Brides N Maidens

Revdex.com:He has not spoken to us at all about anything and just asked to read the meter thats all he did not discuss anything with us at all 
I have reviewed the response made by the business in reference to complaint [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
[redacted]

Issue:   I recently received a billing statement from LG&E stating the "Corrected" charges from January until June. According to them, the meter was malfunctioning and they are still requiring that I pay the corrected amount from these months. I contacted them and they informed me that...

they sent a notice to me of the malfunction (which I did not receive), regardless, it is their equipment that malfunctioned and I do not believe I am responsible for these charges. When I expressed this to them via email, I was told they could set up a payment plan for them. I find this extremely dishonest. Background:   [redacted] does not believe she should be back billed for gas usage that was not billed due to a faulty gas meter index.     [redacted] has had service at this premise from 11/8/17 - present.   5/19/17 - Investigated gas meter due to no usage registering and found Index was broken, changed Index.   6/29/17 - Billing reversed from January 2017 to June 2017 in order to bill for estimated usage for the time the gas meter index was not registering usage.      6/30/17 - Corrected bill issued for $118.66 due 7/25/17.   Policy, Regulations and Tariff:   LG&E [redacted]   Resolution:  [redacted] has left a message asking for [redacted] to call him back to discuss her complaint. If able to speak with [redacted] please explain that LG&E is a regulated utility and per its tariff is required to bill for all usage. In the event that a meter malfunctions or fails to register usage, the usage must be estimated and billed to the customer. In this case the estimated usage was based on [redacted]’s first full month of actual gas usage (5/23/17 – 6/24/17), after the faulty meter index was replaced.  Please advise [redacted] that LG&E can set up a monthly payment arrangement on the back billed amount if she would like. If [redacted] would like to set up a payment arrangement she can reach [redacted] at [redacted] to do so. [redacted] will send an update to this response if/when he is able to speak with [redacted]. [redacted] has attached the stopped meter worksheet used to estimate the usage for [redacted]’s billing correction. Thanks, [redacted]
[redacted] [redacted] [redacted]
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From: Customer Commitment Sent: Wednesday, August 17, 2016 1:40 PMSubject: FW: You have a new message from Louisville KY Revdex.com complaint #[redacted]Issue:  I both this house in June and my first month bill was around 60$ 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 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 [redacted] and explained this information.Thanks,[redacted]

Is[redacted]:  On 9/29/15 between 9pm and 12am I logged into my account thru LG&E. I clicked on "Pay Bill". I then clicked on use ATM/debit/credit card. I was then told of the $2.25 fee for using this service, then asked to verify my account number with LG&E, then asked to enter in my...

information including my information on the debit card I was using including the amount I was going to be paying. I was then asked to agree to the fee and terms and conditions. I was then taking to a confirmation page and was shown my account info with LG&E as well as the type of payment method I had used and the amount including the fee. I received a letter that my payment has been returned as NSF. I called the bank ([redacted] Federal Credit Union) and was informed that LG&E processed my payment thru as a check. When I contacted LG&E they then told me I never enter in my debit card information on the 29th that I had used the account that was on file. I spoke with a manager by the name of [redacted] and she informed me that there was nothing LG&E could do about this matter and that I was once again responsible to make this payment. I paid $134.00 on 10/13/15 because LG&E informed me that if I did not make this payment my electricity would be shut off. Once I made my payment and was still on the confirmation page for making my payment I once again called LG&E to confirm this payment once again and that I paid with my debit card. I spoke to a lady named [redacted]. She reviewed my account and said that this happens many times where a customer pays with a debit card and because there is an existing bank account in the pay portal system it sometimes registers thru the existing account. [redacted] informed me that she gets at least 5 calls a day on this. I do not feel that this was my nor the banks fault. I clicked on pay with a ATM debit or credit card entered in all my information was shown that I clearly paid using my debit card. I have paid online using my debit card thru LG&E many times before and have never encountered this problem.  I would like for LG&E to credit my account for $124.00 in which I paid on 9/29/15 online. I do not wish for the many back on my card just to show that I did make my payment. I have never not made my payment with the electric company and have never encountered this problem while paying online thru LG&E Background:  09/30/15 - $124.00 Payment Received 10/07/15 - $124.00 Payment Return 10/13/15 - $134.00 Payment Received ($124 + $10 Return Check Fee) 10/13/15 - Customer contacted Customer Service and spoke to CSR, [redacted], and explained she used [redacted] to make her payment, however LG&E processed her payment through [redacted] Credit Union, which resulted in the check returning.  Customer requested the return check fee be waived. 10/13/15 - Customer went online and deleted her old bank information. 10/13/15 - Coach, [redacted], spoke with customer and attempted to explain to customer that funds were not received, to make the $124 payment good. Customer hung up on CSR. 10/13/15 - CSR, [redacted], spoke to [redacted] and explained her payment was made with [redacted]. Customer stated LG&E made an error by submitting her payment to the wrong bank.  In reviewing Ms. [redacted]'s account, we confirmed that she frequently pays her bills on-line, via LG&E's My Account, using an ATM/Debit/Credit Card.  However, on 9/29/15, LG&E records indicate the choice was made to pay the bill, by e-check, using the existing bank information that was on the account at that time. When paying bills through My Account, customers have the option of paying their bills with an e-check.  Customers also have the option of paying with an ATM/Debit/Credit Card, however, these type of payments are processed by [redacted], which is a third party vendor.  Customer’s that choose to pay their bill by e-check, receive an e-mail which confirms the amount of the payment received, when the payment will be applied to the account, the last four digits of the LG&E account number and a confirmation number. Customer’s that choose to pay their bill using an ATM/Debit/Credit Card, receive an e-mail which contains a summary of information including: confirmation number, date payment received, customer’s first and last name, zip code, daytime phone number, e-mail address, LG&E account number, payment method, card type, the last four digits of the customer’s card number, card holder name, amount of payment, and $2.25 processing fee. Resolution:  10/19/15 - [redacted] called customer and left a message that we received complaint she filed with Revdex.com and will review and follow-up with her. 10/21/15 - [redacted] called customer and left a message to return her call to discuss her concerns.  [redacted] will follow-up with the Revdex.com, if/when the customer returns her call.Ms. [redacted] returned [redacted]’s call.  [redacted] advised Ms. [redacted] that she should have received an e-mail confirming her e-check payment.  Ms. [redacted] acknowledged she didn’t receive an e-mail confirmation from [redacted], like she normally receives, and explained she didn’t receive an e-mail at all.  [redacted] advised Ms. [redacted] to check her SPAM mail.  [redacted] advised Ms. [redacted] that she would waive the $10 return check fee, from her LG&E account, as a one-time courtesy.  [redacted] also offered to have a 3-way conversation with her bank, so that she could request the bank waive the $30 fee she was charged.  Ms. [redacted] indicated she would contact the bank and request they waive the $30 fee.  Ms. [redacted] said she would make sure  she receives a confirmation e-mail in the future.   Note: Since Ms. [redacted] deleted her old bank information, the option to pay by e-check, is no longer available.

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 95 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. Thanks, [redacted] Customer Relations Specialist | Customer Commitment | LG&E and KU

Issue:I received a bill that was due on January 17th. The check was not cashed until January 25th resulting in me being disconnected and in order to be reconnected I was forced to pay an additional 219.93 when the bill was already paid and the next bill was not due until February 14th. They said it...

was due to the bill being late that I broke the contract for the deposit. This is unsatisfactory from a business that has a monopoly over the area! They are going to make their money regardless since no one can go to somewhere else for service Background:11/10/16 - [redacted] applied for the service at [redacted] effective 11/18/16.  A credit check was run and a deposit was billed to the account due to the credit check.  LG&E split the deposit into 6 installments beginning with the January bill. 12/20/16 - [redacted] first bill of $152.06 due 01/17/17 was mailed. 01/17/16 - The deposit installment of $260.00 was removed due to non-payment. 01/19/17 - A disconnection notice dated 01/31/17 for $371.99 was mailed to [redacted] 01/25/16 - The payment of $152.06 was posted to [redacted] 02/02/16 - [redacted] service was disconnected for the past due balance of $219.93.  A payment of $219.93 was made via telephone.  [redacted] called back to LG&E to schedule the reconnect order.  [redacted]  [redacted]s service was restored. Resolution:02/07/17 - [redacted] has tried to reach [redacted] on three different occasions and each time has been directed to voice mail.  [redacted] has left 3 messages requesting [redacted] return his call and there has been no call back.   Thanks,[redacted]

Issue:   Such a wonderful company to want to shut off my electric when I have a baby and am pregnant. The back store. My Father passed away In April and when he did I called the electric company and let them know and asked for the bill to be changed to me name. They said they are not able to...

because I owed a balance. I paid some but not all. As I am not able to work, my father left me this house before he died. Fast forward to a month later I get a notice on my door saying I have 10 days to get the electric in my name or it will be shut off. Then they say my credit has to be run that I am not able to be considered a new customer. I am speechless and do not know what to say, you’re going to turn off my electric. If this does not get resolved I will be getting a lawyer. I had to get the house in my name and the mortgage company was very helpful. The internet company did not give me any issues. Even the car that my father got me that his name was on the title the dmv did not give me any issues. This is messed up. Electric is not a privilege it’s a necessity . This needs to be taken care of this action you are trying to take is in humane.  Background:   [redacted] is upset that her father's account will be closed due to him being deceased. [redacted] owes money on previous billing and cannot get the service in her name until she pays the past due balance.  5/4/17 - [redacted] called to have service put into her name at [redacted] advised that she has been living here while service was in Harry Moore's name and that [redacted] is now deceased. [redacted] was advised that the past due balance must be paid before service could be put into her name.  5/4/17 - CSR enters case to verify if [redacted] is deceased. 5/5/17 - Verified that [redacted] is deceased and bereavement letter is issued advising that service must be registered into another responsible individual or registered in [redacted]  5/24/17 - Order created to place hang tag at [redacted] advising the service will be disconnected if not taken out of the deceased party's name.  5/25/17 - Hang tag placed on door. 5/25/17 – [redacted] contacts LG&E to ask when she needs to have service in her name.  Policy, Regulations and Tariff:   LG&E PSC Sheet Number ** Resolution:   [redacted] spoke with [redacted] to advise his findings after researching her complaint. [redacted] explained to [redacted] that when she originally called to request the service be put in her name on 5/5/17 there was a past due balance of $238.68. [redacted] explained that it is required to pay all past due balances before new service can be established. [redacted] advised that after making the payment of $238.68 on 5/14/17 all the past due balance had been paid and service could have been put in her name. When [redacted] called on 5/25/17 she only inquired about the notice that was left on her door advising that the service would be turned off in ten days if not taken out of the name of the deceased party. She never mentioned wanting to put the service in her name. [redacted] apologized for the confusion and advised [redacted] that she can now request to put the service in her name. [redacted] advised [redacted] to contact LG&E Customer Service to get the service in her name. [redacted] explained the deposit process to [redacted]. [redacted] explained that there is a deposit required, however with her permission a soft credit check could be run to see if it was possible to waive the security deposit. [redacted] advised that this credit check does not impact her credit score and that even if the security deposit is required she does not have to pay it up front. It can be place on a monthly payment arrangement for up to six months if she prefers.  [redacted] understood and excepted [redacted]’s explanation and thanked him for researching the matter. [redacted] stated that she will contact LG&E Customer Service to have the service put in her name.   Thanks,  [redacted] Martin [redacted] [redacted] [redacted]

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.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY] [redacted] was very apologetic and polite and said the refund check was placed in the mail on 2-1 18. I have yet to receive the check, although I did receive the gift card he offered me for the several month delay. Still awaiting check that should have already arrived.
Regards,
[redacted]

Tuesday Dec 7,2017 [redacted]Dear [redacted] Thank you for understanding there are two sides to every story. Per your request, here are the facts regarding...

complaint ID# [redacted].On March 24,2016 [redacted] purchase a size twelve ivory bridal gown for $1,425, one ivory veil for $325.00 and one head piece for $130.00 all of which totaled $2,235.10. In order to insure the dress would be received in such a short time, the wedding gown vendor charged $75.00 rush cut delivery fee to Brides N Maiden to insure dress will arrive on time. Brides N Maidens did not charge [redacted] this additional fee yet she was aware of the rush cut charges when ordering. additionally, the special order contract signed by [redacted] showed the dress number on the tag with coincided  with size twelve sample dress in the store. It is our store policy that once the dress is selected, we write the dress tag number down in the customers presence which they sign at the time a deposit is put down. each customer receives a copy of the store policy along with their receipt of purchase This is done with all customers. [redacted]  paid $1,000.00 deposit and signed the special order contract/ store policy stating no refunds, no cancellations, no exceptions. The policy states : No Refunds on any Deposit or PaymentsNo Refunds on any Merchandise No Cancellations on any stock Purchases Required monthly payments of $50.00 is due by the 15th day the month. If no payments by the 20th each month a late fee of $10.00 will be added for the month.Cancellations are not our problem. Whether you ordered it, put it in layaway, or bought it. The merchandise belongs to you. There have been no additional monthly payments since the initial good faith deposit on March 24, 2016 with the remaining balance of $1,035 was left unpaid. No additional phone calls were received and or actions made in regards to paying account balance on ordered merchandise. [redacted] was in breach of contract. On October 5,2017 approximately one year and four months later, [redacted] called Brides N Maidens and spoke with a store employee in regards to the wedding gown, veil and headpiece purchase on March 24 2016 for the July 23,2016 wedding date. [redacted] stated that the wedding has been postponed and that she wanted to see about paying off her delinquent balance and pick up her dress, veil and headpiece. At this time no late fees or the $75.00 rush cut has been charged to their account. October 6, 2016 [redacted] came into store to pay delinquent balance and pick up wedding gown, veil and headpiece. The store employee then gave the unopened factory seal plastic containing wedding gown which sat in storage for over a year since its arrived on July 1, 2016. The wedding gown arrived into the shop in time for [redacted] wedding set fr July 23, 2016 nut sat in storage unpaid until she opened it on Oct 6,2017. Wedding gowns are shipped turned inside out with beading and lace work on the side to protect it. After opening original packaging and not even unfolding it from its inside out state, [redacted] told the employee that this was not her dress. She didn't even attempt to try it on . [redacted] then proceeded to show the employee a random picture of a different dress cropped with only a unclear view showing only from the neck to waist of different dress.  The employee proceeded to let [redacted] know that the matter would be reviewed. [redacted] proceeded to pay outstanding balance of $1,035.00 and take her headpiece home with her that day. Since the long lapse of time from July 23, 2016 wedding, the veil already been put back in stock. another brand new veil was then ordered to replace previous ordered veil. [redacted] also told employee that she didn't know if the head piece was the correct merchandise either. Both headpiece and veil are the correct ordered merchandise. the next day on Saturday October 7,2017 [redacted] came back into the store asked lot on the sample dress. The sample dress also a twelve, is the same size [redacted] ordered on march 24,2016 for her July 23, 2016 wedding date. The sample dress did not fit as the zipper could not zip up all the way in the back. No attempts have been made to make payments on outstanding balance, pick up the dress or call and check on the status of the dress prior to October 5,2017.In 43 years of owning the bridal store, it has been my experience that after a dress has sat in my store fro 16 months the customer has either A. changed their mind on the style of dress they would like to wear or B -had cancelled the wedding with their original intended groom and after some time, got re engaged to another person, in which the customer doesn't want the original dress from previous relationship. Although I hope option B is not the case, it has been know to happen, therefore we remain strict on out no return policy. Thank you in advance for your time and consideration into this matter. sincerely,[redacted]Brides N Maidens [redacted]
[redacted]

I am rejecting this response because:
I was never contacted to be notified that the dress had arrived. I never thought that a business would switch out a dress, and I should have contacted them sooner. Ive attached the picture he is speaking of. I also would like to clarify that I'm in love with the dress I chose and haven't changed my mind after more than a year, that is how I knew the dress they gave me wasn't the dress I ordered. The style number is not the same as the one written down on my order form. I also would like to state that I am still engaged to the same man I have been with for over 10 years and share a son with. When I spoke to [redacted] in person and showed him the picture he stated he would order the correct dress for me,  he also asked if I wanted him to order a different size and I told him  no that the size 12 was fine just as long as it was the correct dress. However later that week when I contacted the store manager she refused to order it.  I do not only have pictures but also witnesses that were there with me the day that I tried on the dress and ordered it as well as the day that I spoke with [redacted].