ComplaintsforCanadian Springs Water Company

• Initial Complaint

  09/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered delivery of water cooler & 2 bottles June 7th 2024. Wrong cooler (more expensive) and 2 bottles delivered with no assistance to set up. We did not like the taste of water and called same week to return cooler and 2 empty bottles. Have expected a $20 bottle deposit refund since June 25th. Have called three times since and keep getting told refund on the way (took my credit card number again) yet still no refund. I have three recorded phone calls for this situation as well, promising refund yet empty promises.

  Business response

  12/07/2024

  I reviewed the account and noticed a note on account dated July 2nd that you were to call back to provide us with a credit card so that we can refund this amount to you but I don't show that you called back.  I will be having a representative call you to get this information so we can issue the refund. 

  Customer response

  13/07/2024

   
  Complaint: 21961682
  
  I am rejecting this response because: I had already punched my credit card into your "encrypted call system" per instructions from your customer service rep - so not sure why I once again need to provide my credit card number. I do also have a recorded call for this transaction. 

  A rep called and left a message for me Friday July 12th at 11:40a, I returned her call at 12:20pm and left a voicemail but no reply back so hoping to resolve Monday, July 15th.

  I have left my work direct line so the call cannot be missed and hopefully this can finally be resolved. 

  Sincerely,
  
  *********************************

• Initial Complaint

  01/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have been with this water company for over a year. The bill was always all over the map and when I would call and ask I would get someone in ********** that had no idea. I finally had enough of it and after 2 months of trying to get them to come and get the containers they do. I talked to someone closed the account and they said the remaining balance was done. December I get charged another $108. I did not want to go through talking to them again so just let it happen. Now another charge and then a

• Initial Complaint

  27/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  ** *** ** ***** ** *** ******** *** ** ***** **** *** ***** ** **** ** ****** ***** Her account was paid up to date and have tried to contact Canadian Springs to cancel her account so there wouldn't be any more charges. Everytime I've tried to contact them within the hours they provide I can't get anyone. I've emailed them and still no response. My sister also tried to get ahold of them and she cant either. Plus their 'self service' says it is not available. I know that charges will soon be pending soon and don't want my mom to owe money because I can't get in contact with them. Feel this is very poor service.

• Initial Complaint

  21/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid a bottle deposit to Canadian Springs/primo for **** litre bottles at $10 for each bottle about 3 years ago. They have advertised on ******** that they will accept their bottles back for a complete refund at specific ******** **** **** locations. When I went to each of these locations they have no knowledge of this policy and contacting Canadian Springs will direct you to their ******* office without provide a resolution for how to return their bottles to get my deposit money back.

  Business response

  03/10/2023

  After reviewing the attached I show that our sales rep advised the customer 3 years ago to return the empties.  These stores might no longer sell Canadian Springs water.  Since I don't know where the customer is located in ******* I don't know where else to send them to.  The bottles were not delivered to the customer but purchased at a store.  We no longer have bottle deposits at the local grocery stores as we moved away from the deposit model.  All customers were advised in advance by the grocery stores to return any empties within the time provided after that no money would be refunded.  

• Initial Complaint

  26/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  1) They made several mistakes on my billing and refused to correct it after ****** several hour long conversations on the phone. And promises to have management call me back which they never did.2) They charged me for a product I never ordered and never received and they failed to credit my account for bottle deposit returns. 3) They also delivered items I did not order and refused to accept the return.4) Their financial mistake is over two hundred dollars even though they admitted to me Over the phone that they had made the mistake and they saw the error they said that they would have the manager Call me back to apply the credits and three months later they still have not done Done it they have not returned my call. They have refused the ability to credit the account until the manager return Returns my call

• Initial Complaint

  16/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The business Canadian Springs provides water delivery for me. On Jan 3rd I made a payment of $96.19 to Canadian Springs for water delivery. I received the water but Canadian Springs did not update my account to reflect the payment I made to them. I have emailed Canadian Springs three times Februrary 9, February 12, and February 17 of this year. I've also called Canadian Springs four times. I confirmed the number of times I've called regarding this issue with the Account Specialist - Tier 2 Agent (******) on the date of March 13, 2023 at 6pm.?Canadian Springs has not responded to my emails at all nor has called me back regarding this issue. I've always had to call Canadian Springs to find out the progress they've made regarding this issue which is none. They haven't made any progress and I have to start from the beginning each time I call Canadian Springs but they don't provide me with a working solution.Canadian Springs has not tried to resolve the problem and I keep getting the run around.

  Business response

  17/03/2023

  I investigated the payment and I do see it was applied to the customers account on March 14th.  From what I can see our customer service department made quite a mess doing a move of address and locked out the accounts that showed the payment.  It was not accessible to them so they couldn't provide any update.

  I will have someone from my team to go over what we applied it to and what remains. 

• Initial Complaint

  28/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called in Oct 2022 to ask why the filters in the reverse osmosis unit I rented from Canadian Springs hadn't been replaced since 2020, when the filters should have been replaced at a minimum of once a year (they used to replace them quarterly but service was reduced after the company was purchased by Aquaterra Corporation). They apologized but offered no credit and said they'd send a service tech out to replace the filters. The service tech called and said they haven't been able to support the unit I have for over 2 years! No one from the company have ever contacted me to tell me that they were no longer able to support the unit - but kept billing me $42.43/mth. I called their customer service contact number on Oct 21 and asked that they cancel my service and credit me $1018 for the 2 years they were unable to support the unit they were charging me for ($42.43 per month x 2 years = $1018.32). They said they would email their customer complaints dept and that I'd hear back within 24 hours. I received no contact so called again on Oct 31 and again on Nov 7 with exactly the same result. I've heard nothing from the company and they are continuing to bill me (I received my latest bill n Nov 3). I today sent an Aquaterra Corp an email repeating my complaint and request for credit. I am very frustrated by them completely ignoring my request to cancel and provide a credit for what they have been charging me for but not delivering.

  Business response

  06/12/2022

  I'm sorry to hear that you did not receive the yearly filter change that comes with the filtration system since August 2020 based on my research.  Any system that we stopped supporting should have been replaced with a new system and received annual filter changes.  The rental fees are for the system itself and not just the filter.    I have gone ahead and issued a credit for one year of rental charges.  You will see this credit refunded to your card in a few days.    

• Initial Complaint

  03/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A count#******* I open my Canadian Springs account and possibly 8 months ago. I've had nothing but problems my water machines broke my water never gets delivered on time. My bottle set outside sometimes for days. They call me and tell me their driver quit they can't come. And then finally what broke the straw is on my delivery October 4th I believe was the date the water bottles did not fit in my cooler. I don't know if they were defective but my water cooler would not close Several attempts for contacting Canadian Springs put on hold transferred and being told that I'm a liar. For the past few days I've been dealing with Christina at customer service she is telling me she is in the billing department and she is a manager. Since I was unable to use water the whole month of October I until I asked for a refund and I was told that I would be getting credited The full amount of $56.65. I still have not received this refund Friday October 31st I spoke to a manager again and he told me that he would have somebody come and exchange the bottles And if there was a problem his problem he would call me back. I got my daughter to put everything outside before she left for she left for work when I got home from work at 7 PM at night they were still outside and I never received a phone call back. I decided that's it Iso Monday morning I called October 31st and canceled my account. I told them to come and pick up their things and I would like a full refund do not bill me for anything. After speaking with Christina who's extremely rude she basically told me that my credit from October was was goning tobe applied to this bill and and I have to pay no matter what. I have not had water for over a month and not been able to use my water cooler and I refuse to pay for services that I did not receive. I have requested That the money's be returned to my bank account. When I was speaking with Christina yesterday on the phone Wednesday November 2nd and we were in the middle of a

  Business response

  08/11/2022

  After reading the customers comments it sounds like this was a delivery issue along with issues with the cooler.  The customer service department did try to do their best to get the customers issues resolved including providing a credit for water not used which we do not do under normal circumstances.  I received a request on November 2nd to refund the customers card on file for the credit issued which was done a few days later.  The customer will see their refund on their credit card statement within a couple of business days depending on the bank.  I am sorry to hear that the customer had driver and delivery issues.  These are not within customer service or billings control.  

  Customer response

  10/11/2022

   
  Complaint: ********
  
  Furst I'd like to state that this was not a delivery issue this was a serious issue from your customer service department and the manager I spoke with. She treated me very badly called me a liar and insisted I would not get my refund. It would be a credit even though I canceled my account.  I can't even speak to the people that deliver my water I can't even speak to the store that delivers my water so I counted on customer service and management there but they were not helpful whatsoever. I was told in your reply I'm getting a full refund I did not get a refund. I received a refund of 49.57. 

   

  
  
  Sincerely,
  
  **** **********

  Business response

  11/11/2022

  I only advised that we refunded the credit that was posted on your account after we picked up the product at your location.  If you need copies of your latest statement to review for what we recorded as picked up please let me know.  I will forward your response regarding the customer service agent calling you a liar and they will listen to the call and take appropriate action with the employee.  I have not heard the call to be able to comment.  

• Initial Complaint

  19/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We have been using the Canadian springs 5 Gl jugs of water and we had purchased 6 jugs and always refilled them but since ours broke and my mothers is the only one we use for her ,I decided to take mine back to save on foods in chilliwack and asked for my deposit back on 5 jugs at 10.00 each that I paid on the deposit when I bought them ,they refused to give me back my money and said they don’t do that anymore ,they offered me tickets to exchange for water jugs and I’d still have to pay for the water in the jug and give up one of my empty jugs that I’ve already purchased for 10.00 extra dollars ,I refused and insisted I wanted my monies back because I did not need as many d to the reasons I gave earlier ,,they still refused and I took my 5 empty jugs with me ,,I find this action very dispicable and want the money I had to dish out to use their water in the first place ,,this is totally wrong and need this resolved ,There water company they used is Canadian springs ,.now they use a different water company and are trying the same **** again !! Please resolve this issue ,**** *

• Initial Complaint

  30/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello I've had an account with Canadian Springs for home water delivery since February 2022. When I began receiving water deliveries the weekly charges were steady at $30 every two weeks. Since then I've been getting charged $80 per delivery every two weeks and have since been trying for weeks to get in touch with their customer service over the phone, as they won't allow you to cancel service online. When you call their only listed phone number, they tell you they are closed and to call back between the hours of 830am-630pm Monday to Friday. Every time I have claimed has been within their hours of operation, but you still cannot get through to anyone, the automated message states they are closed. This has caused me to be charged several times with no means of cancelling my account in anyway whatsoever and no other means to get in touch with them. When I try to submit a request online I get an error message stating that either it didn't go through or that it can't be used to cancel services. I need assistance getting this company to contact me to cancely account as soon as possible as $80 for two bottles of water every two weeks is absolutely unacceptable, and it seems that they go to great lengths to make it difficult for their customers to cancel service.

  Business response

  02/06/2022

  I have reviewed the account and there are no errors in billing.  The customers started taking distilled water in April when he was at first getting Spring water which was the lower price item.  The cost for Distilled was set at 12.49 plus delivery fee which averages 10.45.  He is correct that the price would average between 50 to 80 dollars if you take 4 bottles a month depending on how many empties are returned.  The customer was offered a lower price for water when he called in to cancel.  He still decided to terminate his account.  

  Customer response

  03/06/2022

  
  Better Business Bureau:
  
  I find the response from the company laughable, the lower price I was offered was negligible to say the least, and I chose to cancel as I want to distance myself front Hsi company as much as possible. When I was finally able to reach someone over the phone they were very helpful, however as a company the way they do business is terrible. I was sable to close my account and find this conoalint resolved.
  
  Sincerely,
  
  ****** ***

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩