ComplaintsforLouisville Water Company

• Initial Complaint

  10/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  10/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  09/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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: ****************************

   

• Initial Complaint

  09/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Received a water bill of $3,837.15. Checked on line as to why. Showed we had a leak of 946 gph for two months. (749,722 total gallons). We were signed up for over use notifications which we were never notified. The leak came from the irrigation system which was immediately fixed at our cost $576.86. (Copy provided to the water dept as requested) they said they would adjust the bill by 50%. They have already confirmed that we were signed up for notifications and also told that the “alerts went undelivered”! Went down in person to discuss but told they don’t see customers. Been asking daily to speak to a manager with negative results. I welcome any help and/or advice. Thank you!

  

  Business response

  09/05/2024

  *** ******,

  In reviewing your account, I show that you enrolled in alerts with an email address of dlrumoro@yahoo.com on 8/16/22, and a telephone number of ***** ******** on 10/24/22.  The first alert was issued to phone number ***** ******** on 8/15/24.  This phone number was updated on your online PureConnect account on 8/15/24.  The initial phone number that was entered in our portal, looks to be an incorrect phone number.  The email address provided, we sent an email to on 10/27/23, in which shows undeliverable and bounced back.  This may possibly be the reason no alert was received via email. We have reviewed your account for a courtesy leak adjustment, and an adjustment of $1,833.89 has been processed to your account.   We are able to review your next bill as well for a courtesy adjustment, if the usage is out of line. The remaining balance of $1,685.68, we are able to setup on a pay arrangement over 12 months.  Please let us know if you have additional questions.

   

   

   

   

  Customer response

  09/05/2024

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

  Customer response

  09/05/2024

  We understand that the phone number was listed as incorrect. The email dlrumoro@yahoo.com was active and working and at their own admission the email did not go through. Had the email gone through then we would not be the additional $1,600+ dollars. We signed up for these notifications for this reason. We are looking for the “leakage balance” to be waved! Thank you. 

  

  Business response

  09/06/2024

  *** *******

  As a courtesy, a one time courtesy 100% administrative adjustment has been processed to your account.  We recommend that you continue to monitor you usage via the online PureConnect portal.  If you have any additional questions or concerns, our Customer Service Department can be reached at ************.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In 2010 I had a slum lord that left a broken facet running for months and refused to fix it . It is now 2024 and I am moving. I went to get water for my new home. Called Louisville Water Company and found out I have a 7,000.00 debt to them because of this landlords neglect. I am not allowed to put water in my name for something that happened 14 years ago. This has not been on my credit report anything I am upset and shocked the only thing they can advise me is to pay the collector. Because of this landlords actions I had to boil water and wash my kids in the kitchen sink and I ended up being homeless due to his actions. After 14 years this is not fair at all. At this point I should have been contacted. The bill should have never been that high without cut off and after 14 years it should have dropped off by now. Can you please look into this I am horrified

  

  Business response

  08/26/2024

  ******** 

  Thank you for giving us the opportunity to investigate this further. Because of the age and our lack of relevant information related to the charges, we will remove the balance and reset you to 0. This will be completed some time today and you should be able to start service tomorrow. I highly recommend you pay the water bill on time to avoid disconnection of service. Once your account is established, visit ******************* and sign up for Pure Connect. Set up leak notifications, if your usage looks similar to a leak, the system will notify you. If you are purchasing a home, consider  **** *****, if renting look into ***** ***, a leak protection product.  Best of luck to you.    

• Initial Complaint

  08/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  they went to monthly billing the due date is the 15th I don't get paid until the 3rd Wednesday of the month never had a problem before now I will be billed a late payment ever month. this is not right I am on a limited budget please help.

  

  Business response

  08/26/2024

  Mr. *****,

  I have provided you a one time courtesy adjustment for the late charges.  Please budget accordingly for monthly billing. You should also sign up for high use notifications in **** *******. This will help you stay on top of how much water you are using and you can start conserving if your consumption is higher than normal. Low flow toilets are another good way to reduce your water bill, most of them use 1/2 of the amount of water the older toilets use. Please review the *** website to see if you are qualified for the senior citizen discount or ***** program. These programs can help you save up to 30% off your waste water bill. I hope this information is helpful to you.   

  Customer response

  08/27/2024

  
  Complaint: ********
  
  I am rejecting this response because: this does not  change  a thing I had no problem with a bi-monthly bill thier billing  cycle will make me pay a late charge every month. I had my bill set up where I would  not be late. They changed  that go back to bi- monthly or change due date. Question : Do they read the meter ever month or still every other month.
  
  Sincerely,
  
  ******* *****

  

  Business response

  09/03/2024

  Mr. *****,

  The meter is now read on a monthly basis, as of the month of July.

  Customer response

  09/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ***** this still doesn't  address the matter of due date. I know I am not the only person with this problem.

  Customer response

  09/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ***** this still doesn't  address the matter of due date. I know I am not the only person with this problem.

  

  Business response

  09/03/2024

  Mr. *****,

  We recently changed to a new payment processor, and no longer have the preferred due date option available.  

   

  Customer response

  09/06/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ***** this still doesn't answer my complaint. They did not say anything about what they changed..please explain  what was changed.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  For the past two months I have been experiencing LWC billing me twice in a billing cycle {2x in a thirty-day period} i contacted customer service asking to speak to a supervisor. Never get a return call, or answer as to why am I billed twice in a thirty-day cycle

  

  Business response

  07/16/2024

  *** ****** 

  Thank you for contacting us. I have looked over your bills and you were not billed twice in a month - if you turn your bill over you will see on the second page the dates you were billed for. Here is what the last three months of bills show: 

  on May 9 you were billed for the dates of 4/5 - 5/6 bill was due on May 30

  on June 11 you were billed for the dates of 5/6 to 6/5 due on July 2  (there was no bill due in June, it was due on July 2 instead)

  On July 9 you were billed for the dates of 6/5 - 7/3 due on July 30.

  Your meter reads appear to take place the first week of the month and are due at the end of the month or very beginning of the next month. There will be times when there is an overlap in dates, based on days in the month and when your reading took place but you are billed correctly. No adjustment is warranted as your bills are accurate. I will however, remove your most recent late fees for you as a one time courtesy. 

   

  I hope this helps explain your bills. 

  Customer response

  07/20/2024

  
  Complaint: ********
  
  I am rejecting this response because: Looking at the date's bills are due are within the same month, maybe I presented my complaint as a cover all of the bills. My concern is that I am being required to pay twice in a month, not so much the cycle of the bill.
  
  Sincerely,
  
  ***** *****

  

  Business response

  07/23/2024

  *** ******

  If you review your payments, there was no payment made in June. The June bill was due on July 2. Your bill is calculated based on number of days between billing periods, not a flat monthly amount.   

  Customer response

  07/29/2024

  
  Complaint: ********
  
  I am rejecting this response because: If you look at the attached bills, I had a bill to pay July 2nd, 2024, and also, I have a bill to pay July 30th, 2024, that is paying two bills in the same month as anyone can see. I am on a fixed income so I pay my bills when I am paid but to pay (2) bills in the same month I cannot do. Then you are going charge a late fee, and then try to cut off my water if you don't get paid twice in a month from me? I'm asking that paying you twice in the same month be corrected; if you are unwilling, cannot/will not make the correction, I see I am wasting my time through the BBB, and will have to seek advocacy from other venues.
  
  Sincerely,
  
  ***** *****

  Customer response

  08/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: If you look at the attached bills, I had a bill to pay July 2nd, 2024, and also, I have a bill to pay July 30th, 2024, that is paying two bills in the same month as anyone can see. I am on a fixed income so I pay my bills when I am paid but to pay (2) bills in the same month I cannot do. Then you are going charge a late fee, and then try to cut off my water if you don't get paid twice in a month from me? I'm asking that paying you twice in the same month be corrected; if you are unwilling, cannot/will not make the correction, I see I am wasting my time through the BBB, and will have to seek advocacy from other venues.
  Sincerely,
  
  ***** *****

  

  Business response

  08/05/2024

  ** ******

  the bill due on July 2 is for May 6 to June 5, which is for 30 days. The bill for July 30 is for  June 5 to July 3 - 28 days. You are charged a daily rate, not a monthly rate. There may be times when you are billed 2x in a month (beginning and end) depending on the number of days in the billing period. There are a lot of factors that go into the billing period like the ability to get a read from the equipment. I apologize you had to make 2 payments in July but the bills are accurate. 

  Customer response

  08/06/2024

  
  Complaint: ********
  
  I am rejecting this response because I have never questioned the accuracy of the bills, I am on a fixed income and cannot afford to pay two bills in one month. This started last month prior bills have never been sent two in one month; that being said I'm asking that there be a waiver in place for your late charges because I am paid on the 3rd of each month; that is when I pay my bills I "CAN NOT" afford to pay two bills in one month. I have never been billed like that in over 40yrs of your service
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We had a water leak from our main water line going into our house and it took the water company and repair company (warranty through the water company) three weeks to repair it. Water company will not takeoff a fair amount for the overage, water that was leaking in our backyard. We have at least one more higher bill coming. Water company will not hear our concerned in reference to this waste on their lack of prioritization. Took the repair company less than an hour to fix the leak. I recently retired and am on a fixed income. The loss on our end is 300-500, pending this future bill. This is a lot of money to my household and feel the water company can make this right. Water company knows our normal usage and the last two bills & this up coming one are well over that. It’s not like we can go to another water supplier. I feel this is not an outlandish request….thank you for your time and attention!

  

  Business response

  05/28/2024

  *** ******* 

  Louisville Water's leak adjustment policy is to provide 50% over the incremental amount of water consumption on 2 bills in a twelve month period.   Louisville Water does not repair water lines from the meter to the home, this is the home owner's responsibility. Based on the notes, it appears Louisville Water did attempt to transfer yourself or ****** on May 3 to Home Serve but was declined. $118.69 adjustment was provided on the April bill and we adjusted $253.88 off the May bill for you. This leaves you a balance of $170.36.  I wish it could be higher for you but we are only able to apply the adjustment based on the policy.        

  

  Business response

  06/04/2024

  ** *******

  As a one time courtesy for the life of your account, we have extended to you an additional adjustment leaving you a balance of $77.29. We highly encourage you to purchase ******** insurance which will cover the cost of a leak up to $2000. If you should have another leak, we regrettably will not be able to go above and beyond for you so obtaining the ***** *** insurance is your best bet to protect yourself from future incidents. 

   

  Best regards,

  *****

   

  Customer response

  06/06/2024

  
  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

  05/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a 2 month bill back in November of 2023. Where I suppose to use 15000 gallons of water, How ? The water company went monthly January 2023. All my other bills for 2023 are ranging from 6 to 8000 gallons monthly. I talked to multiple supervisor ,they said the bill was correct. Then had a toilet fixed in March now they want to credit me for 30.00 . There's no way that bill was that high. I don't trust that they can make a mistake and I have to pay for it! I'm on a fixed income. This is ridiculous and no telling how many others they did that too!! I want my bill fixed

  

  Business response

  05/03/2024

  Dear *** ****,

  I have asked our adjuster to cancel the most recent adjustment and perform the adjustment on your October and November bills from 2023. We apologize for this mistake and will have the adjustment corrected by next week. You can log into **** ******* from our webpage to get your most recent balance. Your next bill is scheduled for the end of May, the corrected adjustment will be reflected on that bill on the back page in the "Other" section. I do apologize for the error.  

   

  Customer response

  05/06/2024

  
  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

  04/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our family water was turned off. Payment was received by the company within an hour. The bill was accidentally forgotten to br paid due to a tragedy on our family. It has been 3 days and the water company will not cut the water on at our address. We also have a disabled person living with us at this time.

  

  Business response

  04/26/2024

  I'm sorry your water was turned off and I see where you did make your payment. We were at your property on on 4-23-2024 at 4PM but we were unable to leave your water on because there was too much water running through the meter. The home's main water shut off valve must be turned off in order for us to leave the water meter on. This will prevent high pressure traveling through your pipes and causing any potential damage. There was a second trip made to your address yesterday at 4:30 PM with instructions to leave the water on, that you acknowledge taking responsibility if the water is left on and the main shut off valve is not off. Your water should be on, if it is still not on please call ************ to have someone come out again - we show the water was turned on yesterday, 4-25-2024 at 4:30 PM.  

*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. ↩