L & W Asphalt Paving

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]

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.

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]

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]

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]   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]

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

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]

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.