ComplaintsforPrimo Water Corporation

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a faithful customer for 8 years. I was receiving my ********************** promptly until July of this year. Then I started having issues with the delivery and calling this company to resolve it. It was like I had disappeared from their system. They couldn't find me or my account. They seem to be having trouble with their "system". I went to the store and bought water to refill the water dispenser. I finally received water, two weeks ago on Sept. 11. This came after a lot of complaining and phone calls on my part. Apparently, it's happening again, because I didn't receive my water yesterday. They have not sent me a charge. Either for the water I received or for the rental on the water dispenser. There is no way to contact the corporation level of this company. They only give the call center number. Hopefully, other customers have contacted you about this and lodged complaints. Thank you for any assistance in this matter. Sincerely, ****** V. *****

  Business response

  09/30/2024

  09/30/2024
  
  Consumer: ****** *****
  
  Reviewing ID#: ********
  
  Thank you for taking the time to provide us with your complaint as your feedback is extremely valuable to us. We are sorry to hear about the difficulties you experienced concerning deliveries not having been completed since July 31st.
  We are sorry your experience with our company has not been satisfactory. We appreciate you bringing this matter to our attention and allowing us the opportunity to make it right.
  We were able to complete a delivery as of September 27th. The issue that caused these missed deliveries is being investigated, however we are going to ensure that going forward this issue is resolved to avoid delays.
  For any more questions or concerns regarding your account please do not hesitate to contact us back at customer service ************.
  
  Best Regards,
  Primo Water North America

  Customer response

  10/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Primo Water, also known as ************************, bought ******************************************* summer 2024. ONE trial water delivery was approved for Sep 5, request 4 cases reg small glass water, one case small glass bottle sparkling pomegranate. Specifically, driver was to call prior to delivery. Cases to be delivered into house; or, left on covered front porch by front door.Driver never contacted, left only 2 cases regular water, one case sparking, and left on hot driveway pavement; under blazing hot sun. ORDER was NOT completed as requested. Called September 5th and 6th asking for missing cases credit and a return of the sparkling water with FULL credit. September 20th phone call regarding NO response from Primo, ************************ and all the other aliases this company goes by; advising havent heard from the company. Asked to close my account, dont deliver anything to my house and render a final bill. *********** advised ************************** will charge for 3 cases of plain water and one case of pomegranate; thats what the driver said was delivered. I should only be charged for 2 cases of regular water and they can pick up the pomegranate sparkling water and provide full credit. This morning was the first time that I opened the pomegranate water and 2 bottle bottles exploded in my hand; extremely dangerous! My hunch is that leaving these cases of water on the hot driveway, for who knows how long, since the driver never contacted me, caused the case of sparkling water to pressurize and exploded when opened. This company claims to have no middle management in the ************ area and operates without service accountability. I cannot locate any senior management, or headquarters office to file a complaint and obtain account credits.I ask the BBB to assist in billing corrections and ensure my water account (that was automatically transferred from the bought out **************, ********** without my permission) to be permanently closed and all my personal info deleted.

  Business response

  09/26/2024

  09/26/2024
  
  Consumer: *. ******-********
  
  Reviewing ID#: ********
  
  Thank you for taking the time to provide us with your complaint as your feedback is extremely valuable to us. We are sorry to hear about the difficulties you experienced concerning our delivery services and the associated billing.
  We are sorry your experience with our company has not been satisfactory. We appreciate you bringing this matter to our attention and allowing us the opportunity to make it right.
  We have confirmed that the credits for the two packs of water that were not delivered have been credited. This corrected the balance to $74.16. We then received the payment of $77.16 resulting in a credit balance of $3.00. The refund check for this amount is being processes. Please allow four to six weeks for the check to be received. Our system will be generating an invoice showing a $0.00 as of October 6th. Once the invoice has been generated, we will ensure that it is sent to the customer. Once this has been completed, we will remove all of the customers contact information from the file as requested.
  For any more questions or concerns regarding your account please do not hesitate to contact us back at customer service ************.
  
  Best Regards,
  Primo Water North America

  Customer response

  09/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  Thank you ******* ****,

   

  If not for the BBB, this company would NOT have reached out to hear my delivery complaint, or credit my account.   I will retain this company response to the BBB and consider this issue resolved.l and closed.

   

  Once again, thank you for the work that you do on behalf of consumers,

   

  ******* ******-********

• Initial Complaint

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Primo Water corporation bought ************************** water who I had an account with. I closed my account and returned 6 glass five gallon bottles and the water dispenser/cooler on July 26th. Primo Water said I would be credited $40 per bottle for a total of $240 and that I would receive the check in the mail between mid to late August. Instead in August I was sent a bill for the water dispenser/cooler for July that was already returned and the issue with that is that I paid my account upfront every month therefore the water dispenser/cooler was already paid for and the delivery driver who collected the bottles didnt report the bottles so he lied considering I have the video of him collecting the bottles. Now its September and Primo Water is saying Ill get $180 instead of $240 cause its now $30 per bottle. This was the first Id heard of the price change considering all of August I was assured the amount would be $240. The check was supposed to be sent out on Wednesday September 11th and still hasnt been. This company has been giving me the run around and has consistently lied instead of honoring their agreement. I want the money that is owed to me and for them to be recognized as being disreputable.

  Business response

  09/23/2024

  09/23/2024
  
  Consumer: **** *****
  
  Reviewing ID#: ********
  
  Thank you for taking the time to provide us with your complaint as your feedback is extremely valuable to us. We are sorry to hear about the difficulties you experienced concerning the request for credits for the bottle deposits.
  We are sorry your experience with our company has not been satisfactory. We appreciate you bringing this matter to our attention and allowing us the opportunity to make it right.
  We attempted to reach out via phone call and email, however we did not receive a response. If you need any further assistance, please feel free to contact us back.
  For any more questions or concerns regarding your account please do not hesitate to contact us back at customer service ************.
  
  Best Regards,
  Primo Water North America

• Initial Complaint

  09/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered water deliery service from a partner of ******, Primo. I had services for 2 days and was very unhappy with the customer service I recieved from them. I tried to contact Primo to cancel and was told they were going to charge me for the entire month of service, around $40. I am not paying for a full month of service if I am unhappy and only had services for 2 days!!

  Business response

  09/23/2024

  09/23/2024
  

  Consumer: ******** **
  

  Case No: 22300612
  

  We sincerely apologize for any hardship or inconvenience we have caused you.
  

  Our local management team has confirmed that all items have been picked up from your location as of 09/19 and your account is now closed.There will be no further charges to this account. You will receive a refund for the full price you paid back to the card used to make the payment. You will receive this refund within 5-7 business days. Please let us know if you need any further assistance.
  

  Regards,
  

  Primo Water North America

  Customer response

  09/23/2024

   I am rejecting this response because: I want a copy of the final bill showing all the charges and credits. I've been asking for this fr almost 2 weeks now. 
  
  
  

  Business response

  09/24/2024

  09/24/2024
  

  Consumer: ******** **
  

  Case No: 22300612
  

  We sincerely apologize for any hardship or inconvenience we have caused you.
  

  We have contacted you via email to send a running balance of the charges, credits, and refund on your account. We have advised that you will receive your final invoice on 10/16/2024, and that we arent able to generate it any sooner. Please let us know if you need any further assistance.
  

  Regards,
  

  Primo Water North America

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for service with this company because Im ****** member . I wasnt informed of any other fees as far as water deposit fees that the representative didnt discussed with also I was informed that my ***** **** will be around $50 to $60 .and thats the only reason why I signed up with this company its been a nightmare with this company I asked this company if I can get a credit on my account because of Representative selling there business under false advertisement to promote there business for a sale . I called to get this resolved in no resolution no accountability. I chatted with someone on the app also I was informed that I will get a credit than but it was never applied and also few days later I chatted again they tell me Im not eligible for credit primo please make this right . Also Im charge a late fee as well .i was sold a product under false advertisement

  Business response

  09/13/2024

  09/13/2024
  
  Consumer: ******* ******
  
  Reviewing ID#: ********
  
  Thank you for taking the time to provide us with your complaint as your feedback is extremely valuable to us. We are sorry to hear about the difficulties you experienced concerning not being advised of the bottle deposits when you signed up with our services.
  We are sorry your experience with our company has not been satisfactory. We appreciate you bringing this matter to our attention and allowing us the opportunity to make it right.
  We have submitted the credit for the $25.00 of the bottle deposit charges.With this we do want to advise that if the account is ever closed, we will not be able to submit a credit for these deposits. The customer acknowledged and understood.
  For any more questions or concerns regarding your account please do not hesitate to contact us back at customer service ************.
  
  Best Regards,
  Primo Water North America

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Every bill since May of 2023 Primo Waters has OVERCHARGED me up to sometimes $200. for drinking water. Primo Water has recently acquired a good drinking water company called **********************************************They used to deliver water to your door, ring doorbell and bring it into your house and hand you an ***********, they do NOT let you know they've arrived and just drop it off outside house... No bringing it inside, no invoice, no way to prove the exchange of delivery vs empty bottles.They charge approx $35.00 each for 1 bottle (5 gallon)Yes you read that correct.During convid somehow the price of water almost doubled. I guess 'viruses' cause water scarcity. (Not) Primo also bought out by ******** and **********. They charge $40.00 for each bottle deposit. THAT cost almost tripled. (It used to be $15) But presumably you would get a deposit back right? WRONG. As if this company isn't corrupt enough, taking over a good water company with millions of loyal customers, it's greedy price gouging is insanity!But that's not all. They actually run a SCAM where they charged you for the bottle deposits, BUT cleverly fail to reimburse you for the bottles they pick up.Every month I get overcharged lots of money which delays the paying of my bill.I have to waste HOURS calling the call center trying to explain it to a foreign offshore agent who invariably doesn't understand. So in the 45 times I've asked for a manager, NEVER ... NOT ONCE has a manager called me back.I have no words to explain the insanity of this situation. I cannot be the only one they are scamming. If so, that would be some serious black magic. I've had to bring my credit card company into it before... Just because I was tired of dealing with it myself. This company must be held accountable for it's intentional fraud. They are very aware this is happening because I discuss it with them every month. And yet they continue to do it..

  Business response

  09/18/2024

  09/18/2024
  
  Consumer: **** *******
  
  Reviewing ID#: ********
  
  Thank you for taking the time to provide us with your complaint as your feedback is extremely valuable to us. We are sorry to hear about the difficulties you experienced concerning not being credited for bottles returned.  
  We are sorry your experience with our company has not been satisfactory. We appreciate you bringing this matter to our attention and allowing us the opportunity to make it right.
  We have submitted credits for all remaining instances of the bottle deposits not being credited which totals $160.00. We did attempt to contact the customer;however, we were unable to speak. We have left voicemails and emails.
  For any more questions or concerns regarding your account please do not hesitate to contact us back at customer service ************.
  
  Best Regards,
  Primo Water North America

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a water delivery service, called **********************************************. **** ******* retired. We retired our service with him. 6 months later I received 3 cases of water from a water delivery service called Primo Water. I contacted them and informed them that I did not have a water service contract with them and requested that they pick up the water and credit me of the entire invoice,They picked up all of the unused the water. I then received an invoice for $***** and a late fee. I contacted the company and explained my issue. The women I spoke to assured me that the invoice would be credited. It's been several months and to date it has not been credited. I received another bill dated 08/16/24 for ***** plus an administrative fee of $6.00 and a late charge of $10.00. I contacted the company on 09/11/24 and explained my situation again and asked for a credit. The gentleman at Primo told me he spoke to his supervisor and said that they couldn't do anything for me and that I had to pay the bill. I never contacted this company and asked for water delivery.They delivered it on their own without permission.I returned all of the water unused.

  Business response

  09/12/2024

  Date: September 12th, 2024
  
   
  
   
  
  Complaint ID #: ********
  
  
   
  
   
  
  Consumer Name: Beatle *****
  
  We sincerely and greatly apologize for any inconvenience caused to you by this situation.
  
  After Reviewing the account we can confirm that contact was made with the customer. The proper adjustments were made to the account and the account is fully closed with us.
  
  Should you have any additional questions or concerns, please do not hesitate to contact our ************************ at ************. 
  
   
  
  Regards, 
  
   
  
   
  
  Primo Water North America 

• Initial Complaint

  09/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Ive been a happy paying PRIMO customer for years, but the last few months has been very disappointing. I havent had my water delivered in over 45 days. Ive called and emailed multiple times and spoke with multiple customer service agents, but nobody provides a solid reason why they stopped deliveries. Im just told well prioritize your delivery this week. Only to have another scheduled delivery get cancelled once again. Over the past 45 days, Ive had over 6 scheduled deliveries get cancelled without any reason or follow up. They just cancel and reschedule over and over and over. Never to deliver my water. Now Im paying $12/month for a their water dispenser thats not being used because I have no water. And Ive paid for 6 empty glass jugs that havent been picked up since July, which the funds are being held on my account until the bottles are picked up. Feel like Im wasting of money. Extremely frustrated. Im shocked that a big company with such a massive customer base would leave their customers in the unknown without any resolution or response to their problems for over 45 days. Ive tried contacting PRIMO directly but it hasnt helped, which is why Im now resorting to the BBB. Id love to remain a customer if they actually execute on their promises because they do provide good water, but if this isnt resolved soon Ill be cancelling my membership and finding a new water source.

  Business response

  09/20/2024

  09/20/2024
  
  Consumer: ***** *********
  
  Reviewing ID#: ********
  
  Thank you for taking the time to provide us with your complaint as your feedback is extremely valuable to us. We are sorry to hear about the difficulties you experienced concerning not receiving deliveries and being charged rental for a cooler that could not be used.  
  We are sorry your experience with our company has not been satisfactory. We appreciate you bringing this matter to our attention and allowing us the opportunity to make it right.
  We were able to complete a delivery for the customer on 9/16/24 for five bottles of our ********************** water. We did advise the customer that currently we are working through a national shortage on Mountain Valley product that may cause delays with future deliveries. We did also credit the rental charge for the last two months due to the delays.
  For any more questions or concerns regarding your account please do not hesitate to contact us back at customer service ************.
  
  Best Regards,
  Primo Water North America

• Initial Complaint

  09/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have a business account and have emailed, called 3 times and have been assured my delivery would come. Today was the 3rd delivery in a row that never came. *** had to buy water bottles for my employees for a month.

  Business response

  09/16/2024

  Date: 09/16/2024
  
  Complaint ID #: ********
  
  Consumer: ***** ******
  
  Thank you for bringing this matter to our attention and we apologize sincerely for the inconvenience. We have connected with you directly and in result completed your delayed order Thursday, 09/12.
  
  Should you have any additional questions or concerns, please do not hesitate to contact our ************************ at ************.
  
  Regards,
  
  Primo Water North America

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a customer of *******************************************/********************** since April 2023. On numerous occasions, I have had to call them to complain about this exact same issue and now they have repeatedly caused me problems over and over again. I have a disability with my spine and I cannot lift large heavy jugs of water. They are well aware of this and that is why deliveries are supposed to be made to my apartment door. They have left my water bottles down in front of the leasing office over and over again. My leasing office has made it well known to them that they are not allowed to leave those bottles there as it could be a fire hazard and they are blocking the entry and exit to the building. Deep Rock has noted my account that I have a disability and that water must be delivered to my apartment door but again and again they not only put my housing at risk, by getting me in trouble with my leasing office, but they have disregarded my disability over and over again. They have also charged my account for delivery even though I have not received the bottles and they did not pick up my empty bottles. Currently, my account shows that they delivered my bottles yesterday, 08/13/2024, but they are not at my apartment unit and my empty bottles remain in the hallway awaiting pick up. They charge me for the delivery, but I do not have the bottles. Every time this happens, and I call and complain, when they send the driver back out, I get charged double fees and then have to call and complain again that I did not have two deliveries, I had one and the driver messed up by not coming to my door. They are also well aware that they are to use the callbox to be let in. I work from home and am here waiting all day for the delivery. They never rang the door but the driver in the past has lied about ringing my door when he has not. No one rang my door yesterday. If they cannot handle deliveries for people with disabilities, then they should say so.

  Customer response

  09/10/2024

  I provided a copy of my bill. How would I know which location you send your trucks from? I don't know how you operate and wouldn't be privy to how your trucks are disbursed. Your location is the closest to my address. I set up services through the Deep Rock website, which there's only one website. How you choose to fulfill that isn't up to me and I wouldn't know the inner workings of your company. The copy of my bill attached has all of my information which should be easily accessible for you to look up in your system. 

  Business response

  09/20/2024

  Date: September 20th, 2024
  
   
  
   
  
  Complaint ID #: ********
  
  
   
  
   
  
  Consumer Name: *******************
  
  We sincerely and greatly apologize for any inconvenience caused to you by this situation.
  
  After revieiwing the account we can confirm contact was made with the customer. The proper instruction were notated on the account as well as proper coaching was given to our distribution associates. We are continuing to monitor the customer's account to make sure these instructions are followed as given.
  
  Should you have any additional questions or concerns, please do not hesitate to contact our ************************ at ************. 
  
   
  
  Regards, 
  
   
  
   
  
  Primo Water North America 

  Customer response

  09/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

*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. ↩