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:02/01/2023

  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.

  Louisville Water shut my water off today without giving notice. There was no final notice received. There was no email sent and no piece of mail received. On their website it said we had until February 7th to pay our bill. We tried multiple times to pay, but could not complete it as their website was not working. I cannot even view January’s bill as it says “not available.” Now we are left without water when we had no idea this was coming. We have tried and tried to resolve this issue. There is currently human waste sitting in our toilet unable to be flushed because there’s no water and they’re telling me that it could be 48 hrs from now. They also trespassed on our property to turn the water off without giving us the chance to pay the bill

  

  Business Response

  Date: 02/01/2023

  Ms. *****,

  Your bill was due on 1-9-2023. We called ***** ******** on 1/12, 1/20 and on 1-25 in addition we sent the attached letter on 1/17/2023.  If the phone number and address on the letter are not accurate you can call to provide your best contact phone number or a better mailing address.  Our agents are trained to ask for the best contact number when you sign up for service. You can also visit our website and login to the customer portal to check your balance and pay your bills. You can fill your toilet tank with water (purchased from the store) to flush the commode.  Please pay your bills in a timely manner to avoid disconnection in the future.  

• Initial Complaint

  Date:12/29/2022

  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 received a bill in the mail on 12/16/22 from Louisville Water Company. The bill amount is for $1,186.08 ($1000 over my typically bill amount). I called Louisville Water Co. their next business day on 12/19/22 inquiring for my water meter to be reread as I feel there was a typo made, a ticket was placed for a technician to come out. Louisville Water Company is reporting that my household has used 106,000 gallons of water from my last bill to this current billing cycle. According to their records in August, I was charged for 10,000 gallons of water. In October I was charged for 14,000 gallons of water. And in December they want to charge me for 106,000 gallons of water. Firstly, we do not have any signs of leaking pipes or water anywhere inside the home or on the property. Secondly, 106,000 gallons of water is 16% of an Olympic swimming pool. A water tank that holds 106,000 gallons of water would be 48 feet in diameter and 8 feet high. Lastly, this house is a new build (July 2022), we aren't concerned that there is a leak. If we truly used 106,000 gallons of water or there was a leak, we would know! It is now 12/28/22 and my bill is due 01/03/23 and no one from Louisville Water Company has come to my house to read the meter to prove we used this amount of water. I called Louisville Water Co. on 12/27/22 asking for someone to come out and reread the meter. The customer service rep said the technicians have 5-7 days to complete a ticket request (my request was still pending from 12/19/22). 12/27/22 was day 8, here we are on day 9 and still no one has reread my meter. I asked to speak with a supervisor, no one has returned my call. Not only is my mental health being compromised from this bill, that I received during Christmas, but my finances are jeopardized if I have to pay this bill to keep my water on, all based on the fact that multiple employees in the million dollar corporation made a mistake on my water bill and no one is working to correct it or make it right.

  

  Business Response

  Date: 01/03/2023

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

  I understand your concerns and have reviewed the account. On Jan 3, today, we were out to read your meter again. The cumulative amount of water that has gone through your meter as of today is 135 cons (or 135,000 gallons). If you look at your bill you will see when we read the meter on 12/ 7/22 it was 131 which indicates you used 4,000 gallons in the last ~28 days. This appears to be normal for your consumption - this is a good thing. However, for the reading prior to 12/7, the last validated read was 8/11 - which showed a cumulative amount of 11 cons (or 11,000 gallons).  Therefore between 8/11 and 12/7 there was 106K gallons used - which does appear high for your consumption which is closed to 7K a month (but we dont have much history yet, as you stated it is a new house/meter).  There are times when a toilet can get stuck and leave the valve open, which can run up your bill. Since it does appear the issue has resolved itself with the most recent reading I will process a toilet leak adjustment on your behalf. You should conduct a dye test on your toilet and inspect the components of your toilet to ensure they are functioning normal. Also, if you ever hear your toilet running, repair it immediately as running toilets as a common cause for higher than normal bills.  Your account will be updated with the adjustment in a few days. Please log into ******************************* to see the updated amount and pay your bill.  Best wishes in your new home!

• Initial Complaint

  Date:12/20/2022

  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 learned there were charges at that location and I agreed to pay those back charges and was finished July of 2022. The house has been boarded up for over 2 years and yet I am still getting charges for this location. I have emailed the water company over and over again to no avail. The last time I communicated with the water company I was advised no water charges just mad chages. I sent an email to msd and they never responded to my email and I advised them of the same thing. I now have a bill for 269.80 of which $24.29 are msd charges. I have tried everything to resolve this to no avail.I need help.
  ***** *********

  

  Business Response

  Date: 01/03/2023

  Ms. *********, MSD charges storm water fees on all properties regardless if the owner is living or deceased.  In the case of the deceased ownership, the estate is responsible to pay for the storm water charges until the property is sold. All property owners or their estates are responsible for storm water charges. The fee is around $25 every two months.  Until you sell the property you will still be responsible for the storm water fees. This is a KY statute. Since you are carrying a balance you are are being charged late fees.  The last time payment was received was June of 2022. I will remove the late fees for the past 6 months as a one time courtesy if you pay the balance. The current balance is $269.80, I will remove the late fees in the amount of $30.92 but you must make a payment to bring the balance to $0.0. 

• Initial Complaint

  Date:11/03/2022

  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 an issue with service charges assessed for a service for which I was under the impression had never been activated. On 6/14 I requested irrigation service be started at my address. The tech from LWC arrived within a few days and found that there was a leak in the irrigation system. The tech informed me that the meter would remain off until we had the leak repaired. We decided it was not within our budget to fix the irrigation system so we put it off until next year. A few days later we received a notification from LWC that there was a leak on the property (with no further details). We had someone come inspect the property to figure out the source of the leak. On 6/24 the tech who did the inspection determined there was no issue and noted that irrigation "service is off" (attached door hanger). We went on with our lives thinking that that chapter was closed and that we would just forego irrigation for the year.
  
  Upon reviewing our bill near the end of October we saw that the account was racking up daily service charges for the irrigation service. We were under impression that the service was never started due to that initial leak and was confirmed with the followup note from the inspection. This is the response from them on the matter:
  
  "We are not able to remove the service charges. In order to stop the billing, you must contact LWC and request to stop the service. We were contacted on 6/14/22 requesting to turn on the irrigation meter and to activate the billing, we do not show that you called to request to have the meter turned off and stop the billing."
  
  My argument is that how was I supposed to know that I would be accruing service charges for a service that I was explicitly told by the company was not started. I should not have to cancel a service that is not active or that I have no way of knowing is active. I am requesting a refund of the service charges for at least the first billing cycle for which we could not have known it was active.

  

  Business Response

  Date: 11/07/2022

  Mr. *******

  I have reviewed your account and see where there is confusion regarding your irrigation meter. It appears there was notification sent out for your irrigation meter for a leak back in the Spring and when the field was unable to turn the meter on there was no communication to customer service to not turn on the service. I will credit you back your service fees for July and Sept. In the future, if you speak to a field rep, it is always best to follow up in email or a phone call to advise the field was unable to turn on the service and ensure the meter shows as OFF.  The credit will be an estimated $46.  On another note, it appears you must have a rule set up with your credit card company to submit $500 to the Water company every 90 days. You may want to investigate on your side to have this payment turned off. As a result you currently have a negative balance of $756.42 (not including the irrigation service charges to be credited).  Please let me know if you would like the last payment of $500 returned to your credit card - it was charged on 9-26.  

  Customer Answer

  Date: 11/14/2022

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  
  
  Better Business Bureau:
  
  
  
  I do accept the response. However, I feel as if it should not be this difficult to get a simple issue like this resolved.  Their senior customer service representatives that I talked to mentioned they have no possible way to credit the service charges even though they agreed that there was no indication that I would have known about the recurring charge.  Regarding the $500 credits,  I manually prepay the account on a credit card and 500 is the max.  This is to minimize the service charge attached to credit card payments.

  Regarding this individual credit, is it possible to just add it to the top of the existing credit?  THat is how I would like to proceed.  If that is not possible I would also accept a check for that amount.

   

  Thank you.
  
  
  
  

  ---

  
  
  
  
  

• Initial Complaint

  Date:11/02/2022

  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 live on **** **. in the city of ****** within ********* Co. The Louisville water company installed a new meter on my property in June of 2022. Since then, my monthly bills have been astronomically high in terms of water usage--20K in August (Sept. bill) and now 30K in September (Oct. bill). This amount of water is equal to filling swimming pools, of which I have none.
  I called the water company last month and have tested for leaks of which there are none in the house and no standing water outside the house as well. The water company sent a specialist out to check for any leaks and none are reported in the home. The specialist told me that the Water Co. has hundreds of customers complaining about water usage and high bills since the new meters were installed.
  Because this month's bill is 30k usage of water, I polled my neighbors on **** **. to find out:
  1. If others were having similar issues
  2. What others average monthly usage was (similar household sizes)--average usage was 5k gallons per month
  I have learned that at least 2 other homeowners on **** **. have had the same issue with the Water company and errors in billing water usage. Once neighbor was told by the Water Co. Customer Service rep that a few weeks ago the fire department broke a water line and it has been causing issues ever since.
  I have been trying to contact the water company and the customer service lines are so overloaded, they have hold times of more than 1 hour. A company such as this should not be allowed to ignore their customers and not provide a simple telephone line that can answer customer issues!!!!
  And, they are likely collecting fees from users that did not use the amount of water they are billed for; this is fraudulent billing practices.
  I would like answers and the ability to speak with a Manager who can address this situation and hope BBB can help.
  **** ****

  

  Business Response

  Date: 11/02/2022

  Dear Ms. *****

  first and foremost we apologize for the long wait times you have experienced in trying to reach a customer service rep. Like many companies we have experienced difficulty with staffing but we have made changes and are starting to see improvements. Regarding your water consumption, you have the benefit of a meter that is capable of reporting out hourly usage. If you will provide your email address we can send you a link to **** ******t, our portal for customers to view their hourly consumption.  When I look at your data I see a few things; 1. between May 16 - Aug 26 there appears to be a heavy amount of usage from 6:30 AM - 9AM, almost like a timer on a sprinkler or other timed event. 2. October 6-7 there was very high consumption 3. even as of 10-31 at 8AM there was 25 gallons used - possible you were doing laundry but it could also be a stuck flapper on your toilet, some times there is a silent toilet leak.   I have copied your usage for one entire day by hour below so you can review what happened at 8AM. I do encourage you to replace the guts of your toilets.  Please do send me your email address as we will send you an invite to your portal, you can also access it from our website. If you do decide to replace the toilets inner components we will provide a toilet leak adjustment, please call or send me a note at ********@louisvillewater.com or ************

   

  
  
  10/31/2022 23:00 0
  10/31/2022 22:00 1.1
  10/31/2022 21:00 0
  10/31/2022 20:00 0
  10/31/2022 19:00 0
  10/31/2022 18:00 0
  10/31/2022 17:00 1.1
  10/31/2022 16:00 0
  10/31/2022 15:00 0
  10/31/2022 14:00 1.1
  10/31/2022 13:00 0
  10/31/2022 12:00 0.1
  10/31/2022 11:00 1.1
  10/31/2022 10:00 6.3
  10/31/2022 9:00 2.2
  10/31/2022 8:00 24.9
  10/31/2022 7:00 0
  10/31/2022 6:00 0
  10/31/2022 5:00 0
  10/31/2022 4:00 0
  10/31/2022 3:00 0
  10/31/2022 2:00 0
  10/31/2022 1:00 0
  10/31/2022 0:00 0

• Initial Complaint

  Date:10/25/2022

  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 believe the water company is so u organized with their software that the are erroneously overcharging residents of the city. I usually have a water bill that ranges from 100- 200/ month. This month the have overestimated my bill of double consumption. After calling them the billing department does not have a good answer. Sounds like a ponzy scheme.

  

  Business Response

  Date: 10/26/2022

  Mr. *****,

  We do apologize that your irrigation meter was not billed in a timely fashion. Your bill on 10/11 reflects the cost for water consumption for the Irrigation meter from Jan 31, 2022 until Oct 3, 2022. The cost for this water is $613.49 based on 93,000 gallons used over this period. Your consumption for your residence has been increasing slightly and warrants further inspection by you. I would suggest you begin by looking at your toilets to ensure they are not running for any extended period after a flush or will run without someone flushing - this is a lost cost fix by changing out the guts of your toilet. A dye test can also be helpful. If there is a leak in the pipe that runs from the meter to the home, this is your responsibility to fix. There are services you can use to detect a leak in the pipe.  We are happy to provide you with a payment arrangement for the $908.71 balance since the IRR meter charges were our error. We can spread the payment over 6 months if you would like. Please let me know and we would be happy to assist you with this. 

   

  I have attached a spreadsheet of the consumption and the charges. The last two reads were read by a meter reader and your RES consumption did double. This is a good indicator that further inspection is warranted on your part. We can certainly send someone out to inspect your meter however it is required you conduct a dye test first. 

   

  
  
  
  
  

• Initial Complaint

  Date:10/17/2022

  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.

  9-27-22 Water bill date of $446.73 (34,000 gallons) with due date 10-18-22. In all of last year usage was 10,000 so definitely there is a mistake. I phoned Louisville Water and after an hour of being on hold was told I needed to complete the dye in the water tank test before any action could be taken. I completed water dye test and found no leaks. I phoned the water company again and was told their definitely seemed to be a discrepancy as trend over time charges proved. I was told someone would come out and that a message would be left on my front door handle. I was also told I would have to pay the $446.73 charge on time to avoid a late fee despite whether inspection had been completed or not. I’ve tried using the online chat and contact us features but to no avail. How do I know if this problem is ongoing or has been resolved? There is no way we have used that much water.

  

  Business Response

  Date: 10/18/2022

  **. ******,

  You did have continuous consumption of water from August 3 at 3PM until about August 24 at 2PM - there are other days where a large amount of water was used (Sept 30 between 2-5, 677K gallons). Based on your hourly data it does appear there was something left running between Aug 3-24. Is it possible that you had a toilet running or an outdoor hose left on?  Your recent data shows normal consumption but I strongly encourage you to log into the Louisville Water Pure Connect portal. You have an advanced meter that provides hourly consumption data. You can monitor your consumption yourself and set alerts for when your consumption exceeds a certain threshold. I have sent you an email to invite you tot he portal. I am also including your hourly data in this response. I would also recommend that you change out the inner parts of all of your toilets. Even though your toilet passed the dye test today, does not mean that your toilet hasn't been "running" in the past.   If you will advise that you have replaced the toilet guts we can provide you with a toilet adjustment for the period in August with high water.  My email is ***************************** 

  Customer Answer

  Date: 10/27/2022

  [[BBB TRANSCRIPTION VIA EMAIL FROM THE CONSUMER]]

  I spoke with the representative for the Water Company and after much discussion and troubleshooting,  I was told the water meter was correct and that my problem most likely is a silent leak in the toilet although the toilets passed the color dye test in the tank and showed no leak.

  
  

  The bad news is I would still be responsible for the bill. The good news is I was told a % would be taken off my bill if I agreed to change out the mechanisms in the toilets which I did. I later was notified $124 was taken off my bill.  ***** ******

• Initial Complaint

  Date:09/26/2022

  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 received a bill for over $13,000 from the Louisville water company. I did the rate adjustment form and the water company never got back to me. Instead the contacted the owner of the house (I currently rent) threatening to turn over to collections. They also reported $10,000 to the credit bureaus and took my name off of the account. I have been without water for over two months and have no way to resolve this issue since my name is no longer on the account. I never thought dealing with a public utility would be a living nightmare.

  

  Business Response

  Date: 09/27/2022

  Mr. *******

  When the account was in your name there appears to have been a leak. The balance was $16K, we adjusted off over $11K which is quite significant and very generous. You have a current balance of $5,108.51. This needs to be paid for prior to being able to provide you water service. Please review our webpage https://www.l**************.com/DropsofKindness for getting assistance with this amount. You may also try speaking to your landlord to see if they will cover some of the balance as well.  In the future, when you see your bill amount increasing please take an action to determine if you have a leak or a leaking toilet as you can avoid high bills if you address the issue immediately. Underground leaks only get larger, they never get smaller. Toilet leaks can be repaired easily by changing out the toilets guts.   

  Customer Answer

  Date: 09/27/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 1*******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Hi,

  I could not fit my response with the character limitation.  Please see attached documentation.  I hope that you all can respond to my additional questions and/or concerns.  Since you all have a monopoly on the water game in Louisville this has been the worst experience I have ever had with a business.
  
  
  
  Regards,
  
  
  
  ***** *******

  

  Business Response

  Date: 10/07/2022

  Mr. *******,

  
  

  Thank you for the note. We certainly understand that things were very stressful during Covid and as such, the Water Company has provided a number of programs for customers to leverage to help them get through the stresses of Covid. Your consumption started increasing in July of 2020 and continued to increase until the recent fix in 2022. Louisville Water provided a generous adjustment because of Covid but the responsibility to manage the water consumption falls on you as the person consuming the water. The $5108.51 is your balance. If you are able to get relief from other agencies to pay that balance off you can get water in your name again. If you choose to go on a pay plan, and if Promise Pay will accept you, you can then resume to get water in your name but it will require a large deposit towards your balance. There are agencies you can reach out to for further assistance, I believe I mentioned our Drops of Kindness webpage with resource such as the KY team for renters.  I am not at liberty to speak to you about the homeowners balance. If you pay 1/2 of your balance to Promise and make payments you will be able to get water in your name. You will need to make payment, establish plan and call us once that has been completed and we will put water in your name again.   

• Initial Complaint

  Date:09/23/2022

  Type:Customer Service 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.

  Yesterday (9/21/2022) I discovered that the Louisville Water Company (LWC) has been charging me, for around the last 3 years and 4 months, a commercial rate for water and sewage (Through MSD) instead of a residential rate. When I purchased my house and had the water transferred to my name, LWC did not ask me if the house was serving as a resident or a place of business. It is zoned for both as many houses are in the Phoenix Hill and Highlands neighborhoods. Yet, the assumed it was a business because it was a business when the last owner owned it, I assume. And PVA still had it listed as a business until recently, when I went through the same thing with LG & E, who had been charging me commercial rates also. Yesterday, LWC informed me that they would not refund me the overages I have been charged since I purchased the house. Unlike LG & E, who had the integrity to issue me a full refund. I guess because the LWC has a monopoly in the area, they are not concerned about being thorough and asking customers if they are a place of business or serving as a resident. Instead, they would rather get paid the higher rate and when the customer finds out they have been overcharged, in this case, for a very long period of time. LWC doesn't act with integrity and do the right thing by refunding the customer. I asked for the issue to be escalated to a Manager and requested a call back but am still waiting.

  

  Business Response

  Date: 09/27/2022

  *** *****,

   I apologize for our response to your request for a correction dating back to 4/27/2019. I have investigated your account and see where your property should have been billed as a residential account. I have requested our billing dept to make the corrections and advise me on how much of an adjustment will be credited to your account. Once this has been completed your bill will be adjusted. I hope to have this wrapped up in the next week. If you need to reach out to me directly my email is [email protected].  

  Customer Answer

  Date: 09/29/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  **** *****
   
  
  

  ---

  
  
  
  
  
   
  

• Initial Complaint

  Date:08/08/2022

  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 received a bill from lou. water co. around july 19,2022 for 18000 gallons. they state the meter read 637 on 7/12/2022 and previous reading had been 619 which would make their billing correct. I knew this was incorrect so being a retired plumber I checked the meter myself 7/19/2022 to find the meter read 629.
  I then called lou. water was told they would send someone to investigate. No response 5 days later so called again to be told bill was being amended. no response 7 days later, called again to be told bill was in process of being amended. checked today 8/8/2022 to see I have been charged a late fee and bill was not amended. tried calling lou. water co. from several different telephones because they won't answer my calls now. I just read my meter today 8/8/2022 and 634 (took a picture on my I phone) is the reading almost a month later from their supposed reading date of 7/12/2022 making it still 3000 gallons less than then. Louisville Water companies only response to date has been issuing me a letter telling me I shouldn't be opening the meter cover due to liability issues.

  

  Business Response

  Date: 08/08/2022

  Mr. ******,

  My apologies your misread was not handled in a timely manner and we were unable to take your call. We are extremely busy on Mondays as most call centers get a majority of their call volume on a Monday.  I have spoken with our billing dept and your bill has been corrected. The new amount is $245.21. Your late fees were removed and we have placed you on a payment extension so you will avoid our collection process. Your new bill will be processed and sent you however, we have heard of delays with mail. If you prefer you can visit PureConnect, our customer portal for reviewing your usage and accessing your bills. Just visit www.louisvillewater.com and select "manage my account" from the home page.  If there is anything else we can do, please let me know. 

  Customer Answer

  Date: 08/09/2022

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

  the meter reading on their new bill still states the meter read 637 on 7/12/22 which means they haven't even attempted to actually correct the situation due to the fact that the meter reads 634 today 8/9/22 which is 3000 gallons less just shy of a month later. Which also indicates my next billing will be incorrect unless they actually go to the trouble to do their job. I have also corresponded with the attorney generals office, the consumer protection agency and the federal trade commission. My next letter goes to **** ************** as well as the Kentucky business licensing office.

  

  Business Response

  Date: 08/26/2022

  A new bill with your consumption of 632 will be sent you, you should receive the new bill next week. Please note your payment has been put on an extension so you wont be turned off as a result. 

  Customer Answer

  Date: 08/26/2022

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