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Castle Water Reviews

1.1 Rating 185 Reviews

1 %

of reviewers recommend Castle Water

Company Reviews

1.1

Based on 185 reviews


Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Live Chat, Email, Telephone
Queries Resolved In	Over A Week
Customer Service	1 out of 5

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Castle Water 1 star review on 16th March 2024

Castle Water 1 star review on 28th November 2023

Castle Water 1 star review on 23rd June 2021

Castle Water 4 star review on 11th August 2020

Castle Water 4 star review on 11th August 2020

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Disgusting organisation that do not properly inform hard working buisness owners of any money due, add sundry and debt collection charges without warning and are impossible to discuss or query those charges with afterwards. DO NOT USE THESE CROOKS.”

Posted 5 months ago

“Just a warning to people who have had 'discounted rates' on their water, and trying to change suppliers mid term - they will add on all their discounts given from the start of the main contract to get you to stay on - they don't tell you when the auto-renewal of the contract is. Changed suppliers to keep all our properties in one place (better customer service), and they just came back to say "Is it because of pricing - because we could match our competitor" which shows they they are overcharging.”

Posted 5 months ago

“If I could put zero stars I would. COMPLETE CROOKS. Going round in circles, nothing ever solved. Being charged over £4000 in water bills for the last 2 years of using a small artist studio (another tenant on my floor only pays £200 a year for the same size space and water usage). They are threatening debt collection, but won't answer calls or emails to have the extortionate bills re-assessed. Extremely stressful as they are impossible to get through to and send increasingly threatening letters.... Avoid them at all costs”

Posted 5 months ago

“horrible company. As most of the revies are saying they scam small businesses with obscene sundry charges and dept collection amounts with no notification in prior”

Posted 5 months ago

“Terrible company they keep sending me bills every week with different amounts. worst company ever I work with avoid at all costs.”

Posted 6 months ago

“Absolute disgrace of a company! Our business has been relentlessly pursued for a debt which has nothing to do with us. We have had nearly five years of random phone calls and letters demanding extortionate amounts of money for a supply which is not our responsibility. The situation has been explained in great detail to many telephone representatives and personal visits from alleged Castle Water employees all to no avail. We were told we had a contract (of which I have not been sent a copy despite several requests) with Thames Water which I personally have checked and they have no record of any such agreement. Hardly surprising as my business has no water supply and no toilet facilities so where on earth Castle Water get over £6000 worth of fees for supply and sewerage at this address I do not know, and I'm still waiting for an explanation. This company are basically attempting to extort money from us, they do not listen to anything we have communicated to them and they have no idea what "due diligence" even means! They employ third party call operatives who work on a commission basis to harass people into paying for services they have not received. Last time I checked that was illegal. I shall be speaking to Trading Standards and Ofwat to try and get this company investigated as I am at a loss as to how a blatant sham of a business is allowed to operate in this country. Please note; This review is aimed purely at the owners of this so-called business NOT the people they get to call you who are generally very polite. However, I will not repeat myself every single time I receive a phone call as despite claiming they have recorded messages and transcripts of conversations with us, nobody has a clue what is going on. So, I am sorry but I will be telling you to go away in no uncertain terms every time you call, please do not take it personally, but do yourselves a favour and get a better job or sign on! trust me your mental health is worth much more than the pittance I'll bet Castle Water call a salary. In a nutshell AVOID THIS COMPANY AT ALL COSTS !”

Posted 6 months ago

“Stay away from this company. They try to rip you with all big charges. My normal bill is around £53 a month and they have sent a bill for more than £1000 saying the consumption is more which is a lie. They get the profits from adding huge late payment fees and debt collection charges. It's a nightmare dealing with castle water. All the good reviews are probably written by themselves. If you are business STAY AWAY.”

Posted 6 months ago

“untrustworthy and lie. Blame Thames Water and affinity water for over billing when I have written proof from Affinity/Thanmes water it is Castle water overcharging a kids charity club.”

Posted 6 months ago

“Been battling with castle water for nearly a year very stressful experience , trying to charge us an absolute fortune for water we hardly use , they lie , their communication is absolutely atrocious , they took nearly £800.00 out of our account leaving us with nothing to pay bills with and accumulating fees for late payment. its like banging your head against the wall , just going around in circles all the time , awful awful company.”

Posted 6 months ago

“It takes a lot for me to waste time writing a review but castle water have done enough to deserve this. I inherited them when I moved into a property. It has taken me 4 months to move companies after they blocked 4 attempts to switch. When I called to find out why they couldn’t explain. On one call I was told it was because I made a complaint!! They sent me £116 bill for 10 days use based on previous tenant (even though the premises was barely even occupied) even when I submitted readings they refused to alter their bills and forced me to pay them.They also had the wrong address from the start. I explained this and they tried to charge me £210 to change it. I wouldn’t be surprised to hear the mafia were operating this company. Now reported to OFWAT. Dont contract with them unless you’re prepared to give up hours of you working days to argue. Although apparently if you do, you might stand a chance of compensation because they will most certainly make your life a living hell.”

Posted 6 months ago

“The staff are useless including the manager. They aren’t helping me. They are overcharging and I won’t recommend this company to anyone.”

Posted 7 months ago

“Stress and problems. Charging for water we haven't even used. Can get absolutely nowhere with phoning them they're going to overcharge us and seems to be nothing we can do about it. Everything feels like it's loaded in their favor and I would say the best advice I could give would be never go anywhere near castle water. EVER.”

Posted 7 months ago

“Rated 1 out of 5 stars Very bad and stressful experience Very bad and stressful experience. Water usage for last 2 years was £125 and the bill is over £1000 with over £900 in late payment charges without any warning or letters. It feels criminal. We have now escalated our complaint following the last letter demanding payment or disconnection (which is another £350) I have tried to speak with them again this morning but was told I couldn’t speak to them because they had not received the letter of consent. I was spoken to rudely and told it had been emailed to me - but then was told it went to a Google mail address and mine is Gmail. That has now been received and I will return to them - I’d addition I have also been told this morning after phoning them that I am in fact authorised to speak on his behalf and have been for months now. This all adds to the stress and confusion. Also, the last letter I received was addressed to a Mr. Shepherd - who unknown to the business. They cannot even get basic things like names, addresses or monthly payment correct and next to impossible to make heads or tails of the different departments who seem to not communicate with each other. It seems the lack of communication within the company is shocking. I have now been told from the customer service team (who confirmed I had full authorisation to speak on the owners behalf - that the account is again on hold pending our escalated complaint. I would like them to confirm this please instead of continuing to add late payment and disconnection charges. Having gone through the statement I can see that total water charges since our supply was switched to you is £125.87 with late charges and fees totalling £902.85 - that just feels criminal considering there was no letters or messages asking or informing of late payment. While we accept there has been problems - I must say that is mainly done to lack of written communication, wrong addresses and names - incredibly confusing invoices ( some days you take three payments? - sometimes they try and take the entire balance - and I don’t think the direct debit was ever set up correctly? ). So - we have asked the account reviewed hence the escalated complaint - we have also contacted a third party to assist us with this. We would like to have the late charges of £902.85 removed along with an apology from Castle Water for the months of stress this has caused. The balance of actual water consumption of £125.87 we will pay in full once we have agreed a realistic way. We have been told the account is active and on hold this morning by the customer service team. She has made a note on the account and I am expecting an email detailing this later today. Avoid at all costs - and please see real reviews here with a 1 star rating - makes for some interesting reading - I am definitely not alone in this review!”

Posted 7 months ago

“The worst company you could deal with. Avoid at all costs.”

Posted 7 months ago

“I have been waiting for a refund from Castle Water for months. My numerous emails to the company are responded to by different employees, who say that they have given high priority to my request and they would be grateful if I would give them personally a good review and mention their name so that they can achieve their monthly target. Absolutely appalling customer service from Castle Water.”

Posted 7 months ago

“I had a man come to read my water meter on behalf of Castle Water this morning. I had never head of Castle Water until then. I am not a customer of Castle Water never have been. I went on to their online customer support "chat" and explained the situation to their "agent". He said there was an account with my address. As we were discussing the problem the "chat" came up with a message saying it had "expired". I went back to it and ended up with another agent. I explained the situation and then the "chat" "expired" again. This happened twice more. So four customer agents and no resolution to my issue. The agents were not very help and contradicted each other, Two of the said that there was an account for my address and one said that there was not. I do not know what is going on with Castle Water but it seems very very dodgy. I will never become a customer of this company.”

Posted 8 months ago

“Just paid the water bill in July 23 to get a new invoice for July to August 23 both estimated consumption of 1 unit a bill of £24.91 what is going on with this company bring back Thames Water what a shambles!”

Posted 8 months ago

“We have been with a new provider since 2020 and still trying to sort out a bill, which is only late fees. They have been charging us late fees on an outstanding bill that was paid. (They claim it was an error on their part) But still refuse to let the late fees go. I have an email from them in August 2022 that states all our accounts were at zero balance. But still they refuse to take the late fees off. As a business that paid in full and on time every month, once we requested a new supplier they just got nastier and nastier. We are getting no where with them. Its like one office doesn't know what the other office is saying. We made a formal complaint to the CEO and still got no reply. I have email after email to them with no response from them. They have no knowledge of what the other office is saying. One day one says all corrected and zero balance while the next office is hitting send on and invoice email. Took me 3 years to finally get OUR closing meter readings that they used. I have gone to CCW (who have been helpful) and they went to Castle Water who had the nerve to say I had not made a "formal complaint" thru their formal complaints system. So I have had to go back yet again and make what they call a formal complaint. Which has now been done. They have threatened to take us to court and refuse still to remove the late fees or place the account on hold until this matter is resolved. So not only do I supposedly have late fees, my late fees are now accumulating late fees. Go figure that one. I have once again been advised that I demand that my "Formal Complaint" be raised to a level 2 where CCW will finally be able to step in and try and resolve for us. Every time I receive an email from Castle Water I feel anxious and feel a panic attack coming on. They have wrecked havoc on my mental health. Never use this company, they do not deserve to be in business.”

Posted 8 months ago

“Got to be the most predatory business I have ever had the misfortune to deal with. Late payment charges are outrageous. Disgraceful wording in reminders. And all this for what is only a drainage charge. We pay full water costs to the landlord of the building. Now going to do some research and see what I can expose about this crowd. !!! It is clear that they dont give a sh#t about bad reviews. Need to see what can be done to cause them some grief.”

Posted 8 months ago

“This has got to be the worst company ever!! The first we know we had a silent water leak was when Castle Water invaded our bank account and withdrew over £5,000. As a small company you can understand this caused us severe cash flow issues and the stress it caused contributed to our bookkeeper having a heart attack. This was quickly followed up by a further demand for £25,000. Of course we challenged this but this was only met with veiled threats and intimidation from their so called debt collection department. To us it was more of an extortion racket with threats of extreme interest loading unless we paid up fast. Our water meter is 15 metres from the from the property in an underground pit and can not be accessed and read safely without a skilled access team. All of this happened during the pandemic when access to our offices was severely restricted To cut a long story short all this for one toilet and a small sink. Of course OFWAT and CCW are powerless against this corporate morals devoid monster.”

Posted 8 months ago

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Castle Water is rated 1.1 based on 185 reviews