Northrup Associates, Inc.

[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 [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. I have also enrolled as suggested in the online pay.
Regards,
[redacted]

Tell us why here... December 5, 2017 [redacted] [redacted]
[redacted] RE: Account # [redacted] Dear [redacted]: I am in receipt of your inquiry to the Louisville Revdex.com dated 11-27-17 regarding the bill and service at [redacted]....

 Upon review of an account I have made an adjustment of $554.13 leaving you with an outstanding balance of $291.40 due 12-21-17.  Your account is not in danger of turnoff so long as payment is received by 12-21-17.  I do apologize for the issues you have had with this account and I am working to train the staff to avoid these issues in the future.  If you need anything further at this time please advise.  Sincerely, [redacted] Director – Customer Service

Dear Mrs. [redacted]In reviewing your account information, two payments were processed and posted to account# [redacted] on September 2, 2015 in the amount of $101.45 each totaling$202.90.  On September 8, 2015 a refund check request was submitted. In order to expedite your request [redacted]...

[redacted], Customer Care Supervisor, submitted an emergency refund check request on September 10, 2015 in the amount of $103.45 to the Accounts Payable department for processing.  In addition, [redacted] left a voicemail on your daytime phone number [redacted] to see if you would prefer the refund check to be mailed or want to pick it up at the [redacted] location.  Per your request, the refund check in the amount of $103.45 which includes the second $2.50 payment processing fee, was mailed directly to [redacted] on Friday, September 11, 2015.  We apologize for any inconvenience this may have caused due to the technical difficulties you experienced with paying your bill through the [redacted] phone system. Please let us know if we can be of further assistance.  Sincerely,[redacted]Manager, Business Operations[redacted]

Tell us why here... January 19, 2018 [redacted]Louisville, KY 40245 RE: Account # [redacted] Dear [redacted]: I am in receipt of your inquiry to the Louisville Revdex.com dated 1-16-18 regarding the bill and service at [redacted].  Per our email...

exchange on 1-18-18 in which you directly sent me your repair invoice; the account was reviewed and adjustment made as well as canceling the turnoff notice.  The current balance is $325.54 due 2-19-18.    If you need anything further at this time please advise.  Sincerely, [redacted] Director – Customer Service

July 28, 2017
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[redacted] I am in receipt of your inquiry to the Louisville Revdex.com dated, July 18, 2017, regarding the service you received when you called. Our goal is to not...

only provide quality water but service and we failed to execute when we spoke with you. You were provided incorrect information and for that I apologize. Any coaching opportunities identified from your complaint will be addressed with the representatives you spoke with. As a courtesy, I have adjusted late fees on your two most recent billing statements in the amount of $14.16 which will appear on your next statement. Sincerely, [redacted]
[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 have attached a summery of the water bills I have received, starting May of 2015, as you can tell on the excel sheet i received a bill of a amount of 498 for moths of may to january, which does to make sense. I had already payed the months of may to september. I usually give a bigger amount to have credit, which sometimes covers the following bill amount. It was not until January that I noticed I had the incorrect meter number, I did not want to continue to pay till the problem was fixed because there are bills that moths overlap, prices are extremely high, and bills don't add up. I didn't want to make the last payment of 200$, but I was told to pay because either way once the problem was fixed, that money would be credit for the correct balance. There multiple mistakes in the bills, where a payment was made but was not applied. Aslo when I moved to this location in september 2013, the address for water service was [redacted], and the billing address was [redacted] therefore there was no mistake in the address when the store was signed up. In the response, the water company only includes moths may of 2015-january of 2016, this is a problem that has been going on longer than this, and continues to be a problem. Today, Aug, 19, 2016, I called the water company and spoke with [redacted], and requested a copy of the bills since 2013 to this date and the payments of this date, because I want to compare the meter numbers that I have been paying. Once I get it, I can send a copy to you.If there are any questions, call me.Thank you 
Regards,
[redacted]

[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 [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 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]

May 13, 2016
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[redacted]
Dear [redacted]:
I am in receipt of your inquiry to the Louisville Revdex.com dated May 13, 2016, regarding your service being turned off due to non-payment. ...


A courtesy leak adjustment was processed on your account on 11/02/2015 and 12/07/2015 for a total of $682.03. Payment arrangements were placed on the account and reflected on your 01/08/2016, 03/07/2016, and 05/04/2016 billing statement in the amount of $207.49. Full payment each month was not received which is why your service was disconnected.
A payment in the amount of $315.00 was received on 05/12/2016 and another $315.00 payment was received today. Water service will be restored by 11:59pm today. As a courtesy we have adjusted the $45.00 disconnect fee.    
Sincerely,
[redacted]
Manager, Customer Service

Ms. [redacted],Can you please provide the Louisville Water Company account number you are referencing so I can research your concern.Thanks [redacted]Director of Customer Service & Business Operations

February 17, 2017
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I am in receipt of your inquiry to the Louisville Revdex.com, dated today, regarding services being disconnected and the timeframe to restore once...

payment was received.
A review of your account shows a letter was mailed to you on 01/17/17 advising in order for your water service not to be disconnected, we must receive a payment in the amount [redacted] before 01/30/17. If payment was not made by that date, your service will be disconnected and a non-refundable $45.00 non-payment fee will be assessed to your account. A payment in the amount of $150.00 was received on 01/23/17. This left a balance due that was not paid before 01/30/17 which is why your service was disconnected.
A payment in the amount of $189.42 was received on 02/16/17. I have reviewed the calls made from [redacted] where you have spoken to a Customer Service Representative we advised service would be restored by 11:59pm the next business day. Our records indicate your service was restored at 12:54pm today, which is before the 11:59pm timeframe quoted.
Sincerely,
[redacted]
[redacted]

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      [redacted] Dear [redacted] I am in receipt of your inquiry to the Louisville Revdex.com dated January 12,...

2016 regarding water service not being stopped at the address listed above on the date you requested as well as the level of service you received when contacting us. [redacted], Customer Service Supervisor, spoke with you on January 14, 2015 and advised all late fees have been adjusted and your billing statement has been adjusted to reflect usage through 09/10/2015. The current balance as of today is $180.31. 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

March 4, 2016
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RE: Account #: [redacted]
Dear [redacted]:
I am in receipt of an inquiry to the Louisville Revdex.com dated March 3, 2016, regarding your request to change your due date.
In order...

to have a preferred due date, you may set up automated payments via our website, louisivillewater.com. We have not reported you as late to consumer reporting agencies.
We have adjusted the late fee assessed on February 12, 2016 in the amount of $4.33 as a one-time courtesy. The balance of $99.81 is due on or before March 4, 2016.
Sincerely,
[redacted] Manager, Customer Service

Dear Mr. [redacted],Thanks for contacting us regarding the adjustment for your account.  I passed along your message to Call Center Supervisor [redacted].  [redacted] has advised that she spoke with you yesterday and that you will be sending in a letter so that we can process a courtesy leak...

adjustment on the account.  Don't hesitate to contact me if there's anything else we can do to help resolve the issue. Sincerely,[redacted]Manager, Business Operations502-569-3623

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. Since I have been here I have payed the wrong meter number, I am going to look for all the bills to show that I have payed water bills since I moved here
Regards,
[redacted]

November 29, 2016
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RE: Account # [redacted]
Dear [redacted]:
I am in receipt of your inquiry to the Louisville Revdex.com, dated today, regarding your payment being returned.
An electronic payment in...

the amount of $120.00 was made via our website on 11/17/16. This payment was returned to us on 11/26/2016. The return reason was R13 – Invalid ACH routing number RDFI not Qualified to Participate. The routing number entered on 11/17/16 was [redacted]. Upon researching your account the previous electronic check payment using bank account [redacted] was made using routing number [redacted] which is for [redacted].
As a courtesy we have adjusted the $30.00 return check fee. A payment in the amount of $119.70 is due by 11/30/16. If you are having an issue logging into your account via our website please contact us at (502) [redacted]. Customer Service hours of operation are 8am – 6 pm, Monday – Friday.
Sincerely,

[redacted] Manager – Customer Service

May 17, 2016
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Dear [redacted]:
I am in receipt of your response to the Louisville Revdex.com complaint filed on May 13, 2016.
A payment was made in the amount of $315.00 via our automated phone system at 10:30pm on 05/15/2016. A confirmation number of [redacted] was provided. Since this was a check by phone the funds are not immediately withdrawn from your checking account, however the payment was reflected on your Louisville Water account immediately.
A requested was made on 12/03/2015 to set up payment arrangements for 6 months, which was done and were reflected on your 01/08/2016, 03/07/2016, and 05/04/2016 billing statements in the amount of $207.49. The billing statement dated 05/04/2016 included the following message, “Previous balance is subject to disconnect.” It also reflects the previous balance of $424.36. Full payment each month was not received which is why your service was disconnected.
We have requested a refund check be mailed to you at the above address in the amount of $128.66. Please allow 10 days to receive the refund check.
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]

January 31, 2017
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I am in receipt of your inquiry to the Louisville Revdex.com, January 27, 2017, regarding the timeframe for a courtesy leak adjustment credit to be...

posted to your account.
Our records indicate this courtesy adjustment was processed to your account on January 30, 2017. The breakdown of the adjustment is: water $229.36; wastewater $342.16 for a total courtesy credit in the amount of $571.52.
I apologize for the length of time it took for this to be reflected on your account.
[redacted]
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[redacted]

[redacted] I'm not living in this house for over the years and water supply was cut off and lock out by Louisville water company. but I'm still getting bill and collection from this company. They make up account number for my home and keep sending bill which I should not have a account for this home at all. account#[redacted]I want to have this account close and do not send any more bills as It shouldn't. This is the new Bill I received.