Mount Vernon utilities commission declines immediate waiver in Pam Reich high-bill appeal

The Mount Vernon Utilities Commission reviewed an appeal from Pam Reich, whose account at 907 West High Street showed a sharp increase in June usage that she says resulted from a leak while the property was vacant. The commission heard staff summaries of the timeline, the office's notification procedures and options offered to Reich, and did not approve a waiver of the overage charges. Maureen DePaulo, a utility billing office staff member, told commissioners the leak-based charges began in June and that the office issues high-usage letters as a courtesy. "We send the high usage letters as a courtesy to our customers," DePaulo said, and explained the office's timing: the validator process that surfaces high-usage accounts runs when billing is prepared, and Reich's activity occurred after that run, so notice arrived later. The customer's written submission, which Reich chose not to present in person, states the house was vacant since May 26, 2025; that a high-usage letter was postmarked July 19 and received July 21; and that plumbing work by a company referred to as Mr. Rooter occurred in 2022. In her written request, Reich asked that "all or majority of this bill be waived," according to the packet materials submitted to the commission. Commissioners and staff described the limits on credits. Commissioner Reinhart explained why the utility bills for increased water use even when the water was not intended to be consumed: the city must treat all delivered water and sewer systems bill based on total consumption arriving at the wastewater plant. "Everything that comes into the wastewater plant on average is 1% solid ... it all has to be treated the same," Reinhart said, describing treatment-cost drivers. Staff said the utility had offered Reich an administrative payment plan (a program that, per staff, requires a minimum beginning balance of $500), and that billing staff had discussed possible credits but require evidence of the leak, of repair and of responsibility before issuing larger refunds. DePaulo said staff had suggested a technician visit but that Reich declined an in-person visit; she said staff observed usage charts that indicated a running fixture and that Project H2O upgrades are intended to detect such events sooner. The commission did not vote to waive the disputed charges. No formal motion to grant a full or partial waiver was made; staff advised Reich to contact the billing office to pursue the offered payment plan or supply documentation for further review. For residents with similar concerns, staff advised contacting the utility billing office and, where feasible, allowing a water technician to inspect the service; staff also noted a longer-term technology upgrade (referred to at the meeting as Project H2O) to shorten detection time for high-usage events.