Janet Engler, an 81-year-old veteran and full-time teacher from Indiana, was confused and frustrated, to say the very least.
Engler was told by the utility company that she was using 8,000 gallons of water—which is an astronomical amount, especially for someone who lives alone and works away from home all day.
After her local utility provider performed an investigation that revealed there was nothing wrong with her meter, she was required to pay the $12,000. Unable to cover these unusually high bills, Engler has been forced to put her home on the market.
So, what’s the explanation behind these bills, and what can you do if you’re ever in a similar situation as a homeowner?
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“No one needs to go through all this and find out at the end, ‘Oh, you must have used the water. There’s nothing we can do about it,’” Engler told her local news affiliate, WTHI-TV News 10.
When the outrageous water bills first arrived in January, Engler was convinced there was an issue with the meter. When Indiana American Water, her utility provider, was unable to give her an explanation, she hired a plumber, who confirmed there were no problems with the meter.
Their recommendation? An underground investigation involving an excavator to see if there were issues below the house.
Unfortunately, Indiana American Water disagreed with the plumber and demanded payment. When the situation was escalated to local government, Mayor Brandon Sakbun told News 10 the city is willing to work with Engler, but added that when private utility companies are involved, the city has limited control.
Sewage charges, he said, are based on water usage data provided by the utility company.
Stressed by the whole fiasco—and still without an answer on why the water bill is so high— Engler is now living with family members and getting ready to sell her house.
Common causes of a high water bill
Unexpectedly high water bills often have a surprising number of causes. While noting that this issue would require experts on the scene to fully assess it, plumbers we spoke to pointed to a number of common issues:
Running or leaking toilet
“A faulty flapper or fill valve can waste up to 200 gallons of water per day. That’s 200 gallons you’re not paying for—unless that toilet is running continuously. That can easily add up to hundreds of dollars on your monthly bill,” says Alex Atkinson, a plumber and HVAC technician at Super Brothers in San Jose, CA, and Sacramento.
People often don’t notice the sound of a running toilet, especially if they don’t use that bathroom often.
Underground leaks
Underground leaks are another major culprit. Corrosion in older copper or galvanized steel pipes can lead to pinhole leaks beneath the foundation or in the yard. Those are tough to detect because they don’t leave any visible signs.
“I recall a case where a homeowner didn’t realize they had a leak under the slab until their bill more than doubled,” says Atkinson. “We found the moisture using a thermal imaging camera.”
Outdoor irrigation
Outdoor irrigation systems might also be to blame. Sprinkler valves can fail in the open position, allowing water to run continuously into the lawn or drain away unnoticed.
“That can go undetected for weeks, especially if it’s set on a timer that runs at night,” Atkinson says. “A broken sprinkler head or underground irrigation pipe can waste thousands of gallons daily.”
Water softeners and filtration systems
As with any product, water softeners and filtration systems can malfunction. Sometimes they get stuck in a “regeneration” cycle.
“I’ve seen softeners that flushed water directly into the drain day and night because of faulty timers or sensors,” Atkinson says. “Those kinds of problems don’t always leave visible signs either.”
Faulty water meters and human errors
A faulty water meter is another possibility. Utility companies claim these are rare, but they do happen. Meters can misread flow, especially if they’re aging or have debris inside.
“I’ve had clients prove meter failures by installing a secondary test meter or requesting a state-supervised accuracy test,” says Atkinson.
Human error in billing systems can cause problems as well. That includes incorrect meter reads or software glitches.
“I’ve seen customers billed for a neighbor’s usage or charged twice in the same cycle due to clerical mistakes,” he adds. “Keeping records of past bills and knowing your average usage pattern can help you spot those errors.”
How to dispute a high water bill
If you don’t agree with your water bill, rest assured you can dispute it. First, double-check the numbers, look at year-over-year usage for the same month. Note the current reading yourself and compare it with what the utility company billed you.
Next, inspect toilets, irrigation systems, water heaters, crawl spaces, and outdoor spigots, and every other place where there might be a leak.
“Don’t forget to perform a meter leak test: Turn off all water in the home, and watch the meter to see if it continues spinning,” says Kelly Russum, owner of KC’s 23½ Hour Plumbing & Air Conditioning in Palm Springs, CA.
While most utility companies will send a technician to test the meter for accuracy, it’s up to you to ask for a written report of findings.
“Request detailed billing records for hourly/daily breakdowns. Look for inconsistencies or spikes that can help your case,” advises Russum. “Then, submit a written complaint to the utility company and keep records of all correspondence and technician visits. If that doesn’t do the trick, you can escalate the situation to state or city oversight and bring in legal or media pressure.”
In Engler’s case, Russum recommends filing a formal complaint with the Indiana Office of Utility Consumer Counselor as it may have consumer protection resources that differ from the Indiana Utility Regulatory Commission’s regulatory path. He believes Engler should hire an independent utility auditor to examine water bills, plumbing systems, and meter readings to create expert testimony.
“This data can help her in any legal or PR actions,” he says. “And lastly, contact elected officials beyond the city, like state representatives or state senators. They may intervene with the utility on her behalf or prompt a formal investigation.”
Atkinson also suggests requesting a flow test using a calibrated meter installed downstream of the utility’s meter. This can help confirm if the utility’s device is over-reporting.
“She might also install a smart home water monitor, like a Flume or Moen Flo device, which logs real-time water usage,” Atkinson explains. “That data can be powerful when challenging the utility’s claim.”
Realtor.com
BY ANNA BALUCH
MAY 10, 2025
