Nestle Waters North America, Inc.

Review: My office uses [redacted] for their water. One day, a Rep came in advertising free cooler rent, and told us if we signed up today we would only pay $15 (or so). Three of us in the office signed up, for our homes. Two days later we get a notice in our bank accounts stating they drafted around $40. From each of our accounts.. We contacted the Rep directly who sold it to us originally. Who's name is Vic C[redacted]. The following weekend he showed up, with cash in hand.. to "refund" our money. Along with some open cases of tea, and water, I guess he found in the warehouse to give us. Which was very sketchy all together. I set my account up for "call for delivery" so when I need water, I call to have it scheduled. So, the following two months I keep getting deliveries of 3 water jugs. That I DID NOT ask for. I had to call once again to get that "fixed". Well, they never fixed the issue until I called back the third time, and they forced me to pay for the water anyways, about $16. I went online to make the payment, because I did not trust providing my card info over the phone, due to the NON authorized drafts they had already taken from my account. I made the payment, and then deleted my payment info, and went about my day.. about two weeks ago I receive a notice from a DEBT COLLECTOR for not only the $16, but for $183 for the cooler. Apparently, since I deleted the card it did not go through. So, once again I contact them directly to get this resolved. They record ALL of their phone calls, so this information on record. The first person I spoke to said there was nothing he could do, it was already sent to collections, and that he would have their finance department contact me. That never happened. I called back again, asked for a supervisor, and he was what I thought, really helpful. He took the payment for the $16, set up a pick up for the cooler on a Saturday, and said he would email verification my account is ALL cleared. Saturday comes around, and no one picks it up. I refrained from doing what I had to do that day, to wait for them. I call back the following Monday, 6/22 and ask what happend. They tell me "they do not have deliveries/pick ups on Saturday, and that it was a mistake" So, once again we set up for pick up on Thursday, 6/25. I work m-f and took the morning off to be home (as they requested), and once again, they DID NOT come. I call back, and they said that the person who set up the delivery never put a time, so they should be there by the end of the day. At that point I did not have any more time to waste, so I went to work. I came home around 6pm that night, and there the cooler was, sitting on my front porch. So ONCE AGAIN, I call back (was put on hold for a good 30 min) and they tell me their sorry, they don't know why they never came. They once again set up a pick up date... for SATURDAY. I told the "supervisor" that they do not do deliveries Saturday, we have already been through this. She disagreed and set it up for this upcoming Saturday. I also asked her to email me the letter stating everything was all clear, that the first "supervisor" did not email. She did email me, basically a summary of what we discussed, NOT on a [redacted] letter head, and not an official document. Her name is Kristen T[redacted], and she claims to be a supervisor. She did not know the correct pick up schedule, and did not send the letter that was promised two weeks ago. This HAS gone to a debt collector, and I've exhausted all my resources in rectifying this issue. They have left me no other choice than to contact you. I want everyone to be aware of the AWFUL customer service from this company.Desired Settlement: I want the collections to be removed IMMEDIATELY, as they have already said they would do so. I would also like a FULL Refund for every penny spent at that company. There isn't much else I can suggest to truly compensate me for the wasted time, and lies that have been told.

Business

Response:

To Whom it May Concern:Customer Experience Specialist [redacted] spoke with Ms.

[redacted] on June 29, 2015 regarding service and billing concerns regarding her account

with [redacted]. Specifically,

inconsistencies regarding pricing and deliveries from when the account was established,

as well as delivery concerns and other service issues. After apologizing for these inconveniences

and assuring Ms. [redacted] that they would be addressed internally, [redacted] refunded the customer the $55.16 that she has paid to [redacted] as

compensation for her concerns. [redacted] also

emailed a letter detailing the details of their conversation to Ms. [redacted] per her request

and provided her direct contact information in the event of any further

questions or concerns.

Review: I cancelled my account and paid in full back in 2012. The Poland Spring representative came to pick up the dispenser and did not take it because he didn't want to move the furniture to unplug it. He stated he would go back to the company and get help and come back. He never did. We have since moved. My account was closed. We left the water dispenser with the doorman for them to pick up. Now I get an invoice from Polands Spring saying that we owe them over $200.00!! And they will not correct this. They are threatening with collections. I specifically closed the account and told them I did not want to continue doing business with them because they kept on adding charges for items I did not order.

Product_Or_Service: Water

Account_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like them to clear my account and close it. I paid in full and should not be invoiced further. I never wish to do business with them again.

Business

Response:

Business Response /* (1000, 5, 2013/08/07) */

* Customer Experience Specialist, [redacted] has attempted to contact Ms. [redacted] on July 24tht, July 25th and August 2nd leaving a voicemail each time. Ms. [redacted] has since spoken with our customer service department and resolved the situation with a Customer Service Representative. [redacted] attempted to contact Ms. [redacted] once again on August 6th to ensure that the issue has been fully resolved. He has provided his direct contact information so that Ms. [redacted] can contact him.

Review: We've done business with Arrowhead Direct for at least ten years at our two locations. The price of mountain spring water that we drink has gone up steadily and we called to negotiate the price since their competition came and offered a much better deal. We spoke with a supervisor named [redacted] and he agreed to reduce the cost of 5 gallon water bottles and not charge for the equipment rental fee for billing period 05/09/13 - 06/08/13. He also agreed to give one time credit of $50 which only applied to one location. We called later to confirm the reduced billing for the 2nd location and [redacted] said that she will not reduce the bill for neither location. [redacted] was willing to reduce the bill for May but will make us pay higher price for June and 2nd location. [redacted] said Arrowhead will only start the discount in July. We called in hopes of negotiating a reasonable price with Arrowhead so that we could stay with them. Their unwillingness and the treatment that we received from them feel that they owe us an apology. [redacted] still has not returned my call.

Product_Or_Service: 5 gallon water bottles

Desired Settlement: DesiredSettlementID: Other (requires explanation)

We would like for the Arrowhead Direct to be consistent and give us what little credit we have coming. Price reduction for the 5 gallon bottles for both locations, credit for the rental fees for both locations. The credit should start in May. ANY company should give respect to a customer who have been loyal for more than ten years and not feel that we are too small and can be brushed off the way they have done with [redacted] needs to call us back and explain instead of ignoring us.

Business

Response:

Business Response /* (1000, 5, 2013/07/19) */

* Customer Experience Specialist, [redacted] spoke with [redacted] regarding his pricing with Arrowhead Direct. [redacted] agreed to match the competitor price that was offered at $4.99 bottle and free rent of a bottled water cooler. Mr. [redacted] stated that he was promised a credit for the difference in pricing but never saw it. [redacted] apologized for the inconvenience and honored the credit of $105.36 as a onetime courtesy. Mr. [redacted] paid the remaining $123.79. [redacted] has provided his direct contact information so that Mr. [redacted] can contact him.

Review: We have not received any deliveries for the month of June. We have tried contacting them through email and receive generic responses to call the 800 number. Everytime we call we get a "high volume" message and the wait is from 30-45 minutes, as we wait we get hung up on. They stated they have reps call us back, they never do, and if they indeed do, they never leave any messages on the voicemail. We are very disappointed with the service and have asked multiple time to cancel our service. Instead they send us a bill for June as if they have made deliveries but we have received no product at all. We ask that the bill be removed and our service cancelled so that they can pick up their dispenser.Desired Settlement: Cancelled bill for June and discontinue service

Business

Response:

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,

Consumer

Response:

Review: [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 our

Review: I use to have [redacted] Water home delivery. Due to issues with billing/delivery issues I had delivery stopped. [redacted] turned the account over to collections to [redacted] & [redacted]. I paid them the collection fee and the payment process fee last week. (below is the details). I called in on the 15th and spoke to your customer service team. They advised me that a driver would be by to pickup the cooler and 1 bottle left. The driver never came as usual. Now the collection company is threatening to place the account on my credit. I've paid what is owed and contacted you to pickup your equipment. I'm not paying for your equipment or anymore to your company period. [redacted] - [redacted]Payment Confirmation Number - [redacted] XXXX-XXXX-XXXX-[redacted] $91.60Desired Settlement: The account needs to be pulled from [redacted] & [redacted] immediately. Someone needs to call me to arrange pickup of the equipment. My account needs to be closed out to a zero dollar balance. I will not pay anymore penalties or interest for your negligence. This is unacceptable business conduct on the part of [redacted]/Nestle.

Business

Response:

Customer

Experience Specialist, [redacted], spoke with Mr. [redacted] regarding the

status of his account. Mr. [redacted] was unhappy that his account was sent to an

outside collection agency after he had submitted his final payment. [redacted] confirmed that the account was paid in

full and the water dispenser was returned. [redacted] also confirmed with [redacted] and

[redacted] that this issue has not negatively affected Mr. [redacted]’s credit report.

[redacted] has provided Mr. [redacted] with his direct contact information should he

have any further questions.

Review: At least twice a day I keep getting automated phone calls about taking a survey. On 3-13-15 I called [redacted] and asked them to please stop the phone calls in which I was told that they would talk to a supervisor. Latter that same in the afternoon I rec'd another phone call.......................................THIS IS VERY ANNOYING AND IF IT IS NOT STOPPED I WILL CANCEL MY BUSINESS WITH THEMDesired Settlement: NO MORE PHONE CALLS

Business

Response:

Customer Experience Specialist, [redacted] spoke with Mr.

[redacted] regarding an experience he encounter with our Survey

Call-outs. Mr. [redacted] had received multiple

survey calls in the course of 24 hours.

[redacted] apologized for the inconvenience and confirmed they would stop. [redacted] had Mr. [redacted] contact information removed

from the Survey Call-out list so that he no longer receives them. [redacted] provided Mr. [redacted] with his direct

contact information should he have any further questions.

Review: I signed up for a special that was advertised which is not being honored. I am being charged nearly triple of what I signed up and agreed toDesired Settlement: I want the initial amount on my sign up that was supposed to be good for a year.

Business

Response:

To Whom it May Concern:We spoke with Mr. [redacted] in regards to his pricing concerns and were able to reach a resolution that met his satisfaction. There were some discrepancies regarding a coupon that he had received and the plan that he signed up for, but we were able to reach an agreement that meets his family's needs.We appreciate the opportunity to work with Mr. [redacted] and address his concerns.Thank you,Kate O[redacted]Customer Experience SpecialistNestle 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 very satisfactory to me.

Review: I have had [redacted] direct for a few years now and I recently notice that sport top kids water bottles I have being charged $11.99 when I was told that it would be $3.99 by customer service due to the fact I'm getting less 5 gallon bottles of water which I only receive 3 bottles of the 5 gallons and asked if I could add the fluoride kids water sport top bottles. I was told that I could change my order and that I could switch the 5 gallon bottles for a change to the water bottles with my regular order and the price would be the same. Well, of course I notice the difference inquired from customer service the price on the sport top bottles, I was told that it was fine as it was discovered through past orders that it had been change to this order for my monthly deliveries The problem is that I was told that the bottle sports top are $3.99, I learned that they are $11.99, which or course was could not understand and went to the website to verify. Once on the web site I could not even find this bottle type of water online with [redacted] Direct but after just looking throughout the page I found the larger bottles which were listed $3.99 and are larger the actually sports bottles I'm referring to were not even listed online for me to view. So, I became really concerned and wanted to know why they were so much but the bigger bottles cost less and come as part of the delivery package. I was told that it also comes as a package but now I'm being charge something completely different from before. Also, I would like my bill reviewed because I'm not sure what happen I know I called in my card number but anytime my card is compromised the bank will automatically send me out a new one. Any assistance would be greatly appreciated as I have been a long time customer and would like to keep it that way.Desired Settlement: I would like them to honor the agreement as it was being delivery then my deliveries change and the wrong water was being delivery instead of what was requested, this is initially how this situation started unfortunately

Business

Response:

Customer Experience Specialist, [redacted] spoke with Ms.

[redacted] today regarding a discrepancy on her invoice. Ms. [redacted] was upset that her cases of the 8

ounce fluoridated water bottles were not charged at the agreed upon pricing. [redacted] apologized for the inconvenience and

offered to assist her. [redacted] placed a

credit on Ms. [redacted] account for $25.44 so that she could pay the corrected

amount. Ms. [redacted] stated that her

payment has been mailed to [redacted].

Per their discussion, [redacted] agreed to discount the cases of half pint

bottles so that Ms. [redacted] could continue service. [redacted] provided Ms. [redacted] with his contact

information should she have any further questions.

Review: We ordered a dispenser and 2 5-gallon jugs of [redacted] that would be recurring monthly. It was originally to be delivered Tuesday 1/13/15 between 6 and 8 pm. The driver could not find our home, but a phone call for directions was never made. I had to call to find out the reason nobody ever showed up and why I had spent time away from work sitting at home waiting. I was rescheduled without my permission or being asked, to Thursday 1/15/15. The excuse then was that nobody was home when they showed up around 5 pm. Well nobody would have been at home because our delivery was to be between 6 pm and 8 pm. We specifically scheduled this time to give someone a chance to get home from work. It is not our fault that the delivery person showed up early. Again we when we called, were found out we had been rescheduled to Friday without being asked or told but neither of us were able to be there so we rescheduled it for Tuesday 1/20/15. Once again, after sitting at home waiting, I called to find out where they were. That time, the excuse was that the driver had gotten behind and our delivery had been reschedule to the next day without us being asked. It was rescheduled to Wednesday 1/21/15. I made sure to call a few hours before the delivery was supposed to occur to make sure it was still on track. When I called it was listed as being 6-8 as planned. When I called again at 4:15, it was listed as being 5-7:30. I spoke to an operator and said no one would be home at that time and they said they would make a note and call the branch making sure no one showed up early. But yet again I sat there waiting, and yet again, there was another excuse that we were not home when the driver showed up before our scheduled delivery between 6 and 8 pm. At that point I was fed up, requested a manager, and informed the manager that either someone deliver the dispenser and water that night or she could cancel the account. She contacted the distributor who informed her that they were at that point over 2 hours away from the home and delivery that night would just not be possible. I proceeded to cancel the account. Along the way we had been giving about $150 in account credits due to all the hassle we went through and all our wasted time.Desired Settlement: We would like to have our $150 in account credits refunded to us either by cash or check. I spent numerous hours waiting for the people to show up and missed/rescheduled meetings at work.

Business

Response:

Customer Experience Specialist, [redacted] attempted to reach [redacted] leaving a voicemail each time. He attempted to reach her on February 6th, February 10th, February 12th and finally on February 13th. [redacted] has provided his direct phone number should she want to contact him directly to discuss the service and any account credits.

Review: Frist of all, this is a person who is going the small church that named [redacted] I ordered water delivery when Nestl's sales person came to my office. - After that sales person took my order, we didn't hear anything from Nestl company or that sales person for a while. We received a call from one of our neighbor about waters has been delivered to that person. Which is WRONG address. - Delivery man left the yellow paper with waters at our neighbor's address. That yellow paper had no contact information or signature at the bottom. - We called directly to sales person again for wrong delivery address and confirmed the right address. - we've never received next delivery or bills after that. Tried to contact sales man again but he didn't answer a call, left several messages but never give me return call either. - We believed our account has been canceled or ordered it to wrong company or something. And 6 months has been passed. - We called directly to Nestle for order the waters again on march 2013. I gave them same address, same business name, same phone number but representative never mentioned about previews account. So I believed previews order wasn't from Nestle or that sales person might from different company that uses Nestl's name or something like that. - When we opened the new account, Nestle confirmed the delivery many times and that was totally different with previews delivery. - After 3months later, received a call from [redacted] debt collector company about we owe $162.00 to them about 3 water bottles. And I've found out that was from Nestle...How can they let us open two accounts under same name, address, and phone number? Give previews account balance to debt collector and still having business with current account? We only received 3 water bottles delivery ever since we ordered on October 2012; which delivered to wrong address. NEVER receive a SINGLE bill or delivery after that. This is absolutely unacceptable situation.

Desired Settlement: DesiredSettlementID: Refund

I would like to pay charges of 3 bottles of 5 gallons water but rest of late fees and debt collector fees are unacceptable. We've never received SINGLE bill from them or any delivery service ever since first delivery. This is ridiculous that I'm spending this much time to argue with Nestle or Deer park company whatever. I want $141.48 back from $162.86. I can accept the charges of 3 bottles of water $17.97 + $2.96 + $0.45 But rest of them are not acceptable at all.

Business

Response:

Business Response /* (1000, 5, 2013/06/28) */

Customer Experience Specialist, [redacted] spoke with Ms. [redacted] regarding her Arrowhead Direct account. [redacted] apologized that we did not immediately pick up unwanted products and agreed that we should have resolved this matter upon her first call into our Customer Service Center. He scheduled a pickup for June 25th and offered a full refund of $31.38. The issue has been fully resolved and [redacted] provided Ms. [redacted] with his direct contact information should she have any questions or concerns in the future.

Business Response /* (1000, 8, 2013/07/08) */

* Customer Experience Specialist, [redacted] spoke with Ms. [redacted] regarding the status of her account. Jarod apologized for the inconvenience and agreed to credit the account $123.4. Ms. [redacted]'s credit has not been negatively affected and deliveries will resume as scheduled. Jarod has provided Ms. [redacted] with his direct contact information should she have any questions in the future.

Consumer Response /* (2110, 12, 2013/07/18) */

This case has been solved and we are very satisfy with Nestle gave us quick response and solved this matter.

Review: when I open the account 30 days a go, they offer a 5gallons of water for $5.99 each. Now 30 days after they say: that price is not longer any more. Now they low they can go is $7.99I do understand price can change after contracts end, but we just start. I feel like they lie to me. I don't get what they promised. I spoke with liza today (07/03/2013) in Billing department and she say NO. the best she can do is $7.99

Product_Or_Service: botler of water.

Account_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want the price that I been offer when I open the account $5.99 per 5gallon of water.

Business

Response:

Business Response /* (1000, 5, 2013/07/11) */

* Customer Experience Specialist, [redacted] spoke with Mr. [redacted] regarding his Poland Spring Direct account. [redacted] apologized for the recent price increase. He discussed the differences in price between purchasing water in store and for home delivery. [redacted] agreed to adjust the price per bottle for Mr. [redacted] and entered the discounted rate of $5.99. He advised that the new rate is set for 24 months and is subject to an increase after that. [redacted] provided Mr. [redacted] with his direct contact information should he have any questions or concerns in the future.

Review: We originated service of bottled water delivery on 6/6/13. We began having symptoms of eye discomfort and muscle wear immediately upon drinking the water. We thought that possibly the water was over alkalized and requested a less treated version, however by the time that delivery was received we were still ill and fearful to try the second batch. In calling them around 6/13-6/14 the sales rep was not polite but did agree that a pick up would occur immediately. Another rep stated that we could not get a refund at all for the returned water. We demanded to have them pick up and refund the water, since it was all given back. They promised two separate times to pick up the water and issue refund. The water is in the driveway blocking emergency escape zones for us, and we are being manipulated with placing water for expected return and refund back and forth.

Product_Or_Service: Bottled Water

Order_Number: XXXXXXXXXX

Account_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund

We would like our money refunded and the water removed from our driveway.The money debited thus as of 6/18/13 is $31.38.

Business

Response:

Business Response /* (1000, 8, 2013/07/05) */

Customer Experience Specialist, [redacted] spoke with Ms. [redacted] regarding her Arrowhead Direct account. [redacted] apologized that we did not immediately pick up unwanted products and agreed that we should have resolved this matter upon her first call into our Customer Service Center. He scheduled a pickup for June 25th and offered a full refund of $31.38. The issue has been fully resolved and Jarod provided Ms. [redacted] with his direct contact information should she have any questions or concerns in the future.

Review: FALSE ADVERTISMENT,60 DAY RISK FREE TRIAL I SIGNED UP AND THEY DECLINED ME BECAUSE THE FUNDS WEREN'T FULLY AVAILABLE AND IT WASNT EXPLAINED OR PUT INTO THE FINE PRINT TO SAY THAT I HAD TO HAVE A DEPOSIT OR FIRST PAYMENT. Thank you for choosing Deer Park Direct! The only other thing we would need is your correct credit card information. The credit card ending in [redacted] is being declined when I update it in the system. In order to get you credit approved, the card would need to have an available balance equivalent to your first order. Please get back to me as soon as you can to let me know if we should either use another card number, or when there will be funds available on this card

Order_Number: XXXXXX

Account_Number: XXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

STOP LYING TO CUSTOMERS AND BE SPECIFIC AND HONEST AND REVEIW AND UPDATE THE FINE PRINT.

Business

Response:

Business Response /* (1000, 5, 2013/05/29) */

Customer Experience Specialist, [redacted] spoke with Mr. [redacted] regarding the Terms and Conditions of service with Deer Park Direct. [redacted] explained the details of our risk free trial to Mr. [redacted]. He is satisfied with this resolution and has Jarod's direct contact information should he have any questions or concerns.