castlewater.co.uk

3.6 / 5

castlewater.co.uk

3.6 Average
The main metric, showing how trustworthy is the business. Calculated using proprietary rating algorithm based on the AI, analyzing 25 different parameters.

3.6 / 5

Trust Score

2.9

Reviews

3

Social

5

Featured

4.5

Technical

Is castlewater.co.uk legit?

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  • This website has existed for more than 3 years
  • Facebook account found with large audience
  • Linkedin account found with large audience
  • We found several negative reviews about this site
  • Instagram account not found
  • Business not mentioned on Wikipedia
  • Pinterest account not found
  • Twitter account not found
  • Youtube account not found
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Reviews Analysis

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Castlewater.co.uk Review

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Last update: Sat, Nov 6, 2021 11:05 AM

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Castlewater.co.uk Reviews & Complaints (28)

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delivery 3.9 /5

price 4.1 /5

quality 3.9 /5

customer service 3.9 /5

on-time 3.9 /5

Had my account taken over by them in July 2018. received one bill for advanced charges which was paid promptly. An invoice with an incorrect reading was never sent in March 19 and that reading was used as the basis for an estimated reading for the March 20 bill. This resulted in an voice for approximately 3 times what it should be. castle water are intransigent on the 'phone, take 10 days (if you are lucky) to respond to emails but are quick to tell you what they can't do and seem unable to tell you what they can. I have now reported them to Ofwat. Avoid this company at all costs, quite possibly the most incompetent and unhelpful business I have ever had the misfortune to deal with.
1

1 year ago

review by Robert

They billed us for water when we hadn’t opened an account with them ( business). They were quite aggressive asking for payment. I tried to change suppliers and they blocked the change until I had payed them monies I wasn’t even sure we owed. A year plus later they billed us more with no explanation. I wrote to them / phoned them to say I didn’t owe them money. No response to the letter and the rep on the phone couldn’t help me because there was no account number on the letter. They then started threatening legal action (miraculously an account number started appearing on the letters) I paid them money I don’t owe to get rid of them once and for all. Awful, awful company
1

1 year ago

review by Susan Prigg

They are the Pitts! all the comments are exactly the same as I experienced, I managed to rid myself of them in 2017 and went with everflow water no problem and a quarter of the price and have no problem with them. I have just had a bill from Castle water July 2020 for £3.97 + interest of 4pence, when I moved from them I had over paid £19.86 for the same period in 2017 wrote to them and no reply just another bill. I have a collection of email's automated responses and no email reply's over the unfortunate time I was with them. Avoid them!!
1

1 year ago

review by Colin

Quite possibly the worst experience I have had dealing with any company in 38 years in business. They are incompetent, intransigent, unhelpful and simply do not listen. When they are proven wrong no apology or compensation is forthcoming. A truly dreadful company. Avoid at all cost.
1

1 year ago

review by Robert

We had a monthly direct debit which they stopped collecting. We had plenty of money in our bank account and the direct debit is still active - but the money just wasn't taken. Then we got a threatening letter, saying that they were involving a debt collection agency, in the same envelope as they said they would take payment for the rest of the year by direct debit. No response to my subsequent correspondence to them. Worst customer service I have ever encountered in business. In process of changing supplier.
1

1 year ago

review by G. R.

Very poor response from customer support, billed me for a meter which doesnt exist and when questioned was told the meter has in fact been removed - but by whom! They just pass the buck back and forth between Thames water and themselves.
1

1 year ago

review by Michael Kahn

My comments are the same as that of Colin. After 2 years of absolutely no contact I had a bill for £3.79. This I paid straight away. However they added 9 pence interest! I have now a month later had another bill and letter threatening with using debt collectors for the 9 pence and another penny interest making it 10 pence in total. They are a disgrace. I gave up 2 years ago of speaking on the telephone and reverted to emails. Now they dont even bother to answer emails and just send automated bills. As Colin said - they are the PITS!
4

1 year ago

review by Linda

Absolutly awful customer service. Send me an estimated bill for £3200 and when I say its waaayyy too high they need to come get the meter read, they say they cant send engineers out due to Covid (even tho meter is outside in the footpath) and I have to pay it ontime or incurr penalty charges!! No help, no give just a scripted unreasonable response!
1

1 year ago

review by F. G.

WORST COMPANY EVER: Dealt with hundreds if not thousands of suppliers in 20+ years of business and I can safely say CASTLE WATER LTD are by far the worst company ever.

I have spent nearly 12 months trying to get them to deal with an issue. They are incompetent, dont return calls, dont reply to emails, dont deal with leak claims.

Look at any review site or even their own twitter account you you will see the same complaints over and over that are all similar to our experiences.
Or check out their Goggle Reviews
1

1 year ago

review by ross

#delivery(1/5) #quality(1/5) #customer service(1/5) #on-time(1/5)

Kaffkaesque company, it seems. Have just spent 40+ minutes unanswered on the phone to their customer service on a Tuesday afternoon. I wanted to clarify 2 conflicting bills, one of which I understood I'd paid by direct debit already. Confirmed my impression of a company that is hopelessly understaffed - and so many people out of work. P.D.Walsh
1

1 year ago

review by P.D Walsh

After about a dozen emails, many chats on the phone after waiting 30 minutes plus each time I had been promised they would sort out my invoice. But no, they still have not. I received a letter chasing payment within 14 days. I decided to pay this and continue trying to get my invoice sorted. I paid within the 14 days of their letter. But also with the 14 days they imposed interest and a £40.00 late payment fine. Their on line chat is a total waste of time, you fill in all the questions and then it says busy or times out. They definitely are the worst company that after 40 years in business I have ever had the misfortune to deal with.
1

1 year ago

review by ROGER

The most useless, incompetent, and unprofessional company that we have ever had to, unfortunately, have to deal with. We have a wrongly invoiced and billed for over 11k in JANUARY. The actually used amount was more 200-300 GBP. We have spoken to almost every single customer service advisor (Mark K, Sam K, Lynne C, Kat C, Sam S, Mohammed, Hassen K......) and to date even though they have admitted they have made an error and falsely charging us for 3000 units of water WE DID NOT USE, we have received yet another threatening letter of further action and penalties THIS MORNING! This is mentally tormenting creating unnecessary distress and harassment. One star is one star too many !!
1

1 year ago

review by CCH

Have been with castle water ltd for a few years now.
I emailed them asking for a new contract and what discount could be offered and savings over the next couple years.
Ann mackenzie of the ayr office got in touch and a quote was sent to me by email with the new prices.Saving me 22% over the year.
Customer service was excellent from ann mackenzie.I recommend castle water ltd.
4

1 year ago

review by Lynne Mehrabadi

#delivery(4/5) #price(4/5) #quality(4/5) #customer service(4/5) #on-time(4/5)

Quite a long wait to get connected to customer services (about 15 mins) once connected my account query was handled in a very professional and friendly manner, with a follow up email.
4

1 year ago

review by Barry Foale

#delivery(4/5) #price(4/5) #quality(4/5) #customer service(4/5) #on-time(4/5)

Hayley was very helpful and polite when speaking to her.
4

1 year ago

review by Andy

#delivery(4/5) #price(4/5) #quality(4/5) #customer service(4/5) #on-time(4/5)

In this day and age where so much is automated, I was so pleased to speak to Daniel Grattan who looked into what was slightly more complicated than originally thought. He had everything sorted within minutes and sent the materials he promised immediately. The service was impeccable.

Thank you to Daniel!!
5

1 year ago

review by AWE

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

We received our first bill from Castle Water after using Affinity quite happily, but where switched to Castle Water with no consultation, and we received our first bill covering 1 April 20 - 30 Sep 20, but are told we have to pay this bill by 25 Jun??!! Even though we are on a metered service Castle Water bill you for future predicted use!!??? The customer service agent stated "Castle Water bill 2 months in arrears and 4 months in advance to allow some breathing room"...so i would avoid Castle Water if you can. OFWAT are investigating this practice search for advance-billing-examination on the ofwat website. I should add we are a business customer.
3

1 year ago

review by Anton

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Our supplier was changed to castle water and despite us having paid our bill one month ago (and always been prompt with payment) they have demanded payment up-front for the next 6 months, and given us ONE WEEK to make the payment! Customer service was very rude and took 20 minutes to answer.
3

1 year ago

review by Mary

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

I spoke to Thomas Miller yesterday regarding our water bill - he resolved everything for me and was a delight to chat to in these very testing times.
I would like to thank him for making my afernoon.
Jenny Collingwood
5

1 year ago

review by Jenny Collingwood

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

I had a great experience with Tamara today and she help with the problems I was having with your company. I appreciate her help.
3

1 year ago

review by UNITED Bb

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Castlewater.co.uk Review

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