for someone to check his meter, Zavala decided to test it himself using a five-gallon bucket.

He made sure there was no water running inside his house. He recorded the number on his meter in the water meter box. Then he filled the five-gallon bucket. When he checked the meter afterward, it had registered 22 gallons - more than four times the amount of water he used.

Zavala shared his findings with KPRC 2 and water customer service. He wanted the city to have the information before they sent someone to his home. No one from the city responded to Zavala's email.

Houston water meter problems: Customers say high bills and lack of answers continue. One homeowner filled up a 5-gallon bucket and 22 gallons of water use was recorded. ENOUGH's Amy Davis investigates. (Copyright 2026 by KPRC Click2Houston - All rights reserved.)

About a week and a half later, a Houston Public Works employee stopped by his home. Zavala said the employee focused on finding a leak, not checking the meter's accuracy. During a phone call, Zavala said the employee told him he was not part of the department responsible for meter accuracy.

After Amy Davis contacted Macchi and showed him video of the test, a city crew returned to Zavala's home that same day and replaced the meter register. The register was not the correct one for his meter.

Houston water meter problems: Customers say high bills and lack of answers continue. One homeowner filled up a 5-gallon bucket and 22 gallons of water use was recorded. ENOUGH's Amy Davis investigates. (Copyright 2026 by KPRC Click2Houston - All rights reserved.)

Zavala did have a small leak in his meter box, which he fixed while the crew was there. However, that leak would not have accounted for 27,000 gallons of water, according to the investigation.

The city credited Zavala's account $872. But the letter explaining the adjustment did not tell him that the wrong equipment had caused his high bills. Zavala said he received no clear explanation of what the city had done or why.

City calls case isolated

Davis asked Macchi how many other meter registers had been installed by the same contractor on the day Zavala's register was installed.

Macchi said the contractor installed six others on the route that day and the city had checked them, confirming the installations were correct. He called Zavala's case isolated.

Macchi declined to speak on camera for the follow-up investigation.

Davis said the case raises questions about whether all incorrectly installed equipment has been found and why customers continue to have difficulty getting help when they report potential problems.

KPRC 2 contacts customers about refunds and notifications

KPRC 2 had only the addresses of the 637 customers identified as having incorrect meter registers, so the team mailed letters asking whether the city had notified them and whether they had received a refund or credit.

Of the 44 responses received so far, 25 customers said they had not heard from the city and had not received a refund or credit.

Davis said the team is continuing to follow up with those customers. KPRC 2 also sent their information to Macchi and asked him to review the accounts and explain why the customers had not heard from the water department.

How to test your water meter

If you are concerned that your Houston water bill is unusually high, a five-gallon bucket test may help you document a possible discrepancy.

KPRC 2 encourages customers who try the test to record it and share their findings with the ENOUGH TEAM.

ENOUGH will continue following the results and seeking answers about inaccurate bills, customer communication and whether affected customers received refunds or credits.

Related: How to check your water meter