Aqua Systems

Initial Business Response / [redacted] (1000, 11, 2015/11/30) */ This customer has been a long time customer of our productsShe called questioning the amount of money she owed for water delivered to her homeI went through each of the or transactions (invoices and payments) with her over the phone She agreed with each invoice concerning the number of bottles dropped off and picked up; however, she did not agree with the overall totalI went through it several more times and we could not come to an agreementShe finally said she would pay the total, but was not happyI told her I appreciated her business but unless I can find a discrepancy in billing, there is nothing for me to changeShe said okShe was not happy with the response and was going to file a complaintI called her back today and spoke with herShe is happy with the product and is continuing service with usI told her I would comp a couple bottles to her, no charge, to make up for the confusionShe said that was not necessary and considered it in the pastWe will comp a couple bottles on her next delivery this next month [redacted] Aqua Systems St Louis Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Actually, the response 11/20/from Mr [redacted] is accurateWhen I indicated 'yes', I was instructed this response would not be included in this fileI did indicate this event was in the pastOur arrangement has been empty bottles replaced by new/full bottlesOn one occasion the driver was unable to pick up the empties due to our not being homeFortunately, he, knowing us and our situation, left a small deliveryThe following month all was again equalAdditionally, in this same time frame, our regular order was not available, due to issues from the companyWe accommodated this changeThe result of all of this was a series of questions, as to our payments and we were in arrearsWe were not and were not happy with the accusationsAgain, we will continue to enjoy Mountain Valley Water and hope this event is finished and will not occur in the future

Initial Business Response /* (1000, 11, 2015/11/30) */
This customer has been a long time customer of our products. She called questioning the amount of money she owed for water delivered to her home. I went through each of the 3 or 4 transactions (invoices and payments) with her over the phone....

She agreed with each invoice concerning the number of bottles dropped off and picked up; however, she did not agree with the overall total. I went through it several more times and we could not come to an agreement. She finally said she would pay the total, but was not happy. I told her I appreciated her business but unless I can find a discrepancy in billing, there is nothing for me to change. She said ok. She was not happy with the response and was going to file a complaint. I called her back today and spoke with her. She is happy with the product and is continuing service with us. I told her I would comp a couple bottles to her, no charge, to make up for the confusion. She said that was not necessary and considered it in the past. We will comp a couple bottles on her next delivery this next month.
[redacted]
Aqua Systems
St Louis
Initial Consumer Rebuttal /* (3000, 13, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Actually, the response 11/20/15 from Mr. [redacted] is accurate. When I indicated 'yes', I was instructed this response would not be included in this file. I did indicate this event was in the past. Our arrangement has been empty bottles replaced by new/full bottles. On one occasion the driver was unable to pick up the empties due to our not being home. Fortunately, he, knowing us and our situation, left a small delivery. The following month all was again equal. Additionally, in this same time frame, our regular order was not available, due to issues from the company. We accommodated this change. The result of all of this was a series of questions, as to our payments and we were in arrears. We were not and were not happy with the accusations. Again, we will continue to enjoy Mountain Valley Water and hope this event is finished and will not occur in the future.

I have reached out to customer and spoke with Mr. [redacted].  We will be taking care of all of his concerns, it was a mistake on our part.It should not have gotten this far and we apologized to Mr. [redacted] and will be working with him to get everything taken care of to his...

satisfaction.Mike B[redacted]VP of Retail Operations

We are very sorry regarding Mr. [redacted]'s leaking bottle. Aqua Systems appreciates all of our long standing customers as Mr. [redacted] has been.  We are taking every precaution to insure we sell bottles of the highest quality but sometimes undetected leaks develop. We encourage all of our...

customers to check the bottles before they use them to make sure a leak hasn't occurred or developed during transportation to the customers location. We always replace a leaky bottle or refund the customers money when this happens. SincerelyAqua Systems