Quench USA, Inc.

Thank you for drawing our attention to this issue.Quench makes every effort to address service requests in a timely fashion Unfortunately, due to the remote location of this
particular unit within ***, Inc.'s system, there were some logistical issues that prevented us from getting the repair done quicklyWe regret the delay, and the frustration this caused *** *** at ***, IncAs a sign of goodwill, we have replaced the faulty cooler (on 8/22/14) with a new one Furthermore, we have credited *** with the full cost of a month's service, to compensate for the time they were without serviceQuench never wants to disappoint a customer, and we appreciate the opportunity to make this rightIf there are any further concerns, please feel free to contact me directlyDenise D***
Director of Marketing
###-###-####

Thank you for drawing our attention to this matter.We've investigated Ms***' issue, and determined that after she contacted us on January 20, 2015, our billing department investigated, corrected her account record, and issued a credit memo for the disputed amount on February
Unfortunately, this notification crossed another communication issued on February 16, which still showed her account as past dueWe apologize for this inconvenience - we know how annoying that can be!
Our representative spoke with Ms*** yesterday - she has received the credit notification and we assured her that her account shows zero balanceIf there are any further questions, please feel free to contact me directlyBest regards,
Denise D***
Marketing Director

Thank you for sharing *** ***'s concernWe have since worked with her to resolve the matter to her satisfactionWhen she called to have her cooler removed, the original contract was cancelled and the balance billed out, since she was not able to specify where the unit should be relocated to
Since then, she has relocated and we have worked out an agreement with her to reinstalled the unit under a new contract. Best regards,
Denise D***
Director of Marketing

We had a similar bad experience with this company. We got the water cooler in April 2013. Sometime in September 2014, I called Quench USA to report that the unit was not working and needed repair. No one came to fix it. Soon afterward we moved to a different location in Newark NJ. We brought the non-working water cooler and put it in a corner of the new office and we were so busy with the relocation that we forgot about it. Then sometime in April 2016, I got a call from the collection department of Quench. I explained what happened and instructed them to just pick up the unit since it had not been repaired and meanwhile we had switched back to using bottled water. When we refused to pay the invoices for non-existent services, they hit us with the automatic renewal clause in the contract, saying that we owed them anyway 24 months of monthly rental from April 2015 to April 2017. Of course they did not give us a courtesy advice in advance of the renewal date like other responsible companies would do. Would I have renewed the contract if I had known about it? Under the circumstances, most probably not. Which leads me to believe that they deliberately don't tell the customer as a matter of practice so as to hook them for another couple of years without their even knowing it. Are they acting legally? Maybe, but fairly and ethically? No way.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: [redacted] decided to cancel service after trying diligently to work through a solution with Quench.  As stated before, the system was not installed as requested the first time, then the second year, the system was improperly re-installed so as not to function well enough to provide water for the employees.  Quench was contacted by phone and email several times, and never made repairs sufficient to cause the system to work properly.  The bills were paid on time by [redacted] as we tried to work through the problems, but when it became evident that Quench was not interested in solving the problem, [redacted] informed Quench that the contract would be terminated for non-performance.  At that point, [redacted] would no longer continue to pay the monthly fees.  Quench then wanted to collect fees in advance for the remaining term of the contract for units that were not working, and that they had in many cases never been able to make work.  Photographic evidence of all the deficiencies were presented to Quench, yet Quench refused to take responsibility for the poor installation, and the inoperable units.  In summation, Quench refused to provide a workable system to [redacted] by their lack of service and poor installation, and then wanted to be paid for their non-performance.
Regards,
[redacted]

Quench is committed to providing our customers with a
quality product, and provides both ongoing maintenance and service for every
unit we lease. We value our customer relationships, and make every effort to
address any service issue or complaint promptly and to the customer’s
satisfaction. Furthermore, we are proud of our affiliation with the RevDex.com, and take Revdex.com complaints very seriously. In this case, however, we don’t
believe **. [redacted] and [redacted] have reasonable cause to involve the
Revdex.com.
**. [redacted] entered into not one but three separate and
binding contracts with Quench to rent and service filtered water coolers for
[redacted].  The first contract, for
two units, was executed by **. [redacted] on April 5, 2012.  Less than two months later, **. [redacted]
contracted for another 18 units, and one month after that for another 12 units.  In total, [redacted] rented 32 of our
machines for a period of 36 months.  The
contract is very clear on term, termination, and the customer’s payment
obligations (see attached.)
Moreover, **. [redacted]’s assertion that the units were not in
good working order nor serviced regularly is simply untrue.  Our service records (attached) indicate that
a Quench technician responded to every call from [redacted] in a timely manner and
corrected every problem presented. Note that the issues [redacted] had with their
machines were few and not uncommon.  Most
of the service calls recorded were for regular, annual cleaning and maintenance
(PM) of each unit, which is an important part of the program Quench offers, and
was done on-time and in accordance with the agreement we have with Ingomar
[redacted].
Quench’s position on this matter remains unchanged.  We provided and serviced 32 water coolers for
[redacted].  The contracts are for a
period of 36 months, and [redacted] is responsible for the full value of those contracts, even if they now wish to terminate early. Furthermore, we believe
that [redacted]’s complaint to the Revdex.com is unfounded.

Thank you for drawing our attention to this matter. We apologize that the delay in resolving this issue has caused Ms. [redacted] frustration. We have assigned a Customer Care specialist to work directly with Ms. [redacted] to resolve this matter promptly to her satisfaction by:
- removing all...

machines that have expired contracts,- adjusting invoices to reflect proper billing periods,- crediting and re-billing all invoices for the proper amounts, and- servicing all remaining machines to ensure all filter schedules are correct.Best regards,
Megan B[redacted]Marketing Analyst

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

Yes, [redacted] has exchanged money with them to begin service.

We have been a loyal customer for 4 years. We had purchased our own water system in 2015 and were waiting for our contract to expire ( I knew it was sometime in 2016) so we could cancel it and replace our own system to save money. When I called this month I was told it automatically renewed for 2 years back in March. I was never sent an email or mail notification that this was happening. When I said I wish to close and cancel the account they said they would bill for me the remaining 2 years (up to 2018). Unethical to renew my account for 2 years without any heads up. Apparently a contract signed in 2012 said they automatically renew but running a large business with 2 locations there is no way I could keep track of every billing/expense account we have. A courtesy heads up would have been the appropriate action.

Thank you for sharing [redacted]'s complaint on behalf of [redacted].We have been negotiating with [redacted] to resolve this matter equitably for several months now.  Our position is that [redacted] contracted for Quench's services in June 2012, and paid our quarterly...

 invoices as recently as November 2013.  Our service records do not reflect the dissatisfaction that [redacted] now reports, nor has there been any prior mention of additional costs to provide bottled water.  Quench accepts that [redacted] would like to cancel its contract going forward but we need to resolve the $34,000 past due balance they have accrued. 
Please let me know if I can answer any other questions.

Dear [redacted],We appreciate your calling our attention to this matter. It is absolutely against our policy for any sales representative to repeatedly call or harass prospects. We have determined that Anthony is employed by a 3rd-party telemarketing firm that we have contracted...

with. He has suspended until he has received additional training, and the firm has been put on notice that this behavior will not be tolerated by any of their callers. Additionally, we have removed your company's information from our system, so you should not be receiving any more calls. We truly apologize for the aggravation this has caused you and your colleagues. Quench values our relationships with our customers and prospective customers, and strives to maintain only positive communications with them. 
If I can be of any further assistance, please feel free to contact me directly.
Denise D[redacted]
Director of Marketing
[redacted]@quenchonline.com

Dear **. [redacted],
 
Thank you for bringing this matter to my attention.  We are committed to delivering excellent customer service at Quench, and are very disappointed that we let this customer down.  Our service team has already been in touch with [redacted]...

[redacted] this afternoon, and we have agreed to the resolution requested.  We are sorry to see them go, but are grateful we had the opportunity to resolve this quickly and hopefully to their satisfaction.
 
Please feel free to contact me if any further questions arise in this matter.
 
Sincerely,
 
[redacted]
Marketing Director

Thank you for bringing this matter to our attention. We are sorry to hear that Ms. [redacted] and [redacted] of South Elgin wish to cancel their water cooler service with Quench. Unfortunately, the contract signed with us by [redacted] of [redacted] in 2014 clearly explains the auto-renew policy (see...

item #5 Term and Termination, sentence 3, in the attached signed contract). If [redacted] wishes to cancel, they are responsible for the full value of the contract plus removal fee, as stated.Sincerely,
Denise D[redacted]

City Rent-A-Car, SF. Called to discountinue service over a month ago after many years of use. Received a $417 "Final Bill invoice " for 11 months remaining on auto renew contract. I said "But, I canceled a month ago?" They said, "You needed to do it in writing." I was never told that plus the real kicker is they sent me a final bill without canceling in writing and will not pick up the machine with full payment of final bill. I was told they would go after me for the cost of the machine too. See you in court you crooks!

Review: We called 2 weeks ago to get our water cooler fixed and rarely hear back. The first few times we called to find out what the delay was, they said someone was going to come fix it, but no one ever showed up. Today, they said the person who schedules repairs was in meetings and too busy to help us today. They have been very incommunicative and the bottom line is that our water cooler is still broken.Desired Settlement: We just want our water cooler fixed.

Consumer

Response:

Yes, [redacted] has exchanged money with them to begin service.

Consumer

Response:

Yes, [redacted] has exchanged money with them to begin service.

Business

Response:

Thank you for drawing our attention to this issue.Quench makes every effort to address service requests in a timely fashion. Unfortunately, due to the remote location of this particular unit within [redacted], Inc.'s system, there were some logistical issues that prevented us from getting the repair done quickly.

Review: Quench USA was contracted to install water coolers for both of our factory locations in 2012. The original units they installed were only filtration units. We had asked for reverse osmosis units, but the Quench representative said that they were unnecessary. Once the units were installed, the employees indicated that the flavor of the water was not acceptable. We were unable to make changes to systems during our production season, so we were forced to place bottled water for the duration of the season. The cost of the bottled water was borne by [redacted]. The next spring, Quench agreed to retrofit all the units with a central tank system for reverse osmosis. After the installation was complete, problems with the units began immediately. Some units never dispensed water. The system that Quench installed did not generate enough pressure to feed the number of units attached to it. Some units stopped operating after short periods of time. The technician never identified any causes for the stoppage, but in one instance our maintenance staff found a water line attached to a steam line, which had caused the water line to melt - another instance of poor engineering. After repeated calls to the service technician, and the area manger went unanswered, we started filing complaints online. There were only two service persons for the entire state according to our service person, and they did not show up in a timely manner, and upon performing repairs, and declaring the system needed to recharge, we would find upon use that the system was not functioning again. In March of 2014 Quench was informed that [redacted] would be cancelling it's contract due to poor performance of their equipment and service. [redacted] was forced to maintain bottled water service during the entire time of the quench contract period as well, which was an added expense. Quench informed [redacted] that it wanted to be paid for the remainder of the contract period even though they had not performed as promised, and as a result [redacted] had incurred additional costs. The amount that Quench says [redacted] owes for cancelling the contract is roughly $34,000, and invoices for bottled water during the time frame that the quench units were in the factories is approximately $41,000. Even though Quench failed to perform properly, and did not service the units properly, or install the units properly, they still contend that they should be paid for the remainder of the contract.Desired Settlement: [redacted] would like for Quench to cancel the amount remaining on the contract since Quench failed to perform, and Quench has removed the units from the [redacted] facilities.

Business

Response:

Thank you for sharing [redacted]'s complaint on behalf of [redacted].We have been negotiating with [redacted] to resolve this matter equitably for several months now. Our position is that [redacted] contracted for Quench's services in June 2012, and paid our quarterly invoices as recently as November 2013. Our service records do not reflect the dissatisfaction that [redacted] now reports, nor has there been any prior mention of additional costs to provide bottled water. Quench accepts that [redacted] would like to cancel its contract going forward but we need to resolve the $34,000 past due balance they have accrued.

Review: We have been doing business with Quench for the past few years. They bought out [redacted], who was the company with whom we had our original water service contract. Since Quench took over, we have had horrible customer service. When we have had maintenance issues with our machine, they have been hard to get ahold of, lost our maintenance requests and have typically taken at least two weeks to get a service person out to work on our machine. We called them to cancel service and also sent a cancellation email on 12/26. On 12/31, we got a response from Quench saying that we would have to pay our remaining contract through "8/31/12" plus the removal fee. While I can assume that the cancellation department was trying to make us pay until August of this year, the email referred to a date in the past, and there is nothing we can see in our original contract with [redacted] that states anything about Auto renewal. The original contract we have was dated 8/23/04, and for one of the units was rent to own after 60 months. The paperwork for the other unit located at 10401 N 32nd St refers only to install date and install information. We have no problem paying a removal fee, but our reason for cancelling is that we have not been getting the exemplary service they promise. They have disappointed and frustrated us time and again and it is unfair to try to make us pay for eight more months, for service we are not getting. Moreover, when my business partner, [redacted], called about cancellation, we were told only that we would have to pay through the date we were cutting off service. That is why we also sent an email informing Quench of our cancellation on 12/26/2013. We have attempted to contact [redacted], who was the gentleman from their cancellation department who sent us the email regarding our contract, twice by email and twice by phone and have never received any call back. This has just caused additional frustration and exemplifies the service we have come to expect from Quench.Desired Settlement: We would be happy to pay the removal fee for taking the unit and the portion of our bill due through our cancellation date of 12/26/2013, but for nothing beyond that.

Business

Response:

Dear **. [redacted],

Review: Quench claims to provide water coolers that are better for the environment and the people drinking the water, when in fact, the Quench machine that was delivered to our office never worked. The water that it puts out leaves a grimy film on the surface of the drip tray, and the heating element for our hot water has never worked. The Reverse Osmosis peice that was represented to be part of the machine is actually a separate unit, so we cannot install this system completely in our building. We have tried over and over again since it was installed in May to get this returned to the company and void our contract. They refuse to respond and when they do they just want to argue their way out of returning the equipment for us.Desired Settlement: We need the Quench people to have their partner "[redacted]" in Utah, come out and remove the equipment and send it back to Quench. We cannot remove it ourselves and we are moving out of the building we are currently leasing space in.

Business

Response:

To whom it may concern,

Review: This company took over Advanced H2o and we have a water cooler with a filter system. They will not tell us what it is filtering. We have called 4 times and they will say over and over again that they will email the information. This water cooler is a scam we pay monthly fee of $49.99 plus tax. We had the water tested and it is almost as bad as our bad tap water. The owner and manager will not call us. We are going to seek a refund for all the time that we paid for. This water isn't healthy enought to drink.Desired Settlement: Getting back all the money we put into this system since 2010. This cooler is a scam and we can prove it. We will also take them to court if this isn't resolved.[redacted]

Business

Response:

Hello. This was emailed to [redacted] on 3/2/2013: