Louisville Water Company
Reviews and Complaints

We gotten a letter weeks ago saying Louisville water would come out and change our meter, they have not been reading it for the last 6 months now and have been estimating us over our actual usage, and now we got a new bill that doesnt show estimated but you guys are trying to tell me i used 9,000 gallons more then we actually do, this is an absolute insult, nobody came out and checked our meters we have cameras on our house just for this type of scam will pursue legal action if someone doesnt come out here and do their job.

submitted a request via online portal in january to request someone come look at the standing water in my driveway. I received a notice on 5/19 that stated it was not the water companys issue. I called on 5/21 and was advised I needed to call a plumber. I had a plumber come out on 5/27 who advised that this was in fact NOT my issue and it was a water main issue, as there was water coming up out of the ground right above the main line that sits in between my meter and the street. i called the water company on 5/27 and told them, and ticket *** was opened. LGE came out and marked my yard and told me LWC would be out 6/3. they did not come. LGE came out again the following week and remarked the yard. it is now 6/16 and LWC has not come. Also. there is ZERO consistency with my bill. my reading for my last bill was 2k gallons and the reading for my bill this month is 14K gallons. there are 2 of us at this home, and a professional has already told me i DO NOT have a leak.

Got my first water bill acct *** date 5/24 from 4/07-5/18 bill was $295.40 and said I used 24000 gallons of water. Called Louisville Water they sent someone out 6/3 to re-read the meter. Left a notice on my door saying I have a leak. Called *** paid them $350.00 to find the leak. They came out 6/7 and said the leak was on a main water line right by the meter at the sidewalk and said the city was responsible. Called Louisville Water told them what *** stated. Louisville Water said they will send someone out. And this is where the problem begins. No one has come out to repair the leak in the main water line or to even check. They told me someone was scheduled to come out June 23rd. No one came out. Called again Tuesday July 6th and the rep put me on hold and said she would call me back. Nothing. There are 2 people living in my household there is no way we are using 24000 gallons of water. My bill also needs to be adjusted.

JUNE 7 I MADE A ONLINE PAYMENT TO LOU. WATER CO. USING MY DEBIT CARD. I COMPLETED THE PAYMENT & RECIEVED CONFIRMATION #*** AT 407PM. ON 6/15 I VIEWED MY ONLINE ACCT & NOTICED A 30$ FEE PLUS THE $100 THAT WAS ALREADY PAID ON 6/7. I REVIEWED MY BANK ACCTS & COULD NOT FIND THE PAYMENT SO I CALLED THE WATER CO. THE REP TOLD ME IT WAS A 30$ RETURNED CK FEE. I DID NOT WRITE A CK & DIDN'T UNDERSTAND THAT AFTER EXLAINING MY CONFIRMATION WAS RECIEVED ON 6/7. THE REP SAID IF YOU MISSED KEYED THE DEBIT INFO IT MAY GIVE YOU CONFIRMATION. I SAID W/O TELLING THE CUSTOMER AT ANY POINT THAT THERE WAS SOME SORT OF GLITCH W/ PAYMENT? SHE SAID WE CAN WAIVE IT AS ONE TIME WAIVER FOR THE LIFE OF OUR BUSINESS. THIS IS UNACCEPTABLE & CONSIDERED ROBBERY. HOW IS THIS EVEN A THING? WHY WOULD I OWE $30 CHECK FEE AFTER CONFIRMATION. INSTEAD OF JUST FIXING IT THEY PUT A NOTE ON IT AS IF I BOUNCED A CHECK. NOT GOOD BUSINESS & CUSTOMERS NEED TO BE AWARE. AFTER EMAILING NOTHING CHANGED

Auto-payment was setup on Feb 2020 once again after issues with a main water brake on 2019. Was told payment was "rejected by my bank" because last digit of my bank acct. was entered wrong. Didn't get notified in a timely manner via email nor post mail so I could rectify it promptly until today 5/11 via a phone call, now I have to pay $30 late fee? One main issue I have beside the lack of communication is when I sign into my account and try to verify the information I entered for auto-pay the whole information is wiped out as if I never set it up. The only way I can confirm it was is because my April's bill shows "DO NOT PAY - AUTO PAY" CSR tried to say this can happen even when auto-pay is not set up? Not true, previous bills don't include this statement. I asked to have access to my payment info so I could confirm the error was on my end and when she tried to walk me through it she had technical issues. I asked to speak to someone else and refused to transfer me and hung up on me.

I own the house at *** and moved out in March with the intention of selling the house. Before I moved out of the house, my average water consumption was below 15CON. Since March, no one has lived in the house. Due to a toilet leak my Apr-Jun bill was $400 for 21,000 (21CON) gallons and I ate the cost, fixed the toilet, and turned off the valves to the appliances in the house. Afterwards, my July-September bill was $882 for 88,000 gallons (88CON) of water used - 88,000 gallons of water, despite the house having no occupants and the water valves in the house being turned off, and no leaks being detected elsewhere within the house; yet, the only recourse given to me by the water company is to have the house inspected for leaks and then provide documentation of the leaks for a prorated bill. Despite the water company themselves indicating that there is no leak on the property, the only option I have for lowering my very obviously outrageous bill is to prove that a leak exists?

I USUALLY RECEIVE A BILL AT THE BEGINNING OF THE MONTH DUE(EVERY OTHER MONTH).I DIDN'T RECEIVE A BILL THE FIRST OF NOVEMBER. MY BILL IS PAID AUTOPAY FROM MY BANK ACCOUNT. I WAS CHECKING MY ACCOUNT AND MY BILL HAS ALWAYS BEEN BETWEEN $120.00 TO $150.00 APROXIMATELY.WHEN I CHECKED I HAD BEEN CHARGED OVER $500. WHEN I CALLED ,THE LADY WAS NICE AND SAID ONE OF MY TOILETS MIGHT HAVE A QUIET LEAK AND TO PUT SOME RED FOOD COLORING IN THE TANK AND LET IT SET 4 TO 6 HRS. WHICH I DID AND TOLD HER I ONLY HAVE ONE TOILET. I CALLED A PLUMBER AND HE PUT THE DIE IN THE TANK. HE ALSO CHECKED MY METER AND ALL PLUMBING. AFTER FINDING NO LEAKS I TOOK PICTURES OF THE METER AND THE DIE IN THE TOILET. MY WIFE AND I USE VERY LITTLE WATER, AND SHE SAID OUR BILL WAS ESTIMATED AND THAT BETWEEN JUNE AND OCTOBER 29,2021 WE USED AN ADDITIONAL 43,000 GALLONS OF WATER. MY ACCOUNT NUMBER IS *** . THEY HAVE ALREADY TOOK THE PAYMENT OUT OF MY CHECKING AND I WOULD LIKE A NEW METER AND A REFUND FOR THE EXTRA WATER SERVICE THAT WE DIDN'T USE. THANK YOU

So i moved into my new home on february 15th. I believe it was that following monday i called to get services connected at my new address they told me not until feb 23rd that they could have somebody come out and turn on the water. I disagreed but had no option but to wait. I habe ***. Here it is now 2am on february 24th and i have no water. I contacted customer service twice on the 23rd approx 830am and 4pm to be sure that my water would be on the 23rd and was advised that it would be and i had anytime between 8am and midnight. Ive already waited a week to get services connected and again i have ***. I was advised that the only reason it would not be turned on and could take an additional 24-48 hours is if the main water was not shut off but it is. They also said if that was the case, they would leave a tag at the door and there was never a tag left. Ive been home all day just waiting for water for basic essential needs after waiting a week for the turn on date to begin with and were still here with no water.

I am having a Customer Service issue with the Louisville Water Company at my home. It began with them knowingly for a period of 6 - 7 months allowing the meter not to be correctly reading. As of 1/22/22 now the meter reads and says 35,ooo gallons of water has been used with a bill attached of $6775. 45 . I only have 2 adults and a toddler in my home and we both work out of the house. This simply isn't possible. I have had 2 plumbers from different companies evaluate my home neither found anything to indicate this usage. No leaks or major issues. Both have provided documentation to this matter. The Louisville Water Companies Customer service has not been very helpful. I have asked for a supervisor to assist in a resolution to this issue only to be informed they're isn't really any supervisors, because they all work from home. I would just like someone to help. Perhaps the meter was misread or needs to be replaced. I just am told that's what you used and money will be collected. I still want to speak with a supervisor. Someone has to be in charge. Please advise me on this issue. Thank you.

My water usage has increased from my last billing cycle. It went from 5,000 to 10,000. I called the water company on November 10th and they told to try the toilet dye test and to call back within 24 hrs with the results. I called back on November 11th with negative results. They said the next step would be to send someone out there to assess for a leak on the property and that it could take 7-10 days for that to happen. It is now December 12th and no one has been out here. I called them on November 18th and December 2nd to follow-up. Both times they told me my request was still pending and they were backed up due to the holidays and that's why no one had been out there. They told me they could not give me an estimated time for when someone could come out to my property and that I could just keep calling back to see if their was an update on my status. The next billing cycle is about to be due so what happens if I run into the same issue? Am I going to keep getting the run around? They can make sure that they send someone out to read the meter when it's time to send a bill, but can't send someone to assess my property and re-read the meter.

I hope this is not COVID related as we've never had this issue. I spoke with *** 4/13 and a Team Lead today, 4/15 named *** regarding a bill of over $400. They are insisting that we have a leak even though we've stated we've done all leak tests. There is no way even a leak could be this amount of water. We looked at our meter on the 13th and it read 140. The statement says that the meter reading on 4/2 was 168. There is no way that it could be less now. Our average is 6K Gallons per statement. If anyone looked at our 3 year history in this house and did math and also looked at the math for the current date, they'd see that the meter was probably 138 on the 2nd and was written or noted incorrectly. The usage by the 13th is right along with our typical usage. In stating this, I was told that we cannot see the meter and that they will send someone in 7-14 business days and if they need to adjust our meter there is a reason for it. That is fraud! Why are these people so insistent that we have to pay this? Why can't they see that there is an error? The supervisor is supporting the agent I spoke with. We cannot get other water at our house. I cannot pay this amount for water we did not use and cannot continue to pay this or deal with this. I want someone who is high up to know this is being done and the public should know too.

I have tried to pay the current bill 3 times, using the company's online payment system, which I have been using without issue for several years. After checking my account, and seeing that I was a couple days late without receiving any notice at the email address registered, I went online and paid as usual. A thank you for your payment email was received, and in checking the website, my balance was zero. I had included the late fee. After no funds had come or of my bank account (River City Bank, local) I checked the company's website again- now with 'adjustments' of $60. Paid online again. Same thank you email, zero balance. Once again, no funds from Bank. Called company Feb 9, added myself to authorized user, PAID AGAIN including the fee! And AGAIN, NO funds removed! More fees, again without any notice of any issues. Went to company office, now won't take a personal check and says or e account is CASH ONLY. No record on the website or app of attempted payments, any of the 3 times. Each payment attempt was punished by an 'adjustment' however. Clerk in office was clearly not interested in even looking up any information on account. Trip to post office to get a money order and now office is closed. Checking with Bank shows payment hasn't even gotten to them. This had never been an issue in the years *** and myself have been with the water company. Lack of any contact except payment received emails and with zero balance reported on website and app is manipulative and at it's most elemental, unethical. I want 'adjustments' removed and deleted from account.

We *** that included our home at ***. Louisville, Ky. 40228 on September 10 and was finalized January 3. We vacated the house in April . Shortly after we canceled the water service as the house was abandoned. The house became property of *** who is responsible for insurance, upkeep, etc. The house was originally scheduled to be auctioned in March , but due to covid has been postponed indefinitely. The Louisville Water Co. has billed us $20.77 monthly even after we had service shut off. I called them about this, and they said they were charging us for water run off, which there is none since there is a creek directly in front of the house not 30 feet away and the house is abandoned with no water service. They told us as long as we are still listed as the owners they will continue to charge us. We feel they owe us for ALL back payments they are illegally automatically deducting from our checking account each month. They have this information because we are having autopay automatically taken out at our current residence of ***. Louisville, Ky. 40229. We NEVER gave them permission to continue to take money from us for a house that is now owned by *** and has been since January . We feel this is extortion and they are taking advantage of us since we are forced to pay. If we stop payments, they have threatened to shut off service at our current home. by not paying their monthly extortion fees it will also negatively effect our credit rating. We are demanding that the Louisville Water Company send us a check for all monies they have illegally taken from our accounts.

The complaint is against the Louisville Water Company. In August , Mr. my friend's *** passed away after months of congestive heart failure and hospice care. During this time period, his water heater apparently had a leak but he was concerned only with the health of ***. He did not realize the problem until she had passed away August 10. When the bill for $1400 was received in October , I called the water company to find a resolution as he could not pay this amount of money. After 2 months of calling and getting several representative that could or would not help us, I finally spoke to one named *** who managed to get a leak adjustment and a payment plan for me. The payment plan was for $149.95 per month for 6 months. I began paying this in January and in June made the final payment. I also saw that every normal bi-monthly bill was paid on time. They continue to bill him for a final payment of $149.65 which has been paid. I have gone through a minimum of 15 representatives to get this resolved. His account shows a credit of $164.65. I asked how there could be anything owed when I have all records showing the bills paid as agreed and if there is a credit, they should apply it to the overage of $149.95 I have been dealing with these people for way too long and I want a resolution to this problem. It is entirely too simple for me to have to go thru this anxiety. My last conversation was on Oct. 5 with a lady named *** who promised to get this straight with billing and call me back. I am still waiting on that callback. This company needs to review their procedures and allow people to talk with employees besides Customer Support because there is no Support given. Please help me with this.

Ok... I supposedly had messed up my checking account number while paying my bill. So they took me off the ability to pay by check.. so I have to pay extra fees now when I pay by debit/credit card.. so I try paying by debit and I have to go to 3 different places since the application they have for debit cards was putting in the wrong numbers while I try putting the right numbers.. I went to 3 different places and used three different devices abd the application kept doing the same thing... I was putting in the right number but the screen keep showing something different... so I say to myself ...whst if the application was doing the same thing when I paid by check.. and another question why was thier application accepting a checking account number that is off a number . Every other application doesn't let the transaction go thru, for a company that covers most of Louisville have such an outdated application and penalize the customer when a mistake is made and paid for.. I didn't even miss my payments during covid. This is not my problem they have a faulty website that accepts a check that you mistaking messed up the account number. Especially the prices we pay for thier services and when you try using your credit card it doesn't show the card number correctly. Its not even close. Plus why should we have to pay extra fees to use a card when no one else is being charged extra fee. All I want is to pay by check again and this could be solved if they would save your information like every other company out there.. then there wouldn't be an issue. Plus it would be linked up to the banks letting the water company know if such accounts were active. Considering you can't go anywhere else for water, they have the monopoly over that business. But its ridiculous you have to be penalized over thier outdated system. Especially when you pay your bill regularly and u make one mistake. This company does thier customers wrong too many times. Working third shift you make mistakes