Utility Warehouse Reviews

Name: Utility Warehouse
Rating: 1.45

1.5 Rating 433 Reviews

11 %

of reviewers recommend Utility Warehouse

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1.5

Based on 433 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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Utility Warehouse 1 star review on 24th September 2024

Leyens Paul

Utility Warehouse 1 star review on 1st September 2024

Anonymous

Utility Warehouse 1 star review on 18th April 2024

Anonymous

Anonymous // 01/01/2019

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“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 3 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 3 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 4 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 4 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 4 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 4 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 5 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 5 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 5 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 5 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 5 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 5 months ago

“we had a fault with our gas smart meter 15 months ago rang every month and complained and had a million promises to send someone out after being charged £666.52 every month on a estimated bill paid everyone up until 3 months ago due to being overcharged (should be around £96 a month) NOW after another call they want to take legal action ............ well my story is why pay £550 a month more for something we are not getting (GAS) absolutely useless , helpful on the phone but no call back, no appointments , so promised engineer AND today we get told they do not own the smart meters .......... good old UW , see you soon on martin Lewis”

Helpful Report

Posted 5 months ago

“Gave me a favourable quote which I accepted and then put the monthly payments up by 20% six weeks down the line. Maybe it was a bad idea in hindsight switching during the winter as you tend to use more during this time. I bet after the summer the rate isn't reduced. Also you have to remember to read the meter as you don't get reminders like with the old supplier. The bills are confusing too. Only good thing was the switch went without a hitch.”

Helpful Report

Posted 5 months ago

“Very bad company, wouldn’t trust or use them again, got pressured into putting in a smart meter & my bills we’re virtually double & they automatically took out £600 out of my account saying that the smart meter readings had been incorrect over the last few months. Utter rubbish but my word against there’s & wasn’t really a representative that made any sense when I tried to get a understandable explanation on how my bills were so inaccurate to what the meter readings had been showing. Very bad company and customer service”

Helpful Report

Posted 5 months ago

“UW over calculated bill, collected money but does not register money collected. UW keeps sending reminders and debt collection for money which was already paid in excess. Customer support keeps apologising but does not rectify mistakes”

Helpful Report

Posted 5 months ago

“Avoid Utility Warehouse at All Costs - A Nightmare Experience I am compelled to warn others about my harrowing experience with Utility Warehouse. From the beginning, we faced a myriad of issues that made dealing with this company an absolute nightmare. First, our gas, electric, and home insurance were activated before we legally owned the house, despite notifying them that our move-in date was the 19th. They assured us it would be corrected and that we wouldn't be charged for the previous owners, but this never happened. Next, someone on their team inexplicably added SIM cards to our contracts without our consent, leading to an unjustified monthly charge of £26. This unauthorised addition felt like a blatant attempt to sneak in extra charges. We were promised a combined monthly cost of £128 for our gas & electric bill, however, our first bill was a staggering £600, and we were told we weren't on the fixed monthly budget plan as agreed. Despite their assurances, they shifted the blame onto us, and the constant emails and calls demanding payment severely impacted my mental health. After countless hours on the phone, they admitted their mistake but still didn't honour the £128 rate. The broadband service has been atrocious, making it impossible to work from home due to poor coverage. Despite using ethernet cables and Wi-Fi extenders, the service didn't improve. When we decided to leave due to these issues, we were assured our early exit fees would be waived. Yet, we received an email demanding £500 for an early exit fee for just one service. Adding to the chaos, their team mistakenly cancelled our services midway through a month and then reinstated them, further complicating our contract and billing. This incompetence has caused immense stress, especially as I am eight months pregnant and struggling financially due to their constant errors and lack of care. In summary, our experience with Utility Warehouse has been nothing short of disastrous. I urge others to steer clear of this company to avoid the stress, financial burden, and frustration we have endured.”

Helpful Report

Posted 6 months ago

“Horrendous…. Was at £0.00 June 23 , paid £1400 over 8 months moved and gave final readings, they took 1449.50 on DD, rang bank and got it revoked, now in dispute as sent in meter reading, just got another bill , increased to 1750.oo , contacted them and it’s on the system saying their readings are wrong !!!!!! AVOID”

Helpful Report

Posted 6 months ago

“Very poor customer service. When you call them you are kept holding on for ages and passed from one customer service agent to another to another and t0 another”

Helpful Report

Posted 6 months ago

“The worst took 400 pound off me I've been with them for 4 years never a problem the moment I lose my job they turn into jackals cut my internet off every month as punishment said it was my own fault I couldn't read my bills because I was dyslexic then didn't even tell me but actually cancelled my internet so I couldn't talk to anybody or do any work basically they told me to join up again for another 18 months of Hell with them bunch of roaches don't even bother”

Helpful Report

Posted 6 months ago

Utility Warehouse is rated 1.5 based on 433 reviews