Northrup Associates, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I truly appreciate all that LWC has done, but you have to be realistic, gallons in what days? That is impossibleWhen out there with the tech we confirmed that the meter was showing no usage when tested but with these kinds of numbers it should be spinning all the timeThat is gallons in a little over a month, or its going to be over 20,gallons on the next bill, that simply is not possible on a duplex that has an historical usage of less then 1/of thatAlsosimply using these numbers that still does not support 115,gallons in monthsI do not know what is going on out there but readings and usage does not jump the way the bills reflect and these readings are sayingPlease show me another family residence in the whole of the city of Louisville that is near this usage. We are not hiding from the bill and are trying to work it out, but it is going to be better business for us to simply have the tenants move out and not pay these type of unrealistic bills and just eat the mortgage payment each month which is 1/of these monthly water totals.
Regards,
*** ***

*** ***
I apologize for the issue you experienced with the autopay that was set up on your new Louisville Water Company account. It took us longer than expected to refund the deposit back to your account and in the meantime the autopay was set up to take the full amount of the
bill. I apologize for the service you received and the inconvienece experienced by having to contact us so many times.
I can report that the refund check for your deposit was cut today, 8/24/15. You should receive it in the mail within the next 3-days. Please don't hesitate to reach out to me at*** if you experience any further issues.
*** *** ***
Manager, Business Operations

*** *** ***Thanks for your inquiry regarding attempts to contact us and for giving us the opportunity to address your billing questions. Customer Care Supervisor *** *** reported that she spoke to you today regarding the wait times and billing. Please don't hesitate to contact
me if I can assist further. We apologize for the wait times you've experienced in trying to contact us and the inconvenience that resulted. Sincerely,*** ***Manager, Business Operations***

Revdex.com:
I have reviewed the response made by the business in reference to
complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.acct# ***, also I failed to note in my complaint that our bills were going to a wrong address all of the sudden, which they have since corrected. That was probably part of the problem in getting me the invoice in a timely manner. We were also told that all late fees would be adjusted due to their error
Regards,
*** ***

*** *** ***Thanks for your inquiry regarding your Louisville Water Company paymentI apologize for wait time in reaching a customer service representative to discuss the issueI do show that we received a payment of $toward your MSD assessment loan on 9/8/15, but I do not see a payment
that was applied toward your water accountIf you can send a copy of the check that was paid toward your water account at *** *** we can research the payment and get it applied to the correct accountI apologize for the inconvenience and I will hold your account in the meantime so that you do not experience a disruption in serviceI have also removed the late fee that was assessed to your accountPlease email a copy of the check to me at ***Again, I apologize for the inconvenience and the time you've spent dealing with this issueSincerely,*** ***Manager, Business Operations***
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

June 21,
*** ***
*** *** ***
*** ** ***
RE: Account #: ***
Dear Petra ***:
I am in receipt of your inquiry to the Louisville Revdex.com dated June 21, 2016, regarding the length of time it has taken to correct the
usage on your irrigation meter
Corrections have been made to your account to remove all late fees and the usage/service charges on your irrigation meter you requested to be turned off on December 7, As of today, the balance due is $
Our goal is to provide quality water and service to all of our customers and we failed to execute the level of service when we spoke with you regarding this issueI apologize and appreciate you bringing this to my attentionYou are a valued customer and we appreciate your business
Sincerely,
*** *** Manager, Customer Service

March 16,
*** ** ***
*** *** *** ***
*** ** ***
** *** ** ***
*** *** ** ***
I am in receipt of your inquiry to the Louisville Revdex.com dated, March 9, 2017, regarding the water usage on your October 24,
billing statement
Your meter was read on June 21, and the meter reading was The usage listed on your August 24, statement was estimated at 2,gallonsOn October 20, we obtained an actual register reading, which was The difference between the actual reading on June 21, and October 20, was 9,gallonsYour August bill was estimated at 2,gallons which left 7,gallons, which is what you were billed for on your October 24, billing statementThis usage could have occurred anytime between June 21, and October 20, since we did not get an actual register reading in August
Louisville Water Company provides a courtesy adjustment to our customers when there is an unexplained increase in usage OR if a leak was found on the customer side and repairedThe customer assumes half of the responsibility for the usage above the customer’s average and we assume the other halfHowever, since your August 24, statement was estimated we have adjusted 75% of the excess amount above the averageThe courtesy adjustment is calculated as follows:
Determine average usage by comparing the highest bill with the amount of water used in previous years during the same time period
Adjust 75% of the excess amount above the average (for water and wastewater consumption)
You were charged for 7,gallons on your October 24, billBased on the amount of water you used for the same period in and it averages to 1,gallons
Step from above Historical x 1,Gallons
Same time period last year
Same time period years ago
Average usage (1+2/2)
Usage on high bill
Minus average usage
Difference
75% of difference
Using the steps above, the consumption credited was (*1,gallons) amounting to a credit of $
Sincerely,
*** ***
*** *** ***

July 26,
*** ** ***
*** *** **
*** ** ***
*** *** *** *** *** * *** *** *** ** *** I am in receipt of your inquiry to the Louisville Revdex.com dated, July 21, 2017, regarding you receiving a billing statement for
a property you do not ownThis was corrected when we spoke with you on July 21, I apologize it was not taken care of when you originally called back in MarchSincerely,
*** ***
*** * *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
*** *** ***

*** *** ***,Thanks for contacting us regarding your high bills from previous service at *** * *** *** As discussed in our phone conversations, we have adjusted the two high bills caused by the leak at the property and all of the fees on the account. I sincerely apologize for
your customer service experience and am happy to help when you set up future service with us. Please contact me at *** if there's anything else I can do to help assist with this issue.Sincerely,*** ***Manager, Business Operations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
This does not fix my problem they water co is only taking the last late fee off for one month and the late fees will be applied for every month after that the water company is demanding that I set up auto pay with them through my bank and if I do this they will change the due dateI do not wish to give my bank information or my credit card information to the water company and I don't feel I should have to. My bank is forced to write them a paper check that takes days to reach them and be posted to my accountThe water company does not accept payments electronically from my bank and I should not be charged for this. It seems to me the water company is doing this on purpose in order to charge late fees This is not Fair!!
Regards,
*** ***

Dear *** ***, An account was established by our sister utility, Louisville MSD, by Property Valuation Administration (PVA) research. According to PVA, you are the owner of the property located at *** *** *** (Parcel ***), signed deed dated December 27, 2006, recorded on January 24, (Deed Book ***, Page ***). As the owner of the property you are responsible for paying storm water/drainage charges. Louisville Water Company bills on behalf of MSD and MSD is legally bound to charge this fee as mandated by KRS Statute Chapter 76. Service was disconnected, locked, and plugged on November 19, due to water service being found on without our authorization and due to non-payment of the account. A payment was received on November 25, which paid the account in full. On December 10, at 9:50am we received a phone call from you that originated from 502-836-9790, requesting to start service “at your old house located at *** *** ***, so you can sell the house”. We advised the $activation fee and $deposit and water was turned on the following day. There has been water usage but no payments (water or storm water) have been made on the account. Water service is scheduled to be disconnected and plugged today due to non-payment. Based on the PVA results and the recorded phone call requesting service the charges are legitimate and owed. The balance due as of today is $393.91. Sincerely, *** ***Manager, Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
Thank you, for your response and helping me understand why my bill was higherI really appreciate it! Yes, I most definitely need to set up a payment arrangement!
*** ***

February 22,
*** *** *** *** ***
*** ** ***
*** *** ** ***
*** *** ***
I am in receipt of your inquiry to the Louisville Revdex.com dated February 18, regarding a duplicate payment being process on your account
and the service you received when contacting us
After researching your account you submitted two payments via the website, seconds apart from each other, on February 10, both in the amount of $The payment information was as follows:
Date/Time Amount Confirmation #
02/10// 11:55:PM $+ $fee *** 02/10// 11:55:PM $+ $fee ***
A refund check in the amount of $was requested on February 19, Please allow 7-days to receive the refund check at the above address
I apologize your inquiry was not handled correctly when you contacted us on February 11, which resulted in you having to make a follcallAs a courtesy, I have adjusted all late fees accessed to your account over the past months for a total of $This credit can either be refunded or it will automatically be deducted from your next bill
Sincerely,
*** *** Manager, Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
*** *** ** *** *** *** *** *** *** *** *** *** *** *** ***
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to *** ** *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
*** *** ** *** *** *** *** *** *** *** *** *** *** *** ***
Regards,
*** ***

Dear Mrs***Thank you for bringing this error to our attention. I sincerely apologize for the error and can assure you that we will get the information in our system fixed in a timely manner. Per our conversation yesterday I have notified our external collection agency, The
Affiliated Group, of this issue and they have canceled the placement in their system. They will be sending a letter to you to confirm that this has been corrected. I will call to follwith you once the final correction in our system has taken place as well. In my research I found that neither you nor your husband have a connection to *** *** Avenue and the balance that is owed from that property. Again, I apologize for this error and the inconvenience and worry it has caused. Please don't hesitate to contact me at *** in the meantime if there's anything I can do to assist.Sincerely,*** ***Manager, Business Operations

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Revdex.com:I was told by *** *** that the Louisville Water Company has removed the property we have no connection to from our account and that the records will reflect that we do not owe the money mentioned in the complaintI don't have proof this has taken place, but I will trust that it has unless there is evidence in the future that it has not.Thank you to the Revdex.com for helping us solve this problemWithout your intervention, I doubt solving this problem would have happened this quicklyI was never able to reach anyone who would believe we have no connection to that property or that the LWC could have possibly made a mistakeMs*** could not have been more professional or apologetic about what we were put through
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***