Waterlogic USA

I am a gym owner and had a Waterlogic unit for two+ years. Unfortunately, COVID 19 hit and in California that meant my gym was shut down by Governor Newsom for months and gyms continue to be closed. Unfortunately, with the drastic loss of gym members and with no ability to provide services, I am unable to continue to operate my gym and must close the doors. It is a very sad experience having invested many thousands of dollars and blood sweat and tears into a business and have to close it. So imagine my surprise when I called Waterlogic to come pick up their water machine and cancel my account and they informed me I would have an early termination fee of over $1800. The only service they ever provided me was dropping off a $200 machine. It has never even been serviced. Every other company I work with has graciously let me out of my contracts dues to COVID 19. But not Waterlogic. I don't know where they plan on me finding the money to pay that bill since I'm obviously closing my business because I am out of money. I wouldn't do business with Waterlogic ever again, since they don't even have a heart for the industry most badly effected by the worldwide pandemic.

Waterlogic has great technology to protect against viruses and bacteria.

Their service and billing has been excellent.

Our machine has been broken in one way or another since it was delivered. The service tech was unable to fix the sparkling water in 4 different visits. Then the service tech was unable to fix a leak in 3 visits. I have called and sent emails to our customer service representative and the service department and ALL have gone unanswered. I called the general number on the website and canceled our subscription but I am still receiving invoices. I cannot reach ANYONE to come pick up the machine or tell me why we are being invoiced. This is the absolute worst product and worst service I have ever encountered.

I ignored that little voice that told me to go with another company after reading the reviews regarding customer service for Waterlogic. I should have listened to that voice. Their customer service is not good at all. My office got a new machine and immediately it started humming extremely loudly, so much so that we had to unplug it. I called the company to get someone out to service our new machine, the date came and went and no one came out, called or emailed me. I called again to set another date, this one also came and went with no one coming out, calling or emailing me.
I just called again today and they said that they will come next week. Fingers crossed they actually will come. The person on the phone said that my area is very busy so please keep that in mind. What does that mean, I asked. She explained that there are so many machines with leaks and other emergencies and my issue is less important, therefore gets bumped with no communication whatsoever about it. Cool..... Go with another company with good service reviews and save yourself a headache. I opted for the 5 year contract so I'm in for a long haul.

Waterlogic bought out our prior water cooler company. I was told our account was messed up so Waterlogic said the only way to fix everything is to set up new coolers and sign a new contract. I complied since they didn't have our old coolers in their system so we couldn't get service for the old coolers. They installed the new coolers on Sept. 10th. The coolers were short, flimsy, loud and they were arcade style buttons so they were very difficult to use. Nothing like our prior coolers. I contacted my waterlogic representative the next day. Our company employees are older people who cannot use the buttons or bend over to place their bottles under the spout. I have been ignored and lied to for over a month. Twice I've been told they would send out a technician both times they were a no show. No follow up emails or phone calls explaining why no one showed up. Finally today, October 23rd my contact from Waterlogic said someone would be by to swap coolers. I told her it has been over a month and I have been asking for equipment pickup for a week now since no one wanted to deal with us. She finally told me to write a 60 day termination letter even though I have been telling her the coolers she sent us are crap and do not fit our needs since day 2. Their website states that a technician will visit your facility prior to installation to make sure the water cooler will fit your company's needs, this never happened. Their website also states someone will contact you within 48 hours, This is also a lie. The technician who came out today said the company is having problems and he cannot help me. The cooler is in the corner of my office now unplugged and not being used. I have all emails showing lack of service and communication.

We did a 5 year lease to own with Waterlogic (then CoolerSmart) for an ice/water machine and a month to month on a coffee (Flavia) machine. We paid off the lease and continued to let them service us to no avail. They routinely did not change filters even when we begged. Finally, we decided to go with another company. I asked them to come and get the coffee machine and we owned the ice/water outright. They wanted me to re-lease the ice/water machine we already owned. Then they tried to tell me that we are still under contract. When I proved them wrong on that, they started billing me inaccurately and would not pick up the Flavia/coffee maker. This process took several months. They have since picked up the coffee machine but continue to bill me over and over with different amounts every invoice. I have forwarded all of my email correspondence with our account manager to the billing department but it has not stopped. We are now going on 7 months and we continue to be billed. Seems like nobody is keeping track of contracts or billing over there.

My office was in contact with *** at Waterlogic because we needed a countertop unit for sparkling water. We signed the rental agreement on September 9th with a guaranteed installment date to be made within 1-2 weeks, 3 at max. It has been over 2 weeks since we signed the agreement and now he has stopped responding to my emails, the signer of the rental agreement (my supervisor) and he won't answer my phone calls. We are unsure of how to cancel the rental agreement because we can't even get in contact with someone.

Since March of 2019 we have been trying to recover monies owed to us as a result of over-charges, non issued credits, and unauthorized account deductions. In March of this year we were charged for yearly routine maintenance covered in our agreement. The company promised to credit our account for the charge which did not happen. In the following months our equipment malfunctioned causing a water leak at one point, and in another instance stopped working all together. We were billed the full amount for the month of April after I had discussed the problem with a customer service rep and was promised that we would receive partial credit for the month. This credit was not applied. In April, I was contacted by an account manager who informed me that I was due for new equipment and an updated contract. The rep guaranteed us that we would have a lower monthly bill and brand new equipment if we signed a new 5 year contract. On April 10 I signed a new contract. On May 2, our other unit stopped working. When I called to request a service call, I inquired about the new equipment we had not received, and was told it would be 2 weeks. In June our monthly fee was increased and deducted 2 times from our account. When I contacted the company I was again promised that we would be credited to our account. On July 10, 90 days after signing the new contract, I informed the company that I wished to terminate service with the company because of the poor customer service and due to the untruthfulness that I had experienced.

It’s been 35 days since we placed a ticket to have our water cooler serviced because we found debris from the filter in the water and the water is not drinkable. Nobody bothered to come and changed the filter. We called almost every day in the past two weeks and a half and all we were constantly told that the technician is scheduled to come next day. The technician never came. Today I called twice and was told that the technician is scheduled to come today. He never showed up. In the mean time we are charged for the monthly fee. This is the worst customer service I have ever encounter in my whole life.

Terrible response time to our issues. Over 45 days to replace a defective unit the first of this yeat and still waiting over 45 days for service this time.

Similar experience as every other review here. They charge a monthly fee which is supposed to include service, but actually getting service takes multiple calls and follow ups. They don't show up on the scheduled date; we have had to call to reschedule every appointment. Once our unit became completely non-functioning, multiple calls in to service it resulted in no action, so we told them we are cancelling and they can come pick it up. Finally, after weeks of us calling them, a sales rep reached out to us and convinced me that if we sign a renewal on our rental agreement, everything will be taken care of straight away. He gave me ticket numbers and everything seemed legit. You can guess how this ends...they got a renewal from us and we still have a broken unit (no drinking water). The rep will not answer the phone or return voicemail. Calls to the service line I just get put on hold until I'm eventually disconnected. Do not use this company.

I have a contract with Waterlogic that Waterlogic has not abided by. The contract states my watercooler would be serviced at least once per 12 months and that I had a fixed price. I am in my third year. I have requested service three times since April, I also reported the water machine squirts hot water all over the place when dispensing, the last tech grumbled and said it's too hot I think he tried to adjust it down but he left before trying it and never returned, that was last year so we waited for the next scheduled service that never happened.
I want the water machine removed and have called multiple times, today was the straw that broke the camel's back, I was treated like a liar but a horribly impolite customer service person, this is a horrlble company to do business with.

I ordered my first machine January 17, 2019 One was delivered on Feb 27, 2019 but not installed, and I ordered a second machine for another section of our office. WaterLogic states that machines will be installed when delivered. This did not happen. On March 4, 2019 WaterLogic gave an invoice for machines that do not exist. On March 8, 2019 I asked for updates on the water machine installations, and no one got back to me. My sales representative and I had a phone conversation around this time and he disclosed that somehow, even after all the written communciation via email, our machines were not on the list of machines to be installed...causing further delays. On April 1, 2019 I reached out having not gotten any further updates on install scheduling, and to my knowledge my sales rep reached out but got no response. April 14, 2019 I received more invoices for machines that no longer exist on our account AND the 2 machines that were yet to be installed, I asked for these charges to be removed. April 23, one of the machines was installed but incorrectly with water spraying into the machine and common space. The secoond machine was delivered but the base it stands on was not. I asked for a respond by the end of the day (April 23, 2019) and heard nothing. May 9, 2019, I reached out for an update on the 2nd machine. I reached out again on May 30, 2019. I ended out contract with WaterLogic on June 4, 2019. I continue to received invoices, and have had to keep their machines (1 installed incorrectly, the other never installed) in our space. No one has reached out to schedule a pick up of the property, or has acknowledged the end of contract. I received another invoice on July 22, 2019.

I have many dealings with this company. It took me months to cancel. They were to set up a time to pick up their coolers, but showed up out of no where and left us with out any. Their customer service is very poor. No returned emails, no returned calls. I've have now been working for 5 months to get a refund on some of the services that we paid for. On top of them never coming to service the cooler. They finally came after 3 months of calling them. They are a poorly run business.

I sent a cancellation letter dated August 23, 2018 and requested a cooler pickup for 10/31/18. The cooler was old, did not work properly and the service was non existent. 10/31/18 came and went, no pickup. I received another invoice and returned it with a copy of the cancellation. November came and went, December Came and went. January I received a call to schedule an upgrade for the cooler. The woman stated we were way over due and that our cooler was very old. I explained we had cancelled our contract and I was ready to throw the cooler out since they chose not to pick it up. Low and behold I received an email from account manager to pick up cooler and close account. The email chain was very unprofessional , but at least there was hope the cooler would be retrieved. Finally on 1/18/19 the cooler was picked up, however I am still being charged for the months they neglected to retrieve the cooler and close my account. I have letters and email trail to send if required.
In February I left a review of the company through Trust Pilot. I was contacted to send more info which I did and was assured a representative would contact me. It is now May 1, 2019 ....I am still waiting and have received yet another invoice.

I have a contract with Waterlogic that Waterlogic has not abided by. The contract states my watercooler would be serviced at least once per 12 months and that I had a fixed price. It has now been 20 months since the only service it has received and they have raised the charges multiple times. I have requested the watercooler be removed and have emailed and called multiple times and I never get any response.

I cancelled service and requested equipment pick up in November 2017. After many many calls, it was finally picked up in October 2018. They are trying to bill me for the whole time. Initally, I cancelled on their website, which was "lost" in house. I then sent an email requesting equipment to be picked up. I have sent several and attempted calling. They constantly transfer from one department to the other and avoid taking your calls. The collection team began calling me after payments were stopped. I have three location accounts with them, Suddenly in Spring of 2018, they tell me one of my units is still under contract. I have attempted to settle the billing matters but now they are advising me that all three units are under contract by auto renewal.

We never had an authorized contract with WaterLogic as the individual that signed the contract is not an employee of my business. In addition, the water unit that was onsite was picked up and removed by the WaterLogic folks. At this time, WaterLogic is attempting to hold us to a contract that was not signed by an associate of my business and bill me for the remaining portion of the contract in addition to the unit that they picked up from our location. After several written correspondence to not only discontinue the service and to immediately cease charging our company credit card, they failed to comply. They continually ran purchases on my company credit card after several emails stating that it was to cease immediately. I have all correspondence in regards.

DO NOT do business with this company! I tried cancelling their service & called them on 1/30/18, 1/31/18, 2/1/18, 2/2/18 and 2/6/18. I had to leave voicemails each time & no one returned my call. On 2/6/18 when I did reach someone, I was informed I had to write a letter requesting termination & that an email would work. I was given the email address to send it to & I did so on 2/6/18. No one from the company responded. I called back on 4/9/18 and spoke with Danni. She gave me an amount for the buy-out of my contract. I requested her to send me a statement with that info & a copy of my contract (she stated it was signed in September 2010. Do you remember something you signed in September 2010?). I was told she would send it that day (April 9). It is now 4/24/18 & I still do not have a copy of my contract or the buy-out that I was assured Danni was sending me. In the mean time, I still continue to get bills from Waterlogic. I also have their old equipment we are not using sitting waiting to be picked up. Zero customer service, no return phone calls and nothing but lies when you actually do speak to someone! STAY AWAY FROM WATERLOGIC!!

Stay away! You know a company is bad news when their own employees are telling you to get out from your contract while you can. We started working on getting our broken water cooler taken away in October... It's March 1st and it finally got hauled away today. Customer service is not responsive at all - every step of the process required me calling back several times to follow up before any progress was made. We cancelled our contract early and had to pay a buyout (which is reasonable) - when I called to make the payment for the buyout, the payment wasn't run for several days (where was my CC info sitting around during that time?) and then was declined. My bank informed me that it was declined because the expiration date was entered incorrectly on their end. When I called back to attempt to get the payment re-processed, the customer service rep made me give him card information again and when I gave him the same card info he very rudely told me that he already had THAT card information and it was declined so he needed a new card number. I told him to run it again because the error was on THEIR end. They did not run the card for 5 days after that - it took me e-mailing them and asking for a receipt before they bothered to process it (and it was approved). When they sent me the receipt, they also included someone else's receipt in the e-mail. In fact, they sent me that twice.

You can buy a better water cooler from a hardware store for a FRACTION of the price of their rental agreement. You'd be saving yourself plenty of frustration by doing that, too!