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Review summary
Affinity Water has room for improvement based on customer feedback. Customers particularly appreciate service and professional, though some mention concerns about customer service and communication.
Steve from the Whitfield Dover area of Affinity Water, was quite amazing. He kept me up to date on a leak I reported outside of the village & called again to report to me when work on the repair was in action. Unusually great service in this day & age & good to know water loss is taken seriously. I would say he is a credit to the company, going the extra mile to find a leak in a very difficult environment & Affinity Waters fast action in itself was faultless.
Freya & Giuseppe were both extremely helpful in resolving some serious water issues to my home. Personally I have received amazing service from them both, and I am very happy with how I've been treated, and I do feel, well looked after, as a customer of Affinity Water.
Prolonged hold when I called - wait time repeatedly stated as over half an hour. No call-back option, which most call centres now offer. Gave up and went online. First available appointment for a visit apparently December.
This is very poor service and if your company was not a monopoly you would not be able to retain customers with this level of service.
I got your reply - you say you would like more detail. I would like a meter fitted in a reasonable time - having had a first visit in March, and now having to wait till December for a follow-up is not reasonable or acceptable.
Absolutley useless online payment service, stalls, baulks and then refuses a series of cards - IT system designed and operated by imbeciles.
Total waste of time
Excellent pro active serice, unlike one star service from EE and EDF Affinity Water sent a pleasant highly competent advisor to me to help reduce my water bills. The other two services flatly deny their faults and just put up charges.
I have been a customer of Affinity Water for a year and a half. I experienced a bumpy start, but we soon ironed out the problems.
A bit of slow start in explaining that no, I can not have a water meter but yes, I would like to pay for just my usage. Since then, the customer service has been very good and it helps that they all sound very mature. I am very surprised that Affinity have received such poor ratings on Trust Pilot
With Affinity Water, So far so good.
Poor customer service, will just ignore you rather than answer.
There is apparently a leak on the water pipe into my block of flats which is severely affecting my water supply. Affinity Water advised it is for my managing agents to fix. When I asked for more info i.e. when the leak was reported to the managing agents they stopped answering. Water companies are always trying to claim it's a managing agent issue but I pay a ridulous amount of money for water to Affinity Water. I am paying a frankly scandelous amount of money for water yet I have little to no water in my kitchen and shower every evening and weekend. I work full time so this limits everything and affects my whole life. They refused to consider a reduction in bills despite the fact that I can only do washing up twice a week at most and have to shower elsewhere. They really don't care once they have your money. This has been going on for over 6 months and neither company are responding.
They claim I'm using 144 liters of water a day which is absolute BS. I live on my own I wash up dishes in a bowl of water twice a day and have 2 10 minuit showers a week and quick strip washes where I fill a sink. My water meter reading barely moves all day and I've no leaks and yet they claim I'm using 144 liters . They are taking money they shouldn't. I've called them twice about this and they say don't worry about it or check if I've a leak. They will be hearing from me again until this matter is resolved. How can I use 144 liters a day on average by filling a sink twice. Liars.
Just tried to call to open an account. Lady was pointless an unprofessional. She did not even tried to understand my name, nor even replied properly to any questions I made. She sounded very unknownleageble and should not be yet behind a phone. Unfortunately did not get her name.
I pay more or less the bill but on the phone they insist l pay exactly on time or else we will hound you, and give you a hard time.
These zombies made me and my friend extremely angry. πβΉοΈπβΉοΈπβΉοΈπβΉοΈπβΉοΈπβΉοΈπβΉοΈπ
It is a joke reaching to their CS who ask me to do their job..leak test WHY?
We were away from the country for a month & a half and still get a 3x bill for that period. Please pull up your socks and offer better customer service. The wait time to get a resolution is 4-5weeks rather for you to accept your mistake takes no time. Sh**y Service all the way.
Year ago I was living in a house with a large garden & dog grooming room I am now living in a flat no garden no dog grooming yet my bill has doubled I have called affinity on many occasions & just get call workers who don't give a dam they promise to pass on my concerns but don't affinity have just taken another Β£292 from my account which I never authorised can they do this ? I'm disgusted at how I have been treated &would put them in the same catogory as a scammer
My experience with this company's billing system has left me concerned. It's evident that their system is flawed, leading to numerous customers receiving exceptionally high false bills. While they did refund me some amount after I raised the issue, it's disconcerting that such discrepancies exist in the first place. I've taken matters into my own hands by recording monthly visual meter readings. My intention is to closely compare these readings with the charges on my bills. If discrepancies persist, I am prepared to seek legal advice. It's disheartening to feel compelled to take such measures, as billing should be a straightforward and transparent process. It raises questions about the integrity of their billing practices and whether they may be unintentionally or, in some cases, intentionally overcharging customers. It's disheartening to feel like I'm being pushed into a corner, and I can't help but see it as a form of extortion. While they did address my complaint to some extent, the fact that such issues persist raises
concerns about the reliability and accuracy of their billing system. Customers should not have to resort to legal action to rectify billing discrepancies, and I hope the company takes steps to address these issues promptly.
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