Louisville Gas and Electric Company

Independent Audit Finds LG&E, KU Customer Service Lacking

by Erica Peterson on September 14, 2011

An independent review ordered by the Public Service Commission has found Kentucky Utilities and Louisville Gas and Electric’s customer service falling short of what is expected. The report was released today.

The review found that satisfaction with the utility’s customer service has steadily declined since 2008, and that call centers around the state aren’t meeting internal goals for answering calls quickly.

PSC Spokesman Andrew Melnykovych says there aren’t actual numeric standards the companies have to meet in terms of customer service, but:

“It’s a standard in the sense that utilities under Kentucky law are required to provide an adequate level of service and that includes things such as addressing customer complaints in a timely fashion and so forth,” he said.

The independent audit company will work with the utilities to develop an action plan. LG&E spokesman Chip Keeling says his company has faced several stressful events over the past few years that may have affected customer service and call volume, like major storms and a rate case. He says another factor might have been relying too much on new technology. “I think we were expecting our investment, and we did make significant investments in technology, would be picked up by our customers and they didn’t subscribe to the technology that we were driving as quickly as we thought they might,” he said.

But the audit mentions significant problems with the technology on LG&E’s end, like computer systems that are difficult for call center workers to use and computer malfunctions with meter reading and discontinuing accounts.

Keeling says the company will follow through with the report’s suggestions to improve customer service.

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Two Dead In Shooting At LG&E Facility-UPDATE

by Rick Howlett July 5, 2011

Louisville police say a Louisville Gas and Electric Co. employee fatally shot his supervisor at a service center in Louisville before turning the gun on himself. Authorities tell the Courier-Journal that 52 year old Jeremy W. “Billy” Davis opened fire on 53 year old supervisor Andre Johnson, then took his own life. Sgt. Robert Biven […]

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LG&E, KU Sale Complete

by Rick Howlett November 1, 2010

PPL acquired the two companies from parent E.ON U.S. for $7.6 billion. The deal was approved by the Kentucky Public Service Commission last month.

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PSC Holds Hearing On Proposed LG&E, KU Sale

by Rick Howlett September 8, 2010

The PSC is expected to decide by month’s end whether to approve the deal. The utilities are currently owned by E.ON U.S.

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U of L Gets $373,000 Energy Rebate

by Rick Howlett August 24, 2010

The money comes from an incentive program that encourages commercial customers to replace older, less
efficient equipment.

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Group Pushing For Local Ownership Of LG&E

by Rick Howlett August 19, 2010

Mayor Jerry Abramson says the city made a competitive bid for the utility in April, but hit a snag over a multi-million dollar ‘break-up’ fee that would have been forefeited if the sale had fallen through.

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Proposed LG&E Coal Ash Dump Discussed

by Rick Howlett July 15, 2010

A proposal by Louisville Gas and Electric Company to build a new coal combustion waste dump at its Cane Run facility in west Louisville was the focus of a Metro Council informational hearing Thursday.

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Library to Get Computers with Grant from E.ON U.S.

by ekramer June 22, 2010

By Elizabeth Kramer The Louisville Free Public Library’s main branch will soon be getting nearly 100 computers its purchasing with a new grant. The $150,000 grant from E.ON U.S., which owns the Louisville Gas and Electric Company, is helping pay for the computers. They’ll be installed into three areas of the library’s main branch that […]

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LG&E Customers Weigh In On Rate Hike Proposal

by Rick Howlett May 3, 2010

By Rick Howlett Louisville Gas and Electric customers lined up Monday evening to comment on rate increases requested by the utility. The hearing at Male High School was conducted by the Kentucky Public Service Commission, which is holding meetings across the state on rate hikes proposed by LG&E and its sister company, Kentucky Utilities.         The […]

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PPL Chief: Utilities Purchase "Transformational"

by Rick Howlett April 29, 2010

By Rick Howlett The chairman of PPL Corporation is calling his company’s pending purchase of Louisville Gas and Electric Company and Kentucky Utilities a transformational event. James Miller says the acquisition will bring together three of the best utility companies in the United States and turn PPL into a more geographically diverse operation. “Most importantly, […]

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