ComplaintsforLafayette Utilities System

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I moved into a new construction home on November 3rd, 2023. I changed over the utilities from the builder to myself, electric and water, and signed up for trash collection. I did not receive my trash can till November26th, but LUS charged me for the whole month. I called into the office and spoke with ***** ******* and she said she would credit this charge. She has not and I still haven't received the credit.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company stated that there was a problem with their system reading the waste water meter at their office . They send meter reader to read meter from July to December. I paid every bill . In January I was given a reading of 16000 of gallons of waste water . I calculated 169 gallons over 7 months by the customer service clerk reading . I paid all bills and the amount went from $20 to $122 . She said it was estimated when I questioned the difference. I ask how was it estimated when she told me they were sending meter readers. We visit the house 2 times a month . No one is there daily . We have security cameras that I reviewed shows no meter readers . Also, there was a water break in downtown Lafayette during 1/17 during this billing cycle that affected the area . I do not have any leaks and there is no one using water 90 percent of the time we visit except for shower 4 days a month . I would like this bill adjusted to reflect payments made and original usage based on previous bills which was accurate up to July which is when the company system went down . I can provide pictures of bill usage and news report of water breakage due to a main city line downtown Lafayette. The bill is $121 for wastewater . Bill due Feb 1 , 2024. When I tried to get reading the pictures below stated it was unable to read , the clerk said they are waiting on parts for the meters so they were merely estimating. If so there estimates is not what the original bills and usage was . I have no one there on a daily basis and no water leaks . Water bill is average but waste water is $122. One hundred dollars plus more than usual

  Business response

  01/24/2024

  *** ******** account has a water meter that communicates remotely so LUS does not send out meter readers monthly to read those meters. The water meter has a meter register that measures the consumption and a communication module that sends the consumption information remotely for billing purposes.

  
  Upon review of the account by Meter Services, it was determined that the water meter module in question was providing stale readings (or the same reading monthly so 0 gallons were billed between 12/15/2022 and 6/17/2023) then the system began to estimate the readings.

  
  LUS is in the process of replacing the communication modules of those meters that are not communicating properly which will take time since it is a labor-intensive process. In the meantime, *** *******s water meter was included in a group of water meters that are manually read each month until a new water meter module is installed.

  
  When the meter reader manually read the meter on 1/19/2024, the gallons consumed at *** ****** were trued up and accounted for those 0-gallon months. This address normally consumes between 2,400-3,200 gallons per month. If you average the true-up gallons of 16,200 over the time period (7 months) in question then the customer consumed an average of 2,300 gallons per month. The current bill includes the gallons for those months that were not billed. Additionally, the wastewater cost is higher than normal because of the additional gallons as mentioned above.   

  Customer response

  01/24/2024

  
  ********** ********
  
  I am rejecting this response because: There is no one using water.  No one had been living in the house on a daily basis . I inherited the home and come 2 times a month to care for cleaning.  How was I billed and not informed .  I was paying the bill sent and was told that the meter was being read manually!  So the company waits 7 months to send a reader when the were aware that they were not getting a reading .  No one was there to use water . They went by previous reading when my aunt was alive .  That’s not acceptable.  Where is the credit paid on the bills for 7 months .  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  01/22/2024

  Complaint Type:

  Order Issues

  Status:

  BBB unable to locate business

  More info

  Sept 29, 2023 I rented apartment at this address I contacted lus to get electric out in my name. I never had service with this company that there was a prior bill at **** ****** ****** ** *** ***** ********** ** ***** I never lived at this location ever and at the time I was in wheelchair from a car wreck living in ***** a ***** ******* had stolenmy identity put this electric in my name and now they are forcing me to pay for a bill that's way over 10years old . I never received a bill I just received a disconnect notice my friend and I called I was told to pay 54.84 which I did then they turned my electric off and said it was from nonpayment how can it be from non payment when I paid the 54.84 told to pay it was turned on a day then turned right back off it was during this freeze I'm freezing lost all my food in the refrigerator and I'm disabled and on a low income. They refused to help in anyway I am now sick because I have no electric and I can't even unpack because of this I'm already disabled and I do good barely getting around as it is. Thanks to them I'm hungry and cold now sick because they want to charge me for a bill that someone stole my identity and now charge me for ****** **** and ******** ***** people that lived there prior. Also charging me for things I don't and never knew what they for like environmental charges and curbside service. With I thought it is against the law to turn off disabled elderly peoples electric without working something out also this share the light is a scam I applied for it they just flat said no. And told ****** not to help either I want my name out from under that charges I want a fresh start and rhe woman that stole my identity is dead. I told them all this I have multiple witnesses to everything I have said. I don't feel I should be responsible for what ***** ******** did.

  Business response

  01/23/2024

  Ms. ********* ****** has spoken to many LUS employees regarding her account, including the Director. In November 2023, she threatened LUS with legal action so we informed *** ****** that we can no longer speak with her regarding her account and she should have her attorney speak to our LCG attorney. As of this date, our attorney has not reached out to anyone within LUS regarding this matter. 

  Customer response

  01/24/2024

  
  Complaint: 21182298
  
  I am rejecting this response because:
  I tried to be civil with these people they have lied and has given my information to strangers. It is not another renters business what goes on in my personal life. Yes I have contacted legal aid and no one had yet to get back with me as of recent. But before I did I called bbb and I told these liars that it was not my bill they deliberately turned my electric off after i paid the 54.84 I was told to pay and I lost my food in fridge they flat out refused to turn my electric back on saying I never paid them. Hmm I have receipt showing other wise and no I'm not responsible for what that dead woman did they should of checked id's then. Then to tell me I have to pay the bills due from previous renters I don't think so. I can gladly put this on the news and let the whole Acadiana parish learn just how underhanded and evil this company is. Now I have been freezing and np food because of them. I want this bill cleared from my name and my electric restored and not to be charged ridiculous charges. I'm disabled and low income and they are trying to keep me from my electric that i have every right to. They were told from the beginning my identity was stolen I knew nothing about this till they told me of thus bill that was in 2009 which I was in wheelchair living in *****. And going back and forth for surgeries to new Orleans and Shreveport. If 
  Sincerel** ** ****** which at the time was weber
  
  ******** ******

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  As a consumer who is protected under the consumer protection laws, I feel that my rights under the Truth in Lending Act have not been respected. Furthermore, I was not provided with a full disclosure of the entire credit amount on my account listed above. I applied for personal/family open end of credit on 15th November 2023. My account was created a with positive status of credit. The attached remittance coupon and the bond are located at the top of my statements. Upon thorough review of my account, I have noticed two significant discrepancies, namely overpayment requests and the imposition of additional late fees or junk fees penalties. It is important to note that both these practices are explicitly prohibited by the relevant regulations and legislations governing our industry.

  Business response

  01/11/2024

  Mr. ******* contacted LUS to connect water only services at 209 Gaynor Drive on 11/16/2023. Upon connection, he would have been notified that a $30.00 deposit for water only services was required. The customer’s bill was generated on 12/12/2023 for water services consumed and a deposit of $30.00. Mr. ******* paid the outstanding billed amount of $72.00 online on 1/3/2024. The are no additional fees associated with Mr. ********* account.

  Customer response

  01/15/2024

  
  Complaint: 21117177
  
  Thank you for your prompt response. However, I must inform you that I reject your response as it fails to address my concerns regarding the discrepancies/disputes with my entire account balance. The account number, name, and servicing address as stated in the attached billing error notice was given for locating the bookkeeping and financial balance sheet.
  It is essential that you understand the gravity of the situation, as your company's actions have restricted my access to the credits rightfully belonging to me.

  This is in direct violation of 18 U.S. Code § 8 - Obligation or other security of the United States, according to 18 U.S.C. § 8, obligations of the United States include:
  All bonds, certificates of indebtedness, national bank currency, Federal Reserve notes, Federal Reserve bank notes, coupons, United States notes, Treasury notes, gold certificates, silver certificates, fractional notes, certificates of deposit, bills, checks, or drafts for money, drawn by or upon authorized officers of the United States.
  Stamps and other representatives of value, of whatever denomination, issued under any Act of Congress, and canceled United States stamps.
  Any security, obligation, or banknote issued by a foreign government or authority that is recognized by the United States.
  
  I want to clarify that my request is not for a basic account statement summary. Instead, I require a comprehensive overview of the exact amount credited to my account per 18 U.S. Code § 8 - Obligation of the United States. To be more specific, I expect a thorough financial audit of my account, like what would be conducted during a tax audit with the IRS. I insist on seeing the account books of open-end credits, which should contain all relevant details.
  I hope you understand the importance of addressing this issue promptly and in an appropriate manner. I trust you will take immediate action to rectify the situation. Kindly provide me with a detailed account audit and ensure that all discrepancies are adequately explained and resolved.
  Thank you for your understanding, and I look forward to a swift resolution. As a valued consumer, I believe it is crucial to emphasize that I am excising my rights to withhold payment until these disputes are resolved, in accordance with 12 CFR § 1026.13 - Billing error resolution.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  10/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid 75 for an additional trash cart and LUS switched trash companies and the other company is charging me 99.00 for a second cart. I want my rental fee back from ******** or LUS and put towards my second can. It was a one time fee abd they are saying I will have to pay again.

  Business response

  10/19/2023

  LUS handles the billing/collection of the monthly garbage charge but does not manage the garbage contract nor any contract changes for ***. *** ************* ******* ******** ************** handles this contract and from my understanding the amount paid for a second trash bin was considered a "rental" fee. Please contact ************* ******* for more information. Thanks.

  Customer response

  10/25/2023

   
  Complaint: 20713335
  
  I am rejecting this response because:
  II pay *** for my trash bill. They should accommodate if we need more cans to be able to store our trash for pick up day being we are not allowed to purchase our own trash cans. 
  Sincerely,
  
  Stacy *******

• Initial Complaint

  10/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented my townhome in July of 2022 before leaving to work out of state. The woman I rented to came highly recommended from a neighbor. My mother agreed to manage the property while I was gone. When the new tenant went to transfer utilities in her name she was told by LUS that she could not due to money owed. She asked for a couple of months to pay this off and clear it up with LUS. I continued to pay utilities for the next 2 months with the tenant reimbursing me. At the end of the 2 months I had autopay cancelled with LUS as per my agreement with the tenant. The next month we realized she had not paid utilities because the utilities were disconnected. Again , the tenant promised she would have everything taken care of and we weren't to worry. All was good until this past Spring when she starting having trouble paying her rent on time or at all. We finally had to have her move out due to 2 months of non-payment after many more lies and promises to pay. After she moved out, I received a utility bill for $3341.75 which included current charges and a past due amount. My mother went in to the LUS offices to see what was going on and was told the past due amount was from the woman who had rented from me but now it was moved to me for collections since she had never transferred utilities in her name, which I was told she had. It was my understanding that she HAD indeed switched utilities. But because LUS assumes I had connections with this woman, they have now made me responsible to pay off her debt. I never even met this woman. I received another bill the following month which was slightly lower because I paid the current charges which were actually applicable to my property. I am 25 , just building my credit, and I can't believe what LUS is doing is legal. It is going to destroy my credit as they are threatening me with collections. I would appreciate advice or anything that you could do to help me clear this up. Thank You

  Business response

  10/19/2023

  I cannot provide any additional details on this complain because the customer and his listed address is not the same as the customer listed in LUS's billing system. In order to protect our customers' privacy, LUS can only address account holder concerns. Additionally, LUS advises all customers that they are responsible for any utility services that are billed under their name so Mr. Habetz had the responsibility to disconnect the utility services to ensure the renter assumed responsibility for the utility services. If the account holder, who is not Logan Habetz, would like to discuss further, please advise that person to call Customer Service at *************  

  Business response

  10/19/2023

  I cannot provide any additional details on this complain because the customer and his listed address is not the same as the customer listed in LUS's billing system. In order to protect our customers' privacy, LUS can only address account holder concerns. Additionally, LUS advises all customers that they are responsible for any utility services that are billed under their name so Mr. Habetz had the responsibility to disconnect the utility services to ensure the renter assumed responsibility for the utility services. If the account holder, who is not Logan Habetz, would like to discuss further, please advise that person to call Customer Service at *************  

  Customer response

  10/25/2023

  
  Complaint: 20701439
  
  I am rejecting this response because: The reason the addresses are not the same is because I am currently living and working in Washington State and my mother is managing my rental property so we had the billing sent to her address. I have contacted an attorney locally, and they have told me that what LUS is attempting to do, make me responsible for someone else's debt just so they can collect, even though I have NO affiliation with these people, other than the fact that my property was rented to them is ILLEGAL!
  
  Sincerely,
  
  Logan ******

  Customer response

  10/25/2023

  
  Complaint: 20701439
  
  I am rejecting this response because: The reason the addresses are not the same is because I am currently living and working in Washington State and my mother is managing my rental property so we had the billing sent to her address. I have contacted an attorney locally, and they have told me that what LUS is attempting to do, make me responsible for someone else's debt just so they can collect, even though I have NO affiliation with these people, other than the fact that my property was rented to them is ILLEGAL!
  
  Sincerely,
  
  Logan ******

  Business response

  10/30/2023

  It appears that the customer complaint is for the home located at ** ******* **** **** address, not the *** ** *** *** ******* ** as list on the complaint. The connection was made when Customer Service received calls from Lori ******** requesting balance information for ** ******* ****. Additionally, Lori ******** made payments on 03/16/2023 and 4/14/2023 for the address as well as requested additional information. After further research, LUS has removed the balance transfer attributed to Lori ******** from Mr. Habetz's account.

  Business response

  10/30/2023

  It appears that the customer complaint is for the home located at ** ******* **** **** address, not the *** ** *** *** ******* ** as list on the complaint. The connection was made when Customer Service received calls from Lori ******** requesting balance information for ** ******* ****. Additionally, Lori ******** made payments on 03/16/2023 and 4/14/2023 for the address as well as requested additional information. After further research, LUS has removed the balance transfer attributed to Lori ******** from Mr. Habetz's account.

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