Northrup Associates, Inc.

Tell us why here... December 6, 2017 [redacted]
[redacted]
[redacted] RE: Account # [redacted] Dear [redacted]: I am in receipt of your inquiry to the Louisville Revdex.com dated 12-4-17 regarding the bill and service at [redacted].  I do apologize for the...

long wait time you experienced when calling the office, due to the holidays we have experienced much higher than usual call volume.  At approximately 5:00pm on 12-5-17 you spoke with [redacted] regarding the account and it is my understanding everything is now resolved.  If you need anything further at this time please advise.  Sincerely, [redacted] Director – Customer Service

August 25, 2016
[redacted]
[redacted]
[redacted]
[redacted]
RE: Account #: [redacted]
Dear [redacted]:
I am in receipt of your response to the Louisville Revdex.com dated, August 15, 2016 regarding what you have been billed for. [redacted] was originally signed for service on [redacted] on 09/13/2012 and was turned off for non-payment on 09/18/2013. You did not pay for any water or service charges between 09/18/2013 - 05/08/2015 even though water usage occurred. The only thing you were billed for was storm water charges. Louisville Water Company has not back-billed for these charges.
You were signed back up for service on 05/08/2015. Due to an error you were only being charged for waste water and storm water charges. In December 2015, this caused the account to be flagged as “SFO – Service Found On.” Water charges were activated at that time and you were back billed the following on 01/28/2016.
05/08/15 – 01/26/16 Water                    $277.54
11/16/15 – 01/27/16 Storm Water          $57.52
09/26/15 – 01/26/16 Waste Water          $163.47
TOTAL                                                   $453.22
During an audit in April 2016, it was discovered you were being charged for the meter for [redacted] (Mtr # [redacted]) when you should have been charged for the meter at [redacted] (Mtr# [redacted]). From 05/08/2015 – 03/28/2016 you were billed for 6,000 gallons when you only actually used 3,000 gallons. Since you were overcharged by 3,000 gallons during this timeframe we adjusted this usage and issued a credit to your account on 06/27/2016 in the amount of $24.04.

As of today, the balance due is $743.75. This includes a past due amount of $646.98. Any past due balance is subject to disconnection of service.
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], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted]
Regards,
[redacted] I do not pay my water bill times.  I had no problem with water company accepting my payments till around sept of last year.  Since then it has been nothing but a pain. I attempt to pay my water bill online like I always have. I put my debit/cedit info in lile the site requiresThen it says wrong cvv number and you still owe the bill. Assuming you put wrong cvv number in. You put all the info again. And again wrong cvv number.  Then you check online bill and it still hasnt been paid. So you try yet again to pay your bill. Wrong cvv number. Every attempt wrong cvv number but they take the payment and still your water bill hasnt been paid You call on phone (which is a hassle)  they say theres nothing wrong with thier system thats it onmy end something wrong with my bank. And now I have credit with the water company or they can me a check out taking ten days.  In the documents attached I have a screenshot where they gave back 4 payments only to take out 2 payments. Basically I paid water twice again And a screen shot of a post I posted on facebook when it all started. Desribing what happened.  I want them to fix thier wrong cvv problem. Stop charging me multiple times. And give me my money back

etter Business Bureau:
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.
The response does not account for the entire conversation.  I can prove that I did not receive the letter or any phone calls from the company so their notification procedures were not adequate.  Their automated messages don't leave voicemails and we did not revive a letter given when we did receive the next bill, we paid immediately.  This part of the conversation I had with them should be reflected in their response.  This current information only reflect what they said and is missing my part of the conversation.  When that is included, I will accept the response.  
Regards,
[redacted]

March 9, 2017
[redacted]
[redacted]
[redacted]
Re: Billing issue
Dear [redacted]:
I am in receipt of your inquiry to the Louisville Revdex.com, dated March 3, 2017, regarding the balance of your account.   ...


[redacted], sent you information showing where the balance in question was transferred to the bankruptcy account in 2015 and spoke with you about this yesterday.
Should you have any further questions about this bankruptcy account, please [redacted] at ([redacted].
Sincerely,
[redacted] Manager – Customer Service

Dear Mr. [redacted]:
 
I apologize for your experience with the Louisville Water Company’s customer service. We implemented a new customer care and billing system in late March. While we are adjusting to the changes and processing times are longer, it is not an excuse for our team members to...

be unprofessional and unwilling to help our customers. We will make it priority to review whom you interacted with and ensure we provide a teachable moment on our customer service expectations. We continue to make enhancements to our customer service staffing and our customer self-help options online and through our automated phone system in order to serve our customers more efficiently.
 
I appreciate your feedback regarding the lack of confirmation number for your payment.  Regarding the printed confirmation number, I can advise that we are implementing an email confirmation once payment is remitted.  We have been in communication with our support team and will have this executed within the next week.
 
For your payment of $10.15 on 4/22/15, the payment event id is [redacted].  I have attached a document with a screenshot of the payment from our new system.
 
Please don't hesitate to contact me if there's anything I can do to further assist.
 
Sincerely,
 
[redacted]
Manager, Business Operations
[redacted]

November 20, 2017 [redacted]
[redacted]
[redacted] Dear [redacted]
  I am in receipt of your inquiry to the Louisville Revdex.com dated 11-20-17 regarding the bill and service at [redacted] .  I do apologize your...

refund has taken this long however, there is a process in handling refunds so they are not immediate.  I have processed your refund for the over payment and you are due a refund of $215.55.  This refund check will be available between 1pm and 5pm on Wednesday 11-22-17.  You can pick it up at the downtown location at [redacted].  Please see security at the desk and show them a picture id and they will release the check.  If you need anything further at this time please advise.  Sincerely, [redacted]
[redacted]

July 12, 2017 [redacted]
[redacted]
[redacted]
[redacted] I am in receipt of your inquiry to the Louisville Revdex.com dated, July 7, 2017, regarding service starting at the address above and the level of customer...

service you received. I have reviewed all of your phone calls. You called on July 3, 2017 at 1:02pm to start service which was scheduled for July 5, 2017. We did not provide a specific time frame as to when the water would be on as your complaint stated. Our records also indicate you called on July 5, 2017 and we advised the ticket was pending and would be worked by 11:59pm. This ticket was never dispatched to be worked on July 5, 2017 which we are investigating as to why. On July 6, 2017 at 9:14am we arrived at the property to turn your service on, however due to water passing thru the meter when we attempted to turn service on we turned the service back off and left a door tag advising of this. On July 6, 2017, at 1:23pm, you called because water service was not turned on as you requested on July 5, 2017. We created a “rush on” and service was turned on at 2:20pm. At that time we also adjusted the $30.00 service activation fee since your service was not turned on for the date you originally requested. No additional credits will be given. Thank you for your suggestions on ways to improve the level of service we provide. I appreciate the feedback. Sincerely, [redacted]
[redacted]

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 apologize for your poor customer experience with Louisville Water Company and the inconvenience it has caused.  One of our Customer Care Supervisors[redacted], will be reaching out to you today to get a copy of the plumbing invoice so that we can provide it...

internally to our Claims Department to go through the process of reimbursing you for the $125 expense you incurred.  Please don't hesitate to reach out to me at[redacted] if there's anything I can do to help with this process. 
Again, I apologize for the inconvenience and lack of follow through regarding the matter.
 
Sincerely,
[redacted]
Manager, Business Operations

Dear [redacted]:
I am in receipt of your inquiry to the Louisville Revdex.com, dated November 1, 2016, regarding service at the address above.
[redacted], Customer Service Supervisor, Spoke with you on November 3, 2016 and explained due to an error you were not being...

billed for water or waste water, only storm water charges. This was corrected which caused the large bill.
As a courtesy due to our error, we have removed all late fees and the service activation fee. Your new balance as of today is $107.72 due on or before November 21, 2016.
Our goal is to provide quality water and service to all of our customers. When mistakes are identified every effort is made to ensure it does not happen again. You are a valued customer and I appreciate you bringing this matter to my attention.
Sincerely,

[redacted] Manager – Customer Service

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 was never turn on next day or ever and there are no using as Louisville water company said. We were waiting but never have anybody come out can't call customer services always busy keeping on hold for hours. I need paper work and who did said water was turn on and water statements for all the usages that they said.
Regards,
[redacted]

July 20, 2016
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
I am in receipt of your inquiry to the Louisville Revdex.com received July 19, 2016 regarding the $54.94 [redacted]e charge that was on...

your May 2, 2016 billing statement. A credit was issued to your account on July 11, 2016 in the amount of $54.94 and we have confirmed all [redacted]e services have been cancelled.
A billing statement was sent on July 1, 2016 that does not include any [redacted] charges. A payment in the amount of $74.47 was received on July 14, 2016 which brings your account to a $0.00 balance.
I apologize for the delay in your credit being processed and appreciate you bringing this to my attention. You are a valued customer and we appreciate your business.
Sincerely,
[redacted] Manager, Customer Service

Dear Ms. [redacted]
I apologize for the difficulties with your online payment and the inconvenience that resulted.  I have removed the $30 return check fee from your account and it now reflects a $0 balance.  Please let me know if I can be of further assistance.
Sincerely,
[redacted]...


Manager, Business Operations
[redacted]

There is a fifth document, It is the rest of the lease that was sent to them.  You all would only allow me to add 4 documents.

Tell us why here... February 20, 2018
[redacted]
[redacted] RE: Account # [redacted] Dear [redacted]: I am in receipt of your inquiry to the Louisville Revdex.com dated 2-9-18 regarding the bill and service at [redacted]...

[redacted]. On 2-8-18 payment was made on the account to restore service.  Louisville Water policy is to restore service by midnight the following business day.  Service was restored on 2-9-18 at approximately 6pm which falls within policy.   Louisville Water records all phone calls and upon review, you were advised by all representatives you spoke with that the restore would be no later than midnight the following business day.   On 2-9-18 at approximately 1:45 pm you also spoke with a supervisor who advised service would be restored by midnight on 2-9-18.  Your water was restored within the time frame you were given and within Louisville Water policy.   Per you concern for leaks, on 2-7-18 a leak inspection was conducted on your meter and no leaks were found.  If you need anything further at this time please advise.  Sincerely, [redacted] Director – Customer Service

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Dear [redacted]:
I am in receipt of your inquiry to the Louisville Revdex.com dated February 3, 2016 regarding your service being disconnected due to non-payment.
We...

have confirmed your billing statements were processed and mailed to the address above. As of today, we have not received any return mail. You may want to contact your local post office with your concerns of not receiving mail.
You may also want to consider signing up for electronic statements. Simply visit our website, louisvillewater.com, click LINK – View Account and follow the registration steps.
As a one-time courtesy, we have adjusted the $45.00 disconnect fee and the late fee in the amount of $11.34.
You are a valued customer and we appreciate your business.
Sincerely,


[redacted] Manager – Customer Service

December 20, 2017
[redacted] RE: Account # [redacted] Dear [redacted]: I am in receipt of your inquiry to the Louisville Revdex.com dated 12-13-17 regarding the bill and service at [redacted]. It is my understanding that one of our technicians spoke with your...

[redacted] and explained reasons as to why bills may be estimated as there are a variety of reasons depending on the meter location.  The technician did obtain a valid reading so I adjusted your bill to account for the valid reading.  Additionally I waived any late fees associated with the estimated bills.  The new bill total is $183.66.  If you need anything further at this time please advise.  Sincerely, [redacted] Director – Customer Service