Wake residents fed up with brown water banding together to oppose possible rate increase

Aqua North Carolina, a private utility that serves 250,000 customers in 51 counties statewide, including the area between Interstate 540 and Falls Lake, wants to raise water and sewer rates for most customers by 8 percent.

Susie Holmes said she's fed up as she watched brown water flow from an outdoor faucet at her home that an Aqua technician was testing on Wednesday.

"I don't think they're doing enough," Holmes said. "They need to clean up that water."

While the water is safe according to drinking water standards, many Aqua homeowners say they aren't taking any chances.

Holmes has invested more than $1,000 for a home filtration system, but the filter looks like it's been dipped in crude oil after only 11 days.

"This is just ridiculous," she said. "This is a three-month filter, and that's what it looks like in 11 days?"

"It's frustrating," agreed Aqua customer Tonia Little, "and you know, Aqua's not cheap."

The utility already charges rates higher than Raleigh and other area municipal water suppliers.

Little spent $5,000 for a home filtration system to protect her family. A realtor, she also has to deal with the water issue on the job when potential home buyers ask questions about it.

"Who's processing the water? What are the problems with the water?" she said. "People hear the name Aqua, and they kind of go, 'Uunnhh.'"

A number of Aqua customers said they plan to voice their concerns at a hearing the North Carolina Utilities Commission will hold at 7 p.m. next Monday on the utility's proposed rate increase. The hearing is set for Room 2115 of the Dobbs Building, 430 N. Salisbury St. in Raleigh.

Aside from water quality, customers have been sending photos and emails to the Utilities Commission about poor customer service and poor communication when Aqua flushes lines.

Aqua officials have blamed the brown water problem on high levels of naturally occurring iron and manganese in well water and say they have spent millions of dollars in the past couple of years to filter those elements out. The rate increase would help the company recoup the costs of those improvements, officials said.

"We are committed to making ongoing system enhancements to improve both the quality of water and reliability of service," Aqua America spokesman Dan Lockwood said in a statement, noting more filters will be installed on wells with high iron and manganese levels in the next three to five years.

"All systems will be monitored on an ongoing basis to help ensure safety and overall quality of the water source. We are also employing an aggressive water quality operations plan to help make sure water consistently flows clear. That will mean an increase in scheduled system flushing in many communities and a robust tank-cleaning program that spans our operation across the state," Lockwood said. "We are committed to continually improving the service we provide and thank our customers for their patience as we carry out this important work."

Once Holmes' system had been flushed for several minutes, the Aqua technician determined her water was clear. But the frustrated homeowner let the tech know that patience isn't worth the price.

"I want that water clear when somebody runs a tub for their kids to sit in," she said. "When I run the shower and, all of a sudden, on the white towels there's brown water coming in, I want it clear. If I'm going to pay more, I definitely want it clear."