Nestle Waters North America, Inc.

To Whom It May Concern:  We spoke with [redacted] on 11/15/2016 in regards to her concerns with her experience.  We assured [redacted] that proper feedback would be provided and we appreciate the opportunity to continue to earn her business.  We agreed upon a bottle replacement and...

two courtesy cases of her favorite tea.  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]| Digital Communications Specialist Nestlé Waters North America O 508-977-8714 [redacted]   Tell us why here...

To Whom it May Concern:We attempted to reach [redacted]wice in regards to her complaint, leaving voicemails both times at the number included on her complaint, but unfortunately have not been able to reach her.  Upon investigation into [redacted]s account, we found that these charges were...

valid.  Our final delivery to the customer was made on 8/9/16, and she requested to close the account by phone on 8/10/16.  The total cost of the delivery was $26.42, and because we did not receive payment, late fees were automatically added to the account each month once the balance became more than 55 days old, bringing the account balance to $106.42 at the time of the complaint.Though we found these charges to be valid, we appreciate [redacted]s years of business with our company and hope to resolve this complaint to her satisfaction.  The total balance has been waived, and the account is currently closed with a zero balance.  If [redacted] has any further concerns or feedback, we hope to have the opportunity to speak with her directly at the phone number left on her voicemail.Thank you for the opportunity to address this feedback.[redacted]Customer Experience SpecialistReadyRefresh by Nestle/Nestle Waters North America

To Whom It May Concern:  Per the request, we emailed Mr. K[redacted]i on 9/21/2016 in regards to his concerns with his account. We apologized for any concern he had and explained we spoke with the account holder in regards to the complaint and the resolution was agreed upon. We did ensure Mr. [redacted] that we would provide all of his valuable feedback and although we do not provide a senior citizen discount, we have lowered his pricing on the 3 gallon bottles received on the account.       We appreciate the feedback and the opportunity to work directly with Mr. [redacted]i in order to resolve this matter.  Thank you, [redacted] Digital Communications Specialist [redacted]h by Nestle/Nestle Waters North America   [redacted]t [redacted]
*   Tell us why here...

Customer Experience Specialist, [redacted] attempted to
contact Ms[redacted] on March 26
27th and March 31st, leaving a voicemail each time.
He also emailed the customer directly at the email located on file. Ms.
[redacted] was upset because her empty bottles had not yet been retrieved, which
caused late fees to occur. [redacted] adjusted off the unbilled balance of
$60.88, bringing the balance to zero. [redacted] has not been able to speak
with Ms[redacted] directly regarding this issue. [redacted] did provide his
direct contact information should Ms[redacted] have any further questions.

To Whom It May Concern:
Our company has made multiple attempts to contact the customer via telephone, but we have not received a response back. We are issuing a refund for the credit balance that the customer has on file, which is $40.00. We will be
refunding this amount to the...

customer's credit card in the next three business
days.
We appreciate
the feedback that was provided to us so that we can use this to make improvements. Thank you.

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 SpecialistReadyRefresh by Nestle/Nestle Waters North America

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,
 
Elyse B[redacted], a Customer Experience Specialist spoke with [redacted] on October 12th, 2015 regarding her delivery concerns.  In order to resolve the delivery issues she has experienced, Elyse has agreed to personally follow up on the...

account before deliveries to review delivery instructions with the branch and request the account is prioritized for delivery on the dates scheduled.  Due to unforseen circumstances, it is possible the delivery may not always arrive as scheduled.  Elyse will do everything she can to avoid this from happening by proactively communicating with the local service branch to adhere to the schedule as well as possible.  Thank you,
 
Jessica S[redacted]
Customer Service Specialist
ReadyRefresh by Nestle

To whom it may concern:We spoke with [redacted] and he indicated that his issues were addressed by the local servicing branch management and that no action was necessary at this time.[redacted]Nestle Waters North America

To Whom it May Concern:
We spoke with Ms. [redacted] today in regards to her concerns.  We apologized for any confusion and inconvenience caused.  In order to resolve this matter, we agreed to waive the full balance owed and will ensure that no negative reporting is made to her...

personal credit report.Ms. [redacted] was satisfied with this resolution and decided to resume her water service with [redacted] by Nestle.  We are grateful for the opportunity to resolve this issue and thankful that we can continue to earn her business.
Thank you,
Kate O[redacted]
Customer Experience Specialist
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:We spoke with Ms. [redacted] today in regards to her concerns.  We apologized for any confusion and inconvenience caused.  In order to resolve this matter, we agreed to waive the full balance owed and will ensure that no negative reporting is made to her personal...

credit report.Ms. [redacted] was satisfied with this resolution and decided to resume her water service with [redacted] by Nestle.  We are grateful for the opportunity to resolve this issue and thankful that we can continue to earn her business.Thank you,Kate O[redacted]Customer Experience SpecialistNestle Waters North America

To Whom It May Concern: Our company has mailed the customer a refund check for these items to resolve this matter. We appreciate the feedback and the opportunity to work directly with our customer in order to resolve this matter.

To Whom it May Concern:We are sorry to learn of Mr. [redacted]'s experience with our company.  Our records indicate that the disputed charges stem from 5-gallon bottles that were not returned when the account was closed in October 2016.  We attempted to reach Mr. [redacted] in regards to charges...

that were disputed with his credit card company on multiple occasions, with no response.  At this time, all charges have been removed from the account, leaving it completely closed with a zero balance.  There will be no further charges to his credit card.We left a message at the phone number included with this complaint on 4/27/17 to advise of the resolution to this matter.  In recent correspondence with our company, Mr. [redacted] has requested not to be contacted, so no further attempts to be made.  If there are any further concerns, we hope that Mr. [redacted] will contact us at the contact information left in our message.Thank you for bringing this matter to our attention and for the opportunity to work directly with Mr. [redacted].[redacted]ReadyRefresh by Nestle/Nestle Waters North America

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 satisfactory to me. According to the business, the account is now closed with a zero balance thanks to the help of the Revdex.com.  Thank you for your help in resolving this matter!
Sincerely,
[redacted]

To Whom It May Concern,
We spoke with Mr. [redacted] again on 5/11/2016 in regards to his concern with the delivery made on 5/2/2016. We discussed that the delivery was requested through his online profile. We did agree to waive this delivery and discussed that deliveries will continue to be made only upon request and charges accordingly.
We appreciate the feedback and the opportunity to work directly with Mr. [redacted] in order to resolve this matter.
 
Thank you,
 
[redacted]
 
Digital Communications Specialist
 
ReadyRefresh by Nestle/Nestle Waters North America
Tell us why here...

To whom it may concern,I have contacted customer and we have agreed to a refund amount. I will provide documentation via email, account is and will remain closed. Customer has my direct contact information.Regards,Jennifer J[redacted]Nestle Waters North America

Nestle
Waters North America Inc. stands by the test results from the independent lab
provided to Ms. [redacted].

To whom it may concern,I spoke with [redacted]d explained our challenges during hurrican[redacted] We had a nice conversation, Mr. Miller will probably order from us in the future and has been offered an additional discount should he decide to give us another chance.Thank you,[redacted]Nestle...

Waters North America