Nestle Waters North America, Inc.

From: *** *** *** Sent: Thursday, March 29, 9:AM To: *** Subject: Complaint ID # *** Request re-open. The situation has gotten worse. My original delivery, scheduled for Tuesday, was moved to Wednesday, then to today. Today I called and found out delivery has been rescheduled to next Monday, April 2. Since I will not be home I moved it to Tuesday, April 3. However, I have a feeling it will once again be moved. I asked how come delivery cannot be made tomorrow and was told it was because tomorrow is Good Friday.

We first ordered a water dispenser and bottles of water in June Our delivery date came and went with no contact from the company I called them later that night only to be told that there was an issue with the route and the delivery was rescheduled for the following day This was not acceptable as I have a job and couldn't miss another day waiting on a delivery I was able to get the delivery rescheduled for the following week
Our first regular monthly delivery was scheduled for July 10, Again no delivery and no contact from the company I called again and was told the delivery was delayed and would occur on July They told me they are short handed and couldn't get our delivery done on time
July comes and goes No delivery! I called again and was told it was rescheduled yet again
I don't believe this is the way any reputable company treats their clients One character another Frankly, it is not my problem as the consumer that they are short

I have been Nestle Waters (ReadyRefresh) customer since Dec I am on a plan of bottles of gallons every month and with rent of a water cooler from themI don't get any paper bills or bills via emailThey automatically deduct money every month from my bank account
Today, I called to discontinue the service as they keep on changing the rates without informing me and it is getting very expensiveJust because I tried to close the account, they are forcing me to pay $for bottles not returned in yearsI have always returned empty bottles
When I started in 2011, I was on a plan of bottles per month for $and cooler was rent freeA few years later they changed the pricing without and also started charging for coolerSince I was on auto payment and also because I never received bills, I didn't realize until I logged in once to cancel the account
On calling their customer care to discuss this and cancel service, they said we did it for everyone, but w

I signed up for *** Spring home water delivery in September from a *** Spring sales agent at a local fair In order to get me to sign up as a new customer this sales agent lied about every single part of the contract in terms of what I would be charged and the rules regarding the water delivery I fought with numerous customer service agents to remove the charges I incurred on the first delivery and everyone I spoke to in billing or customer service gave me the run around or lied about what they were going to do to remove the charges I finally spoke with someone who said that in order to keep me as a customer they would honor all the terms that the sales agent falsely presented to me and that they would have someone come out and install the machine in my apartment at my scheduled appointment However, the day of my appointment, the delivery guy left my machine and water bottles outside for anyone to steal and I had to move all the water bottles and the entire machine up

To whom it may concern:Service to pickup equipment and bottles has been completed and account deposit will be refunded to customer's credit cardI will follow up to ensure account is closed with $balance and payment information is deleted once refund is processed.Thank you,Jennifer J***Nestlé
Waters North America

To whom it may concern:I had previously arranged the equipment pickup but this was unsuccessfulI have contacted *** *** and offered that he may keep the dispenser at no additional chargeI will wait to hear from himThe account is inactive with no charges pending or due.Thank you,Jennifer
J***Nestlé Waters North America

I live in *** *** and as many are aware we were facing a category hurricaneThis service online PROMISED my family would be delivered water by a specific dateI put my trust in this service, and my water was never deliveredThis left myself and my family facing a severe storm with absolutely no drinking waterI felt my families lives were in jeopardy due to not having the essentials to face this storm, after trusting this company's promised claims and paying for my water that was promised to be delivered during a specific time

I scheduled my water delivery for May 2ndOn May 2nd I received a notice that it would not be delivered until the next dayI received the same message daily until I finally cancelled my service on May 9thI called them three times regarding the issue, and was told two of the three times that they could give me two free bottles of water for my inconvenienceThis issue had happened before, but no more than days, and they gave me a great deal more for that inconvenienceWhen I mentioned that they said that they could only give two bottles
The third time I called they told me that they were having operational issues (and had been for some time) and that all they could tell me is that they expected the issue to be resolved in mid June! That's over a month with no water and daily cancellations! I ended up cancelling my service with them and set up a next day pickup of my water cooler and empty bottlesThe next day came, and they never showed upI called and was told that they gu

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,
*** ***

This business has continued to charge me, and yet every month does not deliver my water on the agreed upon dateThis month I'm still waiting for my deliveryIt is now a week late

To Whom It May Concern, We spoke with Mr*** again on 5/11/in regards to his concern with the delivery made on 5/2/We discussed that the delivery was requested through his online profileWe did agree to waive this delivery and discussed that deliveries will continue to be made only upon request and charges accordinglyWe appreciate the feedback and the opportunity to work directly with Mr*** in order to resolve this matter Thank you, *** *** Digital Communications Specialist ReadyRefresh by Nestle/Nestle Waters North America Tell us why here

This is the 4th month in a row that I have had nothing but trouble with getting my delivery on timeMonth after month it is rescheduled and you're not even told about itThe only way of finding out is going to the site and seeing that the delivery date has changed even when you get set up for alerts, but that is hardly the problem hereThis month for example, original delivery date was on 5/5/and no delivery was made, called on 5/and they said it would be delivered on the 17th no questions asked and that they are very sorry and that they are working on getting the deliveries made on time and providing better service which has not been seen since this is still an on-going problem with this companyHere it is the 17th which was guaranteed to me by the Customer Service Rep, and I go to the website just now and see it has yet again be rescheduled now for the 18thThis is a recurring month to month problem and they continue not caring for their customersThey take your money pro

Put in an order on 09/03/to be delivered on 09/06/due to hurricane Irma and confirmed the order and date of service They did not state that this order would not be filled on the date stated, but when the delivery was not here on 9/4/2017, I called and they stated it would be here the next day and due to the hurricane they were very busyNo water on the Friday and sent an email to *** the CEO of the company and he got this women, Kimberly k*** to call me She told me that they could not deliver before Irma and also stated that I could boil my well water during and after the hurricane on my gas stove, which I have electric stove and would not have waterThis person had no compassion or idea of our situation and did not care about anything but her paycheckAsked at this time why we were not told it was not guaranteed and why we received no email/phone call to inform us that they could not live up to the commitment that was given when they took my orderShe stated that they were doing Dailer calls but I never to this date received any dialer calls or correspondence from them except what I have madeDue to the lateness of them informing us that we would not be getting water, I could not buy any in the storesI informed her that we will lose power and water and relied on this delivery and she did not care at all When emailing her after the hurricane, she told me they would be back on 09/13/or 09/14/ When they did not deliver any of these days, I emailed again and she stated that they would be starting work on 09/18/where all other businesses stated business the week before Looked on my account and they should have delivered today 09/18/and again I looked and they have again delayed it until tomorrow without informing usWe were really lucky and only lost power and water for five days and we allotted ourselves the little water we had to one cup a day so we had enough, being dizzy and vomiting from the heat was a dimly occurrence, but we lived thru it My promised Oder will be at least days lateI also asked her to refund me the credit I had on my account and she told me it would be done on 09/12/and the credit is still on my accountFind another company or pick up your own water as these people are criminals

Product & Delivery- To say my husband and I have been greatly inconvenienced is an understatementI ordered a water dispenser along with new delivery service over the phone The water dispenser was supposed to be new in the boxIt wasn’t It came with no instructions, it had a clock on it that wasn’t set and no instructions on how to set itNo warrantyNothing! The driver didn't set it upHe also took our cup dispenser I ordered but left me with packages of cupsHe did return the cup dispenser the next week at my request to customer serviceThe so called new water dispenser tasted like charcoal and paint or some type of chemicals We asked for a new one they replaced it within a week again the sameI have a cooler that I don't want because it tastes like paint and charcoal or some type of chemical The delivery guy came today/Thursday March 29, and left bottles of water on the porchMy husband and I were home waiting for the cooler exchange of a rental cooler

To Whom it May Concern:We spoke with Ms*** on 1/15/in regards to her concerns with our credit approval process. We require recurring credit card payments for the first six months of a customer's service with our company, and a declined charge (for any reason, including the
cancellation and reissue of a card) results in suspension of service and website use, and a mailed letter explaining the situation. We apologized for any concern this process may have caused and assured her that her feedback would be provided to the appropriate department. As a goodwill gesture, we will also deliver complimentary product with her next delivery to show our appreciation. At this time, Ms***'s account has been reinstated and is in perfect standing.We appreciate the feedback and the opportunity to work directly with Ms*** in order to resolve this matter.Thank you,*** ***Customer Experience SpecialistReadyRefresh by Nestle/Nestle Waters North America

I called regarding the status of my refund yet to be receivedService was cancelled in July and empty gallon bottles x were returned on 8/6/As of 8/7/I have not received the $owed to meI called Ready Refresh and spoke to a rude customer service agent, David, who said he may take a month or more to get my refund and when I asked for his last name for my records he refused to supply this stating, "they are not allowed to provide this."

I received a FINAL NOTICE on a delinquent account on 1/25/stating that I had days to call and make a payment in full or pay online otherwise the account was being sent to collectionsI called the help center for the account after attempting to resolve the issue and pay in full within the days stated as such on the final noticeI was told that a final notice is not really a final notice that it is just a reminder and that the account had been sent to collections and written off well before the days as stated on the letter received from the company on the 25thWhen I asked to have my account taken off collections I was told that there was no way to resolve this issue that I was required to pay through the collection agencyIn my opinion this is falsifying information sent to the consumer and unclear notification of when payment is actually due before going to collections

To Whom
It May Concern:
We spoke with M** *** on 8/19/in regards to her concerns with his account being charged bottle deposits. We apologized for any concern this process may have caused and assured hin that we would remove the deposits charge from the balanceAt this time, *** *** account has been brought to a zero balance We appreciate the feedback and the opportunity to work directly with *** *** in order to resolve this matter Thank you,
Lauren Campezato
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

To Whom it May Concern:
Customer Experience Specialist *** *** spoke with Ms
*** on June 29, regarding service and billing concerns regarding her account
with *** ***
yes;"> Specifically,
inconsistencies regarding pricing and deliveries from when the account was established,
as well as delivery concerns and other service issues. After apologizing for these inconveniences
and assuring Ms*** that they would be addressed internally, *** refunded the customer the $that she has paid to *** *** as
compensation for her concerns. *** also
emailed a letter detailing the details of their conversation to Ms*** per her request
and provided her direct contact information in the event of any further
questions or concerns
Thank you,
*** ***

To whom it may concern,I have spoken with *** *** and we have agreed to a service date of 5/I will follow up with her to ensure its' completion and process the refund due ($28.17).This account will remain closed. Thank you,Jennifer J***Nestlé Waters North America