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 $by May 25thI scheduled a payment for that amount the day I received the bill to be paid via ACH on the 25thOn May 12th without any written or verbal notice my water was shut offI made arrangements with LWC for a draft on my banking account for$on May 12th to get my water turned back onMay 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 dayI went to the LWC and paid them $in cash and requested my water be turned onI was told they would try to do it as soon as possibleWater 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 $I was never informed I was in jepordy of a turn off actionThe last bill I received for $was already scheduled to be paid when my water was shut offI have overpaid LWC $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 planI was never given a payment plan to review or agree toThe 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]
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 N Regards, [redacted] ***
[redacted] I am in receipt of your inquiry to the Louisville Revdex.com dated September 14, Through reading your inquiry, there was a lot of activity the last few weeks on your accountOn your bill dated August 11, 2015, you had an amount due of $with a payment due date of September 1, Louisville Water did not receive a payment from you by September 1st nor until up to the time you contacted our Customer Service area on September 14thAfter an approximate two week time period after the due date, if we do not receive payment, it is our standard practice to shut off the water of the customer until payment is madeI know it was inconvenient for you to have your water shut off for non-paymentIn review of the timeliness of when you received your letters from us, I am going to waive and credit your account for the $shutoff fee that we charged you In review of your account, your next water bill is scheduled to be drafted on October 7, You will see the $credit on this bill.If I can be of further assistance, my contact information is provided below Sincerely, [redacted] Director of Customer Service and Business Operations [redacted]
[redacted] RE: [redacted] [redacted] Dear [redacted] ***: I am in receipt of your inquiry to the Louisville Revdex.com dated January 19, regarding high usage and the level of service you received when contacting us [redacted] ***, Customer Service Supervisor, spoke with you on January 21, and advised the repair information needed to review the account for a leak adjustmentAll late fees have been adjusted Our goal is to provide quality service to all of our customers and we failed to execute during our interactions with youWe apologize and appreciate you bringing our attention 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]
[redacted] I apologize for your experience with the Louisville Water Company’s customer serviceWe implemented a new customer care and billing system in late March and recently encountered a billing error within your billing cycle in which bills were estimated when we had obtained regular readingsWhile 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 expectations I have sent your account to our billing department to make the correction on your bill They will send out a corrected bill within the next 5-days Please don't hesitate to contact me at [redacted] or [redacted] if I can be of further assistance Sincerely, [redacted] Manager, Business Operations
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 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###-###-####
[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 resolvedI have also enrolled as suggested in the online pay Regards, [redacted]
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 issueSincerely, [redacted] ***Manager, Business Operations502-569-
May 17, [redacted] Dear [redacted] : I am in receipt of your response to the Louisville Revdex.com complaint filed on May 13, A payment was made in the amount of $via our automated phone system at 10:30pm on 05/15/A confirmation number of [redacted] was providedSince 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/to set up payment arrangements for months, which was done and were reflected on your 01/08/2016, 03/07/2016, and 05/04/billing statements in the amount of $The billing statement dated 05/04/included the following message, “Previous balance is subject to disconnect.” It also reflects the previous balance of $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 $Please allow days to receive the refund check Sincerely, [redacted] Manager, Customer Service
July 20, [redacted] I am in receipt of your inquiry to the Louisville Revdex.com received July 19, regarding the $ [redacted] e charge that was on your May 2, billing statementA credit was issued to your account on July 11, in the amount of $and we have confirmed all [redacted] e services have been cancelled A billing statement was sent on July 1, that does not include any [redacted] chargesA payment in the amount of $was received on July 14, which brings your account to a $balance I apologize for the delay in your credit being processed and appreciate you bringing this to my attentionYou 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 CompanyAs you can imagine in today’s world, Louisville Water takes seriously security identification to protect our customersIt 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/ For your troubles, I am going to credit your account the service activation fee you were charged when we switched the account to your nameYou 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 ###-###-####
March 23, [redacted] RE: Account # [redacted] Dear [redacted] **: I am in receipt of your additional inquiry to the Louisville Revdex.com dated 3-13-regarding the bill and service for account [redacted] Per your conversation on 3-8-with supervisor [redacted] you were made aware of adjustments on the account and that a new bill would be fourth coming however, it would take a few days to process The new bill was sent previously however, I am having a new bill emailed which you will receive early next week Regarding the concern over the calculation of the leak adjustment, Louisville Water takes the year average of the same monthly time frame data to determine a consumer’s average use and then will make the adjustment on any amount over that average When your original leak adjustment was calculated the usage for the current address was used rather than the average for your individual household at your previous address As [redacted] explained an additional adjustment was made based off of your individual household use at the previous address Late fees were reversed as well Please keep in mind with a leak adjustment only a portion of the overage is adjusted, not the total amount which is why your bill will appear higher than previous Additionally at no point in time did Louisville Water advise to turn off the water That was a personal decision and not a directive of Louisville Water as there was no need to turn the water off If you need anything further at this time please advise Sincerely, [redacted] Director – Customer Service
October 11, [redacted] Dear [redacted] : I am in receipt of your inquiry to the Louisville Revdex.com dated October 5, regarding the meter being installed at the address above [redacted] Supervisor - Distributions Ops has spoken to you and advised service will be installed by our contractor on Monday, October 17, Please note weather issues may change this date Sincerely, [redacted] Manager – Customer Service
August 19, [redacted] RE: Account #: [redacted] Dear [redacted] ***: I am in receipt of your inquiry to the Louisville Revdex.com dated, August 15, regarding the meter number listed on your billing statement not matching the meter for your address Your water service was signed up using an incorrect address which caused us to bill for a meter that was not associated with your addressListed below shows the readings and consumption on the meter you were originally billed, versus the meter you should have been billed for Was Billed - Mtr # [redacted] Previous Read Date Current Read Date Reading Usage in 1,gallons 5/8/5/22/5/22/7/27/7/27/9/26/9/26/11/20/11/20/1/26/1/26/3/28/TOTAL Should've Been Billed - Mtr# [redacted] Previous Read Date Current Read Date Reading Usage in 1,gallons 5/8/5/22/5/22/7/27/7/27/9/26/9/26/11/20/11/20/1/26/1/26/3/28/TOTAL As you can see from May 8, – March 28, you were billed for 6,gallons when you only actually used 3,gallonsSince you were overcharged by 3,gallons during this timeframe we adjusted this usage and issued a credit to your account on June 27, in the amount of $ We have only received payments on the account since May As of today, the balance due is $This includes a past due amount of $Any past due balance is subject to disconnection of service Sincerely, [redacted] Manager – Customer Service
[redacted] ** [redacted] I am in receipt of your inquiry to the Louisville Revdex.com dated November 2, regarding payment arrangements on your account [redacted] ***, Customer Service Supervisor, spoke with you today to confirm the payment arrangements made on your account which were also previously emailed to you Sincerely, [redacted] Manager – Customer Service
Tell us why hereDecember 6, [redacted] RE: Account # [redacted] Dear [redacted] ***: I am in receipt of your inquiry to the Louisville Revdex.com dated 12-4-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-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
Dear Ms [redacted] , Thanks for the opportunity to talk to you regarding the issue with the Collection letter you received from Louisville WaterI apologize for the confusion it caused and the time that you've spent resolving the issueAs discussed, we moved a balance over to another account before it was due and you paid it on the original account not long afterWe are moving the credit over and then you will have a $balanceThere is no additional balance that is owed at this timePlease contact me at [redacted] if you should have any additional questions or concernsThanks for your continued business Sincerely, [redacted] Manager, Business Operations
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 Regards, [redacted] While I completely understand policy, you all turned off my water even though a payment was madeYour automated system never gave me a response telling me I had to pay a certain amountAlso your customer service is the worst I have ever seen I hope you do look into the call and listen to itMy suggestion is not to have it on speaker phone as I did let your horrible rep have itAs he wanted to act like he was my parent or something telling me and I quote your mad at us cause you did not pay your water billSounds like this individual needs to find a new jobO and I guess he does not have water to even careYou all are a horrible company I am sure its even a peach to work for you allWhich is maybe why every single rep gave me and my wife attitude except Rene who actually took time to understand the situationMy water is back now no further action is needed, so thank you so much for turning off my waterHaving my father in law to have to wait on his bath aid nurse to give him a bath also my wife not being able to wash her handsAnd now and yes I cant prove it but my [redacted] is now sick because of a virusYou all suck and I hope you all never run into a situation of hard times where you all need someone to cut you a breakIf you do find your self in need of needing a break I hope the per [redacted] to give you that break says ha ha ha nopeIf my water is ever turned off again without notice especially when you take my money we will find our self in this situation again
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 $by May 25thI scheduled a payment for that amount the day I received the bill to be paid via ACH on the 25thOn May 12th without any written or verbal notice my water was shut offI made arrangements with LWC for a draft on my banking account for$on May 12th to get my water turned back onMay 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 dayI went to the LWC and paid them $in cash and requested my water be turned onI was told they would try to do it as soon as possibleWater 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 $I was never informed I was in jepordy of a turn off actionThe last bill I received for $was already scheduled to be paid when my water was shut offI have overpaid LWC $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 planI was never given a payment plan to review or agree toThe 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]
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 N Regards, [redacted] ***
[redacted] I am in receipt of your inquiry to the Louisville Revdex.com dated September 14, Through reading your inquiry, there was a lot of activity the last few weeks on your accountOn your bill dated August 11, 2015, you had an amount due of $with a payment due date of September 1, Louisville Water did not receive a payment from you by September 1st nor until up to the time you contacted our Customer Service area on September 14thAfter an approximate two week time period after the due date, if we do not receive payment, it is our standard practice to shut off the water of the customer until payment is madeI know it was inconvenient for you to have your water shut off for non-paymentIn review of the timeliness of when you received your letters from us, I am going to waive and credit your account for the $shutoff fee that we charged you In review of your account, your next water bill is scheduled to be drafted on October 7, You will see the $credit on this bill.If I can be of further assistance, my contact information is provided below Sincerely, [redacted] Director of Customer Service and Business Operations [redacted]
[redacted] RE: [redacted] [redacted] Dear [redacted] ***: I am in receipt of your inquiry to the Louisville Revdex.com dated January 19, regarding high usage and the level of service you received when contacting us [redacted] ***, Customer Service Supervisor, spoke with you on January 21, and advised the repair information needed to review the account for a leak adjustmentAll late fees have been adjusted Our goal is to provide quality service to all of our customers and we failed to execute during our interactions with youWe apologize and appreciate you bringing our attention 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]
[redacted] I apologize for your experience with the Louisville Water Company’s customer serviceWe implemented a new customer care and billing system in late March and recently encountered a billing error within your billing cycle in which bills were estimated when we had obtained regular readingsWhile 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 expectations I have sent your account to our billing department to make the correction on your bill They will send out a corrected bill within the next 5-days Please don't hesitate to contact me at [redacted] or [redacted] if I can be of further assistance Sincerely, [redacted] Manager, Business Operations
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 documents
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 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###-###-####
[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 resolvedI have also enrolled as suggested in the online pay Regards, [redacted]
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 issueSincerely, [redacted] ***Manager, Business Operations502-569-
May 17, [redacted] Dear [redacted] : I am in receipt of your response to the Louisville Revdex.com complaint filed on May 13, A payment was made in the amount of $via our automated phone system at 10:30pm on 05/15/A confirmation number of [redacted] was providedSince 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/to set up payment arrangements for months, which was done and were reflected on your 01/08/2016, 03/07/2016, and 05/04/billing statements in the amount of $The billing statement dated 05/04/included the following message, “Previous balance is subject to disconnect.” It also reflects the previous balance of $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 $Please allow days to receive the refund check Sincerely, [redacted] Manager, Customer Service
July 20, [redacted] I am in receipt of your inquiry to the Louisville Revdex.com received July 19, regarding the $ [redacted] e charge that was on your May 2, billing statementA credit was issued to your account on July 11, in the amount of $and we have confirmed all [redacted] e services have been cancelled A billing statement was sent on July 1, that does not include any [redacted] chargesA payment in the amount of $was received on July 14, which brings your account to a $balance I apologize for the delay in your credit being processed and appreciate you bringing this to my attentionYou 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 CompanyAs you can imagine in today’s world, Louisville Water takes seriously security identification to protect our customersIt 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/ For your troubles, I am going to credit your account the service activation fee you were charged when we switched the account to your nameYou 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 ###-###-####
March 23, [redacted] RE: Account # [redacted] Dear [redacted] **: I am in receipt of your additional inquiry to the Louisville Revdex.com dated 3-13-regarding the bill and service for account [redacted] Per your conversation on 3-8-with supervisor [redacted] you were made aware of adjustments on the account and that a new bill would be fourth coming however, it would take a few days to process The new bill was sent previously however, I am having a new bill emailed which you will receive early next week Regarding the concern over the calculation of the leak adjustment, Louisville Water takes the year average of the same monthly time frame data to determine a consumer’s average use and then will make the adjustment on any amount over that average When your original leak adjustment was calculated the usage for the current address was used rather than the average for your individual household at your previous address As [redacted] explained an additional adjustment was made based off of your individual household use at the previous address Late fees were reversed as well Please keep in mind with a leak adjustment only a portion of the overage is adjusted, not the total amount which is why your bill will appear higher than previous Additionally at no point in time did Louisville Water advise to turn off the water That was a personal decision and not a directive of Louisville Water as there was no need to turn the water off If you need anything further at this time please advise Sincerely, [redacted] Director – Customer Service
October 11, [redacted] Dear [redacted] : I am in receipt of your inquiry to the Louisville Revdex.com dated October 5, regarding the meter being installed at the address above [redacted] Supervisor - Distributions Ops has spoken to you and advised service will be installed by our contractor on Monday, October 17, Please note weather issues may change this date Sincerely, [redacted] Manager – Customer Service
August 19, [redacted] RE: Account #: [redacted] Dear [redacted] ***: I am in receipt of your inquiry to the Louisville Revdex.com dated, August 15, regarding the meter number listed on your billing statement not matching the meter for your address Your water service was signed up using an incorrect address which caused us to bill for a meter that was not associated with your addressListed below shows the readings and consumption on the meter you were originally billed, versus the meter you should have been billed for Was Billed - Mtr # [redacted] Previous Read Date Current Read Date Reading Usage in 1,gallons 5/8/5/22/5/22/7/27/7/27/9/26/9/26/11/20/11/20/1/26/1/26/3/28/TOTAL Should've Been Billed - Mtr# [redacted] Previous Read Date Current Read Date Reading Usage in 1,gallons 5/8/5/22/5/22/7/27/7/27/9/26/9/26/11/20/11/20/1/26/1/26/3/28/TOTAL As you can see from May 8, – March 28, you were billed for 6,gallons when you only actually used 3,gallonsSince you were overcharged by 3,gallons during this timeframe we adjusted this usage and issued a credit to your account on June 27, in the amount of $ We have only received payments on the account since May As of today, the balance due is $This includes a past due amount of $Any past due balance is subject to disconnection of service Sincerely, [redacted] Manager – Customer Service
[redacted] ** [redacted] I am in receipt of your inquiry to the Louisville Revdex.com dated November 2, regarding payment arrangements on your account [redacted] ***, Customer Service Supervisor, spoke with you today to confirm the payment arrangements made on your account which were also previously emailed to you Sincerely, [redacted] Manager – Customer Service
Tell us why hereDecember 6, [redacted] RE: Account # [redacted] Dear [redacted] ***: I am in receipt of your inquiry to the Louisville Revdex.com dated 12-4-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-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
Dear Ms [redacted] , Thanks for the opportunity to talk to you regarding the issue with the Collection letter you received from Louisville WaterI apologize for the confusion it caused and the time that you've spent resolving the issueAs discussed, we moved a balance over to another account before it was due and you paid it on the original account not long afterWe are moving the credit over and then you will have a $balanceThere is no additional balance that is owed at this timePlease contact me at [redacted] if you should have any additional questions or concernsThanks for your continued business Sincerely, [redacted] Manager, Business Operations
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 Regards, [redacted] While I completely understand policy, you all turned off my water even though a payment was madeYour automated system never gave me a response telling me I had to pay a certain amountAlso your customer service is the worst I have ever seen I hope you do look into the call and listen to itMy suggestion is not to have it on speaker phone as I did let your horrible rep have itAs he wanted to act like he was my parent or something telling me and I quote your mad at us cause you did not pay your water billSounds like this individual needs to find a new jobO and I guess he does not have water to even careYou all are a horrible company I am sure its even a peach to work for you allWhich is maybe why every single rep gave me and my wife attitude except Rene who actually took time to understand the situationMy water is back now no further action is needed, so thank you so much for turning off my waterHaving my father in law to have to wait on his bath aid nurse to give him a bath also my wife not being able to wash her handsAnd now and yes I cant prove it but my [redacted] is now sick because of a virusYou all suck and I hope you all never run into a situation of hard times where you all need someone to cut you a breakIf you do find your self in need of needing a break I hope the per [redacted] to give you that break says ha ha ha nopeIf my water is ever turned off again without notice especially when you take my money we will find our self in this situation again