Brides N Maidens

From: *** *** Sent: Tuesday, November 01, 9:AM Subject: FW: You have a new message from Louisville KY Revdex.com complaint #*** Issue: I have been paying my lge for several years and usually you all just attach my balance to the next billWhy this time did you decide to cut
my electric off? It's not like I never pay the bill or I am constantly wing reconnectedI work every day to pay my bills with no assistance from any services even through it seems like my bill is getting higher and higher every monthI can't tell you the last time my bill was under $except for my bill for OctoberThis is the way Background: In the past months Ms*** has had late notices but has not called to make a payment arrangement. Ms*** has always paid her past due balance on or before the cut-off date for the previous late notices10/06/- Bill of $was due. A payment of $was received 10/08/leaving a balance of $remaining. A disconnect notice was mailed for the balance of $due 10/21/16. No arrangement or payment was made on the account10/27/- The service was disconnected for non-payment of the $163.00 Ms*** was upset because she would need to call back once the payment was made to enter the reconnect order. Ms. *** paid $and the services were restored. A $reconnect fee and additional $deposit were billed at the time of the reconnectionResolution: *** has called several times and left messages for Ms*** to return my call to discuss her billing issues. Ms*** has never returned any of the calls. *** has mailed a letter to Ms*** asking her to call if she wishes to discuss her issues.

Revdex.com:
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.I do not know nor have a previous relationship with the previous owner - LG&E does have a working relationship with that individualFurthermore, it is their responsibility to ensure that they are billing the correct customer for the services they providedThe previous owner already contacted LG&E on the day prior to me taking possession of the unit and admitted to living there in the meantime, and asking for her own bill to include up to the actual date of the closePer my conversations with LG&E, all that they need to correct the situation is confirmation from the previous owner that they will take responsibility for the services used 03/24-04/07, and that phone call on 04/or 04/between the previous owner and LG&E accomplished exactly what they stated they needed to correctly assign the bill
Regards,
*** ***

From: Customer Commitment Sent: Wednesday, April 13, 3:PMSubject: Revdex.com Complaint #*** Issue: On learning that LG&E offered a rebate for the installation of energy efficient AC equipment we elected to replace our year old heating and AC equipment
with new energy efficient componentsThe new components were installed on 12/15/and the application for the rebate offered was initiated on 1/23/delayed in part by the need to obtain a manufacturer' issued AHRI certified certificate of Product RatingsOn February 3rd we received a "form" letter advising that we needed to initiate our application by March 3rdWe then contacted LG&E only to learn on February 9th that our initial submittal had not been receivedThe paper work was again mailed on February 9th and on March 4th we received notice that the submittal was incomplete for the following reason: "Please provide a complete proof of purchase for your central air conditionerThe documentation previously provided was missing the following information: both coil and condenser model numbers." In fact this information was submitted initially in the form of a manufacturer issued Product Registration sheet dated December 15, which also listed the location of the installation which also agreed with the address of the installation on the contactor's invoice - also a part of the initial submittalAll of the paper work initially submitted was re-sent on about March 5th with a note on the bottom of the application form showing the model numbers of the componentsToday I received a follow up letter dated April stating that the application was still incomplete: "Further information is required to process your rebate application request: Please mail us the information requested below using the enclosed postage paid envelopeNotate the reference number from the top of this letter on all documentation to ensure prompt serviceYou must return the requested information before 6/18/Please provide a complete proof of purchase for you central air conditionerThe documentation previously provided was missing the following required information: both coil & condenser model numbersPlease note: you provided the same documents as you original submission with the models being on a product registration documentWe require the models to appear on the contractor invoice." As a follow up the model numbers and serial numbers were clearly shown on the Manufacturer issued Product Registration form included with all submittalsThese same numbers were added by me to the application form on resubmittalIn my candid opinion the need to add these numbers to the invoice at this point is redundantI have talked with both *** at LG&E Louisville who was unable to give a logical reason for this request other than fraud preventionThe data submitted on the manufacturer's letterhead to me is far more fraud proof than adding them after the fact to the invoiceHe then referred me to their rebate processor in ***This same reasoning was then given to me by *** at LG&E's 3rd party rebate processorI am attempting to get an altered invoice from my contractor to submitIn short I feel the need to supply a redundant and altered document giving no additional information than that already submitted only confirms that LG&E is not interested in providing reasonable customer service and satisfaction.Background: We sent this customer a reminder letter on 2/3/We then sent the customer a second reminder letter on 3/1/We received the customer’s submission on 3/28/The invoice the customer submitted did not include the condenser and coil model numbers so we sent the customer another letter on 4/7/requesting this informationThe customer called into our call center on 4/11/and was upsetThe customer stated they did not agree that the model numbers should need to be on the invoice as long as they were on the product registration receipt which the customer did provide.Resolution: *** contacted Mr*** and advised we are going to process the customers rebate. *** advised the rebate check should be issued within the next 6-weeks

Issue: Our bills are coming in higher then what we payIt went up increasingly fast and I went to call and ask why my bill was so high and said we can check from in front of the houseAlso we caught one of the workers just putting a random number and not even checking our meterWe
have little puppy's but have their own fencing and cannot get out her excuse was that she said " I don't want to get my shoes dirty "We received another bill of $They wrote an estimated usage of our electric Background: There have been access issues to read the electric meter due to dogs in the yard which result in estimated readsThe gas meter has not been estimated each month and there are no access issues for the gas meter 1/31/Meter re-read - *** *** * Re-read shows that the previous read was not over estimated 2/15/Billing - Based on estimated Electric reading - *** *** *** *** * *** *** 1/18/Billing - Based on actual Electric reading 12/15/Billing - Based on actual Electric reading 11/15/Billing - Based on estimated Electric reading 10/17/Billing - Based on actual Electric reading 9/15/Billing - Based on actual Electric reading 8/16/Billing - Based on estimated Electric Reading 7/15/Billing - Based on estimated Electric Reading PSC Regulations and Tariff: *** *** *** *** ** Resolution: *** spoke with MrsCantarero and she gave permission to speak with her husband *** *** *** explained to *** *** that LG&E came out to read the electric meter on 1/31/to verify that the previously estimated read was not over estimated*** advised that LG&E’s estimated read on 1/21/was *** *** and when we came to r*** *** *** ** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** ** *** ** *** *** *** *** was not over billed*** discussed access to the electric meter is necessary to avoid estimated readings in the future and that all previous estimates were due to dogs being in their yard*** *** advised that there is a separate fenced area that they keep the dogs in that is located away from the electric meter*** advised *** *** that he would note this information for the meter reader to avoid the need to estimate the bill in the future*** explained where to look on the bill each month to see the next meter reading window so *** *** knows exactly when to expect the meter to be read*** *** accepted ***’s explanation and thank LG&E for contacting them to address their concernsThanks, *** ***
*** *** *** * *** *** * *** *** **
*** *** *** *** *** ** ***

Revdex.com:
I have reviewed the response made by the business in reference to *** ** *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Along with my original claim that it is greed and extremely poor customer service to forcefully impose additional charges on a customer who consistenely pays her utility bills as demonstrated by the payment history that *** *** *** so generously outlined several times in his reply. Furthermore, it is an insult, if not defamation, to suggest that community services as a resolution for errorneous charges as opposed to reversing the charges, as requested
Regards,
*** ***

Revdex.com:
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,
*** ***

Issue: Ms*** is upset that she has not received the rebate check for a dishwasher that she purchasedMs*** states she has filled out all required paperwork and wants LG&E to send her the $rebate she qualified for. Background: Ms*** states that she submitted a rebate request for a dishwasher she purchased and has not received the $rebate that she applied for. LG&E’s Energy Efficiency department contacted EFI, the company that processes rebates for LG&E, it was determined that there was confusion as to whether or not Mrand Mrs***’s dishwasher qualified for the rebate programThis is why their application was previously deniedLG&E’s Energy Efficiency department notified EFI, that the dishwasher did in fact qualify and supplied supporting documentationEFI acknowledged their error and processed the rebateA $rebate check was mailed today, 2/1/LG&E is addressing this error with our business partner. Policy, Regulations and Tariff: LG&E PSC Sheet Number ** Resolution: *** contacted Mr*** to discuss his findings after researching his complaint*** explained to Mr*** that it was discovered that our business partner that processes our rebates denied their application in error*** apologized for the error and the frustration that he and Mrs*** have experienced> *** advised Mr*** that he has confirmed that the rebate check was mailed today, 2/1/*** explained that LG&E is addressing this error with EFI*** advised Mr*** that this should not have happened and in an effort to compensate for their frustration, LG&E is also sending them a $VISA gift cardMr*** was very pleased to hear the rebate check was on its way and thanked *** for the gesture of sending the Visa gift cardMr*** was satisfied with this outcome. Update 2/15/18LG&E followed up with our vendor that was supposed to have mailed Mrand Mrs***s rebate check on 2/1/and was advised that the check was sent by overnight mail on 2/12/The check was delivered to Mrand Mrs*** at 9:am on 2/13/Mr*** left a voice message on 2/14/18, confirming that he has received the rebate check. Thanks, *** *** Customer Relations Specialist | Customer Commitment | LG&E and KU*** *** *** *** ** *** *** * ** ***

Revdex.com:
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,
*** *** My response to LG&E is as follows, "Their statement to your office is not true and LG&E has provided no supportive evidence of trying to work with me, therefore to support their word response, Ms*** request that LG&E file proof of the following with the Revdex.com and I wish to be provided with a copy:1) Who contacted me regarding each of the individual damaged properties from - 2016? 2) When (the date) I was contacted regarding each individual property from - 2016?3) How I was contacted (via email, fax, letter, home visit) regarding each individual property that was damaged from - 2016?4) What did LG&E do to resolve the problem and/or replace the property regarding each individual property that was damaged from - 2016?In closing, Ms*** is requesting that LG&E not submit a blanket statement as they did in their word response, but file with your office copies of the original letters, emails, faxes etcproving all of the above in questions - 4, as they did state that they tried to work with me.Sincerely,*** *** ***

Issue: I both this house in June and my first month bill was around 60$ which I paid now after a month I received a bill of 173$ how some one can receive a bill of 173$ when no one lives over thereI have neighbors who knows I am not there and in one month I visit my house times and that will be weekendThe neighbors can provide with the letter stating the same thingHow can I receive a 173$ bill for a house where no body lives this can go far if not solved I have proof of not being in that house except for those to times I visit and stayed for to hours ..... Background: Mr***'s usage at this address is not out of line with prior usage. Resolution: LG&E reread Mr***’s meter on 08/17/This reading was lower than the original billLG&E will be sending Mr*** a corrected bill with the correct reading*** called Mr*** at ###-###-#### and explained this information.Thanks,***

Tell us why here...Background: *** *** began service at *** *** *** *** * *** on 8/3/*** *** called saying she wanted to put service in *** ***’s name. Ms*** said she was his wife but did not want service in her name and did not want to be added to
the account*** *** came to the phone and requested service in his name9/3/2015- Bill issued for $due on 9/30/2015. This bill included the first of six installments of $for the security deposit requirement of $160.00.10/1/2015- A late payment fee of $was billed10/2/- A disconnect notice was issued for $which included the defaulted installment plan for the full $due for the security depositDue on 10/15/10/2/2015- A payment was received for $on 10/2/from the customer authorizing his bank to pay his bill(3-day delay in LG&E receiving payment from this method.) 10/7/2015- New bill was issued for $due on 10/30/201510/16/2015- Service was disconnected a 9:AM after no payment was received after both the bill and disconnect notice had been issued10/16/2015- Payment was made through Paymentus of $10/16/- Service was reconnected at 4:PM and a $reconnect fee was billed.Regulation, Policy, Tariff: PSC Sheet No95Resolution: The payment of $was received on 10/2/2015, two days after his due date of 9/30/2015. Mr*** had authorized the payment from his personally banking institution which normally takes up to 3-business daysThis caused the deposit installment to default making the entire $deposit due as well as the current billWhen the payment came in it was not enough to satisfy the entire past due balanceA disconnect noticed was mailed and when not paid in full, a disconnect order was issued after the due dateA message was left for Mr*** to return our call to discuss his complaintFuture payments he authorizes through his bank will need to be authorized 3-business days prior to the due date of his LG&E bill due date to make sure they hit his account by the due date. LG&E has removed the $reconnection fee this time as a courtesy. LG&E offers many ways to make payments that provide same day posting. Mr*** was informed about our payment options when he applied for serviceWe will encourage Mr*** to sign into our web site through “My Account" to make payments or review his account informationWe again, will offer paperless billing and receive emails when his bill createdHe can sign up for texts as wellOther payment options initially discussed were *** *** *** *** *** *** *** ***- Phone paymentsLG&E looks forward to providing service to *** *** and hope this information will help when deciding on his payment options in the future. *** *** (his wife) who is not listed on the account returned ***’s callWhile LG&E is not authorized to discuss the account in full detail with Ms***, she was informed of the $reconnect fee waiver this time and the other payment options that provide same day posting to their accountMs*** said she did not receive the disconnect notice and was advised to contact the postal officeShe also did not believe that her husband had been advised of the payment options when he applied for service but a review of the recorded call has verified that he was informed of various payment options

Mr*** stated in our conversation that in the stress of moving that he forgot to contact LG&E in regards to the new date of possession for this property LG&E started the service on the date Mr*** requested LG&E has encouraged Mr*** to contact the previous owner to see if they are willing to take responsibility for this usage and Mr*** stated he is not going to do that. Thanks,***

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ** *** 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,
*** ***

Revdex.com:
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,
*** ***

Issue: The LG&E account is under my girlfriend’s name of *** *** I'm also on the accountWe have been losing power at our house continuously over the past few monthsWe have lost power 6+ times in the past monthsI've reported all power outages to LG&EEach time I do so I
request that they look into what's going on and give me an updateEach time I'm told a mgror someone from reliability will contact me that day and I never hear anythingI lost power again this morning and reported itI asked to speak to a mgrand no one was availableThey did some work on the outside of our house with our meter and gas line and ever since then we have had issuesI don't know if it has anything to do with it or not, but this will give a time line of how long the problem has been going on. Background: *** *** is upset that he has had multiple outages in the last several monthsA reliability/quality ticket was issued on 10/18/16, but he has had a couple more outages since then*** *** would like to know what has been causing the outages and what can be done to prevent them in the future. *** *** *** *** *** *** *** *** ** Resolution: *** spoke with *** *** to explain our findings, explaining that all of the recent outages have been due to blown fuses caused by tree limbs and wildlife* *** advised *** *** that LG&E will be coming out on 12/14/to raise the transformer to create greater clearances from surrounding trees and will be adding additional wildlife safeguardsLG&E is confident that these changes will resolve the frequent outages *** *** has been experiencing*** *** asked if LG&E would compensate him for the outages and Jerry explained we would not be able to provide any compensationLG&E billing is based on actual consumption, therefore when there is an electric outage there is no usage to be billed*** *** was satisfied with our explanation and appreciated our looking into the matter and getting back with him*** will be contacting *** *** to advise when all work has been completed. Thanks,
*** ***
*** *** *** * *** *** * *** *** **
*** *** *** *** *** ** ***

Issue: The LG&E account is under my girlfriend’s name of *** *** I'm also on the accountWe have been losing power at our house continuously over the past few monthsWe have lost power 6+ times in the past monthsI've reported all power outages to LG&EEach time I do so I request that they look into what's going on and give me an updateEach time I'm told a mgror someone from reliability will contact me that day and I never hear anythingI lost power again this morning and reported itI asked to speak to a mgrand no one was availableThey did some work on the outside of our house with our meter and gas line and ever since then we have had issuesI don't know if it has anything to do with it or not, but this will give a time line of how long the problem has been going on. Background: *** *** is upset that he has had multiple outages in the last several monthsA reliability/quality ticket was issued on 10/18/16, but he has had a couple more outages since then*** *** would like to know what has been causing the outages and what can be done to prevent them in the future. *** *** *** *** *** *** *** *** ** Resolution: Jerry spoke with *** *** to explain our findings, explaining that all of the recent outages have been due to blown fuses caused by tree limbs and wildlifeJerry advised *** *** that LG&E will be coming out on 12/14/to raise the transformer to create greater clearances from surrounding trees and will be adding additional wildlife safeguardsLG&E is confident that these changes will resolve the frequent outages *** *** has been experiencing*** *** asked if LG&E would compensate him for the outages and Jerry explained we would not be able to provide any compensationLG&E billing is based on actual consumption, therefore when there is an electric outage there is no usage to be billed*** *** was satisfied with our explanation and appreciated our looking into the matter and getting back with himJerry will be contacting *** *** to advise when all work has been completed. 12/20/ Jerry spoke with *** ***, advised LG&E was unable to perform the work on 12/14/as planned, had to wait for back yard machine to be made available to perform the overhead work in the rear easement of their propertyAdvised LG&E plans to do the work on 12/21/or 12/22/Jerry advised he will contact *** *** when notified that all work has been completed. 12/22/ Jerry spoke with *** *** to advise that all work has been completedAdvised that LG&E installed a primary tap fuse and split load feeding North West towards Manordale DrAlso installed new transformer, adding additional spacing and clearances on pole as well as installed additional wildlife protection*** *** was satisfied with this explanation and thanked us for letting him know all work has been completed. Thanks, Jerry Martin Customer Relations Specialist | Customer Commitment | LG&E and KUWest Main Street, Louisville, KY 40202O: 502-627-| M: 502-822-| F: 502-217-

Revdex.com:
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,
*** ***

Issue: They need to examine my electrical usage and see if there is an anomalyI am a single man living in a sq ft homeThere is no way my bill should be $for one month with zero outstanding balances.Background: Customer moved into this location on 2/12/15.Electric usage has gone up the
last months compared with the usage history at this addressGas usage has been consistent with the prior usage at this addressHad meter reread today (2/17/16) to make sure the readings were correct*** contacted Mr*** to discuss his usage. He stated that he has been hearing his air conditioning unit running along with the furnace. I asked him if he rents this house or owns it and he says he rents. I suggested he get with his landlord to have him come out or send someone out to look at the HVAC system because it sounds like the A/C and heat are running simultaneously which would cause the electric usage to go up. He says he called him but he don't want to do anything about it. I explained to Mr*** that if usage passes thru the meter, LG&E cannot write off usage because we are a regulated utility. He said he did not want to have to deal with his landlord but prefers to go thru LG&E. I suggested he get again with his landlord to get this fixed and see since it was the HVAC issue, maybe his landlord would assist him with paying for the additional usage he was charged.I had the meter reread and the original reading is correct.Resolution: *** advised Mr*** that his meter reading is correct and that the issue lies with the fact that his air conditioning unit is running also with the heating unit. Until this is corrected and fixed by an HVAC person, this issue will continue. If both are running at the same time, his electric usage will continue to be high. I explained that any usage going through the meter must be billed and that we cannot write off consumption since LG&E is a regulated utility.Thanks,*** ***

*** *** ***
*** *** *** *** *** *** **
*** *** ** *** Issue: I got a new air conditioner April 13, April 14, I sent in the LG&E rebate for $All the info was right, I doubled checked line by lineMay 11, I got a letter wanting the same
info, I sent it againJune I get a letter wanting the same infoI told her I had sent it twice, she said the letters crossed in the mail, a month apart no lessThis is to the point of being ridiculous!!! It's starting to smell like a scam!!! That's it in a nut shell Background: April 22, - LG&E received signed rebate request form but it was missing the AHRI certificate May 6, - LG&E sent request for the AHRI certificate May 23, - LG&E received AHRI certificate but it did not match the model numbers on the invoice June 8, - LG&E sent request for the correct AHRI certificate July 6, - Received complaint from Revdex.com Before the rebate can be processed LG&E must receive all required informationResolution: *** worked with Energy Efficiency department to resolve the issueEnergy Efficiency was able to get the rebate processing center to locate the correct AHRI certificate to avoid Ms*** having to send in another oneMs***'s application will be finalized and moved to a complete status by the end of day on 7/8/and a rebate check can be sent*** contacted Ms*** and explained that we were able locate the correct AHRI certificate so she would not have to send another one*** explained her application will be complete by close of business on 7/8/then her rebate check can be issued. Ms*** was satisfied with this resolution Thanks, *** *** Customer Relations Specialist | LG&E and KU West Main Street, Louisville, KY ** *** * ** *** * ** ***

Revdex.com:
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,
*** ***

Tell us why here...Background: *** *** began service at *** *** *** *** * *** on 8/3/*** *** called saying she wanted to put service in *** ***’s name. Ms*** said she was his wife but did not want service in her name and did not want to be added to
the account*** *** came to the phone and requested service in his name9/3/2015- Bill issued for $due on 9/30/2015. This bill included the first of six installments of $for the security deposit requirement of $160.00.10/1/2015- A late payment fee of $was billed10/2/- A disconnect notice was issued for $which included the defaulted installment plan for the full $due for the security depositDue on 10/15/10/2/2015- A payment was received for $on 10/2/from the customer authorizing his bank to pay his bill(3-day delay in LG&E receiving payment from this method.) 10/7/2015- New bill was issued for $due on 10/30/201510/16/2015- Service was disconnected a 9:AM after no payment was received after both the bill and disconnect notice had been issued10/16/2015- Payment was made through Paymentus of $10/16/- Service was reconnected at 4:PM and a $reconnect fee was billed.Regulation, Policy, Tariff: PSC Sheet No95Resolution: The payment of $was received on 10/2/2015, two days after his due date of 9/30/2015. Mr*** had authorized the payment from his personally banking institution which normally takes up to 3-business daysThis caused the deposit installment to default making the entire $deposit due as well as the current billWhen the payment came in it was not enough to satisfy the entire past due balanceA disconnect noticed was mailed and when not paid in full, a disconnect order was issued after the due dateA message was left for Mr*** to return our call to discuss his complaintFuture payments he authorizes through his bank will need to be authorized 3-business days prior to the due date of his LG&E bill due date to make sure they hit his account by the due date. LG&E has removed the $reconnection fee this time as a courtesy. LG&E offers many ways to make payments that provide same day posting. Mr*** was informed about our payment options when he applied for serviceWe will encourage Mr*** to sign into our web site through “My Account" to make payments or review his account informationWe again, will offer paperless billing and receive emails when his bill createdHe can sign up for texts as wellOther payment options initially discussed were *** *** *** *** *** *** *** ***- Phone paymentsLG&E looks forward to providing service to *** *** and hope this information will help when deciding on his payment options in the future. *** *** (his wife) who is not listed on the account returned ***’s callWhile LG&E is not authorized to discuss the account in full detail with Ms***, she was informed of the $reconnect fee waiver this time and the other payment options that provide same day posting to their accountMs*** said she did not receive the disconnect notice and was advised to contact the postal officeShe also did not believe that her husband had been advised of the payment options when he applied for service but a review of the recorded call has verified that he was informed of various payment options.