Complaints

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

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  Louisville Gas & Electric Company

  220 W Main St Louisville, KY 40202-1395

  
• 

  Louisville Gas & Electric Company

  PO Box 32010 Louisville, KY 40232-2010

  
• 

  Louisville Gas & Electric Company

  PO Box 32030 Louisville, KY 40232-2030

  

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:03/03/2025

  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.

  Ever since I moved into my current apartment about 6 months ago my electric bill has been completely unpredictable and wrong on at least 3 occasions, needing to be corrected the next month. They charge me twice what I owe one month and the next month the bill is like $2 or sometimes even a few dollar credit. It makes it impossible to try and budget how much a bill that should be very predictable will actually be. Not to mention the fact that I don’t know how I’m supposed to trust that the amount I’m being billed in the end is even accurate when they are this incompetent. They take advantage of the fact that they are a monopoly and don’t even attempt to provide good service. And when I try to call the customer service to get an explanation about a massive bill I just received, 2 days after I already received a bill for a normal amount, they say they’re getting too many calls and disconnect me. Don’t even put me on hold. Just refuse to even give me an option to wait and speak to someone or get a call back. So now I have a ridiculous amount set to auto pay in a week that I can’t stop and won’t have in the account, and can’t even get a computer on the phone, much less an actual customer service rep.

  

  Business Response

  Date: 03/13/2025

  Issue:
  Ever since I moved into my current apartment about 6 months ago my electric bill has been completely unpredictable and wrong on at least 3 occasions, needing to be corrected the next month. They charge me twice what I owe one month and the next month the bill is like $2 or sometimes even a few dollar credit. It makes it impossible to try and budget how much a bill that should be very predictable will actually be. Not to mention the fact that I don’t know how I’m supposed to trust that the amount I’m being billed in the end is even accurate when they are this incompetent. They take advantage of the fact that they are a monopoly and don’t even attempt to provide good service. And when I try to call the customer service to get an explanation about a massive bill I just received, 2 days after I already received a bill for a normal amount, they say they’re getting too many calls and disconnect me. Don’t even put me on hold. Just refuse to even give me an option to wait and speak to someone or get a call back. So now I have a ridiculous amount set to auto pay in a week that I can’t stop and won’t have in the account, and can’t even get a computer on the phone, much less an actual customer service rep.
  Background:
  There were no calls found from *** ********* to LG&E to discuss this issue. LG&E does have a call back feature during high volume for the customer to leave a phone number and LG&E would return the call back to the customer in the order it was received. 
  
  Meter Reading History:
  11/27/24 Estimated Reading 81,830
  12/31/24 Actual Reading 81,701
  01/30/25 Estimated Reading 82,872
  02/03/25 Actual Removed Reading 82,953
  02/03/25 AMI meter set reading 00000
  02/26/25 Actual Reading 766
  
  12/02/24
  LG&E issued a bill for $144.28 due on 12/26/24. this was an estimated reading for service dates 10/29/24 to 11/27/24.
  
  01/02/25
  LG&E issued a bill for $2.89 due on 01/27/25. This was a corrected bill with actual readings for service dates 11/27/24 to 12/31/24.
  
  02/12/25
  LG&E issued a bill for $142.04 due on 03/07/25. This was an estimated reading for service dates 12/31/24 to 01/30/25.
  
  02/28/25
  LG&E issued a bill for $246.98 due on 03/25/25. This bill included a balance of $142.04 and current bill of $104.94. This was actual reading for 
  service dates 01/30/25 to 02/26/25.
  
  *** ********* sent an email to LG&E customer service as shown below:
  My bill is constantly wrong. Either a ridiculously high one or a $2 one. I could deal with it until now but this is ridiculous. I got a bill with a due date for the 7th of march. Then got another bill 2 days later for almost twice the amount due on the 25th of march. But it says it’s going to auto pay the ridiculously high amount on the 7th. It won’t be in the account. Bc it’s not what I was told I owe. You need to fix this crap. Idk if the meter reader doesn’t know what they’re doing or it’s in your system somewhere but it’s absolutely horrible service. How am I supposed to trust an auto pay system when the billing is so erratic and constantly inaccurate? If I had a choice there’s no way I’d use your services. But unfortunately you’re a monopoly. Start billing me accurately and consistently please. I have a tight budget and you’re making it impossible to plan.
  
  03/05/25
  LG&E customer service replied by email to *** *********, response as follows:
  I'm showing the current bill is $104.94 due 3/25/25.
  
  The recorded electric consumption was 847 kWh for the current billing cycle.
  
  There is also a bill of $142.04 due 3/7/25. This bill was initially due 2/25/25, but the bill was corrected, and the due date was adjusted. Further review indicates that this was an estimated meter reading as well.
  
  The two balances above will automatically draft on the due date since the account is set up on autopay.
  
  Our estimations are based on historical usage, along with the weather that our area experienced during the period where the estimation is needed. The estimated consumption for your electric between 12/31/24 - 1/30/25 was only 1171 kWh.
  
  If you are concerned there is an error on your bill, please read your meter and compare the reading with your bill. Your meter reading should be somewhat higher than the reading on your bill because of the energy used between the time your meter was read and when you take your own reading. For instructions on how to read your meter, please visit us at *********************************************************.
  
  To determine the area of your home that is using the most electricity, you can try the breaker test. To start, make sure your appliances are running as they normally should. For example, make sure that your furnace is turned on, and your washer, dryer, dishwasher, refrigerator, or other major appliances are turned on that would normally be in use.
  
  1. Turn all of your electric breakers off.
  
  2. Go outside and check your electric meter. In the lower right-hand corner of the display, you’ll see three alternating black squares. They should be blinking one after another.
  
  3. Go inside and turn on one breaker and check the meter again. You should notice an increase in the speed of the blinking black squares.
  
  4. Go back inside and turn that breaker off.
  
  5. Repeat steps three and four for each breaker.
  
  When one breaker is turned on and the black squares blink rapidly, this will narrow down the area of your home that is pulling the most electricity. Typically, the furnace will use the most electricity in the winter time, compared to your other major appliances, combined.
  
  Feel free to check out our website for some additional tips on how to cut back your energy usage at *******************************************.
  
  If you have reviewed these suggestions and feel that there may be another issue, or you would like to discuss your billing further, please contact customer service and select options 1-2-4-5. Customer Service is open Monday through Friday 7 am to 7 pm ET.
  
  With the installation of the new meter this should eliminate estimations going forward. The new meter will transmit and deliver the readings to LG&E. 
  
  PSC Tariff & Regulations: LG&E Sheet 101
  
  Resolution:
  03/05/25 ******* has made multiple attempts to speak with *** ********* but did not receive any response back from *** *********. If/when ******* is able to speak with *** *********, she will update the Better Business Bureau.
  

  
  

• Initial Complaint

  Date:02/24/2025

  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 am continuing to have issues with this company. They continue to want to disconnect my power. They were just paid 400.00 + from ******, which proves I am very low income. Also, a previous response from this company was nothing but lies and slander to myself, which has been forwarded to ***** ***. It was a complete lie to the BBB that agents were kind to me. I've had 3 hospital visits due to your agents behavior plus 3 EMS bills which are verified. Also, a social worker from the hospital actually called this company, while I was in the ER and they would not work with her either. They set up my billing and payment plan that was so off from my pay date it was inconceivable. I am disabled physically and emotionally and I feel this is discrimination and harassment and will pursue action. All I am asking is for a new payment plan or a billing adjustment, as my water department kindly did, since this was a freak issue. I will also be informing ***** *** regarding the lies in their response. That is slander. Thank you.

  

  Business Response

  Date: 02/24/2025

  Issue:
  I am continuing to have issues with this company. They continue to want to disconnect my power. They were just paid 400.00 + from ******, which proves I am very low income. Also, a previous response from this company was nothing but lies and slander to myself, which has been forwarded to ***** ***. It was a complete lie to the BBB that agents were kind to me. I've had 3 hospital visits due to your agents behavior plus 3 EMS bills which are verified. Also, a social worker from the hospital actually called this company, while I was in the ER and they would not work with her either. They set up my billing and payment plan that was so off from my pay date it was inconceivable. I am disabled physically and emotionally and I feel this is discrimination and harassment and will pursue action. All I am asking is for a new payment plan or a billing adjustment, as my water department kindly did, since this was a freak issue. I will also be informing ***** *** regarding the lies in their response. That is slander. Thank you.
   
  Backround:
  12/27/24
  *** **** filed BBB complaint #********.
   
  10/30/24
  *** **** opened this account.
   
  11/27/24
  OPD issued the initial bill of $488.23 due 12/26/24.  This bill consists of the current charges $206.44, the monthly deposit installment $26.66 and the monthly payment arrangement balance $255.13.
   
  12/31/24
  ODP issued the current bill of $1,449.37 due 02/04/25.  This bill consists of the current charges $98.08, the past due balance $488.23 and the remaining installment plan balance $863.06.
   
  01/10/25
  The pledge payment of $439.57 posted to the account.
   
  01/30/25
  ODP issued the current bill of $1,136.29 due 03/05/25.  This bill consists of the current charges $126.49 and the past due balance $1,009.80.
   
  02/06/25
  ODP issued a disconnect notice for the balance $1,009.80 due 02/19/25.
   
  Resolution:
  02/24/25 - ******* contacted *** **** and discussed her issue.  Reviewed the account and agreed to reset the payment arrangement for the balance $1,009.80 for 6 months at $168.30 beginning with the April, 2025 bill.  Quoted current balance of $126.49 due 03/05/25.  *** **** stated she will make this payment once she gets paid on Wednesday after 1pm.  *** **** thanked ******* for calling and working with her regarding her issue.
   
  

  
  

• Initial Complaint

  Date:01/13/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 am a Louisville resident and a customer of Louisville Gas and Electric (LG&E) the only utility company available to me in the Louisville Metro Area. For reasons unknown to me, my gas service was not turned on when I moved into my apartment in July 2024. All of the appliances in the apartment are electrical, so I did not notice the lack of gas in the unit until I needed to use the heat (which requires gas) in November. I contacted the property owners, who made multiple visits to the building in November, December, and January, even replacing the thermostat with a new model. It was finally discovered that there is no gas service to this unit, and when I called LG&E for service, the technician who came Friday, January 10, 2025 was unable to provide any service because as a tenant, I do not have access to the basement, or to the furnace. The technician left my building, recommending that I reschedule for a time at which I have access to the basement. When I called LG&E to explain this at 11:00 AM on Friday, the customer service representative informed me that I would have to wait until after 9:00 AM Monday for service. I informed her several times over the course of our recorded conversation that the outdoor temperature was 27° and it was snowing. The average low temperature between Friday and Monday would be 18° while I had no heat in my apartment. The air temperature inside my apartment was 58°, which is inhumane and unacceptable. The customer service representative refused to budge on scheduling service before Monday, citing company policy with no concern for a customer's dire need. For this reason, I would like to file a formal complaint against LG&E for allowing this to happen.

  

  Business Response

  Date: 01/16/2025

  Issue:
  I am a Louisville resident and a customer of Louisville Gas and Electric (LG&E) the only utility company available to me in the Louisville Metro Area. For reasons unknown to me, my gas service was not turned on when I moved into my apartment in July 2024. All of the appliances in the apartment are electrical, so I did not notice the lack of gas in the unit until I needed to use the heat (which requires gas) in November.
   
  I contacted the property owners, who made multiple visits to the building in November, December, and January, even replacing the thermostat with a new model. It was finally discovered that there is no gas service to this unit, and when I called LG&E for service, the technician who came Friday, January 10, 2025 was unable to provide any service because as a tenant, I do not have access to the basement, or to the furnace. The technician left my building, recommending that I reschedule for a time at which I have access to the basement.
   
  When I called LG&E to explain this at 11:00 AM on Friday, the customer service representative informed me that I would have to wait until after 9:00 AM Monday for service. I informed her several times over the course of our recorded conversation that the outdoor temperature was 27° and it was snowing. The average low temperature between Friday and Monday would be 18° while I had no heat in my apartment. The air temperature inside my apartment was 58°, which is inhumane and unacceptable. The customer service representative refused to budge on scheduling service before Monday, citing company policy with no concern for a customer's dire need. For this reason, I would like to file a formal complaint against LG&E for allowing this to happen.
   
  Background:
  01/09/25
  *** **** contacted LG&E regarding the gas service.  LG&E confirmed the gas service is off due to no access to the meter when the account was placed in her name in July.  LG&E explained we are able to enter a turn on order for the gas effective 01/10/25.  We will need access to the meter and the unit to restore the gas service.  LG&E confirmed the account has not been billed for gas service as the service was never turned on.
   
  LG&E gas technician arrived to turn the gas service on.  *** **** advised the technician she did not know where the gas appliances are and became very angry with the technician.  *** **** would not allow the technician into the unit.  Due to *** ****** refusal for access, the gas service was left off.
   
  01/10/24
  *** **** contacted LG&E regarding the turn on for the gas service.  Stated the technician arrived but did not have access to the basement to turn the service on.  Advised *** **** to contact LG&E to reschedule the gas turn on.  LG&E advised that we can reschedule the turn on for the gas and the first available day will be 01/13/25.  *** **** states this is unacceptable with as cold and snowy as it is outside.  States it is not her fault that the gas was not turned on when her electric was turned on.  *** **** became very argumentative and unhappy that she would have to wait until Monday for the gas service to be restored. States the technician needed access to the basement to restore the services and she does not have access to the basement.  Only the landlord has access and can provide the access when he is on site.  The gas turn on order was entered for 01/13/25.
   
  01/13/24
  LG&E restored the gas service for this premise.
   
  Resolution:
  01/16/25 - ******* has tried to contact *** **** via telephone but only able to reach voice mail.  Left a message requesting she return the call but there has been no response.  ******* also emailed *** **** at the email address on the complaint (same email address on account) requesting she contact ******* to discuss her issue but there has been no response.  ******* will update the *** and BBB if/when speaks with *** ****.
   
  

  
  

  Customer Answer

  Date: 01/16/2025

  
  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,
  
  **** ****

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:01/02/2025

  Type:Product 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.

  We sold our home that had jurisdiction of our gas for that home, closed July 22 2024, the other owners said multiple times that they switched the gas over into their name that same month. We have continuously been charged every month even though we have called every month. Our last bill should have been 23.06 in August, which we made an online payment for that assuring it was going to be our final bill. We were charged 26.23 month of Sept, husband called and said that would be our last bill, not charged in Oct so we thought that was it, but then another bill in November of 20.78, called again and they assumed it was cancelled this time once again, but once again 76.15 was charged 12/27. All the times we have called w nothing being done, they won’t refund our money, we have spoken w our realtor and the new owners whom have said they have an acct and they have been paying as well. We have all the proof in the world that this bill isn’t our responsibility anymore and LG&E has refused to do anything about it except keep charging us. I’m sure they are double charging for this home. They could have easily refunded our money, cut the gas to the home and sent a letter to the new owners at the home where they provide this service. We have spoken w several reps and even a supervisor w no resolution. We finally had to cancel our debit card, the one that we use to auto pay everything bc we can’t trust that they will not charge it again. So now rearranging our whole life and re setting everything back up bc they refuse to do the right thing.

  

  Business Response

  Date: 01/08/2025

  Issue:  We sold our home that had jurisdiction of our gas for that home, closed July 22 2024, the other owners said multiple times that they switched the gas over into their name that same month. We have continuously been charged every month even though we have called every month. Our last bill should have been 23.06 in August, which we made an online payment for that assuring it was going to be our final bill. We were charged 26.23 month of Sept, husband called and said that would be our last bill, not charged in Oct so we thought that was it, but then another bill in November of 20.78, called again and they assumed it was cancelled this time once again, but once again 76.15 was charged 12/27. All the times we have called w nothing being done, they won’t refund our money, we have spoken w our realtor and the new owners whom have said they have an acct and they have been paying as well. We have all the proof in the world that this bill isn’t our responsibility anymore and LG&E has refused to do anything about it except keep charging us. I’m sure they are double charging for this home. They could have easily refunded our money, cut the gas to the home and sent a letter to the new owners at the home where they provide this service. We have spoken w
  several reps and even a supervisor w no resolution. We finally had to cancel our debit card, the one that we use to auto pay everything bc we can’t trust that they will not charge it again. So now rearranging our whole life and re setting everything back up bc they refuse to do the right thing.
  
  Background: Service active from 9/30/22 - 11/19/24
  
  9/20/24 - Customer called to stop service on 9/23/24. Unable to obtain final reading due to dog in yard. After multiple attempts the order canceled. 
  
  10/24/24 - Bill issued for $18.28 due 11/18/24. Covers usage from 8/26/24 - 9/24/24. 
  
  11/18/24 - Customer called to request to end service. Account closed and final reading obtained on 11/19/24.   
  
  12/3/24 - Final bill issued for $73.65 due 12/27/24. Covers usage from 9/24/24 - 11/19/24.  
  
  Resolution:  LG&E was unable to reach *** ******* by phone. On 1/7/24, LG&E sent an email to *** ******* at the address listed in her complaint, ******************* asking her ton contact LG&E if she would like to discuss the matter further. If/When LG&E speaks with *** ******* we will explain that their LG&E account closed on 11/19/24 and that is when all billing stopped. The final bill covered usage from 9/24/24 - 11/19/24 when the final meter reading was successfully obtained. 
  
  The delay in closing the account was due to LG&E not being able to access the meter due to a dog. We were able to access the meter and complete the final reading on 11/19/24. 
  
  LG&E did not double bill for this premise as mentioned in the complaint. The new party did not contact LG&E to place the service into their name until after the service was turned off on 11/19/24 when their account closed.  
  

  
  

• Initial Complaint

  Date:12/27/2024

  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.

  I had a faulty dryer issue several months ago, which by no means is this company's fault or responsibility. This obviously spiked my electric cost tremendously. I unfortunately accumulated a bill over $1,000.00. I spoke with many agents approximately beginning in mid to late September. Again, this is approximate. I was only met with rudeness and very unworkable attitudes. I am on fixed income due to emotional issues which can be verified by physicians if that verification is needed for this issue. I get paid once a month. I became so stressed and emotionally unstable from trying to deal with keeping my power on and the uncooperativenes from agents and supervisors, I incurred two hospital stays due to stress. In October 2024 I did lose my power for 21 days. Did I owe a bill that was unpaid.... absolutely. Did I try to work with agents prior to this..... absolutely. Did I match attitudes....absolutely. My power was restored after I made a pay and entered into a payment agreement, which I greatly appreciated. Today, I contacted this business as today was my due date for payment, that the payment wouldn't be made until tomorrow, as I don't get paid until tomorrow. I was informed by ****** that that would put me in default at 7:00 pm and the full amount would be due. I stated that I'm only paid once a month and it would be paid by tomorrow which was not acceptable. The final person I spoke to was supervisor **** who, in the course of our conversation, told me to pay my bills, you owe us and other negative remarks Sir, if I had no intention of paying my bills, why would I be trying repeatedly to work this out? I told **** that I intend to pursue legal proceedings ( as I feel this is abusive behavior towards a disabled person). **** told me to "Go for it". I intend to do just that. All I asked for was approximate 18 hours extension and I would be able to pay my current balance in full. I asked all I spoke with to file a complaint against ****** also

  

  Business Response

  Date: 01/02/2025

  Good afternoon,

   

  Please see the response below for *** ****. Let me know if you have questions or concerns.

   

  Issue:

  I had a faulty dryer issue several months ago, which by no means is this company's fault or responsibility. This obviously spiked my electric cost tremendously. I unfortunately accumulated a bill over $1,000.00. I spoke with many agents approximately beginning in mid to late September. Again, this is approximate. I was only met with rudeness and very unworkable attitudes. I am on fixed income due to emotional issues which can be verified by physicians if that verification is needed for this issue. I get paid once a month. I became so stressed and emotionally unstable from trying to deal with keeping my power on and the uncooperativenes from agents and supervisors, I incurred two hospital stays due to stress. In October 2024 I did lose my power for 21 days. Did I owe a bill that was unpaid.... absolutely. Did I try to work with agents prior to this..... absolutely. Did I match attitudes....absolutely. My power was restored after I made a pay and entered into a payment agreement, which I greatly appreciated. Today, I contacted this business as today was my due date for payment, that the payment wouldn't be made until tomorrow, as I don't get paid until tomorrow. I was informed by ****** that that would put me in default at 7:00 pm and the full amount would be due. I stated that I'm only paid once a month and it would be paid by tomorrow which was not acceptable. The final person I spoke to was supervisor **** who, in the course of our conversation, told me to pay my bills, you owe us and other negative remarks Sir, if I had no intention of paying my bills, why would I be trying repeatedly to work this out? I told **** that I intend to pursue legal proceedings ( as I feel this is abusive behavior towards a disabled person). **** told me to "Go for it". I intend to do just that. All I asked for was approximate 18 hours extension and I would be able to pay my current balance in full. I asked all I spoke with to file a complaint against ****** also.

   

  Background:

  The credit history for the last 12 months is as follows:

  3 Defaulted Payment Plans

  2 Disconnects for Non-Payment

  6 Late Notices

  6 Late Payments

   

  *** **** began service at this premise on 07/08/2021. The account was disconnected for non-pay on 10/10/24 and the account was finaled out. *** **** contacted *** to turn the service back on, 10/30/24. *** customer service worked with *** **** to make payment arrangements to allow her to get the service turned back on and she defaulted on those payment arrangements. *** has tried working with *** **** multiple times.

   

  11/27/24

  *** issued a bill for $488.23 due on 12/26/24. This included a current bill of $206.44, deposit payment plan of $26.66 and payment plan on transferred balance of $255.13.

   

  No payments were made, and the payment plans defaulted.

   

  All calls to *** were reviewed and all calls were handled professionally. Each representative tried to assist *** **** but she wasn’t open to what the representatives were explaining to her. She was very upset and would not listen to the information being explained to her.

   

  Resolution:

  12/30/24 ******* has made multiple attempts to contact *** **** but has been unsuccessful. If/when she speaks with *** ****, she will update the Better Business Bureau.

   

  Kindest regards,

   

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

  Ombudsman|Customer Commitment|LG&E and KU

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

• Initial Complaint

  Date:12/09/2024

  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 have been trying to set up a payment plan on a old bill for over a year to get lights in my name after I had moved out of my house and I have my letter from my old landlord saying I moved out in February but somehow it has extra months on there I have repeatedly shown them this notice and due to me not being able to afford the extra or set up a payment plan I can’t get lights on which means it’s been very difficult to find a place to live

  

  Business Response

  Date: 12/11/2024

  Issue:  I have been trying to set up a payment plan on a old bill for over a year to get lights in my name after I had moved out of my house and I have my letter from my old landlord saying I moved out in February but somehow it has extra months on there I have repeatedly shown them this notice and due to me not being able to afford the extra or set up a payment plan I can’t get lights on which means it’s been very difficult to find a place to live.  
  
  Background:  Service was active in *** ********* name from 4/21/22 - 6/8/23. The current balance owed on account is $1,174.59. 
  
  *** ******* did not contact **** to request to close her account- so the the account remained active until it was ultimately disconnected for non-payment then closed due to inactivity. 
  
  It is ****’s normal process to require customers to pay all past due balances owed in order to establish new service.  
  
  *** ******* can ask her landlord to assume responsibility for the charges after she moved out and a billing correction could be issued if they agree. 
  
  The final bill issued for $1,174.59 consists of a previous balance of $1342.76 + final charges of $176.54 - $200.00 agency assistance pledge. Current charges covers usage from 4/4/23 - 6/8/23. 
  
  Resolution:  **** spoke with *** ******* regarding her concerns. **** explained that is our typical process to require all past due balances be paid in order to establish new service. **** advised that as a one-time courtesy we would work with her to allow her to obtain new service without paying the large balance owed in full. Advised if she pays $300.00 toward the $1,174.59 previous balance she owes, we can set up the remaining $974.59 on a monthly payment arrangement for twelve months to be added to her bill each month. Also explained that CAP may be able to assist in paying off the previous balance. 
  
  *** ******* appreciated **** reaching out to discuss her situation and thanked us for offering to work with her so she can establish new service. 
  
  
  Thanks, 
  
  ***** ****** 
  *********|Customer Commitment|**** and **
  *** **** ********* *********** ** ***** ** ************ * ** ************ ***********************
  

  
  

• Initial Complaint

  Date:09/24/2024

  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.

  Lg&e installed the new smart meter on my house 4 months ago, no issues. I had forgotten to pay my past due bill and was disconnected, totally my fault. I paid the past due using the phone app and requested service be reconnected. After hours on the phone they tell me remote reconnect failed and I have to wait for service technician. Not sure how many other customers are dealing with this but there needs to be investigation and testing of these new meters

  

  Business Response

  Date: 10/07/2024

  Please see the response below for *** *******. Let me know if you have questions or concerns.

   

  Issue:

  Lg&e installed the new smart meter on my house 4 months ago, no issues. I had forgotten to pay my past due bill and was disconnected, totally my fault. I paid the past due using the phone app and requested service be reconnected. After hours on the phone they tell me remote reconnect failed and I have to wait for service technician. Not sure how many other customers are dealing with this but there needs to be investigation and testing of these new meters.

   

  Background:

  05/21/24

  AMI meter was installed.

   

  09/23/24

  Meter was disconnected for non-payment.

   

  Customer paid on the LG&E/KU Mobile App and a remote reconnection order was created.

   

  Remote reconnection command failed and a reconnect order was assigned to a technician to be worked that same day.

   

  Customer was reconnected on 09/23/24 at 6:14 pm.

   

  There appears to have been a communication issue with the AMI meter and this is why the remote reconnection failed and a reconnect order for a technician to visit the premise to reconnect the service was created and worked the same day.

   

  Resolution:

  09/26/24 ******* spoke with *** ******* and discussed his concerns with the AMI meter and remote reconnection. ******* explained how the process works and that there must have been a communication issue with the remote reconnection. The remote reconnection commands that fail will attempt a total of 4 times to execute the reconnect. This happens in 15-minute intervals, with an additional 10 minutes built in for delays. It takes a total of 70 minutes to determine if a service order is needed to reconnect the service. *** ******* stated that when the tech arrived, he reconnected the service with no issues. *** ******* thanked ******* for calling to explain the process.

• Initial Complaint

  Date:09/19/2024

  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 need help with a billing dispute with Louisville, Gas and Electric. LG&E is utilizing unfair practices that are detrimental to citizens of Kentucky. I am not sure who to contact other than the ****** ******* *********, who I have already submitted an inquiry to. I am being held accountable for charges based on lack of action on the part of LG&E. I will gladly pay what is owed but not hundreds of dollars more because they didn't do their part. I cannot afford to. I have been in contact with them repeatedly but not yet been able to get this resolved. The service address in question is *** **** ****** *** *** *** Louisville, KY. I moved from the **** *****y address in May 2024. I contacted LG&E at that time to have the utilities taken out of my name and was assured it was happening. I did not realize I hadn't received a final bill until I received a bill for multiple months I was not living there when they finally read the meter months later. Per the bill they sent, the meter was not read for May or June. I asked them to review my account. They want me to pay more than $450 in charges and late fees and I am not responsible for that amount. I will pay a reasonable amount that I am responsible for, but I should not be charged because they failed to do what they needed to do. As much as I have a duty to them, they have a duty to the customer as well. They state they came out to do the final reading on 5/14/2024 but were unable to gain access. At no point was I contacted or made aware that they were not able to get access to the meters. If I had been, I would have taken care of it promptly. It is unreasonable to be held responsible when they did not make me aware of the issue. It is also unreasonable that they tried on May 14 to read the meter and then did not try again until July 18th. Someone else had moved into the unit by that time. My previous landlord can corroborate this. Their name is ****** *****, and they can be reached at (**** ********.

  

  Business Response

  Date: 09/30/2024

  Please see the response below for *** ******. Let me know if you have questions or concerns.

   

  Issue:

  I need help with a billing dispute with Louisville, Gas and Electric. LG&E is utilizing unfair practices that are detrimental to citizens of Kentucky. I am not sure who to contact other than the ****** ******* *********, who I have already submitted an inquiry to. I am being held accountable for charges based on lack of action on the part of LG&E. I will gladly pay what is owed but not hundreds of dollars more because they didn't do their part. I cannot afford to. I have been in contact with them repeatedly but not yet been able to get this resolved. The service address in question is *** **** ****** *** *** *** Louisville, KY. I moved from the **** *****y address in May 2024. I contacted LG&E at that time to have the utilities taken out of my name and was assured it was happening. I did not realize I hadn't received a final bill until I received a bill for multiple months I was not living there when they finally read the meter months later. Per the bill they sent, the meter was not read for May or June. I asked them to review my account. They want me to pay more than $450 in charges and late fees and I am not responsible for that amount. I will pay a reasonable amount that I am responsible for, but I should not be charged because they failed to do what they needed to do. As much as I have a duty to them, they have a duty to the customer as well. They state they came out to do the final reading on 5/14/2024 but were unable to gain access. At no point was I contacted or made aware that they were not able to get access to the meters. If I had been, I would have taken care of it promptly. It is unreasonable to be held responsible when they did not make me aware of the issue. It is also unreasonable that they tried on May 14 to read the meter and then did not try again until July 18th. Someone else had moved into the unit by that time. My previous landlord can corroborate this. Their name is ****** *****, and they can be reached at (**** ********.
  
  Background:

  05/06/24

  *** ****** contacted LG&E customer service to transfer service. *** ****** requested the electric at address of *** ** ****** **** **** * be taken out of her name on 05/10/24. It was discussed that if LG&E could not gain access to the meter that the service would remain in her name until LG&E could get access to the meter. *** ****** advised the neighbors have a dog in the area with the meter and she would notify them to put the dog up on 05/10/24. *** ****** asked if LG&E would notify her if they could not gain access to the meter and the representative advised that LG&E would not contact her, she should look for a final bill.

   

  05/14/24

  *** ****** contacted LG&E customer service advising that the electric is still on and should have been turned off. LG&E representative advised the tech noted someone at the location advised not to turn off yet as *** ****** was not moved out. *** ****** advised she had moved out and wanted the electric service turned off out of her name.

   

  Technician went to turn the electric service off and advised the meter gate is locked from the inside with a dog in the yard. Was not able to turn the electric service off.

   

  05/15/24

  A Can't Get In card was mailed out to *** ****** advising we could not gain access to the meter to turn the service off.

   

  05/16/24

  *** ****** contacted LG&E customer service to verify if the electric was out of her name. LG&E representative advised the address is vacant and out of her name.

   

  06/21/24

  *** ****** contacted LG&E customer service disputing the balance owed on her account. LG&E advised the account closed and there was a final bill. The call dropped.

   

  08/08/24

  *** ****** contacted LG&E customer service upset that the electric had not been taken out of her name after calling to request this multiple times. The gas service was taken out of her name 05/13/24 but LG&E could not gain access to the meter to turn the electric service off. LG&E advised they could place another order to turn the electric service off and this should now be completed remotely. LG&E advised that they don't contact the customer to advise a service has been taken out of their name. *** ****** requested to take the service out of her name and that she would be filing a police report. LG&E advised she could contact the landlord to see if they would take responsibility for the usage after she moved out.

   

  08/14/24

  A friend of *** ******’s contacted LG&E customer service and was advised with out verifying customer information could not discuss the account.

   

  09/18/24

  *** ****** sent an email to LG&E customer service upset over being billed for electric service after she requested multiple times for it to be taken out of her name. LG&E sent the following reply:

  Upon review of your account, I see that we came to turn the electric off at *** ** ****** **** **** **, in Lexington on 05/14/24. We were unable to access the meter, so the service remained active in your name. It is the responsibility of the customer to ensure we have meter access on the date of the service order. We were able to take service out of your name on 08/09/24. There was a bill of $358.22 due 08/14/24 for service between 04/17/24 - 07/18/24. After service ended in your name, we took a final reading on 08/09/24 and generated a final bill for service in your name from 07/18/24 – 08/09/24. That bill amount was $108.44 bringing the total to $466.66. No payment has been received for that bill. As the account holder, you would be responsible for all billing until the service is taken out of your name. Please note that any usage accrued through the date that we take the final meter reading will be billed to you. You may want to contact your landlord to see if they are willing to reimburse you for any usage billed after the date you moved out.

   

  PSC Tariff & Regulations: LG&E Sheet 95

   

  Resolution: 09/26/24 ******* spoke with *** ****** and discussed her concerns. LG&E was not able to access the electric meter to turn the service off for *** ******. When *** ****** contacted LG&E customer service on 05/16/24 to ensure service had been taken out of her name she was advised the service was vacant and no longer in *** ******’s name. ******* apologized for the inconvenience and advised *** ****** that LG&E would create a billing adjustment on her account for a move out date of 05/16/24. ******* advised *** ****** that she would contact her once the adjustment was complete. *** ****** advised she was sorry if she came off as being rude but was upset over the situation. ******* apologized to *** ****** for the issues she had experienced.  *** ****** thanked ******* for calling with the update. 09/27/24 ******* contacted *** ****** and advised her account was credited $356.55. This credit covered the current bill due of $202.94 and she will have $153.61 credit toward the next bill. *** ****** was satisfied with this adjustment to her account.

   

  Kindest regards,

   

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

  *********|Customer Commitment|LG&E and KU

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

   

   

  
  

• Initial Complaint

  Date:07/16/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  After almost a decade with no disconnection of service I moved to a new residence and without warning am being charged $160 deposit. How fair is it that there is a monopoly in my city on utilities so they can just do what they please at will.

  

  Business Response

  Date: 07/22/2024

  Issue:

  After almost a decade with no disconnection of service I moved to a new residence and without warning am being charged $160 deposit. How fair is it that there is a monopoly in my city on utilities so they can just do what they please at will.

   

  Background:

  06/26/24

  *** ******* used LG&E online self-service to request a move out for **** ********** ***** ********** **.

  *** ******* used LG&E online self-service to request a move in for **** ********* **** ********** **.

   

  ** ******* intended to transfer his service. 

   

  07/18/24

  The $160.00 deposit was waived as *** ******* intended to transfer services.

   

  PSC Tariff & Regulations: LG&E Sheet 102

   

  Resolution:

  ******* was able to speak with *** ******* and advise that LG&E waived the $160.00 deposit as he intended to transfer his services.  ******* apologized for the miscommunication. *** ******* thanked ******* for calling and appreciated the follow up.

   

  Customer Answer

  Date: 07/24/2024

  
  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,
  
  ***** *******

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:07/12/2024

  Type:Product 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 lived and moved from **** ******** *** ** ********** **, I contacted LG&E to disconnect my services because I was moving out of state and asked what I need to pay to get my deposit back, I told them to take the June's payment out of the deposit and refund me the rest of my deposit. LG&E wants to refund me 1.52 which do not make sense to me if I only owe for June. I would like my refund of 118.00 back to me. Their billing is absurd!!!!

  

  Business Response

  Date: 07/22/2024

  Issue:   I lived and moved from **** ******** *** ** ********** **, I contacted LG&E to disconnect my services because I was moving out of state and asked what I need to pay to get my deposit back, I told them to take the June's payment out of the deposit and refund me the rest of my deposit. LG&E wants to refund me 1.52 which do not make sense to me if I only owe for June. I would like my refund of 118.00 back to me. Their billing is absurd!!!!
  
  Background:   *** ******* had service at this premise from 5/25/23 - 7/1/24. 
  
  Customer security deposits are credited back toward the final bill when a customer ends service. Customers are billed for what they use so they will be billed until the day the service comes out of their name. After a final reading was obtained on 7/1/24, a final bill was issued. *** ******** security deposit was applied toward the final bill issued on 7/3/24 for a credit balance of -$1.52 due 7/26/24. This bill consists of $121.40 balance from June bill + $142.06 + $3.64 late fee + $142.06 current bill - $260.00 security deposit - $4.98 credit for interest accrued on security deposit while being held. 
  
  All billing is accurate. The remaining credit balance will be issued as a refund 30 days from the final bill due date and mailed to the address on file for *** *******.
  
  PSC Regulations and Tariff:   LG&E PSC Sheet Number 95
  
  Resolution:   LG&E was unable to reach *** ******* by phone to discuss her issue. If *** ******* returns LG&E’s call we will review the billing and security deposit process with her. LG&E will explain that because customers are billed for their actual usage, the bills are issued after the usage occurred. When a customer stops service, there is always a final bill up to the date the service comes out of a customer’s name. LG&E will explain that her bill for $121.40 due 6/28/24 covered usage from 4/30/24 – 5/31/24. Her final bill for the credit balance of -$1.52 covered usage from 5/31/24 – 7/1/24. The $260.00 security deposit being held was applied toward the final bill issued on 7/3/24 for a credit balance of -$1.52 due 7/26/24. This bill consisted of $121.40 balance from June bill + $142.06 + $3.64 late fee + $142.06 final bill - $260.00 security deposit - $4.98 credit for interest accrued on security deposit while being held. LG&E will advise that the amount of credit remaining on the account is accurate and will be issued as refund check 30 days from the final bill due date and mailed to the address on file for *** *******.