ST. PETERSBURG, Fla. (WFLA) — A former St. Petersburg water department employee is raising concerns about how the city handles high water bills, after one customer’s account ballooned to nearly $50,000.
Ashley Wright’s bill reached $48,453.66 on her vacant single-family home.
City records show her water meter was replaced twice in November, with one work order noting the meter “snapped” because it was installed too tightly.
Another entry detailed a “check service leak” after technicians found her meter box full of water.
The former employee, who worked in the department for two decades and asked not to reveal her identity, told 8 On Your Side that safeguards should have prevented a balance this high.
“Especially for a residential customer, normally a bill would not go over $200 a month.”
She said cracked meters should trigger a full review and that accounts should be placed on hold, or “off cycle,” until the issue is resolved.
“Usually, there is a process called the off cycles, and you put the bill into a holding pattern until you can find out what the problem is, whether it’s a city issue or there’s a private issue.”
Earlier this month, the city issued Wright a $1,502 credit after 8 On Your Side reported on her case. That adjustment was based on a “house-side leak” calculation of more than 125,000 gallons. But Wright’s work order shows her average monthly use was just 1,300 gallons.
The former employee said the calculation itself was flawed.
“That number that they used was even a part of her consumption until after the issues started. You don’t include the consumption where the issue occurred.”
She also questioned whether staff had the knowledge to calculate bills properly.
“Based upon my knowledge, that is a skewed average. It should be her previous six-month average, which is stated here, the 1,300.”
In a statement, the city also claimed that on Jan. 21, an “unauthorized, unknown individual” turned Wright’s water back on without notifying officials. But records reviewed by 8 On Your Side show her account remained listed as active until July, with no tampering charges ever assessed.
The former employee said the issues go beyond one bill.
“Everyone should have the knowledge to process bills. Also, that when the meters are put in the ground that they are tested, they are calibrated, and that they are running properly and put in a proper way. And also possibly a new system. This system that they use is also kind of old.”
Mayor Ken Welch has previously acknowledged that the billing system is outdated and promised a multimillion-dollar upgrade.
The former employee said that until oversight and proper training are issued to employees, she said residents could still face money she doesn’t believe they owe.
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