SAWS News: SAWS Responds to Concerns over High Water Bills
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Edwards Aquifer

Aquifer Level 679.8'
7/15/19 - Official

The Edwards aquifer and its catchment area in the San Antonio region is about 8,000 square miles and includes all or part of 13 counties in south-central Texas.

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Watering with an irrigation system or sprinkler is allowed any day of the week before 11 a.m. or after 7 p.m.

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SAWS Responds to Concerns over High Water Bills

Over the course of the last several days, San Antonio Water System has heard from numerous concerned customers about high water bills. SAWS takes consumer complaints seriously and is working to rectify the situation with each customer on a case-by-case basis and to ensure that this doesn’t occur in the future.

“First and foremost, we are sorry these bills have caught ratepayers by surprise, and we are working aggressively to address and alleviate their concerns,” said Robert R. Puente, SAWS President/CEO. “We are going to review every bill a customer disputes and work with them in order to satisfy the issue to their content.”

The bill increases are due to estimated reads by meter readers, old slow meters that have been replaced with new, more efficient meters, and true additional water usage due to a hot and dry July and August, as well as possible unidentified leaks.

To address customer calls about increased water bills, SAWS has expanded its customer service support team to ensure questions are addressed in a timely manner.

A Customer Service rapid response team will be available on Friday, Sept. 25 from 9 a.m. – 3 p.m. at SAWS Headquarters in the Customer Service building in the multi-purpose conference room located in Tower 2 at 2800 U.S. Highway 281 N. Billing department personnel will be onsite to help resolve customer problems with their bills.

SAWS is currently working to update aging infrastructure, such as meters, in an important part of maintaining its water system. As the utility continues to make these updates throughout the city, it will help accurately reflect each customer’s water usage and help prevent this type of situation in the future. Additional resources will also be put towards ensuring all meters are read on a monthly basis.

Customers who have high water bill questions can contact SAWS at a dedicated email address, Questions@SAWS.org.  They can also leave information at a dedicated hotline at 210-233-2050. For either option, customers should include: Account holder's name, service address, account number and a daytime phone number. 

Back to SAWS News Next: Rapid Response Events Scheduled to Assist SAWS Customers with High Bill Questions




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