Consumer Watch: Woman has problem with Louisville Water Company


by WHAS11

Posted on January 25, 2012 at 7:09 PM

Updated Wednesday, Jan 25 at 7:22 PM

LOUISVILLE, Ky. (WHAS11) - This Consumer Watch comes from a woman who has a real problem with the Louisville Water Company.

She says the utilities policy regarding reimbursement isn't fair.

She called Good Morning Kentuckiana's Andy Treinen and Andy answered.

Katy Glass has been a Louisville Water Company customer for a long time using about 4,000 gallons of water per bill.
So when she got a bill for $355, charging her for 49,000 gallons of water, Katy knew she had a problem.

“The plumber that came to repair it said it had a crack in it, ok and it was just like a little geyser," explained Glass. The problem was a leak caused by a sub contractor doing work in front of Katy's home.

On November 19 Glass paid tom Drexler plumbing $613 to determine the cause and source of the leak.

"So he said, here's the number to call to get reimbursement," Glass recounted. The water company then sent someone to confirm that diagnosis.

"Even the person they sent out said yes it was through the work we had done, our fault we'll make it good don't worry about it,” said Glas.

Glas called WHAS11 after she says the water company stopped returning her calls.

A letter in the mail informed glass to go after the sub contractor (Basham Construction) directly for reimbursement.  But that was not the solution Katy was looking for.

"I didn't ask him to do any work, they did. I can't believe they treat their customers that way. I think it's outrageous," said glass. With the cause of the water leak determined all the way back on November 19. It was a leak right here. Katy wonders what the holdup is on her reimbursement.
Well we took that question to the Louisville Water Company.

"It should not have taken this long and we're really sorry about that. We've asked the contractor to follow up with her and the bottom line is we just want to make it right with the customer,” said water company spokesperson Kelley Dearing-Smith.

Dearing-Smith says water company contracts do stipulate that the contractor assumes responsibility and liability if something happens.  But Katy’s case was complicated by a communication breakdown. And although the water company fixed the leak, it failed to expedite reimbursement.

"I want them to treat their customers they way they should be treated and I want my check,” insisted Glas.

Dearing- Smith says she understands Glas is the water company’s customer and not the contractors, but she says with 4,100 miles of main, contractor work is a reality.

"Sometimes things don't go the way they should go and this is a case where we'll make it right,” said Dearing-Smith. She insisted Glas would get her money back.  We left the water company after taking with Dearing-Smith at 11:30 Monday morning. 
By 3 p.m.  Monday Katy says she got a call from the contractor who said he didn't know anything about her case. But he also assured Glas she would be reimbursed.

"And what about all the other people that don't call you and don't get help from someone else. How do they get their money back?" questioned Glas.

We’ll let you know when Glas gets that check in hand.