ComplaintsforAqua Systems

• Initial Complaint

  03/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’m an Aqua Systems home water delivery service customer. Aqua Systems has a 3 week water delivery schedule. When I signed up for water delivery service, I was told that I would receive a 1-for-1 service: meaning for every empty bottle I returned, I would receive a full 5 gallon bottle of water. On 2-21-22 I was scheduled for water delivery. However, Aqua Systems failed to make that delivery. I inquired and was informed that Aqua Systems had run out of the “5-gal Diamond Spring Water” which is the water we elect for service. I requested if the Manager could email me 24hrs in advance so I can have my empty bottles out ready for pick up for the new non-standard delivery date. His email response was, “We will call/send a text with the new delivery date as soon as we figure that info out.” I never received a call, text (or email) with a new delivery date. So it came to my surprise when I came home today that there were four 5-gal bottles delivered at my front door without any advance notice. Unfortunately this is not an isolated incident. Aqua Systems failed most recently to make the 12-20-21 delivery as well citing they had run out of the Diamond Spring Water. How does a water delivery company run out of water? When I signed up for water delivery service I was told that I would receive invoices by email. That hasn’t happened as of yet. For every delivery I have to call Aqua Systems to request an invoice to be emailed. Although they’re usually able to do it within a week of my phone call request, I have been sent incorrect invoices multiple times. Also since my invoices have been incorrect multiple times, I cannot elect for automatic billing or wait for invoices to be physically mailed to home address. All am asking for is to receive the water service I signed up for leaving out my empty water bottles and receiving full water bottles - and then being properly billed for that service.

  

  Business response

  03/15/2022

  Hello,

   

  I received a letter in the mail today about the complaint lodged by **** ******. I called and left a message today with him and apologized for the inconvenience.

   

  We are solely a distributor of the 5-gallon diamond spring water that Mr. ****** gets, so when production is slowed/stopped for any reason, we suffer the most as all our customers must go without. Mr. ****** was informed of the reason why he did not get his delivery. Instead of calling here, he went straight to the BBB.

   

  Again, I did call and leave a voicemail for him at approximately 4:10 pm central time. I am willing to work with him to rectify the situation.

   

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

  Customer response

  03/15/2022

  Complaint: ********
  
  I am rejecting this response because: I want it to be known that I did not just file a Better Business Bureau because I did not receive a delivery from Aqua Systems. That in and of itself is just not true. I filed the complaint because Aqua Systems did not notify me of the new non-scheduled delivery date, although they stated they would. See email I sent to the St. Louis, MO Aqua Systems Manager on 14 March 2022 below.
  
  "Hello ***,
  
  I received your phone message after I got home from work today.
  I did file a complaint with the Better Business Bureau on 28 FEB 22. However, I did not file the complaint solely because I did not receive my delivery that day. I inquired about the missed delivery on 21 FEB 22 and was informed that Aqua Systems ran out of Diamond Spring water that day.
  I asked in my email inquiry to please give me 24 hours notice so I can put out my empty water bottles.
  The email reply I received stated, "We will call/send a text with the new delivery date as soon as we figure that info out.".
  After that I never received a phone call, text or email of the new non-scheduled delivery date. Please note that I checked my spam folder and phone for any messages but did not have any notification from Aqua Systems regarding the new delivery date.
  As such, I received my 21 FEB 22 water delivery on 28 FEB 22 without notice and therefore could not leave my empty bottles out for delivery.
  I understand that things happen and there may not be enough water to complete a delivery.
  However, I was not given any notice of the new delivery date to ensure I could have my empty bottles outside for pickup.
  
  My next regular water delivery occurred today 14 MAR 22. I left out 9 empty water bottles for pick up and left a message out for the Aqua Systems driver that stated I only needed 5 full water bottles delivered.
  The driver left me a note stating, "Sorry I only had 4 bottles available" and therefore the driver only delivered 4 water bottles. I can provide a copy of the original note if needed.
  In your voicemail I received today you stated that if I need additional water, that the driver would be out again by next Tue at the latest in my area.
  With that said, can you have the driver deliver that final bottle that was not delivered today for delivery then?
  For billing purposes, I don't think I should be charged 2 separate "CONFEE" delivery charges for an incomplete delivery. I don't have an issue paying one delivery charge for 5 total water bottles delivered. I think that's reasonable.
  
  I was told when I signed up with Aqua Systems that I would be on a 1-for-1 delivery basis...meaning for every empty bottle I retuned, I would in turn receive one full water bottle.
  That's all I am asking for. If that is not possible, can I coordinate with your office in advance so I can have my empty water bottles picked up for any non-scheduled delivery dates?
  If handled in that manner, that should alleviate just about all delivery issues.
  
  
  I appreciate your time and input in this matter.
  
  ~**** ******"
  
  
  
  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. ↩