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Castle Water Reviews

1.1 Rating 189 Reviews

1 %

of reviewers recommend Castle Water

Company Reviews

1.1

Based on 189 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

“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

“Lots of issues with castle water, has any one had any success in dealing with them? Or legal action against them? Write in a review to share how you dealt with them?”

Posted 1 year ago

“I investigate scammers.....this company are no better. I never even contacted this company in the first place to be their customer, just started getting bills from them a couple of years ago.....which took about 8 months of endless calls to resolve. After believing I had set up DD to pay these small bills (holiday let, minimal water use) I hoped I'd never have to speak to one of them again, but oh no.....not so lucky. An estimated bill dated Nov 22 spanning 6 months from Oct 22 to April 23. Further bills raised during Nov and Dec with 'sundry charges' for 'denied access (£48)' and 'late payment' (£50) and then two weeks later a 'debt collection fee' (£218) added....for water not used used on a bill 'estimated' up to the start of April 23. Requests for meter readings and meter readings being submitted don't result in up to date bills being sent. Direct debit set up over the phone - impossible (maybe direct debit processing companies won't accept them?) Over 40mins on hold, a further 45mins going through bills and charges only to be told that additional charges (£300+) stand and if not paid water supply will be cut off. This company is the worst I've ever dealt with (and that's saying something, I used to be a Vodafone customer!) In the end I have paid what I calculate I owe (minus late payment/denied access/ debt collection) and have told them to take me to court.....lets see what a judge has to say about their nefarious ways.”

Posted 1 year ago

“London Scottish Golf Club. We have been trying to sort out a bill for the last 6 years as we have been overcharged, in May 2022 our bill stood at £67000 approx on the 19th May 2022 we received 32 seperate credit notes reducing our bill down to £15538 to which we settled on the 22 May 2022 leaving us with a ZERO Balance, by the 3rd July 2022 we were sent another bill for £24000 and we again started the sorry saga of trying to get it resolved but have had threats of legal action and disconnection of our supply and penalty payments, we have even had an email stating that our bill is the responsibility of another golf club entirely. Our normal yearly bill is around 5/6 thousand pounds and our balance has risen to £40,000 pounds and rising. We will not be blackmailed into paying charges that are not our responsibility. In 40 years of business they are the wost company i have ever dealt with.One star because not able to leave a zero score.”

Posted 1 year ago

“They are just a money grabbing company. I have been trying to get to the bottom of our bills for nearly 3 years. The telephone representatives even said our bills would be considered a joke if not so serious and were equivalent of taking 80 baths a day for a 3 bedroomed property not occupied 24/7. They will not acknowledge that we have been paying for other people's water and leaks not on our pipework and send estimated bills that are incorrect. CEO never responded to my complaint and now over 12 months since I wrote, at least. If you ask for a specific staff member they don't know who it is. WHAT A SHAMBLES AND A LOAD OF BULLIES WHO ALWAYS BLAME THE COMPUTER. Bills are not explained and are far too difficult to understand. Avoid like the plague if you can. I could go on but this is making me ill.”

Posted 1 year ago

“I have had nothing but poor experience and end less over billing terrible customer care leaks and misinformation i am desperate for help and advice any ideas ? castle water are horrible”

Posted 1 year ago

“Castle Water have stolen money, and sitting on it failing to refund what they've taken is not only theft but fraud. How many other customers are they scamming and earning interest on money to which they're not entitled? DO NOT USE these fraudsters, I am now escalating the issue higher. I only gave them one star because to write this I cannot give zero stars!”

Posted 1 year ago

“Trying to get their bank account details so I can transfer monies to settle a bill as CW threatening 'Intended Further Action' but have been on hold now for over 20 minutes Still waiting for their next available adviser, thus plenty of time to write this email.”

Posted 1 year ago

“Castle water decided to invoice my company at a property I haven't been at since 2018 and was not liable for the bill. Emails and phone calls are ignored including contracts. Dreadful ineptitude and callous chasing and harassment for bills that are not even mine.”

Posted 1 year ago

“To the ombudsman/ social media et al: CASTLE WATER RACKS UP YOUR MONEY IN IT'S ACCOUNT AND SITS ON IT !!! Castle Water, in full knowledge of its own charges and how much credit it has taken from you/your account, (and because it only bills six-monthly) has been sitting on £1600 of my money, during these straitened times!! Not only this, but if you telephone their Scottish HQ, they are programmed to say there is NO management, no chain of command/being and cannot, that is cannot say when/if they will make a refund. Please use this mail to complain directly to them: DO NOT TAKE NO FOR AN ANSWER!! Castle Water Support Castle Water Limited 1 Boat Brae, Rattray, Blairgowrie, PH10 7BH 01250 718700 castlewater.co.uk I From: Castle Water Support [mailto:support@castlewater.co.uk] Sent: 12 January 2023 09:55 To: info@windsorenglish.com Subject: We value your feedback Dear customer, Account Number Thank you for your recent contact with Castle Water. Please provide feedback on your experience here. The survey will only take a moment of your time and your response will help us improve our service. Kind regards, Castle Water Support Castle Water Limited 1 Boat Brae, Rattray, Blairgowrie, PH10 7BH 01250 718700 castlewater.co.uk Castle Water Limited is a limited company registered in Scotland with registered number SC475583 and VAT registered number 319 4277 88. Our registered office is at 1 Boat Brae, Rattray, Blairgowrie, PH10 7BH. This message and any attachments are intended solely for the addressee and may contain confidential information. If you have received this message in error, please send it back to us, and immediately and permanently delete it. Do not use, copy or disclose the information contained in this message or in any attachment. Where any views or opinions are expressed in this email they are the views of the individual and not those of Castle Water Limited. While we actively scan for malware, Castle Water accepts no liability for malware introduced by this email or attachments. Unsubscribe | Notification Preferences Ref:MSG1819478_RZlbkF4wSbqfkY9pKown From: Castle Water Support [mailto:support@castlewater.co.uk] Sent: 12 January 2023 10:36 To: info@windsorenglish.com Subject: Thank you for getting in touch Thank you for contacting Castle Water, we will respond to your query as soon as possible. Did you know you can register for MyAccount and get instant access to your invoices and request Statements of Account? Please visit the portal to register. You can also use MyAccount to submit meter readings, set up a Direct Debit, check usage trends, let us know if you're moving premises, update your details and more. In the meantime, you may also find some helpful information on our FAQs page: https://www.castlewater.co.uk/help-support/faqs. Kind regards, Castle Water Support Castle Water Limited 1 Boat Brae, Rattray, Blairgowrie, PH10 7BH 01250 718700 castlewater.co.uk Castle Water Limited is a limited company registered in Scotland with registered number SC475583 and VAT registered number 319 4277 88. Our registered office is at 1 Boat Brae, Rattray, Blairgowrie, PH10 7BH. This message and any attachments are intended solely for the addressee and may contain confidential information. If you have received this message in error, please send it back to us, and immediately and permanently delete it. Do not use, copy or disclose the information contained in this message or in any attachment. Where any views or opinions are expressed in this email they are the views of the individual and not those of Castle Water Limited. While we actively scan for malware, Castle Water accepts no liability for malware introduced by this email or attachments. Unsubscribe | Notification Preferences Ref:MSG1820496_jjJ4liR5rfTWDuWUHcVw”

Posted 1 year ago

“I only gave 1 star because I couldn't give zero! Exceptionally bad invoicing, overcharging, very poor communication, no response to multiple complaints. Vote with your feet and move to another company!”

Posted 1 year ago

“Understaffed, under trained, poor processes, insufficient interaction with the actual water providers. Was charged £3k for water dating back 7 years plus in March, still resolving it now. Thames Water admitted the leak so all agreed I owe nothing, Castle Water waiting for the leak allowance yet continuously calling me and sending letters telling me to pay. The complaints handler takes a fortnight to respond each time (if at all). No care for doing the right thing by their customers. Absolutely horrendous company.”

Posted 1 year ago

“Terrible company. Really bad.”

Posted 1 year ago

“Castle Water is charging me hundred of pounds for a commercial premise where there is not a basin, sink or toilet. I have notified them numerous times and sent photographs of the premises. Despite this they are still sending me new invoices every month and whist the only thing I want to do is to close my account (which was opened by my landlord) this has become a task that results impossible! Their team is rude and have an awful attitude.”

Posted 1 year ago

“I paid a bill then recived a charge after for the same bill ,So contacted them and they cant help there as the sytem is down how inconvenient so I rang the number to talk to someone but 40 mins later still no answer , total shambles”

Posted 1 year ago

“I have now been listening g to an automated voice recording and jazz music for 49 minutes. So I will continue to hold while I write this. This disgrace of a company owe our business over £8,000 from July 2022. Despite calls and emails ( they confirm they owe this amount ) we still have received nothing. It would appear we are going to have to take legal action which is a time consuming exercise but seeing as I used to work for a well known BBC consumer programme, it is the advice I would be giving to someone in our position. A truly awful, to be avoided company. How they are allowed to operate is beyond me and the dozens of reviewers on this site.”

Posted 1 year ago

“A scam company - overcharges and claims not their fault. Then send the debt collectors”

Posted 1 year ago

“Despite numerous telephone conversations emails with them agreeing we are owed the money and promises to pay they don’t. They are the worst company to deal with being a company of this size based in Scotland a disgrace to the Scottish people. When we had an account with them no service no help. Just lies”

Posted 1 year ago

“Badly organised.”

Posted 1 year ago

“Castle Water are basically the worst cheating, scamming company I've ever come across. Can you change water supplier?”

Posted 1 year ago

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Castle Water is rated 1.1 based on 189 reviews