I have a telephone/broadband package from Utility Warehouse with which I am very happy. Dealing with the company is always a stress free and pleasant experience and its staff go out of their way to sort out any problems you may have, even if they are not directly caused by U W equipment or service failure. My package I think is excellent value for money, the more so because both telephone and broadband services are very reliable.
We've had a number of broadband problems because of the age of the line in the street which is BT Openreach's responsibility. Our first point of call is always Utility Warehouse as our supplier, and every time they've been wonderfully helpful, taking the stress and hassle away and getting BT Openreach to sort the problem. When we moved home Utility Warehouse sorted everything, trouble-free. Customer service is always plain speaking and, usually, quick to get through. We're with them for all our utitilies except Water which they don't do yet, and as long as Which Magazine keep putting them number one for customer service and price we'll be staying. Part of the reason they are so remarkable is because our experience with other utility companies has been so poor or disappointing. Can't praise them enough.
Very easy to set up an account...all was well and good until they "adjusted my price plan slightly" which meant it was doubled.
I found another supplier and got my bill through from Utility Warehouse two months later, 60 days after they found out I was leaving, it was a whole 5 x more than my original payment plan. I rang up to be told that when they heard I was leaving they took me off an economy tariff and put me onto another (presumably the most expensive)
I was specifically told this was done because I was leaving, and I'm pretty sure that that is illegal. You can change my tariff for up to 65 days without telling me, which is immoral and infuriating anyway, but you cant penalise me for leaving your company, which is exactly what you did by changing my tariff BECASUE I was leaving. AND I still have a final bill arriving in January, you haven't heard the last from me.
I order my services online, during the application I state NEED NEW PHONE LINE, as the one coming into the house doesn't work correctly, I am an electrical service engineer and have already tested the line!
Nobody listens to anything I have to say and I get an email stating I already have a line so they do not need to send an engineer.
I call them back, trying to correct them but the idiot on the phone REFUSES POINT BLANK TO LISTEN!
Then, my ultra speed internet turns up, only it is not the ultra speed package, it is the basic one.
So now I have the incorrect internet, which won't work anyway because the phone line doesn't work!!!!!!
Stay clear of this company and get a proper phone company. To me, that means Virgin who seem to be the only one capable of giving you what you pay for. Unfortunately they are not in our street :(
I have no doubt there will be some stupid reply from UW if the others are anything to go by. There is simply no excuse!! My order via email states very clearly:
Service: Broadband Ultra
Phone number: New Line
Hi I recently changed my phone, Broadband and mobile phone to Utility Warehouse. It great easy to do, although I did get a charge for leaving BT early they offer to pay up to £200 on the package I had, to help out. My reception on the internet is better and I had infinity with BT. cannot see any difference mobile phone is good to, much clearer we only had a sim card. I also got a cash back card you put money on it before you send (so you cannot spend to much) The great thing is you save each month, plus money back on the cash card, its all on one bill, if you have a problem which I did setting up my broadband only because I had been on infinity before, you speak to an English person who was very helpful.
With out my cash back card I will save £120 a year I think that's great. I will save even more when I add electric and gas.
Andrea Gillett Cheshire
We changed to Utility Warehouse because they offer a really good package of utility benefits. We are staying with them as we have found them to be the most cost-effective supplier of electricity, gas, broadband and home telephone. Their staff are friendly and very helpful, giving clear explanations when queries are raised. We whole-heartedly recommend them to everyone who needs to limit their expenses on utility charges. Whenever there are changes they notify us in good time so we always feel informed about what is happening with our utilities.
Well Shirley and myself think it was the best thing we've done for years by joining Utility Warehouse
With competitive prices, one monthly payment which includes all utilities, one fully-itemised bill which embraces everything, excellent customer and technical services, cash-back card, 'Find me the cheapest' facility (with cash back) for almost anything: I could go on ........... !
Don't hesitate, just join the happy band of clients - Neil
I received an email saying there was a problem with my UW account. I rang to find out more, I was told that there had been a glitch with the December direct debit - I made a card payment over the phone for my electricity and gas. UW rep explained what would happen with the next monthly payment and then took off £7.50 as a gesture of goodwill. Great!
Its so good to get just one bill a month instead of 5.As I have all my services with UW I can budget better and all the the details on the bill are easy to understand,and you can get cashback with the cash back card on lots of suppliers
I joined Utility Warehouse in March last year and have encountered nothing but problems. The switch over was nothing but a headache with one problem after another. Recently I have had problems paying my bill due to taking 12 weeks off work to care for my mother who had terminal lung cancer and was given a max of 12 weeks to live & on top of that my partner was waiting for an operation on his wrist so was in plaster cast and unable to work, I called to explain the situation on at least 5 occasions and I was told my account would be protected, the payment was 3 weeks late but my services were disconnected despite being advised they would nt be, I was left with no broadband & internet for over a week and told I would be charged to have them reconnected. (Our bills have always been paid up until then) My recent bill was a lot more then expected so I called once again to explain that due to the circumstances it would be a little late, my bill was due on the 1st of December and I paid half of it asking for a week or so to settle the rest of the bill and 3 days later all my services have been once again cut off with out warning!!.
All the way through I have been in contact with Utility Warehouse and expected a little bit of understanding and am shocked they would cut off my service for a bill 3 days late even though communication was made. I called customer service to pay my bill and ask why after being told my services would be protected was I cut off and the person I spoke to was rude, kept speaking over me and told me" you cant just call up and pay your bill whenever you feel like it and I should of given them a date when the bill would be settled but I was never asked to provide a date from the previous call.
The customer services has mostly been terrible and I am quite upset I was spoken to like that for a bill that is only 8 days late!!!.
Dealing with them now is just an extra worry I never expected to have and dread the thought of having to stay them!! I would rather pay more money then go through all this hassle!!!!!!
Liz Gilligan found this review useful
Despite giving meter readings frequently, I managed to get in debt and arranged a repayment plan.i made a payment on the phone which cleared and also set up a monthly direct debit at the same time.
I have just recieved an email saying my payment plan has been cancelled and I have to pay in full.After speaking to the debt recovery department it appears I gave the wrong bank details (even though they have taken a successful payment already)
Offered to pay the instalment, which was a day late and re set up the direct debit and was refused!, and not permitted to speak to a manager...absolutely crazy!
Ben Church found this review useful
Never have I dealt with such an unprofessional, expensive, rude and un-cooperative company. Not one visit from their "meter readers", MASSIVELY overinflated meter readings (who knew I lived in such a large, expensive to heat home (£250 estimated bills every month)- I live in a 3 bed detached with good insulation). An unwillingness to compromise and a muppet that has nothing better to do than to try and justify every comment on this website. I am speaking to both ombudsman, CAB and any other that will listen to try and take this pathetic company to task regarding their unfair, unprofessional and downright incompetent existence.
I got a quote stating that I'd save £85 a month and that's exactly what has happened. I was paying £105 every month for electricity with SE and £50 for internet and phone with BT (internet was shocking and had been for months...call centre absolutely unhelpful).
The quote I got was for £15 for phone + £7 for broadband with Utility Warehouse and £60 for electricity. This has absolutely been the case. I send a meter reading pretty much every month and price has not gone up!
I'm effectively now saving around £900 a year, which I think is brilliant.
When we initially had the internet we were having a fair few problems, we then rang the helpline and it got fixed within 10 minutes. Customer service person was brilliant and helpful and we haven't had problems since!
I really like it and would recommend it. Surprised to see some negative reviews.
Where do I start?, Like many on here, the rep came round did his bit, and was given scribblings stating compared to BG I would make a saving, so decided to change elect, gas phone and broadband and become a "gold" member, on the 4tht Nov, got a letter telling me I would save money, and get a rebate of 10% off my energy costs for the year, if not double the difference back, they had a problem with TT on my broadband and put it on hold until I could talk to tt and degrade my broadband from fibre optic to std , apparently they cant do fibre to fibre on TT customers, got onto that and heard nothing more til I got 2 letters on the 29th Nov 13 although both dated 22nd nov, these letters gave me the first sightings of my unit rate (one for value cust, one for gold),. As I am from a financial background I went through them and compared to BG existing price and new tariff, well I was shocked after being told a saving etc I was presented with an increase, I phoned the rep in the morning only for him to return my call in the evening and then asking for the info so he could see-sent an email over before 5pm, he replied saying he would go through it and come back . Sunday evening at 20.13 he replied confirming UW were in fact more expensive, and the 10% discount could not be given as OFGEM had stopped it, it would now be given in "vouchers" not usually much good to man nor beast . I immediately replied to him via email saying I wanted to cancel as not what I had signed up for. he replied Monday 07hrs, saying I would need to contact the office my self,. On phoning, staff polite but nothing could do as past cooling period had ended the day I received the letter 29/11.
I did point out this is not what I had signed up for and they had breached the signed contract, for the guy to say I need to contact BG and say I want to change.
BG get hold of them, I then speak to a different guy, blunt but as least I got answers, was told the goal posts had moved since I had signed, and they can change the contract when ever they liked, I asked about eronious transfer, again to be told could put through but no grounds, surely a breach of signed contracts is enough, I know damn well if I had done this to them they would be creating merry Hell, probably ending up being taken to court. This company does not listen, they promise the earth get you to sign up and then with out telling you change the criteria. The rep even phoned last week trying to get me to take a mobile contract to save a further 2.5% off my energy, but after I asked why would I spend £7 on a contract to saver £4-5 on energy, I don,t think he got that!. now it seems the gold customer status which guaranteed to save money on your existing supplier (from booklet) is not right and they say from the top 6 suppliers, again not what is printed.
Also, the gold tariff does not benefit from "double the difference back" now, again no knowledge of this till today. all in all a lot of rubbish. If you use them BEWARE
get it in writing (printed letter) before signing although this is worthless as they can change their contracts without notice
Can,t wait to change back even though my change does not go live till the 15/12/13.
My ONLY gripe is that I usually have to wait about 5 minutes for them to answer the phone if I want to contact them. However, unlike other companies, they let you know how long you have to wait, and so far have been accurate each time (3 or 4 times). Customer service is excellent; they treat you like a person, listen to you, and are keen to help solve your problem (rather than tell you at length why it can't be solved!)
They've also had the revolutionary idea of sending you bills every month with all utilities on one bill, clearly set out and explained, in a form even I can understand. So you can keep track of exactly what you're spending, and on what. Full marks for that.
As well as being very reasonable price wise, they were extremely helpful when like many people these days I ran into financial trouble. Utility Warehouse organized a repayment plan that I could afford and took a weight off of my shoulders and I don't think I would change to another supplier now.
I'd like to make it plain that if people are confused about the energy tariffs offered by their energy supplier, they should consider seriously a switch to Utility Warehouse who guarantee that their rates will always be below the big six. That is an immediate and obvious saving from UW but there are others because this supplier can provide all the household utilities including even mobile phones.
Please see my summary statement: I have nothing to add.
We have been members of the Utility Warehouse for ten years now and can honestly say that we have never had a problem with the service received. The only utility we do not get via 'UW Club' is water, and any clarifications/concerns have been resolved either on line or phone. We would not hesitate to recommend Utility Warehouse to others. Note that our services include Solar electricity feed-in tariff, and are all included in one detailed monthly bill, paid by direct debit. What could be more convenient!
As a customer of this not so great company I recently received an extra bill, slipped into my normal monthly bill. This bill was to the tune of £2200. The bill was from an address I have not lived at for 16 months and the amount is an apparent under charging of us for a period of 9 months. 9 months to accrue such an amount in a 2 bed bungalow with two adults and no gas, as its gas oil only. When challenged about the bill I was advised that this would be looked into and contacted in due course. This contact happened, by way of a threatening letter to add a note on our credit file oh and the mobile phone we used from them was cut off at this point. When I called them I waited for a total of 40 minutes after passed from pillar to post. When I finally spoke to a human the next day I was advsied that they had conducted their investigation and the update was left via voicemail!!! When challenged about the update and how poor this was I asked to have some evidence of how this bill was accrued and in the first place and that i would appreciate a call. I was told that I had given the reading and if I wanted any evidence of the bill or the reading it would cost me £10 end of. I have never said I would not pay as we are currently up to date and always have been. I was informed that no surpervisor was present and advised that supervisor would be in touch within 48 hours. Four days later I callled them having received another letter but no call stating that we still had not payed this bill. It noted that if I believed there was a mistake then to contact them...........! Unbelievable!!!!. I called them again to be told the same thing, I gave the reading bla bla and a supervisor would be in touch within 48 hours. I asked to speak to one and when told that they would see if one was free I said to the person on the phone that I bet one would not be free. Shock horror, no one was free to talk. I asked the opinion of the guy on the phone as to why the bill had taken so long to come and he said because the reading was so high the system surpressed it. Can you honestly believe such an inept thing is currently working for the best interests of its customers. Anyway, the 48 hours cam and went two days ago but I did get another letter. This one was lovely. It stated that if I did not clear my debt in the next 7 days they (THIS WAS IN BOLD) will obtain a warrant and install prepayment meters bla bla waffle waffle. I sent them an email asking why I had not been contacted and why the hard line approach when all I have done is submit a reasonable request. This request being, why has a bill taken 16 months to be calculated and why was I not informed in a decent manner. I have still not be contacted by this band of muppets. I have no words to describe my treatment at the hands of the so called 'five star rated company'. Bunch of unprofessional ignorant morons that treat hardworking people who pay their bills with distain if they have the nerve to question an amount that is absolutely rediculous. To all that read this go elsewhere they are not interested in saving you money at all, its one big trap and the budget plan is key to stitching you up. Your bills go up and up and up and the bill itself is impossible to make sense of. STAY AWAY!!!!!!!!!!!!!!!!
Now Being Taken To Court
I was recommended this company by friend and thought why not if I can save money so there rep came round and to see us at our home and went through his sales pitch and gave us a estimate on how much it would cost and how we could save money with the cash back card.
Cash Back Card Review.
They were claiming that I could save and could being the operative work 10-20% of what I spend on the card this might be true for some people but I bet it is a virtually !!UN-obtainable Amount!!
The Cash back Card (cash back against your bills for spending on a pre pay credit card)
Returned us on average £5-6 on a spend of £200.00 which works out at about 3% of what you spend BUT you have to pay £1.50 a month for the card so it actually works out at about we got back on a average with 2.5% cash back about £4.20 not much of a saving as one of the other supply company’s will give you more that that off for just setting up a DIRECT DEBIT.
The prices were much more that I was paying on average per month we used to pay £90.00 in the summer and £120.00 in the summer and £120 in the winter combined.
Utility Warehouse Pricing Review.
We Paid a random amount each month which did not reflect how much we had used. One month it would be £70.00 the next it would be £200.00 no matter what time of the year it was.
We never revived a written bill just a email saying a fee for the month and a link to log to a website no actual copy was sent to us ever.
The bills which were explained as being simple to understand they most certainly are not they have different fees broken up over 4 pages.
You will never revive a reminder if a payment is missed. If you miss a payment the amount will not be added to your next bill. So you Will have no idea that have even missed a payment if you are like me and only check if you are informed of a issue.
After missing a payment 3 months later I get a call on my way home from work from a collections department. I asked why they are contacting me they say I have missed a payment so I say how much and what month was it from they could not tell what month it was from as they did not know. Now I ask would you give some company that calls you money that cant tell you the details??
I am suspicious so did not pay I said find out what month and I will check it they did not call me back so I call utility warehouse the next day to check it was not a scan they confirmed there was a outstanding balance so I asked them to send me details on how I could pay they sent me bank details via email I transferred the amount.
Two months later I get a call from the agency again saying I have not paid them I provided them sort code, account no, amount, and date of transfer and asked them to confirm they had the payment again they did not call me back.
Then I receive a letter saying they are taking me to court for the amount as they cant find the payment I only found this out as they tried to bill me for £600 this month with no missed payment letters, no call backs from the collection agency, No offer of a payment plan.
I am still fighting this now save yourself the stress of dealing with this incompetent company and go else ware for your energy.
This company is based on a tier system which works a bit like this one person recruits more and they all sell products so the people at the bottom get a small portion of profit and the person a the top gets more and so on.
With some clever marketing they have found a way of making you jump through hoops to earn a small discount on your bills attractive when effect what is happening is they are using you to make them money. They do this by making it attractive to shop through there clubhouse which earns money for referrals to there products.
In my opinion it is far easier to just shop else-ware and take advantage of simpler deals which don’t take up your you time.
Ben Church found this review useful
Perhaps fortunately I do not actually have a contract with this Company but inherited them as the existing suppliers when I purchased a house. The previous person must have been billed monthly and I wanted to switch to quarerly - which they wanted me to pay £100 for the priviledge of ( I have always paid my bills quarterly without any such charge elsewhere). So I declined a contract with them and said I would be switching, but as we all know that takes several weeks.
In the meantime I have had three bills. The first one was not based on my initial reading of the electric meter, so I patiently awaited an amended bill, but instead the next month got another for the original amount plus an estimated guess for the next month, which was also wrong. So I phoned them up and after much wasted breath, the chap gave me an amended amount to pay. In the course of the discussion i gathered I had been charged £6 for not paying the original bill, so I had to insist they refund that as they had not sent me an amended bill.
Next, I find this months bill is for all of the "arrears" that were wrong in the first instance added to another estimated bill for the current month. So I will now have to phone up to get an amount that reflects the origianl amendment minus the payment I have already made and with the correct usage figures. What I have worked out is that this Company snowballs the money you "owe" them, and because they are billing monthly regardless of what happens in the interim ( meter reading corrections and payments and other adjustments) they just keep rolling it forward.
I'm also concerned about the way they present the bill which is very confusing as they estimate on a weekly basis ( and I have two tariffs as I have economy 7) so there are 8 estimated readings a month to consider. My other half works in a bank and says it is clearly a strategy to mask their crooked acccounting in the hope no-one will notice or be able to keep track. I have also been emailed two new tariffs in the space of two and a half months!
I'm hoping to be rid of them by the end of the month, and can sleep just about since I know I am not contractually bound to them. My advice is to keep every bit of paper they send you as you will probably be making a complaint to the Ombudsman.
Ben Church found this review useful
Don't ever use this company be very aware ! They make you believe that your bills will be cheaper but in reality they are much higher. Was miss sold on so many accounts, customer service is absolutely shocking, complained four times before getting a response to then have a rude lady who wasn't interested in what I had to say, this company has made my life hell I would stay well clear !!!
When we joined utilitie warehouse in 2012 I was away working so my other half sorted it out I rung home to see how things were in our new home and she told me that they had stuck us on a low tariff of about 12 pounds a month which we both agreed was low because of us have a large family ( us and our four children) the direct debits came from my other halfs account every month without a problem yet the tariff was playing on her mind so she rang them an said that she thought we were paying too little for the size of our family so the person on phone said they would raise the tariff to 19 pounds the direct debits were being paid every month until April 2013 when the direct debit had not cleared which we didn't know why when available funds were in my other halfs account. We soon had a letter from the company stating that we owed 800 pounds in electric so my other rang up and started a new direct debit only to be made to feel like crap from the snobby customer service rep on the other end of the phone we repeatedly had the direct debits stopped and utility warehouse constantly accused us on the phone of having no money in our account and speaking to us in such a manner which was unacceptable one rep even told my other half "to be quiet because he was talking" luckily we left the property in August this year which I told the company who at this point had past the "debt" onto their company utility management services I sent our new address along with photos of our last reading by email, we received and email saying they had received our documents and they would be in touch within 5 working days, nothing came infact a week later I rung them and asked what was happening with my final bill they said they had not recieved the email and tried saying I had typed the incorrect email in until I reeled of the email I had sent I.e time and date and also the email they had sent me I read out also they asked me to resend the email which I did and received the same automated email of receiving my email and that they would be in touch.
I waited again and heard nothing only to receive a email from a rep asking who I was and they couldn't locate my account so I rang them yet again the gentleman on the phone informed me that I had also got to send in the new contract of the house we had just moved into including the agreement that we had left the old house aswell ( both houses were and are rented ) which I did and I waited again.i waited and final received a email saying that they had closed my account and that my final bill would be sent.
I thought nothing more and waited so I could get the bill and set up a direct debit,I waited and have received nothing only a letter sent in October saying I had not paid Octobers bill and that the account owed now was 1440 and not 800 I rung my bank ( natwest ) and asked them for the dates we had paid the utility warehouse to understand how this bill ( which is only for electric had got out of hand ) thank god I rung them as the lady on the phone told me that all the payments had come out until April when they had tried to remove from my other halfs bank account 725.25 and that after that every time the money had not left our account was down to the utility warehouse given the same reference number and this stoping the payments coming out which we had been blamed for having insufficient funds yet all this time we had the money to pay the monthly bill the women at natwest said they would be happy to write us a letter saying how utility warehouse had messed up and we were not to blame. So with this info I rung them and asked why I had not received my final bill even though we had left the old property in August and had not taken utility warehouse with us and also why the bill had jumped from 840 pounds to 1440 in 2 months when weren't in the property, the response I got was legal charges one charge alone of 340 pounds ( at this point let me say there had been no court action only a letter saying they would take action if we didn't pay) I protested that they had messed up with the direct debits and I could get a letter of proof from my bank the rep on the phone said basically I was lying and that I had to pay the bill and the fact that I had moved out and waiting for the final bill which I am yet to recieve ( as I write this it is the 19th of November 2013 ) I am taking legal advice now from a solicitor aswell as citizens advice I will never use this horrible company ever again and I have told everyone I know not to use them yes I owe money I do not dispute that but charges added that is due because of their incompetence and the attitude from their staff is outrageous I really hope they go bust
I was talked in to trying Utility Warehose by a friend who was an agent for them, and who earned ongoing commission from me when he signed me up. I am disgusted with their money grabbing tactics. I started a dispute with them, when my mobile broadband ran up a bill of almost £1000. They were not the least bit interested in discussing the problem, so I cancelled my direct debit while I issued a County court summons against them. But then, like a thief in the night, they had my debit card details and took the money any way they could and took the money off my debit card. They said it was in their terms and conditions even though i had started a dispute. I would noy toch them with a cast iron barge pole. I would get my landline from a landline company, my mobile from a mobile company and my power from a power company. Then if you have a dispute, which is extremely easy with them, they do not have you by the balls. Avoid at all cost CP
Not that cheap and largely sold on the multi-level marketing part time job ploy. I am sure it works for some people but unless you're prepared to shop at certain shops and have a salesman swagger to you then you're paying more . That's all I and most care about, really. Bottom line figures.
Oversold. No better than any other supplier.
Ben Church found this review useful
I have been with UW since 2009 and have mostly been impressed with the service etc that I have received.
However, I have recently been informed of changes to services and prices which intially seemed reasonable until I looked closely at the service charge.
I am currently paying a service charge of £2.50 per month for my electricity and .£1.40 per month for my gas. As from December 2103, I will be on 'value energy tarriff' and my standard charge will go up to around £5.66 per month (£0.18877 per day) and around £5.40 per month (£0.18014) . This increase is far larger than the 6.9% boasted about in my letter and means that I will be paying about £131 per year which gets overlooked if comparison sites are just focusing on pence per kWh.
I find it hard to believe that using standing charges is allowed as it makes comparisons with other companies very difficult.
Before UW we would dread the day the bill came through the door. The old saying "No news is good news" was common place in our house. We always managed to pay our bill (See how I emphasize on 'managed'!) But it came at a price! Our family time would suffer as a direct result. In order to have more surplus money after excess bills, we would have to work more hours. What a vicious cycle that becomes. For years it went on like this! One day my very impulsive wife offered to meet with a Utility Warehouse distributor and discuss how our lives could be made better. You can imagine the sceptical, hard working engineer in me thought of that! The day of the appointment came and a lovely lady entered our house. Full of confidence. After the amazing presentation was given I then realised why this lady was so confident. Her in depth knowledge of everything Utility Warehouse had to offer was limitless. Every question I threw at her was calmly and exact in response, I knew then that I was dealing with a company that had standards of practice and knew how to train their distributors well. For this distributor had now been detained in my house for over four hours, filled with tea and biscuits and still keeping her cool. She had gained our trust and so we joined up with Five utilities and an amazing cash back card. We now receive very small bills. What would be a good £180 utility bill in the past, was no more! Thanks to their amazing tariffs and outstanding benefits we now look at bills that no longer feel threatening! We have now been very happy customers for over 8 months and as long as their is power running through our house, it will be supplied by Utility warehouse :)
I joined UW and acquired there month by month sim on the Value Max plan, first of all when I activated the sim I wasn't able to make call's and the automated service on 150 told me top up, basically they sent me a pay as you go sim card and expected me to pay £19 a month for it. I contacted UW Customer Service, they said they will send me a new sim card, nothing came. Unfortunately, I have been dealing with serious health problems and have been abroad for treatment, when I came back UW charged we £25 per month for a sim card that was pay as you go and I didn't make any calls.
I then called UW Customer Service team and I spoke to a guy called Lee, who looked in to the matter and said he will refund me £40 and I will not get charged for the October's Bill, which I was pleased about and to be honest, he did provide a high standard service, but this was too good to be true. Because of the high quality I received from Lee, I decided to Upgrade to there 24 month contract and get a knew phone (Samsung Note 3) . It took a while but I got my phone on the 1st of November 13. I was looking forward to my new phone but when I had opened it, there was no battery for the phone, I checked the entire package and there was Battery at all.
I then called up UW Customer Service team and spoke to a guy called Ibrahim and I informed him of the situation, he said we will call the people at the Ware House and find out if we can replace the phone, he got back to me and told me that they were out of stock, but they were happy to pick up the phone sent to me, but not replace it with another as they were out of stock, I was annoyed about this, I asked him to put me through to manager, he said no one was free at the moment but he will get some on to call back on the 1/11/13, which was the same day. I said okay, please make sure someone does call me back and he promised some one will call me. 4 days had passed and no one called me at all.
I then call back from my landline as there was a problem calling 150 on the UW sim card I had, the automated services said there was some problem and to call back later. When I finally got through to UW Customer Service team from my landline after waiting 20 minutes, I spoke to lady and informed her again of the situation and told her no one called me back on the 1/11/13, and could she get some one to call me back and I provided a number to her. She said that someone call 'Sean' had called on that same day and she will ask him to call me back on the number provided but no one called back. this was on the 5/11/13
Then on the 6th of November, I thought Ill check with my bank if UW had refunded me the £40 and no they didnt and they charged me for the Octobers bill having been told they would not.
On the same day, I decided to write a Complaint via email regarding the whole situation and asked for a Manager to call me back. 2 days later I get a email from Lee asking me when would it be the best time to for him to call me, as he see's (apparently) attempts to call me have been made. No calls expect the one mentioned had ever been made to me.
After the 8/11/13, I have been in and out of hospital dealing with my health problems which is my main priority at the moment. I had tried to UW via 150 a number of times, but there problems again with there lines and then I email Lee back on the the 13/11/13 asking him to call me back on that day but no one called, so I decided to try again and call 150 after 15 minutes, I got through and I spoke to Kamini and I explain the situation and ask her to put me through to a Manager or a Team leader, first she said she will arrange a call back but I has adamant to get this matter resolved and after 28 minutes awaiting on hold I get put through to Victor.
I explained the situation to him, he looked at the notes on his computer and was trying his best to help me after being passed from pillar to post. He told me that Lee had called me on the day the email was sent but in the email there was no mention of Lee calling me or would call me on the day. The email sent to me,
THE EMAIL FROM LEE AT UW:
Thanks you for your email.
I am very sorry to learn of the issues you have faced since we last spoke.
Please can you advise a convenient time for me to call so that we can discuss your account and try to resolve these issues.
I can see we have made a number of attempts to reach you and we would really like to speak to you if possible.
If you respond please mark you email as urgent for the attention of Lee Walker.
Victor also mentioned that if UW were going to credit me it would be via UW account and not my bank even though I got told I will get a refund via my Bank and not be charged for the Octobers bill. Even tho Victor dealt with me for the first time, he tried his best to resolve the matter, I explained that a simple exchange of the phone from the start would have resolved the matter there and then, instead the matter had gone further because lies were told me, like I would get a refund or UW dont have the Samsung Note 3 in stock, even though Victor said the do have them in stock and Online it stated it was in stock or getting told that some one would call me back but no did and when they did it was 4 days later and when I called back to get some one to call me back, no one did.
Victor then said he will call The Ware House manager to see what there policy was regarding this matter about missing battery, after 20 minutes Victor called me back and said that there was 2 options, you give UW the phone and they will look in to it but would not replace it or you can terminate your contract and as a gesture of good will, UW will pay for the post. I told Victor paying for the post is NOT a gesture of good will and if you cannot replace the phone then I will Terminate my contract as I was still in my 14 days cooling off period. Victor then kindly wrote an email to confirm the termination. He also mentioned that the terms and conditions had been sent to me in the phone package and I had explained nothing had been sent, he then told me that he will arrange for the T&M's to be sent to me via email even though I was going to terminate my contract but I agreed to it, so I could look in to it.
I did say to Victor that If I terminated my contract, I could just call up and get a new contract and a new phone would be sent out to me, he said because I had put a complaint, the sales team may or may not give me a new contract but he would look in to that.
(So If you put a complaint it to UW, you are likely to be Discriminated by them too, they may not give you a new contract because one puts in a complaint, Brilliant Service,)
Today, its the 14/11/13 and my contract should have been Terminated because thats the only option I had as they would not replace my phone and I called up to find out why it has not been terminated, after waiting 26 minutes a guy called Dan answers, I explained that my contract should ended and he said well, if you do Terminate your contract, I am liable to pay £500 odd pounds for the rest of the 24 month contract, but worst of it, he was arrogant man and said that Victor will call me back as Victor is the advisor who is dealing with the matter and he will get Victor the (advisor) not Manager or Team leader to call me back. I got told Victor was a Team leader by Kamini. (More lies)
I am now looking to take UW to small claims court, for the distress and pain I have been through and the calls I have made via my Landline, because it is distressful when you have serious health problem and treatments to be worried about instead of a UW and there Customer Services team who, who DO NOT know how to resolve a simple problem and there managers who don't call Customers back and UW dont have a proper Complains policies in place instead after you email them they sent you a Satisfaction Survey.
I will be making sure that this Company who lie and cheat there customers is dealt with the Law. If anyone else has had similar problems take the matter further, either Small Claims Court, Press or Media like Watchdog. Dont let them get away it..
I have been a customer of Utility Warehouse for over a year and in that time whenever I have not supplied gas and electricity meter readings they have made wild overestimates of my consumption significantly increasing the price of my bill. Each time this has happened I have had to phone up, suspend my direct debit and wait until the next month for an adjusted bill to be issued. The cost of these calls from a mobile have also been significant.
When I eventually moved house and was able to close my Utility Warehouse account, I received a bill with both substantial overestimates and bogus meter readings on the same day as the estimate. These appeared on the bill as "Meter reader's Meter readings" and were higher than both the estimates and the readings that I had taken myself on the same day. I can only assume that these had been automatically generated by Utility Warehouse to further increase the cost of the bill for unwitting customers.
I’ve been a customer of The Utility Warehouse for just over 2 years, and with all the news of massive energy increases I am so glad I became a customer.
Whilst my utility bills are defiantly lower than before, that really is just one small aspect of why I switched to them. The UK based call centre is a massive benefit, although to be honest I’ve never had the need to call them. All of my utilities being charged on just one bill is fantastic, and it’s easy to read, easy to understand and everything is itemised.
One of the big advantages of becoming a customer of The Utility Warehouse is their Cash back card, which really does give me cash back every month. Every time I fill my car up with fuel at Sainsbury’s, I get cash back. Every time I do my day to day shopping at places like Marks and Spencer’s, B&Q, Homebase, the list goes on, they all pay a percentage off my utility bill, which normally amounts to £30.00 per month, which is my home phone, my Broadband and about half of my mobile phone paid for every month.
Becoming a customer has been a great experience, and I pay less for my utilities compared to the bigger energy and telephone companies. Only this week I received a letter from them informing me my gas and electric would be going up. To be honest I was expecting an increase, and I was delighted to read the small increase was significantly less than the news has been reporting the other big 6 companies would be putting their prices up by.
It’s a win win!
What is going on with the company?? I have phone, gas, electricity and line rental with them and I can't get through to them. The 0800 number is intermittently down (hilarious since they are a telecoms company) and I have waited 9 minutes today to speak to someone!!! When I was sold this service a few years ago I was told 8 seconds. What a joke. Don't bother I wish I hadn't
We joined 7 months ago moving our energy, broadband/phone and mobile to them. We'd never heard of them until a friend mentioned that they had made some good savings by switching. We found out that there were no contracts so decided to give it a run for 3 months. Result? we could probably get a keener online energy rate but the combined savings across the other 3 services more than make up the difference. What swings it for us is the combination of their cashback card and their online shopping. There are 6 of us and we spend about £1000 a month across food, fuel clothes etc. This gets us about £50 a month off our bill (and yes, it is only one bill) some of it is through walk in shopping and osme online. £600 a year for doing what we'd be doing anyway. This is the clincher for us.
The wait times have gone up on their customer services number which can be frustrating when you're in a rush. They used to be very short. But nothing like as long as we had with BT and Britsh Gas before.
When we get through, the staff are always really friendly.
I just hope they get TV soon , and water, and oil........
We're impressed and most of our family are with them now.
I became a customer last year having got fed up of E-on, Scottish Energy, British Gas etc. and will be sticking with them.
Their rates for gas and electric are NOT the cheapest compared to various fixed deals out there however you can reduce your bills very significantly if you work with them and shop smart. My previous bills always were on the £150 mark for gas and electric and with Utility Warehouse they were going to be £155. So why did I switch?
Firstly I wanted less paperwork, just one bill. So first I have changed my gas & electric. Now I have switched my mobile and I'm in the process of doing my wife's mobile. When my BT Infinity contract runs out, I will change phone and broadband. I just wish they would do water as well and maybe TV...
So my Utility Warehouse will gradually climb up to around the £250ish mark. I expect that and plan for it. I could probably do better with the special deals you can get from price comparison websites and so on however I hate doing that yearly trawling around. The time it takes me costs me money where I could do better things in my life. Here is how it becomes a lot cheaper...
I use one of their pre-paid cash back Mastercards religiously. Every month I transfer my £750 grocery and general spending money to it. Cost 35p. However, on an average cashback of 5% I get £37.50 off my bill. I also use their club shopping facility which can either double-whammy that if they are a cashback "partner" or if not I get online "club" shopping cashback as well. They even have a search engine called "find me the cheapest" which is very efficient and through a year of using it I now trust it completely to do just that. It comes up with all results whether you get cashback or not, and if it is an item with cashback it tells you the upfront cost and then after cashback.
Two months stick it in my year with Utility Warehouse. January with a £2.38 bill because of all the Christmas shopping in December and April where I paid for a very expensive holiday and got a -£124.57 bill. I rang up customer services over this as I could not understand how they could get a -£x amount and they assured me the bill was correct and all that would happen is that it would go into my bank. It did.
Another nice reward was that I referred a friend to my distributor and as he took all the services I get a little thank you on my bill each month as a percentage of what he has spent... I just wish he would spend more!
My experience has been brilliant so far. Any big company (and I qualify Utility Warehouse as big) will have hiccups here and there and I accept that having worked in a big company myself.
We have been customers of Utility Warehouse for two years and have been very impressed with the overall package. They are reasonably priced and the more services you take the larger the discount. They have recently re-worked their packages such that if you take five services (gas, electricity, phone, broadband and mobile) you get extra discounts off your energy. In this day and age that’s a good move as every penny counts! Their cash-back card allows you to increase that even more by shopping in store or online. Last year we did all of our Christmas shopping using the card and didn’t pay for any gas until February!
But for me the real thing that sets this company aside is the customer service. We have a smartphone as part of our package which my partner’s 13-year old daughter uses and as anyone with a teenager will know, this device is more important than life itself! So when it broke down it was a complete calamity. We phoned up customer services in London, expecting an hour’s wait as this was the morning of the great storm, with no public transport running anywhere South of Birmingham but our call was answered in 15 seconds. Within less than five minutes the issue was resolved and the next morning a courier arrived to take the old handset away for repair and brought a temporary handset to replace it. Most of that 5 minutes was spent discussing the weather and the customer service agent telling me how she had walked and hitched lifts that morning so she could get into work! I don’t believe there is another company in this sector that offers such, friendly, prompt and efficient service and I am comparing to some of the experiences I have had in the past with other operators!
There are also generally no contracts with this company so we are not tied in for years so in my humble opinion you have nothing to lose by giving them a try.
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