Estimated water readings cause $8,000 billing error, department says changes are underway

RICHMOND, Va. (WRIC) — After a three year search for answers over higher than normal water bills, a former Richmond resident learned he was overcharged by about $8,000. The city's utilities department is launching improvements to cut back on errors.

Justin Cerny said moving to the fan district in 2022 was an exciting time for him and his wife. The two hoped to spend time enjoying all the neighborhood had to offer. However, he said exploring isn't the only thing he spent a lot of time doing -- examining his water bills each month was a close second.

Not long after making his new neighborhood home, Cerny's first water bill totaled a little more than $400.

(Photo: Rolynn Wilson, 8News)

"I was like oh, my gosh, I kind of figured at first that I had done something wrong," said Cerny. "I was like, did we leave the water running for, for a weekend trip or something?"

Immediately, Cerny said he called customer service hoping to get an explanation. He said he was told crews would come by to check the meter. In the meantime, he continued to make some payments on his account.

However, despite this, the unusual charges continued and his account balance grew to more than $1,000 by the third month. For two years, Cenry said the high charges kept coming.

"I don’t know what a normal bill is? What should I be planning on? What should I be trying to pay?" Cerny said.

In the spring of 2024, Cerny moved out of the city but even after his addressed changed, the issue was not resolved.

“While we enjoyed our time, this did put a damper on our experience living in the city of Richmond," Cerny said.

It wasn't until 2025, when his district councilmember escalated his concerns to the Department of Public Utilities Director Scott Morris, that his account was reevaluated.

(Photo: Rolynn Wilson, 8News)

The department apologized for the frustration and hardship this experience caused Cerny, telling him "the extended duration of this billing dispute and the administrative challenges you encountered are not reflective of the level of service our customers deserve."

The city determined that several estimated reads over registered the amount of water Cerny was said to use. The total amount in overcharges, adjustments and late fees totaled more than $8,000.

Considering the payments the city says Cerny did make, he was left with a remaining balance of a little more than $1,000 for his actual water usage. The city offered Cerny the opportunity to enroll in a payment plan to pay the remaining balance.

While Cerny would like for the charge to be removed, a spokesperson from the DPU says city code prevents the department or director from removing a balance for actual usage no matter the error or how long it takes to resolve. Cerny requested that the city change this rule.

“Otherwise, we can't plan with any faith, and we don't know when they'll come around and ask for money frankly," Cerny said.

Director Morris told 8News he is willing to explore options under direction from city council but fears fully waiving fees like this would place the burden on other customers.

(Photo: Rolynn Wilson, 8News)

Morris said the department is actively trying to improve the billing experience for customers and prevent billing errors. This includes completing a meter replacement project, updating standard operating procedures for staff and implementing a new customer service portal.

If you believe you received a higher than normal bill you are asked to reach out to customer service by calling (804) 646-4646 or emailing dpucustserv@rva.gov. If you do not receive an adequate response you can escalate your claim to DPU escalations.