A Fort Lauderdale mother received hundreds of dollars in relief after an unexpected $896 water bill prompted her to seek help from a plumber and local news station.
Here's what to know
Shana Roberts, a registered nurse and single mother of three, typically received water bills between $111 and $140, according to WSVN's 7Investigates. But her next bill in August was eight times the previous month's charge.
The unexpected charge came after a notice left at her home in mid-August explained that Fort Lauderdale had replaced her old meter with a smart meter. Roberts had expected a switch to a smart meter to simplify meter readings.
"This month, I get a bill for $896," Roberts told reporters. "I have never had that high of a bill, I mean, I'm not watering the whole community."
More background
Fort Lauderdale's smart-meter rollout involved replacing roughly 65,000 existing meters. The city said Roberts' usage had already risen by the time it replaced her meter.
The city's email responding to Roberts' question about the charge listed running or leaking toilets and faucets as possible explanations.
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Hiring a plumbing company to investigate did not give Roberts an obvious explanation for the increase.
"Her toilets are not running randomly. Her meter also did not move for over an hour," the company's paperwork stated.
The city's response to her adjustment application involved a lengthy wait, with payment still expected in the meantime. She had submitted the plumber's findings along with her request.
"'We will get back to you, 30 to 60 days. In the meantime, pay your bill,'" Roberts said.
What can be done?
Unable to afford the nearly $900 charge, Roberts contacted 7Investigates. The city approved the request the day after 7Investigates contacted Fort Lauderdale.
The relief came through an "Unexplained high water consumption adjustment," reducing her total balance to $244.90.
A meter test is an option for residents who question their meters' accuracy, according to Fort Lauderdale. Customers will receive an account credit for excess charges and have a replacement meter installed if testing finds their meter faulty, the city says.
The lower balance has not ended Roberts' concerns about another surprise bill. She still wants someone from the city to inspect her meter. "I have enough on my plate. I don't need that issue to be another headache."
Where can I learn more?
Other residents have also questioned unexpectedly high water bills.
• A Florida homeowner's bill soared before the utility reported 1,400 gallons in 10 hours.
• A Florida renter discovered a $30,198 water bill tied to 1 million gallons after shutoff.
• In Fowler, California, a $40 bill became $3,700, and officials found 900 faulty meters.
• In Los Angeles, a $9,200 water bill hit a couple whose meter remained broken.
• Groveland, Florida, may delay a rate hike after three water outages prompted residents' credit requests.
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