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FAQs
General FAQs
Need Assistance Paying Your Sewer Bill? The WATERFund Can Help.
In 2016, AlexRenew created the Water Assistance That Empowers Residents Fund, or WATERFund, to help AlexRenew customers experiencing difficulty paying their AlexRenew bill. Funded thanks to donations from generous community partners, AlexRenew’s WATERFund offers bill relief to those who may be struggling to pay their sewer bill.
In addition to the financial assistance provided through the WATERFund, AlexRenew offers payment flexibility to those who need it. If you have a previous balance you are having trouble paying, AlexRenew can set up a payment plan to any customer for any reason, up to 48 months with zero down.
Customers seeking bill relief through the WATERFund, or who are interested in setting up a payment plan with AlexRenew should contact our Customer Service at 703-721-3500 and select Option 1 (Monday through Friday, 7:30 a.m. to 5:00 p.m.) or send an email to billing@alexrenew.com.
What is the “winter average?”
When it comes to your wastewater service, you should only be charged for your indoor water use and not for warm-weather activities like washing your car or watering your lawn. If you live in a single-family residence, the maximum water use on your AlexRenew bill from March through November is capped. The cap is set at either the average monthly residential use during the previous winter period (December through February) or 4,000 gallons*, whichever is greater.
For instance, if your winter average is 5,000 gallons, when your household uses less than the 5,000 gallon cap, you are billed for your actual use. When you use more than 5,000 gallons, your wastewater treatment charge is capped at 5,000 gallons.
Multi-family dwellings, such as condominiums and apartments, typically have separate metered irrigation services and are not covered by the winter average.
*The 4,000 gallon average was set by AlexRenew based on the calculated average amount of water used by our customers during the winter period. The winter average concept was developed to reflect the average amount of water used indoors by a household and is a validated national process used by many wastewater utilities.
For more information, please watch this video: https://youtu.be/4kGtiDsKyRg.
Why does my AlexRenew bill cost more than my other water bill?
Transforming your dirty water into safe and clean water is a more complex – and as a result, costlier – process than bringing drinking water into your home. By thoroughly transforming your dirty water, we can ensure our local waterways — the source of much drinking water — are as healthy and safe as possible. For more information, please visit: https://alexrenew.com/about-alexrenew/what-we-do.
Why do customers have to pay a separate water/wastewater bill?
Most Alexandria citizens receive two separate bills: one from Virginia American Water, which provides clean water to your home, and one from AlexRenew, which cleans your dirty water once it goes down your pipes. For more information, please visit: https://alexrenew.com/about-alexrenew/what-we-do.
What is the Residential Activation Fee?
The Residential Activation Fee is a non-refundable fee of $15.00 that covers the cost to initiate service with Alexandria Renew Enterprises. This fee is charged to all new residential accounts.
Where can I get more information or ask a question about my wastewater (sewer) bill?
For questions about your AlexRenew wastewater bill, contact us via email at billing@alexrenew.com or by phone at (703) 721-3500, Monday through Friday from 7:30 a.m. to 5:00 p.m. (except holidays).
Where can I get more information or ask a question about my water bill?
For questions about your water bill, contact Virginia American Water at (800) 452-6863 or (703) 549-7080, Monday through Friday from 7:00 a.m. to 7:00 p.m. or visit them online at https://amwater.com/vaaw/.
How do I stop and start my service?
Virginia American Water provides us with all of our account information and meter readings. For this reason, all of our account holders must also have an account with them. To start or stop service, or to make changes to your name or mailing address on accounts with active service, you must contact Virginia American Water at (800) 452-6863 or (703) 549-7080, Monday through Friday from 7:00 a.m. to 7:00 p.m. Once Virginia American Water issues your initial/final water bill, your initial/final wastewater bill with AlexRenew will follow automatically.
Can I receive my bill electronically?
Yes! AlexRenew places a priority on our environment. We also strive to save our customers time and keep rates as low as possible. Your bill delivery will default to a paperless eBill when you enroll through AlexRenew Customer Care Portal. Enroll Now!
Who needs to enroll?
Everyone is invited and encouraged to enroll! AlexRenew Customer Care Portal will be accessible to all Alexandria Renew Enterprises customers.
Making a Payment
Are there any convenience fees to pay my bill?
When you are enrolled and logged in on the AlexRenew Customer Care Portal, you can use a checking or savings account to setup automatic or one-time payments with no processing/convenience fees.
When paying through our One-time Guest Web Payment option or by phone through our Interactive Voice Response (IVR) system at (703) 721-3500, processing/convenience fees are included, currently:
- $1.95 for Residential accounts, maximum credit/debit card transaction amount of $250.00
- $15.95 for Non-Residential accounts, maximum card/debit card transaction amount of $2,000.00
How do I store a payment method for future use?
Once you are enrolled and logged in on the AlexRenew Customer Care Portal, your payment methods can be stored in your virtual wallet. Just click on “Wallet” and “Add Card” to enter a new Routing # and Account # (checking or savings) to use for future ACH payments. Remember to include a Nickname for the payment method, which is especially helpful when you have multiple “cards” in your virtual wallet.
Also note that this function is only for storing routing #’s and account #’s for ACH payments without processing/convenience fees. Credit/debit card information cannot be stored as a “card” in your virtual wallet, although you are welcome to pay with a credit/debit card through our One-time Guest Web Payment option or by phone through our Interactive Voice Response (IVR) system at (703) 721-3500, available 24 hours a day, 7 days a week. Both of these options include a small processing/convenience fee.
Why can’t I pay via credit/debit card when logged into the AlexRenew Customer Portal?
You can continue to use your credit/debit card to make payments. However, you will have to use the One-time Guest Web Payment option to make the payment and not log in to your portal account. If you log in to your portal account, the only option will be to pay (with no fee) via a checking or savings account.
How do I view my bill online?
When you have successfully logged in, select your account and click the ‘Bills/Letters‘ at the top of the screen.
How do I find out how much I owe?
When you have successfully logged in, the ‘My Overview‘ screen will be displayed. Your balance will be shown immediately to the right of the service address. This view can also be accessed at any time by clicking on the ‘My Overview‘ tab at the top of the screen.