Castle Water Reviews

Name: Castle Water
Rating: 1.05

1.1 Rating 185 Reviews

1 %

of reviewers recommend Castle Water

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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

Anonymous

Anonymous // 01/01/2019

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“AVOID AVOID AVOID - CRIMINALS! DOCUMENT EVERYTHING AND TAKE IT TO OFWAT. READ OTHER REVIEWS. AGGRESSIVE ABUSIVE COMPANY THAT DO NOT RESPOND, RESOLVE OR RECTIFY THEIR OWN FAULTS.”

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Posted 2 months ago

“I wrote a one star review on google reviews 2 years ago. All Google reviews now seem to have been removed for Castle Water, which gives you some idea of the morality of this nasty little company. (how on earth have they done that, google?). They constantly over-estimate my bill, they have tried to fine me "for blocking access to my meter (its on the verge outside, so impossible to block. They don't correct mistakes. If you are with them, read your meter and check your bill. Stop your DD - they will rip you off. According to the company accounts, one director paid himself £495,000/year. Note 24 on page 92 states "a director of Edwards Utilities Group Holding Limited (an indirect controlling shareholder)”

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Posted 2 months ago

“This company is terrible. Similar experiences to those mentioned before me. They DO NOT send letters out until its a final notice letter stating I owe £700+ when my actual water bill was £139. I am a small business consisting of 1 full time member, myself, and a second part time member - and water is literally only used for the bathroom. They claim it is my responsibility to be up to date with charges, despite not receiving any letters? And then slap you with extortionate late fees and interest charges which accrue daily!? I explained every single utility bill provider ALWAYS send me letters with invoices but castle water only send a single letter with a final reminder warning. Collections team are appalling and extremely rude, the advisor told me she will not be escalating my call to a manager when i requested this so i started to record the call and asked her "sorry so just to clarify you are refusing to escalate this call to a manager" her response "yes that is exactly what I am saying". Offered part payment and she refused this saying an engineer will be out to disconnect your water if full payment is not received right now. i said send him because i will not be paying these charges. Never in my life have i dealt with such a horrible company. I have spoken with CCW which i recommend to anyone having similar issues as they will support in escalating a complaints procedure.”

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Posted 2 months ago

“Do not recommend them.”

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Posted 2 months ago

“My shop has been with the company for over 10 years, due to having difficulties making payments because they would send me the invoice only when it got to final notice and failing to accept my payment, they charged me £200. I spoke to a staff member regarding the issue and how I had spoken to them earlier and had told them their website has issues and will not accept the payment. Any other company would have apologised and taken the charges off, instead she was rude and talked down to me. After 10 year, I will be leaving Castle water. AndDO NOT recommend them.”

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Posted 2 months ago

“If I could give zero stars I would. Paid on variable direct debit since 2019. Just before Christmas I received the paper bill and discovered almost £4000 taken out of my account. Apparently the meter wasn’t read since 2019 as SE water hadn’t given them new meter location. (No one ever asked me for location). Money taken before three days before I received paper bill. No allowance for money paid on direct debit and all charged at todays rate. Complaints procedure means I have to get castle water to agree to refer me (how nuts is that!). Asked to speak to senior manager, told that wasn’t possible, castle water don’t answer emails and won’t refer me. If you have a choice don’t use them!”

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Posted 2 months ago

“A terrible company. We have to deal with them, no choice as Affinity no longer serve us. They don’t reply to letters and are useless when you phone. A simple issue over a faulty meter has led to a dispute. It’s their fault. They are now threatening to cut us off.”

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Posted 3 months ago

“Went paperless without consultation and then applied late payment charge when we missed payments because we hadn't received the bills in the way we had until that point. As soon as we received a text about the problem we of course paid. The charge was £50 which won't kill us but seems unreasonable. They could clearly have texted us earlier about a problem and been paid promptly but instead waited and added charges. Even when we did pay it took time to attribute payment to the account. All this would indicate they have poor systems in place.”

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Posted 3 months ago

“I had to give Castle Water one star but I do not even want to give that. They are exceptionally useless. Rarely respond to emails and then add preposterous charges to our account. How can they add extra charges to our account when they do not respond to our questions regarding the account? Shocking service. PLEASE AVOID”

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Posted 3 months ago

“Agree, this is a criminal company. I suddenly received a Disconnection Notice by post saying that i didn't pay their invoices, but they had never posted any invoices to me yet. I checked their website finding that they put some bills in my account on their website but hadn't posted out to reach the customer which means that i was not aware of the bill. Then they started charging me for not paying and threaten me to disconnect the water supply. It looks like a scam.”

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Posted 3 months ago

“Horrendous. They send bills before invoices. And then threaten you 2 days after they’ve sent the bill. !! Even when you’ve paid. Avoid Mike the plague !!!”

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Posted 3 months ago

“An appalling company. Basically criminals. Sent a man to cut off the water supply despite having never received a bill. The bill was paid in full but they cut the water off anyway. They then demanded a further £864.00 to reconnect it. CRIMINAL ORGANISATION. AVOID.”

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Posted 4 months ago

“They sent us a bill for a meter that doesn't belong to us. Saying we owe over £1700 and we told them its not ours. They said they will send someone out to check and if we are wrong they will charge us for the call out. We agreed they can. The water meter guy confirmed the meter we have in our business is not the same one and they are billing us incorrectly. We still keep getting bills and now threats from bailiffs which has caused us much distress. We told them this and they said there is nothing they can do. They said they have not got the report back from Thames Water. I said then please stop sending us bailiff threat bills until they get back to you. They said there is nothing they can do. I told them this is insane that you are threatning us with an invoice not for our meter. I wrote over 12 emails and letters. Nothing yet. Its been over a year. When I told them I am recording the calls now to protect myself they put the phone down immediatley. Yet they are allowed to record their clients. All sounds dodgy. So now I am reporting to the Ombudsman and trading standards. Totally unprofessional and causing a lot of distress to us as a small business. would not recommend them at all. Apalling customer service. I asked to speak to a manager and they refused.”

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Posted 4 months ago

“I would give them -5 stars if I could. Two shocking situations fot teo fifferent sites over the past year. One only resolved because we copied the CEO on our umpteenth email in to them. Ignorant, disrespectful, incompetent, careless, lacking communication skills, dishevelled interdepartmental comms and no obvious CRM system. I could go on, there approach to bill collection, overcharging, payment queries verges on criminal. Our second issue, still ongoing involves a property that has been empty for 10 months that they have been charging us average charges for, but no water has been used. Despite completing and submitting the correct forms they asked us to, they first say they didn't get them, now just seem to ignore, play dumb and drag the affair out. AVOID whenever possible.”

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Posted 4 months ago

“Awful company. Have had water cut off for nearly 7 days . Non fault , old Tennant arrears. P Was promised 48 hour it would be back on and still no water. avoid castle water.”

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Posted 4 months ago

“STAY AWAY FROM THE COLLECTION TEAM AT CASTLE WATER... A BUNCH HALFWITHS MAKING TREATS OF DISCONNECTING WATER/SEWAGE SUPPLY........THEY ARE NOT WILLING TO LISTEN AND NOT SUPPORTIVE IN ANY MANOR.........I HAVE NO IDEA HOW THEY HAVE TAKEN OVER FROM THAMES WATER WHICH WAS OUR ORIGINAL SUPPLIER !!!! YOU ARE TREATED SO UNFAIRLY LEAVING YOU INTO AN EMBARESSING SITUATION >>>>>>....0 STAR”

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Posted 4 months ago

“Threats to go to court over a settled bill- poor processes.”

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Posted 4 months ago

“The worse ever water supply company in the UK and in the entire of Europe , this is a cowboy 🤠 company they will do everything possible to rip you off ! I have a new story every month with them ! But thanks God finally I will move to Everflow water , it’s the best review on Google , I do not recommend Castle water even to my worse enemy ! The are professional in adding late payment Hundreds of pounds cowboys I call them .Castle water I will screw you up soon !”

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Posted 5 months ago

“My business is a relatively small grocery/souvenir shop that uses absolutely minimal amounts of water. This is because water is only used by part time staff for basic human necessities such as visiting the bathroom. Having said this, Castle Water has charged this grocery business site £10,000+ since I moved in 2022 (therefore the bill was for 1.5 years approx.). However, my usual water bills at my other grocery/souvenir shops and when compared to other businesses is maximum £300 per year (at its absolute worst case). So how is the bill £10,000+ when hardly any water is used as it’s a small grocery store with only one staff at any moment. Even after sending proof of the first and last water readings, they kept rejecting and showing tampering of water meter reading values on an external software that made absolutely no sense because of the reasons mentioned prior. All these points and facts prove that the £10000+ water bill for a Grocery/Souvenir shop is absolutely in accurate and unjustifiable, and more importantly, that castle water is a crook company that extorts its customers by any means necessary.”

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Posted 5 months ago

“I just needed to grumble at these people on the phone after they sent us a threatening letter alleging that we had not paid a bill, which they falsely claimed to have sent us. They had not. Their Group Collections Manager, Ryan Macdonald, is a liar.”

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Posted 5 months ago

Castle Water is rated 1.1 based on 185 reviews