Atlanta investigates spiked water bills

By Ernie Suggs

The Atlanta Journal-Constitution

Bryan Sung got a surprise Thursday when he opened his mailbox and got out his Atlanta water bill. It was for $79.37.

Manageable for a single man who lives alone, but still way higher than the $20 he usually paid.

“I have a pool that I don’t use. I have sprinkler system and I don’t do that either, so there is no real explanation,” Sung said. “If I am taking more showers or doing the dishes, I could understand. But I am a single guy, so there is only so much water I can use.”

Single guys and families alike are equally confused. In recent days, the city of Atlanta has been inundated with complaints about sudden spikes in their water bills.

Buckhead resident Bill Lucas said his bill went from $80 to $251, while one of his neighbors got a $4,000 bill.

“I was shocked and bit confused when we got our bill. It had never been that high before,” said Angela Davis, president of the Collier Green Condominiums in Northwest Atlanta, about the bill that went from $9,000 last month to $17,000 now.“What is going on?”

That is a question that – at least right now – Atlanta can’t answer.

But chief operating officer Peter Aman said the city is quickly trying to figure it out.

Aman spent most of Thursday morning meeting with Rob Hunter, the commissioner of the department of watershed management, before meeting with Lucas.

“I am happy that we came to this point. The problem is not completely solved, but we made huge inroads today,” said Lucas, who is representing his community on water issues.

Aman said the city will implement plans “to address what issues we have,” including a better form of communicating with residents and applying the city’s established rules on addressing problems and complaints. For example, anyone who complains of a spiked bill can appeal it and not pay the contested amount.

“It is not clear that everyone has gotten that,” said Aman, adding that the city has to start taking all complaints seriously; accelerate the response times of appeals complaints; and address whatever systemic issues might be responsible for rate spikes.

He stopped short of calling for a full-fledged audit or investigation into the department, although he said the city would “audit” bills and meters.

“We still need to understand what is going on," Aman said. "It is clear that we have not done a good job of being empathetic and taking complaints seriously. I don’t feel we are doing everything we can.”

Atlantans have unique issues when it comes to paying for water. The city already has some of the highest water rates in the nation. In July, homeowners were hit with a 12 percent rate hike to help cover the cost of the city’s massive sewer project.

“I don’t think we did a good enough job of letting people know that the rates increased. That is probably having some effect,” said Janet Ward, a spokeswoman for the watershed department.

While not having the exact number of complaints that have poured it, Ward said that an investigation into some of them showed normal usage patterns.

“We are getting people calling complaining that their June, July and August bills were high, but they were high last year at the same time. We were getting a lot of that,” Ward said. “And it has been really hot this summer so people tend to take more showers and drink more water. So usage can jump without you even realizing it.”

But Lucas said he has a list of 120 people with legitimate claims and if he had a few more days, he could find “thousands.” He said he was disappointed with a Monday meeting with Hunter.

“The watershed department does not know what the problem is,” Lucas said. “They are just bullying people.”

BOX

Okay, so you normally get a bill for $100, and you recently got what you considered a “spiked” $400 bill. Here is what you can do now:

•Call the department of watershed management at 404-658-6500.

•Say you want to dispute the bill.

•They will put you in touch with a customer service representative, who will tell you to pay whatever you usually pay. In this case, $100.

•The department will flag your account.

•Someone will come to your home, while you are there, to check your meter to make sure it is working.

•The department will also check your account for problems.

•If they find a problem, like a broken meter, they will adjust your bill accordingly.

•If they don’t find something you can appeal your case to water and sewers appeals board.

•If the board rules in the city’s favor, write a check for $300.

•If they rule in your favor, go home.