Castle Water Reviews

Name: Castle Water
Rating: 1.05

1.1 Rating 253 Reviews

1 %

of reviewers recommend Castle Water

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1.1

Based on 253 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
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 21st October 2024

Anonymous

Anonymous // 01/01/2019

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

“Terrible dishonest company. Didnt send any biils then threaten to disconnect unless i paid extra £300. Enjoy the £300 you will give it back one way another.”

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Posted 1 year ago

“Sorry to hear I’ve had a bad experience read your reviews from other customers, you really are nasty people , constant harassment threats etc , set up a direct debit your having a laugh , your no more than thieves, charges for late payments on estimated bills , I never signed up to castle water , I was with Portsmouth water till they put my account with you lot , there main runs through my land , they will now have to get a court order to come on my land , as for castle water , once I get my bore hole done , you can shove your water where the sun don’t shine , really don’t know how you get away with running a business like you do”

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Posted 1 year ago

“They are a total nightmare. We have a small commercial space with one bathroom, which has a toilet and a sink in. Our bills are massive considering how little we use the space, varying from £20 - £400. There are random charges that make no sense, there is no consistency with this company and the customer support are not helpful. If you can avoid using this company do.”

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Posted 1 year ago

“Receiving estimated bill monthly , staff blunt and very rude , threats to credit rating , who the hell do you think you are , need to report you to the ombudsman, check your reviews doesn’t it tell you something”

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Posted 1 year ago

“Worst company on the planet. Totally incompetent, do not listen, do not respond to problems and I could go on. Bring back Thames Water and get rid of these idiots.”

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Posted 1 year ago

“They refuse to read the meter in a verge by the road, which they installed there, because it’s got some grass by it and say it’s inaccessible. And told me it’s my responsibility to clear around it. Even though it’s over a mile from my house and I’m partially disabled!.”

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Posted 1 year ago

“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 1 year 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 1 year 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 1 year ago

“Do not recommend them.”

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Posted 1 year 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.”

Helpful Report

Posted 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year ago

Castle Water is rated 1.1 based on 253 reviews