EWT Water
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Vast in increase in water bill
We have had our ewt water softener for a few years now and although the online and phone customer service isn't very efficient we were always satisfied with the service provided by the engineer who did the annual service. That is until our last service in October 2021. We thought everything was OK until we got our water bill for the 6 months from October 2021 to April 22. Apart from a few day's, the same period of time since the service. During that period our average daily water usage has increased from 376 for the same period last year to 577 in the 6 months since the service. We have not done anything different have not had any leaks, but when we checked the water softener we discovered that the engineer had set it to regenerate 4 times in each cycle, which according to the instruction booklet is the recommended setting for a household of 4. There are 2 of us so we always had it set for 2 regenerations each cycle and it's never been changed by previous engineers. We now have a water bill of nearly £200 more than we usually pay and no doubt our electricity bills will have increased as well. I have emailed their customer care and made a formal complaint, but I am not expecting a response. As pensioners we really don't need this extra cost on top of everything else. Update. I have now discovered that EWT have been charging me for what I thought was an annual service for 9 years, when in fact I have been paying for a 'free 7 point efficiency check' and a replacement filter for a drinking water filter that I have never had installed. If the efficiency check is free, then the charge can only be for the filter replacement. They have replied to my email and all they say is that the 'services' were signed for. Of course they were, because we thought that was what they'd done. How were we supposed to know that what they did wasn't a service, we're not engineers. I have asked them to explain if there is a difference between a service and a 'free 7 point efficiency check' and so far no response.