Central Alabama Water (former Birmingham Water Works Board) review: Water service failure and massive leak

Discovered water surging up through ground around water meter 12:30pm, 3/21/26. Water meter concrete curb and surrounding area appeared crushed by either heavy vehicle or equipment. (photos available).

Called customer service number (205.244.4000) to report surging water, 12:45pm 3/21/26. After brief hold, automated answer requested I provide description of problem. No communication or direction followed.

Called again, 12:08pm 3/22/26. Agent advised that my problem had been recorded and would be put on work list. No communication or direction followed. Water continued to flow down street from break.

Called again, 11:37am 3/23/26. Put on hold for call back. After noon, received call from agent saying the break was reported and was in line for service. No communication or direction followed. Water continued to flow down street.

3/24/26, Representative of local utility location service came to mark the water and gas utility locations nearby as required for excavation. No communication with water service.

3/25/26, Representative of Internet fiber service location marked ther utility location. No communication with water service.

3/26/26, 8:44am called water works customer service again. Agent assured that we were on work list but she could not know when they planned to come. Water continued to flow down street.

3/26/26 afternoon, called local plumber to come shut off water service at meter, which meant we would have no water service in our home.

3/29/26, requested that my plumber initiate repair of water service early on 3/30/26. My wife and I are in our late 70’s and carrying water to drink or flush had become too difficult.

3/29/26, as our plumber was completing repair and preparing to backfill their excavation, the District Supervisor-Distribution Department of water works arrived with a fleet of three service trucks. He determined that there was nothing more for him to do. He apologized for their delay in coming and said he had only been told to schedule the work that morning.

Ten days after reporting the break it was back in service. Over the weekend, we received a water service invoice for the period preceeding my initial report. It showed a volume of water used that was 4 times the normal usage (20 ccfs vs 5 ccfs), indicating to me that they knew there was a problem here but chose not to enquire about it. The line break occurred at the service line connection to the meter, approximately 6” from the meter box. I am inclined to believe the meter was undar water at the time it was read, but there is no way to prove such.

Above all the obvious issues we experienced, timely communication and performance could have eliminated much of the costs and inconvenience we encountered. I am requestinng that the freak accident that crushed our meter be absorbed by the water utliity and that all of the leakage and repair costs not be billed to us. I will submit a copy of the invoice from my plumber for reimbursement to me.