Nestle Waters North America, Inc.

From: *** *** *** *** ***] Sent: Tuesday, August 23, 1:PMTo: ***Cc: *** *** ***Subject: Revdex.com Response- Acct #: *** Hi ***I finally had the opportunity to speak with MsJerri G*** today regarding her complaintBelow is our responsePlease let me know if you need anything elseThanks for your help.To Whom It May Concern:We spoke with MrsG*** on 8/23/in regards to her concerns with her account in collectionsWe explained our special pricing policy does expire after one year and notification is on the billing a month prior to this changeWe apologized for any concern this process may have caused and assured her that we would credit her the requested amount of and apply it back to her credit cardAt this time, MrsG***s account has been brought to a zero balance and the credit will be processed..We appreciate the feedback and the opportunity to work directly with MrsG*** in order to resolve this matter.Thank you,Lauren C***Digital Communications SpecialistReadyRefresh by Nestle/Nestle Waters North AmericaLauren C*** Digital Communications SpecialistNestlé Waters North America* ***

To whom it may concern,I have been unable to reach *** *** and left voicemail with no return callI have set reminders to follow up on his mothers' account-next delivery June and will remind the Routes Salesmen of the delivery instructions in placeI will continue to try to reach ***
***. Thank you,Jennifer J***Nestlé Waters North America

To whom it may concern,I spoke with *** *** and agreed to refund the $that was recharged to her account, as a goodwill gestureWe had a nice conversation to clear up the discrepancies with her account, confirmed what is needed going forward and I provided her with my contact
information via email should there be any future concerns.Thank You,Jennifer J***Nestle Waters North America

To Whom It May Concern,Customer Experience Specialist, *** ***, has reviewed MrWheat's accountShe has adjusted the late fees charged in the amount of $60.00 and notified him via voicemailDirect contact information has been provided. Sincerely,*** ***

For the past year Nestle Waters has been submitting a monthly charge to my bank account between the 3rd and 5th of the month In the month of August they charged my bank account on Aug 3rd in the amount of $ On August 29th, they charged another monthly charge to my account in the amount of $ I called to find out why I was charged twice in the same month I was told that they changed my billing date to the 29th of the month
I never received notification of this billing date change and as a result my bank account was overdrawn and I was charged a $overdraft fee I called to complain and I asked to be reimbursed for the $because I was not notified of the billing changed I sent two emails to the company requesting a refund or adjustment to my account I did not get a response I am asking for a credit of $to my account

To Whom it May Concern:
We attempted to reach Mr*** on 7/6/and 7/7/in regards to his concerns at the number included with his complaint: ***
Customer Experience Specialist *** *** left messages with her direct contact information. We look forward to speaking with Mr*** at his earliest convenience in order to review his account and resolve any outstanding issues
Thank you,
*** ***

Summary: ReadyRefresh has consistently been late in their deliveries and very poor in their customer service
Specifically: We started with ReadyRefresh in DecSince then, we've had deliveries of water of which were lateEach time I raised that the delivery was late, ReadyRefresh sent me a form response back saying they were experiencing issues with deliveriesWhen I called into their call center, of the times I called, their automated response said that they were overwhelmed with calls and were unable to take my call at this time and hung upOne of the times I did get through to them, the representative told me I was not correctly using the system and that is why I have been having difficultiesShe then proceeded to scold me and say she's been with ReadyRefresh for years and she's sure that it's not their issue The last time I reached their customer service, they told me they no longer offered *** *** *** *** and suggested *** *** instead

To whom it may concern:*** *** has been contacted by a member of our Social Media team and arranged for a new service date of July 31stI will be following up to ensure the date is firm and the service is successfully completed.Thank you,Jennifer J*** Nestlé Waters North America

I submitted the following complaint to Nestle Waters North America through their website on October 16, and have received NO response:
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One of your delivery trucks drove through my yard in the *** *** *** *** ** *** ** on Friday, October 13, leaving a substantial rutThe license plate of the truck is *** (*** plate) and there is also some sort of identifying number at the rear of the truck, top left, that reads ** ***I have pictures of the truck and damage available
I'm writing for two reasons1, I'd like to make sure that this never happens again2, I'd like to know how you can remedy the situationIt does not appear than any sprinkler heads were damaged (have not verified this), but the soil has been compacted in the rut and is several inches lower than the adjacent area
Thanks for your help,
*** *** ----------

For the past four months my deliveries have been substantially lateI was only notified prior to the late delivery twiceI have repeatedly called seeking to resolve this issue directly to no availI pay for this convenience and they are not holding up their end of this service

To Whom It May Concern:
8.5pt;">
We spoke with MsKoupai on 9/12/in regards to her concerns with her concerns with her experience. We apologized for experience and any inconvenience this may have caused and assured her that we would provide proper feedbackWe have also applied a credit to her account to use toward her next delivery.
We appreciate the feedback and the opportunity to work directly with MsKoupai in order to resolve this matter Thank you,
*** ***
Digital Communications Specialist
ReadyRefresh by Nestle/Nestle Waters North America
Lauren Campezato| Digital Communications Specialist
Nestlé Waters North America
O 508-977- [email protected]
Tell us why here

I get residential water delivery from this companyOver time I have had issues where I have been given wrong information about the price of products which resulted in incorrect orderingThe company has changed management and has all new policies then what was going on beforeI had a bill in dec which was dollars which I paid and then a remaining balance of app dollars I paid in full in JanThe company sent me a bill march of dollars stating there was a dollar late fee applied to December bill although it wasn't there in janAnd since I was late in paying late charge another late fee of was addedHow unfair! Then she made nonsense up that they credited me dollars of late fees in the pastMakes no sense to have any late charges as all balance paid off in january

Water was delivered that was not orderedI called and had water picked upI was repeatedly told I will not be billed for itWell I wasI have withdrawn from from my accountI called them on friday and was told it would drop off but it didn't it is now full withdrawal not pendingI called the *** location who Ready fresh is sub contracting to and was told they were too busy to answer their phones ans hired a company take messages for themI am sorry but that is bad business service As a consumer I dos my part but to have money raided from my account and no end in site I am so frustrated

As a 30+ years customer, dating back to "Great Bear", I find the last several months of customer service deplorable It is obvious the company is experiencing severe service-related issues which they can't seem to share with the public This lack of transparency has caused irreparable damage to the faith we garnered over the years to a much-needed commodity The fact that they have cut off telephone inquiries does not bode well for any solutions When I was able to get through, after a ridiculously long wait, I was given a rote apology and told that I was scheduled for the next day, but they could not guarantee delivery This happened for consecutive days, starting with 5/9/ It is 5/18/18, and I have received yet another email rescheduling delivery for Monday READYFRESH just come clean with what's going on!
Cleo in Fulton, Md

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

new customer and was charged for a delivery that never occurred in march Was charged for bottle even though delivery was not made that day called to address this issue and was notified by company customer service rep that the scheduled delivery would take place on a later day and that bottles would be delivered (as per typical delivery) but we would be charged for bottles to offset the earlier erroneous charge the delivery for bottles was made but there was no correction to charges (charged for total of bottles and were delivered) Compounding this issue is that invoices are only available via web site which has never been accessible Called again (today April 17, 2018) to inquire about invoice and was notified the corrective action was never made their failure to correct this problem is incidental compared to erroneous charges for fake deliveries (which were never fully addressed) and it can be surmised that this is a systemic issue, either a failure of compe

On Jan 19, 2018, I contacted the company to close our account via their online Customer Service portalReceived confirmation that the request was received and they would contact meOn Jan 22, 2018, I received an email that they were "sorry to see me go", and wanted me to call themI've tried calling and for some strange stroke of luck, can't seem to reach themOn April 10, 2018, I received an email regarding an invoice, at this point the account was paid in full and they are charging late fees, on top of late fees on an account that we no longer needCommunicated with them again the same day via their online portal letting them know that this account was closedI received a response, "In order to assist you in this regard, a Customer Service Representative will contact you within business days"Two days later and no phone call or contactThey finally got back to me on April 24, 2018, pretty much saying that I have to call to cancel this account because they will not do it via

To Whom it May Concern:
We were able to sucessfully reach Mr*** via email. Per his request we have closed his account and scheduled to pick up his water dispenser on July 28, 2015. Additionally, the disputed balance of $has been credited to his accountWe appreciate the opportunity to address Mr*** concerns and apologize for any confusion or inconvenience he may have experienced with his accountThank you,
*** ***
Nestle Waters North America

Nestle ReadyRefresh has been charging me rent for a cooler I never requested nor receivedAdditionally, due to poor service I cancelled my service with themAfter cancellation, they continue to charge rent for an item I never received, plus late fees, despite multiple attempts to contact themAdditionally, my account shows an old service address about to start receiving deliveries again

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** *nd find that this resolution is satisfactory to me
Although, I find it strange that NOW this company was eager to contact me via phone and leave voicemail messages to resolve THIS complaint. This could have all been avoided if the company had did what they were suppose to by notifying customers in writing, phone call or attach a leaflet to the water bottles when delivered that the account is past due. Why continue services if the account is delinquent? I suggest they look into ways of improving the overall customer service and collection operations.
Sincerely,
Bernice Stricklen