We are answering your questions about the KPRC 2 Investigation on Houston Public Works installing the wrong water meter equipment at hundreds of addresses. This could be the reason many of you are dealing with high, unexplained water bills.
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KPRC 2 Investigator Amy Davis is answering your questions, including whether customers can request cash refunds instead of bill credits, whether bad meters were installed at apartment buildings, and whether the city could reimburse customers who paid for plumbing inspections.
Related: Full investigation: Houston water customers billed for water they never used after wrong meters installed.
Q: “Why a credit? Send me the money.” Can I request a refund instead of a credit on my Houston water bill?
A: In some cases, yes.
According to the City of Houston Code of Ordinances, if the water department makes a billing error, it must correct the bill once the incorrect billing is discovered. If the incorrect billing is an overcharge that is more than six times the customer’s average bill, the department must refund the overcharge at the customer’s request.
The ordinance also says that even if the overcharge is not more than six times the customer’s average bill, the department shall refund the overcharge if the customer can show “extreme economic hardship” to the utility official.
If the overcharge is not refunded, the ordinance says the department shall apply the amount as a credit to the customer’s account.
Q: Were any of the wrong water meters installed at apartment buildings, or was it only at homes?
A: KPRC 2 Investigates saw at least one small apartment complex on the list of addresses that received the wrong meters.
However, the team has not checked every address on the list.
If you want to confirm whether your property is included, look for your address here.
Q: “Imagine the ones who paid for plumbing inspections just to not find anything. The city should reimburse them for that too.”
Will Houston reimburse customers who hired plumbers because of these high bills?
A: It’s true that Houston water customer service representatives often tell customers with unusually high bills to check for leaks, including hiring a plumber to look for hidden leaks.
We asked Director Randy Macchi if the city will reimburse this group of 637 customers if they hired a plumber to look for a leak that we now know didn’t exist. Macchi said he will talk with the city’s legal department about the claims process for options and guidance on that one. We will follow up and let you know what they say.
Will more addresses be added to the list?
Another viewer wrote, “How can they be sure this list contains all of the wrongly installed meters? It probably doesn’t.”
Macchi said the water department is not aware of others, but this issue has been added to their list of things to check for when they investigate meter issues.
What we know so far about Houston’s wrong-meter problem
- Houston Public Works has said it accidentally installed the wrong meter equipment at hundreds of addresses during a 2024 meter replacement push.
- City emails obtained by KPRC through a public records request indicate the city discovered the problem in January 2026 and crews replaced meters in March 2026.
- The city has said it is calculating overpayments by comparing typical usage before installation with what the faulty equipment recorded, then applying credits for the difference.
Important note for customers
In the investigation, Macchi warned that if a customer closes a water account, it can become difficult for the city to apply a credit. If you believe you may be affected, consider resolving any overpayment issues before closing an account.
How to check if your address is on the wrong-meter list
KPRC 2 Investigates published an interactive list/map of addresses tied to the meter mix-up.
How to check if the wrong water meter was installed at your home
The KPRC 2 Investigates team made an interactive map featuring all 637 addresses with the wrong equipment.
If your address is listed and you have not received notice from the city, contact Houston’s water department.
‘DRAINED’ Houston water department Investigation
Led by KPRC 2 Investigator Amy Davis, our investigation spent years shedding light on overbilling, faulty water meters, and mismanagement of city contracts. These discoveries led to the arrest and charges for seven people and an overhaul of how the entire water billing system works.
If you have questions, you can email Amy Davis at ADavis@kprc.com or Producer Andrea Slaydon at ASlaydon@kprc.com.
SEE MORE: Everything you need to know about the ‘DRAINED’ KPRC Investigation