Kentucky American Water
Reviews and Complaints

nobody has read my meter for a year these [censored]! have been guessing my bill for year! now i have an 185.14 bill due the 10 of NOVEMBER! YOU PEOPLE SUCK! YOU SHOULD NOT BE [censored]ING ABLE TO GUESS A [censored]ING BILL! THIS IS YOUR JOB! YOU ARE DEAD WRONG! I HAVE NO PAST BILL AT ALL! I PAY MY BILS THE FIRST WEEK OF EVERY MONTH!

11/09/2023 FOLLOW UP NOTHING HAS CHANGED EVEN THOUGH I WAS PROMISED AN ADUSTMENT!

Kentucky American Water is the worst! Their customer service is a joke. I called them for help with my bill, but they couldn't care less. They didn't do anything to assist me. And get this, they actually hung up on me not once, but twice! Can you believe it? It's just plain rude.

Kentucky American Water has the worst customer service on earth. They have the most insensible ways of running business. Makes no sense at all! They don't even have anywhere to file a complaint. I have never been so disgusted in a utility company in my entire life. They really took my payment, then I couldn't get in contact for 7 hours with anyone to set the order to have my services restored. Was told there's just nothing that can done. In the middle of a pandemic. I'm so disgusted with them! I wish to God there was another water company I could go through!

Lies! I got insurance on my indoor plumbing, ya know? So, when I had a water leak, I tried to file a claim. I talked to a couple of different folks, and they wouldn't even let me file the claim until I knew exactly what the problem was. I mean, come on! I thought American water would send a contractor over, but nope, not happening. So, I had to hire a plumber myself, and he replaced them pipes. And guess what? It cost me some serious cash, man! That should've been covered by my insurance plan, you know? I've been shelling out money for insurance, and I still had to pay for the repairs outta my own pocket. And now, I can't even get a hold of anyone to get my money back. Can you believe it?

I've been calling about my bill for 5 months now, for 5 bills, on multiple occasions 'cause they weren't reading the meter. Finally, they sent someone out after 4 months and said the meter was okay. Next bill, I got a credit. Haha. Called them again and had to get nasty for them to understand that I've never had a credit in 20 years, nor have I had a bill for $29. Finally, they pulled the meter and hit me with a $399 water bill. This place is a joke. My past bills clearly show my usage. If they ain't smart enough to figure out something so simple by looking at my previous usage, then they're just wasting oxygen. They've clearly wasted what God gave 'em between their ears. One sorry company.

I can't seem to fix the ongoing problem of getting my bills on time to pay without getting charged a late fee. I've tried to sort it out with the company, but they haven't been able to help. The customer service when I call the call center is really bad, and the company makes it really difficult to talk about my problem and find a solution.

$1000 water bill on vacant house with no leaks for the period of 1 month. I got a $1000 water bill for my empty house that I'm trying to sell. The bill is for February. I called Kentucky American Water Company (KAWC) about this issue, but they didn't do anything and said it's my responsibility. I get it if there are leaks from my house, but there are absolutely no leaks.

The American Waters company has been denying me access to my account since 12/31. I just got a new apartment on this date and ever since then they have been denying me access to my account online and through phone. Every attempt I have made to deal with this issue has been ignored or I have been hung up on. They need to give me access to my account so that I may pay my bills on time, fix any mistakes made to my bill between the apartment complex "resort @ lake crossings" and American Waters (service started 1/6/22 - late (account#XXXXXXXXXXXX)). Also, someone needs to check them, they are very unprofessional. Thank you very much.

Jackson County is grouped in with other counties that have a bigger and more prosperous tax base. They are in the Central and Southern Division, which includes Bourbon, Clark, Fayette, Harrison, Jackson, Jessamine, Nicholas, Rockcastle, Scott, and Woodford counties. For example, the median income for Lexington is $30,974, for Georgetown $33,845, Paris $23,895, and for McKee (where I live), it's only $11,998. The price of $2,174 is just over 18% of the median yearly income for Jackson County. And on top of that, there's an extra cost of $37.30 that they'll keep charging forever. I think these fees are unfair and excessive. Kentucky American Water has a monopoly, so I don't have any other choice for my water supply.

Had a water line leak on March 12, which happened to be the due date for my bill. I was hoping that Kentucky American Water would adjust my bill of $135.77 for the usage of 19,300 gallons. Normally, I only use around 4,000-5,000 gallons, resulting in a bill of $40-$60. However, they refused to make any adjustments.

To resolve the issue, I took matters into my own hands. I managed to locate the leak and asked my son to fix it. Luckily, I had a couple of spare compression fittings from when I had a new PEX line installed from the meter to my house about a year ago. Unfortunately, I don't have a fresh receipt to show Kentucky American Water as proof.

The fitting on the line was a ribbed plastic fitting with two screwdriver clamps. It turned out that the clamps were loose, causing the PEX line to break and water to spew out. My son simply cut off the damaged section of the line and replaced the compression fitting. Thankfully, the leak is now fixed and everything is back to normal. It only took us about 30 minutes to complete the repair.

Interestingly, I do have water line insurance from another provider, which was mentioned in a letter sent to me by Kentucky American Water.

My water bill went up when the sewer was being repaired because of water causing foundation issues in nearby homes. During that time, the toilet had low water pressure. We called maintenance and discovered a toilet leak, which we promptly fixed. Shortly after, we received a bill for $190 from the water company. We paid it, expecting our next bill to be lower. However, our bill unexpectedly jumped to $350, even though the leak had been fixed. We had maintenance come to our house to check for other leaks, but they found none. We also had the water company inspect for leaks outside and check the meter. Once again, no leaks were found. We felt that we were overcharged and that the water company was trying to take advantage of us.

sold a property at *** Court on January 12, 2022. The final read of her water bill showed a use of 127,160 gallons of water in a 24 hour period and she was billed $852.55. Her use in the prior month was only 748 gallons so we think that the meter was incorrectly read. Two realtors who were involved in the sale of the house were on the premises on January 11 and noted no water leaks or water running. We contacted the water company in early January and were told by the phone representative that a supervisor would be contacting us. We have not heard anything from the water company. We would like your help in resolving this matter. We also received a Sanitary Sewer Bill from LexServ for $998.31 based on the incorrect reading of the water meter. Please let us know if we should file a separate complaint for LexServ. Thank you for your help!

I can't disable my account, and they've taken money out to pay for the current tenants bills 4 months in a row. The line is always busy as well. I lived in a duplex last semester with three friends. We ended up adding a new roommate and needed an extra room. Once we moved out I was told that the housing company took the water bill back under their name but I've been charged 4 times since for water I am not using. Not to mention the fact that I'm paying for the same services in my new address. It's starting to pile up with reoccurring charges that I can't offered as a college student. With the COVID quarantine once again looming over us, I fear that this may not end as I have no means of contacting the company and the online interface is grotesque and near impossible to navigate. All in all American water is taking away one of my innate American rights. The right to pursuit of happiness.

Review:
I can't disable my account, and they've taken money out to pay for the current tenants bills 4 months in a row. The line is always busy as well. I lived in a duplex last semester with three friends. We ended up adding a new roommate and needed an extra room. Once we moved out I was told that the housing company took the water bill back under their name but I've been charged 4 times since for water I am not using. Not to mention the fact that I'm paying for the same services in my new address. It's starting to pile up with reoccurring charges that I can't offered as a college student. With the COVID quarantine once again looming over us, I fear that this may not end as I have no means of contacting the company and the online interface is grotesque and near impossible to navigate. All in all American water is taking away one of my innate American rights. The right to pursuit of happiness.

I moved out of a rental property on July 30th. After almost 10 years of renting, I was finally able to buy a house. The move-out was scheduled for August 1st, and I requested a new service for my new address. I called to cancel my previous service at my old address, but the closest available appointment was on September 2nd. I called multiple times, and they always said the same thing: "We don't have any available crew for an earlier disconnection. I can call you if someone cancels or if we have availability." Well, they finally disconnected the service on September 2nd, and now I'm stuck paying for a service on a property I moved out of 30 days ago. When I called to ask for an explanation, conveniently, there's no record of my previous calls, only the "disconnection" request from August 24th. They charged me $39.03 for 10 days of service that I had to pay because they didn't have enough competent crews available for the disconnection as I had requested.

Why is this company rated A+ with the ComplaintsBoard.com when on every other platform they have under a 2-star rating? My water was cut off after work today and I've been sitting up all night covered in rock dust and chemical powder because I can't take a shower. Basically, I'm rocking back and forth, getting ready to blow a top. I finally got through to customer service by reporting a water leak, during which they told me that they had never billed me and it was their fault. If I agreed to back pay back to September, they would turn it back on, perhaps as early as sometime tomorrow. I've never received a bill, late notice, or disconnect notice. I called once to see why but was on hold for over an hour and just hung up and googled that some water companies bill every three months, so I thought that was it. I can't use the online portal or customer service or anything because I don't have an account number since I've never received a bill in over two months, and now I'm going without water after working a 90-hour week. My wife and kids are here too. I need my water cut back on immediately. I need $400 credited to my account for an additional day I will have to take off of work, $100 for carryout and buying drinks, $100 for a laundry service to get us caught back up, and whatever it costs for a plumber to come out and deal with toilets in a house with 2 adults and 3 kids that won't flush. Plus additional for the hassle. Also, my water was cut off without notice, so I'm pretty sure that's a federal crime. I will need to know specifically who will be serving time and make sure fines are implemented, etc. And the meter will need to be welded shut after my water is connected. I'm willing to do that part for free.

American Water cut off my water, by their own error. It took over 12 hours to get it back on. Several poorly trained employees made the problem worse. On Monday, December 28, my water was cut off all day, over 12 hours, from approximately 9am to 9pm. When I called American Water, and waited over an hour on the phone, I was told it was a mistake, and someone would be out soon to turn it back on. After waiting several hours I called back only to find out the first employee put in an order to have it turned back on the next day. I finally got an emergency order put in. It still took over 12 hours. The week before, my roommate and I called to transfer the service from his name to my name. They call this an account "marriage." The employee we spoke to last week barely spoke English. She had my name wrong, email wrong, and put in a stop order. Not a marriage order. She simply did not have the required English language skills to handle my phone call, and a very simple request. To top it off, the employees I spoke to on Monday did not adequately handle the situation until I called repeatedly. It took several demands to speak to a manager to get the emergency order in place. Had they handled it properly, it could have been turned on much sooner. I am very frustrated by the lack of responsibility. Water is an essential commodity, a disconnection should be taken seriously. American Water refuses to credit my account a single dollar. They initially were going to charge me the $28 reconnection fee, but I finally got that credited. I do not feel they have done enough to take responsibility for the fact that my family went without water all day. The problem was exacerbated by poor training, and extremely long wait times. It should not take over an hour just to get through to ask why you disconnected my water. A "manager" I spoke to, and who refused to credit my account, also would not give me her full name. Her badge number was XXXXXX.

I got my bill at the end of August and it said we used 32,164 gallons of water. I was worried we had a leak, so I called a plumber. The plumber came and didn't find any leaks. Then we got an estimate to retile the bathroom, so we called another plumber for a second opinion. The second plumber also said there were no leaks. So I called the water company to dispute the bill because we never used that much water, even when we had a pool. Normally, we use around 1300 gallons a month. When I called customer service, they sent someone to check the meter 14 days later. A week after that, I got a letter saying they verified the meter reading and the bill was correct. I called again and spoke to Josh at the local office. He said he would send someone to change the meter. They came on Monday to change the meter. The next day, Josh called and said the reading was correct. They couldn't figure out the daily usage or the past usage, but they could confirm the meter was working by running water through it. I asked if I could talk to someone else because I felt like Josh didn't care about the situation. He said I could do an installment plan, but we don't need that. We need to know where over 32,000 gallons of water went. No one else can investigate except the public commissions who will just check the meter. They said maybe the previous month was estimated, so this bill is for two months. Even then, it's still a lot of water. I'm worried about my community. Are we being scammed? Why are we responsible for a meter that doesn't show the past history when it's supposed to? We always have a credit. Did they think we wouldn't notice? What about seniors on a fixed income?

I've been charged a balance from 2019, but I've paid every month. I got a letter saying that in September , my meter was broken for a few months, so now I have to pay more because they didn't charge me correctly. It took them almost a year to realize the meter was broken, which isn't fair for me to be charged for. I paid the bill they sent every month, and now they want over $200 on top of my regular bill. I called them when I got the letter and spoke to someone who said it might have been sent by mistake because it's not on my account. I really wanted to make sure I wasn't being charged, so I asked to speak to a supervisor. A few days later, a supervisor called me back and basically said the same thing, that it's not on my account and I'm not being charged. But then, either the following month or two months later, I got a bill for $301.07. Now I'm being charged, so I called them and was told there's nothing they can do, I have to pay. I asked to speak to a supervisor again, and they had to call me. A few days later, I talked to a supervisor and was told that now I am being charged, even after being told for weeks that I wouldn't be charged! Why am I being punished for something I have no control over, especially when I pay my bill every month? If the company's equipment is broken and it's their responsibility, why do I have to fix it? I don't know anything about their equipment or how to check if it's broken. And why did it take almost a year? If it was just a month, maybe I could have paid a little extra, but they waited almost a year and now they want me to make up for their mistake, their problem, their faulty equipment! I always make sure to pay my bill every month, and that's what I've done. Now they're telling me there's nothing they can do and I have to pay! I don't agree with their response, especially when it's from almost a year ago and I always pay my bill. Plus, we're in a pandemic and it's caused a lot of financial strain.