Complaints

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:05/13/2024

  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 woke up to see that people were digging up our yard. There was no knock on the door, no phone call, and no letter notifying us that a giant hole, big enough to fit several men, was going to be dug up in our yard. So I called the company and the person who answered the phone was immediately rude and snide. I told her we hadn’t been notified and she didn’t even let me finish saying such before cutting me off with “We don’t have to, we don’t have to.” She said everything will be put back how it was but that’s not how plants work. In addition, the workers told me they were going to put down straw and grass seed. I have mature grass, not mud with seeds that will get eaten by the birds. On top of that, they marked up my driveway by pulling into it and she called me back to call me a liar and say I needed video proof. I had just moved my vehicle so they no longer could go into my driveway because I knew they wouldn’t take any responsibility for it and she claimed it was like that the whole time and her workers said they were never in my driveway. I have video evidence that it was not that way. If you have any choice to work with them, don’t. But it’s penalty mandated in some way so they’ll just go wherever they want however they want.

  Business Response

  Date: 06/03/2024

  WE DO NOT EVER HAVE TO NOTIFY SOMEONE THAT WE ARE INSTALLING A WATER SERVICE, WE WORK FOR LOUISVILLE WATER AND THEY DO NOT REQUIRE YOU TO NOTIFY THAT WE WILL BE DIGGING IN THE EASEMENT AND NOT THEIR YARD, LWC WILL BE SODDING THE PROPERTY SO ANY OTHER CONCERNS SEND THEM TO LOUISVILLE WATER COMPANY

  Customer Answer

  Date: 06/04/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the HOA holds the property owner responsible for the appearance of the easement. The water services were necessary for the community. We understand that. It is common human decency to give notification, even if it is not required by law. The hole has now been filled. We do not have the bandwidth to continue to research your contractual obligations or KY state and municipal laws to address a resolved issue. It is, however our civic duty to document the company’s lack of respect for the responsibilities of others, and their un-empathetic handling of this situation. It is our hope that this form of destructive behavior changes, and members of our community are not subjected to it in the future.

  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:02/13/2023

  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.

  This company was contracted by the city to excavate a main water line connection that was causing unhealthy levels of lead in our drinking water. We were told that whatever they needed to dig up or was broken in the process they would fix and return to its original state. During the excavation process they cracked the concrete front porch steps on our historic home. I have pictures of our steps before they did the work and pictures to show the damage after. Their worker explained that it would be fixed and to just report the issue to Louisville Water company. We did that. Louisville Water company referred us back to the excavating company and said that the company had a claims process to follow for remuneration. The company called us to inquire about the issue. We again explained and were told that someone would contact us and come out to inspect the damage. A month later we had no contact from them and instead received a letter that they will be taking no further action concerning our steps and that they see no visible claim. They never asked to see the steps, evaluated any before or after images etc. It is unethical to not follow the claims process appropriately. It is unethical to break someone’s home, tell them you plan to fix it and then not follow through. They have placed a financial hardship on our family through their own error in excavation, dishonestly told us it would be fixed, and then not only did not fix what they broke but also did not follow an above board claims process that allowed for a proper evaluation of the damages. I am attaching a photo of the steps from before work was done and several images of the damage done by their excavation. You can very clearly see from the before and after that there is extensive cracks in the steps and chunks cracked clean off. We don’t want money. We just want them to fix what they broke.

  Business Response

  Date: 03/23/2023

  i guess this person failed to tell you that the louisville water company rejected her complaint, so she took it upon herself to involve me in it, i personally talked lwc in to repairing her steps they were replaced and repaired, her steps were already tore up she just wanted someone to pay for her already existing problem and lwc did, so she has nothing to complain about now

  Customer Answer

  Date: 03/23/2023

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

  This claim was filed initially because Louisville Water Company referred us to her company as the party responsible for fixing the damage.  I filed this claim because it was her company that sent a letter with her own signature claiming to have inspected the damage (without ever having visited or notified us of inspection) and that during this inspection she had found no damage or grounds for a claim. 
  

  The business owner did reach back out to Louisville Water to put the ball back in their court and Louisville Water did fix the damage after this BBB claim was filed.  our steps were not “busted” before the work was done. Only the top step of our home previously had a crack but I understand that it is normal for people to become upset and defensive when they are called out on work that was not completed. As she had never previously even seen our home herself, she would have no way of assessing that. Further, I have texts acknowledging the damage. 
  

  Louisville Water company’s contractor who finally completed the repairs agreed with our claim and did a wonderful job fixing it.  it’s a shame the man and daughter who did the excavation from this company hadn’t followed the appropriate reporting procedures when the man acknowledged to both my husband and I that the damage had been done by himself during excavation AND he told us not to worry because he would submit photos and someone would fix it. maybe Debbie should discuss this with her employee to avoid future issues and maybe Louisville Water can hire out to more established businesses with a reputable history of addressing claims.

  There is no further action required at this time.

  
  
  
  Sincerely,
  
  
  ***** ******