Northrup Associates, Inc.

** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Dear Ms***,
I apologize for the delay in responding to your reply to your complaint regarding the billing error and correction on your account. I have reviewed your account and can explain why the remaining balance is still higher than expected. Unfortunately we don't have a lot of usage history to go by since your account began in May of last year and we read the meter every two months. However, on the September and November readings, your usage was 11,and 12,gallons respectively. When we estimated the meter in January and then again in March, we estimated your usage at 10,gallons. I believe this estimation was low given the two readings before that. The meter reading in May showed additional usage of 20,gallons beyond what had already been estimated. This amounts to a total usage of 40,gallons over months, or 13,gallons per bill (for months of usage). This seems to be in line with the previous usage of 11,and 12,gallons per month.
Since the previous two bills usage were under-estimated and you paid a lower bill amount than normal, the May bill was higher than normal. I believe that going forward you'll see that your bill amount is more stable since we should be able to get actual readings. If for some reason we have to estimate your bill again in the future, we'll have more usage history to go by and can estimate it closer to your actual bi-monthly usage.
Please don't hesitate to contact me at *** with further questions regarding the meter readings and bills on your account. If we need to set up a payment plan on your account due to the estimated bills and correction we are more than willing to do that as well. Thanks for your inquiry and for giving us an opportunity to explain what transpired.
Sincerely,
*** ***
Manager, Business Operations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

*** *** ***I am in receipt of your inquiry to the Louisville Revdex.com dated October 8, I apologize that you received a final notice of having your water turned-off so close to the potential turn-off date and you not being able to have your account placed on payment terms
From the status your account was in, we were not able to grant you an extension when you inquired through our customer service area in early October. In review of your account, I see you have paid your balance in the full amount of $on October 2nd. You now have an account balance of $and your next billing statement will be sent on October 23rd. If I can be of further assistance, my contact information is provided below. Sincerely,*** ** ***Director of Customer Service and Business Operations***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I truly appreciate the prompt response from the Water CompanyBut I still feel concerned about the adjusted amountMy bills range from $120-$for months$is still out of rangeIf u look at my bills u will see that I have NEVER had a bill close to the adjusted amountI don't have any leaks so therefore I don't understand the amountIt is still about $over my amount.
All apologizes are accepted
Thanks,
*** ***

Dear Ms***,
Thank you for your inquiry regarding the balance of your Louisville Water billI apologize for any confusion and inconvenience this has caused youWe recently converted to a new billing system and for a small amount of customers who had an estimated bill in our previous system,
the data did not convert over to our new system properlyWe quickly identified this and will remedy to make right
In review of your individual situation, you were billed for 10,gallons more than what was actually consumedWe have issued the proper adjustment of $and you will see a credit applied to your next billThis credit means that the amount of your current bill is $instead of the $bill you received
Thank you again for your inquiry and patienceIf you have any questions, please contact me at ***
*** ** ***
Director of Customer Service
Louisville Water Company

** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

[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 ** *** 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,
*** ***

*** *** ***I apologize for your customer service experience with Louisville Water Company and that we were not able to meet your needs when you contacted us via phone and email. I have removed the service activation fee that you were charged for *** * *** and put in a request to
have the service charges totaling $removed as well. As soon as this request is complete, I will transfer the credit of $over to your *** *** *** account. Please contact me if there is anything else I can do to assist.Sincerely,*** ***Manager, Business Operations***

I have reviewed the response made by the business in reference to complaint ID 10716369, 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 tried for months to resolve the issue directly with the business and it was disappointing that the business would do nothing until I filed a formal complaint with the Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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,
*** ***

Louisville Water Company is working on a Lead Service Renewal Project, 3rd Street Area LSR Project# ***. The scope of the project is to replace a total of lead service lines with copper lines along Brentwood Ave, Kahlert Ave, Wheeler Ave, Woodruff Ave and 3rd Street Road. The
Brentwood Ave and Kahlert Ave services have been replaced. The contractor still has services on the other three streets to replace. Project is approximately 50% complete. The final restoration has not been completed. The contractor will mill and pave one lane of Kahlert Ave from Conn Street to Carlisle Ave (Block….the lane where the cuts were made) once ALL the service work for the project is complete. We have acquired a Louisville/Metro Pubic Works Permit to perform the work and they have approved the restoration plan (milling and paving of one lane). Louisville Water’s contractor will pave all the roadways impacted in September once the service work is complete along all areas of the project The hole near the light pole has been back-filled. The contractor is going to install cold-patch to fill in any of the pavement cuts that are not flush with the existing pavement until the final mill and pave is completed in September. If you have any further questions regarding this project please contact *** *** at *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.As I have stated to the Water Company on many of my phone conversations with them, THEIR SYSTEM HAS TOTALLY SCREWED UP MY BILLING AND PAYMENT INFORMATIONThem forwarding what they say I have paid and not paid or the fact that they are still saying I totally neglected to pay a bill in total is ludicrousAs a matter of fact there is a whole feed on social media about the people in my area having the exact same issue as I amThey are also speaking about making a class action lawsuit against the Water Company to which I will be a part of if this issue is not taken care ofThe only amount that I still owe is approximately to which I have no problem in paying as I have never had a payment issue with The Water Company, or any bill for that matter, as the Water Company would be able to see before the cluster of a new systemI will not give into the fact that they say I owe and change because I 100% do notI would not have spent precious amounts of my time in fighting this if there was even an iota of a chance that I didMy hours and hours of dealing with this and the aggravation is far worth more than what they offered as a matter of fact, it is an insult to say the leastThe way I see it, they owe me for my time and aggravation to have to prove my innocence in this matter and I will also be contacting the man to which they responded to me with his account because that is a violation of his privacy and mine as wellI am sure they responded with my information to either that gentleman or someone else obviously and that is also a violation of my privacy as wellI am going to be contacting a lawyer tomorrow as I am done fighting this with them to prove that they are flawed in their system and taking advantage of me and many others and it needs to stopI am not a sue happy person by far, as I have never sued anyone at all but I must stand up for myselfThey are double billing people and then calling me a liar about the actions that transpired, meaning, I have had them to reread my meter and had to make an adjustment for an incorrect bill amount that started this whole thingAs I stated before, that is how I knew anything about them having a new billing system to start withThe water company themselves told me about the new system and the fact they were having considerable issues in my areaThey need to own their mistake and take care of thisI legitimately owe about to which I will pay even though I feel that for my aggravation, I should not have to but that is here nor thereI will pay it to make this horrible ordeal to be finishedIf they disagree then I will be going to a lawyerYes it will cost more in the long run that way but I have to stand for what is right and not let them take advantage of meThey need to fix their billing system or go back to the one that was not causing all of this madness for the customersIt is not right nor legalAgain, they can hopefully see that I have never had any issues in paying prior to this new system and I still have notI will pay the the day they agree to thisI am not trying to be problematic but in honesty, they areI have responded in a timely manner from the day I received the first bill that was out of line but they cannot say the sameThis has not been going on for monthsTime to end it
Regards,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,*** ***The problem is
that there is no one answering the phones at the company in order to take care of transactions and no way to take care of the transactions on the web site. When they have people answering the phones and/or the web site has been changed, then this complaint can be closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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]
Thank you for contacting us with you inquiry about your high bill.  A review of your usage history does reveal that it has remained high after the repairs that you made in March.  I show that we have entered a request for a field inspection where we check the meter to see if...

there are signs of a leak.  That request was entered yesterday and will be completed in 7-10 days.  The technician will attempt to notify you of the results if you are home and if not will leave a doortag communicating the findings.  This step should assist in determining the source of the high usage.  Please contact me at[redacted] once the inspection is completed if you need assistance in determining next steps. 
Sincerely,
[redacted]
Manager, Business Operations
[redacted]

[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

[redacted]
The drainage account in question, was established by our sister utility, Louisville [redacted], through PVA research.  You are being charged drainage fees for the property at [redacted] because, according to PVA, you are the owner of the property.  As...

indicated by the attached document, you signed the deed to this property on December 27, 2006, and it was recorded on January 24, 2007 [redacted]).  [redacted] is legally bound to charge drainage fees as mandated by KRS Statute Chapter 76.
Please contact[redacted] at Louisville [redacted] if you have further questions or concerns about the charges.  He can be reached at[redacted] 
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 resolved.
Regards,
[redacted]

Tell us why here... February 9, 2018
[redacted]
[redacted] RE: Account # [redacted] Dear [redacted]: I am in receipt of your inquiry to the Louisville Revdex.com dated 1-30-18 regarding the bill and service at [redacted] as it...

relates to making a payment.   Louisville Water does not directly process payments; [redacted] is the payment processer for Louisville Water.  I had [redacted] research your complaint and they have no record of a bad CVV number error.  Additionally, if you would have received a bad CVV number error there is no way the payment would have processed as an accurate CVV number is required for payment processing.  Therefore the following payments were processed: $193.28 on 1-13-18 at 3:10pm$193.28 on 1-16-18 at 1:58pm$193.28 on 1-16-18 at 2:11pm  I do understand you were attempting to only make one payment therefore, I had 2 of these 3 payments reversed and put back on your debit/credit card for a total of $386.56.  It can take up to 5 days to process and reflect on your debit/credit card.  If you need anything further at this time please advise.  Sincerely,
[redacted] Director – Customer Service