Richmonder frustrated over unexplained water bills

RICHMOND, Va. (WRIC) — Richmond residents are voicing concerns over recent water bills that have left many feeling frustrated and confused.

Many cited issues such as delayed billing, varying water usage estimates, inconsistent water meter readings, and rising payments over the past few months.

One local resident, John Buchwald, highlighted the drastic changes in his billing. What began as consistent, accurate water billing with actual readings every month since 2024 turned into confusion and significant financial strain.

Buchwald now faces nearly $200 in estimated usage since August 2024, and two separate bills in one month totaling close to $800.

“I’ve vented a lot of anger already, I think the main emotion that I feel is just anxiety,” Buchwald said.

Buchwald said his water bills were typically under $100, with actual water meter readings from January to March of 2024. He noticed a steady increase in charges from April to July, despite minimal changes in his water usage.

In August, the switch to estimated water readings began, with his bills climbing to more than $160. When he reached out for clarification, he was given little explanation as to why the charges were so high.

“I’m just being told, ‘Hey, you owe us this money and this is when we’re going to charge you,’ but no explanation on why I owe that amount of money or even rhyme or reason as to when I’m being charged for it,” Buchwald explained.

Buchwald said the department has responded to his home to read the meter, but he was told to wait until any changes are seen in his bills.

“[Department of Public Works] did get somebody to do an actual meter read and they said the only thing they can do is look and see if there's any sort of correction that needs to be done after two billing cycles," he said.

The Department of Public Works suggests that household leaks, such as running toilets, are often the cause of inflated water bills. Additionally, issues with meter readings—such as blocked signals, obstructed meters, or unresponsive equipment—can lead to estimates instead of actual readings. In cases where estimated readings exceed three consecutive cycles, officials say they aim to resolve the issue.

While the Department of Public Works continues to investigate, Buchwald has paused payment on both of his bills as he seeks further clarification.

"They said the only thing they can do is maybe after two cycles, they can look in and see if there’s any sort of a correction that needs to be done,” he said.

Buchwald’s experience has left him with anxiety over his mounting bills, and he hopes for a resolution soon. Meanwhile, Richmond officials have assured residents they are looking into why Buchwald was billed for three months of service.