ComplaintsforMagnetic Springs Water Company

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I cancelled my service with this company over two months ago. I was told a refund would be issued by the 14th of June. It's hard to get a hold of anyone at the billing office. They do not return calls. I was told a refund of $13 would be issued and I advised that is incorrect because their driver picked up all my water bottles and that would allow my deposit to be returned. They are quick to take your money but fail to quickly return your money. I have had nothing but issues with this company since I started up service with them over 2 years. Product not being delivered etc. I demand my refund of $30 to be issued back to my credit card.

  

  Business response

  06/27/2024

  It takes up to 30 days for our system to process the refund. The check was sent out on 6/18 Check# *****. The bottle deposits from the last delivery were put towards the invoice total. That left a ***** credit on the account that was refunded back on the 18th. 

  Customer response

  06/28/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21865086
  
  I am rejecting this response because: I should not be charged a delivery feee as this was not a delivery.  You picked up the bottles and the water cooler.  Please refund the delivery fee.
  
  Regards,
  
  ***********************

  

  Business response

  07/03/2024

  We have issued a refund check for the delivery fee. It is scheduled to go out after the holiday.

  Customer response

  07/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***********************

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 5, 2024, 4 bottles of spring water were delivered to our home. One of those bottles was purified water and asked for this bottle to be replaced with spring water. A pickup was scheduled on 2.13.24 just to exchange the purified water with spring water. I was charged $5.99 for the price of the purified water which was in error, as this was just an exchange due to a driver error. I wrote three emails and called three separate times with promises of a credit but not credit to date after 40 days. I documented all the dates for the emails and calls.

  

  Business response

  03/28/2024

  There was a misunderstanding we put a credit on his account. I have talked to the refund manager, and they have put it back on the card!

  Customer response

  03/30/2024

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Made an online order for 10 cases of water on February 1, 2023. As of February 4, 2023 there is still no product delivered to me. Unable to get direct answers on the phone and unable to get a refund over the phone I'm left with no other option but this. I paid Magnetic Springs for a product and they refused to deliver the product. I need a full reimbursement

  

  Business response

  03/12/2024

  We are going to refund the purchase. 

  Customer response

  03/13/2024

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  06/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I ordered 5 distilled waters and a brand new water dispenser from magnetic springs in March. They delivered 5 waters and a used dispenser wrapped in a trash bag but charged me full price for a new one. I plugged the water dispenser in and it almost caught on fire. I called magnetic springs immediately and they delivered a new dispenser the next day but in a color I didn’t choose. At the point I called them to just pick every thing up and refund me my full amount paid. They refunded and collected their items within two business days. Since this date they continued sending me invoices for water deliveries that weren’t occurring and that weren’t ordered by me - nothing was showing up but they were sending me invoices. I responded to the invoice emails saying nothing was coming and that I didn’t do business with their company. TodY they sent me an email saying they were sending me to collections. I called immediately explained I didn’t receive any thing from them nor do I do business with them but they wouldn’t let me speak to a manager. Ultimately threatening to send me to collections when I do not have anything to do with them - literally at all.

  

  Business response

  06/27/2022

  Good Afternoon, 

  I would just like to start by saying we do apologize about the miscommunication. There is two attached files, one is the credit we put back after all of the charges that occurred, and the second one was an email sent on the 8th of June explaining too you that we closed your account and that we apologized again on our behalf. You got everything you ordered in a timely manner, the cooler was new the second time but, i explained too you that we didn't have the other color cooler that would be brand new and you said okay that is fine.  So i immediately had a cooler sent out too you because the first one that was brought out too you was "smoking", due too you immediately plugging it in without the water on top first. I then explained again, you have to let the water fill the cooler first then plug it in and turn it on in the back, at that point everything was okay. Once the new cooler got there things took an unexpected turn for the worse. You realized that the cooler was not in the color you wanted and that was the end of your business with our company. I sent someone out there an collected all the items for you. I am not sure who you talked too, but none of my customer service representatives would tell you no to speaking to a manager in our office. We do apologize about this matter again as we are making sure we close account properly and in a timely manner. Thank you for your time and patience while I found the time to answer your complaint. 

   

  Our Apologies,

  Magnetic Springs Water Company - Miranda R. 

  Customer response

  06/28/2022

  I am rejecting this response because: 
  Most of the response from owner never happened. The collections agent told me on the phone after I requested to speak with a manager or owner that they would not take my call. Also, the explanation of use of the water tank never happened not to mention it was delivered in a trash bag. 
  

  non of the owners response are relevant to the issue presented which is they send erroneous invoices for non delivered items and then threaten to send you to collections if you don’t pay. 

  

  Business response

  06/28/2022

  Hello again, I have attached the same two pictures again. The first picture was to show you that the account had been accredited for anything that has been taken out after closing your account. The second picture was to show that we let you know that we apologize about what had happened. I am the person who talked too you personally on the phone when your first cooler malfunctioned. yes, I did explain too you how the cooler works because I was creating our new accounts. I explained how coolers worked to new customers as my job everyday. Your account is closed and there is no invoices still coming too you. We put $56.94 back on your card that was on file and your account is at a $0.00 balance causing nothing to be sending you too collections. Everything stated in the previous response is correct. I do apologize sincerely again.

   

  Magnetic Springs Water Company- Miranda R.

  Customer response

  06/29/2022

  Better Business Bureau:
  
  I accept the business's response to resolve this complaint simply because I am not looking for any restitution. I believe this company still needs to be reviewed for obvious accounting mismanagement.
  

*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. ↩