Complaints

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• Initial Complaint

  Date:04/25/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 just had the unfortunate experience of dealing with ******** McCollum ****** from Crystal Montain Water on 4/24/2025. A gentleman from the office called me about a delivery and needing payment before delivery. I asked why, considering you had just charged my card approx $94. He said there were notes, from the owner, that the card had been declined when charged. I explained that I had no idea when the card was being charged, and without a specific day, how am I to ensure proper funds are available? He told me when it usually is charged and I said that was the first time that question had been answered. I also addressed that I have expressed that with ********* multiple times. Unbeknownst to me that she was listening to the call, she jumped on the call started yelling that is not true and then said "you're not getting your water " and HUNG UP ON ME! I'm not getting my water because your employee is incapable of personal accountability and adult behavior? I should have addressed her behavior with you before now, but she has ALWAYS given me an attitude, and she has crossed the line. Is this how you allow your staff to treat customers? Is this just how she treats black people... because she seems to have no issues whenever I come in with any of your white patrons? Either way, I want this rectified. I have been with you for a few years now and the audacity that one thinks they can speak to CUSTOMERS that way is a complete reflection of the lack of care and customer service we have in today's workforce. I intentionally avoid speaking with her because of how nasty she always is. The young lady you have up at the front desk always is wonderful and a pleasure to speak and work with and I always have a pleasant experience with her! All I want is to get water and deal with nice, professional people!

  

  Business Response

  Date: 04/25/2025

  Dear Ms. **************** you for reaching out and sharing your experience; we take all customer feedback thoughtfully.
  We have reviewed the call in question, and while we understand your frustration, it is also important to clarify the broader context surrounding your account and interactions with our staff.  Our records indicate a history of frequent payment delinquencies, which has required our team to reach out multiple times to resolve outstanding balances prior to delivery.  We have worked to be flexible and courteous throughout, including continuing service despite inconsistent payments. 
  In addition, we have documented multiple instances where our staff (including ********) have been subjected to disrespectful communication. While we expect our team to remain professional in every situation, we also have an obligation to provide a safe and respectful work environment for our employees. 
  Please know that we do not condone discrimination of any kind.  We take such accusations extremely seriously.  Our review of interactions involving multiple employees over time does not support the suggestion of discriminatory behavior, but rather reflects a growing pattern of strained communication and difficulty in maintaining consistent service expectations.
  I understand that you were unaware of when the charges would occur, and I appreciate you sharing that.  With the past payment history; we needed payment in advance. The expectation of timely payment for services rendered is standard in any business relationship, and it is something we have tried to maintain in a professional manner.
  At this point, we feel it is best for both parties to amicably end our business relationship. We understand this may not be the outcome you were hoping for, but we believe it is in the best interest of both parties to bring our service relationship to a respectful and professional close.  We will arrange to retrieve the two water coolers currently in your possession. Please let us know a convenient time for that pickup, and we will coordinate accordingly.
  We sincerely wish you and your business continued success and thank you for the time you were with us.
  Kind regards,
  Crystal Mountain Water