I've got a Savannah client dealing with a water leak that went undetected for two months. Georgia Natural Gas (they handle water in some areas here) is saying they'll adjust the water charges but not the sewer charges because "the water didn't go through the sewer system." The leak was underground and totaled about 850,000 gallons - client is looking at a $4,200 sewer bill on top of the adjusted water charges. This seems excessive since none of that water actually used the sewer infrastructure. What's the standard practice for leak adjustments? Are sewer charges typically included or excluded?
Water leak adjustment policies - what's reasonable?
Eleanor, most reasonable utilities will adjust both water and sewer for legitimate underground leaks since the water never enters the sewer system. The fact that Georgia Natural Gas is splitting the difference suggests they're trying to minimize their adjustment costs. I'd push back hard on this - 850k gallons of sewer charges for water that leaked into the ground is basically theft. What's their written leak adjustment policy say? Most utilities have published guidelines that should cover this scenario.
We see similar issues in Michigan. DTE will adjust water but fights sewer adjustments tooth and nail. The key is proving the leak location - if it's before the meter or underground where the water couldn't possibly reach the sewer system, you should get full adjustment. Eleanor, did your client provide documentation of the leak location and repair? Photos of the excavation site can be crucial evidence.
Randy, their written policy is vague but mentions "reasonable adjustments for documented leaks." Pretty useless language. Tina, yes we have extensive documentation - photos of the excavation, plumber's report showing the leak was 8 feet underground in the service line, repair invoices, everything. The leak was clearly before any connection to the sewer system. Georgia Natural Gas keeps saying their "policy" is to only adjust sewer charges for indoor leaks, which makes no sense from an engineering standpoint.
Eleanor, that indoor-only policy for sewer adjustments is complete nonsense. Here in Vermont, Green Mountain Water adjusts both water and sewer for any documented leak that doesn't reach the treatment system. The whole point of sewer charges is to recover treatment costs - if the water leaked into soil 8 feet underground, there's no treatment cost to recover. I'd escalate this to Georgia PSC if they won't budge.
Chester's absolutely right. We dealt with Pennsylvania American Water on a similar case - 600k gallon underground leak, they initially refused sewer adjustment. After we filed a PUC complaint citing basic engineering principles and environmental regulations, they folded completely and provided full adjustment plus interest. The regulatory filing got their attention fast. Don't let them steal $4,200 for services they didn't provide.
Thanks everyone - filing the PSC complaint this week. Donna, did Pennsylvania American require any specific documentation beyond what I mentioned? I want to make sure the filing is bulletproof. The $4,200 sewer charge is outrageous but I'm more concerned about the precedent. If they get away with this, they'll try it on every leak adjustment going forward.
Eleanor, we included engineering diagrams showing the leak location relative to sewer connections, EPA regulations about wastewater treatment cost recovery, and comparable policies from other utilities in the state. The key was demonstrating that charging sewer fees for untreated water violates basic rate-making principles. Your documentation sounds solid - just frame it as a regulatory compliance issue rather than a customer service request.
Eleanor, also check if Georgia has any statutes about "used and useful" utility plant. Most states require utilities to only charge for services actually provided - billing sewer treatment charges for water that never reached the treatment plant could violate those requirements. Frame the complaint around regulatory compliance and unfair billing practices, not just customer fairness.
This whole thread is making me realize how important it is to document leak adjustments properly. Eleanor, your case could set useful precedent for the rest of us dealing with stubborn utilities. Most customers don't have professional auditors pushing back on unreasonable policies - they just pay the inflated bills and move on. Keep fighting this one.
Update: Filed the PSC complaint yesterday with all the documentation we discussed. Georgia Natural Gas called this morning wanting to "discuss resolution options" - amazing how quickly their tune changes when regulators get involved. They're proposing 75% sewer adjustment instead of zero, but I'm pushing for full adjustment since the water provably never reached their treatment system. Will keep everyone posted on final resolution.
Eleanor, don't accept 75% - that's just them trying to avoid admitting they were wrong. If you have solid documentation that the water leaked underground before any sewer connection, you should get 100% sewer adjustment. They're testing to see if you'll take a partial settlement to avoid a hearing. Hold firm on the full adjustment.
Chester, you're absolutely right. Told them 100% sewer adjustment or we proceed with the formal hearing. They're "reviewing with management" which usually means they're figuring out how to cave without setting precedent for other cases. The engineering evidence is overwhelming - you can't charge sewer treatment fees for water that leaked into soil 8 feet underground. This should be a slam dunk case.
Eleanor, you're handling this perfectly. The 75% offer confirms they know they're wrong but are trying to minimize the financial impact. Stick to your guns - full adjustment or hearing. This kind of systematic overcharging probably affects hundreds of customers who don't have auditors to fight back. Your case could force them to review and correct their entire leak adjustment policy.