Louisville Gas & Electric Company
Reviews and Complaints

Lg&e was neglegent and caused damage to my home because of this and is refusing to accept responsibility.

LG&E inspection for meter box was wired wrong and they failed to catch it wired backwards and then come over a month later and take my meter, now no electricity over there incompetent employees.

Power outeg 5 to 6 times a year not weather related our products ends up in the garbbag no rembarsment we loose buisness every year from outegs and the lge company is care less.cant complain to any one there very rude operators

Since LG&E transferred their billing to Pennsylvania they are slow to process mail in payments claiming it can be a 7 day process, which by coincidence allows them to declare your payment late and thus charge $5.82 late fee. It's my honest belief that this is done by design. Also my last bill arrived on the January 27 with due date of February 2,2021. Call to let know, but they weren't interested, but were quick to give notice of late fee.

on 06/07 LG&E disconnected my gas to install new lines and a new meter. LG&E left a noticed stating that if i wanted the gas turned back on i needed to call *** FOR A HOME INSPECTION. I called such number and stated i did not need gas since i had no gas appliance i also called the service center . IN April I received a notice to check my gas usage. i contacted the LG&E chat line and was informed i needed to call to have the disconnected service disconnected or i would continue to be charged because the service is available.

My June utilities bill was due on 6/16. I went to submit payment via the website a couple of weeks before due, as I always schedule pay in advance. Due to an error on their website, the payment did not process. I did not realize the error until 6/18 when the funds had not been taken from my account and I made the payment promptly. I was charged a $5.02 late fee. On 6/23, I politely asked the charge be waived from my account as it was a web error and I have a perfect payment record. I was told a variety of stories ranging from "not LG&E error" to "past late fees" to "ineligible due to not residing in location for 12 months. I have a perfect record from my last residence.

We never received a green bill for services at *** Church ***, However we received a brown bill on January 10th. It was due on January 19th. I mailed the check for payment on January 11th. LGE processed the check on January 20th at 3:11 pm. Our services were disconnected at 9:59 am on January 20th. I asked the representative when was the envelope was post dated & she advised that they do not go by the post date. We are now being charged a $479.46 deposit and re-connection fee. We have had services with LGE for fifty years and have never been disconnected due to non-payment and it is the middle of a pandemic. Mind you, we never received a green bill, and we mailed the payment 8 days in advance why are we being charged a deposit and re-connection fee?

I had a bill due on January 29 in the amount of 498.85. I used their online feature in order to extend the bill by 7 days. I was assuming that since the company was aware of the pending payment and there was no indication that I would accrue a late fee that my bill would stay the same. Anytime I've had to make a payment arrangement ahead of time the fee is always waived because most businesses just want to know when they will get paid. This corporation is too big to be nickel and diming their customers. On February 2 I got a notice of a late fee and a disconnect notice; now my bill is $512.51. I called and spoke with a representative and supervisor whom had no people skills that stated I would not get the $15 late fee waived. I have never been late and this bill is already very high. I have *** that are being homeschooled and very minimal income.

LG&E disconnect my power without notice. They have always notifed us via text if we were a day late, and they quit doing so with zero explination. We've been an LG&E customer (no other option) for 3 1/2 years. 2 months ago I went online and set up "auto pay" on thier website on my mobile device. Shame on me for not double checking they were actually taking the money from my account. One they disconnect, I called and paid the full balance. I have a *** and no powere is not an option for our family. They are NOT intrested in helping, they think its cute to do this to thier cusotmers, and they find it funny when they tell you sonmeone will be out by 11pm. My next complaint will be with our family attorney, then the Federal Trade Commission, and then we have an appointment to tell our story with WDRB who my company advertises with. I'm more motivated than ever to find an alternative energy company too for all Louisville residents. LG&E is not a good company.

LG&E came out to check gas lines. They said there was a leak and shut off our gas. We were without heat for an entire day and night during below freezing temperatures. They said we would have to get a plumber to check for leaks before they would come and turn gas back on. We pay a plumber to come out here to check all gas lines that are brand new in a new construction house and were already previously tested by LG&E showing no gas leaks during initial installation. Plumber tested all lines and show no leaks. I call LG&E to have them come out to turn our gas back on. As of writing this, it has been 5 hours since I put in the emergency request due to their technicians lack of knowledge and negligence and still nobody has came back to resolve the issue. We are still left without heat or gas and also now have a bill from a plumber that should have never happened in the first place if their employees would do their jobs correctly. This company does not do everything they can to put their customers first.

I logged into my LG&E customer account on 2/5 to pay my monthly bill of $226.68 which had a due date of 2/24. I submitted this payment using the checking account on file with LG&E - the same checking account I had used over the last 19 months to make all of my monthly payments on time. A week later, when the payment still hadn't cleared my bank, I logged into my LG&E account again to make sure it went through, and saw the following message: "Returned 02/11 for No Bank Account Found/Unable to locate" along with a $3.00 fee for a returned payment. I sent customer service an inquiry, and they told me I had logged into my account using a different e-mail address and initiated the payment out of a different bank account. I did not do this, which I explained to them several times, as the different e-mail address, to which they referred, is one that has not been active for over 8 years. I also informed them there was no other bank account connected to my customer account other than the one I'd been using for the last 19 months since I became an active customer in August. I provided screen shots of my account profile, which includes the page showing one bank account lined to my customer record - the one I always pay out of. I initiated the payment a second time on 2/12, using the same account I always pay from, and it was successful, which they confirmed. I have exchanged five e-mails with customer service over the last six days, and they refuse to refund the $3.00 fee because "it wasn't their fault." Today, they again told me I logged in using the different e-mail address on 2/2 and initiated a payment out of an account that no longer exists. I forwarded them the payment confirmation from 2/5 (the date I made the initial payment) to show them I did not log in or initiate anything on 2/2. They still refuse to refund the $3.00 fee.

I have tried several times over the last three days to pay my bill. My payment was repeatedly declined, so I called my financial institution and was told that the old expiration date of my credit card was being submitted, though I had updated my card info in LG&E's system, so there was nothing they could do. I've spoken with 4 LG&E CSRs, who tried several ways of handling the card payment, but none worked. I told them what my credit union rep said - one CSR contacted *** and one spoke with his supervisor - but they keep saying the fault is with my banking institution. I further explained that I've had no problem paying my other utility bills or making purchases elsewhere with my card, so I believe it is a glitch in the *** system. The last CSR, who had been very helpful, hung-up on me and put a call-block on my phone number so I could not return the call to talk with a supervisor, which is what I had requested at the start of that call. I closed my checking account a few years ago due to it being compromised when I paid a utility bill at *** and their payment system was hacked; so I only pay bills via credit card now. The last CSR suggested I make an in-person cash/money order payment at ***, *** or the L&E office. Given COVID (and that I am high-risk for getting it), this would be unsafe for me and would only be a temporary solution, since the same problem will likely happen again next month when I try to pay my bill by credit card. Couldn't they put in an IT request to check their system to find the glitch that keeps submitting my expired card rather then my up-to-date card and fix it? My financial institution indicated it is showing up as a recurring payment but I don't do autopay. My credit card is the safest way for me to pay bills. I should not have to change my payment method because they won't consider the possibility that their system has an issue.

I disconnected service at *** Dr., on December 4, due to moving. I no longer needed utility services at my new location so I requested that my account be closed entirely. At this time I inquired as to the refund policy for the deposit I had been required to pay, as well as any remaining funds on the account as it had a significant credit balance amount. I was intially told I would receive a check about 30 days after the stop of service and my new address was recorded. Around January 6th I called once again to inquire about my refund as I still had not received a check. At this time I was advised that their policy states a refund is issued 30 days after the final billing due date which was January 3. By mid February I still had not received my refund and yet again called LG&E, asking to speak with a supervisor or manager. I spoke with a gentleman by the name of ,*** , who claimed to be the head supervisor of the Louisville branch. He gave me a check number (***) that he alleges was cut on 2/3 and mailed on 2/5. I have yet to receive this check as of today 3/2. Upon speaking with him he advised that he had no available means of putting me through to that department nor facilitating a conference call. His only recourse was to send them a message and await a reply. As well that the only options available to me were to continue to wait or call back after 3/3 and request a stop payment be made and another check issued, as they could not do this even until 30 days after the initial check cut. At this point I have double checked with my postal carrier, my apartment management office as well as my local post office. None of these people have it nor have they seen it. It is physically impossible that it was actually mailed and I have yet to receive it. I have received parcels from Lexington and Omaha, NB mailed 2/10 and 2/22 respectively, but still not their check allegedly mailed on 2/5. This is unprofessional and unacceptable

Hi, I am reaching out to file a complaint against LG&E. On 1/25 i contacted them because my bill was higher than normal, to try and understand the reason for that and get an explanation. The agent i spoke with said that in December it looks like my meter had stopped working so they came out to my house and change it for a new one to test the old one to make sure it's working. She said that the meter was not working, but couldn't give me any further details because the bill would settle on 1/126. I told her that i would call back on 1/26. I'd like to also point out that I didn't receive any communication on this, no email or letter, I just happened to check my account to see when the next bill will be due so i can mark the date and pay it on time. I called today 1/25, and I spoke with a different agent that also couldn't help me much, but she added that she sees notes that the meter did not stop, puts me on hold and then comes back and says that she needs to transfer me to another department. The call was answered by *** - whom was rude and condescending - and she said that both notes are on the account; the meter stopped and it didn't stop, said that they placed incorrect notes on the account and the amount i see now of $127 is the correct amount. When I attempted to ask further questions to dispute the matter, she laughed in a condescending manner. I then asked to talk to her manager since she was not interested in helping me, and I have yet to receive a callback. I am trying to get concrete and accurate information on what's happened to my account and my bill, and no one at LG&E wants to provide this service that they are required to. This is very shady business practice - while this was happening in December I did not get any notification about this, no letters or emails, phone calls, and then they try to sneak charges on to my bill, and when I ask questions as a customer, no one wants to explain the issue to me. I am not paying a cent until this is resolved.