Utility Warehouse Reviews

Name: Utility Warehouse
Rating: 1.46

1.5 Rating 444 Reviews

11 %

of reviewers recommend Utility Warehouse

Company Reviews

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Metrics

1.5

Based on 444 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier, Own Driver
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.5 out of 5
Returns & Refunds
Refunds Process	Difficult

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“(Avoid) Do not take out a UW house insurance policy.....I have had Two strokes and suffer from Rhumatoid Arthritis.... I had to report a leak in my bathroom 4/6 works ago now.. They sent someone out to access the leak..the leak was found but, still waiting for it to be fixed? I am unable to get any information as to when it will be fixed! UW have not helped me and trying to get an answer on a phone takes for ever.....I have told them about my health problems..but,still no help or information...I have been completely abandoned......please don't purchase and House insurance as the same could happen to you. I am worried as I just don't know what to do? Peter.”

Helpful Report

Posted 4 months ago

“Sending letters from there 'collection agency ' for £50 even though I have never had an account.”

Helpful Report

Posted 4 months ago

“As many customers mentioned in Reviews, UW never accepts actual meter readings and they overcharge you. Here are evidence and you will see how much they charge more than actual meter readings. Nightmare.”

Utility Warehouse 1 star review on 1st September 2024

Helpful Report

Posted 4 months ago

“When I moved a flat, they overcharged me by estimated meter reading and didn't accept actual meter reading. While I was searching for a solution, they sent me overdue bill and threatened me for debt collector. I could manage to go back to British Gas, and I hope I will not get another bill from UW.”

Helpful Report

Posted 4 months ago

“Absolutely do NOT deal with Utility warehouse. Escalations team are the worst! They have over charged me by well over £25k by putting my gas and electricity meter on a business tariff in 2019 (I joined them in 2014) I am going around and around and getting no answers - they have credited one account with 12K but have put a spurious charge of 5k on the other account. they have advised us to cancel direct debits whilst they sort this out and have now cut off my mobile, due to non-payment, all my business calls go through this line. The complaint started in April 2024 and is still on-going (aug 127th 2024). This complaint was open initially for more than 8 weeks but now every time they speak to me, they make me agree to close the complaint or else they threaten 'deadlock' which is where the ombudsman has to resolve it - as they owe me ££££ that is not going to help me get my money back quickly. Its nothing but blackmail. I have now had my phone and all my cards stolen and I need my mobile activated to log back into absolutely everything, the stress this is causing and the broken promises from the escalations team, that they are sorting it, is becoming so wearing. I now have no internet banking; I have no cards and I am at my wits end. I have never dealt with such a shambolic company - I HAVE NO TOOLS TO RUN MY COMPANY - my parents, who live with me are in their 80's have been unable to turn the central heating on for 4 winters as the bill have been astronomical. I am writing this review as I have no other avenue to get attention and therefore resolution. AVOID AVOID AVOID”

Helpful Report

Posted 4 months ago

“This company is scary and scum. In June, we haven't moved in a flat because we needed to paint the walls of the next flat for a month, and we still stayed in a previous flat for the life. So hardly we used electricity at the next flat but UW sent me a bill for £127.36 for a month bill. And the bill was on estimation and the meter reading was completely wrong. They never listened and just charged me. AVOID.”

Helpful Report

Posted 5 months ago

“The most unhelpful incompetent people I’ve had to deal with!! Engineer no show 3 times!! Moved into my first flat and experienced the worst service ever!! The 3rd time we were told the engineer would 100% be there - guess what, they never came🫣 Turns out they were never going to come! They were cancelled everytime and we were never made aware! Should have been owed between £250-£300 in credit from them but since we wanted to cancel (for bloody obvious reasons) they couldn’t credit it us at all. Utterly useless could not recommend them less if I tried!”

Helpful Report

Posted 5 months ago

“Shocking company, after being in credit and paying £300 a month for the gas and electricity they came up to a bill of £600 because I changed my supplier. I’ve called them and they said that my meters readings were incorrect. 3 months prior they called us and asked to come and change the gas meter with their smart meter and if we would refuse we will have to pay a fine. All I’ve done I’ve said I want my meter readings to be recalculated to what they said okay, by knowing “we will resolve it” I’ve cancelled my DD and if they will reinstate it without my consent a I’ll block their company within my bank under the name (Scam). Run from them. No need to stress yourself and your money for this sh*t company.”

Helpful Report

Posted 5 months ago

“Steer clear of this company!! Rude and incompetent customer service. I have been overcharged on bills for quite some time now and UW are very reluctant to refund despite proof of false readings and involvement from the ombudsman. I used to have 2 meters in my property. 1 dual rate (general electric use) and 1 single rate (specifically for storage heaters). However, for over a year despite numerous complaints my single rate is still being charged for dual rate tariff. After involving the energy ombudsman, I was promised any overcharges would be refunded and an engineer would visit my property to remove the meter (as the heaters which it was once used for were no longer in use). In June after some cancellations by the UW engineer the meter was finally removed. Yet, UW are now claiming no record of this despite UW organising the meter removal in the first place. In the end it was a Scottish Power engineer (who was brought in by UW) that removed the meter. I waited months for a UW engineer appointment only to be told the UW engineer was unable to complete the job and required assistance from SP. I was then told after the removal that the national database would be updated and any over charges would be refunded by August at the latest. It's now August (over a year later since the original complaint) and I'm still paying a dual rate tariff for a meter that was only a single rate meter...and that has been removed from my home months ago. Being a single parent keeping up with these unnecessary payments and threats of late charges has caused me great anxiety. Despite a year of complaints and involvement of the energy ombudsman I am still overpaying for this non existant dual rate meter. UW say i now have to wait over another month (18th September) to yet again get one of their useless engineers out to confirm that the meter they themselves had arranged to be removed months ago... has in fact now been removed. After that they say they will review again and refund all the years over payments for both being charged at a dual rate tariff before removal and any charges after the meters removal... but i wont hold my breath. Wish I had never come across UW.”

Helpful Report

Posted 5 months ago

“I was overcharged. I was harassed by debt collection department for nearly a year whilst being in credit I received a credit statement in my junk folder with a number to ring. The number cuts off Still unable to get my overpayment”

Helpful Report

Posted 5 months ago

“We've purchased a new property and the previous owner has an outstanding UW debt. Whilst we were on holiday UW employed a debt company to illegally break into our property, damaging the door and lock, and left a letter addressed to the previous owner/current occupier to contact UW. UW state that breaking and entering wasn't illegal despite the fact that as current owners we have a different name to that of the previous owner the named person on the UW account. My name is registered on the Land registry and UW have provided no evidence of a current court order allowing forced entry to the property. Furthermore, when trying to rectify the issue UW stated their system was down and no one could call back to resolve the issue as there would be too many calls for the supervisor. As it stands I need to keep ringing back to check when the system will be available again. They would not allow me to speak to any supervisor.”

Helpful Report

Posted 5 months ago

“AVOID Paid monthly direct debit for 2 years never been made aware were under paying. £190 a month just for electricity Now we have notified we’re moving house suddenly we’re in debt and payments are nearly £400 a month 😳 please do not go near this company”

Helpful Report

Posted 5 months ago

“Started off great. Made big promises which we soon learned were lies. Offer you a good deal to sign up then your bill starts rising fast. Ours more than doubled. Told them it’s a meter error. The excuse was the smart meter wasn’t sending readings. We got a £1600 bill for underpaying. We asked for an engineer to come and change it repeatedly and they never sent one. Miraculously once the debt was paid the meter started sending perfect readings all the time without an engineer turning up and changing it ! Must be a miracle. Then when you pay your final bill with them they send you another saying you have to give them another months payment ! Makes you mad because they set your rate for the services which they tell you won’t go up. I wouldn’t recommend them to anyone. Without a doubt the worst provider I have ever had. Avoid.”

Helpful Report

Posted 5 months ago

“I'd give negative stars if I could. Worst energy supplier I've ever been with. They will overcharge you, and you'll spend hours on the phone arguing with them.”

Helpful Report

Posted 5 months ago

“Nothing but issues and I'm still waiting to be connected. 6 days late and constantly putting in the password to be told still no connection. Customer service talk like robots saying the same thing over again. On hold for over half an hour to an hour. Regret changing to yet another dodgy company”

Helpful Report

Posted 6 months ago

“This is the worst utility companies ever. I'm trying to put reviews out there to help people avoid the mistakes I have made. I would give negative stars if I could. They have scammed me out of hundreds of pounds, taking insurance for plumbing, then refusing a legitimate claim. Their customer service is appalling. I've reported them to the financial services ombudsman. They are expensive compared with competitors. They claim they reduce bills if you take more services from them, but actually, they just reduce bills down to competitor's levels. Their broadband is appalling. It drops out frequently, making movie downloads in particular very challenging. This is despite paying extra for enhanced coverage. Avoid.”

Helpful Report

Posted 6 months ago

“PLEASE READ - I wish I could give below 0. The type of company that could give you chronic stress. My flatmate and I had an ongoing battle for a year and half as utility warehouse over charged us thousands of pounds because there was an issue with our first meter reading that was recorded by the previous tenants. Utility warehouse were certain we gave them this initial reading although we hadn’t even got the keys to the apartment yet. If you have a problem with their service, you will be back and forth on the phone for months and each staff member will tell you different things. One person will tell you there is nothing you can do and the other will apologise and say it will get sorted… It doesn’t. We got charged £4000 one month?!?! After already paying £980 to this company, they then gave us an outstanding balance of £1500. We were students who barely stayed in the flat and our tenancy lasted for a year. The figures were impossible. Last resort was to get an ombudsman involved. Thankfully we won the case and got given £250 good will gesture. Before we got the ombudsman involved, utility warehouse said the most they could do was give us a £25 voucher due to our complaint! Don’t be fooled. Get legal advice! I hope this is enough for you to not sign with this company!”

Helpful Report

Posted 6 months ago

“Both from being a "partner" and a customer. With being a partner I signed up someone who I explained to Utility Warehouse had her house and finances sorted out by her daughter as she is 91 years old but the house in her name, is paid for by her and she does not pay rent, she is not a tenant. So obvioualy they still stiffed me out of the sign up comission saying she is a tenant, after I spoke with them. As a customer - They were meant to install fibre for the broadband in my house. No engineer showed up on the day, this is 3 weeks ago now. Since then, after repeated attempts to get them to send another engineer out nothing has been done and they charged me £50 for missing the engineer. Another customer I had was told that nobody would come out to the boiler until they paid a certain amount upfront. They have boiler cover, this is a joke. They don't mention the little bits they bite away at every opportunity. I'd stay well away from them if I was you. As is always the case if something is too good to be true there's a reason that saying exists.”

Helpful Report

Posted 6 months ago

“I was told last year in August that I owe them £4600, after they took out over £400 as a monthly payment, after I contacted them they refunded my money back and still demanded the balance, I then contacted the energy ombudsman, who investigated and found that they claimed that I used more gas than electric in the summer, but I used less in the winter(the electric was just over £400), I queried the amount but they insisted I was wrong and they were right, this month they were told to recalculate and my bill is now £423 for last year, the ombudsman said the meter, which was new was not working correctly, but they will not admit this, they were meant to send me a personal cheque as compensation, I am still waiting for it to arrive as they told me it was sent out on the 7th of this month, I think it was sent on a camel via Timbuktu?”

Helpful Report

Posted 6 months ago

“Utility warehouse keep harassing me in relation to a balance that I do not owe. UW are trying to charge me for an electricity meter that never supplied my address. Even after sending through multiple screenshots of evidence to them to support the above, they keep sending back generic responses without anyone actually looking into the evidence. This is highly unprofessional and frankly not good enough from a provider of their stature”

Helpful Report

Posted 7 months ago

Utility Warehouse is rated 1.5 based on 444 reviews