The Water Guy

June 13, Dear ***,I'm responding to the complaint submitted May 29, with an ID of ***I must apologize for the delayed response as I was out of the office for a weekAs far as the complaint is concerned, I believe its necessary to make all of the facts available in
order to arrive at the proper resolutionWhile I realize there are two sides to each story I will try to present the information that was accumulated by several employees over the past monthsAs a standard operating practice, we require every customer Service representative to document each incoming customer phone callI've used those notes to formulate my response.On February , 2002, the customer signed an agreement with Shinn Spring Water CompanyOn the reverse side of the agreement, in the section New Service Activation Agreement" states,Customer agrees to make all payments by the invoice due dates and agrees to pay all finance charges, late charges, and service charges....." This section was initialed and dated by the individual making the complaintIn addition, the company she represents failed to pay their invoices in a timely manner for of the past months, which resulted in the assessment of the late chargesIn response to the cooler issue, our policy is to exchange the cooler if it is determined to be faulty or dirtyWe cannot control the level of dirt that a cooler is subjected to however, We can and have provided service to the customer if we are made aware of the situationAs a matter of fact, on September 7th, 2011, the person making the complaint, contacted Shinn Spring Water Company and requested that her cooler be replaced because it was dirty, and as a result, the dirty cooler was replaced on September 23, We provide this type of Service to many customers on a regular basisWhile we do not intend to cause this level of frustration with any customer, we do expect to be paid for our equipment, water, and any other services we provideIt is unfortunate that this situation has escalated to this levelWe believe we acted in our Course of business and will send the customer a check for $as a sign of good faith and loyalty to our company since Sincerely,

Review: Our company used The Water Guy for years. For years, I have told them that we do not pay late charges on their service. They in turn have issued credits for late charges. For months, they dropped off bottles of water when we had full bottles of water on the premises. Then I asked them to stop automatic deliveries. Then, I started getting late charges again. So, we ended their service, asked them to pick up the empty bottles and machine (which by the way they charged anywhere from $10.00 to $14.00 per month for rental and never cleaned any equipment), then they started sending me late charges again!! I called and asked them for an itemized bill. I paid the balance of the bill off and I want an itemized account for our charges and I want late charges credited!Desired Settlement: Refund of all late charges and an itemized statement from beginning to end!

Business

Response:

June 13, 2014Dear [redacted],I'm responding to the complaint submitted May 29, 2014 with an ID of [redacted]. I must apologize for the delayed response as I was out of the office for a week. As far as the complaint is concerned, I believe its necessary to make all of the facts available in order to arrive at the proper resolution. While I realize there are two sides to each story I will try to present the information that was accumulated by several employees over the past 14 months. As a standard operating practice, we require every customer Service representative to document each incoming customer phone call. I've used those notes to formulate my response.On February , 2002, the customer signed an agreement with Shinn Spring Water Company. On the reverse side of the agreement, in the section New Service Activation Agreement" states,Customer agrees to make all payments by the invoice due dates and agrees to pay all finance charges, late charges, and service charges....." This section was initialed and dated by the individual making the complaint. In addition, the company she represents failed to pay their invoices in a timely manner for 14 of the past 15 months, which resulted in the assessment of the late charges.In response to the cooler issue, our policy is to exchange the cooler if it is determined to be faulty or dirty. We cannot control the level of dirt that a cooler is subjected to however, We can and have provided service to the customer if we are made aware of the situation. As a matter of fact, on September 7th, 2011, the person making the complaint, contacted Shinn Spring Water Company and requested that her cooler be replaced because it was dirty, and as a result, the dirty cooler was replaced on September 23, 2011. We provide this type of Service to many customers on a regular basis.While we do not intend to cause this level of frustration with any customer, we do expect to be paid for our equipment, water, and any other services we provide. It is unfortunate that this situation has escalated to this level. We believe we acted in our normal Course of business and will send the customer a check for $40.00 as a sign of good faith and loyalty to our company since 2002.Sincerely,