Unfortunately, we can not restore her service with our company. She is never satisfied with, what we deem, is over and beyond what would a reasonable customer...
would expect and her communication to us is manic and an invasive disruption to our daily business operations.
[redacted]
VP Operations
Crystal Rock, LLC
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.
Thank you very much I appreciate that very much, we will contact you when the check comes. have happy holidays!
Sincerely,
[redacted]
We've contacted Mr. [redacted] countless number of times from the start of his service with us dating back to April 2012 for Credit Card declines and lack of payment. In Sept. 2014, Mr. [redacted] called and cancelled service with us because he was "cutting expenses". He resigned and immediately became delinquent with his payments. At that point we refunded what he claimed we owed him, which we didn't, but to satisfy him we credited his account and closed his account permanently. At that point Crystal Rock made a business decision to not service Mr. [redacted] in the future. I have back-up of all correspondence concerning his account with us if needed.
[redacted]
VP Route Operations
Crystal Rock LLC
Complaint: [redacted] Complaint has been re-opened, with new correspondence from consumer
I am rejecting this response because:
well there is a big issue with this water company I been a great customer with them since [redacted] was there after she left I paid my last bill and then signed some paper work they sent me ok they after you get that done we can look at the schedule and restart service.now they lied about that becasue they said that they told me what the issue was that I can have water service which on my hand they never said nothing at all.I have all paper work and bills with me on my hand.not 1 word from them saying what the issue why I cant have service.is it becasue im disabled and they dont like that kind of people.it sounds that it is the reason becasue I need the service and I dont know what is the issue .please help me out.
Desired Outcome:
I would like service for water with them again .
This company has an awkward way of billing you. They do have an automated system to enable you to find out what your current balance is. However, you can't rely on it because the amount you owe it not totally calculated till the first of the following month.
Twice I have been overdrawn because I relied on the automated response as to what my bill was. This automated response does not warn you that the amount may not be exactly what you owe. The first time I was overdrawn I felt it was my fault but this time I feel it was theirs. I called customer service and while the person was polite, she could give no reliable info as to why this is the way they have to bill.
I like this company and their water, but I wish they could figure out a more user friendly way to interact with customers on a budget who are trying to keep their heads above financial ruin.
We spoke to [redacted] yesterday 11/2/16 and advised him that his refund will be sent out in the mail today 11/3/16. He should receive it sometime next week. The refund is in the amount requested of $40.51.
Good Morning,
We value your business even though you are no longer a customer of ours so we will go ahead and credit you the full $1500.00. Your monthly statement is not itemized for Equipment so you would not see it separated, only together. I will issue the full refund & have a check issued asap. Hopefully in the future you will give Crystal Rock another chance. Have a great Holiday.
Krissy
Complaint: [redacted]
I am rejecting this response because:The cooler was removed and replaced by the driver. Crystal Rock should have records of it. We were told by a customer service representative from crystal rock that it was replaced in 2004 not 2006, and on my invoices it doesn't break down that I have 2 coolers it just says the rental fee, which was $26.00. If the invoice said I had two coolers I would have caught this years ago,and would have said something sooner. $75 does not make up for the amount they actually owe us, and they still have not picked up the cooler or water jugs when we cancelled our account with them on 11/12/2015. They said they would get back to us, which they have failed to do, and they are still charging us a rental fee to this day. This is not acceptable, or legal, we have also contacted the attorney general on this matter.
[redacted]
Good Morning,
After looking into this account, Our records show that the cooler on the account was never removed. They had the cooler installed on 10/13/2006. We will remove the cooler from the account as a courtesy and issue a $75.00...
Unfortunately, we can not restore her service with our company. She is never satisfied with, what we deem, is over and beyond what would a reasonable customer...
would expect and her communication to us is manic and an invasive disruption to our daily business operations.
[redacted]
VP Operations
Crystal Rock, LLC
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.
Thank you very much I appreciate that very much, we will contact you when the check comes. have happy holidays!
Sincerely,
[redacted]
We've contacted Mr. [redacted] countless number of times from the start of his service with us dating back to April 2012 for Credit Card declines and lack of payment. In Sept. 2014, Mr. [redacted] called and cancelled service with us because he was "cutting expenses". He resigned and immediately became delinquent with his payments. At that point we refunded what he claimed we owed him, which we didn't, but to satisfy him we credited his account and closed his account permanently. At that point Crystal Rock made a business decision to not service Mr. [redacted] in the future. I have back-up of all correspondence concerning his account with us if needed.
[redacted]
VP Route Operations
Crystal Rock LLC
Complaint: [redacted] Complaint has been re-opened, with new correspondence from consumer
I am rejecting this response because:
well there is a big issue with this water company I been a great customer with them since [redacted] was there after she left I paid my last bill and then signed some paper work they sent me ok they after you get that done we can look at the schedule and restart service.now they lied about that becasue they said that they told me what the issue was that I can have water service which on my hand they never said nothing at all.I have all paper work and bills with me on my hand.not 1 word from them saying what the issue why I cant have service.is it becasue im disabled and they dont like that kind of people.it sounds that it is the reason becasue I need the service and I dont know what is the issue .please help me out.
Desired Outcome:
I would like service for water with them again .
Sincerely,
[redacted]
This company has an awkward way of billing you. They do have an automated system to enable you to find out what your current balance is. However, you can't rely on it because the amount you owe it not totally calculated till the first of the following month.
Twice I have been overdrawn because I relied on the automated response as to what my bill was. This automated response does not warn you that the amount may not be exactly what you owe. The first time I was overdrawn I felt it was my fault but this time I feel it was theirs. I called customer service and while the person was polite, she could give no reliable info as to why this is the way they have to bill.
I like this company and their water, but I wish they could figure out a more user friendly way to interact with customers on a budget who are trying to keep their heads above financial ruin.
To whom this may concern. Our AR Dept. is contacting the complainant and is issuing a full credit. Crystal Rock LLC
Good Morning,
We spoke to [redacted] yesterday 11/2/16 and advised him that his refund will be sent out in the mail today 11/3/16. He should receive it sometime next week. The refund is in the amount requested of $40.51.
If you have any questions please...
let me know.
Thanks,
[redacted]
Good Morning,
We value your business even though you are no longer a customer of ours so we will go ahead and credit you the full $1500.00. Your monthly statement is not itemized for Equipment so you would not see it separated, only together. I will issue the full refund & have a check issued asap. Hopefully in the future you will give Crystal Rock another chance. Have a great Holiday.
Krissy
Complaint: [redacted]
I am rejecting this response because:The cooler was removed and replaced by the driver. Crystal Rock should have records of it. We were told by a customer service representative from crystal rock that it was replaced in 2004 not 2006, and on my invoices it doesn't break down that I have 2 coolers it just says the rental fee, which was $26.00. If the invoice said I had two coolers I would have caught this years ago,and would have said something sooner. $75 does not make up for the amount they actually owe us, and they still have not picked up the cooler or water jugs when we cancelled our account with them on 11/12/2015. They said they would get back to us, which they have failed to do, and they are still charging us a rental fee to this day. This is not acceptable, or legal, we have also contacted the attorney general on this matter.
[redacted]
Good Morning,
After looking into this account, Our records show that the cooler on the account was never removed. They had the cooler installed on 10/13/2006. We will remove the cooler from the account as a courtesy and issue a $75.00...
credit.
Thanks , Krissy