Complaints

This profile includes complaints for Menehune Water Company, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Menehune Water Company, Inc. has 3 locations, listed below.

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  Menehune Water Company, Inc.

  99-1205 Halawa Valley St Ste 301 Aiea, HI 96701-3291

• 

  Menehune Water Company, Inc.

  130 Maa St Kahului, HI 96732-3602

• 

  Menehune Water Company, Inc.

  1810 Haleukana #9 & #10 Lihue, HI 96766-2107

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my service with Menehune Water and they picked up 4 empty bottles and one dispenser on 1/21/2024. Auditing my account would take 3 months or so. My first attempt to contact Menehune was on 5/10/2024 and I left a message for *** in accounting. When I did not get a call back, I emailed them on 5/15/2024 via their website. 0n 6/10/2024 I left another message for ***. On 6/13/2024 *** contacted me saying they will re-do the audit and have someone check their old system and email me with the findings. No email. So I sent a written letter with my statement. I sent another letter with my statement around 11/20/2024 still asking about my audit. Then on 11/29/2024 *** emailed me saying that they will close my account if I pay them $45.00 that's due on my account. I sent back an email on 12/2/2024 saying I want to know where the discrepancies are. No answer. Sent another email 12/17/2024 requesting again. I told *** that I have no problem paying the $45 if that's what I owe. Tell me where the discrepancies are. If they are incorrect, they owe me $65 (for 4 empty bottles ($10/ea) and a $25 deposit for the dispenser).

  Business Response

  Date: 12/18/2024

  An audit was conducted in April 2024 and found that there were 11 bottles that were returned to us that was not previously paid for.  This caused a balance of $45.00 due Menehune Water.

  When bottles are returned, we conduct an audit to ensure the bottles were paid for which is $10.00 per bottle.  

  I offered **** to write off her balance of $45.00 to close out her account since she was a long-time customer.  I am awaiting a print-out of her bottle audit to send ****.

  Mahalo!

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received my normal monthly delivery on 11/22/24. Invoice for payment ($7.07) also received on 11/22. I wrote a check on 12/09 for payment and just recently received another bill for $8.24 in the mail. I spoke to customer service at ********************************************* and representative advised that I still owe $1.17. She advised that it was from a previous bill that I didnt pay. why wasnt the $1.17 carried over from previous bills. She advised it was from March. I have been receiving bills every month and it did not show any outstanting balance unitl my "mailed" bill in December. I have paid my Nov bill which was $7.07 and then i get an "mailed bill for $8.24. Menehune service team does not call back when they say there are going to call back.

  Business Response

  Date: 12/17/2024

  Hello,

  I have attached the transaction history showing all charges and payments.  Current balance due is $1.17.

  Customer Answer

  Date: 01/10/2025

  Its still doesnt answer my question.  Where did this difference ($1.17) come from.  It looks like I paid exactly what was owed.  I dont like the fact that a company can charge an amount without justification.
  
  Thank you, 
  
  
  ******* D. ****

  Business Response

  Date: 01/10/2025

  Hello,

  I have attached a transaction history as of today showing all charges and payments; however, I will credit $1.17 to clear the balance.  Customer only owes for the delivery made on 12/23/24 of $7.07, invoice 4833175P.

  Mahalo!

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

• Initial Complaint

  Date:02/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Long time customer that has paid on time since about the late 80's..Kept records and reported when bottles were leaking, and replacement needed etc..Kept up to date each month.. Recently the Company has gone downhill..No phone service to speak of..No receipts left when picking up bottles, and mandatory 2 bottles each month since. Nov. 2023. Poor service by driver. I cancelled service and returned in person 3/ 5 gal bottles. on Feb. 1st..they said the girl that took my email (short lived) no longer worked there..and I owed 6 bottles??? No way! I demanded to speak with *** the supervisor..she said she'd get in touch with me after going through years of service? Ridiculous.. I went in with 2 emails, that no one got back to me..Cancelled service and expect to be reimbursed for 3 bottles, with tops on them.. I can't believe this scam going on.. I am now with Aloha water, and they say they have heard this a lot..So, this needs to be looked into..billing records not kept correctly.. I called about the last service bill1/1/24, that is how I knew they were billing incorrect.. They adjusted that bill..and thusly, I sent them the emails (listed above) telling them 1/15/2024 cancelled and will return my3 bottles when finished.. I did..and now no reply.. SCAM and keeping my money so far.. I want them to be accountable and will not rest till I get my $30 they owe me.. *********************************..

  Customer Answer

  Date: 02/08/2024

  Contacted by Supervisor of Menehune Water.. She called and sent me an email this afternoon..She is refunding my money owed.. Thank you.. It has been resolved, so no longer need your help..

• Initial Complaint

  Date:10/15/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been charged late fees but never recieved any bill for three months. This happened before in March 2022, where they attempted to charge me late fees, when i called them the months prior stating i did not recieve a bill and what do i owe. they remedied this and took the late fee off. I told them i do not want autopay because i am meticulous of my accounting and need to know what amount is being taken off. I told them i would look online and expect a paper bill which they said okay. They walked me through how to look at this online.I called the months after saying i did not recieve a bill and they said i do not owe anything because of my bottle return credit. I waited a few more months and checked my online account which did not show any bills. the last billing statement was in february. I thought it was extremely weird so i paid 20$ on october 2, 2022. I then recieve a bill on October 14, 2022 and it shows a bill and a overdue fee of $29.80. There is something NOT right. I check my mail reguarly and am 100% sure i did not recieve anything from them. How can they charge late fees for a bill i did not know i even had!

  Business Response

  Date: 10/19/2022

  Good morning,

  We did assess a late fee to customers' account due to delinquent state of her account.  All accounts are Net 30 and we have not received a payment from customer since August 2021.  The late fee was done in March (please see attached March and April after posting).  Since customer was not receiving her statements, we waived her late fee in March when she called.  At the same day, customer made her payment and confirmed with a customer service agent on her delivery address.  She did make a payment on 10/2/22 (see October) which was after our cutoff date and the reason why it is not showing on her 10/1/22 statement.

  I also attached a current statement that shows no late fee on the account.  All charges are valid delivery charges to customer.

   

  thank you

• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Menehune is a drinking water delivery company. They charge a $10 deposit for each 5-gallon bottle that they deliver, which they promise to refund when the account is closed. They have failed this promise. My account has been closed for more than three months, and they have yet to get me a check for the refund. To their credit, I believe that they attempted to deliver a check that was $30 short of the refund due, but they sent it to my old address *after* they confirmed that they would mail the check to my new address. This is all the more upsetting because they delivered new bottles and charged me more money in deposits even when I explicitly told them not to. I am requesting that they immediately send me a check for $90.

  Business Response

  Date: 08/30/2022

  Good Morning,

  Customer called on 4/26/22 to advise of no delivery needed on 4/27 and 5/11 and a cancellation pick up to be done on 5/27 due to moving out  of state.

  No mention of leaving us with a forwarding address.

  A delivery on  4/13 is a valid charge since this delivery was not canceled.

  See attached Notes and Invoices for invoices totaling the $-61.15 refund sent on 7/27 to address on file at the time.

  also attached is a listing of payments received and invoice listing of all invoices since opening account.

  on 8/15/22 an address was given to customer service and was asked to do a stop payment on the check he was sent.

  Audit on closed account takes up to 12 weeks for processing.  

   

  Menehune Water Company has followed all procedures to ensure customer received his refund on a timely matter.  His refund of $-61.15 is a correct amount according to his audit and charges.

   

  Thank you

   

   

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17778429
  
  I am rejecting this response because:

  Regarding their comment:  No mention of leaving us with a forwarding address.  

  I uploaded the email thread I had with their customer support rep that was dated on June 9, 2022.  They confirmed receipt of the new address on June 11, 22. 

   

  Also, the invoices clearly state what I told them many times, to never deliver new bottles and not charge additional deposits.  This is reflected in their 'even exchange' note on the invoices I uploaded.  By even exchange, that means that they were only supposed to replace empty bottles with new bottles, in which case no new deposits would be required.  They charged me these deposits when they show on their invoice that they were not supposed to charge me these deposits.  

  They say they would refund within 12 weeks, but it's been more than that crazy long time.  12 weeks would have ended on Aug 12.  So why don't I have the check yet?  I need a check for $90 now to close this out.  

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

  Business Response

  Date: 09/02/2022

  I have read and looked into the customers' account.

  I would like to first respond that we did send the refund check on time within the 12 weeks.  

  As of today, we still have not received a return mail for the check that was sent on 7/21/22.

   

  For the invoice in question (invoice 3527387P) I will adjust the bottle deposit ($10.00) and one water ($9.42) to customer.  The remaining $9.42 is an even exchange which is a valid charge.  This will bring the refund to $80.57.

  To expedite this refund, instead of waiting for a check, I would like to request if the customer would like to have this done on a credit card instead.  If this is something that is acceptable, then please provide a credit card number this can be refunded to.

   

  thank you

  Customer Answer

  Date: 09/09/2022

   
  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.  You can refund the money to my **** card which you may have on file.  If you do not have that on file, please call me at ************ and I will provide you a card number over the phone.  

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