The Waterloo Water Works experienced a software malfunction in its meter reading system that will affect some customers’ bills. Customers are asked to review their 3rd quarter statement and contact the Water Works billing department if there is a concern with the charges.
This issue is not isolated to one part of the City. The five affected residential routes are spread out across the city and generally include parts of the Audubon Park Neighborhood, areas along west 4th Street through downtown, as well as neighborhoods surrounding Cunningham Elementary and areas southwest of Broadway Street. A map is available of the affected routes.
It is estimated that less than 10% of customers in these routes experienced inaccurate readings. A portion of impacted customers would have received an incorrect low billing amount in the 2nd quarter resulting in a higher billing amount in the 3rd quarter in order to make up any difference.
Waterloo Water Works understands the cost burden an unexpected high water bill can have on customers. The Water Works will work with customers in these routes to make arrangements to make repayment manageable.
Those with questions or concerns should call the Waterloo Water Works Billing Department at 319-232-6280, and follow prompt #6.
“The Waterloo Water Works apologizes for confusion arising from this software error,” says Waterloo Water Works General Manager Matt Mahler. “We want to be sure our customers understand all the charges on their water bills. Please don’t hesitate to contact us with questions.”
Waterloo Water Works is located at 325 Sycamore Street. Office hours are 8:00am- to 5:00pm Monday through Friday. The mailing address is PO Box 27, Waterloo, IA 50704.