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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

Filter: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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 !!”

Posted 3 years ago

“How can this company continue trading I have never in my life experienced such ruthless people, final demands late penalty charges, threats of dept collectors bill after bill more bills , I sent dozens of emails explaining I didn’t owe this amount of money , phoned then numerous times taking up to 30mins to talk to someone each time someone different each time promising to sort my bill out , guess what nothing happened, eventually after many sleepless night I paid them , and now they have admitted they I’ve been over charged why has this taken nearly 4months to sort out , my advice take your business elsewhere they don’t deserve it !! I have given them seven days to refund my money watch this space might be my turn to issue them £75 late payment charge”

Posted 1 year ago

“The worst water supplier in uk”

Posted 3 years ago

“. Castle water obtained my contact details without my authority, and, I suspect, in breach of the data protection legislation. They seem to have "appointed me" to be their customer. I have repeatedly told them I am not their customer, have never been and do not expect ever to want to be. To avoid any evidence suggesting that I might be acquiescing to their claims I have never paid any money to them. They bill me increasingly larger sums from time to time making ridiculous claims. Twice they have involved debt collectors. On both occasions a letter to the debt collectors stating that I am not and have never been a Castle Water customer resolves that - then a while later Castle Water writes making further demands! It's very silly as I would have thought, by now, (some 3 or 4 years), they should have realised that as I'm not their customer, I owe them nothing. All very silly as alienating customers is not a good long term business strategy! One star - and they get that out of sympathy! .”

Posted 3 years ago

“WORST COMPANY EVER 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.”

Posted 3 years ago

“In August, I began receiving invoices from castle water for supply of water and trade effluent. I contacted the team straight away and said there must be a mistake as I have had no previous contact with castle water. The lady informed me that the account had been switched from Thames to castle water. Obviously, I said I wasn’t happy and wanted to cancel my account, in addition, I had ceased cleaning operations in January so there was no need for any water or trade effluent anyway. I supplied the forms and they said the account would be put on hold and cancelled when the forms were sorted. We are now 3 months down the line, I still receive invoices and i am now receiving late payment fees and letters, which are incorrect anyway. If I am eventually able to reach a customer services advisor, which isn’t very often, they say to ignore the letters as the account should be on hold. Unfortunately, I can’t bring myself to ignore official debt collection letters, saying my bill is increasing every day. I have tried and tried to resolve the issues with many live chats and phone calls but they can’t seem to sort out problems their end and it’s causing my bills to increase. I JUST WANT TO CANCEL THE ACCOUNT !!!!!!!!! Never ever use Castle Water, they are the worst company I have ever dealt with and it is reaching the stage of where I am going to instruct solicitors.”

Posted 3 years ago

“After months I am fed up with this company, back in march 2020 received a bill for over 11,000!!! Shocking! Sent emails, spoke to them (was assured it would be sorted) sent photos ect the list gos on....still not sorted, adding charges sent to collections, will be leaving asap!!! Avoid this company.”

Posted 3 years ago

“I was equally upset, annoyed and relieved thread these reviews. We moved house to a farm and 'inherited' castle water. we noticed an immediate leak which we arranged to have fixed and paid the first bill without issue as we didn't know history. The leak was not fixed and started again. Again I arranged th local water company to fix but it took some time and I was nt hap with our next bill. So I queried it ands asked to fill in a leak allowance form, which I did and which I returned. I was assured that whilst this was being investigated our bill was on hold. Despite this I received a demand for money 2 weeks later, but no response to my leak allowance query. I then received another threatening letter so despite no resolution on the issue I paid the £180. I did email Castle to explain that I only paid to stop the letters and still didn't agree with the bill. I received an email to give me advice contrary to what I had previously received and told that they had acknowledged and accepted my payment. However, one week later I received a 'notice of intended further action' !!! Unbelievable and the bill, which I don't think I should even have ;paid had been paid in full. Where does this company get off in not communicating between departments and threatening their customers??? It is interesting because my father in law who recently Brought a pub for renovation also received threatening letters addressed to the previous owner and he emailed customer services to explain that he was the new owner and the pub had been vacant since he purchased it and that all demands should stop and 3 weeks ago he received a letter from bailiffs !!! I agree with other reviews the worst company I have ever had the misfortune to deal with. I never write reviews, I have 4 children and lots of animals and frankly I don't have time but I am just so exasperated with Castle Water that I had to get it off my chest and warn other customers...”

Posted 3 years ago

“We've been trying to set up an account with Castle Water (the only provider available to us) for 10 months. I have wasted so many hours on the phone to them, sending emails, filling out forms and we still don't even have an account number. The recorded messages direct me to an online chat service that doesn't work, or suggest sending emails which I have never received an answer to, the only way to get a response is on the phone but I have spoken to countless customer services advisors, every single one promises to 'escalate' things and then I hear nothing and have to chase again. It is soooo frustrating. i cannot believe a company this appalling is still in business.”

Posted 3 years ago

“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.”

Posted 3 years ago

“This is awful customer service, no one ever get back to you, all they do is keep sending bills when you have an issue to sort out”

Posted 3 years 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

“Difficult to know where to start with our dreadful experience of dealing with this company (specifically billing and complaints). Never, in my 36 years of running our business, have I come across such ineptitude and intransigence - it is like trying to communicate and reason with malfunctioning robots. After a year of stress, we have finally decided to cut our losses, close our account and go elsewhere. Avoid this company like the plague!”

Posted 1 year ago

“They sent random 2200£ bill for 6 month. Sent them pics of meter but won’t listen and recovery team sending threatening letters. They bully, and are truly non sense people. Anyone out in uk authorities, help small businesses. I am contacting a solicitor to stop them bullying me.”

Posted 2 years ago

“Obsessed with chasing money for water they do not supply. Believe everything you read.”

Posted 3 years ago

“I have just changed from Castle Water best thing i have ever done. Kept sending conflicting bills, charging for water i had not had , sending debt collector letters when bill had been paid in full list of problems to long to write. All these other bad reviews cant all be wrong.”

Posted 3 years ago

“Do not use this company or they will take money from your account and avoid trying to sort it out. Rude , arrogant, zero customer service, Avoid at all costs”

Posted 3 years ago

“This is one of the worst companies I have ever had to deal with in 25 years of business. Disorganised, rude, unhelpful and nasty. AVOID.”

Posted 3 years ago

“Worse company ever 2 years ago told my account was deactivated and we are still be charged up to now for premises we left 2 years ago . Dreadful customer service and just lie all the time.”

Posted 3 years ago

“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.”

Posted 3 years ago

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Castle Water is rated 1.1 based on 185 reviews