Complaints

This profile includes complaints for Kentucky Utilities Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kentucky Utilities Company

  1 Quality St Lexington, KY 40507-1428

  
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  Kentucky Utilities Company

  200 E Water St Richmond, KY 40475-1668

  
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  Kentucky Utilities Company

  209 W Locust St Mount Sterling, KY 40353-1352

  
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  Kentucky Utilities Company

  104 W Loudon Ave Lexington, KY 40508-1412

  
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  Kentucky Utilities Company

  503 S Kentucky Ave Corbin, KY 40701-1639

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  KU has billed me for $170 more than what my typical bill is. When I contact them the girl I spoke with stated she would have to have someone call me. My bill has bill adjustments going back to September that they are trying to charge me for. They changed out the meter and put smart meter in or something and then this bill came. I'm not sure how they can prove I owe that much more for each of those months but it is ridiculous. I am a single mother and in today's society and economy trying to make ends meet and then I get hit with this bill. It is bad enough we have to deal with bad water yet pay an astronomical bill for it. I was suppose to get a call back the next day from someone with KU and it had now been 7 days. I have called back yet told again would have to have someone else call me.

  

  Business Response

  Date: 04/15/2025

  Issue:

  KU has billed me for $170 more than what my typical bill is. When I contact them the girl I spoke with stated she would have to have someone call me. My bill has bill adjustments going back to September that they are trying to charge me for. They changed out the meter and put smart meter in or something and then this bill came. I'm not sure how they can prove I owe that much more for each of those months but it is ridiculous. I am a single mother and in today's society and economy trying to make ends meet and then I get hit with this bill. It is bad enough we have to deal with bad water yet pay an astronomical bill for it. I was suppose to get a call back the next day from someone with KU and it had now been 7 days. I have called back yet told again would have to have someone else call me.
  
  Background:

  Meter was estimated prior to AMI install on 03/27/25 and an actual reading was obtained when installing the AMI meter. KU sent a corrected bill due to the estimations.

   

  02/14/25

  KU issued a bill for $258.93 due on 03/11/25. This was an estimated reading for service dates 01/15/25 to 02/13/25. This bill included a past due amount of $115.68, current bill of $139.78 and late fee of $3.47.

   

  04/07/25

  KU issued a corrected bill for $427.96 this was a corrected bill due to the actual meter reading when installing the AMI meter. Current bill was for service dates 02/13/25 to 03/17/25. The corrections went from 10/16/24 to 02/13/25.

   

  04/15/25

  KU issued a bill for $506.22 due on 05/08/25. This was an actual reading for service dates 03/17/25 to 04/11/25. This bill included a past due of $427.96 and current bill of $78.26.

   

  We realize that there have been some high bill issues, and we appreciate how unsettling this can be. We take this issue seriously. We understand the pressure high bills may create and are working with each customer as quickly as possible to setup payment plans.

   

  As we near the completion of meter exchange project -- in which we will automatically receive energy usage data and no longer manually read most meters -- our contract meter reading partners are pursuing other employment opportunities. As a result, we estimated some customer bills. To mitigate this, we have trained and deployed our field personnel to perform meter reads until the meter exchange project is complete.

   

  PSC Tariff & Regulations:  KU Sheet 101

   

  Resolution:

  04/15/2025 ******* spoke with Ms. ******** and had a good discussion about her estimated bills. ******* apologized for the estimations and explained that when the AMI meter was set, we got the actual reading on the old meter and had to bill for what had been used through the meter. Ms. ******** understood, and ******* offered a payment plan and Ms. ******** accepted. Ms. ******** thanked ******* for calling and discussing her concerns and setting up a payment arrangement.

   

• Initial Complaint

  Date:04/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved from this address on March 15th/2024 and the power was to be shut off all the previous bills was paid by liheap at the community foot hills I do not see how I owe a full bill for March and a full bill for April when it was shut off the previous month

  

  Business Response

  Date: 04/11/2025

  Issue:  I moved from this address on March 15th/2024 and the power was to be shut off all the previous bills was paid by liheap at the community foot hills I do not see how I owe a full bill for March and a full bill for April when it was shut off the previous month
  
  Background:  The last address in Ms. ****'s name I could locate was at *** ***** ****** Drive, **********, KY *****-****. This service was active from 7/23/2020 - 4/2/2024. On 4/5/24, the final bill was used for $501.63 due 4/29/24. This bill consists of $658.02 previous balance + $9.72 current charges - $166.11 security deposit refund credit. This covers usage from 3/22/24 - 4/2/24. 
  
  Customers are billed for the amount of electricity used so when a customer requests to stop service they are billed until the date the service comes out of their name. 
  
  On 3/29/24, Ms. **** submitted an online request to have the service taken out of her name on 4/1/24. 
  9\On 4/1/24, Customer service processed and responded to Ms. ****'s request. They advised the service would be taken out of her name on 4/2/24. 
  
  At the time the service was taken out of Ms. ****'s name, the last payment that posted to the account was on 2/22/24. The last agency assitance pledge made to the account was on 1/30/24. All charges and dates billed for usage are correct. 
  
  Resolution:  KU was unable to reach Ms. **** to discuss her concerns. If/When KU speaks with Ms. ****, we will explain that customers are billed for service until the date it comes out of their name. In this case service was active in Ms. ****'s name from 7/23/2020 - 4/2/2024. On 4/5/24, the final bill was issued for $501.63 due 4/29/24. This bill consists of $658.02 previous balance + $9.72 current charges - $166.11 refunded security deposit plus interest. These current charges covers usage from 3/22/24 - 4/2/24. The remaining balance is from previous billing. At the time the service was taken out of Ms. ****'s name, the last payment that posted to the account was on 2/22/24. The last agency assistance pledge made to the account was on 1/30/24. All charges and dates billed for usage are correct. 
  
  KU in addition to trying to reach Ms. **** by phone, KU also emailed Ms. **** asking her to contact KU if she would like to discuss her concerns. 
  
  KU will send a follow up to this response if we speak with Ms. ****.
  

  
  

  Customer Answer

  Date: 04/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******** ****

• Initial Complaint

  Date:04/02/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They have closed all in person, customer service and put you through endless loops of automated service or holds and never respond. If they spike bill, they refuse to speak to you and lead a new other option then to pay fraudulent fees. I have requested an audit on my Meter because it is claiming I am running 2400 kWh for a small apartment and it has tripled in the past month and they not look into this and they are financially abusing me. I have documentation where the meter is running at an astronomical speed when there is nothing turned on and the breaker is off. They are scamming customers. This is a major issue with everyone they deal with they are taking advantage of monopolizing the area, forcing customers to pay them without getting them any form of representation or customer service to assist with any issues or complaints. I reached out to the COO as well as the head of HR and every official I could possibly find and with absolutely no help, they will disconnect services without sending a disconnection notice, they will cut off utilities in frigid sub below temperatures with children in your home. They are committing so many illegal acts and nobody is stopping their blatant crimes.

  

  Business Response

  Date: 04/11/2025

  Issue:  They have closed all in person, customer service and put you through endless loops of automated service or holds and never respond. If they spike bill, they refuse to speak to you and lead a new other option then to pay fraudulent fees. I have requested an audit on my Meter because it is claiming I am running 2400 kWh for a small apartment and it has tripled in the past month and they not look into this and they are financially abusing me. I have documentation where the meter is running at an astronomical speed when there is nothingturned on and the breaker is off. They are scamming customers. This is a major issue with everyone they deal with they are taking advantage of monopolizing the area, forcing customers to pay them without getting them any form of representation or customer service to assist with any issues or complaints. I reached out to the COO as well as the head of HR and every official I could possibly find and with absolutely no help, they will disconnect services without sending a disconnection notice, they will cut off utilities in frigid sub below temperatures with children in your home. They are committing so many illegal acts and nobody is stopping their blatant crimes.
  
  Background:  Ms. ****** has had service at this premise since 3/1/23. An AMI meter was installed here on 6/3/24. All meter readings have been actual reads, no estimates. On 4/1/25 the service was disconnected for non-payment. A payment of $440.95 was made on 4/1/25 and the service was restored. The current total account balance is $161.97 due 4/15/25. 
  
  Billing Details
  2025
  4/15/25 - Bill for $602.92 due. Consists of $299.43 previous + $161.97 current charges + $133.34 defaulted payment arrangement + $8.18 late payment charge. 
  3/31/25 - Final pay date for disconnect notice for $440.95 (mailed on 3/19/25).
  3/17/25 - Bill for $299.43 due. Consists of $272.77 current charges + $26.66 monthly payment arrangement (security deposit billed for 2/3/25 disconnect). 
  2/14/25 - Bill for $644.38 due. Consists of $286.69 previous + $245.15 current charges + $109.04 returned payment + $3.50 return fee. 
  
  Resolution:  KU was unable to reach Ms. ****** regarding her issue. If/When KU speaks with Ms. ****** they will review and discuss her billing. KU will explain that all billing has been based on actual readings, no estimates. KU will advise that a disconnect notice was mailed on 3/19/25 with a final pay date of 3/31/25 for the past due balance of $440.95. KU will advise Ms. ****** that since an AMI meter has been installed at her premise, she can access detailed usage information on KU’s website, lge-ku.com. 
  
  KU sent an email to Ms. ****** asking her to contact them if she would like to discuss her issue. 
  

  
  

  Customer Answer

  Date: 04/11/2025

  After filing complaints, my usage dropped significantly without changes to my household. This suggests internal correction with no explanation or accountability. KU also disconnected my power during a declared Kentucky state emergency amid tornados and flooding, placing my daughter and me in danger.
  This is a pattern of abusive billing, price gouging, and consumer silencing. I request a full meter audit and reimbursement for excessive charges from Nov. 2024-Mar.
  2025.
  

  

  Business Response

  Date: 04/17/2025

  UPDATE 4/17/25

  On 4/17/25, KU contacted Ms. ****** to discuss her concerns. KU began to review the billing, advising that all meter readings have been based on actual meter readings are in line with previous usage. KU explained that some of the billing for the same time last year was higher than this year. Before KU could discuss further, Ms. ****** advised that she believes that the billing is not accurate, and KU is over billing her. KU assured Ms. ****** that the billing is accurate.

   

  Ms. ****** stated did not want to discuss the matter further advising that she was going to continue to escalate this issue and expose KU.

   

  KU thanked Ms. ****** for her time, and she ended the call.

  Customer Answer

  Date: 04/17/2025

  I'm rejecting this response. A KU rep called and gaslit me, dismissing proof that my meter runs even with the breaker off. My bill spikes 400% at random, yet no other townhouse unit has this issue. I live with my young daughter, no HVAC running, and our usage doesn't justify a $300+ bill. KU says I must pay $75 to audit the meter and that 2% overcharges are "legal." How can a company admit it can overcharge every customer monthly and not be held accountable? Their offices are closed to the public, and real help is only offered after BBB complaints. The system is rigged to prevent transparency. I demand a full audit, fee breakdown, and legal explanation for the 2% overcharge policy. Elizabethtown officials are all tied to the same boards and are hiking utility costs to fund elite projects while families struggle.
  This is exploitation, not service.
  

  

  Business Response

  Date: 04/28/2025

  Please see the updated details of Ms. ******’s issue below:
  
   
  
  4/9/25 Response
  
   
  
  Issue:  They have closed all in person, customer service and put you through endless loops of automated service or holds and never respond. If they spike bill, they refuse to speak to you and lead a new other option then to pay fraudulent fees. I have requested an audit on my Meter because it is claiming I am running 2400 kWh for a small apartment and it has tripled in the past month and they not look into this and they are financially abusing me. I have documentation where the meter is running at an astronomical speed when there is nothing turned on and the breaker is off. They are scamming customers. This is a major issue with everyone they deal with they are taking advantage of monopolizing the area, forcing customers to pay them without getting them any form of representation or customer service to assist with any issues or complaints. I reached out to the COO as well as the head of HR and every official I could possibly find and with absolutely no help, they will disconnect services without sending a disconnection notice, they will cut off utilities in frigid sub below temperatures with children in your home. They are committing so many illegal acts and nobody is stopping their blatant crimes.
  
   
  
  Background:  Ms. ****** has had service at this premise since 3/1/23. An AMI meter was installed here on 6/3/24. All meter readings have been actual reads, no estimates. On 4/1/25 the service was disconnected for non-payment. A payment of $440.95 was made on 4/1/25 and the service was restored. The current total account balance is $161.97 due 4/15/25.
  
   
  
  Billing Details
  
  2025
  
  4/15/25 - Bill for $602.92 due. Consists of $299.43 previous + $161.97 current charges + $133.34 defaulted payment arrangement + $8.18 late payment charge.
  
  3/31/25 - Final pay date for disconnect notice for $440.95 (mailed on 3/19/25).
  
  3/17/25 - Bill for $299.43 due. Consists of $272.77 current charges + $26.66 monthly payment arrangement (security deposit billed for 2/3/25 disconnect).
  
  2/14/25 - Bill for $644.38 due. Consists of $286.69 previous + $245.15 current charges + $109.04 returned payment + $3.50 return fee.
  
   
  
  2024
  
  4/12/24 – Bill for $135.24 due.
  
  3/15/24 – Bill for $215.01 due.
  
  2/14/24 – Bill for $254.99 due .
  
   
  
   
  
  Resolution:  KU was unable to reach Ms. ****** regarding her issue. If/When KU speaks with Ms. ****** they will review and discuss her billing. KU will explain that all billing has been based on actual readings, no estimates. KU will advise that a disconnect notice was mailed on 3/19/25 with a final pay date of 3/31/25 for the past due balance of $440.95. KU will advise Ms. ****** that since an AMI meter has been installed at her premise, she can access detailed usage information on KU’s website, lge-ku.com.
  
   
  
  KU sent an email to Ms. ****** asking her to contact them if she would like to discuss her issue.
  
   
  
  UPDATE 4/17/25
  
  On 4/17/25, KU contacted Ms. ****** by phone to discuss her concerns. KU began to review the billing, advising that all meter readings have been based on actual meter readings are in line with previous usage. KU explained that some of the billing for the same time last year was higher than this year. Before KU could discuss further, Ms. ****** advised that she believes that the billing is not accurate, and KU is over billing her. KU assured Ms. ****** that the billing is accurate.
  
   
  
  Ms. ****** stated did not want to discuss the matter further advising that she was going to continue to escalate this issue and expose KU.
  
   
  
  KU thanked Ms. ****** for her time, and she ended the call.
  
   
  
  Update 4/18/25
  
   
  
  KU has thoroughly investigated Ms. ******’s billing and determined all charges are accurate with no errors. Multiple individuals with KU have communicated with Ms. ****** and provided all relevant billing information and documents including copies of bills and Meter Test Request forms if she would like to have her meter tested. KU is following all regulatory requirements and there is no further information KU can provide to Ms. ******.
  
   
  
  Despite all evidence to the contrary, Ms. ****** still disagrees with KU’s findings. KU considers this matter resolved and is closing the complaint.  
  
   

  Customer Answer

  Date: 05/03/2025

  Complaint ID ********
  I reject the business response and dispute their claim that this matter is resolved. KU's actions
  violate Kentucky utility regulations and consumer protection laws. Their reply misrepresents the
  facts and ignores evidence.
  A $160 deposit was added to my account without written notice, consent, or explanation. I
  discovered it only after reviewing my April bill-weeks after I filed complaints with BBB and CFPB.
  This violates 807 KAR 5:006 Section 7(1), which requires written notice when a deposit becomes
  necessary.
  My usage remains inflated despite having removed the HVAC fuse and using minimal power. KU
  refused to investigate or test the meter. This violates 807 KAR 5:041 Section 15 and 807 KAR 5:006
  Section 6, which require accurate billing and audit access.
  Bills also contain unexplained spikes, fees, and unitemized taxes. KU closed its local office and
  provides no live support, trapping customers in automated loops. This violates KRS 278.030(1),
  which requires reasonable, efficient service.
  The deposit was kept after being one day late-without prior notice or terms. This violates KRS
  278.160(2), which bars enforcement of undisclosed policies. The timing of this action, after I filed
  complaints, raises concern for retaliation under KRS 367.170.
  This matter is not resolved. I am filing formal complaints with the Public Service Commission and
  Attorney General. Please keep this BBB complaint open and marked as unresolved.
  
  

• Initial Complaint

  Date:01/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received my electric bill for November- December. My last bill was $201.04, and this bill was $643.22. Last year this same bill period was less, and I had heat pump issues, didn't have a tankless water heater that I have this year, and it wasn't much colder, and yet, my bill is outrageous. I called to ask questions, and what I discovered is that SW VA residents have hidden fees in their bill statements. "*** multiplies Kilowatts by .10122 to give us the amount of energy we have used for the cycle period, which is labeled "Current Electric Charges". What they don't reveal is that the charge amount they list, doesn't show that the total, also, includes a Purchase Power Fee, which is the Kilowatts X .02641. Residents assume the amount of their bill is equal to the amount of energy used, plus the Basic Service Charge ($12.00), plus Electric Utility Consumption Tax and Local Utility Tax. When I asked to know where they purchase their energy, they refused to provide me the name. I called 2 other companies, and they told me the names of their energy sources.
  I think our bills should be broken down with specific details, so we can add the numbers for accuracy. What it seems like they are doing, is using the overall figure to make us think our total usage of energy is the Current Electric Charge based on Kilowatts used. They should have to reveal a line that shows how much of that number is part of a Purchasing Fee we are paying them.
  The other companies I contacted gave me all of the figures they use to determine the total of a bill, and they revealed the company they use to purchase energy. We have the right to know exactly what we are being charged for by having all companies label and list each charge.
  My Current Electric Charge(s) is listed as $633.94, minus taxes. If I multiply my Kilowatt (****) by .10122, it equals $493.24.
  $633.94 - $493.24506 =$140.69494, which is not separately labeled. It absolutely should be disclosed on the bill by ***.

  

  Business Response

  Date: 01/21/2025

  Issue:

  I received my electric bill for November- December. My last bill was $201.04, and this bill was $643.22. Last year this same bill period was less, and I had heat pump issues, didn't have a tankless water heater that I have this year, and it wasn't much colder, and yet, my bill is outrageous. I called to ask questions, and what I discovered is that SW VA residents have hidden fees in their bill statements. "*** multiplies Kilowatts by .10122 to give us the amount of energy we have used for the cycle period, which is labeled "Current Electric Charges". What they don't reveal is that the charge amount they list, doesn't show that the total, also, includes a Purchase Power Fee, which is the Kilowatts X .02641. Residents assume the amount of their bill is equal to the amount of energy used, plus the Basic Service Charge ($12.00), plus Electric Utility Consumption Tax and Local Utility Tax. When I asked to know where they purchase their energy, they refused to provide me the name. I called 2 other companies, and they told me the names of their energy sources. I think our bills should be broken down with specific details, so we can add the numbers for accuracy. What it seems like they are doing, is using the overall figure to make us think our total usage of energy is the Current Electric Charge based on Kilowatts used. They should have to reveal a line that shows how much of that number is part of a Purchasing Fee we are paying them. The other companies I contacted gave me all of the figures they use to determine the total of a bill, and they revealed the company they use to purchase energy. We have the right to know exactly what we are being charged for by having all companies label and list each charge. My Current Electric Charge(s) is listed as $633.94, minus taxes. If I multiply my Kilowatt (****) by .10122, it equals $493.24. $633.94 - $493.24506 =$140.69494, which is not separately labeled. It absolutely should be disclosed on the bill by ***.

   

  Background:

  01/06/25

  *** ******** contacted *** upset that her bill was $643.22. *** ******** advised nothing had changed and there should be no reason for her bill to be that high. *** ******** requested that her bill be decreased, *** advised they are mandated to bill for the usage going through her meter and could not make any adjustments on the billing. *** explained this bill was a 34-day bill, usage was in line with last year during the same time. *** ******** advised she tries to keep her thermostat on 70-71 but does adjust when needed to keep it warm. *** advised *** ******** that she does have an AMI meter and explained the process to view her usage in 15-minute increments when she signs up online. *** ******** was not satisfied and requested a supervisor.

   

  An *** supervisor tried to contact *** ******** and had to leave a voice mail for a return call.

   

  *** ******** contacted *** back and advised she missed a call from a supervisor. *** tried to assist *** ******** and advised *** is unable to decrease her bill and that *** is required to bill the usage that is used. *** ******** advised she wanted a supervisor and that she would be contacting the Better Business Bureau.

   

  *** supervisor contacted *** ******** to discuss her concerns.  *** went over the billing, temperatures and other factors that may determine how many days she is billed for in a billing cycle. *** went over the line items on the bill and explained those to *** ********. *** gave the energy charge rate per kWh and discussed levelized fuel factor charges and basic service charge. *** advised they would reach back out to *** ******** with information included in the energy charge.

   

  01/07/25

  *** supervisor contacted *** ******** explained all the charges on her bill. *** ******** is upset over the levelized fuel factor. *** advised that the ******** ********** reviews this charge once a year and it may increase or decrease due to the forecasted fuel cost. The charge is from April to March each year and the any changes will go into effect. *** ******** advised she was still very upset and would report to the Better Business Bureau and the ******** **********.

   

  *** rates and tariffs are approved by the ******** ***** *********** **********.

   

  KU/*** primarily produces energy from its own power generating facilities to serve customers throughout its service territory.

  KU/*** will on occasion purchase energy from the neighboring markets for economic reasons to ensure it can provide least cost energy to its customers.

  Resolution:

  01/20/25 ******* has made multiple attempts to contact *** ******** but was only able to leave voice messages for a return call. There has been no response. If/when ******* speaks with *** ********, she will update the Better Business Bureau.

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My child and I have been misplaced from our apartment for TWO months due to electrical issues. Kentucky Utilities has shown ZERO sense of urgency in restoring power for my unit. They scheduled an appointment today to come out and restore services. I waited all day and received no calls, texts, or updates. Nobody ever shows up after they told me that someone would be coming to restore my electric between the hours of 8 am-5 pm. I still have ZERO electric and customer service refuses to be helpful or rectify the situation.

  

  Business Response

  Date: 12/02/2024

  Issue:

  Email from Customer:

   

  Kentucky Utilities has taken ZERO initiative to get my Electric restored. I had an appointment for 11/27/2024. Nobody ever showed up or called to restore my services after setting an appointment to come out. My power has been off for 2 months due to electrical issues and they continue to postpone doing their job so that my child and I can move back into our home.

   

  Background:

  09/04/24

  KU issued the current bill of $177.71 due 09/27/24.  This bill consists of the current charges $113.16 and the past due balance $64.55.

   

  09/06/24

  A payment of $61.22 posted to the account.

   

  10/01/24

  KU issued a disconnect notice for the balance $119.89 due 10/11/24.

   

  10/02/24

  KU issued the current bill $208.96 due 10/28/24.  This bill consists of the current charges $89.07 and the past due balance $119.89.

   

  10/15/24

  KU disconnected the service for the past due balance $119.89

   

  10/18/24

  A payment of $116.49 posted to the account.

   

  10/31/24

  KU visited the property to verify if meter still here and if service active.  Technician noted the meter is not here and meter base blanked off.

   

  11/26/24

  *** ******* contacted KU regarding having her services restored.  States she called previously and was advised that someone would be out to restore the services but that hasn't happened.  LG&E confirmed when the services were disconnected and no reconnect order entered, the account the was finaled. KU entered an order to place the service in *** ********* name effective 11/27/24.

   

  11/27/24

  *** ******* contacted KU regarding the reconnection of service.  States she had an appointment scheduled for today to restore the services and no one every showed up and she has no electric.

   

  12/02/24

  KU installed AMI meter # ******* and restored electric service.  The breaker under the meter was off.  KU technician spoke with leasing office regarding this issue.  Manager accompanied technician back to the meter and flipped the breaker on.  Office manager contacted *** ******* and advised services have been restored.

   

  Resolution:

  12/02/24 - Richard contacted *** ******* and discussed her issue.  Confirmed the KU technician was on site today and installed the new AMI meter and restored the services.  *** ******* was very appreciative of ********* call and KU working to restore her services today.

   

  Thanks,

   

  ******* ** *******

   

• Initial Complaint

  Date:11/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10-29-24 I was retaliated against by Kentucky Utilities for a earlier report to the BBB. Without notice or warning my electricity was cut off due to a past due balance of $82. Knowing that I report them and their shady unfair practices as a monopolized utility company I am being hand selected for my electric to be cut off, charged for reactiviation and charged a $160 deposit for being a “bad boy” and having these criminals cut off my electricity. I begged and pleaded with them to not steal more money from me but they laughed in my face and told me to find another electric company. If I wasnt a small time regular person like the person reading this I would take them to court but being the everyman I can’t take on a billion dollar evil monopoly. Retaliation for reporting someone is a massive no-no, however very consistent with their practices so I wouldn’t expect any less. Avoid moving to Kentucky becuae the Utility companies, KU in specific, will steal money from the working man for “terms” I NEVER agreed to and NEVER would have. I wouldnt have even moved to this state knowing the unbelievable lengths a billion dollar company will go to to steal from their customers. I am distraught and fee violated by KU and their employees.

  

  Business Response

  Date: 11/11/2024

  Issue:  10-29-24 I was retaliated against by Kentucky Utilities for a earlier report to the BBB. Without notice or warning my electricity was cut off due to a past due balance of $82. Knowing that I report them and their shady unfair practices as a monopolized utility company I am being hand selected for my electric to be cut off, charged for reactiviation and charged a $160 deposit for being a “bad boy” and having these criminals cut off my electricity. I begged and pleaded with them to not steal more money from me but they laughed in my face and told me to find another electric company. If I wasnt a small time regular person like the person reading this I would take them to court but being the everyman I can’t take on a billion dollar evil monopoly. Retaliation for reporting someone is a massive no-no, however very consistent with their practices so I wouldn’t expect any less. Avoid moving to Kentucky becuae the

  becuae the Utility companies, KU in specific, will steal money from the working man for “terms” I NEVER agreed to and NEVER would have. I wouldnt have even moved to this state knowing the unbelievable lengths a billion dollar company will go to to steal from their customers. I am distraught and fee violated by KU and their employees.

   

  Background:   In the past twelve months this account has had 8 disconnect notices issued and 2 disconnects for non-payment.

   

  On 5/30/24, *** ****** filed a complaint with the BBB regarding his service being disconnected for non-payment on 5/30/24. When disconnected for non-payment, any KU customer that does not already have a security deposit on file, one is billed. After receiving *** ******'s complaint, KU waived the $160.00 security deposit as a one-time courtesy to work with him. KU was unable to reach *** ****** to discuss his complaint or discuss the fact the security deposit was being waived as courtesy. A letter was mailed to *** ****** asking him to contact KU if he would like to discuss his concerns further but did not receive any contact from *** ******.

   

  On 10/30/24, *** ******'s electric service was disconnected for non-payment again. After making a payment for $158.22, the service was reconnected. As part of KU's normal policy, a security deposit of $160.00 was billed to the account. This deposit was broken into six payments of $26.66 to begin being billed with his next month bill. This security deposit only held until the customer has twelve consecutive months of good pay history with KU, then it is credited back to the customer with interest. Each time there is a late payment, return, etc. the twelve months of holding the deposit is reset. If a customer does not have the twelve months of good history needed to refund the deposit, the interest is credited back to the account once  a year. If the customer stops service, the deposit is credited back to the account at that time.

   

  KU is unable to waive the security deposit again, so it must remain on the account. The $160.00 security deposit was broken down into six payments of $26.66 to be added to the monthly bill beginning on the December bill.

   

  Normal monthly bills and disconnection notice was mailed to *** ****** via USPS. None of the correspondence sent to *** ****** was returned to KU as undelivered.

   

  Recent Billing History

  10/15/24 - Bill for $183.09 due. Consists of $92.94 previous balance + $87.36 current charges + $2.79 late payment charge.

  10/29/24 - Final pay date for disconnection notice for $83.09.

  11/13/24 - Bill for $158.22 due. Consists of $83.09 previous balance +$75.13 current charges.

   

  Resolution:   KU was unable to reach *** ****** by phone to discuss his concerns. If/when KU speaks with *** ****** we will review our disconnection policy. KU will explain that a disconnect notice with a final pay date of 10/29/24 for the past due balance of $158.22. When this was not paid, the service was disconnected on 10/30/24. Once this past due amount was paid, the service was reconnected later that day.

   

  KU will advise *** ****** that he is not being singled out or experiencing any retaliation. This process is the same for all KU customers when service is disconnected for non-payment. When service is disconnected for non-payment and there is no security deposit being held, one is billed. This is a refundable security deposit. After having twelve consecutive months of good payment history with KU, the deposit is credited back to the customer account plus any interest accrued while we held the deposit.

   

  KU will explain that we have worked with him pointing out that in May 2024, when his service was disconnected KU waived the $160.00 security deposit as a one time courtesy. KU will explain this is why he is now being billed the security deposit since the service as disconnected again. This deposit is not required up front and has been broken into six payments of $26.66 to be added to his bill each month beginning with his December bill.

   

  Attached is a copy of the letter mailed to *** ******, advising him that if he would like to discuss his concerns he may contact us by phone.

   

  KU will send a follow up to this response if we speak with *** ******.

   

• Initial Complaint

  Date:10/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company shows $274.03 credit. Called last week and informed me that the would be in touch today. Tried calling today and was hug up on. Need help in getting resolution. Thank you

  

  Business Response

  Date: 10/25/2024

  Issue:   Company shows $274.03 credit. Called last week and informed me that the would be in touch today. Tried calling today and was hug up on. Need help in getting resolution.

   

  Thank you

   

  Background:   For *** ********* bill due 9/17/2024. The $19 represents “non-energy charges” which cannot be offset by his energy credits.

   

  Below is a breakdown of the net meter billing charges:

   

  Energy Charges (can be offset by credits)

  $83.31 Energy Charge

  $1.35 Electric DSM

  $-3.22 Fuel Adjustment

  $81.44 Total Energy Charges ? able to be offset by generation credits

   

  Generation Credit (can be used to offset energy charges)

  $116.68 Energy Charge

   

  Therefore $81.44 of the excess generation credit will be used to offset energy charges and the remainder ($35.24) was added to *** ********* credit for the next month.

   

  Resolution:   The manager of KU's Net Metering Department responded to *** ******* via email on 10/22/24 addressing his billing questions. *** ********* bill was broken down and explained in detail.

   

  KU has not received any further follow up from *** ******* and assumes *** ********* questions have been answered. If *** ******* sends any further questions, KU will address those as well.

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Well for one this company says they sent a disconnect notice to my house I never got on so they shut off my power after I called and was told by there system there never was a disconnect notice so I layover 200$ to hear every excuse on why they haven’t turned it on at this point this is itheft of services

  

  Business Response

  Date: 10/21/2024

  Issue:   Well for one this company says they sent a disconnect notice to my house I never got on so they shut off my power after I called and was told by there system there never was a disconnect notice so I layover 200$ to hear every excuse on why they haven’t turned it on at this point this is itheft of services.

   

  Background:   In the past twelve months *** ******** account has had 3 late payments, 5 disconnect notices issued, 1 defaulted payment arrangement and 1 disconnect for non-payment.

   

  On 10/1/24, a disconnect notice for $206.26 with a final pay date of 10/11/24 was mailed. This notice did not return to KU, if *** ****** did not receive it, perhaps it was lost by ****. 

   

  Electric service was disconnected for non-payment on 10/15/24 at 10:59 am. After making payment of $206.26, the electric service was reconnected later that same day at 12:01 pm.

   

  Resolution:  KU was unable to reach *** ****** to discuss his concerns. If/when KU speaks with *** ****** we will review our disconnection/reconnection policies. KU will

  advise that a disconnect notice was mailed on 10/1/24 for a past due balance of $206.26 with a final pay date of 10/11/24.

   

  Attached is a copy of the letter being mailed to *** ****** advising him to contact KU if he would like to discuss his concerns.

   

  KU will send a follow up to this response if we speak with *** ******.

• Initial Complaint

  Date:07/01/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a shut off notice for my electric from Kentucky Utilities, I called to get a medical extension and was told that it would be sent over to my doctor, at 10:00 am todayI called my doctor and they still hadn’t received the form so in this time while waiting for the form to get to my doctor they shut my service off, now they are saying it won’t be back on until I pay the whole amount due. My mother is living with me and she is disabled on oxygen and dialysis. Please help me

  

  Business Response

  Date: 07/03/2024

  Please see the details and resolution of *** ********** issue below: 
  
  Issue:   Hi I have tried to work with KU they said they send the form to my doctor at 9:43 yesterday morning , after several calls to KU I am find no one will help KU waited for my service to go off at 9 am before they even dent the fax to my doctor, I was miss lead on who sends what, the rep at 7:30 told me the fax went thru and for me to call so he could watch the fax machine. He received the fax at 7:30 am this morning. So basically the rep laid just a cover so that they could turn off my power before the medical form is over there but they won’t except it now because I didn’t get it to them before they turn the power off it’s probably hard to get something to them that I didn’t have before they shut the power off and I had it but they will not do anything they will not work with me they won’t do anything I told him that I can’t go until my title gets here
  and they said it should be here by Monday appointment to go Wednesday just in case that is it now my husband is unstable he is on disability and uses oxygen daily I also have a lot of health problems as stated by my doctor. Please help me get my power back on.
  
  Thank you
  
  Background:   In the past twelve months, *** ******** has had 8 late payments, 9 disconnect notices issued, 8 defaulted payment arrangements, 2 disconnects for non-pay and two returned payments. 
  
  Currently the total account balance is $1,419.29. $1,274.93 of this is past due consisting of $997.26 that is more than 90 days past due, $149.69 that is more than 60 days past due, $127.98 that is more than 30 days past due. 
  
  Recent Billing History
  7/25/24 - Bill for $1,419.29 due. Consists of $1,282.75 past due + $144.93 current charges - $7.82 interest for security deposit being held. 
  6/28/24 - Final pay date for disconnect notice for $1,146.95. 
  
  On 7/1/24, there was a pending disconnect order on *** ********** account due to a past due balance. Once an order is pending, only full payment of the past due balance will cancel a pending disconnect order. *** ******** contacted KU on the morning of 7/1/24, requesting a medical extension. KU obtained the contact information for the doctor office as well as permission from *** ******** to contact the doctor office to start the process. KU spoke with the doctor’s office that morning and faxed the forms to them to complete and return for the medical extension, KU received confirmation that the fax was successfully received by the doctor’s office at 9:45 am. The completed forms were not received before the service was disconnected at 10:04 am. KU typically recommends that customers make these type of requests and have them completely processed before the final pay date of the disconnect notice to avoid such outcomes as we cannot cancel a pending disconnect without full payment of past due or receipt of valid, completed forms for the medical extension from the doctor’s office prior to disconnect. Now that service is disconnected, it will require the full past due balance of $1,274.93 to reconnect service. 
  
  7/1/24 - Listened to *** ********** call to customer service, the CSR that assisted her followed the process correctly and did not advise any incorrect information or mislead *** ********* 
  
  PSC Regulations and Tariff:   KU PSC Sheet Number 
  
  Resolution:   On 7/2/24, KU spoke with *** ******** regarding her issue. KU explained to *** ******** that once the service is disconnected, it would require the whole past due balance of $1,274.93 be paid in order to have the service reconnected. KU advised *** ******** that he reviewed her phone call with customer service on 7/1/24, when she requested that KU reached out to her doctor for the medical extension. The CSR that assisted her followed the process correctly and did not mislead her as she states. The CSR explained that typically we recommend that a customer have request for a medical extension complete before the final pay date of the disconnection notice. The CSR explained that since the disconnection order was already pending it was not possible to guarantee the service would not be disconnected but if valid documents was received from her doctor before the service was disconnected, the extension could be added and disconnect order canceled. The CSR also explained that if the service is disconnected before these documents are received, it would require the full past due amount to reconnect the service. KU advised *** ******** that when/if she pays the past due amount, she will want to contact KU to request reconnection of service. KU advised that if she contacts KU by 5:00 pm ET, the service can be reconnected the same day. 
  
  *** ******** was not pleased with the information that KU provided, stating that she was reaching out to her state representative and would be reaching out to her attorney. 
  

• Initial Complaint

  Date:06/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was hit with a $800 something bill,because KU didn't read our meter.
  I am fine with paying what I owe over time,and I have, but getting to the bottom of our problem still continues. There are no local offices to help fix the issues.

  

  Business Response

  Date: 06/17/2024

  Issue:

  I was hit with a $800 something bill, because KU didn't read our meter. I am fine with paying what I owe over time, and I have, but getting to the bottom of our problem still continues. There are no local offices to help fix the issues.

   

  Background:

  02/06/24

  KU issued a bill for $195.91 due on 02/29/24. This was an estimated bill for usage dates 01/04/24 to 02/05/24.

   

  03/06/24

  KU issued a bill for $876.01 due 03/28/24. This was a verified reading for usage dates 02/05/24 to 03/05/24.

   

  03/07/24

  *** ******* set up a payment arrangement for the total bill of $876.01. To pay 292.00 on 04/26/24 and 05/29/24. $292.01 due on 07/01/24.

   

  04/04/24

  KU issued a bill for $146.00- due 04/26/24. This was an estimated bill for usage dates 03/05/24 to 04/03/24.

   

  05/20/24

  KU issued a bill for $414.32 due 0612/24. this was an actual reading for usage dates 04/03/24 to 05/03/24.

   

  06/06/24

  KU issued a bill for $957.17 due on 07/01/24. This was an actual reading for usage dates 05/03/24 to 06/05/24. Previous balance of $414.32, current bill $250.84 and payment arrangement of $292.01.

   

  PSC Tariff & Regulations: KU Sheet 101

   

  Resolution:

  06/17/24 ******* was able to speak with *** ******* and had a good discussion concerning her issue with the meter estimations. ******* advised *** ******* that she reached out to the meter reading supervisor and the estimations were due to staffing and have now been resolved. ******* apologized to *** *******, and she was appreciative for the follow up and resolving her issues.