H2O Innovation - Spring, Texas

Omar M.

I am extremely dissatisfied with the lack of response and poor customer service from H2O Innovations. We have been speaking with Sandra W on this issue. Over 60 days ago, I submitted all requested documentation, including proof of a sprinkler system leak that was not caused by us, to dispute a late payment fee on our water bill. Despite multiple follow-ups via email and phone, I have yet to receive any resolution or meaningful update.

Even worse, my repeated requests to speak with a manager or escalate the issue have been ignored. The lack of communication and transparency is unacceptable and has caused unnecessary stress and inconvenience.

As a new homeowner, dealing with this company has been a frustrating experience. I expected better responsiveness and professionalism. I would not recommend H2O Innovations based on their inability to address issues in a timely or satisfactory manner.

Edit 12/18/24 for their response -

While I understand that the MUD board's response is necessary for any adjustments to be made, I must express that the lack of consistent follow-up and communication has been the main source of frustration. A simple update or follow-up from your team, even just to confirm the status of the matter, would have gone a long way in building trust and confidence that this issue was being actively addressed.

Up until Sandra’s lack of response, I made every effort to remain polite and professional, fully understanding that processes take time. However, when communication ceased entirely, it left me feeling as though my concerns were not being taken seriously. It should not take 60 days to receive a response regarding a billing matter, especially when all required documentation was submitted promptly.

I strongly believe that management should review how these types of cases are handled, as customers deserve more timely and proactive communication. At the very least, keeping us informed throughout the process would ensure that we feel heard and valued.

I urge you to reconsider how such situations are managed moving forward, for the benefit of all customers.

Elias D.

They’re the worst company in the world 😡😡😡 I’m super mad at them, it been 2 months and I never received my trash cans!!! I’m keeping all my trash for almost 2 month inside my house because of them! And I have been calling million times and every time the same bullshit promises! The worst customer service ever, the WORST answers always with no knowledge about their job or anything else! The only problem is that there’s no other company in this neighborhood!! I hate that and they made me hate my house and this beautiful neighborhood even 😤😤😤 and the worst I don’t use that much water and my bill is $425 !!!!! For what ?! No one knows 🤷🏻‍♂️ they’re the worst company ever and if I can give them minus million stars I’ll not regret it 😤😡

Airreal R.

TERRIBLE SERVICE PROVIDER. All they make you do is leave messages and they never give you any real information. Horrible customer service skills and incompetent service techs. If you have an issue with your water do not call them because they are pointless and a waste of time. Be expected to be given the run around on all billing questions. You will never get a direct answer on anything only guesses. I wish I had another water option because H2O Innovation is anything but innovative!

Jason R.

This company is cooked at the core. They will disconnect your water for being 15 days late on a bill, while sending you another bill saying you have 15 more days before you have to pay it. When you call them to get it reconnected, they extort you for $200-$300 depending on how greedy they want to be. After paying the extortion fee you still have to wait a day or two before they come back out to turn your water back on. When you get ahold of one of their people, don't bother asking for a supervisor, someone will just jump on saying they're a supervisor and tell you you're out of luck unless you pay their ransom and there is no one above them that you can talk to. I wasn't singled out either, there were over a dozen people in my neighborhood that had the same experience I did. Our water board will be getting an earful from a lot of dissatisfied people at the next meeting and a demand that they sack this band of crooks.

Gisela D. L.

We were obligated to join H20 through our city back in August-September. My husband and I have been fighting with them for the entire time because they have been billing and penalizing us for an “unpaid” bill in July with INFRAMARK, which is incorrect. We’ve contacted H20 numerous times explaining our situation, every single time, just to receive our monthly bills with balances that have supposedly been taking care of. We have sent proof of payment which apparently is not suffice because inframark has not sent them anything regarding our payment for July. At this point we have taken the matter into our own hands and have contacted inframark for further investigation which is very unprofessional on H20 because the problem is between H20 innovation and inframark. If I could have switched water companies by now I would have. I do not recommend this water company. This has been a nightmare, It seems we are unable to get any help with a problem that is not our fault.

Reply to H20: Understood, but my request were not fulfilled until I called the company about 5x, my review was written before my issue was resolved and I get a response a month later, please do better.

Brook S.

This is the WORST water company I've ever dealt with! They never answer their phones and not willing to help you with any issues. I am being charged for a full month of water for a single day in a vacant home. FUN FACT - be sure to turn off your auto pay when canceling your account! Don't listen to them; it will not cancel on its own.

UPDATE: Extra month was never used in my original review. Please check your records - I will be charged the base amount of $63.49 for a SINGLE DAY USE that will show no water was used. I will be waiting for my full deposit back.

You can improve your service but prorating as needed, re-educating your customer service team associates such as Rosa who gave me bad information. Auto pay does not turn off when an account is closed. And while you are educating them; tell them to turn off the answering service on time at 8AM.

Enoc M.

Very awful at handling situations.
I am disappointed with their principles and their methods of having the board approve disputes.
When applying for service, I was not notified about the billing period that is the same for everyone. (I did not know this and it is not up on their website as of this day 10/23/24)
They started my service with 4 days left in a billing period and I was charged the full sewer charge for only 4 days of service.

I am disappointed with them. If you have had a similar unfair experiences please give them a 1 star review with your experience detailed. My neighbors have shared complaints with me as well about them. I want to gather unfair experiences and see what can be done about this. It’s not about the money it’s about the principles of providing proper services to your customers that have no other choice but to get water from H2O innovation for their homes.

Kellie T.

Be ready to wait for a very long time after you move to get your deposit refunded. I moved out Sept. 1, 2024. The final bill was generated October 4, 2024. They are still saying they don't know what the status is. This is beyond ridiculous.