ComplaintsforLouisville Gas & Electric Company

• Initial Complaint

  07/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 *** *******.
  

  
  

• Initial Complaint

  06/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I Contacted LG&E WE CARE FOR HELP after going blind from biabetes. First contact was last Oct. They came out and said my doors were to big. Said they were going to replace the refrigerator but never showed up. I continued calling back. Multiple We Care numbers stopped working: I called multiple times and given multiple phone numbers: *** ********* *** ********. Another number that was given was*** ********* Contacted We Care again on 26 April 2024 given **** ******** number *******. Each return call either the number was disconnected or CSR gave me another phone numbr. One instance WE CARE said computers being replaced. Then another CSR said new contractor taking over. Then another CSR said original contractor repsonsible for doing the work and I can't get any more help for 3 years...

  

  Business response

  06/14/2024

  From: ******** *******
  Sent: Wednesday, June 05, 2024 11:09 AM
  To: BBB Louisville KY <i>
  Subject: FW: You have a new message from Louisville KY BBB complaint #********

   

  Issue:

  I Contacted LG&E WE CARE FOR HELP after going blind from biabetes. First contact was last Oct. They came out and said my doors were to big. Said they were going to replace the refrigerator but never showed up. I continued calling back. Multiple We Care numbers stopped working: I called multiple times and given multiple phone numbers: *** ********* *** ********* Another number that was given was*** ********.  Contacted We Care again on 26 April 2024 given **** ******** number *******. Each return call either the number was disconnected or CSR gave me another phone numbr. One instance WE CARE said computers being replaced. Then another CSR said new contractor taking over. Then another CSR said original contractor repsonsible for doing the work and I can't get any more help for 3 years...

   

  Background:

  *** ***** was previously enrolled in the LG&E WeCare program.  *** ***** was scheduled for a replacement refrigerator but this is currently out of stock / back ordered. The prior contractor is working on finding an alternate replacement for *** *****. Our initial contact with the *** ***** was delayed while he was in the hospital. The WeCare Program Manager is in the process of confirming an update from our contractor and will call the customer.

   

  Resolution:

  06/05/25 - The KU WeCare Program manager has tried to contact *** ***** but only able to reach voice mail.  The manager left a detailed message explaining the model of the refrigerator replacement was backordered, so a new model is now on order. The estimated delivery date is July 12th.  Left a contact number is *** ***** has any follow up questions.

   

  Thanks,

   

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

  Ombudsman|Customer Commitment|LG&E and KU

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

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

• Initial Complaint

  05/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, My niece and I recently moved into a home at **** ***** ******* ** ** *********** ** ****** We weren’t aware of the outstanding LGE bills. Both of us, as well as our children, have severe medical issues and are unable to power medical equipment that is a necessity. I have my social security card and license but don’t feel comfortable taking a picture holding them due to my appearance. He abandoned us, so a lease or deed isn’t available. We’ve been without power for several days and would like services restored as soon as possible. This is unacceptable, in my opinion.

  

  Business response

  06/18/2024

  Issue:

  Hello, My niece and I recently moved into a home at **** ***** ******* ** ** *********** ** ****** We weren’t aware of the outstanding LGE bills. Both of us, as well as our children, have severe medical issues and are unable to power medical equipment that is a necessity. I have my social security card and license but don’t feel comfortable taking a picture holding them due to my appearance. He abandoned us, so a lease or deed isn’t available. We’ve been without power for several days and would like services restored as soon as possible. This is unacceptable, in my opinion.

   

  Background:

  Currently service at **** ***** ******* **** ********** ** ***** is active in the name of ******** *** *****r as of 11/03/14. The account was disconnected for non-payment on 05/16/24. Past due amount is $1,311,15.

   

  The PVA shows the owners of this address as ******** ****** * ******* ******** *********

   

  ******* *****r contacted KU customer service on 05/17/24 to see what was needed to reconnect service at **** ***** ******* **** ********** **.  *** ****** was advised $1,311.05 would need to be paid to restore service.

   

  ******* ******** contacted KU customer service on 05/20/24 to apply for service at **** ***** ******* **** ********** **. **** ******** was advised that additional information was needed before service could be placed into her name and the balances from her previous accounts must be paid before the new service could be placed into her name. *** ******** was advised she could send the information required by email or visit the local business office.

   

  PSC Tariff & Regulations: LG&E Sheet 95

   

  Resolution:

  05/21/24 ******* called ************ and ******** ****** answered the phone. We discussed his account and the past due of $1,311.15. ******* offered for *** ****** to pay 75% of the past due and set up payment arrangements on the balance to get services restored. This would be the last time for a payment arrangement on the past due balance. ******* also gave *** ****** assistance agency information. *** ****** stated he would work on getting the 75% to get services restored and thanked ******* for working with him on this issue.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a credit of $1,170.00 on my account with Louisville Gas and Electric. Unfortunately, I am in a position because of a medical situation where I need this large credit reimbursed back to me. I was advised by customer service that they would prefer to keep my credit because I had a check returned this past year. I have had service with LG&E for over 35 years at some address or another and even had a second account for a friend that I was paying. My average bill is about $60.00 a month so it will take about 19 months to receive my money back from them. This is totally uncalled for!

  

  Business response

  04/30/2024

   

  Issue:   I have a credit of $1,170.00 on my account with Louisville Gas and Electric. Unfortunately, I am in a position because of a medical situation where I need this large credit reimbursed back to me. I was advised by customer service that they would prefer to keep my credit because I had a check returned this past year. I have had service with LG&E for over 35 years at some address or another and even had a second account for a friend that I was paying. My average bill is about $60.00 a month so it will take about 19 months to receive my money back from them. This is totally uncalled for! Background:   Mr. ********* account typically keeps a credit balance. There has been a credit balance on the account since July 2023. Currently the credit balance is $1,170.24.  Recent Payment History 2/25/24 - $500.00 2/5/24 - $300.00 1/31/24 - $582.32 LG&E did not request or require Mr. ********* to over-pay on his account. Typically, it is LG&E’s policy that when customers over-pay to their account, the credit balance will remain on the account and apply toward future billings. LG&E can make an exception to this, but Mr. ********* will want to provide a statement from his bank verifying these payments will not be returned or disputed. Once this is received, we can move forward with issuing a refund for the $1,170.24 in the form of a check to Mr. *********. PSC Regulations and Tariff:   LG&E PSC Sheet Number 95 Resolution:   ***** spoke with Mr. ********* on 4/2/24 regarding his issue. ***** explained to Mr. ********* that Typically, it is LG&E’s policy that when customers overpay to their account, the credit balance will remain on the account and apply toward future billings. LG&E can make an exception to this, but Mr. ********* will want to provide a statement from his bank verifying these payments will not be returned or disputed. Once this is received, we can move forward with issuing a refund in the form of a check. Mr. ********* advised that he would obtain this documentation from his bank and email it to *****. ***** provided his email address and phone number for Mr. ********* to reach out if he has questions or needed additional assistance. As of today, 4/15/24, ***** has not received any documentation or communications from Mr. *********. If/When ***** receives the bank documentation we discussed, he will submit the request to issue the refund to Mr. *********. ***** will send a follow up to this response if/when LG&E speaks with Mr. *********.

   

   

• Initial Complaint

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  LG&E is stating I am denying access to read the meter. My gate is not locked and there are no dogs in the yard. I have contacted them on my multiple occasions which adds up to over 5 hours without the problem being resolved. I have requested to speak to an advisor. Each time I request this I get that they will call me when it is convenient for them. However I am calling when I am available. The one time the advisor called I was at work and they wouldn’t take a callback when I was available. This is a horrible experience. Today when I called the representative told me that she would have my service cut off since I was denying access. I have specifically told them to open the gate. Nothing is new about the situation except it has suddenly become a problem in the last few months.

  

  Business response

  04/01/2024

  Please see the details of our investigation of *** ********* issue and the resolution below:

   

  Issue:   LG&E is stating I am denying access to read the meter. My gate is not locked and there are no dogs in the yard. I have contacted them on my multiple occasions which adds up to over 5 hours without the problem being resolved. I have requested to speak to an advisor. Each time I request this I get that they will call me when it is convenient for them. However, I am calling when I am available. The one time the advisor called I was at work and they wouldn't take a call back when I was available. This is a horrible experience. Today when I called the representative told me that she would have my service cut off since I was denying access. I have specifically told them to open the gate. Nothing is new about the situation except it has suddenly become a problem in the last few months.

   

  Background:   After investigating with our Meter Reading Department, we found that LG&E’s meter reader has not been able to access the meter due to an issue with the gate. Per the meter reader the gate hangs low and drags in the ground so you must lift up and push at the same time in order to open it. This is a safety issue and possibly could lead to further damaging the gate, therefore LG&E’s meter reader has not opened the gate to access the meter for reads.  Our meter reading department previously added a note for the meter reader advising to knock on the door going forward to see if they can open the gate for him. Since *** ******* works during the day and no one is home, this option will not work.

   

  *** ********* address is not included in the areas that are receiving our new AMI meters that will wirelessly transmit the monthly readings directly to LG&E. We do have another meter type called an ERT meter that can submit a signal for a short distance that can be picked up by a handheld device by the meter reader remotely, eliminating the need to physically access the meter each month.

   

  LG&E is scheduled to install the new ERT meter on 4/1/24, during *** *********

   

  After speaking with *** ******* to advise she advised that she can be home on 4/1/24 to allow access. *** ******* requested a time window for this. LG&E advised we would check then follow up with her. *** ******* advised it was ok to leave this information in a voice mail if she is not available when we call her back.

   

  On 3/26/24, a voice message was left advising *** ******* that LG&E will be there between 9:00 am – 10:00 am on 4/1/24.

   

  Policy, Regulations and Tariff: LG&E PSC Sheet Number 92

   

  Resolution:   On 3/25/24, LG&E spoke with *** ******* regarding her issue. LG&E apologized for the any frustration she may have experienced for long wait times when calling to get the matter resolved. LG&E explained the issue with the gate and why the meter reader has not been reading the meter. LG&E explained that AMI meters are not possible in her area, but an ERT meter could be installed. LG&E explained how the ERT meter works and that it would eliminate the need to physically access the meter each month. *** ******* was receptive to this resolution. LG&E advised that we plan to install the ERT meter on 4/1/24. *** ******* stated that she would be able to be home this day to allow access to do the exchange. *** ******* asked if LG&E could provide a time window for this. LG&E advised they would check with our Meter Reading Department then follow up with her. *** ******* advised it was ok to leave this information in a voice message if she is working and cannot answer when we call.

   

  On 3/26/24, a voice message was left advising *** ******* that LG&E will be there between 9:00 am – 10:00 am on 4/1/24.

   

  *** ******* appreciated LG&E following and working with her to get the issue resolved.

  Customer response

  04/01/2024

  
  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

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Over paid. A double payment was made and I requested a refund for $295.50 but lg&e attached it to my account instead of refund. I requested a refund but lg&e is stubborn and didn't refund

  

  Business response

  03/19/2024

  Issue:

  Over paid. A double payment was made and I requested a refund for $295.50 but lg&e attached it to my account instead of refund. I requested a refund but lg&e is stubborn and didn't refund.

   

  Background:

  01/03/24

  LG&E issued the current bill of $463.61 due 01/30/24.  This bill consists of the current charges $270.95 and the past due balance $192.66.

   

  A payment of $192.66 posted to the account.

   

  02/01/24

  LG&E issued a disconnect notice for the balance $279.08 due 02/13/24.

   

  02/02/24

  A payment of $279.08 posted to the account.

   

  02/05/24

  LG&E issued the current bill of $393.41 due 02/29/94.

   

  02/16/24

  A payment of $100.41 posted to the account.

   

  03/01/24

  A payment of $293.00 posted to the account.

   

  A second payment of $293.00 posted to the account.

   

  03/04/24

  ***** ***** contacted LG&E stating a payment was made last week and it appears the payment was deducted twice from the checking account.  LG&E confirmed two payments were made via Paymentus.  Advised the over payment will be a credit toward the next month's  bill.  LG&E advised we are unable to refund the payment and to check  with their bank to inquire about stopping the payment.  *** ***** said she will check with their bank.

   

  03/06/24

  LG&E issued the current bill of $1.31 due 03/28/24.

   

  03/07/24

  *** ***** called requesting to speak with a supervisor.  States a double payment on his account and his bank is trying to retrieve the second payment.  States he called previously about this issue and was unable to get the refund for the overpayment.  The supervisor reviewed the account and the original payment on 02/20/24 to be paid on 03/01/24.  Authorized the payment again on 03/01/24.  As he authorized both payments, we are unable to refund the money as it has been applied towards the current bill.  *** ***** stated he is working with the bank to retrieve the second payment and wanted to make LG&E aware of this.

   

  Resolution:

  03/18/24 - ******* has attempted to contact *** ***** to discuss his complaint but has been unsuccessful.  ******* is mailing a letter to *** ***** requesting he contact ******* if he wishes to discuss this matter further.  ******* will update the BBB if/when speaks with *** *****.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, I have been having issues with LG&E for years. I have researched my neighbors billing with their knowledge my bill is consistently 59-100 higher than everyone else. I have been in my home over 20 years and have had several winterizing initiatives through LG&E. These updates were supposed to assist in lowering my bill including keeping the thermostat on a specific temp. I received February’s bill which was $227, I was unable to pay this bill and received assistance with it and felt the bill was high due to weather fluctuations. 2-10-24 I received a bill for $373 dollars. I am the only one living in my home and am very energy conscious. The balance of the previous bill is 0. I don’t understand or accept that this is an accurate billing. I would like this bill investigated and adjusted. When I’ve spoken to customer service they have always had a response to accommodate the erroneous charges but there is no way one individual could accrue said usage. Please help as this billing is causing stressful financial and emotional issues for me. The charges are higher than my car payment. I look forward to speaking to someone who can resolve this issue. ***** **** ************ **** **** ** *****

  

  Business response

  02/15/2024

  Issue:
  Been in her house over 20 years and close with neighbors.  She's compared her bills to neighbor's house and can't see why her bill is so high.  She's on a program where LG&E comes in "every couple of years" and weatherizes the house.  $275 after bill has been consistently $130.00  She then received another bill from LGE after ministries paid a portion of earlier bill.  She received another bill for March for $373.00.  Hot water heater within 5-6 years old.
  
  Background:
  11/8/23
  LG&E issued a bill for $75.10 due on 12/4/23.
  
  12/7/23
  LG&E issued a bill for $166.16 due on 1/3/24.
  
  1/8/24
  LG&E issued a bill for $272.68 due on 2/1/24.
  
  2/7/24
  LG&E issued a bill for $373.60 due on 3/4/24. 
  
  2/11/24
  *** **** contacted LG&E by email to discuss a high bill issue. LG&E replied by email and went over her account information. LG&E advised to keep in mind that you can't compare usage from one account to another. Homes are different regarding insulation, window and door seals, age and condition of heating and a/c systems. Individuals’ usage can't be compared because everyone's habits are different. Gave an option to contact LG&E by phone to discuss the high bill in more detail. LG&E gave *** **** information on reading her meter to determine if it may have been misread. LG&E also discussed checking appliances to ensure they are working properly and consider having the HVAC serviced to ensure it is operating at its highest efficiency. 
  
  PSC Tariffs & Regulations: LG&E Sheet 95
  
  Resolution:
  2/12/24 ******* has reviewed the account and the meter has not been estimated. An AMI meter was installed on 10/20/23. Removed meter readings and AMI meter readings have been verified and are correct. The history at this premise shows the winter months being higher bills. I have included a couple of bills from 2023 for review and the last four bills for *** **** as well.  Please let me know of additional questions or concerns. 
  
  

• Initial Complaint

  01/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Due to an entry error by the meter reader I was charged almost $8000 dollars instead of around $100 for my business gas and electric through auto pay. Instead of trying to resolve the issue I was treated like it was my fault for having autopay and told I would have to jump through several hoops with them and my bank and wait 10 business days for any resolution. I lost income as I had to close my business to wait on hold, drive to the bank, and to LG&E to try and resolve the issue. They cleared out and overdrew my business bank account on the last business day of the year complicating my taxes and other bills and expenses. Treated me horribly, refused to amend the issue in a timely manner, and caused extreme emotional distress.

  

  Business response

  01/08/2024

  Issue:
  Due to an entry error by the meter reader I was charged almost $8000 dollars instead of around $100 for my business gas and electric through auto pay. Instead of trying to resolve the issue I was treated like it was my fault for having autopay and told I would have to jump through several hoops with them and my bank and wait 10 business days for any resolution. I lost income as I had to close my business to wait on hold, drive to the bank, and to LG&E to try and resolve the issue. They cleared out and overdrew my business bank account on the last business day of the year complicating my taxes and other bills and expenses. Treated me horribly, refused to amend the issue in a timely manner, and caused extreme emotional distress.
  
  Background:
  10/5/23
  LG&E mailed a bill for $564.37 due on 10/30/23.
  
  10/23/23
  Payment of $564.37 was made online. 
  
  10/31/23
  LG&E mailed a bill for $236.81 due on 11/27/23.
  
  11/27/23
  Auto Pay of $236.81 was drafted.
  
  11/30/23
  LG&E mailed a bill for $7,750.04 due on 12/27/23. 
  
  12/27/23 
  Auto Pay of $7,750.04 was drafted. 
  
  12/29/23
  *** ****** called LG&E customer service upset over the auto draft on her account for $7750.04 due to a misreading for her gas meter. LG&E advised they would send this over to the billing department for correction. LG&E advised they would look into the process for refunding the overpayment and call *** ****** back in a few hours. 
  LG&E returned a call back to *** ****** and advised LG&E would need a letter from her bank stating that the payment of $7750.04 would not be returned to LG&E for any reason and the refund process could begin after LG&E received the letter. Customer was very upset over this process and advised this error had caused major issues for her business. 
  
  1/3/24
  ******* spoke with *** ****** and apologized for her issues.  *** ****** advised that she met with her bank today and the bank was taking care of the documentation needed to expedite the refund. ******* will follow up once this documentation is received. 
  
  1/4/24
  ******* checked *** ******** account and did not see that we have received the documentation. 
  
  Resolution:
  1/2/24 ******* spoke with *** ****** and she advised that she had met with her bank today and they would be providing the letter requested for the processing of the refund on her account. ******* apologized to *** ****** for the billing correction on her account and advised once LG&E received the requested letter from the bank the refund process could begin on her account. *** ****** expressed that she was not treated well when she called customer service and went into the local office for this issue that was not her fault. ******* apologized again to *** ****** and advised if she had any other issues to contact ******* directly. ******* will follow up tomorrow to ensure the documentation is received from the bank and the refund process can begin. Refund check is going to be expedited and will be mailed out next Thursday, 1/11/24 to *** ******. ******* called and left *** ****** a message that she was expediting the refund check and to call with any questions or concerns. 
  
  

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  see Attached document

  

  Business response

  11/15/2023

  Issue:
  See BBB complaint form and BBB additional complaint forms.
   
  Background:
  *T** ***** ****** ************ ***** has concluded that no adverse health effects have been demonstrated from exposure to low-level radio frequency energy such as that produced by advanced meters.
   
  Radio frequency signals also weaken significantly as the distance between you and the device increases. The casing of an advanced meter and wall construction materials also decrease the level of RF energy in the vicinity.
   
  Please note that advanced meters transmit RF energy only for short periods each day. In fact, an Electric Power Research Institute (EPRI) analysis of 47,000 advanced meters installed in southern California found that 99.5% of the meters were transmitting for approximately 3 minutes or less daily.
   
  Advanced meters do not collect, store, or transmit personally identifiable customer information – such as names and addresses. All energy usage information is transmitted between advanced meters and your utility through a secure network and is encrypted using U.S. government-approved and recommended standards.
   
  We place the utmost importance on protecting our customers’ safety and security, and we have stringent practices in place to protect the energy usage information of our customers.
   
  *In June 2021, the Kentucky Public Service Commission approved LG&E's request to fully deploy Advanced Metering Infrastructure (AMI).
   
  *The Kentucky Public Service Commission is a three-member administrative body with quasi-legislative and quasi-judicial duties and powers regulating more than 1,100 utilities. It is funded by an assessment paid by all utilities under the Commissions jurisdiction based on a utility's annual gross intrastate revenues. The Commission, created by the Acts of the 1934 General Assembly, the current version of which forms Chapter 278 of the Kentucky Revised Statutes (KRS), performs its regulatory functions through issuance of written orders, following adjudicative and rule making procedures outlined in Chapter 278 and administrative regulations promulgated by the Commission in Chapter 807 of the Kentucky Administrative Regulations (KAR).
   
  Currently, the Commission regulates the intrastate rates and services of investor-owned electric, natural gas, telephone, water and sewage utilities, customer-owned electric and telephone cooperatives, water districts and associations, and certain aspects of gas pipelines. The following are some of the areas for which the Commission has regulatory responsibility:
  1.            Rate increase or reduction.
  2.            Expansion or reduction of utility service boundaries.
  3.            Construction and operation of utility facilities.
  4.            Meter accuracy.
  5.            Operating conditions of a utility.
  6.            Management audits.
  7.            Valuation of utility property.
  8.            Natural gas and coal purchasing practices.
  9.            Issuance or assumption of securities by a utility.
  10.          Consumer complaints.
  11.          Compliance with service and safety regulations.
   
  PSC Regulations (Title 807 of Ky. Administrative Regulations) PSC Law
  ?              KRS Chapter 74
  ?              KRS Chapter 278
  ?              KRS Chapter 279
  ?              Sections of KRS Chapter 61
  ?              Sections of KRS Chapter 367
  Legislation & Legislative Record
   
  *On July 20, 2023, LG&E disconnected service at 302 Ian Ct Apt A so an electrician could replace the meter bank.  Excel Commercial Services was likely the apartment owner’s electrician who replaced the meter bank – they are not an LG&E contractor.  After the bank was replaced and inspected, LG&E installed a new meter.  
   
  LG&E does not show any record of *** ******* visit to the Customer Service Office at *** * ******** on July 20, 2023. 
   
  LG&E received a facsimile from *** ***** on July 25, 2023, threatening physical violence against our employees.
   
  Resolution:
  Starting in December of 2021, *** ***** has sent LG&E dozens of facsimiles expressing his concerns about smart meters.  On April 10, 2023, despite the fact we will not be in his area to install smart meters until Q3 2024, we formally opted him out of receiving a smart meter.  A letter was mailed to him confirming his decision to opt-out.  
   
  Due to customer moves, we typically do not formally opt-out customers until they receive the 4-week notification stating we are going to install the smart meter.  
  

  
  

  Customer response

  11/22/2023

  
  Complaint: ********
  
  I am rejecting this response because: I will be brief, I did not show up to complain because I was not properly notified to show up to complain. 2. I am still in non-receipt of the insruance company who is insuraning Louisville Gas and Electric for the "fire hazard".  Around Louisville, Kentucky, as no insurance company will insure this product.  3.  jI am in non-receipt of any of the members of the public service commision's jurisdictional authority- starting with their "oath of office" and going from there.
  
  Sincerely,
  
  ***** *****

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