‘I can’t afford no $400 a month water bill’: Atlanta renters say they’re being overcharged for water they didn’t use. Here's how to fight utility billing errors and protect your finances

Why are residents' water bills so high?

As Mayes and his neighbors looked for answers, Mayes' landlord, Michael Shepard, confirmed that he checked the unit for leaks and found none.

“I don’t believe there’s any rhyme or reason with the water usage,” Shepard shared with WSB-TV.

Another landlord, Anthony Herring, said he’s now stuck covering an unpaid $600 bill because his tenant refuses to pay for water they didn’t use.

Jasber Utility Services has been unresponsive, adding to renters’ frustrations. When investigative reporter Ashli Lincoln visited the address listed for the company, it led to a postal service building in Forest Park.

Some residents, as well as landlords such as Shepard, are now working with city officials to pressure the condo’s homeowners association to terminate its contract with Jasber.

Meanwhile, there are other signs that something is amiss at Jasber. The Better Business Bureau (BBB) has given Jasber an “F” rating and reports similar complaints from other customers about excessive charges and poor customer service.

When trying to access the Jasber company website, a browser warning pops up, stating the site is not secure.

A YouTube video from 2016 shows a man, purported to be a Jasber representative, calling Jasber a "submetering company" that places separate meters on each unit of a building rather than the building relying on one main line.

Several of the video’s viewers left comments, calling the company a scam and insisting they didn't want Jasber’s service.

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How to fight billing errors and protect your finances

As Mayes and his neighbors are stuck waiting for answers as to why their water bills have soared, the unfortunate reality is that this situation is not unique. A student in Houston, for example, was dealing with a similar situation when he discovered he’d been paying his neighbor’s water bill for two years.

If you ever find yourself facing unexpectedly high utility bills, there are steps you can take to dispute the claims and avoid the financial fallout.

• Check for leaks: High water bills are most often caused by a leak — even underground leaks in your yard can create massive water bills. Have a professional inspect your property inside and out before moving on to more drastic measures.

• Check your meter: Sometimes meter lines get crossed. To make sure your meter is measuring your water, turn off all water and see if your meter is still running. Then, turn on several faucets and check again. If the meter doesn't go faster with high usage, you might be connected to the wrong meter.

• Report the issue: Start with your landlord or utility company. If they are unresponsive, file a complaint with your local housing authority, consumer protection agency or the Better Business Bureau. Some cities have tenant advocacy groups that can also help.

• Document everything: Keep records of your water usage habits, your bills from the past and any conversations you may have with your landlord or utility company. If you’ve reduced your consumption but your bill keeps rising, having records of your investigation can strengthen your case.

• Try to negotiate: If you’re stuck with an unreasonable bill, ask for a payment plan or a temporary reduction while the issue is being investigated. Some companies offer budget billing, or levelized billing, that can help you avoid seasonal spikes by paying an even payment throughout the year.

• Know your legal options: If your utility service is wrongly disconnected or you’re being charged for something you didn’t use, you may have legal grounds to fight it. Consider seeking advice from a tenants’ rights organization or a lawyer to understand your options.

• Avoid late fees and credit damage: If you’re disputing a bill, continue making partial payments if possible to avoid penalties. Otherwise, an unpaid bill could end up in collections.

High utility bills can put a huge dent in your budget. By staying persistent — and keeping detailed records — you can fight back and protect your finances.