Complaints

• Initial Complaint

  05/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We opted out of the new smart meter because of the EMF radiation of the units. I have an EMF measuring device and our neighbor’s was showing levels far above safe levels being emitted as a pulse every 3-4 seconds. We were not told by the technician there would be penalties for opting out. Then we got a letter informing us we would be charged $15 extra per month for opting out! One, they are implying it will cost one man $15 a month to check our meter, which takes about 10 seconds each time. Two, we were ALREADY paying for this manual checking of the meter before!! So they are essentially charging us an extra $15 for the exact same service, which still only takes a few seconds. Three, we would be happy to call or email our meter reading to KU each month to remove the $15 monthly extortion fee they are attempting to collect for not installing their “smart” meter. This is a disgusting abuse of monopoly power when we have no other choice of service.

  

  Business response

  06/01/2023

  06/01/23Sent an email to ***************************** with the following information.  

  As a regulated utility, the rates and services provided by Kentucky Utilities Company (“KU”) fall within the exclusive jurisdiction of the Kentucky Public Service Commission (KPSC).  In 2021, KU received approval from the KPSC to install advanced meters throughout its service territory (link to case 2020-00349).    

  Per the terms of KU’s tariff, which governs this situation, a customer may opt out of the AMI program.  However, there is a corresponding monthly fee of $15.00 per meter (See Original Sheet 45.2: KU-Electric-Rates AMI Opt Out Charges) Rates and tariffs | LG&E and KU (lge-ku.com).

  KU is required to manually read the meter every six months.  That means after submitting five readings, a meter reader will go onto the property to obtain a meter reading.   

  
  Customers who have opted out of the meter upgrade program can elect to opt-in at any time at no cost. Once the meter is upgraded, the monthly fee will be removed from the bill invoice

   

  Customer response

  06/05/2023

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

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom It May Concern, On April 12, 2023, Kentucky Utilities (KU) had a subcontractor trimming tree branches in my backyard, when one of the workers dragged branches underneath the roofline of my utility shed, which caused scratches to the right-hand side and for the corner of the shed to become bent. Following the next day, I contacted KU to inform them of the damage that had occurred. Someone came out 1-2 days later and took photos. Following thereafter a *** ****** of ****** **** ******* (subcontractor) came out and stated that he felt that the tree branches were "light" and not enough to cause any damage. Additionally, he stated that my shed was "old" and likely already in poor condition, including that my complaint did not warrant any further attention as a result of. I am highly appalled at the handling and professionalism of this matter. I do realize that my shed is older but that does not allow for damage to occur without repair or compensation for repair. Furthermore, I have video footage that shows the damage having occurred, as well as video of the sheds condition prior. I am willing to escalate this matter further if needed beyond the BBB. However, I am hoping that this issue can be resolved at this level beforehand.

  

  Business response

  05/04/2023

  Issue:

  On April 12, 2023, Kentucky Utilities (KU) had a subcontractor trimming tree branches in my backyard, when one of the workers dragged branches underneath the roofline of my utility shed, which caused scratches to the right-hand side and for the corner of the shed to become bent. Following the next day, I contacted KU to inform them of the damage that had occurred. Someone came out 1-2 days later and took photos. Following thereafter a *** ****** of ****** **** ******* (subcontractor) came out and stated that he felt that the tree branches were "light" and not enough to cause any damage. Additionally, he stated that my shed was "old" and likely already in poor condition, including that my complaint did not warrant any further attention as a result of. I am highly appalled at the handling and professionalism of this matter. I do realize that my shed is older but that does not allow for damage to occur without repair or compensation for repair. Furthermore, I have video footage that shows the damage having occurred, as well as video of the sheds condition prior. I am willing to escalate this matter further if needed beyond the BBB. However, I am hoping that this issue can be resolved at this level beforehand.

   

  Background:

  04/17/23

  *** **** called stating KU had tree trimmer at her location last week working and damage occurred to her shed.  *** **** inquired who she needs to speak with to have this repaired?  KU referred *** **** to the claims department to file a claim for the incurred damages. 

   

  04/21/23

  *** **** called stating KU completed tree trimming at her location and she made reported the damages that occurred during the work.  *** **** stated she spoke with ********* in the claims department and was advised someone from the forestry department would contact her regarding this issue.  *** **** has not heard from anyone and is unable to get back in contact with ********* in the claims department.

   

  04/24/23

  *** **** called regarding the damage done to her shed when the tree trimming was completed.  Someone was on site today and stated the branches were not that heavy.  *** **** wants someone else to come out to the property and investigate the issue.  A ticket was entered for the ******** ********** to investigate accordingly.

   

  The Project Manager with ****** **** ******* met with **** **** to inspect her shed and get a full perspective on her complaint. Her allegation is that we damaged her shed on three sides and one roof corner by pulling brush out of the yard during our trimming process. Upon inspection, all the dents in the sides of the shed and the roof corner are pre-existing, old damage not caused by the trimming process. Everything that was trimmed was small in diameter and would not have caused the dents in the side of her shed. While several water sprouts did fall on top of the shed during the trimming process, none of them were large enough to cause any damage to the metal structure. The Project Manager personally viewed each security camera video with her in person, and the main sections of damage are in plain view before our trimmer even ascended the tree. Also, he attempted to relieve her concerns multiple times by trying to explain what she was seeing in the videos, but she refused to accept his answers in their entirety. Finally, he offered to physically show her the dents and why they are certainly old damage, but she refused to look at the shed in a closer inspection.

   

  04/26/23

  *** **** called stating she has called previously and filed a claim regarding damages to her shed when the tree trimmer was on site.  Someone from ****** **** ******* came and stated the damage was previously damaged and KU would not be making any repairs to the shed.  States this was a very bad job and debris was left in the yard as well.  *** **** is upset that KU will not accept any responsibility for this issue.

   

  Resolution:

  05/04/23 - The KU Arborist contacted *** **** and discussed her issue.  ****** **** ******* completed routine trimming in this area.  Nothing of size fell on the shed, nor is there any evidence that support her claims. The Arborist watched the videos *** **** has from her “Ring Camera” and it appears that the damages to the corner of the roof and bottom side of the walls were already present, as you couldn’t see any changes in angles/lighting to the shed. The Arborist tried to explain the matter to *** ****, and she kindly disagreed. She states that she has other videos supporting her claim that the damages were not there but could not produce them for the Arborist. All the areas she points out appear to have a fair amount of rust over them or tire/scuff marks possibly from a mower, but not the limbs that were removed from the tree. The Arborist inquired what *** **** is seeking in her complaint and was money to replace the shed.

  Customer response

  05/04/2023

  
  Complaint: ********
  I am rejecting this response because: please see attachment as response would not process to next page and was only 509 words out of 2000 permitted. I do have video footage but am uncertain if this format of sending will accept but could send separately via email if need be. 
  
  Sincerely,
  
  ****** ****

  

  Business response

  05/08/2023

  Issue:

  On April 12, 2023, Kentucky Utilities (KU) had a subcontractor trimming tree branches in my backyard, when one of the workers dragged branches underneath the roofline of my utility shed, which caused scratches to the right-hand side and for the corner of the shed to become bent. Following the next day, I contacted KU to inform them of the damage that had occurred. Someone came out 1-2 days later and took photos. Following thereafter a *** ****** of ****** **** ******* (subcontractor) came out and stated that he felt that the tree branches were "light" and not enough to cause any damage. Additionally, he stated that my shed was "old" and likely already in poor condition, including that my complaint did not warrant any further attention as a result of. I am highly appalled at the handling and professionalism of this matter. I do realize that my shed is older but that does not allow for damage to occur without repair or compensation for repair. Furthermore, I have video footage that shows the damage having occurred, as well as video of the sheds condition prior. I am willing to escalate this matter further if needed beyond the BBB. However, I am hoping that this issue can be resolved at this level beforehand.

   

  Background:

  04/17/23

  *** **** called stating KU had tree trimmer at her location last week working and damage occurred to her shed.  *** **** inquired who she needs to speak with to have this repaired?  KU referred *** **** to the claims department to file a claim for the incurred damages. 

   

  04/21/23

  *** **** called stating KU completed tree trimming at her location and she made reported the damages that occurred during the work.  *** **** stated she spoke with ********* in the claims department and was advised someone from the forestry department would contact her regarding this issue.  *** **** has not heard from anyone and is unable to get back in contact with ********* in the claims department.

   

  04/24/23

  *** **** called regarding the damage done to her shed when the tree trimming was completed.  Someone was on site today and stated the branches were not that heavy.  *** **** wants someone else to come out to the property and investigate the issue.  A ticket was entered for the Forestry Department to investigate accordingly.

   

  The Project Manager with ****** **** ******* met with **** **** to inspect her shed and get a full perspective on her complaint. Her allegation is that we damaged her shed on three sides and one roof corner by pulling brush out of the yard during our trimming process. Upon inspection, all the dents in the sides of the shed and the roof corner are pre-existing, old damage not caused by the trimming process. Everything that was trimmed was small in diameter and would not have caused the dents in the side of her shed. While several water sprouts did fall on top of the shed during the trimming process, none of them were large enough to cause any damage to the metal structure. The Project Manager personally viewed each security camera video with her in person, and the main sections of damage are in plain view before our trimmer even ascended the tree. Also, he attempted to relieve her concerns multiple times by trying to explain what she was seeing in the videos, but she refused to accept his answers in their entirety. Finally, he offered to physically show her the dents and why they are certainly old damage, but she refused to look at the shed in a closer inspection.

   

  04/26/23

  *** **** called stating she has called previously and filed a claim regarding damages to her shed when the tree trimmer was on site.  Someone from ****** **** ******* came and stated the damage was previously damaged and KU would not be making any repairs to the shed.  States this was a very bad job and debris was left in the yard as well.  *** **** is upset that KU will not accept any responsibility for this issue.

   

  Resolution:

  05/04/23 - The KU Arborist contacted *** **** and discussed her issue.  ****** **** ******* completed routine trimming in this area.  Nothing of size fell on the shed, nor is there any evidence that support her claims. The Arborist watched the videos *** **** has from her “Ring Camera” and it appears that the damages to the corner of the roof and bottom side of the walls were already present, as you couldn’t see any changes in angles/lighting to the shed. The Arborist tried to explain the matter to *** ****, and she kindly disagreed. She states that she has other videos supporting her claim that the damages were not there but could not produce them for the Arborist. All the areas she points out appear to have a fair amount of rust over them or tire/scuff marks possibly from a mower, but not the limbs that were removed from the tree. The Arborist inquired what *** **** is seeking in her complaint and was money to replace the shed.

   

  05/05/23 – KU’s position has not changed regarding this issue.  We have reviewed this with *** **** on 2 separate occasions and explained the damages in question did not occur due to the tree trimming by KU.

  Customer response

  05/10/2023

  
  Complaint: ********
  I am rejecting this response because:
  their position on the matter reflects their best monetary interest only. As stated, I will now move forward by asserting my claim through the legal system, as I have first tried to dispute the matter.

  
  Sincerely,
  
  ****** ****

• Initial Complaint

  02/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  As with many other people I received a ridiculously high electric bill this month (it was almost $800). I understand that rates and winter temperatures can cause your bill to increase in winter months. However the amount of kwh that they are saying that we have used, is virtually impossible for the size home. They are saying that my usage increased by over 1000%. I am property manager and have a vacant house that is 982 sq. ft. It is empty and the the thermostat is set on 60-65degrees. Yet they are saying the usage is as much as an 18,000 sq. ft. office building that I also manage that has people in it every day. We did have some really cold temperatures, but most of the billing cycle was in the 40s-60s. A simple google search shows I am not alone in this. I don't know what KU did last month but something is off and needs to be looked into.

  

  Business response

  03/14/2023

  Issue:

  My utility bill usage (not rate, but kwh) increased by over 1000%. I understand rates going up and winter months being higher, but the amount of usage they are saying is being used is not possible for a home of my size. I also have a vacant rental property that was the same way. The unit is vacant, and Kentucky Utilities is saying that a 982 sq. ft home that is vacant is using as many kwh as an 18,000 sq. ft. office building. I do not know what KU has done over the last month, but something is off, and I feel I am not the only one experiencing this.

   

  Background:

  01-26-2023

  *** ****** contacted KU due to the high bill received. KU advised *** ****** KU estimated her bill for the previous 2 months were estimated. On Jan 25^th an actual read was received. *** ****** states that she doesn’t have the money to pay the bill. KU advised we would be able to assist with setting up a payment arrangement if needed. *** ****** wants to know if someone is tapping into her meter. KU advised *** ****** on the bill where she can see if the meter has been estimated. If an extension is needed *** ****** will call back to have one requested.

   

  PSC Tariffs and Regulations: PSC KU Sheet 101

   

  Resolution:

  **** contacted *** ****** to discuss her complaint. **** advised *** ******* I entered a re-read request to verify the usage on the meter. The read was received on 01-31-2023 and the usage was 54,763kwh. On 1-25-2023 the actual read stated 54,146 kwh. The previous 2 months of usage were underestimated, *** ****** has only been at the location since October 2022. With this being *** ****** first winter in the location, she doesn’t have 12 months’ worth of usage. On each bill that was estimated, it’s indicated on the bill. **** advised the usage is in line with previous years, however since the service was not in the customer’s name, I wouldn’t be able to provide *** ****** with that information. *** ****** asked if the rental office could get the information? **** advised only if the services were in their name at that time. *** ****** stated she is getting an electrician to come out, and she will go from there. *** ****** disconnected the call. No payment arrangement was offered due to the call being ended.

  Customer response

  03/14/2023

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

  I have had not one but two electricians come out and test my house and neither of them are seeing the usage that KU is stating (between 80-100kwh/day).  I called KU and let them know this.  They sent out a technician to change out the meter.  He let us know that he was also not seeing us pulling the amount of usage that KU was saying and that a light on the old meter indicated it was not working properly.  The new meter has been working and is showing half of the usage (around 36-40kwh/day) of what I am being charged for over the past several months. The technician that came out told us they are not supposed to put notes on the account or to tell customers that their meter isn't working properly.  I called to KU and let them know this but their view is that was what the reading (on a faulty meter) said so therefore it must be owed. KU let me know if I wanted to pay them an additional fee I could have the old meter tested.  Why would I give KU any more money than what I am already stuck paying?  I will end up paying the outrageous bills because I have to have electric.  I understand that the bill several months ago was estimated and had it not been, I could have discovered that this was an issue after living in the house for one month and would have only had a $300 bill instead of paying $1200 over the course of 3 months.  There really needs to be some sort of other options for utilities or someone from outside the company doing investigations, because any other legitimate business would not be allowed to operate this way.  
  
  Sincerely,
  
  ******* ******

  

  Business response

  03/17/2023

  03/15/23– KU’s response has not changed.  The information is still the same as the original response.

• Initial Complaint

  01/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Started this account with LGE 9/28/22. On Oct 11th i received The first bill for the $13 at over $200 for electrical services. I have Solar panels on this new home. When i called to find out i need to speak to net metering, an email is sent to net metering for someone to call me. Took 5 weeks for the guy to call me. I now have a late fee and told they are about to disconnect my power. Meanwhile i called 9 times between. This guy tells me my bill is messed up and he would have the late fee removed and take a look at the first bill and get back to me. I’ve called once a week since then. We are now on 3 months from the initial call with the threats of being turned off but no one from net metering calling me back. No one will adjust the bill. I work a fulltime job and have no spent too much time trying to take time off my job to call and get this corrected to be at a dead end. I’m about to send LGE an invoice for all the time I’ve spent on calls for this. In addition, my property that is currently for sale had a bill of $198 when no one is there. I went 7 days after the bill, took a pic of the meter and spoke to someone. Sent in the pic of the meter and was told that bill was wrong and will be adjusted. 2 weeks later, and the bill is due in a week and still not adjusted. This company makes me sick bc they can’t own up to a mistake and then threatens to take action with shutting off power, but i cant Pay for a bill i dont Really owe, so I’m at a lost.

  

  Business response

  02/21/2023

  Issue:   Started this account with LGE 9/28/22. On Oct 11th I received the first bill for the $13 at over $200 for electrical services. I have Solar panels on this new home. When I called to find out I need to speak to net metering, an email is sent to net metering for someone to call me. Took 5 weeks for the guy to call me. I now have a late fee and told they are about to disconnect my power. Meanwhile I called 9 times between. This guy tells me my bill is messed up and he would have the late fee removed and take a look at the first bill and get back to me. I’ve called once a week since then. We are now on 3 months from the initial call with the threats of being turned off but no one from net metering calling me back. No one will adjust the bill. I work a fulltime job and have no spent too much time trying to take time off my job to call and get this corrected to be at a dead end. I’m about to send LGE an invoice for all the time I’ve spent on calls for this. In addition, my property that is currently for sale had a bill of $198 when no one is there. I went 7 days after the bill, took a pic of the meter and spoke to someone. Sent in the pic of the meter and was told that bill was wrong and will be adjusted. 2 weeks later, and the bill is due in a week and still not adjusted. This company makes me sick bc they can’t own up to a mistake and then threatens to take action with shutting off power, but I cant Pay for a bill I don’t Really owe, so I’m at a lost.

   

  Background:   

  Service for this premise is in the name of ***** ********. ******* ******** is listed on the account as a roommate. Their account has been active since 9/29/22. All billing since beginning service does reflect that there is a net meter at the premise. The first bill reflected usage/generation for roughly half a month (twelve days).

   

  **** *** Metering Department did review the billing her when Ms. ******** first contacted KU in November/December of 2022. Our Net Metering Department did attempt to reach Ms. ******** by phone to discuss her concerns and advise that the billing was accurate, but there was no answer and they were unable to leave a voice message.

   

  Both **** *** Metering Department and ***** **** have reviewed all usage and generation data from the net meter at this premise and did not find anything to indicate there was an error in billing. The Net meter that is installed at the premise was new when placed there in the fall of 2021 and was tested at that time to be registering usage with 100 % accuracy. As an extra verification the meter was checked and tested on-site and found to still be functioning with accuracy.  

   

  It is important to keep in mind that all customers see an increase in billing during the winter months. This winter in particular has seen record cold temperatures and thus would heavily impact a customer’s usage and billing. This is the first winter bills the customer has received since beginning service here and the usage is in line with what is expected for this time of year.

   

  Billing History

  1/10/23 – Bill for $568.92 due. Consists of $234.61 previous balance + $334.31 current charges

  12/22/22 – Disconnection Notice final pay date for $234.61 past due balance

  12/8/22 – Bill for 517.61 due. Consists of $218.77 previous balance + $290.81 current charges + $8.03 late payment fee.

  11/22/22 – Disconnection Notice final pay date for $275.77 past due

  11/7/22 – Bill for $267.74 due. Consists of current charges.

   

  As a courtesy, the $10.03 late payment charge that was assessed to the account on 1/11/23 was removed.

   

  Policy, Regulations and Tariff:  LG&E PSC Sheet Number 98

   

  Resolution:   Ms. ******** did also contact the Kentucky ******** ********* Office regarding this same matter on 1/10/23 and LG&E worked with them at that time to investigate and resolve the matter.

   

  It was explained to Ms. ******** that all billing had been thoroughly reviewed and the meter had been checked to verify it was functioning with accuracy. No issues were found with the meter and all billing was confirmed to be correct. Ms. ******** was advised that per LG&E’s tariff, no adjustment or changes could be made to the billing if it was determined to be accurate. As a courtesy all late payment fees, totaling $10.03, were removed from the account.  

• Initial Complaint

  01/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We have been KU customer for years, our billing has been always on budget auto payment. Our budget payment amount has been $80 monthly prior to October, 2022, then it jumped to $112, we didn’t discover the problem until we received the first $112 bill. We called right after we received the first higher bill and explained to KU customer service rep that July electric usage (2761 kWh) does not make sense it was extremely higher than our normal summer usage and we didn’t have extra activities during that month. Normal usage has been around 550-650 kWh summer time. We asked for adjustment/refund and need explanation but KU indicated that since we did not call right away they can’t check and it will just average out in the future months, but it didn’t. We have seen a lot of complaints in the NextDoor App from people in Lexington area facing the similar problem with KU. Again we are asking for adjustment based on our average usage.

  

  Business response

  02/21/2023

  Issue:   We have been KU customer for years; our billing has been always on budget auto payment. Our budget payment amount has been $80 monthly prior to October 2022, then it jumped to $112, we didn’t discover the problem until we received the first $112 bill. We called right after we received the first higher bill and explained to KU customer service rep that July electric usage (2761 kWh) does not make sense it was extremely higher than our normal summer usage and we didn’t have extra activities during that month. Normal usage has been around 550-650 kWh summertime. We asked for adjustment/refund and need explanation, but KU indicated that since we did not call right away, they can’t check and it will just average out in the future months, but it didn’t. We have seen a lot of complaints in the NextDoor App from people in Lexington area facing the similar problem with KU. Again, we are asking for adjustment based on our average usage.

   

  Background:   Service has been in the name of ********* **** at this premise since 10/30/92. ****** **** is listed on the account as a spouse. Per conversation with Mrs. ****, they are currently living in Florida which is why the current actual usage in the home has been much lower than the current monthly budget billing amount.

   

  Billing History

  3/9/23 - Bill for $108.00 due. Consists of monthly budget billing amount. $36.69 actual current usage.

  2/8/23 - Bill for $29.31 due. Consists of $42.00 actual current usage - $12.69 yearly budget settlement.

  1/11/23 - Bill for $112.00 due. Consists of monthly budget amount. $35.37 actual current usage. -($12.69) accumulated budget balance after paying current bill. 

   

  Entered ZBB2 to have monthly budget amount reviewed/adjusted to be more in line with the actual monthly usage while Mr. and Mrs. **** are not living in the home. The monthly budget amount was ****ged from $112.00 to $80.00. The monthly budget billing amount will still be reviewed every four months and adjusted, if necessary, to avoid a large debit or credit balance in the budget billing accumulator on the settlement month.

   

  Policy, Regulations and Tariff:   KU PSC Sheet Number 95

   

  Resolution:     On 2/17/23, ***** spoke with Mrs. **** regarding her billing concerns. ***** advised that her bills are based on actual meter readings and are accurate.

   

  ***** verified with Mrs. **** that in November of 2022 her meter was replaced with an AMI meter which transmits the usage data to our billing department each month. There will be no need to worry about estimated bills going forward.

   

  ***** discussed with Mrs. **** the monthly budge billing amount. Mr. and Mrs. **** live in Florida during the winter and their actual usage is very low. On the current bill due 3/9/23, the monthly budget amount is $108.00 but the actual usage was only $36.69. ***** advised that he check with our Billing Department to have the monthly budget amount lowered to be in line with the low usage while they are not living in the residence.

   

  ***** advised Ms. **** that he would follow up with her on 1/20/23 to advise what the new monthly budget amount is.

   

  On 2/21/23, ***** spoke with Ms. **** to advise that the monthly budget amount had been ****ged from $112.00 per month to $80.00 per month to be more in line with current usage amount while they are not living in the home.  

   

  Ms. **** understood and thanked ***** for following up with her.

   

   

   

  Customer response

  02/22/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On approximately 9.21.22 our property was damaged by a company performing tree cutting services for KU. We sent in pictures of the damage, and were told it would be handled by the contractor, but neither the contractor nor KU will respond to us about the damage. It has been 2 months and both companies refuse to return calls or emails.

  

  Business response

  11/28/2022

  Background:   

  This tree trimming work was performed by ****** **** Service, a tree trimming contractor KU uses. ****** **** Service is liable for any damages that may occur and they process their own claims. Statements were taken from the tree trimming employees that performed the work. Photos and on-site inspection also occurred. A ****** **** Service Manager reviewed the details of the incident and a representative spoke with the customer on site. The investigation found that all of the work in question occurred on the other side of the customer’s fence, on the property of the School Board and no limbs fell over the fence onto the customer's property.When the ****** **** Service Manager asked the homeowner to show me the damage to his boat/ boat cover, he said there was none. Photos of the boat also show there was no damage to the boat or boat cover.A Manager with ****** **** Service texted Ms. ****** to notify her that the claim had been denied. He also advised that a letter explaining that the claim was being denied was mailed on 11/18/22.Policy, Regulations and Tariff:   KU PSC Sheet Number 98Resolution:    KU spoke with Ms. ****** regarding her issue. KU explained that after investigating the matter, it was found that all work occurred on opposite side of fence, not on Ms. ******’s property and no debris other than saw dust fell on her side of the fence. Explained that per their previous conversation with a ****** **** Service rep. on site, no damages occurred to the boat as claimed and all damage on truck appeared to be previously existing. KU advised that an official claim denial letter was mailed on 11/18/22 and she should expect to receive it soon.Ms. ****** was not pleased with this response, stating that they feel someone should be responsible for the damage they claim occurred.KU thanked Ms. ****** for he time and for discussing the matter with us.

  Customer response

  11/30/2022

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

  The work was performed on the other side of the fence, but large limbs fell onto our truck and boat and caused damage.  I have attached drag mark photos that prove the tree cutting service entered our property and drug at least one substantial sized limb off our truck and boat, which is the reason for the scratch and tear damage that was caused.  Also, this supposed letter I was supposed to receive has still not shown up.  My property was damaged over 2 months ago.  The response time has been unacceptable, and the tree cutting contractors are lying about entering our property and causing damage.  They did drop at least one limb, but judging by the amount of scratches, more, onto our vehicles - causing damage.

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  10/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My electric bill of $103.77 was due on the 10/11/2022. I was able to pay it on 10/14/2022, and my electricity was (understandably) cut off 10/13/2022. I scheduled the bill payment at around 8:00 PM on 10/13/2022. There was a $37 reconnection fee, which is, again, understandable. That was when the operator told me that I would have to also pay a $160 "security deposit", which would be "held" for a full year before being returned to me. I'd like to advise that this is the first time I have truly "missed" an electric payment, and in the past I have worked with them to keep my bill up to date. For my total bill to shoot up to almost $300 is absolutely ludicrous, and this "security deposit" is nothing short of extortion. I have NEVER had another electric company do this. The phone exchanges were heated on my part, which I fully admit and apologize for. I am thus far refusing to pay this extra money. It is unwarranted and frank theft on the part of LGE-KU.

  

  Business response

  10/21/2022

  Issue:    My electric bill of $103.77 was due on the 10/11/2022. I was able to pay it on 10/14/2022, and my electricity was (understandably) cut off 10/13/2022. I scheduled the bill payment at around 8:00 PM on 10/13/2022. There was a $37 reconnection fee, which is, again, understandable. That was when the operator told me that I would have to also pay a $160 "security deposit", which would be "held" for a full year before being returned to me. I'd like to advise that this is the first time I have truly "missed" an electric payment, and in the past I have worked with them to keep my bill up to date. For my total bill to shoot up to almost $300 is absolutely ludicrous, and this "security deposit" is nothing short of extortion. I have NEVER had another electric company do this. The phone exchanges were heated on my part, which I fully admit and apologize for. I am thus far refusing to pay this extra money. It is unwarranted and frank theft on the part of LGE-KU.

   

  Background:   Mr. ****** has had service at this address since 3/25/2019. In the past twelve months the account has had six late payments, seven disconnect notices issued and one disconnection for non-payment. On 10/12/22 service was disconnected for non-payment of the past due balance of $103.77. On 10/14/22 a payment of $103.77 posted to the account and service was reconnected that day. As part of the normal process, when service is disconnected a $37.00 reconnect fee is billed and if no security deposit is on file, one is billed. In Mr. ****** case a security deposit in the amount of $160.00 was billed and set up a six month payment arrangement to begin with the next month's bill.

   

  Billing History

  10/26/22 - Bill for $205.26 due. Consists of $103.77 past due balance + $101.49 current charges.

  10/11/22 - Final pay date for disconnect notice for $103.77 past due balance.

  9/26/22 - Bill issued for $258.77 due 9/26/22. Consists of $149.85 past due + $104.29 current charges + $4.63 late payment charges.

   

  Policy, Regulations and Tariff:   KU PSC Sheet Number 95

   

  Resolution:   KU spoke with Mr. ****** regarding his concerns.  KU  explained that when service is disconnected for non-payment, in addition to a reconnect fee, if no security deposit is on file for the account one is billed. The amount of the security deposit for KU electric service is $160.00. This security deposit is held on the account until twelve consecutive months of good payment history on the account is achieved. At that time, it is refunded back to the account plus interest. KU advised Mr. ****** that due to this being the first time he has been disconnected for non-payment, KU can waive the $160.00 security deposit as a one-time courtesy. KU explained to Mr. ****** that if his service is disconnected again in the future, the security deposit would be billed again. Mr. ****** understood and thanked KU for contacting him to discuss the matter and work with him by waiving the security deposit this time.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a 2,500 KU bill that has been estimated in the last year which I discovered in July 2022 I called and they told me they would take care of I read them my meter to which they discovered it was way off! Now 8/31/22 they have shut my power off with no explanation of why nothing was done after I’ve called them a million times! They are terrible to deal with nobody has 3,000 to pay for utilities

  

  Business response

  09/02/2022

  Attached you will find the response to this complaint 

• Initial Complaint

  04/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Since the night of April 12 I have been without power and relying on a generator. Though I have some things, I do not have others such as a dishwasher, a washing machine, an oven, a microwave, TV and Internet. I keep going to their outage map and they have listed a estimated time it will be restored, but the problem is that time keeps changing at the last minute. I find it very frustrating and cannot go about my normal activities

  

  Business response

  05/18/2022

  Business Response /* (1000, 8, 2022/05/05) */ Issue: Since the night of April 12 I have been without power and relying on a generator. Though I have some things, I do not have others such as a dishwasher, a washing machine, an oven, a microwave, TV and Internet. I keep going to their outage map and they have listed a estimated time it will be restored, but the problem is that time keeps changing at the last minute. I find it very frustrating and cannot go about my normal activities Background: This customer's power went out on the evening of April 13th around 9:30pm due to multiple trees/limbs falling in the area. The trees/limbs fell during extreme weather conditions during a severe thunderstorm with wind gusts in the Lexington area of up to 60mph, breaking 3 wood poles. The overhead power lines serving the 1019 customers affected by this outage are in backyard easements, making access very difficult. Special equipment had to be brought in to work some of broken poles. As the repair crews and vegetation management crews began work, the estimated restoration times were updated several times to reflect the repair crews best guess at when all repairs would be completed. During removal of one tree, a 4th pole was broken which added more work and thus more time to the repair work. Power was restored to all customers the morning of April 15th. Policy, Regulations and Tariff: KU PSC Sheet Number 98 Resolution: ***** spoke with Ms. ******* regarding her issue. Ms. ******* advised ***** that her service had already been restored on 4/15/22. Ms. ******* did not have any other concerns to discuss and thanked ***** for contacting her regarding her issue.

• Initial Complaint

  04/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been charged an outrageous amount for my electric bill. I have not been home a good amount for the month of March due to my husband being stationed in TN where I spend a great amount of time. I have lived in the same house for almost 7 years never paying more than 300. I came home from TN to a bill of 708. I called and the response I got was that the previous months were all estimated readings and that this was a final and I owed for previous months. My neighborhood has placed so many complaints about it. My mother who lives near me was gone for almost 1 month and half and was billed 450. They say I either pay it or figure out a payment plan.

  

  Business response

  05/18/2022

  Business Response /* (1000, 10, 2022/05/05) */ Issue: I have been charged an outrageous amount for my electric bill. I have not been home a good amount for the month of March due to my husband being stationed in TN where I spend a great amount of time. I have lived in the same house for almost 7 years never paying more than 300. I came home from TN to a bill of 708. I called and the response I got was that the previous months were all estimated readings and that this was a final and I owed for previous months. My neighborhood has placed so many complaints about it. My mother who lives near me was gone for almost 1 month and half and was billed 450. They say I either pay it or figure out a payment plan. Background: When factoring in the current rates and the colder weather, customers are seeing an increase in their utility bills. The weather and our energy-use habits are two major factors that impact our monthly bills. When we experience cold temperatures for an extended period, our heating systems must work harder to maintain a steady temperature in our homes. This increase in usage directly impacts our monthly energy use and billing. Billing History 2022 4/14/22 - Bill for $708.27 due. Based on actual meter reading. 3/16/22 - Bill for $322.21 due. Based on estimated meter reading. 2/15/22 - Bill for $303.17 due. Based on estimated meter reading. 1/18/22 - Bill for $233.00 due. Based on estimated meter reading. 2022 4/15/21 - Bill for $167.54 due. Based on actual meter reading. 3/16/21 - Bill for $337.67 due. Based on actual meter reading. 2/16/21 - Bill for $281.52 due. Based on actual meter reading. It appears that Ms. ********'s current bill is higher due to being under estimated the previous three months prior. It looks like the previous estimates were low and the current bill is catching up the under estimated usage. There is nothing to indicate an issue with Ms. ********'s meter. Ms. ******** can request a meter test, however if there is no issue found with the meter, a meter test fee would be billed to Ms. Eldgridge. Policy, Regulations and Tariff: KU PSC Sheet Number 98 Resolution: KU spoke with Ms. ******** to discuss her concerns. KU reviewed Ms. ********'s billing with her explaining that the current bill due 4/14/22 is catching up under estimated usage from previous months bills being based on estimated meter readings. KU advised that even when not home, appliances and furnace will still run to maintain the temperature set on thermostat. Even is the setting is low, the colder it is outside, the harder the furnace must work to maintain the temperature. This winter has been much colder than the past few, the coldest since 2018. KU advised Ms. Eldgridge that when comparing the usage for this same time period last year, they are similar and appear in line when factoring in the colder weather and current rates. Ms. Eldgridge was advised that she can request a meter test, however if no issue is found with the meter a fee of $79.00 would be billed for the test. KU offered to set up the balance on a monthly payment arrangement but Ms. ******** declined, stated that she would just pay the ****.

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