Because you may soon get a surprise water bill
HOUSTON – New electronic reading devices that are supposed to make it easier for the city to get an accurate water meter reading are causing skyrocketing water bills for Houston’s customers. The KPRC 2 Investigates team is digging into these water department issues leaving you “DRAINED”. Investigator Amy Davis also has what you should do even if you haven’t received one of these big bills.
What to check right away on your water bill
If you have your Houston Water Autopay account, you need to check it today. The city is replacing old and obsolete electronic reading devices on thousands of feet. You won’t get any warnings before they arrive in your neighborhood, and customers who had their fixture replaced two weeks ago were shocked when they received their latest water bills.
“I think all of that has changed. It’s all new,” said Rick Naranjo.
Rick Naranjo isn’t an expert on water meters, but he can point out what’s different in his box. A few weeks ago he noticed workmen attaching these devices to meter covers and the log showing his meter reading was also replaced.
But it was her family’s upcoming water bill that really caught her attention. The city says it owes more than $23,600.
“I could see maybe $400, $300, but I said, it’s like a car. If I’m buying a new car.
His neighbors in Kirkwood, south of the Sagement area, were also shocked.
“It’s a lot more than we expected,” said Jessica Sanchez.
Sanchez received a bill for over $2,600.
Robert Tomlinson next door is looking at a $5,447 bill.
“I mean, I would have to have a geyser coming out of my backyard to have a bill that high,” Tomlinson said.
Each of them contacted the Houston water department.
“They basically told her they were doing an investigation into it. So we should call back in 27 days to figure out what’s going on. I said to my wife, like, why do we have to call back if it’s their mistake? Naranjo said.
“I basically keep checking to see what happens,” Sanchez said. “That need to pay my minimum so it doesn’t get turned off.”
Houston Public Works told us it is:
“Aware that the replacement of remote meter reading devices has resulted in some customers seeing thousands of dollars worth of auto-generated bills. Houston Public Works apologizes for the stress and confusion created by these incorrect bills. We are proactively contacting affected customers. If you have not heard from us and believe you have been impacted, please contact our customer service team.”
The new reading devices will transmit the meter reading to the water department.
We told you how Houston Public Works says most meter reading devices now were installed in the 1990s and no longer work.
Customers who get new water meters also get HUGE new bills
The city will replace all of them over the next few years. I’m already two years late due to supply chain delays. But Public Works hasn’t told us exactly where they’re installing the new fixtures first.
We know from these customers that Sagemont has received some. Customers near I-10 and Eldridge have submitted KPRC 2 Investigates invoices they received last week. We received a water bill for $4,197 and another for $4,376.
Naranjo rushed home last week when a neighbor let him know a water department employee was looking at his meter. When he arrived, Naranjo says the city clerk told him he had a loss because his meter was spinning.
And I said, FYI, I just left. I said, “My dishwasher is running.” So she had already taken note. He already called the city telling them there was a leak before he even spoke to me,” Naranjo said.
Naranjo said the same employee told him he was going back to fix dozens of reading devices that a third-party contractor had installed incorrectly. Meanwhile, he and his neighbors wait for the city to fix their accounts as they figure out what went wrong.
“Take care of yourself. You know there is a mistake. You know, we’re just trying to make a living like everyone else. And I understand that they are too. But that’s their job,” Naranjo said.
Why some Houston water customers may suddenly receive higher bills
Something else we’ve noticed over the last year investigating these water bill issues, many customers who have been paying $30, something a month, don’t even realize they’re not being billed for any water usage. It’s just a basic invoice with service charges. Because these reading devices are connected to meters that have not actually been read for years. So you might be shocked when you get a bill for five or ten thousand liters of water because you’re not used to paying for actual water consumption.
KPRC 2 Investigates asked Houston Public Works whether they plan to support billing customers for water they weren’t previously billed for or if they plan to bill only for current use in the future, but the city did not respond. to this question.
Here’s what to do so you don’t get caught by a big water bill
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Go online and check your water usage history.
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Download and save past bills so you can see how much water you’ve used. In some cases, as these devices are replaced on meters, customers tell us that theirs usage history is removed from their accounts and if they haven’t saved it, they don’t know how much water they have used and paid for in the past.
Have a question about your water bill? Send us your information and we’ll add you to our growing list of people who need help.
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