LAS VEGAS (FOX5) — A 90-year-old Las Vegas woman turned to FOX5 Investigates after receiving a $666 water bill. Terri Vander Heiden’s bill normally runs about $40. Her statement showed she used 53,000 gallons in just two weeks, but she insists she saw no sign of the water anywhere on her property.
FOX5 INVESTIGATES: The curious case of the $666 water bill
What the water district found
Investigative producer Lisa Sturgis started looking into the bill after Vander Heiden reached out to FOX5 Investigates. Sturgis contacted the Las Vegas Valley Water District to see they could help solve the mystery.
“They were able to go in and see during that two-week period, from a Wednesday to a Wednesday, she had water running continuously,” Sturgis said.
The cause of the continuous flow has not been confirmed. Vander Heiden did have a full plumbing inspection, but they found no leaks. We did learn Vander Heiden had been in the hospital during the first three days the water was on. It’s possible the drip irrigation was left running during that time
“There’s a lot of speculation,” Sturgis said. “We can’t say for sure what it was.”
The water district replaced the meter at the woman’s request, but found no evidence of a meter malfunction. The usage was confirmed as accurate.
Customer is responsible — but help is available
The woman remains responsible for the bill, though the water district is setting her up with a payment plan.
“Your house used 53,000 gallons of water somehow, and you’re responsible for it,” Sturgis said.
Despite having to pay, the woman told FOX5 she was satisfied with how the water district handled her case.
“She’s like, ‘Well, I wound up having to pay the water bill, but everybody was so nice and so helpful,’” Sturgis said. “She was really impressed by the lengths that the water company went to — sending out crews out there two or three times.”
What customers can do
The Las Vegas Valley Water District can review account data and identify when unusual usage occurred, even if it cannot pinpoint the exact source.
“If you get a huge water bill, you can call customer service, and they can look at your lines and tell you exactly when it happened,” Sturgis said.
The water district also offers an online tool through its “My Account” portal that allows customers to monitor daily water usage and identify spikes.
“There is literally a dashboard that you can look at that will tell you how much water you are using on any given day,” Sturgis said. “If you see a spike — like a sudden spike — and you go, ‘Oh, on Tuesday I didn’t do anything water intensive,’ then you know you’ve got a problem.”
Sturgis said the woman handled the situation the right way — first calling the Las Vegas Valley Water District, then a plumber, and then FOX5 Investigates.
“Don’t just pay it, especially if you have no idea where or why it’s happening,” Sturgis said. “Most times, it’s worth your trouble to make the phone call.”
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