Maaco

From: [redacted] Sent: Tuesday, October 18, 2016 3:53 PM Subject: FW: You have a new message from Louisville KY Revdex.com complaint #[redacted]   Issue:  I was told by a lg&e employee that I could make payment arrangements online about 4 months ago so I wouldn't have to call in an my...

payment would automatically be taking off my card. So that's how I been making my arrangements online an would get an email letting me know my arrangement went through and would get another one when my payment was taken out.But on Oct 18 they turn my power off when I made the arrangement for Oct 27 on Oct 8.They're saying I didn't make an arrangement when I told them I have an email confirmation saying I did.Now they saying I should of emailed them are called letting them know I set the arrangement up but I never had to with the other arrangements so I don't understand why this is different   Background:   10/09/15 - Ms. [redacted] called to confirm if there was a past due balance on her account.  The representative advised past due of 132.06 and made an arrangement to 10/28/16.  The representative advised Ms. [redacted] of my account and advised can view bill online and pay online.  Also advised of text alerts for bills.  The representative advised of fees of paying online with debit/credit card. 05/09/16 - Ms. [redacted] called to make an arrangement for the past due balance on the account. An arrangement of $134.21 for 05/26/16.  The representative inquired how Ms. [redacted] makes payments each month and she said over the phone.  The representative gave the option to pay online and advised of fees.  06/09/16 - 3:25 pm. - Ms. [redacted] called to make payment arrangement on past due balance.  The representative agreed to extend time to 06/27/16 for the past due of $104.29.  Ms. [redacted] stated would pay over the phone.  5:26 pm. - [redacted] (mother) called to make a payment arrangement for account and representative verified [redacted] had already set payment arrangement with due due date of 06/27/16 for $104.29. 06/27/16 - Ms. [redacted] called to confirm charge for paying with paymentus over the phone and requested account number.  The representative advised of fee is paid with debit/credit card and no charge if paid with check.   Gave the account number and transferred to paymentus.  10/18/16 - Ms. [redacted] called to inquire why service has been disconnected today when she set up a payment arrangement online.  The representative inquired how she was doing this online and Ms. [redacted] stated she was logging online and setting a postdated payment which was for 10/27/16.   The representative advised the postdated payment is still showing online for 10/27/16 but that was not a payment arrangement.  The representative advised Ms. [redacted] that to make a payment arrangement she would either need to call and speak with someone or send an email to complete the arrangement.  The representative asked if Ms. [redacted] wants to cancel the pending dated 10/27/16 so she can make now to have service restored?  Advised if she waits until 10/27/16 for pending payment to post then service would not be restored until the posting of that pending payment.  Resolution:  10/18/16 - [redacted] called and spoke with Ms. [redacted] about her account.  Advised $184.33 to restore service.  Advised postdated payments are not a payment arrangement and does not change the due date on the disconnect notice.  [redacted] also advised that when Ms. [redacted] logs in to online account to pay she receives a message stating past due balance must be paid by brown bill due date or service will be disconnected.  The due date on the payment page is also in read and notifies customer payment must be posted by the due date the service is in danger of disconnection.  Ms. [redacted] does not think that is fair since she made a postdated payment.  [redacted] asked if Ms. [redacted] wanted the postdated payment  removed since she will be paying on 10-21-16 and she said yes.  [redacted] is having pending payment removed. Thanks, [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.
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]

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]

1. Vehicle is a 2002 Chevrolet Silverado pickup truck.2. Vehicle arrived at our shop in very poor condition. It was previously involved in at least one collision.3. Vince was the salesperson, not Joe. A Repair Estimate was prepared by Vince. The original estimate totaled in excess of $3000. The...

customer did not want all damage repaired and all operations completed. A revised estimate in the amount of $2325.91 was prepared. This was discounted to $1854.68. 4. All requested body work and refinishing was completed in a timely manner and according to specification.5. Prior to the vehicle arriving at our shop, the customer replaced both tail lamp assemblies with aftermarket LED tail lamps. These assemblies are in working condition (we tested them and all of the lights work). However, the electrical system in the vehicle was not correctly wired to the tail lamps. The electrical system of this vehicle was previously tampered with, because someone inserted metal strips in order to bypass the fuse panel. We advised the customer that his vehicle electrical system has these issues, and that these issues were present prior to the vehicle being brought to our shop.6. After examining the tailgate for proper operation, the customer was advised that the tailgate needed a new connecting rod and latch mechanism. The customer did not want us to purchase the parts or perform this service.7. The customer advised as to a limited budget for our work and asked for us to do the best we could. More parts and repair operations were needed to completely repair this vehicle. The customer did not want those operations performed.

From: [redacted] Sent: Tuesday, April 19, 2016 12:11 PMSubject: [redacted] [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] [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] [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)

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]

I know most people take time to write reviews when experiences with a business are negative and a person needs to vent. However, my overall experience with Maaco was good. I brought in my 2005 Honda Accord for an estimate on a paint job. The paint was pealing in several places and I wanted to fix it prior to selling the vehicle. I got a quick estimate. At first the representative quoted me a higher price for a job with a clear coat and a better warranty. I told him I did not need this particular warranty. He then quoted me $500.00. This was a little more then their advertised price for the basic paint job. However, he indicated the price did not include labor to prep the spots that were pealing. The job was completed in two days and looked good. Know which paint job best suites your need. Staff were friendly and I would recommend Maaco for an affordable paint job.

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] 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.

[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]

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.
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: [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.

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]

Tell us why here...Background:  [redacted] began service at [redacted] on 8/3/2015. [redacted] called saying she wanted to put service in [redacted]’s name.  Ms. [redacted] said she was his wife but did not want service in her name and did not want to be added to...

the account. [redacted] came to the phone and requested service in his name. 9/3/2015- Bill issued for $119.90 due on 9/30/2015.  This bill included the first of six installments of $26.66 for the security deposit requirement of $160.00.10/1/2015- A late payment fee of $2.80 was billed. 10/2/2015 - A disconnect notice was issued for $256.04 which included the defaulted installment plan for the full $160.00 due for the security deposit. Due on 10/15/2015. 10/2/2015- A payment was received for $119.90 on 10/2/2015 from the customer authorizing his bank to pay his bill. (3-5 day delay in LG&E receiving payment from this method.) 10/7/2015- New bill was issued for $76.31 due on 10/30/201510/16/2015- Service was disconnected a 9:57 AM after no payment was received after both the bill and disconnect notice had been issued. 10/16/2015- Payment was made through Paymentus of $212.45. 10/16/2015 - Service was reconnected at 4:30 PM and a $28.00 reconnect fee was billed.Regulation, Policy, Tariff:  PSC Sheet No. 95Resolution: The payment of $119.90 was received on 10/2/2015, two days after his due date of 9/30/2015.  Mr. [redacted] had authorized the payment from his personally banking institution which normally takes up to 3-5 business days. This caused the deposit installment to default making the entire $160.00 deposit due as well as the current bill. When the payment came in it was not enough to satisfy the entire past due balance. A disconnect noticed was mailed and when not paid in full, a disconnect order was issued after the due date. A message was left for Mr. [redacted] to return our call to discuss his complaint. Future payments he authorizes through his bank will need to be authorized 3-5 business days prior to the due date of his LG&E bill due date to make sure they hit his account by the due date.  LG&E has removed the $28.00 reconnection fee this time as a courtesy.  LG&E offers many ways to make payments that provide same day posting.  Mr. [redacted] was informed about our payment options when he applied for service. We will encourage Mr. [redacted] to sign into our web site through “My Account" to make payments or review his account information. We again, will offer paperless billing and receive emails when his bill created. He can sign up for texts as well. Other payment options initially discussed were [redacted]- Phone payments. LG&E looks forward to providing service to [redacted] and hope this information will help when deciding on his payment options in the future.   [redacted] (his wife) who is not listed on the account returned [redacted]’s call. While LG&E is not authorized to discuss the account in full detail with Ms. [redacted], she was informed of the $28.00 reconnect fee waiver this time and the other payment options that provide same day posting to their account. Ms. [redacted] said she did not receive the disconnect notice and was advised to contact the postal office. She also did not believe that her husband had been advised of the payment options when he applied for service but a review of the recorded call has verified that he was informed of various payment options.

Positive Experience ! For over a year I've had the need to repaint my roadster. Bird droppings destroyed the finish on every square inch of topsides !! I live in an area of East Tennessee which is adjacent to the GSMNP and birds flock like storm clouds here on occasion.

My roadster is an adult toy and was never meant to be a showpiece. So, I was hoping to get a paint job as inexpensive as possible. I did my research and found that getting a car painted isn't like it used to be back in the day...it's very, very expensive. I realize quality costs, but my needs were just to tidy up my toy.

Fortunately, I found MAACO in Knoxville!

Meeting professionals who are proud of their work is always a refreshing experience ! Everyone I came in contact with at MAACO Knoxville, from the Owner to the Outside Sales Representative was another reason I came to be pleased with the services I received. The car looks amazing and I still have money in my billfold ! Thanks to everyone there ! I would recommend them for your auto painting needs.

Rather than addressing each specific response and explanation that our business has provided, the customer has chosen to given a general denial which means nothing.

From: [redacted] Sent: Tuesday, May 26, 2015 5:36 PMSubject: Revdex.com Complaint - [redacted] / [redacted] - #[redacted]
 
Issue: My power was turned off yesterday I call pay what needed to be paid and went on. I get home that evening my power is on so I think all is well. Then this...

morning they come and turn me off again saying it was turned on illegally. First off no one was home and secondly even if we were we would not even begin to know how to turn it on. I ask the guy if he can wait and let me call them and he tells me no even though my account is not past due. He leaves I call and they tell me the same thing. They charged me a 61 dollar fee before putting in the reconnect notice which is because we did not turn the power on. Plus I have to pay 28.50 twice since supposedly they came out twice to reconnect. Then I have to pay a deposit of 250 dollars it goes on and on. This is not right. They think they can do as they please because they are the only power company and people cannot go elsewhere. It's not right if something isn't done by next week to make this right I am contacting a lawyer. I understand I was in the wrong my bill was late fine I get that. My power has NEVER been turned off before I always pay my bill I had family issues and was not home for weeks so I got behind. It's not right for them to take advantage of people when they're down and then accuse them of turning it on just to scam them out of more money. That's all this was is a scam. I talked to a supervisor and I would have had better conversation with a[redacted]because she was absolutely no help. I am not a dishonest person and don't appreciate being called a liar.  I deserve an apology and for my bill to be adjusted. I should not have to pay the 61 dollars or the 28.50 twice once yes but not twice. As for the 250 so called security deposit I don't even care. I'll get that back on my own but I'm sure they'll make interest on it first, after all that's why they do it for a year.
 
Background: 
·        5/19/15 @ 10:38 – Service Tech disconnected electric service for non-payment
·        5/19/15 @ 10:54 – [redacted] contacted LG&E and was advised $105.87 was needed to reconnect the service.  LG&E CSR advised a $28 Reconnect Fee and $230 Deposit would be billed to the account. 
·        5/19/15 @ 11:06 - $200 Payment was received and an order was created to restore the service.
·        5/19/15 @ 18:26 – Service Tech found the electric service back on.  Since the Business Office was closed, the electric service was left on for the evening and an order was created to disconnect the service on 5/20/15.
·        5/20/15 @ 09:50 – Service Tech disconnected the electric service, due to unauthorized reconnection of service.
·        5/20/15 @ 09:56 - [redacted] contacted LG&E and was advised that when the LG&E Service Tech arrived to restore the service on 5/19/15, he found the service had been restored by someone other than LG&E, therefore the service was disconnected again.  The CSR advised that in order to get the service restored, the $61.25 UAR (Unauthorized Reconnect) fee must be paid, and explained the reconnect fee would be billed to the account.   CSR advised customer to contact LG&E, after the payment was made, to request a reconnect order.  CSR transferred customer to Paymentus to make the payment.
·        5/20/15 @ 10:14 – [redacted] contacted LG&E and the CSR, confirmed the $100 payment was received.  The CSR created an order to restore the service.    The CSR explained there would be another $28 reconnect fee billed to the account.  The CSR explained she could not provide a specific time that the service would be restored.  Customer insisted she didn’t reconnect her service and asked to speak to a manager.  CSR advised she would have a manager contact her.
·        5/20/15 @ 10:44 – A Supervisor contacted [redacted] and explained, again, that LG&E Service Tech found the service was turned on by someone other than an LG&E representative.  The Supervisor explained the Service Tech didn’t disconnected on 5/19/15, when he found the service back on, since it was after 5:00 PM and the office was closed, therefore the service was disconnected on 5/20/15.  The Supervisor explained the reconnect fee would be billed to the account and advised the service would be restored ASAP.
·        5/20/15 @ 12:36 – Electric service was restored.
 
Resolution: 5/22/15 - [redacted] called customer and left a message to return her call.
 
5/26/15 - [redacted] called customer and left a second message to return her call.  [redacted] also sent the customer an e-mail and requested a return call, if she has additional questions.  (See Attached)  [redacted] will follow-up with the Revdex.com, if/when the customer responds to her calls/e-mail.
 
Dear Ms. [redacted],
 
This e-mail is in response to the complaint that you filed with the Revdex.com regarding your service at [redacted]., Shepherdsville, KY.  Unfortunately, I have been unable to reach you by phone to discuss your concerns.
 
In reviewing your account, the following information was found:  
 
·        5/19/15 @ 10:38 – Service Tech disconnected electric service for non-payment
·        5/19/15 @ 10:54 – [redacted] contacted LG&E and was advised $105.87 was needed to reconnect the service.  LG&E CSR advised a $28 Reconnect Fee and $230 Deposit would be billed to the account. 
·        5/19/15 @ 11:06 - $200 Payment was received and an order was created to restore the service.
·        5/19/15 @ 18:26 – Service Tech found the electric service back on.  Since the Business Office was closed, the electric service was left on for the evening and an order was created to disconnect the service on 5/20/15.
·        5/20/15 @ 09:50 – Service Tech disconnected the electric service, due to unauthorized reconnection of service.
·        5/20/15 @ 09:56 - [redacted] contacted LG&E and was advised that when the LG&E Service Tech arrived to restore the service on 5/19/15, he found the service had been restored by someone other than LG&E, therefore the service was disconnected again.  The CSR advised that in order to get the service restored, the $61.25 UAR (Unauthorized Reconnect) fee must be paid, and explained the reconnect fee would be billed to the account.   CSR advised customer to contact LG&E, after the payment was made, to request a reconnect order.  CSR transferred customer to Paymentus to make the payment.
·        5/20/15 @ 10:14 – [redacted] contacted LG&E and the CSR, confirmed the $100 payment was received.  The CSR created an order to restore the service.    The CSR explained there would be another $28 reconnect fee billed to the account.  The CSR explained she could not provide a specific time that the service would be restored.  Customer insisted she didn’t reconnect her service and asked to speak to a manager.  CSR advised she would have a manager contact her.
·        5/20/15 @ 10:44 – A Supervisor contacted [redacted] and explained, again, that LG&E Service Tech found the service was turned on by someone other than an LG&E representative.  The Supervisor explained the Service Tech didn’t disconnected on 5/19/15, when he found the service back on, since it was after 5:00 PM and the office was closed, therefore the service was disconnected on 5/20/15.  The Supervisor explained the reconnect fee would be billed to the account and advised the service would be restored ASAP.
·        5/20/15 @ 12:36 – Electric service was restored.
 
As our CSRs and Customer Service Supervisor explained, when our Service Tech discovered the electric service had been reconnected by someone other than LG&E, it became necessary to disconnect the service again, until the $61.25 UAR fee was paid.  In reviewing your calls to LG&E, you stated that you didn’t turn the service back on.  Our employees explained, that while we are unable to confirm “who” restored the service, we were able to confirm that someone other than LG&E cut the seal on the electric meter and the service was back on when our Service Tech arrived at your home at 6:26 PM on 5/19/15.  As a result of these findings, the UAR fee and the reconnect charges will not be adjusted.
 
Ms. [redacted], if you have additional questions and/or wish to discuss this issue further, please do not hesitate to contact us.
 
Sincerely,
 
[redacted]
Customer Commitment
###-###-####

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]

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] contacted Kentucky Utilities on May 8,  2015.  This has been handled by LG&E- KU legal department and Underwriters Safety & Claims.