ComplaintsforEldorado Artesian Springs Inc

• Initial Complaint

  01/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have zero complaints about the quality of the water, it's actually delicious. My main issue is with the delivery service. I signed up almost a year ago, out of the whole time, my delivery has been rescheduled without prior notice 5 times. El Dorado will send you calendar of deliveries (in advance for the year) that they never adhere to. They ask you to put your containers outside of your home at 7:00 am on the morning of your delivery. The containers stay out all day until 5:00 pm when I usually receive an email letting me know that my delivery has been rescheduled without a reason, usually for 2 days after. I have contacted customer service multiple times, emailed them and no one is able to help me. I am simply told that "The driver run out of water" How can that happen? Please honor your side of the bargain and since I have a contract with you for 12 months, please deliver my water on time each month. I pay my bill on time each month too

  Business response

  02/01/2024

  Hi *****. I apologize for your delivery being rescheduled 3 times over the last 8 months. I am addressing this with the route driver managers so they can speak to the driver and get this issue resolved. Please feel free to reach out to me if you have anymore issues.  Sincerely ****** C0-founder. 

  Customer response

  02/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was a client for over 2 years with Eldorado Springs water. I moved out of my previous home in *******, and returned our dispenser/bottles and closed our account. Several months passed where I did not receive a bill, and the account had been officially closed to my understanding. I then began receiving bills for not returning the dispenser upon closing my account, when in fact, it had been returned (I moved out of state). Their system for auditing dispensers is clearly inaccurate. When attempting to reconcile the issue, I sent multiple emails and called and left multiple voicemails with no response. I just received a random email stating I owe $60 now. I am extremely disappointed in the customer service, software tracking, and ethics of this company.

  Business response

  01/08/2024

  Good morning,

  I did a full audit on this account. Customer had an outstanding past due balance of $276.77 which is well over our credit limit. Customer was getting canceled by ********************** for non payment and our team gave notices via phone, email, and letter on 11/21/22, 12/22/2022, and 2/14/2023. We never heard back from customer during this time so we scheduled a pick up of our equipment for 3/3/2023 but nothing was left out for pick up and driver noted no one home. We rescheduled the pick up for 3/17/2023 but again nothing was left out for us to pick up and driver noted no one home. We sent customer a final warning notice before sending to a collection agency on 4/5/2023 as the balance owed was still $276.77. Customer called in on 4/27 after receiving letter and made payment of $276.77 but the equipment was never returned. Since customer paid in full and still had equipment on hand, the account was not canceled by Eldorado's collection team. There was never a request by customer to cancel the account and no mention of moving.

  On our end, customer was changed to inactive in error - should have been left as active since they did not return the rental equipment. Customer was NOT charged monthly rental from May 2023 through July 2023 in error so received three months of free rental. Then the error was recognized and customer was changed back to active so beginning August to current customer has been charged the agreed upon $11.00/month plus tax. These charges are accurate as equipment was never returned and the total balance currently owed is $60.23. The customer does have the option to return the dispenser or to purchase the equipment outright for $156.50.

  Let me know if you have any further questions,

  ***************************

  Accounting Manager

  *******************

  Customer response

  01/08/2024

   
  Complaint: 21103892
  
  I am rejecting this response because:
  
  I do not have the equipment anymore. An eldorado springs water representative / delivery man came by our house while he was delivering water to our neighborhood. When I saw him, I asked if hed mind taking our water dispenser with him and taking the steps to close our account from his side. I then followed up to ensure we were no longer being billed, and was given a confirmation. This lined up with the period of time Eldorado Springs water mistakenly switched my account from active to inactive. This company has been shady in trying to collect more money for something that has been concluded and returned more than 6 months ago. I do not have the hot/cold water dispenser in my possession, and as a result do not feel I owe Eldorado Springs any further money beyond the hundreds they have already collected from me. 
  Sincerely,
  
  *********************

  Business response

  01/22/2024

  Can you please let **** know that I'm going to take her word that she gave it to a driver even though we don't have any records of picking it up. The dispenser has been removed from her account as missing and the balance is now zero. Thanks ******

  Customer response

  01/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

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

• Initial Complaint

  11/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I was a client for over 2 years. I was billed for not returning bottles upon closing my account, when in fact, all bottles had been returned (I moved out of state). Their system for auditing bottles is inaccurate. When attempting to reconcile the issue, I sent multiple emails with no response. I left a ****** review and in response (via ****** review) was told they couldnt find my account and to email them. I did and no response. I received a letter from collections for the amount due. I am extremely disappointed in the customer service, software tracking, and ethics of this company.

  Business response

  11/02/2023

  I have told our collection department that we will be writing off the balance due and ***** has been removed from our collection agency.

  Sincerely,

  ******

  Customer response

  11/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

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