Common Customer Concerns

Below are some frequently asked questions and concerns we receive from our customers. The Customer Hub was created to answer these questions, share information, and potentially help fix issues you may be experiencing.

Why does my usage change?

At the Columbia Water Company, we bill based off of usage. This means, the more water you use, the higher your bill. If you see there has been a significant increase in usage, we recommend you do some testing before calling into our customer service.

Consider, how could more water have been used? Do you have a sprinkler, or have you been watering your plants or grass lately? These are all contributing factors towards a higher bill.

If there are no special circumstances, you might want to check for leaks. Click here for our high usage paperwork. This will give you specific information on checking your toilets, isolating areas in the home, and when to call a professional.

Balance Forward

Have you received a bill that seems higher than average? Does your bill show a balance forward listed under the Description section? If so, check the date the bill was mailed. This should be compared to the dates you have made payments. Most likely, your payment may have overlapped with the newest billing cycle. You can subtract your previously paid amount from the total and pay that amount. If you would like to confirm payment was received, please contact our office, or view your balance online.

Hearing noises in your lines?

Pressure within the household lines can often cause noises. This is typically when there is high pressure, or air present.

If you experience noises in your water lines, the first step is to flush your water pipes. This takes about 15-20 minutes.

Start at the lowest level in the home, open all of the faucets and flush the toilets on that floor. Work upward, opening the faucets and flushing the toilets on each level of the home. Once you no longer hear air escaping from your faucets, begin to close your faucets.

If after the water has been running, you continue to hear noise, you will want to contact a plumber.

How can I tell if my toilet is running?

Toilets are the most common cause of high usage. A continuously running toilet can waste around 200 gallons of water per day. Sometimes the toilet makes noise when it’s running, other times it can be harder to decipher. One way to check is by putting dye in the tank of the toilet. We have dye tablets in the office, or you can put few drops of food coloring in the tank. Once the dye is in the tank, let it sit for around 10-15 minutes. Check to see if any of the colored water from the tank has pulled into the toilet bowl.

If you see that the colored water has seeped into the bowl, this is a clear indication that your toilet is leaking. Repairs are often straightforward and can be completed with the support from a home repair shop.

Experiencing Low Water Pressure?

Depending on your location, your water pressure will differ. The Columbia Water Company system is a gravity fed system. However, we have tanks and pumphouses to give the water an extra push. Regulations state that water companies need to provide a minimum of 25 PSI. In high pressure zones, pressure regulators are required when the static pressure is 80lbs.

Customers are responsible for any plumbing from the curb stop through their home. Because of this, if you are in a low-pressure area, you could purchase pressure boosters.

If you have just started experiencing low water pressure, there are some things you can do.

  • Repair any leaks in your system.
  • Make sure your valves are fully open.
  • Replace clogged or corroded pipes.
  • Install a booster to improve pressure.
  • Clean faucets, sprinklers, and hoses that could be clogged.
  • Replace your pressure regulator, dual check valve, or expansion tank. This is something you may want to contact a plumber for.

Taste & Odor

Typically, off-putting smells can be isolated to drains. Under every shower, toilet, or sink, there is a trap. These traps are called “S” traps or “P” traps. Water lays inside of these traps to prevent the sewer gases from escaping into the home. When the water inside evaporates, these traps tend to be the cultrate of rotten or sewage-like smells. Often in kitchen sinks, food scraps get trapped inside of the drain and start to ferment. Cleaning out the traps is a simple way to resolve these smells.

If you notice the smell when only using hot water, you may have an issue with your water heater. There is a possibility the issue could be resolved by replacing some parts. There is also the option of flushing the water heater. Hiring a plumber would be the next step.