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| - If I could do fewer stars I would. This is by far the WORST service I have ever had with a company in my entire life.
I signed up for service mainly for my mother who is living with me and wanted fresh water for her coffee and drinking water. It was easy enough to sign up and get started but after that, everything went downhill fast.
When they arrived the first time to bring the dispenser, 3, 5 gallon water containers, and 2 cases of bottled water we were excited. The delivery driver said that the water would take a few hours to get cold which we expected. Well the few hours turned into days and then a week. The water never got colder than room temperature, although the hot water part of the dispenser worked great. It was heating the water as expected and was very hot and perfect for ramen or hot tea. I called and told them that the dispenser wasn't working still and would like it replaced. Again, after talking to them everything seemed great. They would come out the following week and replace the dispenser is what I was told.
Fast forward to the next week, 5 days after I called about the issue. I wasn't home at the time but my 62 year old mother was and knew what they were coming out for. The driver didn't bring a replacement dispenser out and told her he would try and fix our current one. He then proceeded to tell my mother that he didn't have any tools with him and asked if we had some he could use. My mother told him she didn't know if we had any or not. The driver then told her that if she could find a screwdriver, she should turn some knob in back of the dispenser and inside a little bit to make it cold. When I got home I was upset that he didn't fix it and asked her to fix it but decided as long as it worked I didn't care. We tried turning the knob as directed and it didn't work. The water still wasn't cooling. So I again called and told them the issue was not resolved and how the driver literally did nothing and expected us to fix equipment that we were "renting" from them. I was assured they would bring a new dispenser out to replace the current one the next week. Again, they weren't going to be out for almost another entire week. All of this time, I have now apparently went through a billing cycle and was charged a full month's price even though we didn't have a working dispenser or cold water.
The following week, the same driver came out and again my mother was the only one home. He proceeded to take the old one to his truck and bring in a new one. Immediately upon plugging it in, my mom said it made a weird noise and the driver said it wasn't working. He said it had been services the previous week and didn't know why it wasn't working. He then proceeded to take that dispenser outside to his truck as well. He then drove off without saying anything more to my mother. So we now have no dispenser, no water, and all while being charged for it.
I called customer service and explained that I was cancelling my service after explaining everything that had happened so far. The representative told me she would have the regional manager call me to discuss my issues. After 2 weeks, I still hadn't heard from anyone but I was fine with it as I had cancelled the service. Or so I thought as then I was billed $62 for a month of service again. I called AGAIN and told them I had cancelled a month ago and had all of the emails and conversation history to prove it. They weren't going to credit the money back to my account until they picked up the 2 water containers that they said I had. I explained that they were picked up long ago and I wanted my money credited immediately. The rep said I could speak to a manager if I wanted which I did. I was ONLY credited the money back after I threatened to file a complaint with the BBB.
Long story short do not expect much of anything from this company. The only thing they seem to be good at is making sure they debit your credit card for their terrible service even if you aren't actually receiving the service.
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