Nestle Waters North America, Inc.

Review: I just received a notice in the mail about my "delinquent" account from Nestle Waters, which was due to my bank re-issuing my debit card with an updated expiration date. Instead of sending me an email notification, which I am set up for on the website, instead I received a very stern letter reminding me about establishing credit with the organization - with an imperative to respond within ten days of receiving the letter or else face the closing of my account. This letter was dated 12/31/15, and I received it today, 1/7/15 at 10:30 p.m. When I logged into my account online to fix this error/issue, I was met with a notification that my account cannot be managed online. When I called the number listed on the form, I was notified that I had to call back at another time, "during normal business hours." Had my account been available to me online, I could have fixed this issue immediately. Had I been notified VIA EMAIL WHEN THE ERROR OCCURRED, I could have rectified this within 10 minutes. I don't appreciate that the first communication that I am receiving about this issue comes in the form of a stern and rather threatening letter.Desired Settlement: I would like an apology and a resolution to this billing issue, which was created not of my own volition, but as a result of my bank re-issuing my debit card with a more secure chip, which altered my expiration date. I would also like to receive EMAIL NOTIFICATION WHEN THERE ARE BILLING ISSUES PERTAINING TO MY ACCOUNT, NOT LETTERS THE SIZE OF POSTCARDS THAT CAN EASILY GET LOST IN TRANSIT.

Business

Response:

To Whom it May Concern:We spoke with Ms. [redacted] on 1/15/2016 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. [redacted]'s account has been reinstated and is in perfect standing.We appreciate the feedback and the opportunity to work directly with Ms. [redacted] in order to resolve this matter.Thank you,[redacted]Customer Experience SpecialistReadyRefresh by Nestle/Nestle Waters North America

Consumer

Response:

Dear Revdex.com, I just received a message that my complaint is closed without comment from me. I did get the notification from Revdex.com about the response from the company, but I could only view the response, not provide any comments. I thought that the message was for viewing purposes only, and didn't know how to counter with anything. I did get a call from the company and was satisfied with their response. If my complaint can be modified to reflect that the company did address my concerns to my satisfaction, that would be greatly appreciated. I had no idea what I was supposed to do with the notification that I initially received, other than to view it. Regards, [redacted]

I have been trying to set up service with Nestle Water Co since before Thanksgiving. I have called multiple times, and left multiple messages with "Stephanie" at their corp. Office. She has never returned my call, nor has any of the "Sales Reps" that are able to handle wholesale accounts. Horrible, horrible customer relations and new service procedures. But as it stands - they don't need to call me now - I found another compnay and am very satisfied with their service.
WAKE UP NESTLE - you're not the only game in town!!!

Review: This company, Ready Refresh by Nestle, formerly Arrowhead Water, never delivers when the delivery is scheduled. I have to call monthly to beg them to do their job and deliver water. They come anywhere from one to 5 days late. Then when they do come, half the time they forget the key to my gate so leave the empties and dump the water on the sidewalk outside the gate. I live in the city of [redacted], so leaving products for me in the middle of the sidewalk is not safe. Despite numerous complaints to this company over the past years, no change is ever instituted. It is a water delivery service and yet somehow delivering water seems to be a challenge for them. I pay for this service and the delivery of water should not be a source of stress for me every month.Desired Settlement: I would hope this company would figure out how to consistently and efficiently do the monthly water delivery without requiring the customers to call every month to beg for proper service.

Business

Response:

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 SpecialistReadyRefresh by Nestle

Review: My complaint to them:

You have left two bottles of water on my front porch which I did not order. I have repeatedly requested that you take them away. I have experienced rude, non-reponsive treatment. You continue to send me bills for $0.00, which are an inconvenience and a waste of your time and mine. My requests for you to stop this have also been ignored. I will now start charging you $1 per week in storage charges for the bottles you have left on my front porch until you remove them. As I have indicated to your "customer service" staff, I will report this to the Revdex.com and anyone else who will listen to me. If the wasteful invoices do not stop, I will complain to the [redacted]. I am ready to address this in small claims court. Please: remove the bottles from my front porch and stop sending me wasteful pointless mail.Desired Settlement: Rmove the bottles. Stop sending me pointless zero amount invoices

Business

Response:

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 SpecalistReadyRefresh by Nestle/Nestle Waters North America

Consumer

Response:

Thanks to Nestle and to the Revdex.com for resolving this. I am very happy with the support everyone has provided to fix this. Stu

I have reviewed the response made by the business in reference to complaint ID 11005578, and find that this resolution is satisfactory to me.

Sincerely,

Review: Nestle offers a packaged product of bottled water- 24 half litter bottles in packaging suggesting that it is flavored water- notice the pictures of fruit. When I got this home it turned out to be plain water- the picture was an ad. The word "try" is in the very corner. Very deceptive advertising.

Business

Response:

* Customer Experience Specialist, [redacted], spoke with [redacted] regarding an advertisement on a case of Nestle Pure Life Drinking Water. The advertisement was for our flavored Nestle water, Nestle Splash. Ms. [redacted] felt that this was misleading, as she was expecting the water that she purchased to be a case of Nestle Splash. [redacted] explained that it was an advertisement for an alternate product and apologized for any inconvenience this may have caused. [redacted] mailed a coupon good for one Free case of Nestle Pure Life water to Ms. [redacted] so that she may try our Nestle Splash. [redacted] has provided Ms. [redacted] with his direct contact information should she have any further questions.

They would never deliver to the right place 8 out of 10 times. I was promised a refund for recycling bottles and was never refunded the money. This business is a complete waste of money and time.

Review: I have been double and triple billed in the same month with no delivery on more than one occasion. I contacted Nestle and they said it would be fixed the next month, but words without action are meaningless. I have placed empty water bottles for pick up and only a few get picked up, not all of them. The initial bill was around $25, after about 6 months, it was double and after a year I was paying around $90 a month for water delivery which may or may not happen. Unstable pricing!Desired Settlement: I would like Nestle to sort out this mess, pick up the rest of the bottles that I have, and resolve the billing issue. I have over paid too long. They have sent my account to a collection agency and since, Nestle won't resolve this issue with me. I would like this to start and end with Nestle, not some collection agency.

Business

Response:

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.

Review: I recently closed out my "water home delivery" account with Deer Park Water after 7 years of service (XXXX-XXXX). The customer service rep reviewed my account and charged me an agreed upon amount. One month later, I received an additional/extra invoice for $112 for "unreturned bottles." I called Deer Park about this and they said that I had 22 outstanding bottles that I had never returned (I only have 10 bottles still at my home). Furthermore, Deer Park NEVER explained that they charge an extra $5 on top of what they charge monthly for water (unless it is noted in fine print, it does not say this on their invoices). I disputted this $112 invoice and the customer service rep promised me that they would investigate and get back to me within 48 hours. Instead of calling me back and explaining their rationale, they performed an unauthorized charge of $112 to my credit card on file. Deer Park never contacted/communicateed to me during the last 7 years about any "outstanding bottles." I will swear in a court of law that I have never disposed of, sold, etc any of the Deer Park 5 gallons bottles delivered to my home; therefore, I believe that Deer Park may be adding on this additional and UNSUPPORTED charge to customers (I believe that this is true for my situation). I ask the Revdex.com for their help in investigating Deer Park's billing practices and obtaining a refund for me.

Product_Or_Service: Monthly Delivery of 5 gallon water bottles

Desired Settlement: DesiredSettlementID: Refund

I would like a refund of $192, which is made up of $70 for unused/unopened bottles ($7/full water bottle) that I want to return, and $112 for the unreturned/outstanding bottle charge.

Business

Response:

Business Response /* (1000, 5, 2013/06/03) */

Customer Experience Specialist, [redacted] spoke with [redacted] regarding his recent charge of $132.00. Jarod informed Mr. [redacted] that Deer Park Direct charges a bottle deposit chargeback for all unreturned bottles at the time of cancelation. Mr. [redacted] explained that he was given time to use the 10 full bottles before having to return them. Jarod apologized for the inconvenience that this charge has caused and offered to refund the $132.00 back to his credit card. Mr. [redacted] will contact Jarod when he is ready for the pickup of the empty bottles and is satisfied with the resolution.

Review: We have called [redacted] several times since November as they are not removing invalid charges from our account. Each time, they say they will have someone call us back and send an itemized bill, and each time they fail to do so. They say they will turn our account to collections but have yet to send us a proper bill or remove the fraudulent charges.Desired Settlement: We have gone ahead and paid the bill so that it does not go to collections so at this point we expect a refund.

Business

Response:

Customer

Experience Specialist, [redacted] has attempted to contact [redacted] unsuccessfully three times leaving a voicemail each attempt. He left a voicemail on March 11th,

March 12th, and March 16th. [redacted]

also emailed [redacted] directly at the email address provided in her

original claim. [redacted] has provided his

direct contact information on each voicemail and email should [redacted] want

to discuss her billing concerns.

Review: [redacted] continues to change the delivery schedule without my explicit consent. I setup the account with one delivery every three months. Since the first delivery, [redacted] has changed the delivery schedule three times to once per month. After each incident, I changed it back, only to have [redacted] change it back to once per month again. I have notified [redacted] by email & phone several times with no change. [redacted] has not responded to my latest complaint.Desired Settlement: I am requesting [redacted] management be audited for deceptive consumer practices regarding how their system automatically changes the consumer's delivery schedules. Also, I am requesting [redacted] management be audited for purposeful fraud.If warranted, a Class Suit may be an appropriate course to better effect change with this companies management.

Business

Response:

Customer Experience

Specialist, [redacted] attempted to contact Mr. [redacted]l on March 14th

and 17th leaving a voicemail each time. He also emailed

the customer directly at the email address located on file. Mr.

[redacted]l was upset concerning the recent delivery schedule changes in his

area. Unfortunately, [redacted] has not been able to speak with Mr.

[redacted]l regarding this issue directly. On March 18th, Mr.

[redacted]l contacted [redacted], stating that the matter has been resolved

and requested that no further contact is made. [redacted] did provide his

direct contact information should Mr. [redacted]l have any further questions.

Consumer

Response:

"On March 18th, Mr. [redacted]l contacted [redacted], stating that the matter has been resolved..."

Review: I drank from a bottle of [redacted] drinking water from a case I bought that was contaminated with foreign materials of chunks of what appeared to be capsule pieces and white powdery substance. [redacted] told me to send it back to them which I did and that is when [redacted] services for Nestle took over the claim. I then was in contact with [redacted] and [redacted]. All I wanted was to find out what I had injested and they sent me a letter stating it was my cholesterol medicine that they took off of my doctors report from my visit over this horrible incident, because I feared for my health, and then they accused me and my family of putting this in the bottle which I proved by tests, pictures and witnesses that it wasn't fenofibrate at all , and they still will not give me the actual tests results from the lab that supposedly did them because either they never did the tests or they would incriminate their client, [redacted] NA,who they get paid to protect. They say that the results are privlidged but how can that be if they already gave them to me in a letter that was sent without a date on it,or the name of the lab who did the tests and had no name or signature on it. This is no way to treat a consumer who desperately wants to know what I injested and has a right to know the truth instead of lies and unfounded accusations at me and my family when we have done nothing wrong but trust [redacted] NA to provide clean drinking water which they failed to do in this case and thereby they are the guilty party here and should take responsibility for this problem.

Product_Or_Service: [redacted] Water

I would like to change my complaint from [redacted] CMS to [redacted] NA as I purchased the water from them and therefore they are responsible for the foreign substances being in the [redacted] bottle that I drank from which was contaminated. They have known about this problem from the beginning, as my husband notified them by phone on 5/5/14 and have been aware of this controversy through [redacted] and my phone calls to [redacted] corporate office of the president and still did not step up and take responsibility. Their info is: [redacted]

Could you please forward the original complaint to them instead or to the Revdex.com in [redacted]. for me because my computer isn't cooperating with me and it takes so long to type anything on it . Call or email to let me know please. Thank you so much.

Sincerely,

[redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation) I have been worried about my health from drinking from that contaminated bottle since it happened on May 3,2014 and have been trying to resolve this by repeatedly requesting the actual tests results and have been told that they cannot give them to me so I need help in getting them and I even called the corporate office of the president of [redacted] and spoke to his assistant, [redacted] and she just passed it on to [redacted] CMS and I was back talk

Business

Response:

[redacted] will be working with Ms. [redacted] directly in

order to address these concerns and will be providing our response to her this week.

Consumer

Response:

Review: [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,

Review: [redacted] has failed to deliver bottled water for multiple scheduled deliveries since the holidays, during which time we were left with no water for two weeks. Our scheduled delivery was for Friday, March 27, about which we received a recorded message informing us that the delivery would not be on Friday but today, Saturday, March 28. We received another recorded message on Friday, confirming the delivery for today. But, again, as before, no delivery was made and no message was received about the failure to deliver. There are obviously serious problems with [redacted] management servicing the [redacted] area and perhaps not coincidentally the service failures always occur over the weekend when [redacted] customer service is closed, suggesting local management feels no obligation to inform customers of service failures. But this represents a repeated breach in our contract with this company and a major inconvenience to us to constantly be without water that is promised to us. Appreciate if headquarters would get involved to resolve these problems forthwith.

Business

Response:

Customer Experience Specialist, [redacted] spoke with

Ms. [redacted] on April 6th regarding a recent delivery issue. Ms. [redacted] was scheduled to receive a

delivery on March 25th which never arrived. When she contacted the customer service

center, she was informed that the order had been delivered on March 28th.

The order was re-entered and was eventually

delivered on April 1st. Jarod

apologized for the inconvenience and confirmed the April 1st order

was entered at no charge. [redacted] also

confirmed that the delivery made on March 28th had been delivered to

the wrong address. [redacted] offered a Ms.

[redacted] a $50.00 credit on her next delivery which is scheduled for Monday,

April 27th. [redacted] provided his direct contact information

should she have any further questions, or would like to discuss the issue.

Review: When I first signed up for the water services I was told I would be given a $50 credit for a promotion that was running at the time.

Somehow the promotion credit magically disappeared from my account and my debit card was charged $46.35 less than 2 weeks after my first delivery.

I immediately called and cancelled service because I could already see where this was about to go. The truck came to pick up all of the bottles and supplies about 3 or 4 days later. I was then issued a refund on my card for $36.35.

I called back again asking why $10 was withheld and was told that 2 bottles weren't returned. I told them that was false and that everything was in fact picked up. The rep then told me that she would issue the $10 credit.

Almost a month later, instead of getting a $10 credit, MY CARD WAS CHARGED AGAIN!!!! This time for 26.34.

I immediately called AGAIN to find out why I was charged again after I had cancelled, been refunded a portion of my money and had not had another delivery. The lady apologized and said it was a mistake and said she will be issuing the credit for 26.34.

The next day I had the accounts receivable department in India call me and I couldn't understand not one word they were saying and I spoke to 2 different reps. The only thing they did was emailed me a copy of both invoices.

2 days later I called the customer service department back to find out if a credit was issued and the rep said no. That is when I found out that the initial $10 that I was waiting for was credited back to the account instead of being credited back to my card like the first refund.

The rep then told me I was billed 36.34 (she couldn't tell me for what) and since I had a $10 credit on the account my card was charged $26.34. She said she can't help me because it is too complex for her and she would have someone call me from the accounting department in the USA.Desired Settlement: I need answers and I need my 36.34 credited back to my account immediately. I also need my account closed and cancelled in its entirety as requested almost 2 months ago.

Business

Response:

Customer Experience Specialist, J[redacted] spoke with

Ms. [redacted] regarding a recent billing issue. Ms. [redacted] was

frustrated that her credit card was charged incorrectly. Ms. [redacted] was

owed a credit of $10.00. Unfortunately, Ms. [redacted] credit card was

charged $26.34 instead of refunded. [redacted] apologized for the

inconvenience and offered to ensure the credit card was refunded. To

resolve the issue a credit of $36.34 was placed on Ms. [redacted] account and has

been issued as a refund to her credit card. Ms. [redacted] will see the

credit appear within 3-5 business days. [redacted] confirmed the account was

closed and all bottles have been returned. The water dispenser has also

been returned. [redacted] provided Ms. [redacted] with his direct contact

information should she have any further questions.

Review: My business rents coffee brewers and water filtration units. Our office moved locations and I called in to cancel the old office coffee & water accounts and created two new coffee & water accounts for the new location in May of 2015. The customer service rep confirmed they were closed, accounts were paid in full.

Five months later I was still receiving invoices for the old accounts with past due balances. I have called, I have sent the invoices back marked cancelled with cancellation letters. I have notified them four times with cancellation letters and to remove/delete those old accounts. I even notified our supposed sales rep, Stephen L**, about the invoices and requested he take care of the issue internally.

This is month six, and I just received new invoices for the two cancelled accounts. I want these two accounts removed from their system. I don't understand how hard it is to mark an account closed and remove it. Nestle will continue to bill for services not used. If they can't remedy this I will be forced to close the two current accounts, throw away the rental equipment, and stop paying.Desired Settlement: Close/delete/remove the two accounts that were confirmed closed in May 2015.

Business

Response:

To Whom it May Concern:We have attempted to contact Ms. [redacted] four times (twice by phone and twice by email) in regards to her concerns, leaving our direct contact information each time. Unfortunately we have not yet heard back. We look forward to the opportunity to speak with Ms. [redacted] in order to resolve these issues.Thank you,Kate O[redacted]Customer Experience SpecialistReadyRefresh by Nestle

Review: I have an account with [redacted] for water delivery. I have postponed many of my water deliveries due to an overstock of 5 gallon water jugs. I received a call from someone representing [redacted] asking for payment on outstanding bills. I said I would log in and see what the charges were for. I tried to log in and was denied online access. I called the company and asked why I cant access my account and was told the account was overdue and I was locked out of the system. I informed them that without some itemized list of charges that I was not willing to pay. I have never received an invoice from [redacted]. I never received an email stating that I have any amounts due. How am I to know if there is a balance if I never receive any billing. I was also told my account would be sent to collections if I do not pay the invoice in full. Again, I have no idea what the charges are for because I have never received an invoice. This is very poor customer service and to threaten collections when I have not received any indication of a past due bill is ridiculous. I have always paid my bill. I have been with [redacted] water service for well over 10 years. This is how they treat their long term clients. This does not surprise me. I had rented a carafe from [redacted] when I first signed up and was being charged $7 a month for the 1st 6 years. This was when my wife was handling the payment of the invoices. This porcelain carafe that I can buy new for $55 cost me over $500 until I called them and confronted them about it. They quickly removed that from my billing but I was not refunded any of the past payments. Poor customer service.

I require an itemized invoice to review and a manager to speak to at [redacted].Desired Settlement: Cancelation of my [redacted] account. Apology from manager. Account balance $0.00

Business

Response:

Customer Expierience Specialist, [redacted] spoke with [redacted] today regarding a recent billing issue.

[redacted] was upset that his account had gone past due and that he was

being sent to an outside collections agency.

[redacted] apologized for the inconvenience and offered to help. [redacted] informed [redacted] that had not made a

payment because he has not received any invoice. [redacted] updated the billing information and

offered to send him copies of any open invoices. [redacted] agreed to remove the three late fees totaling

$45.00. [redacted] paid the remaining

balance of $81.13 which was his last two deliveires in October and November.

Review: I have received a delivery of the water from this Company. I have paid monthly fee for 2 bottle $13.98. This company illegally was charging me late fee more then service which they offering $15.Even I have cancel my service with them they keep charging me $15 after my cancellation when I 've asked for final real invoice without all overcharges. This is horrible how they ripping off customers.Desired Settlement: Correct invoice without illegal overcharges.

Business

Response:

Customer Experience

Specialist, [redacted] spoke with [redacted] regarding a recent billing concern. [redacted] was frustrated

that her account was sent

to an outside collections agency after she had canceled service. [redacted] apologized for the inconvenience and

agreed to discuss the

billing. [redacted] stated that she had not received any communication

about the balance owed . [redacted] agreed that a phone call would have created a better experience. [redacted] and [redacted] settled on a payment of $55.16 to settle the account. [redacted] confirmed that the account has

been fully removed from the outside collections agency. [redacted] has provided his contact information to [redacted] should she have any

further question.

Review: I have held the service of this company for nearly three months now and they have NEVER held true to any of their delivery dates. This company is horrible but unfortunately they have cornered the market so I have no other choice but to use them. The deliveries I was to get was the 2nd and then today on the 6th and now they stated now the 9th. If this was to happen to me they would put me into collections for not holding up to my end of the deal. The double standard this company proceeds with is pathetic !!! I just wish they would straighten up their [redacted] location because as it stands NOW they don't hold their delivery dates as promissory and still take funds out of my account.If nothing is done about this situation [redacted] will force me to contact the federal trade commission about not full filling their obligations and still charging me for services never rendered. Please correct this issue because your services are horrendous and sooner or later I'll say enough is enough an find my bottled water elsewhere.Desired Settlement: I want a statement stating that they will work on correcting this problem and take this matter seriously, and it will not continue.

Business

Response:

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.

Review: One bottle out of a 24 case of Nestles [redacted] water that I had purchased had a large amount of white powder sediment settled at the bottom. Unfortunately I had inserted the bottle into a bottle sleeve which keeps beverages cold. After the 5th or 6th sip, the water turned a murky white. My son was in the kitchen w/me, and we both looked at the unknown sediment (which was tasteless). I immediately called the company. The rep thought it was probably 'minerals' and I was sent a pre paid package w/instructions to send it back for analysis. The laboratory results on this substance was not solved as the company's letter states 'the container was opened and exposed to environmental conditions'. 'The water is passed through particle filters, so the likelihood of the particles originating at the factory is highly improbable'. 'We are unable to explain you experience'. With the finest technology available, this is a highly unacceptable answer. The bottle was properly sealed, so there is no other way this substance got in to the product other than the manufacturer.Desired Settlement: I want a reexamination test and a clear explanation as to what was in my bottled water.

Business

Response:

Nestle [redacted] Consumer Services attempted to reach Ms. [redacted] directly on December 5 and December 8. Each time they were unable to

leave a voicemail. We have re-submitted

the customers sample to be examined at our National Lab and will provide

Ms. [redacted] with the results once they are

available. If Ms. [redacted] has any further questions, she may

contact our Consumer Services Center at

###-###-####, Monday through Friday, from 5:00AM to 5:00PM Pacific

Time. Please have her ask for the

supervisor on duty.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I will wait until a second examination of the foreign substance is analyzed to hear what the results imply.

Sincerely,

Review: Was change for services which was not authorized by us.

Our business location since 2007 had water delivery company call [redacted] in New Jersey. In last few year I believe the [redacted] was bought up by

Poland Spring which is Nestle Pure Life Direct unit.

Our contract with [redacted] was for two of the water coolers we had was to be used without any monthly rental charges. When account was transfer

Over to Nestle Pure Life Direct they started charging us rental on those two units without any prior notifications. Once we contacted them we were told

It was a mistake and they will remove the charges.

Well now we just received a notice from Nestle Pure Life Direct that we have Amount due of $ 162.60 on our account for charges for the two coolers.

Yesterday I contacted there customer service rep. and they looked up the account and confirm that all the notes were made on the account. And she

Did agreed that they will remove the charges and I was supposed to be contracted back via phone call.

Didn't receive any call for 24 hours so when I contacted back today, ironically there is no notification on my account of I spoke to any account rep.

And all the data which was confirm yesterday is no longer exist.

I wanted to post this so anyone is same boat as we are and was transfer over from their old water company to Nestle Pure Life Direct should be careful.

And make sure they don't receive any back charges as we did.

I am very disappointed at Nestle Pure Life Direct business practice. And I am more upset at the fact that they had promised not to charge for the units

And which was also confirm over the phone and then walked away from the commitment and falsely billed us for service we didn't agreed.

Since we have all data we will be taking this to formal complaint with consumer division, Revdex.com and others also.

Our Account # XXXXXXXXXX if Nestle Pure Life Direct would care to verify the info provided above.

Desired Settlement: We have requested to close our account and returning all equipment and empty bottles. Please letters our account of past due to Zero.

Business

Response:

Business Response /* (1000, 5, 2013/04/19) */

Customer Experience Specialist, [redacted], spoke with [redacted] regarding the rental charge of water dispensers. He previously had 2 free rental units from [redacted] water company, however, the discounted rental price was removed upon Nestle Pure Life's acquisition of [redacted]. Mr. [redacted] received an invoice for $141.12 which included late fees. [redacted] offered to waive the late fees that have been assessed, to ensure the coolers were picked up, and all rental charges were waived. [redacted] ensured all bottles and coolers were returned on April 8th 2013 and that a refund check was mailed, check # XXXXXXXXXX was issued for $ 54.00. [redacted] confirmed with Mr. [redacted] that he received the check on April 18th 2013 and agreed that he would consider the matter closed because he has the check in hand. [redacted] provided Mr. [redacted] with his contact information should he have any questions in the future.

Review: Poland Spring Company phoned me to inform me that another customer filed a billing dispute and they have no records of my payments for the last four years. Then informed me they have not received payment on my orders of water delivery back to 2012 and I owe them over $2000 dollars. After many hours on the phone with my credit card companies and copying these payment records, I have sent proof of payment. This company which I started with in 2012 for monthly water delivery does not have any records of the payments which were deducted monthly from my credit card for the past 4 years. This is a huge business with very poor record keeping putting their customers through such a disturbing inconvenience. So this has not been resolved and I have hours of records to go through yet for the past years payment.Desired Settlement: I continue to check my records for payments back to 2012 and feel such a disturbing inconvenience that this company should review the payment records I have sent them and make a billing adjustment for me the consumer if any other balances are due. This is a huge record keeping error on their part and for such a large company this could be happening to many customers which is very unacceptable.

Business

Response:

To Whom

It May Concern,