Nestle Waters North America, Inc.

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

To Whom it May Concern:
We attempted to reach [redacted] on 1/22/2016 in regards to her concerns.  Unfortunately, we did not have the opportunity to speak as she disconnected the call after I indicated that I was calling from [redacted] by Nestle.
Our records indicate that on...

1/4/2016, [redacted] fully closed her account and discontinuted service with our company.  Her last delivery was made on 12/29/2015, which was prior to the closure.  We do not charge for our service until after deliveries are made, and as Ms. Doyle was enrolled in our recurring automatic billing option, we charged her credit card for this delivery on 1/19/2016, after her invoice closed on 1/16/2016.  This billing practice is standard for all of our customers, and we have never charged [redacted] for a delivery prior to it being made.Regardless, we apologize for any confusion this situation may have caused and regret that she had an experience with one of our representatives that failed to meet her standards.  Feedback will be provided and addressed appropriately.  Additionally, as a courtesy, her final payment will be refunded to her credit card within 2-3 business days.
Per her request, we have also emailed a confirmation of the account closure to [redacted], as well as an explanation of the situation as we were unable to speak today.  If there are any further questions or concerns, we hope to have the opportunity to address them.
Thank you,
Kate O'[redacted]
Customer Experience Specialist
ReadyRefresh by Nestle/Nestle Waters North America

Customer Experience...

Specialist, [redacted] spoke with Mr.
[redacted] on May 1st regarding the status of Mr. [redacted] account.  Mr. [redacted] closed his account and paid his
balance in full in November 2014.  At
that time, Mr. [redacted] requested a pick-up of all his empty bottles and the
water dispenser.  Unfortunately, nothing
was retrieved.  Mr. [redacted] attempted to
have [redacted] pick-up their products three additional times.  During this process, Mr. [redacted] was charged
for the bottles and cooler.  As a result,
Mr. [redacted] was turned over to an outside collections agency.  [redacted] apologized for the inconvenience.  [redacted] confirmed with the local branch that
the bottles and cooler had actually been retrieved today.  [redacted] also spoke with the outside collections
agency and advised them of the service issue that had been caused.  Mr. [redacted] account has been closed and
removed from the outside collections agency. 
[redacted] confirmed that Mr. [redacted] credit will not be negatively impacted
by this error.  [redacted] provided his direct
contact information should he have any further questions.

To Whom it May Concern:We spoke with [redacted]i on 2/15/2017 in regards to his complaint.  Unfortunately, after he first contacted us regarding his concerns on 7/13/16, the account was not closed properly, which resulted in further charges and eventual collection activity.  This was...

done in error and we apologize for the oversight.  At this time, the account has been removed from the collection agency and all charges have been waived, and the account has been fully closed.  There will be no further charges or activity, and this situation will not reflect negatively on [redacted] or his business.We apologize for any inconvenience this may have caused, and appreciate the opportunity to work with [redacted] to resolve his concerns. Thank you, [redacted]Customer Experience SpecialistReadyRefresh by Nestle/Nestle Waters

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

Customer
Experience Specialist, [redacted] spoke with [redacted] about ongoing
service issues he has...

experienced.  Mr. [redacted] stated that on three
different occasions his water delivery has been missed and each time, he
received no notification.  Mr. [redacted] states that they have to take time
off from work to ensure the delivery is brought in and that the June 9th
delivery was made when no one was home.  [redacted] apologized for the inconvenience
and agreed that a phone call would have created a better
experience.  [redacted] offered an adjustment of $78.47 as compensation for the
inconvenience of the missed deliveries and informed Mr. [redacted] that there
will be no balance owed on his June invoice.  [redacted] has provided his
contact information to Mr. [redacted] should he have any further questions.

To Whom it May Concern:
We attempted to reach [redacted] on 7/7/15, 7/8/15 and 7/14/15 in regards to his concerns at the number included with his complaint: [redacted]. Customer Experience Specialist [redacted] left messages with her direct contact information. We look...

forward to speaking with Mr. [redacted] at his earliest convenience in order to review his account and resolve any outstanding issues.
Thank you,
[redacted]

Customer Experience Specialist, [redacted] spoke with
Mr. [redacted] regarding a delivery that was made after his the account was
closed, which...

caused a billing issue and resulted in Mr. [redacted] account being
written off to an outside collections agency. 
[redacted] apologized for the inconvenience and offered to resolve the
matter. [redacted] confirmed the water dispenser had been retrieved and that the
empty bottles were also picked up.  Jarod
scheduled a pickup of the full bottles that had been delivered for Friday,
March 26th. [redacted] also spoke with the Agency Liaison who was able to
finalize Mr. [redacted] invoice and close his account with a zero balance.  [redacted] confirmed the account is closed and
removed from the outside collections agency. 
[redacted] and Mr. [redacted] spoke briefly about the possibility of resuming
delivery service.  [redacted] provided Mr.
[redacted] with his direct contact information should he have any further questions
or wish to resume service.

Complaint: [redacted]
I am rejecting this response because: [redacted] NA still refuses to accept responsibility for the...

foreign substance that was in the [redacted] water bottle that I drank & still suggests that this occurred after leaving their water plant in [redacted]. On May 3, 2014 I grabbed a [redacted] water bottle to take out with me on my back deck as I sat outside for an hour with my daughter, [redacted], to enjoy the nice weather & then we went for a 30 minute walk around our neighborhood & when we got back to the house is when we noticed the floaters in the [redacted] water bottle. Please see attached pictures named [redacted] &  [redacted] which show the floaters in the [redacted] water bottle. I did not eat anything, or drink anything other than the water, & I did not take any medicine for 8 hours prior to this incident which proves that [redacted] NA allegation of it being backwash is impossible. I did my own testing by putting 1 [redacted] capsule into a [redacted] water bottle, from the same case of water, on Jan 16, 2015 for 60 days & it just floated on top & never opened & the ID print on the capsule was still visible. Please see attached picture named [redacted] which shows capsule floating & ID print is visible. On Mar 18. 2015 I opened the bottle & took out the capsule & it was not mushy or flat like the original floaters on May 3, 2014, so I broke the capsule in half & dropped it back into the water bottle & half of capsule sunk to bottom of water bottle & the other half of capsule floated at the top. Please see attached picture named Floaters4 which shows the capsule in 2 halves. My testings prove that the [redacted] capsule is not the foreign substance that [redacted] NA claims it to be since the original floaters did not have any ID print on them. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is very satisfactory to me. 
Thank you so much for speaking with me
Sincerely,
[redacted]

From[redacted]] Sent: Friday, August 19, 2016 1:58 PMTo: [redacted]...

[redacted]
[redacted] Hi [redacted] I called in and spoke with [redacted]e today regarding the above complaint. We appreciate the opportunity to resolve this issue. I have left this customer a voicemail on their requested phone number within the complaint and look forward to resolving their complaint. I will update the case when/if I have the opportunity to speak with the customer. Thanks again for this opportunity and send my thanks to [redacted] for her help as well. I hope you have a great weekend.   Thanks, [redacted] | Digital Communications Specialist Nestlé Waters North America O 508-977-8714 [redacted]

Complaint: 1[redacted]
I am rejecting this response because: There was an e-mail communication with a list of issues that I requested a specific response, and I have not received that response.  Adding to that:  There was a $5 promotion per case of the [redacted] brand cases of teas that I would like the $5 promotion price applied.  I am not satisfied with the rate and frequency of errors of the Ready Refresh company.  When a company makes its mistakes, it costs the other party in time, money, and peace--those are the three most value things I own in my life.  Mistakes are not acceptable, and they should never happen to begin with.  I also asked for a Senior Citizen discount, which there has been no feedback on that issue.  The e-mail services response system is deficient.  A communication will be sent, and no reply is received or a substandard non-disclosure reply is provided after three weeks.  That needs to be corrected and be more professional.  My issues were listed as items to be addressed.  The issues stated are not resolved.  We have, in this family, limited supplies of time, limited supplies of money, limited supplies of energy.  The company that wants our business needs to behave like they want the business, and understand that we need to save in this difficult economy--we need our dollars to stretch--we need lots of savings and quality.  Most thoughtful consumers in this environment, demand the same.  Any billing mistake, any subjecting of random fees, and overcharging on the past series of bills needs to be scrutinized and returned to the proper owners.  I can be replied at:  [redacted]   I don't want to discuss this situation because I get angry.  I don't need the hassle, and I'll just drink water if that's why I need to do to survive[redacted]
Sincerely,
** [redacted]

To Whom It May Concern:
8.5pt;"> 
We spoke with [redacted]n 11/14/2016 in regards to his quality concerns with the taste of his cased product.  [redacted] will send in 2 unopened bottles for testing.  We will provide him with written follow-up to the plant’s investigation.  He accepted a check for $20.00 and is satisfied with the resolution.
 
We appreciate the feedback and the opportunity to work directly with [redacted] in order to resolve this matter.
 
 
Thank you,
*
[redacted]
Customer Experience Specialist
ReadyRefresh by Nestle/Nestle Waters North America
 
[redacted]
*

Tell us why here...

Complaint: [redacted]
I am rejecting this response because:I have received no messages at all. I have all the phone records to prove as such. I have asked time and time again for someone from the company to email me so we can cancel ourservice and get the bill removed since we did not receive any deliveries. This proves that their customer service is lacking and non existent. 
Sincerely,
[redacted]

To Whom it May Concern:
We communicated with Mr. [redacted] through email on Friday, December 23.  Unfortunately, a system issue resulted in the incorrect delivery and invoices that he received.  We apologized for these inconveniences and assured him that they have been...

addressed and resolved.  He indicated in his response that he is satisfied with this resolution.We appreciate the feedback and the opportunity to work directly with Mr. [redacted] in order to resolve his concerns.
Thank you,
Kate O[redacted]
Customer Experience Specalist
ReadyRefresh by Nestle/Nestle Waters North America

To Whom it May Concern:We spoke with Mr. [redacted] on 2/4/2016 in regards to his concerns.  We were able to reach an agreement and are thankful that Mr. [redacted] will continue to remain a customer of [redacted] by Nestle.  Unfortunately, prior staffing challenges led to a decline in the service...

that we aim to provide and that our customers deserve, however these challenges have been resolved and we are confident that we can meet Mr. [redacted]'s needs in the future.We appreciate this feedback and the opportunity to work directly with Mr. [redacted] in order to address and resolve these issues.Thank you,Kate [redacted] by Nestle/Nestle Waters North America

To whom it may concern,I was unable to contact [redacted] but left 3 voicemails and sent 1 email.I have refunded 2 disputed deliveries as documented in his account notes. The amount is $78.23.The deposit paid when account was open has been refunded in the amount of $20.00 and the account is closed...

with a $0.00 balance.All equipment and empty bottles have been returned. Thank you,Jennifer J[redacted]Nestle Waters North America

Complaint: 1[redacted]
I am rejecting this response because:
 
There was an e-mail communication with a list of issues that I requested a specific response, and I have not received that response.  Adding to that:  There was a $5 promotion per case of the [redacted] brand cases of teas that I would like the $5 promotion price applied.  I am not satisfied with the rate and frequency of errors of the Ready Refresh company.  When a company makes its mistakes, it costs the other party in time, money, and peace--those are the three most value things I own in my life.  Mistakes are not acceptable, and they should never happen to begin with.  I also asked for a Senior Citizen discount, which there has been no feedback on that issue.  The e-mail services response system is deficient.  A communication will be sent, and no reply is received or a substandard non-disclosure reply is provided after three weeks.  That needs to be corrected and be more professional.  My issues were listed as items to be addressed.  The issues stated are not resolved.  We have, in this family, limited supplies of time, limited supplies of money, limited supplies of energy.  The company that wants our business needs to behave like they want the business, and understand that we need to save in this difficult economy--we need our dollars to stretch--we need lots of savings and quality.  Most thoughtful consumers in this environment, demand the same.  Any billing mistake, any subjecting of random fees, and overcharging on the past series of bills needs to be scrutinized and returned to the proper owners.  I can be replied at:  [redacted]   I don't want to discuss this situation because I get angry.  I don't need the hassle, and I'll just drink water if that's why I need to do to survive[redacted]
Sincerely,
** [redacted]

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

Customer Experience Specialist, [redacted] has
attempted to contact Mr. [redacted]  unsuccessfully
three times leaving a voicemail each attempt.  He left a voicemail on May 19th, May 26th, and May 27th.  [redacted] also emailed Mr. [redacted] directly at the email address provided...

in his original claim. 
Jarod has provided his direct contact information on each voicemail and email
should Mr. [redacted] want to discuss the details of his account.