THIS IS ABSOLUTELY THE MOST INCOMPETENT AND INEPT COMPANY ANYWHERE.
My office has had this wretched service for approx 1 year and we have had nothing but
billing issues, service problems and leaking coolers. I was quoted in writing by one of their
super-duper sales reps and as soon as we got our 1st invoice the charges were all wrong.
I had to go thru 3 people and at least half a dozen phone calls before I got the correct pricing.
I don't think we ever received all the credit we were supposed to receive.
About 6 months in, we ran out of water and when I called, I was told they had changed our
delivery schedule and it would be another week before we would get service. Because oh
no way will they admit they screwed up.
Last month we kept noticing water on the floor near the cooler but we thought it was our
guys being messy when changing the bottles, but we finally figured out the cooler was
leaking. I called and talked to some idiot (after holding for 20 minutes) who took down all
the information only to be told I would need to speak with someone else in customer service!
I again had to hold and after waiting for 10 more minutes I left my number for a call back.
Guess what? NO CALL BACK. A week later, I called again and went thru the exact same
thing, only this time I waited on hold for the, you guessed it, the customer service department.
I told her exactly what had transpired and was told he would be out that day with a new cooler
and since our delivery was scheduled for two days later, he would go ahead and bring it as
well. I was also told we would get one bottle for free since one had leaked out. The delivery
person came, not that day as promised, but 2 days later on the scheduled day with the exact
same kind of cooler. Since he speaks virtually no English, he didn't understand what was going on and was trying to tell us we were changing the bottles wrong. Let me regress here
and describe this new, better, more expensive cooler. Instead of the gravity cooler where the
bottles sit on top, the bottles sit in the base on the floor and you have to put in a very long
tube, kind of like a giant hose. It now takes 2 guys to change the bottles and they usually end
up dragging the part that goes into the water all over the breakroom floor. (I no longer drink
water from the cooler). I had asked for the old style cooler but no, we had to get another of
these more expensive ones.
I just got my invoice today and no credit for the bottle. I called and held for 18 minutes,
talked to a girl who sounded like she was half asleep only to be told she couldn't help me
but she would transfer me to customer service. Oh dear God, I held for another 12 minutes
(also told my hold time was less than 2 minutes) and finally talked with someone. She said
she was sorry the wait times were so long, but they had been busy. Must be everybody
cancelling service if they are smart. I had to go over the entire thing again, because apparently they don't have account notes, and I am supposed to be getting credit for two
bottles because of my aggravation. I also mentioned that I see they are going up by $1.50
per bottle next month. She said she was going to make my bottles back to what they were
a year ago (before the last increase). We'll see. For some reason, our manager wants to
keep this lousy service. If it was up to me, the cooler and the bottles would be sitting curb
side waiting to be picked up.
STAY WAY FROM THIS COMPANY, WHATEVER NAME THEY ARE USING -
Alhambra, Athena, Belmont Springs, Crystal Springs, Deep Rock Water, Hinkley Springs,
Kentwood Springs, Mount Olympus, Relvant, Sierra Springs, Sparkletts, Standard or
DSR, They suck, no matter what name they are using. I guess they change it so you
won't know how they really are. They need to change it to Crappy Water and be done with it.