False alarms about water use spikes and possible leaks alarmed some Marco Island residents in Florida.
A software problem caused the issue, prompting the city to shut off its high water-consumption alerts — but residents won't receive charges for unused water.
Here's what to know
The issue involves billing software powering the city's smart water meters, according to Coastal Breeze News.
Customers receive live water use information from the city's Advanced Metering Infrastructure meters, rather than just a reading used for billing.
Marco Island's water and sewer department moved to those meters over the past several months.
Spotting potential leaks and unusually high consumption is one intended benefit for residents; more accurate readings are another goal of the technology.
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More background
Marco Island is in Southwest Florida's Collier County.
The city's notice does not specify a dollar amount or estimate potential savings.
A genuine leak that drives up a water bill is handled differently than a bill affected by software glitches.
The city's billing adjustment policy allows customers to request relief, though an alert alone does not establish whether a leak or a software error affected metering.
What can be done?
Customer service can help determine whether a leak is real when an alert arrives after notifications have been shut off.
The city says those subsequent warnings may point to a legitimate leak.
For residents seeking a billing adjustment because of a real leak, Coastal Breeze News noted that customers must send a written request within 90 days of the relevant billing period, along with a copy of the bill showing payment for repairs.
The policy also limits customers to two adjustments at most during a 36-month span.
Marco Island customer service is available at 239-394-3880 for assistance with water use or alerts.
Where can I learn more?
These stories cover unusually high water bills in Florida and Los Angeles.
• A Florida homeowner's bill surged, then the utility reported 1,400 gallons used in 10 hours.
• After shutoff, a Florida renter found a $30,198 water bill for one million gallons.
• A Los Angeles couple received a $9,200 water bill after years with a broken meter.
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