High city water bills are refunded

AUSTIN (KXAN) - Spotting abnormal spikes in their water bills, several viewers are calling the KXAN tipline for help.

Stuart Werbner got a one month bill for $2,300.

"I was so stressed, I didn't know what to do," Werbner said.

After KXAN's inquiry into the out-of-the-ordinary cost, Austin Water Utility adjusted his bill to $88 -- more in line with the worried citizen's typical usage.

 

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Call the KXAN tipline at 512-703-5255.

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Franklin McAllister ordinarily gets a bill well less than a hundred dollars. Then he got one for $305.

"When I opened my bill I'd like to pass out," Mcallister said. "I want them to reduce that; I don't use that much water."

Austin Water Utility's billing is handled by Austin Energy. They have been using a new system since October 2011, and conceded it has had some hiccups.

"The new system is working well," explained Austin Energy's spokesman Ed Clark. "There were some difficulties --  you're always going to have that -- it's very complicated. Those problems have been worked out."

The system is supposed to "red flag" billing anomalies, but Austin Energy said sometimes there are inadvertent human errors in spotting them.

Franklin McAllister did get an adjustment. He will get a $285 credit on his next bill.

Austin Water says it wants to help.

"We want to keep open communication with our customers," said spokesman Jason Hill. "We don't want to let down a steel door and say, 'You're out in the cold.' We want to work with our customers."

"I'm just going to pay closer attention to my utility bills in the future, that's for sure," Werbner said after the ordeal was over.

Austin Water Utility customers who suspect they have an unusually high bill are advised to call 3-1-1. The utility will check the water meter and look for leaks on the property. If a leak is found at a specific address, the homeowner is responsible for repairs.

If the city won't readjust the high bill, the case can go before an administrative judge for a decision.