Waterlogic

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I am not ready to close this account as all CoolerSmart has indicated is they will look into our account

Customer name: East West Bookshop

Proprietor: Bhima (Mark) Breckenridge

For the past 2 months we have been without service. Their machine broke and we placed a service call, following up half a dozen times to request an update on WHEN that service would be rendered.

Time and time again, we were promised "end of this week, end of this week."

Finally, I relayed to WHOEVER was working customer service that if we did not see a serviceman that day (this was end of September) that I would demand to cancel our account with Water Logic. The customer service agent promised I would be called within 20 minutes.

Promise broken again.

I followed up the next week saying I would like to cancel my service and was given the name David Terpstra, and that NO ONE but him could discuss account details and assist me (loyal customer for probably 10 years) in this process.

It's been several weeks since then and I have not been contacted by email or phone from this David Terpstra.

Furthermore, I called on Thursday to report this and was AGAIN promised that he would call me back on Friday Oct 18.

Promise broken AGAIN.

Now at this time, we have paid for service from Aug to Nov 2019 and have not received service and are trying to pursue a refund from this incompetent and careless company!

DO NOT hire them! Find a local water company if possible.

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Bhima Breckenridge
Co-manager
East West Bookshop

We will begin an in-depth analysis of the customer account immediately.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  I am not ready to close this account as all CoolerSmart has...

indicated is they will look into our account.

Review: 1. On July 25, 2013 I attempted to cancel all my contracts with Cooler Smart with [redacted]. She had come to visit me as the contracts were expired and wanted me to resign. At no time was I told that I needed to provide 60 days’ notice in my verbal communication with [redacted]

2. On September 5, 2103 we were still getting invoices and sent correspondence to Lisa about this. We received an email from Lisa to [redacted] to cancel them all. At no point did we get any one on one communication from [redacted]

3. On September 11, 2013 we received correspondence from [redacted] indicating that we had to give 60 days’ notice. Although the contracts expired we agreed to stand by your policy.

4. On September 11, 2013 we received an email from [redacted] with contracts for four of our locations.

5. On November 15, 2013 I sent correspondence to [redacted] cancelling what we were told was one contact that had a total of 3 machines. Unfortunately our contacts do not have account numbers associated with them. The locations I cancelled were Laurel, Maryland; Shrewsbury, Pennsylvania and York, Pennsylvania.

6. On November 15, 2013 I received an email from [redacted] indicating he would schedule pick up for January.

7. On March 7, 2014 I sent correspondence to [redacted] cancelling two more contracts.

8. On April 17, 2014 I sent an email to [redacted] indicating what invoices we would be paying and what invoices we would not be paying based on our cancellations.

9. Because I never heard back from [redacted], I sent correspondence to Cooler Smart via Fed Ex on April 24, 2014 which outlined my notes from the April 17, 2014 email.

10. On April 29, 2014 I received correspondence from [redacted] (finally responding to my April 17th letter) indicating he would submit pick up tickets for the two Pennsylvania locations. He never mentions the Laurel Maryland location which was cancelled at the same time or the two others that were cancelled.

11. Also on April 29, 2014 I receive an email from [redacted] with a 5th contract that was never mentioned nor can I tell billed until recently. Not sure why this was never discussed prior.

12. On April 30, 2014 I sent correspondence to [redacted] indicating that I wanted to cancel all of our contracts and wanted to be allowed to give 30 days’ notice of the 5th contract instead of 60 days based on not knowing about this. I also indicated that I was putting in my notice to cancel the last remaining contact and to let me know what the charges would be until the end of the contract period.

13. To date I have not heard back from anyone with regard to April 30th letter.

14. On May 16, 2014 I sent correspondence to [redacted] outlining all this information and asked that all of our contracts be cancelled and all machines picked up from our locations.

15. No response has been sent to me by anyone at Cooler Smart with the exception of the continuation of invoices for cancelled contracts.Desired Settlement: I would like someone to contact me and let me know when these machines will be picked up at our location, and that the billing be marked as up to date and current. I am not paying any future monies to this company as I have abided by their terms of cancellation.

Business

Response:

We will begin an in-depth analysis of the customer account immediately.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I am not ready to close this account as all CoolerSmart has indicated is they will look into our account.