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Business Profile

Bottled Water Companies

Crystal Rock

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bottled Water Companies.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/31/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Company failed to show up for two water deliveries so I cancelled in July, they continue to charge me for water deliveries that never occurred on top of that doubled charged me for my water dispenser rental for 7 months. Spoke to 4 reps they all see the issue but none can help and say someone will call me now 7 times which has never happened. This company needs to be investigated for FRAUD, will also be filing with the CFPB.

  • Initial Complaint

    Date:06/27/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Hi my order was supposed to be delivered on this Monday. It never came. I called the company. They said it was going to be coming on Wednesday. I did not receive emails for any of these issues. I just got off the phone with their representative. He told me that they were out of stock on all of my items. Again I received no information or email that these items were not in stock. Zero communication They are a horrible company. I asked them to remove me from their customer list immediately but told me they were unable to. They have had zero communication and have not let me know about anything that is going on with my order. Now I am completely out of water and have no other supplier. I do not want to be associated with the company that lies to its customers and doesn’t provide any of the products.

  • Initial Complaint

    Date:08/23/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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’ve been a customer of Crystal Rock for 3 years. At first I was purchasing spring water but noticed at times the water had a bad odor and was more expensive so I changed to filtered. I complained to them about it. I was receiving the filtered water and getting water that also had a bad odor. Finally i decided to end my business with them. I called a couple weeks ago and the lady I spoke to was very nice and told me to put an X on the bottle and try another. I found that each one I opened had that odor some worse than others. I had a delivery scheduled for 8/22 and called on 8/21 to tell them to discontinue and pick up water and dispenser. She told me they would pick up and I would get a $23 credit. Then told me she was sending me to the final facilitator who told me I wouldn’t be getting a credit but I would get a service fee and no credit for unused bottles. I was so upset because she was telling me the opposite of what the first girl told me. I told her that and she basically told too bad she had the final say and told me to have a nice day in a sneering goading way twice when I protested to her saying their water was bad.

  • Initial Complaint

    Date:06/27/2023

    Type:Billing Issues
    Status:
    Unanswered
    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.
    My office has been using the CrystalRock's water delivery services for years. More recently I started to question some charges and credits. My disagreement w the billing began in Oct of 2022 from what we noticed. My account was requested to be closed by me recently. Yet we are still being billed for what the reps can't explain. My acct is ***************. When I 1st noticed the discrepancy, I decided to stop ordering water and only keep the dispenser ongoing (approx $16/mo). After trying to resolve the past bills w no clarity , I just paid off all balances to not deal with it any longer (totaling +200). At the same time i made sure to ask about future bills. The rep said there would be no more charges, just credits (for returned bottles. No we get another bill with a previous balance of $20.67 (I can't verify bc I dont have to access to my online acct. In the invoice, we also received a $15 credit and a $6 charge for paper invoice. The new outstanding balance is $12.20 . I called the company about this last invoice. Tat 1st they couldn't explain and later in the call , they claimed it was part of a pick up fee for the dispenser device. Rep also confirmed that the acct was closed. I refused continue being taken advantage of. Crystalrock has multiple methods of contacting us like phone, email, and the website. We will not accept any further charges. Especially $6 for a single sheet of paper. Please see attached invoice.

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