Reviews

This profile includes reviews 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

  
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  Louisville Water Company

  634 Conestoga Pkwy Shepherdsville, KY 40165-6667

  

Review Details

• Review fromGA T

  Date: 05/08/2025

  2 stars
  First, highly doubtful meter readings are accurate a large majority of the time. Your records and plumbing may be impeccable but they - always - have final say. It is comparable to the casino theory. The house (being the water co) always wins. You are not set up to come out on top.
  Be warned regarding paying online. They must have employed a cut-rate IT 'tech' to design website. More than once it does not confirm payment implying you should attempt a second time to submit payment.
  Then, and only then, the site informs you that you just made two (2) payments. Sloppy website set up. Now you have two options- which you won't know about unless you call or email them! One is applying the additional payment to next months bill. Not trusting that. Two is they send you a paper check in the mail. They claim they cannot refund you the amount back to your bank account. Which they already have on file. Amazingly stupid. Pay decent money for a real IT tech and cut no corners to make the website halfway intelligent. Your customers will greatly appreciate it and there will be fewer reviews like this one.

• Review fromLaKendra P

  Date: 04/01/2025

  1 star
  This issue has been going on since July of 2024. Could be longer but I can only constitute for this time because this is when my bills begin getting out of hand. They said I used 40000 gallons of water which eventually added to 90000-156000 gallons. Where is all of this water?? I set up promise to pay arrangements to avoid disconnections. After a couple more bills, it was becoming overwhelming and unaffordable. I reached out to the water company. They sent a field tech who claim there was a leak, told my brother that if I was a homeowner to contact my homeowner's insurance. I requested Supervisor only for them to send out the same individual. He determined that there was an issue but doesn't know where from. After numerous complaints and calls, I finally spoke with a lady that advised she can schedule for my meter to be pulled from testing. This led to a issue on the water company's end. They replaced meter and I got credit over $900 in September 2024. By December I was setting up another promise to pay for $400-500 (issue couldn't have been resolved) and thereafter couldn't set up anymore because they have a rule now where it has to be 90 days before another can be set up. Water company, plumber, Home Serve said there is no leaks detected. They are no longer offering any assistance to figure out this issue after confirming there is no issue on my end or theirs. Which I am convinced the issue they claim they fixed never got resolved. Hence now my bill is much higher than it started when the issue began. Now they are threatening to shut off my services. It did it when the last lady named Lakenya wanted to argue about the difference between a leak adjustment and credit on my account. It is April 1st and my bill is $2800. ITS IMPOSSIBLE! Something has to be done my mortgage is less than half of this amount!

• Review fromEmily W

  Date: 11/24/2023

  1 star
  Paid my bill 11/20/2023 to have my water turned back on. Said they would have it done by Wednesday 11/22/2023 by midnight.
  They ruined my Thanksgiving and my son didn't get to celebrate because it is now 11/25/2023 and STILL NO WATER. So now I have to wait a whole week, until 11/27/2023 and still probably won't even have it then.
  Absolutely RIDICULOUS.

• Review fromOlivia T

  Date: 11/20/2023

  1 star
  Worse customer service ever! Have called the Louisville Water company several times about an issue of their water line that was created and discovered when they were changing the meter. I have spent countless hours on the phone and the bill is triple what it normally is.
  Customer service rep today named Olivia told me that the problem was not on the schedule to be fixed until April. So I am supposed to pay triple the bill every month until it is fixed or have my water cut off due to their mistake... what????
  Spoke to another lady after who put a payment extension on the account and informed me to pay partial and call back every month until it is fixed. Now that is more doable.
  But then I get a call from a manager who says they are coming to fix it tomorrow and bringing the police with them because apparently by me asking (Olivia) what should I do, should I set out on my porch with a shot gun on December 1st and tell them not to turn my water off. No one say they were going to shoot anyone. I do not own a shot gun, I simply asked because she was not answering any of my questions once so ever ----- the 2nd lady I called immediately helped me no problem.
  So what they hell water company??? what are you doing? Police? Forreal???? just do you job and let customers know what's going on -- don't just put a cone on it. Doesn't solve the problem.

• Review fromJennifer Y

  Date: 05/18/2023

  1 star
  Absolutely appalling company as far as service goes. Good luck getting through on a phone call (the menu effectively blocks you from getting through to a person). There is ZERO service. And they don't have to, right? Because they are the only game in town Regulate all utilities!!! This one sucks. No explanation on why my bill doubled when I'm not using anymore. Reported them to BBB.

• Review fromHeather M

  Date: 05/06/2023

  1 star
  I received a bill last week that was quite a bit higher than any bill I have ever received. In the 3 years I have lived in my home I have consistently consumed 2000-4000 gallons of water per billing cycle. On this bill the “actual” read said I consumed 34000 gallons. I did the leak tests inside the home and found none. I called Monday morning and asked for someone to come check for a leak. I was told it could take 10-14 days. In the meantime, Friday I had a plumber come to check and the first thing he did was take the cover off the ground and check the meter reading and it was wrong. On my bill the last meter reading was 121 and on 4/21 the bill reported it was 155. The ACTUAL reading as of yesterday was 126. I called to report it and was told a ticket would be submitted but it would take 6 weeks for them to come validate the reading and that I was responsible for keeping my bill up to date. I am having a hard time understanding why it’s my responsibility to pay for their mistake and why they don’t want to immediately rectify their mistake. I’m a single mother with two children. I don’t have the extra money to throw at someone else’s mistakes. And by the time they actually do get out to check the meter how do they know what the reading was prior to? Nothing was explained to me. I feel like they just don’t care about customer service because what other options do people have for water?

• Review fromChris D

  Date: 05/04/2023

  1 star
  The Louisville Water Company is ripping off a lot of customers. I had three people living in my house for many years and only used 4000 gallons maximum. Now I live by myself and work 3rd shift. Now I’m getting charged 11,000-13000 gallons a month. I have done many tests to make sure there are no leaks of which there are not. Please be aware of this company!!!!

• Review fromKristina B

  Date: 04/28/2023

  1 star
  The storm water runoff, plus the amount of water passing through the usage meter, blah blah blah. So not every drop of water that passes the meter runs back out. Sometimes its used in cooking or drinking, ETC. I get this monopoly of a company is in serious debt. Charging folks double what they consume and not offering a choice of service providers is literally raping the pocket books of the blue collar workers. And our local government must be getting great kick backs from it to allow it to continue.

• Review fromJohnathon S

  Date: 03/08/2023

  1 star
  Absolutely despicable. If they overcharge your monthly bill, it seems to take an act of god to get them to repay you. Thankful I moved to Boone County where there is some human decency.

• Review fromStephen D

  Date: 02/17/2023

  1 star
  Just moved to Louisville and our 3rd bill was almost $700. There is only 2 people living at our address with only 1 bathroom and after calling customer service 4 times they finally set an appointment to come out at 10:30a to reread the meter. My wife works 1st shift and I work 2nds and normally don't wake up until 10-11a. They knew this, but called my phone at 8a and since I didn't answer canceled the reread and told me to schedule another meeting. Never showed up at 10:30a, the scheduled appointment time. Tried calling for a 5th time and never was able to talk to anyone. Louisville Water company is the worst utility company I have ever encountered and they have the absolute worst customer service! If you are able to talk to someone be prepared to be yelled at, called a liar, and threatened to be hung up on all while trying to understand the $500 jump of your bill. If I could live without water I would, but since they know that a person has to have it in order to live they treat each and ever customer like trash because there is nothing we can do about it but complain. So, I would warn everyone about this horrible business, but that wouldn't do anything. They do make me very sorry that my wife and I ever moved to Louisville to begin with. If you are reading this, please for your sanity, move outside of the Louisville Water Company district! I guarantee you will thank me later!!