June 26, [redacted] RE: Account #: [redacted] Dear [redacted] ***: I am in receipt of your inquiry to the Louisville Revdex.com dated, June 19, 2017, regarding service starting at the address above and the level of customer service you receivedAccording to our records you called on June 13, to start service on June 15, On June 15, at 1:34pm 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 thisOn June 19, you contacted us and we advised the reason we did not leave the water onAnother ticket was opened to start serviceThis ticket was never dispatched to be worked which we are investigating as to whyOn June 23, we spoke with you and created at “rush on” and service was turned on at 3:12pmThank you for your suggestions on ways to improve the level of service we provideAs a courtesy, I have adjusted the $service activation feeSincerely, [redacted] Manager, Customer Service
May 25, [redacted] ** [redacted] RE: Account #: [redacted] Dear [redacted] ***: I am in receipt of your inquiry to the Louisville Revdex.com dated, May 19, 2017, regarding a high bill According to our records on 03/27/you requested a leak payment arrangement on your account for approximately $for the next bills This payment arrangement was set up in the amount of $plus your current charges and appeared on your 04/25/statement No payment was received by the due date of 05/16/which caused the arrangement to break and the entire balance due Your statement dated 02/24/was an estimated read of 4,gallons Since this was an estimated read when we obtained an actual read on 03/29/the meter indicated an additional 115,gallons passed thru the meter Since your 02/24/bill was an estimated reading the usage of 115,gallons occurred between 12/19/- 04/21/ Based on your phone call on 05/19/17, we sent a field representative out to obtain another reading and to check for leaks This was completed on 05/20/and the results found no leaks and 7,gallons had passed thru the meter since our last reading on 04/21/ A special inspection was completed yesterday where a field representative met with you and no leaks were found The reading obtained from the meter indicated an additional 2,gallons used since 05/20/ As you are aware, Louisville Water Company offers a courtesy leak adjustment to assist customers with a high bill resulting from a leak/unexplained usage on their property This courtesy adjustment is limited to no more than two (2) adjusted bills in a twelve (12) month period We previously adjusted bills based on a toilet repair Bill date: 08/29/16; Total: $84.20; Bill date: 10/28/16; Total: $ Since the usage on your 04/25/bill is higher than the 08/29/bill that a courtesy adjustment was made on we have reversed that adjustment and reprocessed the adjustment based on your 04/25/bill Instead of the standard courtesy adjustment of 50% of the excess amount based on your average usage the adjustment for this bill was calculated at 75% due to your 02/24/bill being estimated The adjustment for this bill totaled $ We have also adjusted the late fees which brings the balance due to $ If you need to spread this amount out over the next few bills please contact our customer service center and request a leak payment arrangement Sincerely, [redacted] Manager, Customer Service
August 11, [redacted] RE: Account # [redacted] Dear [redacted] : I am in receipt of your inquiry to the Louisville Revdex.com dated August 7, 2017, regarding the bill and service at [redacted] LaneUpon review of the account the following actions have taken place: · The water at [redacted] Lane was turned off on 8-8-per your request · The bill has been review and adjusted The new bill amount is $· The billing address for [redacted] Lane was changed to [redacted] Drive per your request Sincerely, [redacted] Director – Customer Service
January 6, [redacted] Dear [redacted] : I am in receipt of your inquiry to the Louisville Revdex.com, dated December 29, 2016, regarding the level of customer service you received when we spoke with you on December 27, [redacted] ***, Customer Service Supervisor, spoke with you earlier today regarding your complaintOur 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 on December 27, As a courtesy, I have adjusted the $service activation feeYou are a valued customer and we appreciate your business Sincerely, [redacted] Manager – Customer Service
I am in receipt of an inquiry to the Louisville Revdex.com, dated December 15, 2016, regarding water service at the address above Below is a timeline based on our records: • 7/11/- customer requested water off at the above address o Turn off order placed for 7/14/ • 7/14/– Louisville Water representative turned water off per customer’s request, zero usage • 8/19/- routine meter read detected thousand gallons used and triggered an SFO (service found on - unauthorized - someone other than Louisville Water turned on the water) • 10/16/- routine meter read detected thousand gallons used between 08/19/and 10/16/ • 11/28/- examine for leaks order placedField Representative noted: Underground Leak, customer notifiedMeter read thousand gallons o Based on previous reading this was used between 10/16/and 11/28/ • 11/30/- special inspection to check for leaks at meter scheduled for 12/1/ • 12/1/- special inspection performedField Representative noted: Underground Leak, customer notified, turned off service per customer request o An additional thousand gallons was used between 11/28/and 12/1/ • 12/15/- order placed by Customer Service to turn meter off on 12/7/ • 12/7/– meter turned off o Zero usage between 12/1/and 12/7/ Mr [redacted] has been billed correctly based on the meter readings obtainedLouisville Water turned off water service as requested on 07/14/Someone other than Louisville Water Company turned the water on after we turned it off As a courtesy, we have adjusted his December 15, billing statement as we should have placed a turn off order on 11/28/when he called since service was turned back on by someone other than usThis goodwill credit is in the amount of $We have also adjusted the late fees in the amount of $This leaves a balance due of $ Mr [redacted] can file a report with Louisville Metro Police Department for theft of water between 07/14/and 10/18/If this is done we will need a copy of the police report to review for an adjustmentIf Mr [redacted] decides not to file a police report, and repairs the leak, he may submit the repair info (receipts or invoice for parts purchased) for review of any additional adjustments Sincerely, [redacted] Manager – Customer Service
[redacted] Thank you for bringing this issue to our attention We will definitely work on our end to get to the bottom of it and will follow up with you via telephone so that you do not have to miss work I have entered an order to have a Field Customer Service Rep go back out to check for leaks and get a new reading The reading history for the past several months does appear to be inconsistent with your prior usage patterns Once we have completed the service order we will contact you to let you know the result of our findings in the field I apologize for the time you have had to spend on this issue and the inconvenience it has caused Please don't hesitate ot contact me at [redacted] if there's anything I can do to assist in the meantime Sincerely, [redacted] Manager, Business Operations
Dear Mr [redacted] : I apologize for your experience with the Louisville Water Company’s customer serviceWe implemented a new customer care and billing system in late MarchWhile 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 customersWe will make it priority to review whom you interacted with and ensure we provide a teachable moment on our customer service expectationsWe 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 $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]
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 representative who called me after I filed the complaint with the Revdex.com was not able to solve the problem of the water company being 'inaccessible to its customers' She agreed it was a problem, and that I should call early in the morningI told her that I have called at 8:a.mand still waited over an hour with no one ever answering She then suggested that I try emailing themI told her that in addition to calling and waiting on hold times for over an hour, I had also emailed times and no one ever responded to my email She then agreed that the email responders were also short-staffedMy contention is that the Louisville Water company is suppose to provide its customers goods and service, yet being 'completely inaccessible to its customers' is not the service that people should have to settle forUnfortunately, LWC has a monopoly, is a city agency, and its customers are at the mercy of them Therefore, they don't HAVE to respond to phone calls and emails because they know there is nothing anyone can do about it I find this not only wrong, but inexcusableThe other half of my complaint was the horrific cost of monthly water service For people on fixed income who use very little water, we pay over $per month Even if we are gone for an entire month, our water bill is still $ This just seems out of line - particularly in lieu of the fact that the only way to reach the company is to file a complaint with the Revdex.com The rep who called me after this complaint advised that I could 'suspend' my service for $if I was going to be out of town for an entire month But then, I have the headache of trying to reach LWC to STOP and RESTART my service To summarize my complaint - yes - a rep did contact me after I filed this complaintNo - she was not able to solve the problem of customer service availability and / or the high billing costs for water service Regards, [redacted]
February 13, [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, and advised after a thorough audit of your account we have confirmed the balance was incorrectAdjustments have been made and your new balance for the address listed above is $ I apologize for the length of time it took for this to be correctedYou are a valued customer and we appreciate your business Sincerely, [redacted]
Dear Mrs [redacted] In reviewing your account information, two payments were processed and posted to account# [redacted] on September 2, in the amount of $each totaling$ On September 8, a refund check request was submittedIn order to expedite your request *** ***, Customer Care Supervisor, submitted an emergency refund check request on September 10, in the amount of $to the Accounts Payable department for processing In addition, *** 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 $which includes the second $payment processing fee, was mailed directly to [redacted] on Friday, September 11, We apologize for any inconvenience this may have caused due to the technical difficulties you experienced with paying your bill through the [redacted] phone systemPlease let us know if we can be of further assistance Sincerely, [redacted] ***Manager, Business Operations [redacted]
[redacted] *** [redacted] I am in receipt of your inquiry to the Louisville Revdex.com dated December 8, regarding the misread of your water meter and the timeframe in having it re-read We apologize for this delay On December 11, 2015, we verified the reading for your November 4, billing statement was incorrect We have updated your account and sent a revised November billing statement in the amount of $ A payment in the amount of $was received on December 1, which leaves a balance of $due on/before January 4, Our goal is to provide quality water and service to all of our customers As a courtesy, we have adjusted the late fees in the amount of $16.25.You are a valued customer and we appreciate your business Sincerely, [redacted] Manager – Customer Service
Dear Mr***,This morning I sent the following email in response to your email to me regarding the missing payment I believe this resolves the issue Please don't hesitate to contact me again [redacted] if I can provide further assistance Thanks again for your patience in dealing with this issue.Hi Mr***,Thanks for sending the screenshots; we were able to use them tolocate the missing payment The payment had your old account number on itand went to our unapplied payment account We have transferred thepayment to your account and credited the late charges that were charged inerror At your convenience will you please update your online bankingprofile to the account number [redacted] ? Sorry for the inconvenience andlet me know if I can assist further Thanks!Sincerely, [redacted] ***Manager, Business Operations
February 17, [redacted] 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/advising in order for your water service not to be disconnected, we must receive a payment in the amount [redacted] before 01/30/If payment was not made by that date, your service will be disconnected and a non-refundable $non-payment fee will be assessed to your accountA payment in the amount of $was received on 01/23/This left a balance due that was not paid before 01/30/which is why your service was disconnected A payment in the amount of $was received on 02/16/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 dayOur records indicate your service was restored at 12:54pm today, which is before the 11:59pm timeframe quoted Sincerely, [redacted]
[See attachment] 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]
Dear Ms [redacted] I apologize for the difficulties experienced in dealing with our payment system Our records show that the payment that was returned due to "unable to locate account" was made through our free electronic check option online This payment was returned by our bank due to the account number being entered incorrectly There is a validation of the routing number in this process, but unfortunately the system is not able to validate whether the account number is entered correctly The second payment made via phone with the $convenience charge was successful I have removed the $returned item fee as a courtesy for the time and inconvenience experienced in dealing with this situation Please don't hesitate to contact me if you have any questions or concerns about our payment options or any other matter Sincerely, [redacted] Manager, Business Operations ###-###-####
December 20, [redacted] RE: Account # [redacted] Dear [redacted] : I am in receipt of your inquiry to the Louisville Revdex.com dated 12-13-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 $ If you need anything further at this time please advise Sincerely, [redacted] Director – 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 [redacted] ***i have an email stating that it was in fact the water company’s leak with my district councilmen copiesThis same person is the one that even had my account investigated and creditedSo I am not sure why you think that the leak was on my side when it was notI have copies of this email if need be Regards, [redacted] ***
September 19, [redacted] Dear [redacted] : I am in receipt of your inquiry to the Louisville Revdex.com dated today regarding the information you were provided when you called to start service Water service was turned off on 09/19/16, per the previous occupant of the propertyIf you call prior to 12pm (noon), we can schedule your service to be turned on by 11:59pm the next business dayIf you call after 12pm (noon), service is scheduled by 11:59pm within two business days You were advised an outstanding balance of $needed to be paid before we could start your serviceThis information provided was incorrect as it belongs to a different customer with a similar nameI apologize for the incorrect information being provided to you As a courtesy, since you were given incorrect information, we have scheduled to have your service turned on todayUnfortunately, we are unable to give a specific time but it will be before 11:59pm Our goal is to provide quality water and service to all of our customersWhen mistakes are identified every effort is made to ensure it does not happen againYou are a valued customer and I appreciate you bringing this matter to my attention Sincerely, [redacted] Manager – Customer Service
Tell us why hereDecember 5, [redacted] RE: Account # [redacted] Dear [redacted] ***: I am in receipt of your inquiry to the Louisville Revdex.com dated 11-27-regarding the bill and service at [redacted] *** Upon review of an account I have made an adjustment of $leaving you with an outstanding balance of $due 12-21- Your account is not in danger of turnoff so long as payment is received by 12-21- 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
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 do not think this is a fair settlementYou are asking me to pay $for months of service? This does not sound correct to meThis should be much lower than $I have made costly upgrades to my plumbing and washing equipment to try to reduce this billMultiple times in the last years I have asked the water company to look at why my bill was so high, the first time they stuck a note on my door and replied they rechecked the meterI was home and sitting next to the door and find it hard to believe they did anythingYou wanted me to pay a $late charge for my bill? What about my late charge for having a plumber check your leak that you assured me was on my side of pipe? I was out $for months during the holidaysNot to mention the several times I have had to call your customer service (over times now) sit on hold for plus minutes only for them to tell me someone would call me from adjustments and never get a response? Only now that I have made a complaint through the Revdex.com you have chosen to resolve this matterI need a more realistic bill in writing sent to my address Regards, [redacted]
June 26, [redacted] RE: Account #: [redacted] Dear [redacted] ***: I am in receipt of your inquiry to the Louisville Revdex.com dated, June 19, 2017, regarding service starting at the address above and the level of customer service you receivedAccording to our records you called on June 13, to start service on June 15, On June 15, at 1:34pm 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 thisOn June 19, you contacted us and we advised the reason we did not leave the water onAnother ticket was opened to start serviceThis ticket was never dispatched to be worked which we are investigating as to whyOn June 23, we spoke with you and created at “rush on” and service was turned on at 3:12pmThank you for your suggestions on ways to improve the level of service we provideAs a courtesy, I have adjusted the $service activation feeSincerely, [redacted] Manager, Customer Service
May 25, [redacted] ** [redacted] RE: Account #: [redacted] Dear [redacted] ***: I am in receipt of your inquiry to the Louisville Revdex.com dated, May 19, 2017, regarding a high bill According to our records on 03/27/you requested a leak payment arrangement on your account for approximately $for the next bills This payment arrangement was set up in the amount of $plus your current charges and appeared on your 04/25/statement No payment was received by the due date of 05/16/which caused the arrangement to break and the entire balance due Your statement dated 02/24/was an estimated read of 4,gallons Since this was an estimated read when we obtained an actual read on 03/29/the meter indicated an additional 115,gallons passed thru the meter Since your 02/24/bill was an estimated reading the usage of 115,gallons occurred between 12/19/- 04/21/ Based on your phone call on 05/19/17, we sent a field representative out to obtain another reading and to check for leaks This was completed on 05/20/and the results found no leaks and 7,gallons had passed thru the meter since our last reading on 04/21/ A special inspection was completed yesterday where a field representative met with you and no leaks were found The reading obtained from the meter indicated an additional 2,gallons used since 05/20/ As you are aware, Louisville Water Company offers a courtesy leak adjustment to assist customers with a high bill resulting from a leak/unexplained usage on their property This courtesy adjustment is limited to no more than two (2) adjusted bills in a twelve (12) month period We previously adjusted bills based on a toilet repair Bill date: 08/29/16; Total: $84.20; Bill date: 10/28/16; Total: $ Since the usage on your 04/25/bill is higher than the 08/29/bill that a courtesy adjustment was made on we have reversed that adjustment and reprocessed the adjustment based on your 04/25/bill Instead of the standard courtesy adjustment of 50% of the excess amount based on your average usage the adjustment for this bill was calculated at 75% due to your 02/24/bill being estimated The adjustment for this bill totaled $ We have also adjusted the late fees which brings the balance due to $ If you need to spread this amount out over the next few bills please contact our customer service center and request a leak payment arrangement Sincerely, [redacted] Manager, Customer Service
August 11, [redacted] RE: Account # [redacted] Dear [redacted] : I am in receipt of your inquiry to the Louisville Revdex.com dated August 7, 2017, regarding the bill and service at [redacted] LaneUpon review of the account the following actions have taken place: · The water at [redacted] Lane was turned off on 8-8-per your request · The bill has been review and adjusted The new bill amount is $· The billing address for [redacted] Lane was changed to [redacted] Drive per your request Sincerely, [redacted] Director – Customer Service
January 6, [redacted] Dear [redacted] : I am in receipt of your inquiry to the Louisville Revdex.com, dated December 29, 2016, regarding the level of customer service you received when we spoke with you on December 27, [redacted] ***, Customer Service Supervisor, spoke with you earlier today regarding your complaintOur 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 on December 27, As a courtesy, I have adjusted the $service activation feeYou are a valued customer and we appreciate your business Sincerely, [redacted] Manager – Customer Service
I am in receipt of an inquiry to the Louisville Revdex.com, dated December 15, 2016, regarding water service at the address above Below is a timeline based on our records: • 7/11/- customer requested water off at the above address o Turn off order placed for 7/14/ • 7/14/– Louisville Water representative turned water off per customer’s request, zero usage • 8/19/- routine meter read detected thousand gallons used and triggered an SFO (service found on - unauthorized - someone other than Louisville Water turned on the water) • 10/16/- routine meter read detected thousand gallons used between 08/19/and 10/16/ • 11/28/- examine for leaks order placedField Representative noted: Underground Leak, customer notifiedMeter read thousand gallons o Based on previous reading this was used between 10/16/and 11/28/ • 11/30/- special inspection to check for leaks at meter scheduled for 12/1/ • 12/1/- special inspection performedField Representative noted: Underground Leak, customer notified, turned off service per customer request o An additional thousand gallons was used between 11/28/and 12/1/ • 12/15/- order placed by Customer Service to turn meter off on 12/7/ • 12/7/– meter turned off o Zero usage between 12/1/and 12/7/ Mr [redacted] has been billed correctly based on the meter readings obtainedLouisville Water turned off water service as requested on 07/14/Someone other than Louisville Water Company turned the water on after we turned it off As a courtesy, we have adjusted his December 15, billing statement as we should have placed a turn off order on 11/28/when he called since service was turned back on by someone other than usThis goodwill credit is in the amount of $We have also adjusted the late fees in the amount of $This leaves a balance due of $ Mr [redacted] can file a report with Louisville Metro Police Department for theft of water between 07/14/and 10/18/If this is done we will need a copy of the police report to review for an adjustmentIf Mr [redacted] decides not to file a police report, and repairs the leak, he may submit the repair info (receipts or invoice for parts purchased) for review of any additional adjustments Sincerely, [redacted] Manager – Customer Service
[redacted] Thank you for bringing this issue to our attention We will definitely work on our end to get to the bottom of it and will follow up with you via telephone so that you do not have to miss work I have entered an order to have a Field Customer Service Rep go back out to check for leaks and get a new reading The reading history for the past several months does appear to be inconsistent with your prior usage patterns Once we have completed the service order we will contact you to let you know the result of our findings in the field I apologize for the time you have had to spend on this issue and the inconvenience it has caused Please don't hesitate ot contact me at [redacted] if there's anything I can do to assist in the meantime Sincerely, [redacted] Manager, Business Operations
Dear Mr [redacted] : I apologize for your experience with the Louisville Water Company’s customer serviceWe implemented a new customer care and billing system in late MarchWhile 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 customersWe will make it priority to review whom you interacted with and ensure we provide a teachable moment on our customer service expectationsWe 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 $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]
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 representative who called me after I filed the complaint with the Revdex.com was not able to solve the problem of the water company being 'inaccessible to its customers' She agreed it was a problem, and that I should call early in the morningI told her that I have called at 8:a.mand still waited over an hour with no one ever answering She then suggested that I try emailing themI told her that in addition to calling and waiting on hold times for over an hour, I had also emailed times and no one ever responded to my email She then agreed that the email responders were also short-staffedMy contention is that the Louisville Water company is suppose to provide its customers goods and service, yet being 'completely inaccessible to its customers' is not the service that people should have to settle forUnfortunately, LWC has a monopoly, is a city agency, and its customers are at the mercy of them Therefore, they don't HAVE to respond to phone calls and emails because they know there is nothing anyone can do about it I find this not only wrong, but inexcusableThe other half of my complaint was the horrific cost of monthly water service For people on fixed income who use very little water, we pay over $per month Even if we are gone for an entire month, our water bill is still $ This just seems out of line - particularly in lieu of the fact that the only way to reach the company is to file a complaint with the Revdex.com The rep who called me after this complaint advised that I could 'suspend' my service for $if I was going to be out of town for an entire month But then, I have the headache of trying to reach LWC to STOP and RESTART my service To summarize my complaint - yes - a rep did contact me after I filed this complaintNo - she was not able to solve the problem of customer service availability and / or the high billing costs for water service Regards, [redacted]
February 13, [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, and advised after a thorough audit of your account we have confirmed the balance was incorrectAdjustments have been made and your new balance for the address listed above is $ I apologize for the length of time it took for this to be correctedYou are a valued customer and we appreciate your business Sincerely, [redacted]
Dear Mrs [redacted] In reviewing your account information, two payments were processed and posted to account# [redacted] on September 2, in the amount of $each totaling$ On September 8, a refund check request was submittedIn order to expedite your request *** ***, Customer Care Supervisor, submitted an emergency refund check request on September 10, in the amount of $to the Accounts Payable department for processing In addition, *** 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 $which includes the second $payment processing fee, was mailed directly to [redacted] on Friday, September 11, We apologize for any inconvenience this may have caused due to the technical difficulties you experienced with paying your bill through the [redacted] phone systemPlease let us know if we can be of further assistance Sincerely, [redacted] ***Manager, Business Operations [redacted]
[redacted] *** [redacted] I am in receipt of your inquiry to the Louisville Revdex.com dated December 8, regarding the misread of your water meter and the timeframe in having it re-read We apologize for this delay On December 11, 2015, we verified the reading for your November 4, billing statement was incorrect We have updated your account and sent a revised November billing statement in the amount of $ A payment in the amount of $was received on December 1, which leaves a balance of $due on/before January 4, Our goal is to provide quality water and service to all of our customers As a courtesy, we have adjusted the late fees in the amount of $16.25.You are a valued customer and we appreciate your business Sincerely, [redacted] Manager – Customer Service
Dear Mr***,This morning I sent the following email in response to your email to me regarding the missing payment I believe this resolves the issue Please don't hesitate to contact me again [redacted] if I can provide further assistance Thanks again for your patience in dealing with this issue.Hi Mr***,Thanks for sending the screenshots; we were able to use them tolocate the missing payment The payment had your old account number on itand went to our unapplied payment account We have transferred thepayment to your account and credited the late charges that were charged inerror At your convenience will you please update your online bankingprofile to the account number [redacted] ? Sorry for the inconvenience andlet me know if I can assist further Thanks!Sincerely, [redacted] ***Manager, Business Operations
February 17, [redacted] 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/advising in order for your water service not to be disconnected, we must receive a payment in the amount [redacted] before 01/30/If payment was not made by that date, your service will be disconnected and a non-refundable $non-payment fee will be assessed to your accountA payment in the amount of $was received on 01/23/This left a balance due that was not paid before 01/30/which is why your service was disconnected A payment in the amount of $was received on 02/16/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 dayOur records indicate your service was restored at 12:54pm today, which is before the 11:59pm timeframe quoted Sincerely, [redacted]
[See attachment] 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]
Dear Ms [redacted] I apologize for the difficulties experienced in dealing with our payment system Our records show that the payment that was returned due to "unable to locate account" was made through our free electronic check option online This payment was returned by our bank due to the account number being entered incorrectly There is a validation of the routing number in this process, but unfortunately the system is not able to validate whether the account number is entered correctly The second payment made via phone with the $convenience charge was successful I have removed the $returned item fee as a courtesy for the time and inconvenience experienced in dealing with this situation Please don't hesitate to contact me if you have any questions or concerns about our payment options or any other matter Sincerely, [redacted] Manager, Business Operations ###-###-####
December 20, [redacted] RE: Account # [redacted] Dear [redacted] : I am in receipt of your inquiry to the Louisville Revdex.com dated 12-13-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 $ If you need anything further at this time please advise Sincerely, [redacted] Director – 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 [redacted] ***i have an email stating that it was in fact the water company’s leak with my district councilmen copiesThis same person is the one that even had my account investigated and creditedSo I am not sure why you think that the leak was on my side when it was notI have copies of this email if need be Regards, [redacted] ***
September 19, [redacted] Dear [redacted] : I am in receipt of your inquiry to the Louisville Revdex.com dated today regarding the information you were provided when you called to start service Water service was turned off on 09/19/16, per the previous occupant of the propertyIf you call prior to 12pm (noon), we can schedule your service to be turned on by 11:59pm the next business dayIf you call after 12pm (noon), service is scheduled by 11:59pm within two business days You were advised an outstanding balance of $needed to be paid before we could start your serviceThis information provided was incorrect as it belongs to a different customer with a similar nameI apologize for the incorrect information being provided to you As a courtesy, since you were given incorrect information, we have scheduled to have your service turned on todayUnfortunately, we are unable to give a specific time but it will be before 11:59pm Our goal is to provide quality water and service to all of our customersWhen mistakes are identified every effort is made to ensure it does not happen againYou are a valued customer and I appreciate you bringing this matter to my attention Sincerely, [redacted] Manager – Customer Service
Tell us why hereDecember 5, [redacted] RE: Account # [redacted] Dear [redacted] ***: I am in receipt of your inquiry to the Louisville Revdex.com dated 11-27-regarding the bill and service at [redacted] *** Upon review of an account I have made an adjustment of $leaving you with an outstanding balance of $due 12-21- Your account is not in danger of turnoff so long as payment is received by 12-21- 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
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 do not think this is a fair settlementYou are asking me to pay $for months of service? This does not sound correct to meThis should be much lower than $I have made costly upgrades to my plumbing and washing equipment to try to reduce this billMultiple times in the last years I have asked the water company to look at why my bill was so high, the first time they stuck a note on my door and replied they rechecked the meterI was home and sitting next to the door and find it hard to believe they did anythingYou wanted me to pay a $late charge for my bill? What about my late charge for having a plumber check your leak that you assured me was on my side of pipe? I was out $for months during the holidaysNot to mention the several times I have had to call your customer service (over times now) sit on hold for plus minutes only for them to tell me someone would call me from adjustments and never get a response? Only now that I have made a complaint through the Revdex.com you have chosen to resolve this matterI need a more realistic bill in writing sent to my address Regards, [redacted]