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Castle Water Reviews

1.1 Rating 188 Reviews

1 %

of reviewers recommend Castle Water

Company Reviews

1.1

Based on 188 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: Highest Rated Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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 9 months ago

“Worst company I have had the misfortune to deal with. Continued billing us for months and sending threatening letters even though we had changed providers. Disorganised shambles.”

Posted 9 months ago

“I paid the invoice and on time and the adviser from Castle water went on about telling me that they would shut the water supply off and was very aggressive. They need lots of training in customer service must come from the top. John Reynolds get this sorted!!!!!!”

Posted 9 months ago

“Un helpful. Dishonest and have no compassion”

Posted 9 months ago

“Absolutely dishonest, unethical company headed by a vain CEO whose unreferenced Wikipedia entry describes him as God's stockbroker. This abysmal service that Castle Water provide makes them the most complained about water company. Avoid this company at all costs.”

Posted 10 months ago

“We were late with a payment by less than 2 months for genuine reasons had a couple of reminder letters, bill was paid and now want to charge almost the same again in late payment/ debt collecting fees - no one from any debt collecting company contacted us. Seems like the late payment fee was an afterthought. Still waiting for someone from complaints to call in the meantime more threatening letters. Never had this sort of issue with any other utility company. Looking to go elsewhere after this experience.”

Posted 10 months ago

“Useless company. Staff are very rude. Not helpful.”

Posted 10 months ago

“Spoke to Danielle (from Glasgow) and Francesca. They just hang up the call and when customer explains the situation they saying "Its a excuse". Extreme, extreme rude.”

Posted 10 months ago

“Absolutely rubbish company ! Pay the bill online doesn’t work !! Phone number on hold for hours ! Contact in line doesn’t work ! Even the complaints won’t work ! How can they estimate a water usage ???? For 6 months in advance anyway ?? We have no access to the pavement meter and they NEVER come read it themselves!! Bloody useless . We were affinity before who always read the meter , we’re contactable and efficient ! Why they farmed out the running if their company to this bunch of idiots beats me . They don’t even have a complaints dept , not surprised as it would be the busiest dept in the company !! Probably only 1 little guy sat at a desk reading the news paper is all they have , putting people on hold for hours then cutting them off”

Posted 11 months ago

“I have been in business for 10 year and in 2017 I was unfortunately switched to Castle water. You cannot understand the bill. No one to talk to and takes ages to get through. Don't get the bills than late charges apply. Worst company I have ever had to deal with. I wouldn't even give one star. Please switch like I have done”

Posted 11 months ago

“We never signed up to Castle Water, but first our water supply moved to them, followed by our sewerage. Since they took over the sewerage the pricing has more than DOUBLED in three years. I have complained bout being charged for "metered foul sewerage metering" - which implies i'm being charged for my sewerage being metered. I have now demanded a photograph of the meter and a reading from within the last 12 months, otherwise i'm deducting it from the bill ! I have also had an ongoing battle with their credit terms of 14 days, which i never accepted. We pay all of our bills on 30 days (like most other companies) and every time they invoice us they write a threatening letter about cutting us off because we are late paying. I would leave them in an instant but there isn't long left on our lease and we may not be in the premises long enough to get a new contract with anyone decent.”

Posted 11 months ago

“Castle Water has unlawfully disconnected our water supply blackmailing and threatening us to disconnect further supplies without sending us the bills!!1 TERRIBLE AND UNLAWFUL!”

Posted 11 months ago

“They are crooks. Stay away from castle water. £500 plus VAT to disconnect and reconnect my water all the while the it took 5 mins to reconnect and disconnect . I will file a compliant with the ombudsman.”

Posted 1 year ago

“Castle Water are a completely incompetent organisation and if you have any choice at all - do not go anywhere near them. I am the Treasurer of a church in Clapham SW4 and while we try to be patient with all our suppliers, we reserve the right occasionally to throw everything at them. Having spent two years trying to switch to metered billing (to help them, and the world), we finally got that sorted this month March 23. We got a corrected bill, with a letter telling us they had a new bank account. So we immediately paid that bill to the new bank account and also cancelled our existing Direct Debit to the old account. A day or so later we got a £48.24 bill from CW for cancelling our DD. You couldn't make it up. Called them today to complain but no interest whatever in helping us. What is really annoying is that in the meanwhile I have sent them a form to set up a new DD to their new account; but I wish I hadn't. As others have mentioned this company is just a desktop robbery outfit, which does nothing actually to supply water or fix anything - and thus should be closed down ASAP. I will now be making a formal complaint to CW and will not let up until we get to OFWAT and get them closed down. Basically a criminal gang of some sort.”

Posted 1 year ago

“Having same issue never received bills for my business then sent nearly £1000 bill for 7 months and I only have 1 sink and toilet .. which I hardly use”

Posted 1 year ago

“So far not reassured. I tried proactively to prevent a billing issue several times and explained why it is an issue. They assured me it would be fine. Stressed again and still they said would be fine. Lo and behold when they tried to set up the direct debit the issue i mentioned happened. So far not reassured on service levels at all”

Posted 1 year ago

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Castle Water is rated 1.1 based on 188 reviews