Nestle Waters North America, Inc.

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, Thank you for bringing this complaint to our attention.  We are sorry to hear about [redacted] experience with our company.  Our records indicate that these deliveries were requested and received, and we regret to learn that this was not the case.We...

attempted to reach the customer by phone three times in regards to these concerns; on 12/19/16, 12/20/16, and 12/22/16.  When we were unable to reach the customer, we emailed the included email address.  We have not received a response.In an effort to resolve this matter, we have removed the remaining account balance.  If there is anything further that we are able to do to ensur[redacted]tisfaction with our company, we hope to speak with them to resolve any outstanding issues. Thank you for bringing this matter to our attention, and for the opportunity to resolve these concerns.[redacted]a)

To whom it may concern,The account in question was closed. Any and all charges associated with the account have been waived. No return call after message left.Thank you,Jennifer J[redacted]Nestle Waters North America

To Whom it May Concern:We were able to sucessfully reach Mr. [redacted] 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 $33.23 has been credited to his account.We appreciate the opportunity to address Mr. [redacted] concerns and apologize for any confusion or inconvenience he may have experienced with his account.Thank you,[redacted]Nestle Waters North America

To whom it may concern,Since the receipt of the original complaint, I have left multiple voicemails and provided my contact information. I have been advised by the local branch management that they would be making a property visit, on or about the 13th of November. I have followed up with them and...

am awaiting a response. I have not, however, heard back from [redacted] though I look forward to speaking with him.Thank you,Jennifer J[redacted]Nestle Waters North America

Review: I have talked to a district manager and was told that a bottle create would be on my next order. The main office told me that I was getting some samples. I did not get either one on my last water delivery. Today on 3/17/15 I called the main office and asked about why I did not get any samples or a water bottle create. I was told that because I had some samples before I was not getting any. Oh gee I guess they will go bankrupt but yet I was told that I was getting some. The customer service with [redacted] has been going downhill lately.Desired Settlement: Because I did not get what I was told that I would be getting I want a full refund from my last water delivery or I will find another company to get my water from.

Business

Response:

Customer Experience Specialist, [redacted] spoke with Mr.

[redacted] regarding a recent experience with our Customer Service Center.

Mr. [redacted] had quested information on a modular bottle rack but was informed

that they were no longer available.

[redacted] apologized for the inconvenience and confirmed with the local

branch that the racks were still in stock.

[redacted] offered the modular bottle holder at no charge. [redacted] has also requested some additional

samples of our sparkling water to be delivered to Mr. [redacted] so that he could

try them. These products along with the

bottle rack will both be delivered on Mr. Panich’s April 7th

delivery. [redacted] provided Mr. [redacted] with

his direct contact information should he have any further questions.

Review: On 2/17/I spoke to [redacted] in sales to set up home water delivery serviceI requested either galbttlsor a bottom load coolerI ended up with the bottom load cooler & - galbttlsper monthI was told the machine was new & they were testing them outNever told it would be refurbished until I said something to the delivery guy when I noted it wasn't in a box but flimsy plasticHe confirmed it wasI'm OCD so refurbished wouldn't have sat well with meI set up delivery for the following Saturday with a hrwindowThe guy got there 1/hrbefore his time was up, set it up & showed me how to load & clean itIt was OK until the first night it began beeping & the light where the bttlis was blinkingI couldn't figure out how to fix either I tried to call them the next day but had to wait until MondayI got the run aroundI was on hold forever, got people that spoke nor understood EnglishNot one person knew what the problem was or how to fix itThere was no manualI was told someone at the branch office would call me within the hourEntire day went by no one calledTerrible customer service! I called back & demanded a managerI spoke to [redacted] at a [redacted] #She explained a lot, told me the machine was refurbished & why, that they have no manuals, & got the branch on the phone who suggested unplugging it to reset it for about minsor soI did & it appeared to work fine until a couple days later the light started blinking, then the next day it was the beeping which went on for minsbefore it stoppedThis went on for a weekI tried to call [redacted] back twice but she didn't return my call for daysBy then I was angry, had canceled the acct& arranged for pickup of everythingNo one knew how to help meThey just wanted to inconvenience me by holding up another Saturday but this time not for hrsbut 4! I said no each timeThese people literally have no resolution skills & can only inconvenience the customer to fix problemsI canceled on 3/& arranged pick up on 3/with a requested hrwindowI was lied to by [redacted] in Retentions & told that would be fine when they tried to stick me with a hrwindow to waste yet another Saturday which is my only day off to get anything done! The time was between & AMI called times when the driver hadn't showed & no one called to say he was delayed[redacted] & [redacted] lied saying he would be there & was running late when they had no idea what was going on, or maybe they did and just lied to meThey couldn't get the branch on the phone again, gee what a surprise, confirmed they'd send a "priority" message for a callback within the hr for status on the driver's ETA, but no one ever calledI had to call back & got [redacted] to request a managerRyan promised to follow up or have some call with the driver's ETAHe approved my leaving the bttls& equipment outside my doorThe driver showed up at 11:AM!! I was very angry because they locked me into a hrwindow, lying & stating it was hrs., didn't give a crap about the fact that I had things to do, lied to me on every call with phony apologies, then had [redacted] call me back to confirm what I already knew - that the driver picked up the equipmentHe rang my bell, I refused to answer the doorI had no more time to waste on ArrowheadTheir hold times are ridiculous & their service is absolutely horrific! I was literally screaming at [redacted] because I was very angry at their level of disrespect toward their customersBecause of them I would never order water service againSomeone named [redacted] from an [redacted] # had the gull to call me to confirm pickup tooHe should've called to confirm the driver's arrival time or perhaps helping me to fix that crappy equipment they gave meOne day it just stopped workingI had to unplug it several times just to get it work again to finish out the bttl.! All they could say was how sorry they wereWell they are sorry, but not about what they attempted to apologize forOn 3/[redacted] from the executive office called, left a voice mail & has yet to follow up with me since & what's today?! Exactly!! So how much do they care? I would say not at all! I tried calling her twice, didn't leave messages but she never answered the phoneNot my problem! In any event I would definitely not promote this company for any reasonI've never had a more horrible experienceI've had home service before but with another companyI never had any issues with the service, never had to call customer service for any reason & the equipment worked fine all the time[redacted] is the most shameful water delivery company ever to existNo one would miss them if they went out of business.Desired Settlement: I want them to actually cancel this account and discontinue trying to debit my debit card for their products that I returned to themI received a written notice on 3/13/by mail that they were trying to debit my account when they specifically told me they wouldn'tThey're not known for telling the truth which is why we are no longer doing business togetherI hate people who have to lie
Business
Response:
Customer Experience Specialist [redacted] attempted to
reach Ms[redacted] on March 18, leaving a voicemail[redacted] also
emailed Ms[redacted] directly on March requesting that Ms[redacted] contact him
at her earliest convenience to discuss her experience with Arrowhead
DirectMs[redacted] has requested [redacted] Direct to stop attempting to
communicate with her as she does not wish to discuss the matter[redacted] provided
his direct contact information should she have any further questions, or if she
would like to discuss the issue

Review: I had a scheduled delivery for water (5 gallons- qty 4) on July 15 with an open window of 7 am to 5 pm cst, and did not receive my delivery, nor a phone call of any delayment or rescheduling. I called the customer service office [redacted], and the automated system advised of a rescheduling in delivery for 7/16/15. I'm very upset because I had to call and find out where my order was, instead of receiving a call advising of a reschedule. I advised customer service of the terrible inconvenience my family and I had experienced by waiting 10 hours without notice of our orders whereabouts, and how unprofessional the distribution dept has been. I was assured that I would receive a call within 1 hour (appx 6:15 cst) to confirm, and still did not hear back from [redacted]. I called back and was transferred to escalation and assured that my order should deliver on 7/16/15 at appx 11:55 am and as expected, no order or phone call again! I made myself perfectly clear that I would call to discontinue services if my order was not received as promised. On today (7/16/15) I called customer service AGAIN and advised of the broken promise and advised that I wanted all equipment from [redacted] to be picked up, and my account to be cancelled. After waiting another 10 hours with no delivery, or phone call from [redacted], I called and was then escalated to branch management services (escalation) and spoke with "Lea". Notation was made to my account, and Lea made aware of the problem with the delivery division. At appx 7:40 pm, my husband, neighbors and myself heard loud honking on my street, and when I opened my front door, my order was left outside where anyone could have stolen the products, and the driver drove off immediately. The driver did not ring my doorbell, apologize for the delay, call to confirm or advise of en route delivery or anything that a professional employee should be held accountable for. I told customer service that I will leave the product outdoors, because my services were to be canceled initially.Desired Settlement: To be treated with respect, and as if my family and I have a life instead of wasting 20+ hours waiting for water. I'm beyond disappointed that I was assured satisfactory services, and did not get what I was rightfully entitled to as a paying customer. This is the second incident with me having to call for my order's whereabouts. I want no further business with [redacted] ever again.

Business

Response:

To Whom it May Concern:We spoke with Ms. [redacted] on July 22, 2015 in regards to her complaint. We apologized for the ongoing incoveniences caused by repeated delayed deliveries and assured her that her concerns would be reviewed and addressed. Since her experience with our company has been less than satisfactory, we have waived the outstanding balance on her account as well as refunded the two payments that she has made to us, totaling $39.21. Ms. [redacted] indicated that she was satisfied with this resolution and hopes to resume service in the future.We truly appreciate the opportunity to review, address, and respond to these concerns. We apologize for the inconveniences that we have caused and are thankful for the chance to earn Ms. [redacted] business in the future.Thank you,[redacted]Nestle Waters North America

Consumer

Response:

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,

Review: On November of 2014 I spoke with a Representative and I told her to close the account and I paid my full balance due at that time, and I scheduled a pick up for the cooler and the 5 full bottles of water. They told me that they will pick it up and they never showed up. I scheduled another time and another but they didn't show up, I called them and they told me that the driver was by my house and nobody answers the door (which was not true), I scheduled another pick up and I stayed home the whole day and again they didn't show up, meanwhile they charged me for all those months that they didn't show up, and the account went to a collection agency and I was left with a huge balance for an account that I didn't even use for the last half yearDesired Settlement: 1. Please update my account to a zero balance.

2. Take the account away from collections.

3. Pick up for the cooler and the bottles of water.

Business

Response:

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.

Review: I received water delivery service through [redacted]. The monthly fee was removed from my debit automatically. The service has a delivery person that delivers a set amount of bottles each month. Our delivery driver never knocked on the door, he would just leave the bottles and run. This made it impossible to give him back the empties (which you are supposed to do). A few month into the service I lowered the deliveries from three bottles to two and every month to every other month. The bottles lessened as requested but the monthly service continued monthly. Around this time, my debit card was changed and they were unable to bill me for a month. I cancelled the service online after that. Soon after, I began receiving bills. The bills had late fees and equipment fees. The customer service person I spoke to was incredibly insulting and rude. I explained to her that I owed them for one month ($25) and that I would love to give their equipment back, but the delivery driver has never attempted to even knock on the door so we couldn't give it to them. She said that he has attempted to come multiple times (he hasn't). Finally, got them to come and get the equipment and ALL the water bottles. The customer service rep did say her supervisor would remove all of the late fees. We turned in the equipment, so we should not owe any equipment fees either. Still, when I asked for a statement, she sends me every bill I have ever paid and a final bill of $113.88, which obviously include late fees since my monthly bill was between $25-30 each month. I would never use [redacted] again. They are rude, incompetent and highly disappointing.Desired Settlement: I would like my bill adjusted. I have no problem paying the one month service fee that I owe, but I am not paying anything more than that.

Business

Response:

Customer Experience Specialist, [redacted] attempted to

contact Ms[redacted] on March 26th, 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.

Review: A defective water dispenser was provided and pick-up was scheduled last week for 8am-12noon, Monday April 1, 2013. Nonetheless, the driver arrived late and the customer service department gave no helpful outcome to the situation. When a supervisor contacts me, I do not want excuses, I would like a resolution to the problem and I also don't want empty promises provided. They should send a separate person to do this if the delivery driver can't make it on time because it should only take 5-minutes to do what is requested.

Product_Or_Service: Poland Spring 5-gallon home delivery

Account_Number: Acct# XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

Since the water dispenser was dispensing gray water, I wanted the pick-up of the machine to be ASAP because a new unopened 5-gallon Poland Spring needs to be transferred to the new machine. We have been without water for the entire weekend, March 29 through March 31. I want Poland Spring to expedite the pick-up of the machine so that the driver can replace the with the new dispenser. If Poland Spring wants me to keep their business, they would expedite this.

Business

Response:

Business Response /* (1000, 5, 2013/04/09) */

Customer Experience Specialist, [redacted], spoke with Ms. [redacted] regarding a recent pick up of a water dispenser. Originally we were unable to complete the pick-up during the time frame requested. [redacted] apologized for the inconvenience as she was unable to utilize her new water dispenser until ours was removed. [redacted] offered the April 30th delivery of four bottles at no charge. Ms. [redacted] accepted this resolution and this matter has been fully resolved. [redacted] has provided her with his direct contact information should she have any questions or concerns.

Review: My name is [redacted]. Earlier today I called the Revdex.com and spoke with a lady by the name of [redacted] I called to see if there was any scams reported involving Poland Spring Water. She let me know that at the moment there was none, but that different signs point to that this case may be in the making of one. In speaking with her she stated that I needed to make copies of all the emails I received and a copy of the check front and back and send them to the Revdex.com. I have done all that and that is what is included with this letter. The very first email I answered I can't find. It may be more than 30 days old and that is why it has been deleted from my computer.I basically stated that the co was looking for people in different areas to do advertising by putting a car wrap on their vehicle and that the co woudl pay $400.00 per week. You will also notice that there is two dated 5.6.13 at 12:20 pm & 12:30 pm they are basically the same with different titles. I have also sent you a copy of the check I received front and back along with the letter that came with the check. The emails will show what Mr. [redacted] wrote to me and my responses. The return address on the envelope that the check came in is 5 [redacted] XXXXX. Besides all of this there was a couple of text messages sent back and forth which was to say that I had not received the check and letting him know that I did receive it on 5.8.13. All he wrote was to keep him updated on both the 6th & 7th. Once I let him know that I had received the check I never heard anything from him till the email I rec'd on the 10th.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

[redacted] also gave me the number to the Nestle Co to check and see if they were aware of a Mr. [redacted] but I have yet to receive a return call from them. The Pres. of [redacted] where I do my banking contacted the Federal Credit Union located in [redacted] which is the name on the check. They are aware of it and stated that it is a bogus check, there has been a couple of different ones brought to their attn. I hope everything I have sent you is helpful with this situation and getting the word out about a new type of scam out there. Your or the media if need be may contact me. Thank you so much for your time.

Business

Response:

Business Response /* (1000, 5, 2013/08/22) */

Customer Experience Specialist, [redacted] spoke with Mr. [redacted] regarding a recent promotional email and $400.00 check he received. [redacted] stated that the promotional email is not associated with Poland Spring Direct and advised Mr. [redacted] to contact local and federal authorities. [redacted] provided Mr. [redacted] with his direct contact information should he have any further questions.

Review: Account #XXXXXXXXXX I mailed on Sunday 08/11/2013 from the USPS a USPS money order for the amount of 23.85 that was owed to this company. I also instructed them to cancel the service as for it was horrible service their delivery man would never and I mean never pick up the empty bottles that was in my home. When I phoned the company to complain I left instructions for the driver to ring my bell to retrieve the bottles as for they had accumulated to the number of 9. The driver did not do as the person on the line of communication said that he would on his very next visit delivery. I did not pay the amount on the date by auto as for I was discontinuing service as for it was horrible. I am sixty years old he would never ring the bell to merely place them inside my home. I live alone and the service was horrible. I sent by USPS mail the amount owed and instructions to cancel the delivery service. On today I received a letter citing that I owed 47.66 attaching a late fee. REALLY? When I phoned to ask why my account had not been updated as paid and a date set for pick up. the person was rude and cited that I had to phone in to cancel was the only way not in writing as I had completed for my proof of contact. I said that I did not owe 47.66 I paid on time by USPS mail and money order. I should not have to merely leave their bottles outside my home for anyone to take if so desired. They were rude and never once delivered my 5 gallon bottles inside my home I am a senior citizen and should not be treated with such disrespect. Not then and not now.

Product_Or_Service: April 2013

Account_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want my bill zeroed out as it should be I want the 9 bottles not 12 as she indicated which was totally false to be picked up and I not have to merely place them outside my home in hopes that they pick up all nine bottles and not charge me for anything else. I never want to have such poor service to a senior citizen such as myself ever again. Being rude is such a disappointment to me...

Business

Response:

Business Response /* (1000, 5, 2013/08/29) */

* Customer Experience Specialist, [redacted] spoke with [redacted] regarding the closure of her account. Ms. [redacted] was unhappy that nine empty 5 gallon bottles had not yet been picked up. Jarod apologized for any inconvenience and scheduled for all nine empty bottles picked up on August 27th 2013. Jarod also confirmed that Ms. [redacted]'s last payment of $23.85 had cleared on August 28th and that her account is now closed leaving no balance due. She was satisfied with our resolution and has [redacted] direct contact information should she have any questions or concerns.

Review: Nestle did a poor job in contacting me regarding my balance due. My credit card on the account was declined and they attempted to mail me an invoice (to the wrong address) and call me (to the wrong phone number) and they were not able to reach me (for almost 4-5 months)

I've given them my correct office phone number, desk phone, and personal cell phone many times before. They neglected to keep any of the correct information in my account to reach me.

Their emails go to spam- I try to log on to their online account- and the directions were not clear in how to start your online account.

They did not seem to try harder to contact me- In the past I've given them ALL of my information to reach me yet they chose to send paper invoice to the wrong address and call the wrong phone number.Desired Settlement: They could easily take off about half the charge off as it was partially their fault for not correctly documenting my contact information and trying harder to contact me.

Business

Response:

To Whom it May Concern:We attempted to reach Mr. [redacted] on 7/6/15 and 7/7/15 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]

Consumer

Response:

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,

Review: I had an account with [redacted] for several months while I lived at [redacted] in [redacted]. I moved on August 1st, 2014 to [redacted].

I called them in July to cancel my account and they told me they would pick up the water cooler August 1st.

I called them August 1st to see if they were going to still come that day because I had gotten everything in the moving truck and was ready to move.

They told me they would come that day to pick it up. I left and moved.

I have not gotten billed since, and there has not been any deliveries that I know of to that address.

On March 5th, 2015, I got billed $46.43 from this company.

I called and they told me that they made a delivery in July and then came to pick up the cooler Aug. 1st. They verified that I called Aug. 1 to make sure they were coming but they do not have the equipment and now they have delivered another 3 bottles to the address (on Feb. 10th) and have began to bill me monthly for service again.

I have not talked to anyone from the time of cancelling the service and moving in July until now, and they have not billed me. They now say I am responsible for a $159.99 water cooler and my $46.43 monthly bill for service and also $5/bottle for any bottles that are not returned, 3 currently for a total of $15.

They will keep my account open and continue to bill me until I return the cooler and at that point I can cancel my account.Desired Settlement: I am not responsible for a water cooler that was returned to them when I cancelled my account over 7 months ago. I would like a refund for the $46.43 bill for services I have received and I need to be sure my account is cancelled and will not receive any future bills or deliveries. I will not pay any future fee for unreturned bottles or the cooler cost.

Business

Response:

Customer Experience Specialist, [redacted] spoke with

[redacted] today regarding a recent billing issue. [redacted] had closed her Arrowhead water

account in August 2014 but was recently billed $46.43. [redacted] appolgized for the inconvenience and

offered to credit the amount paid. [redacted]

refunded [redacted]’s credit card the $46.43. He advised [redacted] that she should see

the refund back to her card in 2-3 business days. [redacted] also adjusted of the water dispenser so

that [redacted] would not be charged for it.

The total adjustment for the water dispenser came to $159.99. [redacted] provided [redacted] with his direct

contact information should she have any further questions.

I have been dealing with a division of this company for over twenty years and I have had to terminate my relationship because, for the third time, they have double-billed me.
I am trying to get the matter resolved but I anticipate I will have a difficult time.

Review: Because I no longer live at the delivery address, I have requested suspension, then cancellation of my account several times. They keep delivering water and billing me.Desired Settlement: Termination of my account and their billing to it! I no longer need or want this service.

Business

Response:

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.

Review: Customer Account# [redacted] - I'm moving Friday. I called Monday for a pick-up on Tuesday of 5 empty bottles - a no call, show occurred. On Wednesday I called to get the same pick-up for Thursday (today), and instead of a phone call to confirm, the pick up was pushed to Friday and I receive an e-mail, but Friday is the day in which I won't be at my address. If the empty bottles are not fixed by the end of today, Thursday August 29, I'm cancelling my service because I'm not traveling with multiple empty 5-gallon water bottles - they do not fit in my small vehicle. Someone needs to fix this ASAP.

Product_Or_Service: Poland Spring Home Delivery

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I need the 5 empty 5-gallon bottles picked up ASAP, by the end of the day, August 29 or service needs to be cancelled and I'm throwing the bottles away, and your not charging me for it since this is the fault of the company.

Business

Response:

* Customer Experience Specialist, [redacted] spoke with Ms. [redacted] about a scheduled pick up of empty bottles that had not been completed on August 27th . [redacted] apologized for the inconvenience and agreed that a phone call would have created a better experience. [redacted] confirmed that six empty bottles were picked up on August 29th. [redacted] has provided his contact information to Ms. [redacted] should she have any further questions

Review: I signed up for water delivery in about 2008. The contract was for two years which I honored, and then some. However, no one would drink from it after we caught the dogs suckling the dispenser. I put everything outside for the delivery guy. But for the last three years I have been canceling deliveries. I had tried to cancel by phone but the operators are extremely rude. During this time, my balance has bee zero. Then all of a sudden they started charging me rental fees in may? of 2013 for a dispenser they have. Now they have turned it into a collection agency. Revdex.com, check my billing history with them for the last four years.

Product_Or_Service: Water Delivery

Account_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want the account closed. I want the dispute with collection agency cleared and letter stating same.

Business

Response:

Business Response /* (1000, 5, 2013/08/16) */

* Customer Experience Specialist, [redacted] spoke with [redacted] regarding the status of his account. Mr. [redacted] was unhappy that his account was sent to an outside collection agency after he had returned a leased water dispenser. Jarod confirmed that the account is closed and waived the total balance that was written off to [redacted] and [redacted] confirmed that this issue has not negatively affected Mr. [redacted] credit reported. [redacted] has provided Mr. [redacted] with his direct contact information should he have any further questions.

Consumer Response /* (2110, 7, 2013/08/20) */

(The consumer indicated he/she ACCEPTED the partial settlement response from the business.)

It appears from Nestlé's statement that the matter is corrected, however, I have yet to receive a letter stating the collection matter was a mistake.

Consumer Response /* (3000, 12, 2013/08/23) */

[redacted] has not kept up their end of the agreement as I have just received a phone call from their collection agency. It appears that their word is as good as their record keeping.

Consumer Response /* (-5, 14, 2013/08/27) */

Got a call from their collection agency tonight on my cell phone. Number was XXX-XXX-XXXX. This is [redacted] collection agency.Really just want this to stop.

Business Response /* (4000, 15, 2013/08/30) */

* Customer Experience Specialist, [redacted] spoke with [redacted] regarding the status of his account. Mr. [redacted] was unhappy he had received a call from [redacted] and [redacted] regarding a previously resolved concern. [redacted] spoke directly with [redacted] and [redacted] confirmed that the account is no longer in a collection status, and sent a letter of confirmation to Mr. [redacted] has provided Mr. [redacted] with his direct contact information should he have any further questions.

Review: Hello, I'm being billed for deliveries I never received. since I opened this account it's been nothing but problems. This is already my second complaint with the Revdex.com. my account keeps getting closed, and deliveries stop. the reason being because the account was originally set up as a commercial account but I'm located in a residential location. the driver reports this, the account gets put on hold and deliveries stops, I keep getting billed as if the deliveries are coming. no one replies to my complaints and the billing department is hounding me for a incorrect invoice amount that is steadily increasing with late fees etc.. not to mention the first cooler they dropped off here leaked 5 gallons of water on my 3 month old carper while I was sleeping. they gave me a replacement 5 gallons as a thank you......

Product_Or_Service: Water Delivery

Account_Number: 0032390478

Desired Settlement: DesiredSettlementID: Refund

my bill corrected and service to remain consistent moving forward. if I can not receive consistent deliveries without interruption I would like to just get the bill corrected and close the account with a payment in fill.

Business

Response:

Business Response /* (1000, 5, 2013/05/06) */

Customer Experience Specialist, [redacted], spoke with Mr. [redacted] regarding his [redacted] account. Mr. [redacted] was billed for deliveries that he allegedly did not receive. [redacted] and Mr. [redacted] were able to negotiate the current balance to $76.11. [redacted] emailed Mr. [redacted] an amended copy of his invoice with the new total, an adjust of $139.58 was processed. Going forward, we will leave Mr. [redacted] a delivery slip each time we make a delivery to ensure he receives his complete deliveries. [redacted] provided Mr. [redacted] with his contact information and confirmed that the matter is resolved.