They have fantastic customer service
They have fantastic customer service. Over the years I have been with the company, they have always attempted to give me a great price on my bills.
4.3
Great
192 reviews
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💬Hasn't replied to negative reviews
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Review summary
Pure Utilities receives consistently positive reviews. Customers particularly appreciate service and professional, though some mention concerns about customer service and communication.
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Based on reviews, created with AISee what reviewers are saying
The worse water company ever
The worse water company ever… price is high and no customer service and support, what they wanted is take your money…
Customer Service request
Great service while I was a customer and efficient customer service processes. My request has been handled in one day
Spoke to accounts assistant Samantha…
Spoke to accounts assistant Samantha this morning regarding my new account. She gave clear and concise information about the concerns I had and was very polite and helpful. Great quality clear and easy to understand phone call.
Company details
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Contact info
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Website
www.pureutilities.co.uk
All reviews
192 total • Write a review
Showing 131 - 140 of 188 reviews
L
Louise
US
Very polite, efficient customer service
Callum Mcarthy and Debbie were very helpful and efficient. It was so nice to talk to someone easily on the phone and email and for them to be polite and helpful. They sorted a new cheaper contract for my water supply and it was all very stress free. They tried to put a meter in but wasn’t possible. Still think I’m paying too much for water for a small flat that is often empty but at least the service was nice!! Many thanks, Louise
Date of experience: May 11, 2023
NC
Excellent service - prompt response!
Excellent service from the accounts department. Prompt response was made to my emails. Special thanks to Peter Walczak who went over and beyond to give excellent service. Keep up the good work Peter!
Date of experience: April 27, 2023
LF
Genuinely shocking experience with Pure Utilities
Genuinely shocking experience with Pure Utilities. Not recommended in any circumstances. Apparently I was made subject to a deemed contract for a holiday let property. No communication was ever received - despite me confirming the correct contact details - until debt was allegedly owed. No invoice has ever been received. They accept that on their own case I am not now a customer, yet continue to send notices for allegedly overdue invoices (never the actual invoices!) and debt recovery charges, and even instructed Shoosmiths to send a letter threatening to cut off the water supply for a property in respect of which they accept another water company is the supplier. They have acted in breach of s5A of the Commercial Debts (Interest) Act 1998; they have no debt that can lawfully be pursued within s4 of the same Act; and they have acted in breach of WICS' requirements under their licence; yet still they persist. They have ignored my request to send me proof of the alleged debt, how it was calculated, and any invoices, and just continue to harass for the alleged debt.
Date of experience: April 21, 2023
MM
A big help bearing with me until matters resolved.
A very helpful company when I had some difficulty resolving conflicting advice I had received about registering a water supply for a holiday caravan. Particular thanks to Debbie Harrop who showed great patience and understanding over a number of emails back and forth until we were able to finally resolve matters.
Date of experience: April 12, 2023
GB
Gregg Bryce
US
The team dealt with an issue in a very…
The team dealt with an issue in a very professional manner. They showed patience and went out their way to work to a conclusion that suited all parties. This relates to a mistake from another supplier and I was happy to transfer all water water supplies to this company as a result.
Date of experience: March 16, 2023
p
peter
US
rent a property that has no water or…
rent a property store that has no water or drainage phoned fife council about there demands for money was told they had never heard of them been in here for years all of a sudden started getting bills for £3 nobody at fife council has heard of them told me that business stream is legit i did phone pure utilities once telling them there was no water here i have never had a contract with them now getting threatning letters and lawyers letters lol a joke of a company it seems edited the standard reply why should i engage with a scam company as stated above
Date of experience: March 9, 2023
S
Scott
US
Despicable Company - Avoid at all costs
I own a small business in Scotland and up until the end of September last year was in a yard which has Scottish Water Business Stream as my Water and Drainage provider. Then from no where I start receiving letters and emails from Pure Utilities stating that they are my water and drainage provider and that I owe them a monthly payment for this service. I had never contacted them or knew anything about them. I checked with Scottish Water and they confirmed that I was still their customer and that there must be an admin error. I replied to Pure Utilities advising them that they had made a mistake and that I was a customer of Scottish Water Business stream. I sent them a copy of a screen shot showing my account with Scottish Water. They have continued to harass me with letters demanding payment. They then tried to suggest that a shipping container I used in my yard had a water and drainage connection. I sent a photo of the inside and outside of the container to show that it did not. Despite this they have continued to send letter and demands. Due to the growth of my business I needed a larger site and moved out at the end of September 2022. I informed Scottish Water and got a new water and drainage provider of his site. However, Pure Utilities and still sending me demands for monthly payments for my last address and for the container which I sold in September before moving. They are a despicable company without any sense and the type of company that gives genuine water providers a bad name. They fit the profile of a scamming organisation, demanding monies with the threat of debt collecting agencies. Do not do business with this company, if I could give them zero out of five I would have. In response to the reply to from Pure Utilities... I did submit all the information to your customer services section and they completely ignored everything, the fact we already had a water and drainage provider, the fact that the container didn't have a water or drainage supply, the fact I had actually moved out of that premises for which you are still billing me for. Your aim is to harass and use the power given to you by a Water Authority to force people and companies into paying you for a service you didn't provide and that's what makes you a despicable company. The only reason you are trying to be reasonable now is because its on this public forum and your trying to act like a compassionate and caring organisation, but if you look at the response to everyone else that's posted negative comments, its the same rubbish response 'We'll look into this' 'need more information', 'not what we want for our customers' but I'm not your customer and never was and never will be!
Date of experience: March 8, 2023
L
Liz
US
Only gave 1 star as zero stars was not…
Only gave 1 star as zero stars was not an option. Been continually getting bills and debt letters for a property the Charity I deal with no connection with. Tried to deal with it by telephone and got no where then yesterday I received a lawyer letter. They set up a 'deemed' contract, failed to arrange for a meter to be fitted probably so they can charge more and even though they have been informed the charity is not the ratepayer continue to send letters and bills to them. Joke of a company, anyone on a deemed contract or thinking of joining them do yourself a favour and find another supplier as they are one of the most incompetent companies I have ever had the misfortune of dealing with.
Date of experience: February 14, 2023
CB
Pure Utilities
After a very rocky start, once things became a bit clearer, couldn't praise the staff enough. Many thanks to Tina for helping me through setting up our account.
Date of experience: February 10, 2023
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