ComplaintsforOzarka

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I closed this account back in August of 2022 with a zero balance. I have an email thread with the company that says the account was closed and that I not longer live at that address. Apparently the company has still been delivering water to that address. Fast forward to February 2023 and I get a collection letter from them threatening to turn me over to a collection agency. I have made numerous attempts to speak to them regarding this balance not being my balance. I finally get a hold of Julie, in the collections department. She informs me that only a supervisor can remove this, yet they will not call me back. After speaking with Julie on several occasions I still cannot get a supervisor to call me back. I received another collection letter sent out by Julie dated March 24th, again I have spoken with her several times and she even verified that I closed the account with no balance. I can’t get anyone from this company to respond to something that is their error.
  

  Business response

  03/28/2023

  We are in receipt of *********'s complaint and we believe we have addressed it to it's full extent. Our sales manager personally called her and resolved her issue. She will no longer be receiving collection letters and her account is in good standing. We apologize for the error and we have made the necessary corrections to her account. 

   

  -******

• Initial Complaint

  05/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was over billed April's monthly water delivery. The first delivery amount on 4/5/22 was $16.22, the second delivery on 4/19/22 was $22.22, an increase of $6.00. When I called & asked for the reason of the increase I was told by ***** in the A/R **** that the additional amount was due to increasing the deposit amounts on the water bottles that I paid when account was opened & this was due to recent increased fuel charges.When I opened my account in March 2019, the bottle deposit amounts I paid was $7.00 each. I received a notification September 2019 that there would be an increase in bottled water products of $0.50 each but the bottle deposits would remain the same at $7.00 each.On 4/19/22, I was credited for my original 2 bottle deposits of $7.00 each for a total of $14.00; I was then billed for 2 new bottle deposits of $10.00 each for a total of $20.00. I did not receive a notification that I would be billed for this additional charge toward my original bottle deposit for recent fuel increases.Additionally, was billed a service charge of $4.99 on 4/30/22. This is the first time I was billed a service charge & when I called & asked what the charge was for, I was told by ***** in the A/R **** this was also for recently increase fuel charges. Nor did I not receive a notification for this additional charge.This not the first time I've had to contact Ozarka to resolve billing issues with my account; the last issue took 2 months to resolve. I received no notifications of any these additional costs. I am asking for the additional charges of $10.99 to be removed immediately. (additional bottle deposits of $6.00 + service charge $4.99 = $10.99).

  Business response

  05/03/2022

  Pursuant to Complaint ID ******** from *************************, please be advised that Eureka Water would like to explain the charges associated with ********************** complaint.  Chatham disclosed in her complaint that on 4/5/22 she was charged $16.22 and on 4/19/22 she was charged $22.22, which was an increase of $6.00.  This charge was correct because on 4/12/22, Eureka Water had no choice but to raise our refundable bottle deposits from $7.00 per bottle to $10.00 per bottle, due to our suppliers raising their prices that far exceeded the original $7.00 per bottle.  The bottles that Chatham had in her possession on 4/15/22 she paid $7.00.  When we delivered on 4/15/22, we gave her credit for the bottles she had at $7.00 per bottle and charged the new bottles at $10.00.  She took two bottles that day, so that is where the additional $6.00 came from.  Once the bottles that she had on hand prior to that 4/15/22 delivery were all exchanged, then all the bottles in her possession would now be worth $10.00 per bottle.  Please note that this is a fully refundable deposit.

  
  Regarding the $4.99 service charge, Eureka Water Company has been hit with multiple increases from our suppliers, not to mention fuel and retention. We decided to include a service charge on all monthly statements.  This was disclosed on the home page of our website (ozarkah2o.com), explaining this service fee to our customers.  As of 4/30/22, Chatham's balance with us totaled $43.43 and she is asking for a refund of the bottle deposits and the service charge.  
  I spoke to ******* today on the phone trying to explain these charges but she has unfortunately decided to discontinue business with my company.  I will make sure that the $10.99 is credited back to her account, making her balance $32.44, minus any bottle deposits she returned today ($7.00 per bottle). I hope this puts this matter to rest, but if there is anything additional you will need, please do not hesitate to let me know.  

  
  Cordially,
  *********************

  Customer response

  05/04/2022

   
  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.
  
  Sincerely,
  
  *************************

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