Brides N Maidens

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I appreciate the credit for the re-connection fee and have made sure that my payments arrive well before the due date. However, my bank has confirmed that the payment was sent out on the 25th of September. Given the short distance of travel, LG&E being local, they definitely should have received the payment on September 28th, 2 days prior to the due date. They absolutely should have received it by September 29th, 1 day before the due date. The customer should not be held accountable for the time it takes someone from LG&E to open the payment and process. I shouldn't be bullied into paying through their website. I feel more secure paying through my bank and will continue to do so. My bank has been informed of the situation and will send confirmation when my LG&E payments have been sent moving forward. I do not believe it was their error since my payment was deducted on September 25th. As the customer, should I be held accountable for LG&E being LATE to process my payment? Or, because they have a monopoly in this area and I have no other energy options, do they get to do whatever they want and shut my power off at will? This company is not running their business in a fair manner and certainly not treating their customers as if they have any other choice in the matter. They smugly reply to every concern with, "well, that's our policy." Perhaps it's time for LG&E to review their policies with the customer in mind. This issue is much bigger than me and what happened to me and my family. I think of a single mother who operates on a very fixed budget. Perhaps, it is winter and the nature of her weekly pay cycle ,causes her to be a few days late on her LG&E payment. LG&E will shut off her power and leave her child to freeze because it's protocol? This isn't cable service, gas and electric are necessary resources for human survival. Therefore, this company needs to be held accountable for their cold nature. People are not just numbers and dollars in your pocket, think of your customer's as you would your family members. Would you accept your son, daughter, mother, father, being left without key resources because they could not afford the payment for a month or even a few days? This is so wrong and if this company isn't willing to bend outside their policies to help someone in need then there needs to be competition. LG&E needs to be exposed and their processes needs to be audited. 
Regards,
[redacted]

Mr. [redacted] 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. [redacted] requested.  LG&E has encouraged Mr. [redacted] to contact the previous owner to see if they are willing to take responsibility for this usage and Mr. [redacted] stated he is not going to do that. Thanks,[redacted]

From: Customer Commitment Sent: Wednesday, August 17, 1:PMSubject: FW: You have a new message from Louisville KY Revdex.com complaint #[redacted]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[redacted]'s usage at this address is not out of line with prior usage.? Resolution: ? LG&E reread Mr[redacted]’s meter on 08/17/? This reading was lower than the original bill? LG&E will be sending Mr[redacted] a corrected bill with the correct reading? [redacted] called Mr[redacted] at [redacted] and explained this information.Thanks,[redacted]

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

From: [redacted] Sent: Tuesday, November 01, 2016 9:13 AM Subject: FW: You have a new message from Louisville KY Revdex.com complaint #[redacted] Issue:  I have been paying my lge for several years and usually you all just attach my balance to the next bill. Why this time did you decide to cut...

my electric off? It's not like I never pay the bill or I am constantly wing reconnected. I 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 month. I can't tell you the last time my bill was under $200.00 except for my bill for October. This is the way Background:  In the past 12 months Ms. [redacted] has had 7 late notices but has not called to make a payment arrangement.  Ms. [redacted] has always paid her past due balance on or before the cut-off date for the previous 7 late notices. 10/06/16 - Bill of $304.28 was due.  A payment of $150.41 was received 10/08/16 leaving a balance of $163.00 remaining.  A disconnect notice was mailed for the balance of $163.00 due 10/21/16.  No arrangement or payment was made on the account. 10/27/16 - The service was disconnected for non-payment of the $163.00  Ms. [redacted] was upset because she would need to call back once the payment was made to enter the reconnect order.   Ms.  [redacted] paid $163.00 and the services were restored.  A $28 reconnect fee and additional $30 deposit were billed at the time of the reconnection. Resolution:  [redacted] has called several times and left messages for Ms. [redacted] to return my call to discuss her billing issues.  Ms. [redacted] has never returned any of the calls.  [redacted] has mailed a letter to Ms. [redacted] asking her to call if she wishes to discuss her issues.

Issue:? LG&E is known for trying to add on any extra charge possible, which shows in their loose payment systemThey want a $extra fee if paying by phone or internetIf sending through the mail, like I do, they will add on late fees even if the check is written before the due dateI
have checks in a row that were cashed for the amount that was owed (checks sent on 10-5-15/before due date, 10-28/before next due date and 11-12-15/before due dateAll were cashed including message in the FOR section of the checks that said "Gas and Electric Only, No Late Fee Will Be Paid" and the second of the two "Bringing gas and electric bill to a zero balance"My bill due 1-4-has a check in the mail currently to pay what is owed in full, leaving my account with nothing owedThe bill has a $late fee from bills ago, that was only late because of LG&E negligenceThey would prefer for you to pay those extra fees, so they hold your check and cash past the due dates sometimes, even though they are cashing checks written and sent before the due datesMy check for the 1-4-bill is $133.03, which does not include the bogus late fee that you've been trying to steal from meCashing this check will pay the balance in full, as it's FOR section includes the message "*Account Paid In Full*My second issue with LG&E is that they have an appliance rebate program, in which I submitted a $rebate to be paid to me? within weeksI sent the rebate early November and it has never been sent to me.Background:? 06/10/??" LG&E waived an Late Payment Charge, as a one-time courtesy, when payment was not received on-time.10/28/??" Mr[redacted] contacted LG&E, via e-mail, and advised he would not be paying a late charge, due to LG&E’s negligence.? An LG&E CSR responded to Mr[redacted]’s e-mail and advised the late payment charge would not be waived.? The CSR explained, as a convenience, bills can be paid with an electronic check, at no charge.? The CSR also explained, payments can be made on LG&E’s website with a debit card, VISA, MasterCard, or Discover Card, although there is a processing fee, paid to the vendor who processes online card payments, in the amount of $per payment.? Additionally, the CSR explained LG&E offers billing notification via SMS/Text, Email, or Voice Calls to receive reminders for bill due dates and provided the web address, for further information regarding these options.10/06/??" Current Bill Due: $121.6710/11/- $Payment Received11/05/??" Current Bill Due: $??" Includes: $Balance + $Current Charge + $Late Payment Charge11/01/- $Payment Received11/17/- $Payment Received12/08/??" Current Bill Due: $??" Includes: $Balance + $Current Charge01/08/16? ??" Current Bill Due: $??" Includes: $Balance + $Current ChargeResolution: 1/4/??" [redacted] explained to Mr[redacted] the payment for his bill due on 10/06/15, in the amount of $121.67, was received on 10/11/15.? As a result, a $Late Payment Charge appeared on the next bill, due on 11/05/15.? The payments for the bills due on 11/05/and 12/08/15, were received on time, however, the $Late Payment Charge was not paid.? Our records indicate that a late payment charged was waived, on 6/10/15, as a one-time courtesy.? Mr[redacted] stated, he will not pay the Late Payment Charge, as he feels LG&E did not post his payment in a timely manner.? Mr[redacted] indicated he received a letter today explaining his new appliance did not qualify for the appliance rebate program.? (See Attached)? Mr[redacted] stated he has the paperwork stating his appliance is “Energy Star” certified, and advised that he is expecting a rebate check.? Mr[redacted] said he will continue to report LG&E to the Revdex.com, if he continues to be billed the late payment charge.? Without giving [redacted] an opportunity to respond, Mr[redacted] ended the call.1/5/??" In order to qualify, for a rebate through the company’s Appliance Rebate Program, the new appliance must be an “Energy Star Qualified” appliance.? According to the documentation that Mr[redacted] provided to the Rebate Program regarding his new washer, it is noted that the washer is NOT an “Energy Star Qualified” appliance, (see attached), therefore he does not qualify for a rebate? ? Please advise, if you need further information.Thank you,[redacted]

Issue: The LG&E account is under my girlfriend’s name of [redacted] 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: ? [redacted] 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[redacted] would like to know what has been causing the outages and what can be done to prevent them in the future.? ? [redacted] ? [redacted]? Resolution: ? Jerry spoke with [redacted] to explain our findings, explaining that all of the recent outages have been due to blown fuses caused by tree limbs and wildlifeJerry advised [redacted] 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 [redacted] has been experiencing[redacted] 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[redacted] was satisfied with our explanation and appreciated our looking into the matter and getting back with himJerry will be contacting [redacted] to advise when all work has been completed.? ? 12/20/? Jerry spoke with [redacted], 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 [redacted] when notified that all work has been completed.? ? 12/22/? Jerry spoke with [redacted] 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[redacted] 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 [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] 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 31 word response, Ms. [redacted] 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 2007 - 2016? 2) When (the date) I was contacted regarding each individual property from 2007 - 2016?3) How I was contacted (via email, fax, letter, home visit) regarding each individual property that was damaged from 2007 - 2016?4) What did LG&E do to resolve the problem and/or replace the property regarding each individual property that was damaged from 2007 - 2016?In closing, Ms. [redacted] is requesting that LG&E not submit a blanket statement as they did in their 31 word response, but file with your office copies of the original letters, emails, faxes etc. proving all of the above in questions 1 - 4, as they did state that they tried to work with me.Sincerely,[redacted]

Issue:? ? I schedule my payments through 5/every monthThe payment is processed 2-days prior to the due dateI just received a cancellation notice days after payment was due, I checked my bank account and I saw that the payment had been processed the day before dueI called and am
informed that LG&E does not process payments for 3-daysI called 5/to understand if there is a delay in sending the payment -- there is notPayments are processed on date scheduled on their end, it was posted to my account on day prior to due dateI have been receiving late fees for several months not realizing that LG&E is not processing my payments in reasonable timeIt is unfathomable that they are charging customers who make good faith payments on time for "late fees" -- the reason the payment is late is because LG&E refuses to process the paymentsThey have indicated that they refuse to? Background:? ? ? [redacted]?
? Service at [redacted]Account number [redacted]Service began on 7/19/During this time four disconnect notices have been issuedPer her request Ms[redacted] did not receive a paper bill each month, instead she received electronic bill notificationsAfter requesting her current service, Ms[redacted] contacted LG&E one time, 8/2/17, to request that her last name be changed due to divorceHer next contact was on 5/25/18, when she was disputing the late payment charge on her account.? ? Ms[redacted] made electronic payments to her account via her bankMs[redacted] has made eleven payments to LG&E since her current service began at [redacted]All of these payments were made to her previous account (300010714131) and were then transferred to her current account ([redacted])This delay resulted in late payment charges in October 2017, January 2018, March and May 2018.? ? Each time a customer moves a new account number is assigned to the accountMs[redacted] would have wanted to update her LG&E account information with her bank in order for the payments to post to the correct accountThis would have avoided the delay that was experienced due to her payments posting to her previous account then having to me transferred to her current account.? ? We have verified that all electronic payments are posted to the account as soon as they are received and are never held to be processed at a later time.? ? Policy, Regulations and Tariff:? ? LG&E PSC Sheet Number **? ? ? Resolution:? ? [redacted] contacted Ms[redacted] to discuss his findings after researching her complaint[redacted] advised Ms[redacted] that all electronic payments are applied to the account as soon as they are received and are never held or delayed for processing[redacted] explained to Ms[redacted] that when she moved and started service at her current address on 7/19/17, she received a new account numberSince the account number she used for her banks bill payment was never updated her payments were being applied to her previous account and then were transferred to her new account[redacted] explained that this did cause a delay in her payments posting to her current account[redacted] advised Ms[redacted] that she would want to update the account number to insure the payments post in a timely mannerMs[redacted] stated that she has already updated the account number so her payments will post to the correct account going forwardMs[redacted] thanked [redacted] for researching her complaint and following up with her.? ? Thanks,? ? ? [redacted]? [redacted]

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 there. I have neighbors who knows I am not there and in one month I visit my house 3 times and that will be weekend. The neighbors can provide with the letter stating the same thing. How 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 3 to 4 times I visit and stayed for 4 to 5 hours ..... Background: Mr. [redacted]'s usage at this address is not out of line with prior usage. Resolution: LG&E reread Mr. [redacted]’s meter on 08/17/16. This reading was lower than the original bill. LG&E will be sending Mr. [redacted] a corrected bill with the correct reading. [redacted] called Mr. [redacted] at ###-###-#### and explained this information.Thanks,[redacted]

Issue:? Since around December I have been calling and complaining that the meter readers are not reading my metersMy bills kept coming out to and dollarsEvery month my wife would sit outside and watch the meter readers walk right on by and not read the meterI have an old
meter so they actually have to look and enter the numbers inWell last month my wife finally made the meter readers stop and come in the yard and read the meterI got my bill yesterday and it was only $My wife called and said see I make someone read the meter and how my bill is rightLG&E look at the last bills and said our readers said they read the meter so there’s nothing we can doI told them no they didn't and that’s why I called in on them, anyone can say they did something and not do itBut I watch the last person actually read the meter and now my bill is completely differentLG&E refused to see that there? employee lied and I was way over charged and they will do nothing about the money I overpaidThis company is a bunch of thief.? Background:? ? Mrand Mrs[redacted] believe that their meter reader has not been reading their meter each month and that LG&E has over charged them.? ? LG&E shows that all readings were actual reads and not estimates.? ? In Mr[redacted]’s complaint he mentions that his bills were $- $every month, which is not the caseSince beginning service on 11/9/16, the only month that Mr[redacted]’s billing exceeded $was in SeptemberThe billing charges for September’s bill were $375.27, this covered usage from 7/19/??" 8/17/Most customer’s usage during this time of year usage is at its peak for summer.? ? ? Based on where the meter is located the meter reader comes from [redacted]? and then walks through the yard past the electric meterPer KU’s meter reading department, an experienced meter reader would not have to stop or be very close to the meter to read itThe meter reader would simply get the reading while walking past without breaking their strideThe reader is probably only on the customer's property for less than ten seconds and this is not unusual for an experienced meter readerKU’s meter reading department tracks and keeps time stamped records of the meter readers activities when they are reading metersBased on the read sequence from these reports the meter reader spends the same amount of time at most residences near this address.? ? Meter was changed to an AMS meter on 9/25/This type of meter will communicate the reading to LG&E automatically so there will no longer be any need to have a meter reader come to Mr[redacted]’s home to read the meterThis type of meter will record energy usage in 15, 30, or minute incrementsOnce a day this meter will communicate this usage information to LG&E’s data network allowing the customer to be able to view their electricity usage information on LG&E’s websiteThis allows the customer to get a better idea of when and where they are using energy.? ? ? ? Policy, Regulations and Tariff:? ? LG&E PSC Sheet Number **? Resolution:? ? [redacted] spoke with Mrs[redacted] to discuss her billing complaint[redacted] explained to Mr[redacted] that none of her meter reading were estimated readings and that all were based on actual readings[redacted] explained that an experienced meter reader can walk by the meter and get the reading without even stoppingThis does not mean they are not reading her meter[redacted] advised that it is possible for a meter reader to make a mistake and over or under read the meter and this may explain why her 9/12/bill was higher than and her newest bill due 10/12/is lowerMrs[redacted] disagreed with [redacted] stating that she does not believe her meter was ever actually read[redacted] confirmed with Mrs[redacted] that she believed the last reading done on 9/15/for her bill due on 10/12/was accurate and she agreed.? ? [redacted] reviewed all billing with Mrs[redacted], explaining that with the exception of Septembers bill of $the highest monthly bill she received was $[redacted] explained that her bills each month reflect a higher balance because there is a past due balance that carries over each month so the amount shown is for more than one month of usage[redacted] assured Mrs[redacted] that LG&E does scam or try to over bill its customers but Mrs[redacted] does not agree.? ? [redacted] explained that per her request an AMR meter was installed on 9/25/so the meter will automatically communicate her usage to LG&E for billing, eliminating the need for a meter reader to read her meter each month.? ? Mrs[redacted] did not accept or agree with [redacted]’s explanation and still believes that LG&E was not billing her correctly.? ? Thanks,? ? [redacted]? Customer Relations Specialist | Customer Commitment | LG&E and KU[redacted]8?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The previous owner of this unit notified LG&E in the meantime and let them know of her move-out date, and that she wished to stop being billed at that time. Per [redacted]'s conversation with me on 04/11/2017, he simply needed the previous owner to call them and take responsibility for that billing cycle, which is exactly what she did when she notified them of the date that she wished her services to be discontinued (Friday 04/07/2017). This is exactly what [redacted] stated that the company needed in order to bill the correct party - rather than billing me for a stranger's consumption.Regards,
[redacted]

From: Customer Commitment Sent: Wednesday, April 13, 2016 3:25 PMSubject: Revdex.com Complaint #[redacted] Issue:   On learning that LG&E offered a rebate for the installation of energy efficient AC equipment we elected to replace our 18 year old heating and AC equipment...

with new energy efficient components. The new components were installed on 12/15/2015 and the application for the rebate offered was initiated on 1/23/2016 delayed in part by the need to obtain a manufacturer' issued AHRI certified certificate of Product Ratings. On February 3rd we received a "form" letter advising that we needed to initiate our application by March 3rd. We then contacted LG&E only to learn on February 9th that our initial submittal had not been received. The 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 conditioner. The 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, 2015 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 submittal. All 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 components. Today I received a follow up letter dated April 7 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 envelope. Notate the reference number from the top of this letter on all documentation to ensure prompt service. You must return the requested information before 6/18/2016. Please provide a complete proof of purchase for you central air conditioner. The documentation previously provided was missing the following required information: both coil & condenser model numbers. Please note: you provided the same documents as you original submission with the models being on a product registration document. We 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 submittals. These same numbers were added by me to the application form on resubmittal. In my candid opinion the need to add these numbers to the invoice at this point is redundant. I have talked with both [redacted] at LG&E Louisville who was unable to give a logical reason for this request other than fraud prevention. The data submitted on the manufacturer's letterhead to me is far more fraud proof than adding them after the fact to the invoice. He then referred me to their rebate processor in [redacted]. This same reasoning was then given to me by [redacted] at LG&E's 3rd party rebate processor. I am attempting to get an altered invoice from my contractor to submit. In 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 2/3/16. We then sent the customer a second reminder letter on 3/1/16. We received the customer’s submission on 3/28/16. The invoice the customer submitted did not include the condenser and coil model numbers so we sent the customer another letter on 4/7/16 requesting this information. The customer called into our call center on 4/11/16 and was upset. The 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:  [redacted] contacted Mr. [redacted] and advised we are going to process the customers rebate.  [redacted] advised the rebate check should be issued within the next 6-8 weeks.

From: [redacted], [redacted] Subject: RE: You have a new message from Louisville KY Revdex.com complaint #[redacted]   Issue:  I was on vacation 2 weeks and my bill almost same amount and my shop was close for 2 weeks. Background:  Mr. [redacted] received a bill due 05/23/16 for $223.90.  That...

bill was for 29 days.  Mr. [redacted] has now received his current bill due 07/22/16 for $204.29.  This bill is for 34 days.  Mr. [redacted] states that during this current billing cycle his business was closed from 06/06/16 - 06/21/16.  There is no record of Mr. [redacted] calling in to LG&E to discuss the high bill issue for this month’s bill. Resolution:  [redacted] called and spoke with Mr. [redacted] in regards to his current bill.  [redacted] explained the current bill is for 34 days compared to last month’s bill which was for 29 days.  [redacted] also explained the temperatures were higher during this billing period compared to last month. [redacted] also explained that the reading was an actual reading not estimated.  Mr. [redacted] explained that his business was closed from June 6-21st because he was out of the country.  [redacted] inquired if Mr. [redacted] had left the air on while the business was closed and Mr. [redacted] said no that he turned it on when he returned.  Mr. [redacted] also stated the first couple of days he was back he was only open a few hours because he was ill.  [redacted] advised Mr. [redacted] that when he returned from vacation and turned his A/C on that his unit would not kick off until it reached the desired the temperature being requested from the thermostat.  Mr. [redacted] said that he was also going to read his meter the next month to compare readings. Thanks, [redacted]

Issue:    Ms. [redacted] is upset that she has not received the rebate check for a dishwasher that she purchased. Ms. [redacted] states she has filled out all required paperwork and wants LG&E to send her the $50.00 rebate she qualified for. Background:   Ms. [redacted] states that she submitted a rebate request for a dishwasher she purchased and has not received the $50.00 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 Mr. and Mrs. [redacted]’s dishwasher qualified for the rebate program. This is why their application was previously denied. LG&E’s Energy Efficiency department notified EFI, that the dishwasher did in fact qualify and supplied supporting documentation. EFI acknowledged their error and processed the rebate. A $50.00 rebate check was mailed today, 2/1/18. LG&E is addressing this error with our business partner.  Policy, Regulations and Tariff:   LG&E PSC Sheet Number ** Resolution:   [redacted] contacted Mr. [redacted] to discuss his findings after researching his complaint. [redacted] explained to Mr. [redacted] that it was discovered that our business partner that processes our rebates denied their application in error. [redacted] apologized for the error and the frustration that he and Mrs. [redacted] have experienced> [redacted] advised Mr. [redacted] that he has confirmed that the rebate check was mailed today, 2/1/18. [redacted] explained that LG&E is addressing this error with EFI. [redacted] advised Mr. [redacted] that this should not have happened and in an effort to compensate for their frustration, LG&E is also sending them a $50.00 VISA gift card. Mr. [redacted] was very pleased to hear the rebate check was on its way and thanked [redacted] for the gesture of sending the Visa gift card. Mr. [redacted] was satisfied with this outcome.  Update 2/15/18LG&E followed up with our vendor that was supposed to have mailed Mr. and Mrs. [redacted]s rebate check on 2/1/18 and was advised that the check was sent by overnight mail on 2/12/18. The check was delivered to Mr. and Mrs. [redacted] at 9:37 am on 2/13/18. Mr. [redacted] left a voice message on 2/14/18, confirming that he has received the rebate check.  Thanks,  [redacted] Customer Relations Specialist | Customer Commitment | LG&E and KU[redacted]

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

From: [redacted] Sent: Tuesday, April 19, 2016 12:11 PMSubject: [redacted] Issue:  Last month my services were disconnected due to LG&E having made a mistake and supposedly switching the meters of me and my neighbor. It took LG&E about 30...

hours to come back to my home and restore my service even though they had made a mistake. So this month I call LG&E to make a payment and was informed that they have been trying to reach me. I was then informed that due to the error that LG&E had made that I was being incorrectly billed and that my bill for the past nine months was higher than every bill that they had originally sent me. They informed me at that [redacted]e that my new balance was $892.89, $649.31 of that bill being money that I now owe for the incorrect/ miss bill for the past ten months. I asked the customer service rep how could this be and is it possible that the tech that went out and made the claim that I had been billed incorrectly made a mistake. Because I am never home and there is a possibility that me and my neighbor were still paying our correct bills but they had just swapped the meters or the new reading on the past 10 months is incorrect and could they send out a new tech. The rep informed me that they could not send out a new tech and that LG&E has done that once and they will not do that again. So I asked to speak to a sup and was denied a sup was forced to make a payment arrangement for the bill or be subject to a disconnection.  I would like a credit on my bill. I always make my payments and now due to LG&E’s mistake they are basically informing me that I owe $649.31 due to them mis-billing me for a whole year. I asked for a tech to come back out and check because this bill makes no sense they refuse to do another check and are now informing me that they did not make a mistake. Also I would like a refund of the food that I lost approximately $163 worth due to the [redacted]e it took for them to restore my service due to the error.Background: [redacted]Ms. [redacted]’s service was not off for 30 hours – The service was restored, while the Service Tech was still on her property.[redacted]3/16/16 @ 2:10 PM - Ms. [redacted] contacted Customer Service and explained an LG&E Service Tech cut her service off.  Ms. [redacted] spoke with the Tech and explained her service should not be turned off.   The CSR and Service Tech verified that Ms. [redacted]’s service should not be turned off, therefore the Tech restored Ms. [redacted]’s service, while he was still there.  The CSR advised Ms. [redacted] that he would transfer her call to someone that could discuss the billing.  Ms. [redacted] stated, her service was back on and that everything was “ok,” then she ended the call.3/16/16 @ 2:31 PM – Ms. [redacted] contacted Customer Service and spoke with CSR, [redacted], and explained that a Service Tech just cut off her service and she found out that her neighbor’s meter should have been turned off.  CSR explained, if she had been billed incorrectly, LG&E will send her a corrected bill and it will take some [redacted]e to receive the corrected bill.  Ms. [redacted] states she wants a credit on her bill right away, since an error was made, and asked to speak to a supervisor.  CSR advised, she would make a request for a supervisor to contact her.3/16/16 @ 3:14 PM – Supervisor, [redacted], returned a call to Ms. [redacted] and left a message to call back to discuss her concerns.3/16/16 @ 4:08 PM – Ms. [redacted] contacted Customer Service and spoke with CSR, [redacted], and explained her service was disconnected, earlier in the day, when her neighbor’s service should have been disconnected. (Service Tech turned Ms. [redacted]’s service back on, when he realized she was entitled to service.)  Ms. [redacted] shared her concern that LG&E had not been back to disconnect the correct account ([redacted]) and she was afraid that LG&E would disconnect her service, in error, again on 3/17/16.  CSR explained, an order has been created to send a Service Tech out to ensure the correct meters are supplying service to the correct units.  In the same conversation, Ms. [redacted] stated that her service was off and asked how quickly someone was going to come out to turn her service back on and disconnect her neighbor’s service.  The CSR advised LG&E would be out ASAP.  Ms. [redacted] asked that a supervisor call her.3/16/16 @ 5:50 PM – Supervisor, [redacted], returned a call to Ms. [redacted] and left a message to call back to discuss her concerns.3/17/16 @ 9:38 AM – Ms. [redacted] contacted Customer Service and spoke with CSR, [redacted], and explained her service was disconnected on 3/16/16, in error, and she was still without power.  CSR transferred Ms. [redacted] to Customer Service.3/17/16 @ 9:41 AM – Ms. [redacted] spoke with CSR, [redacted], and explained her service was disconnected, in error, and her service is still off.  CSR explained LG&E records indicate her service was turned back on and suggested she check her breakers.  Ms. [redacted] asked to speak with a supervisor.3/17/16 @ 2:30 PM – Supervisor, [redacted], returned a call to Ms. [redacted] and left a message to call back to discuss her concerns.3/22/16 @ 10:08 AM – Service Tech verified the meter bases 1F and 2F units was marked incorrectly, which resulted in the meters being crossed.  The Billing Department was notified to correct the billing.4/07/16 @ 9:53 AM – Billing Integrity Analysis, [redacted], called customer and left a voicemail message to explain her crossed meter billing. 4/08/16 @ 9:29 AM – Ms. [redacted] contacted Customer Service and explained to CSR, [redacted], that she had missed a call from LG&E on 4/7/16.  CSR explained someone tried to reach her regarding her metering being crossed with her neighbors.  CSR explained, she had been paying for the wrong meter, since July 2015, when she moved to the current address.  CSR explained, she would be receiving a corrected bill, in the amount of $649.31.  CSR offered to set up IP, however, Ms. [redacted] stated there was no way the bill could be correct and asked to speak with a supervisor. 4/08/16 @ 4:50 PM – [redacted], Ms. [redacted]’s grandmother, contacted Customer Service to discuss account.  CSR, [redacted], advised she couldn’t discuss account, without [redacted]’s permission.4/08/16 @ 4:56 PM – Ms. [redacted] contacted Customer Service and spoke to CSR, [redacted], and gave permission to discuss her account with her grandmother, [redacted].  CSR, explained corrected the bill to [redacted] and suggested that payment arrangements could be made, so the entire bill would not have to be paid at once.  [redacted] indicated she was going to pay the bill for her granddaughter and wanted to set up payment arrangements.  CSR set up a 6/month installment plan.  ($108.21/month) on the $649.31 balance.  CSR explained the current bill had to be paid, in full and on-[redacted]e, to ensure the installment plan does not default.4/08/16 @ 5:16 PM – [redacted], called Customer Service and spoke to CSR, [redacted], and explained call was dropped, while speaking to previous CSR.  CSR advised she would connect her with the Billing Department.4/11/16 @ 12:24 PM – Ms. [redacted] contacted Customer Service and spoke to CSR, [redacted], and explained she had been billed incorrectly for 10 months.  Customer advised that she cut off the main breaker to her unit, and found her service went off, as well as her neighbor’s service.  Ms. [redacted] feels she is continuing to pay for service to her neighbor’s unit and thinks there is a problem with her meter.  CSR, advised customer that she would create an order to send a Service Tech to ensure the meters at [redacted] are supplying service to the correct units.4/13/16 @ 9:37 AM – Ms. [redacted] contacted Customer Service and explained to CSR, [redacted], that she is being billed for crossed meters and she requested a different Service Tech come out to ensure she is being billed for the correct meter.  CSR advised Ms. [redacted] she would contact the Service Department and would follow-up with her to confirm, when a different Service Tech would be able to meet her.Resolution: 4/13/16 - [redacted] spoke to Ms. [redacted] and explained an order has been created to have an LG&E Service Tech confirm the meters at [redacted] are supplying service to the correct units.  [redacted] explained she will follow-up with her.4/13/16 - Service Tech called Ms. [redacted], when he arrived at her premise, and advised he needed to get into her unit to trace the meter.  Ms. [redacted] would not allow the Tech access to her unit. 4/14/16 @ 11:27 [redacted] spoke with Ms. [redacted] and explained LG&E Service Tech was there on 4/13/16 and she would not allow access to her meter. Ms. [redacted] stated she didn't want to provide the Service Tech access to her home.  (The call was disconnected.) [redacted] called back and left a message to contact her and suggested she call to set up an appointment to meet a Service Tech.4/14/16 @ 1:54 PM - Ms. [redacted] called [redacted] and said she wants to set up an appointment.  [redacted] provided the direct phone number to contact the Service Department, at 7:00 AM on 4/15/16, to schedule an appointment.4/15/16 @ 2:01 PM – Ms. [redacted]’s mother allowed LG&E Service Techs to her unit and they were able to confirm that her meter was crossed with the 2nd floor unit.4/18/16 @ 2:20 PM – [redacted], Manager, Customer Commitment, contacted Ms. [redacted] and confirmed that her meter was crossed, as a result of the meter bases being marked incorrectly.  [redacted] agreed to extend the 6/month installment plan to 12/months and advised LG&E would send her a breakdown of the 10 months billing.  (See Attachment)

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

Issue: Customer states: After 5 months, LG&E added an old roommate to my bill, and I am now required to pay that roommates Bill.  Even after they have not lived here and I have had service in my own name since June. On my December bill, they added my room mates balance of $220 AND she has...

been added back to my account. The woman on the phone at customer service ADMITTED this is not my bill, but that it was her bill and I am still required to pay it.  Customer requests that this person be removed from my account and her bill be removed from mine.  Customer also requests that the $600 I paid of her old bill be returned to me, since this was not my bill that I paid, but her bill. Background: [redacted]
[redacted]
[redacted] Service from: 3/12/15 – 6/23/15 05/08/15 @ 1:28 – Service disconnected for non-payment ($218.24) 05/08/15 @ 1:43 -  [redacted] contacted Customer Service and explained she wanted to give permission for LG&E to talk with her roommate, [redacted], about the account at any time.  [redacted] provided his SS# and the CSR added his name to the account.  [redacted] explained the service was disconnected and explained that he paid $150 on 5/7/15.  The CSR explained the original past due amount was $218.24.  The CSR confirmed the $150 payment was received, however $68.24 was needed to restore the service.  [redacted] indicated he would pay the remaining $68.24, by phone, to get the service restored.    05/08/15 @ 1:49 – Payment received – Reconnected order created 05/08/15 @ 2:50 – Service reconnected 06/08/15 @   3:20 – Service disconnected for non-payment ($148.43)  (Electric meter read: [redacted]) 06/23/15 @ 10:37 – No payment - Final meter reading taken (Electric meter read: [redacted])                                     *Note* - There was usage found on the meter between 6/8/15 – 6/23/15; therefore the usage will be billed, along with a $61.25 Unauthorized Reconnect Charge, on the final bill. 06/23/15 @ 12:25 – [redacted] contacted Customer Service and explained his “ex” was living in the house, with service in her name, but she moved out and he requested the service be put into his name.  CSR advised [redacted] that since he was listed on the account, and was living with [redacted], $280.29 from the current ad**ess, plus $173.95 from his previous ad**ess ([redacted]) must be paid, before the service would be transferred into his name.  The CSR confirmed, [redacted]’s name would be removed from the account, once the bills were paid. 06/23/15 - $173.95 Payment received for service at [redacted]. 06/23/15 - $280.29 Payment received for service at [redacted]  (Payments: $61.25 + $219.04) 06/23/15 @ 6:55 – Service reconnected and put into [redacted]’s name. 06/25/15 – Final bill mailed 07/20/15 – Final bill due - $220.18 – Includes: $68.60  Balance + $220.18 Current Charge (5/27/15 – 6/23/15) + $5.17 LPC + $.02CR Deposit Interest + *$61.25 Unauthorized Reconnect Charge + $135.00CR Deposit Refund [redacted] Service from: 06/24/15 – Present 08/19/15 – Current Bill Due: $235.42 – Includes: $201.67 Current Charge + $33.75 1st Deposit Installment 08/14/15 - $235.42 Payment Received 09/21/15 – Current Bill Due: $228.64 – Includes: $194.89 Current Charge + $33.75 2nd Deposit Installment 10/05/15 – Disconnect Due: $301.99  - Includes: $228.64 + $67.50 Remaining Deposit Installment + $5.85 LPC 09/25/15 - $234.49 Payment Received 10/22/15 – Current Bill Due: $423.24 – Includes: $228.64 Balance + $121.25 Current Charge + $5.85 LPC + $67.50 Remaining Deposit Installment 11/05/15 – Disconnect Due: $121.25 11/20/15 – Current Bill Due: $232.77 – Includes: $121.25 Balance + $111.52 Current Charge 11/22/15 - $122.00 Payment Received 11/30/15 – [redacted] contacted Customer Service and complained that $220.18, was transferred to his account, for service used in [redacted]’s name, at the same ad**ess.   The CSR advised [redacted], since he was living at the location when the service was used, the bill would have to be paid.  [redacted] asked that [redacted]’s name be removed from his account, since she was no longer living at [redacted].  (CSR removed [redacted]’s name from account effective 11/30/15)  [redacted] requested to speak to a supervisor.  The CSR advised she would have a supervisor contact him to discuss his concerns. 11/30/15 – Supervisor returned call to [redacted] and left a message advising he was responsible for the balance and explained he could call back to set up payment arrangements on the balance. 12/08/15 – Disconnect Due: $114.12 12/22/15 – Current Bill Due: $540.44 – Includes: $110.77 Balance + $206.14 Current Charge + $3.35 LPC + $220.18 Final Bill  (Service in [redacted]’s name – same ad**ess) Resolution: 12/01/15 – [redacted] contacted Mr. [redacted] and acknowledged receiving the complaint that he filed with the Revdex.com.  [redacted] advised she would review the information and follow-up with him. 12/02/15 – [redacted] called Mr. [redacted] and left him a message to contact her. 12/03/15 - [redacted] called Mr. [redacted] and left a second message for him to contact her.  [redacted] also sent the customer an e-mail requesting he contact her.  [redacted] will follow-up with the Revdex.com, if/when Mr. [redacted] contacts her.

Issue:   Our bills are coming in higher then what we pay. It 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 house. Also we caught one of the workers just putting a random number and not even checking our meter. We...

have 3 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 $236.74. 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 reads. The gas meter has not been estimated each month and there are no access issues for the gas meter.   1/31/17 Meter re-read - [redacted] Re-read shows that the previous read was not over estimated   2/15/17 Billing - Based on estimated Electric reading - [redacted] [redacted]   1/18/17 Billing - Based on actual Electric reading   12/15/17 Billing - Based on actual Electric reading   11/15/16 Billing - Based on estimated Electric reading   10/17/16 Billing - Based on actual Electric reading   9/15/16 Billing - Based on actual Electric reading   8/16/16 Billing - Based on estimated Electric Reading   7/15/16 Billing - Based on estimated Electric Reading PSC Regulations and Tariff:   [redacted] Resolution:   [redacted] spoke with Mrs. Cantarero and she gave permission to speak with her husband [redacted] explained to [redacted] that LG&E came out to read the electric meter on 1/31/17 to verify that the previously estimated read was not over estimated. [redacted] advised that LG&E’s estimated read on 1/21/17 was [redacted] and when we came to r[redacted] was not over billed. [redacted] 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. [redacted] advised that there is a separate fenced area that they keep the dogs in that is located away from the electric meter. [redacted] advised [redacted] that he would note this information for the meter reader to avoid the need to estimate the bill in the future. [redacted] explained where to look on the bill each month to see the next meter reading window so [redacted] knows exactly when to expect the meter to be read. [redacted] accepted [redacted]’s explanation and thank LG&E for contacting them to address their concerns. Thanks, [redacted]
[redacted] [redacted] [redacted]
[redacted]