Utility Warehouse Reviews

Name: Utility Warehouse
Rating: 1.45

1.5 Rating 433 Reviews

11 %

of reviewers recommend Utility Warehouse

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Metrics

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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“AVOID AT ALL COST! Took money for a service they didn't provide..! The most DisOrganjsed and Fraudulent company if have Ever Experienced! You have been WARNED!!!”

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Posted 1 year ago

“Rubbish .. income protection an absolute joke ..”

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Posted 1 year ago

“Never go with this company. They have the worst customer service I have ever experienced. It was impossible to resolve any issue. They said on the phone they had closed my account several times and I continued to get charged for not using anything. Was laughed at on the phone by customer service who were incompetent at best. Was told to close my account I had to speak to 3 different teams and wait on hold for hours. These were electric team, phone team and insurance team. I still haven’t resolved my issue as I ran out of time and they closed and have been losing so much money as a result of this whilst paying a new provider as well. I would never recommend this company to anyone.”

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Posted 1 year ago

“UW have stopped supplying electric to my house 4 days before the transfer to my new supplier takes place. I have phoned uw and been lied to on the phone by their representatives. This is absolutely disgusting and surely illegal to leave someone in a house with no electric supply. Especially going into the winter months. I asked to make a complaint on the phone and the representative was taking the mick. May I ask what the complaint is? I think the fact of being left with no supply. I'm off to also speak with trading standards and a few newspapers. Imagine if this was your mother or grandmother they had done this to???”

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Posted 1 year ago

“I am penning down this review with a sense of disappointment and frustration. My association with UW dates back a few years, and for the most part, it was uneventful and pleasant. However, recent experiences have left me with no choice but to voice my concerns. In April 2023, I opted for a smart meter installation, which promised convenient, accurate billing as my meter readings would be transmitted remotely to the energy company. To my dismay, the first bill following the meter exchange totaled an astonishing £4,379.83 (comprising Gas-£4,379.83, Electric-£271.66, Broadband-£40), it is also worth noting that I live in a 3 bedroom house, with my wife and 4 children (age 2-10). This amount was wildly inconsistent with the readings reported by my smart meter. Engaging in numerous phone calls with UW, they eventually revised the bill to a more reasonable £290.91, accompanied by assurances that my subsequent bills would accurately reflect the smart meter data. However, my astonishment knew no bounds when my August bill arrived, once again bearing no resemblance to the data from my smart meter. To be precise, my smart meter indicated Gas usage of £43.05 (471KWh) and Electricity usage of £91.14 (252KWh), totaling £134.19. However, UW's bill amounted to a staggering £870.51, with Gas accounting for £780.30 and Electricity for £90.21. This glaring discrepancy prompted me to file a complaint with UW, both via phone and email. To ensure a documented record of my grievance, I initiated the email complaint, but unfortunately, the responses I received were far from satisfactory. In one of their email responses, UW claimed, "We haven't received an up-to-date meter reading from you or an engineer for a while. This means we’ve been estimating your usage during that period." I promptly reminded them that I had been informed my smart meter would obviate the need for me to manually submit readings. I even included previous bills that clearly displayed smart meter readings. Yet, their email responses continued to be perplexing. Frustrated with the lack of resolution, I resorted to contacting UW's customer service via phone. During these conversations, UW's representatives insisted that the exorbitant bill of £870.51 was accurate. This assertion left me incredulous, especially when they mentioned recalculating bills dating back to December 2022, despite the meter exchange occurring in April 2023. My second complaint pertains to how UW handled my initial grievance. After numerous calls with UW's complaint team, they remained adamant that the £870.51 bill was correct. They offered me a mere £100 and a payment plan, which I deemed unacceptable. Subsequently, they revised their offer to £150, still accompanied by a payment plan, which I also found inadequate. This impasse led to the issuance of a deadlock letter by UW. However, the content of the deadlock letter was starkly different from the essence of my complaint. In the letter, UW claimed to offer me £300 as a goodwill gesture, a stark contrast to their previous offers. I immediately responded, pointing out the discrepancies in the deadlock letter, only to receive a response the following day, simply reiterating the deadlock status and suggesting I escalate the matter to the Energy Ombudsman. This entire experience has left me deeply dissatisfied with UW's services. While they may claim to be the cheapest energy company, the manner in which they handle billing discrepancies and complaints suggests otherwise. I would advise caution when dealing with this company, as they appear to employ tactics that may not align with their purported commitment to customer satisfaction.”

Helpful Report

Posted 1 year ago

“I have been with utility for the past 3 years and I honesty tell that they are most awful company to have as your supplier. It is really hard job to get through to customer service and if you do,rest assured that this company do nothing to solve your technical issue with their shady meters and the energy display unit. I have had nothing but stress with this company, even if you go on line to them to put your issue, the what so called the help team yry to pass on to customer service and no matter how many times you address the issue, I can promise you that you end up with a negative most stupid answers. I can honestly let you know That you end up bashing your head on the wall abslouty stressful reply from what is called the help time, they should be called bunch of clowns. I am still with this awful company, but I had enough of their shabby service. Seriously considering changing my supplier and now searching for none hassle company, as I had enough of this company technical issues which they keep brushing them under the carpet, no matter how many time I make precise detailed issues.”

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Posted 1 year ago

“My boss and lifelong friend is suicidal because of this company. They randomly came out with an unpayable amount and refused to supply her business premesis with power unless she paid it. She paid it and they still took her meters out. The business is now losing money and they refuse to help or accommodate her. They claim to have "lost" important information when an ombudsman was involved and their representatives have been cold and unhelpful over the phone. I would absolutely avoid this company, stay away as they put profits first and customers 10th”

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Posted 1 year ago

“Horrible ignorant money scamming”

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Posted 1 year ago

“Horrible company!!! I had solar panels installed but they continued to charge me full price for energy my solar panels producing. Tried to use their services to register me to the grid but felt up writing emails to nowhere(never received any answer) for 6 months then change utility supply company to Octopus. Everything was completed in 3 weeks. Now trying to get my money back through Ombudsman. Thank you Octopus energy!!!”

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Posted 1 year ago

“Avoid this company at all cost, promised us cheaper electricity bills only to double them within two months. We joined them in January and left them in the middle of May, our bills went from £175 a month to £480 a month by March for a two bedroom house with solar and full LED lighting. They even tried to charge us £600 for June and £200 for July and we weren't even with them, they even threatened us with legal action. We are with Octopus now and our bills are back down to below £170.”

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Posted 1 year ago

“Awful company that will hang you out to dry if you don't stay with them during the grace period, then try to charge you for it. Also, they don't care about customer complaints, they just ignore. Avoid.”

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Posted 1 year ago

“They are over charging me massively for electricity- the customer support stated it was due to my meter readings being too low that their system has cancelled them and added in an estimate!! Dispite amazing reviews and promises of the cheapest rate - they are clearly v expensive with terrible customer services!! Don’t ever go with these cow boy!!”

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Posted 1 year ago

“Some time ago I complained about uw as I was told it would cost £150 (approx) to have a meter installed this went up to £2000. I was told I couldn’t change suppliers as the process was already started. I’m still waiting for the meters, supposed to be I stalled on the 7th September. But have just received a bill for £14 . No meters, no electrify, no service whatsoever, yet uw want money for nothing. Replied to my last complaint and said someone would contact me , never heard another word. Rip off small customers to make huge profits. You should be ashamed. DONT USE UTILITY WAREHOUSE”

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Posted 1 year ago

“Disgusting useless waste of space service that treats their customers disgustingly”

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Posted 1 year ago

“UW are useless. Moved 2nd August still no landlines or broadband . Today been told the property I bought has got a stop on it for landlines and no one at UW checked it.”

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Posted 1 year ago

“Utility Warehouse supply an industrial unit we operate from. The 3 phase meter is faulty and will not power our machines. We have been trying to persuade them to fix the meter for three weeks now. The longest telephone call was 3.5 hours - I am typing this whilst on hold, this telephone call is approaching 2 hours. They have promised to call us back multiple times but, nothing. We are now having to lay off staff because lost production is costing thousands per day. They have passed the fault to their engineers and said we should get a visit in the next few weeks - we won't be solvent by then”

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Posted 1 year ago

“So many people are quick to complain but rarely do you see a positive comment about a service which is why I wanted to write this review. I had a recent issue with data usage on my mobile and was helped by Romile on the mobile helpline and just wanted to say a big thank you. I have been with UW for over 16 years and have always received outstanding service. Also thanks to Phil in tech services who assisted me with my call minder on my landline. Well done UW having excellent helpful staff.”

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Posted 1 year ago

“Its a rip off owed me over £500 mayby more will not return my over payment direct debits over £100 a month when i have not been using gas for over 12months excuses none stop as they keep making up reasons not to pay me back i would advise never use this company they put dickheads on the phone to pacify customers to keep you quiet mine problems have been going on over 6 months still waiting for my refundthe stress its causing will give you heart attack the student types just take the flack for the firm as they no intentions of sorting any problems out.wish i had never got involved with this company please save your selfs the stress DO NOT use UTILITY WAREHOUSE.”

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Posted 1 year ago

“Do not use this company! Been asking for 8 months to be put on a prepayment meter, instead they bill you for whatever they want, I had an electric bill for £1,500 in one MONTH. Have asked multiple times for a manager call back all you get is an email. Seriously don't use this company, you will have hassel every single month with your bill. Go to a reputable known electric company who will look after you. I hate utility warehouse”

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Posted 1 year ago

“Direct debits are inflated, customer service is poor, complaint handling (even when escalated) is poor.”

Helpful Report

Posted 1 year ago

Utility Warehouse is rated 1.5 based on 433 reviews