indicating the steps done to secure my account by removing my bank information since they seem not to take privacy seriously. The law section even called me to verify which records I wanted in August. It is now almost November, and they have yet to provide a resolution or my records.

  

  Business Response

  Date: 11/05/2024

  **** *******

  We do not store complete banking details, everything is tokenized to protect the customer's personal information. I have included your bills from Sept 2021- Jan 2022. Please be aware, we bill in arrears. Unfortunately, since this is over 2 years old we are unable to make any adjustments on your behalf. 

  Let us know if there is anything else we can do for you.

   

  Customer Answer

  Date: 11/06/2024

  
  
  Complaint: ********
  
  I am rejecting this response because:
  The response stated they could not delete my banking details, however, I logged on today and magically it was.  I want my Puretap account deleted and my records request to be completed to include who had access to my bank account info (what third party--see email with LWC staff stating Utilitech has info), how and where my banking information was stored (it was stored somewhere--I had autopay) what was done to protect my data, and the date it was deleted).  My password and account is still available for hackers since LWC continued to ignore my request to delete my account.   *** was able to do this back in July with minimal effort (literally sent them one email).
   I requested rereads and emailed several times about this issue at the time, and as is usual per LWC, it took months to get a reply that it must be a leak.   Plumbers verified this to be untrue and I have receipts of this, but LWC continued to bill me anyway and any reread was met with the same response in my account.   I have email and phone records on my side showing I requested to have it adjusted and no response from LWC. 
  
  I don't want a refund. What I want is for your company to delete my information to keep it safe, respond to customers in a timely manner, answer the phone once in awhile, call a customer that has an issue, stop overcharging for water and ***.  I live in Floyd county now,use much more water for half the cost.   I believe I was over billed that entire time, and I complained several times.  The final proof to me was in the billing while I was out of town during the times stated which literally made me so upset that I then vowed to get away from the this corrupt, monopolistic corporation.   It will be clearly documented the trouble I have experienced with this company.  It is now documented elsewhere other than my emails to you. 
  
  

  

  Business Response

  Date: 11/08/2024

  ******,

  Your Pure Connect account has now been deleted.  

  Customer Answer

  Date: 11/08/2024

  
  
  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:10/28/2024

  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.

  This complaint concerns a business address at **** ******** **** *********** ** *****, and a service address at **** ******* **** We have been receiving consistently estimated bills from Louisville Water for the longest time despite numerous complaints and requests for actual meter readings. It turns out that our meter is located in an underground vault which poses a challenge in accessing the meter so they complain that the meter is blocked. We requested a raise to grade by the water company about 6 months ago and nothing seems to be happening. We recently had someone access the vault and notice a cable-like contraption on the surface of the vault that appears to have fallen by mistake down into the vault and reconnected it. After requesting an emergency read of the meter in July, a commercial tech was dispatched on 9/19/2024 to read the meter, finally. The meter was read on 9/19/2024 and despite multiple contact with Louisville Water, we have yet to receive a billing adjustment. It has been almost 80 days since our last bill. Louisville Water has been very quiet which suggests we have been significantly overbilled for 2024. We have paid more than $440K in water charges for 2024 based on Louisville's estimates and we would like to know what is our current status. Our investors want answers........

  

  Business Response

  Date: 11/05/2024

  Dear ******

  While you did have two bill estimates in a row both of those were followed up by a tech reading the meter and the consumption was validated. There would be no reason to provide an adjustment when the amount billed was verified by a technician.  However, I will investigate further if there is a possible leak on the property. Pure Connect shows irregular usage which we can investigate further and advise on. My contact information is ****************************.  Lets move this to my email and we can work through any issues with the meter. I have sent a request out to our field and should hear back from them within 24 hours. 

  Customer Answer

  Date: 11/05/2024

  
  
  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:10/04/2024

  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.

  My water was turned off when it shouldn't have been turned off, and I was told it would be turned back on the next day (today Oct 3, 2024). I called earlier today to make sure and double check that my water would be turned on and was reassured that there was an order to put my water back on and they have until midnight to do so. Well it's now 12:01 am on October 4th and I still have no running water in my home. I have 4 small children that need to be in school tomorrow who haven't showered in 2 days and myself who has work in the morning and can't shower. We can't do our dishes or cook. It's not right that we were assured multiple times we would have our water back on and were approaching the third day without it. They could have sent the people back that shit it off to begin with on day one because I paid my bill before they turned my water off but no they wouldn't send them back. It's not right to have to go through this and suffer after being told one thing and then not living up to what they assured us they would do.

  

  Business Response

  Date: 10/04/2024

  *** *******

  Your payment to restore services was received after 5PM on 10-2-24 and your service was restored on 10-4-24 at 9:48AM. We noticed while on-site to restore your service that the vault had been opened and the service was already turned on. This is a violation of our service rules and you could be subject to a $400 fine for tampering with the meter. I understand you suffered a hardship without water for 36 hours however, we did provide you ample notifications and 2 additional weeks to pay your bill before the shut off date. You can contact your community ministry for assistance with paying your utility bill in the future. If you did not receive our phone calls, text messages and letter to notify you of your shut off date, please advise us of a good phone number to contact you on in the future. We do show in our records that we left you at least one vm and one call was answered by a person. You should have also received our text messages. I'm not sure what more we could have done to inform you that we had not received payment from you in a timely manner. As for entering our vault, We will not charge you this time but if we find the vault has been tampered with, you will be subject to a fine. 

• Initial Complaint

  Date:09/13/2024

  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.

  Thursday afternoon my mail man drops off my mail, I get something from Louisville water company in a white envelope like a regular bill. I have NEVER had a delinquent notice sent to my home before. I check my mobile app almost every week. Just last week I check it and stated I needed to pay a little more than $340.00 by 9/20 or my water was at risk for being turned off. My mail man brings this notice on 9/12/24 and the tech shows up 2 mins later and turns my water off and pulls off fast. I make a payment of $240.00 and I call customer service, get put on hold then hung up on by the first rep and the 2nd rep I speak to stated there was NO supervisor I can speak to at all. I advised SEVERAL times I have an infant in the home, and I paid my bill I need someone to come today to turn it back on, she said it’s not guaranteed until THE NEXT DAY by midnight. After advising NO I have an infant still taking a bottle and we NEED water and that I was never given a proper notice she said there’s nothing else I can do. It’s now 8 pm, and my water is still off.

  

  Business Response

  Date: 09/13/2024

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

  I am very sorry to hear you were turned off for non-payment. We did call you and texted you on Aug 27, Sept 4 and Sept 7. In addition, a disconnection notification letter was mailed to you on August 29 and the letter did indicate the account is at risk for shut off on Sept 9 and you were disconnected on Sept 12 - 3 days after the disconnection date. Our records indicate on one of the attempted calls, the call was answered by a person, whether you chose to listen to the entire message and take an action is up to you.  We are unable to provide you with a credit as the fees incurred are for services rendered.  Please feel free to investigate our Drops of Kindness program that can help when finances are tight. You can find more information about Drops of Kindness on our website: ****************************