ComplaintsforLouisville Water Company

• Initial Complaint

  02/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am having a Customer Service issue with the Louisville Water Company at my home. It began with them knowingly for a period of 6 - 7 months allowing the meter not to be correctly reading. As of 1/22/22 now the meter reads and says 35,ooo gallons of water has been used with a bill attached of $6775. 45 . I only have 2 adults and a toddler in my home and we both work out of the house. This simply isn't possible. I have had 2 plumbers from different companies evaluate my home neither found anything to indicate this usage. No leaks or major issues. Both have provided documentation to this matter. The Louisville Water Companies Customer service has not been very helpful. I have asked for a supervisor to assist in a resolution to this issue only to be informed they're isn't really any supervisors, because they all work from home. I would just like someone to help. Perhaps the meter was misread or needs to be replaced. I just am told that's what you used and money will be collected. I still want to speak with a supervisor. Someone has to be in charge. Please advise me on this issue. Thank you.

  

  Business response

  02/17/2022

  Ms. *******,

  As you are aware, we are sending someone out today. Lets see what the outcome of the inspection and determine a path forward. we do have adjustments for leaks and other resources but lets determine if there is a leak on the property or not first. you can reach me at ******************* 

• Initial Complaint

  01/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  MsD charges are way higher than my water bill. There's no way I used 10,000 gallons or water when I have been gone for a month. I just came back home 2 weeks ago and received a bill for $200.00.

  

  Business response

  02/15/2022

  Mr. ****,

  Your water bill covers the period of time from November 16, 2021 - Jan 13, 2022, which is around 60 days. In about a week, we will be launching a new customer portal which contains consumption information. For your address, we actually have an AMI meter in place which provides you will the most detailed amount of consumption. I will send you an invite to this portal and would like for you to review this information. When I look at your data it does appear you could have a leak because I see a small amount of water over a continuous period, which indicates a leak. Leaks never get smaller, they only increase over time. I suggest you call a professional and have them inspect your property and household  or if you are renting, have the landlord conduct an inspection with a professional.  If you do find you have a leak please visit our website for a leak adjustment and we will work with you to reduce some of the consumption that was due to the leak.  I also recommend you learn about the dye test and conduct the dye test on your toilets. You may also want to listen to your toilets to determine if they are shutting themselves off after filling the tank - which usually takes about 2 minutes. 

• Initial Complaint

  01/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Louisville Water charged us for 92,000 gallons of water usage on our 10/2021 bill. Our normal usage is around 9,000. The summer months were around 14,000 due to watering grass. We called them and they had someone come check the meter and check for leaks. No leaks on their end and they said that the meter read was correct. We checked for leaks on our end and there weren’t any. I had them put our auto payments on hold until this was resolved. They said they sent our information to the “exceptions department”. We were told that if our usage went back to “normal” in the next billing cycle they would adjust our bill accordingly. Apparently the employee that put the auto payments on hold only put them on hold through the beginning of January. Louisville water took $700 from us that was not authorized. Our bill was $1,010.57 but they are only able to take $700 at a time. We called them again. A supervisor told us they would give us a credit us a $400 credit. We told her that wasn’t good enough since our bills are usually between $200-$250. We should have about $800 taken off that bill. She said she would call us back. We have called repeatedly. We are constantly told we will be called back by a supervisor. No one ever calls us back. There is no way possible that we used 92,000 gallons of water. Our August billing cycle was 14,000 gallons (our highest one due to watering grass). Our December billing cycle was 6,000 gallons. We want Louisville Water to adjust our bill to our average usage amount and give back the money that they stole from us.

  

  Business response

  01/19/2022

  Miss *****,

  I apologize our supervisor did not identify herself as the supervisor when she called you yesterday (1/18) and today (1/19). I will address ***** about this. I have attached your usage for the past 17 months and you will see that you used the same amount of water in 2020 as you did in 2021 just over a different period of time (4/8/2020-8/12/2020 for 104,000 gallons and 6/10/2021-10/12/2021 for 106,000 gallons). The only difference is the timing of the water use and the bill. We are going to give you the benefit of the doubt and reduce your bill. You current balance has a credit of $377.95.  I would encourage you to monitor your water usage when you are watering, it does appear you could have left a hose or a sprinkler on. If you do have an automated sprinkler that turns off after so many hours or inches you may want to investigate your plumbing that feeds the sprinklers/hoses. Louisville Water is investing in a new digital meter which will allow you to see your consumption hourly - this will really help you pin point issues when you are watering the yard. This is a three year project and we are currently one year under our belt so it wont be long before it comes to your neighborhood. If we can be of further assistance let us know. 

  Customer response

  01/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of crediting our account for the water we did not use is satisfactory.  However, what is not satisfactory is the inaccurate information that was in their response.  Our water usage in 2020 was accurate and rightfully much higher than 2021.  We had  a new build and new sod and we were constantly watering our grass during the summer months.  That was not the case in 2021. We checked for leaks on our end. There were none. There were no running hoses or sprinklers. We did not water our grass during these months. We do not have an automatic sprinkling system. Furthermore, Julie, the supervisor did not call us back today 1/19 or yesterday 1/18.  Neither ** ******* nor I received a phone call, proving that you can’t believe a word they say. We will definitely accept the credit that we deserve.  And based on their response, I would go as far as to say that  Louisville Water charged us an overage to average out our usage compared to the previous year.  This is terrible business and a huge disgrace to the public when we have no other options but to use this monopoly for our public water system.  
  
  Regards,
  
  ***** *****
  
  

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• Initial Complaint

  01/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Fraudulent billing. Falsifying, erasing, or incomplete records.

  

  Business response

  01/25/2022

  Mr. ****** and I spoke regarding his high bill and Louisville Water did apply an adjustment of $127.66 to his account. His current balance is $126.42. Mr. ****** was sent an invitation to Louisville Water's Pure Connect where he can manage his account and view his consumption over the past 2 years (provided he resided in the property for 2 years).  This matter is considered closed unless Mr. ****** would like to reach out to me directly.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I USUALLY RECEIVE A BILL AT THE BEGINNING OF THE MONTH DUE(EVERY OTHER MONTH).I DIDN'T RECEIVE A BILL THE FIRST OF NOVEMBER. MY BILL IS PAID AUTOPAY FROM MY BANK ACCOUNT. I WAS CHECKING MY ACCOUNT AND MY BILL HAS ALWAYS BEEN BETWEEN $120.00 TO $150.00 APROXIMATELY.WHEN I CHECKED I HAD BEEN CHARGED OVER $500. WHEN I CALLED ,THE LADY WAS NICE AND SAID ONE OF MY TOILETS MIGHT HAVE A QUIET LEAK AND TO PUT SOME RED FOOD COLORING IN THE TANK AND LET IT SET 4 TO 6 HRS. WHICH I DID AND TOLD HER I ONLY HAVE ONE TOILET. I CALLED A PLUMBER AND HE PUT THE DIE IN THE TANK. HE ALSO CHECKED MY METER AND ALL PLUMBING. AFTER FINDING NO LEAKS I TOOK PICTURES OF THE METER AND THE DIE IN THE TOILET. MY WIFE AND I USE VERY LITTLE WATER, AND SHE SAID OUR BILL WAS ESTIMATED AND THAT BETWEEN JUNE AND OCTOBER 29,2021 WE USED AN ADDITIONAL 43,000 GALLONS OF WATER. MY ACCOUNT NUMBER IS ********** . THEY HAVE ALREADY TOOK THE PAYMENT OUT OF MY CHECKING AND I WOULD LIKE A NEW METER AND A REFUND FOR THE EXTRA WATER SERVICE THAT WE DIDN'T USE. THANK YOU, ***** ** *********

  

  Business response

  12/16/2021

  Mr. *********,

  Thanks for the information regarding your meter and the die test. We will provide you with a courtesy adjustment for the toilet leak. We highly recommend you change the guts of your toilet to ensure you don't continue to have a toilet leak.  We do not change meters out because of a toilet leak, however we will be exchanging your meter out for a new advanced technology meter and we will be launching a new customer portal where you will be able to see your hourly water consumption and sign up for alerts if your water usage goes above a threshold you set. Please watch for information on this in the new year - it will be very helpful for  you in the future when your new meter does arrive. Regarding the adjustment, it is not 100% for water you did not use, but it will provide you some relief on your bill. We are happy to hear you dont have a leak but please invest the small amount of money to change your toilet guts. I also recommend you purchase ***** *** **** insurance, in case you have another issue like this one the insurance will pay for the bill (adjusted for normal use ofcourse). you can sign up for Water pro here: ************************/. it cost $3 a month, a worthwhile investment!  We will adjust your balance and it will appear on your next bill which will be coming out in a week or so. 

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