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: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.

  
  
  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. 

  s 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,

   

• Initial Complaint

  Date:08/15/2023

  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.

  
  
  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. Please have them reach out to me by email at ****************** or my cell ************
  
  
  
  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. 

  ’t been billed or paid. I’m the attachments I have provided what my bill was previously vs what they are charging now

  

  Business Response

  Date: 08/17/2023

  Ms. ***********

  I have researched the issue as to why you were billed for zero consumption for the past year and then rec'd a bill for the full consumption that was actually used over the last year but not billed. Your meter vault has experienced a high amount of condensation and mud in the vault which has made it impossible to get a read by the meter reader. That said, it is unfair to you to be billed for all of the consumption used over past year on one bill. I am out of town at the moment but want to provide you with a resolution. If you don't mind, I would like to get back with you on Monday. I will disperse your consumption over the period that was un readable to provide you with a more fair amount based on volume used for each bill period. This means I need to run a few models.  Please  feel free to reach out to me on my email which is [email protected]. I will be in touch with you on Monday. Thank you for bringing this matter to my attention.  

• Initial Complaint

  Date:08/09/2023

  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.

  water bill for zero gallons used is excessive and a total abuse of elderly customer(99) since 1969 at address total asking amount total is 1361.92 Location address is **** ******* *** (Grandfathers House) NO ONE LIVES THERE .!Tried to get a reasonable resolution but to no avail willing to pay required msd charges but not water charges for zero water used Started a year ago when we had a toilet supply line leak Replaced supply hose reported it to LOUISVILLE WATER COMPANY which issued a small credit but is unwilling to address the real problem of amount charged for zero gallons of water used since toilet repair now threatening to shut off water on 08-09-2023 to **** ******* *** I TOLD THEM I DISPUTE THE BILL AND WAS INFORMED THATS THE WAY THEY DO BUSINESS AND HAVE NO AGENCIES THEY REPORT TO

  

  Business Response

  Date: 08/09/2023

  Dear *** **************

  The balance for **** ******* is primarily from the residence located at **** ***** Partial payments were made as of July 2022 and were transferred to the **** ******* address. Late fees have accumulated on the balance and will continue to until the balance is paid. There was a balance transfer in the amount of $1,123.44 from 3313 Dean transferred to **** ******* which is broken down as follows: $647.22 waste water, $387.30 water and $88.92 storm water. In addition there are storm water and late fees for the ******* *** address that continue to go unpaid.  This balance needs to be settled. I would be willing to remove some of the late fees to settle payment on this account. The water portion of the bill is small compared to the storm water and past waste water fees. We need to come to a settlement on this account in order to avoid disconnection. Storm water fees are non-negotiable, as all property owners must pay these fees according to KRS statute 76.  We do offer payment plans through Promise Pay and Louisville Water provides payment arrangement terms.   

• Initial Complaint

  Date:07/19/2023

  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.

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

  The fact that I was past due on my account has no bearing on the fact that there are flaws in the customer service experience that LWC provides. I accepted the consequences of not paying my bill. I paid my balance and was promised a timeline in which LWC did not keep. I would expect LWC to also take accountability instead of trying to shame me.
  
  
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 07/19/2023

  ** ******* 

  We apologize it has taken more than the expected amount of time to turn your water back on after a disconnect for non-payment. We notified you in February of this year that you were behind on your payments and would need to make a payment to get your account current. It has taken several months for Louisville Water to receive those past due payments from you, despite several phone calls to remind you this payment was due. To avoid a disconnection of service in the future please ensure to pay your water bill on time. This is preventable if payments are made in a timely manner. 

  

  Business Response

  Date: 07/24/2023

  *** ******* we apologize we were unable to get your water turned back on in the time frame we promised. There are times when situations are beyond our control. 

  Customer Answer

  Date: 07/28/2023

  
  
  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 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. 

• Initial Complaint

  Date:07/18/2023

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I haven't received a physical copy of the bill. I would like a printed receipt explained ng all of the charges and why the water bill is so high in the first place.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 07/18/2023

  Ms. *********

  Louisville Water has attempted to contact you on numerous occasions to advise of the pending shut off for non-payment. We contact you based on the phone number you have provided to us which is ***** ********. We also mailed you the attached letter regarding the shut off. Please log into Pure Connect to view your bills and balance.  You are welcome to view our Drops of Kindness web page to see if their is a ministry that can make a pledge for you. LIHWAP is starting next week, Bullitt county is participating, we highly suggest you contact the ministry in Bullitt county for assistance. The web page can be found here: *******************************************************************************  You can also apply for a Promise Pay plan to pay the balance off over time. The link for Promise Pay is also on our drops of kindness page. 

   

  

  Business Response

  Date: 07/20/2023

  Attached is your most recent bill. Your bill contains 3 sections; your water charges, your waste water (sewer charges) and any insurance coverage you carry plus late fees and taxes for insurance (House Bill 8 requires all insurance to be taxed by the state of KY). Your bill shows you consumed 14,000 gallons of water over a 51 day period (see page 2). You are billed to have the water/waster water service and you are billed for the water you consume and which is expelled into the waste system and then cleaned.  You also have 3 insurance products on your bill through Home Serve. You can contact Home Serve to modify your coverage. The second page of your bill details all of this information for you. It will show service charges as well as consumption charges. 

  Many times a toilet leak or an old flapper in your toilet can cause your house to use more water than necessary. The best solution for this is to replace the parts inside your toilet tank, this can help you reduce your bill if your toilets are leaking.  Louisville Water has videos on the website for how to detect leaks. you can search the internet on how to replace the parts inside the toilet tank. 

  Conserving water usage is the best way to reduce your bill, keeping your home well maintained will help you in your conservation efforts. 

• Initial Complaint

  Date:06/22/2023

  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.

  My name is ******** ********

  Address **** ******* *** *********** ** *****

  

  Business Response

  Date: 06/22/2023

  *********

  I am so sorry your water has been off. Are you able to provide your social security card, picture ID and a lease?  You can email us this information at ********************************  We perform a credit check on all accounts wanting to start service, if the credit bureau dates and your lease date matches we will start your service.  Please send over the documents at your earliest convenience and we will get your service started. There is a $30 service activation fee and $100 deposit which will appear on your first bill. 

   

• Initial Complaint

  Date:05/19/2023

  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.

  Cannot contact customer support through any means. I've tried social media, phone, and no option on their menu works. I've simply been ignored and hung up on. No one at this company will explain my bill, and there is an effective block on being able to contact someone there by phone. I've been trying for the past 4 months.

  

  Business Response

  Date: 05/22/2023

  *** ******
  
  In reviewing your account, I show an AMI meter was installed at your residence on 9/30/21.  AMI meters provide for remote collection of your water usage data, in real time.  Letters and/or post cards were mailed to customers notifying them in advance of the transition from bi-monthly to monthly billing.  The first monthly bill on your water account was generated on 9/19/22.  Please let me know if you have any additional questions.
  

  Sincerely,

   

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

   

   

   

  
  

• Initial Complaint

  Date:05/17/2023

  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.

   
  
  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 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. 

  

  Business Response

  Date: 05/17/2023

  Your Home Serve coverage was cancelled on 4-28-2023. The bill generated in early June will no longer include fees for Home Serve moving forward. You are responsible for the fees up to the 4/28/23 cancellation date. 

• Initial Complaint

  Date:05/12/2023

  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.

  LWC & *** charges has increased astronomically over the past year! My water bill has went from $41 to $137 and my *** charges have jumped from $130 to $250! According to LWC, my water usage has jumped from 1400 gallons per billing cycle to 26,000 gallons per billing cycle! I have one bathroom and no swimming pool! My house has no leaks! I called LWC and complaining about my enormous LWC**** bill and they gave me the rehearsed answer of "you must have a leak or your toilet is running more than usual"! My wife and I have sole custody of our two disabled grandsons and we are a single income household! We cannot afford to pay this insanely high LWC**** bill and still be able to pay our other bills! We're already struggling and now LWC**** is hitting us with the highest bills in history! I've talked to a lot of my neighbors and they're complaining about the same thing is happening to them! This is very stressful and depressing! Lord help us all!

  

  Business Response

  Date: 05/12/2023

  *** ******* I called you this morning to talk about your consumption. I sent you the link to **** ******* so you can see your hourly data. You advised you would hire a professional and share the data. Keeping a water diary for one day is also a good way to be able to see what is happening in your household. Check out ***** website for their discount programs. Call me next week at ************* I will be in the office Monday - Thursday.  working together we can get to a resolution. Have a nice weekend and I look forward to speaking to you next week.