Water Plus Stoke-on-Trent

Reviews

1. Cara Bill ★☆☆☆☆

   Avoid this company - their customer service is just shocking. They take 10 working days to respond to emails, so even if you reply to their reply you have to wait another 10 days! Ridiculous. They came to our place of business and decided to install a new water meter but came outside of working hours even though we explicitly told them to come in working hours. They didnt tell us where the new meter was installed, it wasnt attached to the property. They had sent supposed coordinates of the new meter, but they were completely incorrect. In the end we had to go down the street lifting up manhole covers. Eventually found it on a public pathway down the road. They want us to lift up this manhole cover (which needs specific tools to lift it) every month to read the meter. Our old meter was just on the wall of our building, so it was absurd to ask office staff to go out and do this every month. They didnt care, they said we can just purchase some tools to be able to left the manhole cover. Then they sent us a letter saying your account has been closed, no explanation. So I rang them and they gave me 'Water Plus' speak and they couldnt tell me why. Later received an email saying a company called Pennon were now our supplier, again no explanation. Only googling does it say the companies are linked. Shocking communication, there was no mention this company was linked to Water Plus so we thought it was a scam. They're just uselss.

   almost 8 months ago
2. Callum Richardson ★☆☆☆☆

   This company have zero respect for data privacy or the impact they have on people. I was never their customer and rented a flat as a private tenant, paying water bills in full and on time to Severn Trent, yet they've spent four years using debt collection agencies and attempting to make me pay a businesses debt from before I even moved in. Before my tenancy the property had been a commercial one and somewhere along the line water plus were owed money. They have tried to tie this debt to me and have ignored correspondence detailing the fact I am not a business and was a private tenant paying water bills to Severn Trent. The period they are trying to charge me for is literally before my tenancy began, yet they are asking me to either contact my council to change the status of the property I never owned or show water bills paid to Severn Trent from before I rented said property. They've now handed my details to a debt collection agency which could impact my credit score, despite the fact it is not my debt and I was never their customer. In fact, I can't see how they obtained my name and email address in the first place, or what legal rights they had to pass this on given it wasn't their data as I was never their customer. I have tried emailing and phoning and asked them to confirm they received my tenancy documents with dates on them and no longer wrongly hold me liable for a debt of over £400 which is not mine. Since I have sent proof of this, they have gone quiet and stopped responding. The whole situation has been disgraceful and four years in, I am still being hounded by debt collectors and ignored by their agents, who seen unable to apply common sense. I'd recommend not trusting this company at all.

   almost 10 months ago
3. Simon Abell ★☆☆☆☆

   Absolutely shameful behaviour from this company. The pub I used to run was supplied by Water Plus, at the end of the lease I informed them that I would no longer be responsible for the property after a certain date and that I would like to close my account. I then received a final invoice stating that my account closed with over £800 credit (so, money owed to me). 4 years later... Yes, FOUR YEARS later... I receive a very threatening email regarding the unpaid amount on my account. Somehow, I don't know how, I don't know why, they've got it in their heads that I now owe them £780 plus a £40 late payment fee. In a reply from an unnamed customer service advisor, they referred back to the final invoice, the same final invoice that very clearly says CREDIT. I won't be paying them a penny of this made up sum.

   almost 10 months ago

1. Ahmet Parlak ★☆☆☆☆

   This has been, without a doubt, the worst experience I’ve ever had with any company. I was overcharged by thousands, and what followed was months of frustration, wasted time, and being passed from one person to another with no accountability. At one point, a so-called manager acknowledged the issue and promised it would be resolved within two weeks. When I followed up, I was told that no such promise was ever made and that everything was fine, completely gaslighting me. After what felt like endless phone calls and hours of my life wasted, they finally admitted to the error and said a refund would be issued. But instead of refunding me, they credited my water account — not what I agreed to. And now they are refusing to return the money to my bank account. I decided to accept the partial refund just to put this nightmare behind me. But they weren’t done. I’ve just been charged again, both via my bank and with money deducted from the credit they gave me effectively charging me twice for the same bill. Here I am, back on the phone, once again trying to clean up their mess. They have the audacity of saying no charge was made to my bank account, The funny thing is they lie so convincingly if I didn't have my bank account in front of me, I might actually believe them. This company has taken my money hostage, wasted my time, and treated me with complete disregard. I’m convinced their strategy is to make things so difficult that customers give up. If you're thinking of signing up with them don’t. Save yourself the stress, the lost hours, and the financial frustration. Do not believe them if they tell you the sky is blue or grass is green.

   almost 11 months ago
2. Phil Dolan ★☆☆☆☆

   Would give zero stars if I could. They have taken a large double payment from me and have lost one of them. Wouldn’t accept screenshots of the payments from online banking and battled me the whole time on the phone. When I made the payment through the automated telephone service that they set me up on, The payment was not accredited on my account and they have no record of where it’s gone. Totally lost my money. Well done.

   1 year ago
3. Nanette Chaplais ★☆☆☆☆

   I pay my bills from Water Plus every month when I do my admin, just before the middle of the month. The bill normally arrives just at the beginning… 2nd or 3rd. Last month on both properties I had a £40 late payment fee, so confused, searched for their T&C’s which we are told we are bound by. No sign on the bill of their payment terms. This month I had a debt collection letter and £170 added to the bill for the privilege. Still not sure of payment terms, but isn’t this daylight robbery? The bill itself this time was £76 and I have never missed a month… Please can you Mr Ellis in your response tell me your payment terms, I am guessing they are standard for everyone. I will them chase up the complaints department to get this fine lifted, but judging by other reviews am not confident that I have the time and energy for what is involved. This is so unfair to impose this kind of time commitment on harmless people’s lives, who are just trying to live within the rules and do the right thing at the right time….

   almost 3 years ago

1. Muddasser (Mayfield Care Home) ★☆☆☆☆

   This company have a tendency of sending out bills to people who don’t have accounts with them. They obviously don’t verify client details upon opening accounts. My business is located 20 miles from the site they supply to. Their client gave them the wrong email address (got my email address off the net). I called them to say please remove my email address from this account as it is not linked. I have no relationship with the address they supply water to. 40 minutes later on the call. Still no resolution. In the end I said:- please note I refuse to pay your bill and send the bill out in post to the address to which you supply. If they don’t pay, please cut off their water supply. Staff are not trained to handle calls in an effective manner. They waste their own and callers time!

   almost 3 years ago
2. Martin Summers ★☆☆☆☆

   DO NOT PUT YOURSELF THROUGH THIS AGRO!! If you have any choice in the matter, DO NOT use this company. They rarely respond to emails, or follow up phone calls when they say they will. You will have to put in a LOT of "customer effort", and even then you won't get very far. I haven't yet spoken to anyone in the company who has taken any accountability whatsoever. I would rather drink muddy drain water than have to deal with this company ever again! EDIT: They have now responded to my review asking me to contact their complaints department to get this resolved...well why didn't I think of that?! In actual fact I have already sent several emails to that team before writing this review, no-one from the "complaints" department did anything about my complaint either...and that's part of WHY I wrote the negative review!!

   almost 3 years ago
3. J M ★☆☆☆☆

   An account was set up for my business not by me I just received a letter telling me that it had been done. I paid my bills on time until July this year when I realised that I actually had two accounts set up by them not me and was paying double. I called up and explained what had happened and one account was closed. I asked if I was getting a refund off the closed account and was told that I would. I received a couple of emails saying it was being dealt with finally this month I received a letter saying I had 3 credit notes equaling £90 to be followed the day after with a £99 bill. After a long phone call the credit notes are for the closed account and cannot be transferred so they will send me a cheque and take off a late payment fee for a non existence bill. I was then informed I would receive a cheque????? In 10 day's but would i like to pay my current bill now. No I'll wait until the cheque arrives and clears. What a joke why send a cheque I will have to pay to pay them in my account it's 2022 why not BACS it?

   almost 3 years ago

1. Nakash Mahmood ★☆☆☆☆

   AVOID! I’d give them 0 stars if I could. They owe my company money due to over payments over the last 2 years. They keep sending me around in circles. The staff have very poor communication. Staff don’t know what they’re on about. Avoid if possible! Rita from customer services is useless, doesn’t know what she’s doing, very bad attitude and not willing to help.

   almost 3 years ago

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