Northrup Associates, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and would like to make three things clear:1) It took LWC twenty-six days to reread the meter and issue a corrected billing. While I'm sure they would have loved for us to pay their original bill of $496.37, you can perhaps understand why we declined to do so. The fact that LWC can threaten you with disconnection because you don't pay a bogus bill is ridiculous, but Mr. [redacted] offers no rationale for what is clearly a strong-arm tactic they probably employ with great success.2) LWC was not entitled to late fees. It is well-established law that a party may not profit by their own delay. Had they issued a timely re-billing there would have been no "late fees".3) The late fees assessed were calculated by charging 5% of the unpaid balance. $496.37 minus $171.39 times 5% equals $16.25. Since they have conceded that there were never entitled to the $496.37 to start with, they cannot calculate "late fess" on that amount. This interesting maneuver does give you a window on LWC's customer service practices however.It is sad that it takes an attorney to educate the Louisville Water Company on how to treat their customers.Sincerely,[redacted]Attorney at Law [redacted]
Regards,
[redacted]

[redacted]
[redacted]
[redacted]Dear Mr. [redacted]:I am in receipt of your inquiry to the Louisville Revdex.com dated November 16, 2015 regarding payments made on your account.    Two payments were...

posted to your account in the amount of $215.55 on September 29, 2015.  After receiving notification on October 16, 2015 that one of the payments was a duplicate resulting from a communication error from our payment processor, we reversed one of the payments.  In order to credit your account for the additional $215.55 documentation from your bank showing where they paid this amount twice is needed.  You can fax this information to [redacted].      If you need payment assistance, after the September bill of $138.75 is paid, you may apply for a payment extension on the current portion of your bill to your next due date by using our automated phone system or speaking to a customer service representative.  Sincerely,[redacted]Manager – Customer Service

September 15, 2016
[redacted]
[redacted]
[redacted]
RE: Account #: [redacted]
Dear [redacted]:
I am in receipt of an inquiry to the Louisville Revdex.com dated today regarding your water usage on your August 29, 2016...

billing statement.
[redacted], Customer Service Supervisor, spoke with [redacted] today and advised Louisville Water Company provides a courtesy adjustment to our customers when there is a leak found on the customer side and repaired OR if there is unexplained usage and the next billing cycle where usage was registered returns back to “normal”.
We will review your account to see if a courtesy adjustment can be offered once your October 2016 billing statement generates. Please keep in mind if we are able to offer this courtesy adjustment your adjusted bill will still be higher than your normal bill, since the courtesy adjustment is a portion of the excess amount based on your average usage. Courtesy adjustments are limited to no more than two (2) adjusted bills in a twelve (12) month period.
Once your October 2016 billing statement generates [redacted] will contact you.
Sincerely,

[redacted] Manager – Customer Service

[redacted]
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I am in receipt of your inquiry to the Louisville Revdex.com dated January 19, 2016 regarding the $30.00 return check fees assessed to your...

account due to your payments being returned.
[redacted], Remittance Supervisor, left a voicemail to discuss your inquiry on January 19, 2016 but has not heard back from you.
Two payments made via our website were returned due to bank account not found. Anytime a payment is returned a $30.00 return check fee is assessed.
Date               Amount          Bank Account
8/23/2015          158.21          [redacted] 12/23/2015        137.09          [redacted]
Two payments have successfully processed.
Date               Amount          Bank Account
10/9/2015          7.91            [redacted] 1/13/2016          137.09        [redacted]
The last digit of the bank account number, you entered via the website on the payments that were successful is one digit off.

As a courtesy, we have adjusted the return check fees. If information you enter via the website is incorrect going forward we will not be able to make any adjustments to the return check fee.
Sincerely,


[redacted]
Manager – Customer Service

Dear Ms. [redacted],Thank you for your inquiry regarding bills for your water account.  Louisville Water Company did go live with a new billing system in March, but we have been sending out bills for your account in accordance with your bi-monthly billing cycle.  Our bill print vendor...

tracked the bill history for your account and confirmed that each bill was printed and mailed from their facility on time to your [redacted] address.  In addition, I reviewed the billing history in our system due to your concern about billing problems and don't see any notes regarding any billing issues or errors.Please don't hesitate to contact us if you ever have questions regarding when your account has been billed or the balanced owed at any time.  Your next bill date is October 29 and your account bills bi-monthly at the end of the even months.  Please contact me with any further questions or concerns you may have about your account.Sincerely,[redacted]Manager, Business Operations###-###-####

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]
They have not resolved the issue but are working on it. When I receive the final resolution I will accept or reject it. Thank you for your help in this matter.

Dear Ms. [redacted],
Thanks for the opportunity to talk to you regarding the issue with the Collection letter you received from Louisville Water. I apologize for the confusion it caused and the time that you've spent resolving the issue. As discussed, we moved a balance over to another account...

before it was due and you paid it on the original account not long after. We are moving the credit over and then you will have a $0 balance. There is no additional balance that is owed at this time. Please contact me at [redacted] if you should have any additional questions or concerns. Thanks for your continued business.
Sincerely,
[redacted]
Manager, Business Operations

Dear Mrs. [redacted],
I apologize for the inconvenience you've experienced with trying to get this straightened out.  I do see that your husband's name is on the account, but he's listed as the co-responsible while you're listed as the main account holder.  I have just spoken to one of the...

supervisors in our Customer Care department and asked that your husband be listed as the main account holder so that his name will show on the bill, with you listed as co-responsible.  This will allow for the account number to stay the same and for no fees to be charged.  [redacted] in Customer Care will follow up with you once she has completed the change. 
Please let me know if there's anything else I can do to assist with this request. 
Sincerely,
[redacted]
Manager, Business Operations

[redacted]
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[redacted] I am in receipt of your inquiry to the Louisville Revdex.com dated January 12, 2016 regarding the timeframe for the courtesy adjustment to be processed due...

to an underground leak and the level of service you received when contacting us. Louisville Water Company provides a courtesy adjustment to our customers if a leak is found on the customer side and repaired. We have received a copy of the repair receipt from [redacted] and issued a courtesy leak adjustment on January 15, 2016 in the amount of $212.71, which brings your balance due to $232.44. If you need to spread this amount out over the next few months please contact our Customer Service Center at [redacted] and request a payment arrangement. Our goal is to provide quality service to all of our customers and we failed to execute when we spoke with you earlier this month. I apologize and appreciate you bringing this to my attention. You are a valued customer and we appreciate your business. Sincerely,
[redacted] Manager – Customer Service

Dear Mr. [redacted],
 
I apologize for your poor inaugural experience with the Louisville Water Company. As you can imagine in today’s world, Louisville Water takes seriously security identification to protect our customers. It has not or is the intent to give our customers the run...

around.
 
I have confirmed we have all the documentation we require and service has been transferred into your name as of 4/29/15.
 For your troubles, I am going to credit your account the service activation fee you were charged when we switched the account to your name. You will see this reflected on your next bill.
 
Again, I apologize for your first experience with Louisville Water and trust future exchanges are to your satisfaction.
 
Sincerely,
 
[redacted]
Manager, Business Operations
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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]
 
 
[redacted]
I accept Lwc resolution and apology.  Thank you Revdex.com

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.
water have never turn on at my house as requested and  it's has been locked out by Louisville water company.    
Regards,
[redacted]

February 13, 2017
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
I am in receipt of your inquiry to the Louisville Revdex.com, January 26, 2017, regarding the charges listed on this account.
[redacted],...

Customer Service Supervisor, spoke with you on February 11, 2017 and advised after a thorough audit of your account we have confirmed the balance was incorrect. Adjustments have been made and your new balance for the address listed above is $389.29
I apologize for the length of time it took for this to be corrected. You are a valued customer and we appreciate your business.
Sincerely,
[redacted]
[redacted]

[redacted]
[redacted]
[redacted]  [redacted]Dear Mr. [redacted]:I am in receipt of your inquiry to the Louisville Revdex.com dated November 7, 2015 regarding your water usage and the quality of service you received when speaking with us.[redacted],...

Customer Service Supervisor, spoke with you today to discuss your concerns in regards to several higher than normal bills received in March, May, July, and October 2015.  We have completed both regular and special inspections - both results were no leaks found.  The next step is to have the meter tested which is in the process of being scheduled.  Our goal is to provide quality service to all of our customers and we failed to execute when we spoke with you in October.  As a courtesy, we have adjusted the late fees in the amount of $15.64 which will appear on your next statement.  You are a valued customer and we appreciate your business.      Sincerely,
[redacted]Manager – Customer Service

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]. I accept the $45 credit and my attorney will be handling the balance of our damage claim. 
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.I received a bill that said I would have to pay  $505 by May 25th. I scheduled a payment for that amount the day I received the bill to be paid via ACH on the 25th. On May 12th without any written or verbal notice my water was shut off. I made arrangements with LWC for a draft on my banking account for$315 on May 12th to get my water turned back on. May 13th my water had not been turned on and my bank told me they had no record of any ACH transfer being arranged the previous day. I went to the LWC and paid them $315 in cash and requested my water be turned on. I was told they would try to do it as soon as possible. Water service was restored on May 13th around 5PM.Today the bank ACH I authorized on the 12th was put through so they have been paid twice for the same service $630. I was never informed I was in jepordy of a turn off action. The last bill I received for $505 was already scheduled to be paid when my water was shut off. I have overpaid LWC $125 and I have never been given any explaination for their action other than they can shut off water without notice if you're on a payment plan. I was never given a payment plan to review or agree to. The LWC simply feels they can charge what they want, do what they want and not account to anyone for their action simply because they are a utility company owned by the City of Louisville.
[redacted]
Regards,
[redacted]

January 26, 2017
[redacted]
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[redacted]
Dear [redacted]:
I am in receipt of your inquiry to the Louisville Revdex.com, January 23, 2017, regarding services being disconnected and the timeframe to restore once payment was...

received.
We do not have authorization on file, from [redacted], so we cannot provide specific information regarding the account. In general anytime service is disconnected we have until 11:59pm the next business day to restore service.
Our goal is to provide not only quality water but service as well. I apologize you do not feel you received quality service. We will review all call recordings and address any issues found.
Sincerely,
[redacted] Manager – Customer Service

We have reviewed the recorded call dated 12/10/2015 at 9:50am from [redacted] requesting to start service at her old house located at [redacted].  She advised during this phone call she wanted to turn the water back on so she can sell the house.  She was advised of the $30.00 activation fee and $50.00 deposit and water was turned on the following day.  There has been water usage but no payments have been made on the account.   Water service is still active for this address, however you are subject to disconnect due to the past due balance on the account.  If you want to stop water service please contact our office at 583-6610.  The balance due on the account as of today is $348.91 Sincerely, [redacted] Manger, Customer Service

[redacted]
[redacted]
[redacted]
[redacted] I am in receipt of your inquiry to the Louisville Revdex.com dated, July 14, 2017, regarding the timeframe to restore water service. Water service was...

started at the address above on February 4, 2017 and was turned off due to nonpayment on June 27, 2017. The only payment made on this account was on July 14, 2017 in the amount of $276.27. You are not being charged an additional $75.00 deposit. The deposit remains on the account from when you originally requested service in February. If your service is turned off due to nonpayment, once the payment has been received, water service is restored by 11:59 p.m. the following business day. Your payment was received on Friday, July 14, 2017 so we have until Monday, July 17, 2017 to restore service. Our records indicate your service was turned on today at 11:42am. A payment in the amount of $214.50 is due on or before July 28, 2017, otherwise your service will be subject to disconnect. Sincerely, [redacted]
[redacted]