Complaints

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• Initial Complaint

  Date:05/28/2024

  Type:Product 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 complained several times about not being happy about these machines and asked to get them removed as per not being satisfied with the product. on 5-22-24 I received an email stating that they would remove the machines if I paid out the 5 year contract that was nearly 4000.00 - while I was concerned about the contract in the very beginning the salesman assured me that it would be based on satisfaction. I have called and complained about them sending us late notices when we had already paid and also about the water ruining the coffee makers and their response to that was to put fancy filters in and charge me more money for the product. This product was brought to us during the height of covid and we were persuaded by the salesman to do this as it was a much healthier solution- but i firmly told him that the company would not want to sign a 5 year contract but again he assured me it would be based on the fact that we were satisfied. I am not satisfied. But because the 5 year contract is not up they want to charge me 4000.00?

  Business Response

  Date: 05/29/2024

  Good Morning and thank you for forwarding this on to us.

  It is our intent to provide quality service and quality products and I do not take a customer reaching out to BBB lightly. There are several points in the correspondence that I will address individually.

  1. Late Fees are mentioned as being charged when a payment was made timely. I will not pretend that our billing department does not make mistakes. If this has/had happened I would believe that those late fees would have been credited upon research to confirm the payment was made on time. If this is not the case I will assist in making sure that that does happen.

  2. Statement that the company will not sign a 5 year agreement and assured by the representative that it's based upon satisfaction. I think there is a bit of confusion here. Our rental agreement has a Customer Satisfaction Guarantee as a part of it. That guarantee says and I'm paraphrasing...If we can't fix it we'll replace it at no charge to the customer. It also says that if we drop the ball and do not correct a problem within 5 days that the when the customer makes us aware we would credit their next months bill. It does not say anything about being able to cancel. Our best pricing comes with a 60 month agreement but there are other options of 48 and 36 months. More than 85% of our customers decide to take best pricing since their rental price is guaranteed throughout that time to not go up. I'm a bit confused why two 60 month rental agreements were signed if the company doesn't want to do that. It's been my experience that if there is a hard line on 60 months companies decide to pay a little more for a shorter term or quite frankly decide to not do business with us.

  3. Coffee machines being ruined. I do not know what type of coffee machines are being used onsite but it sounds like they are using the water from our units to pour into their coffee makers. I think this is a good practice and much better than just tap water. Coffee machines need to be descaled on a consistent basis. I am not a coffee expert but the following is a statement from ****** on descaling:

  Descaling — If your brewer sees average use, we recommend descaling your brewer every 3 months with ******® Descaling Solution to keep internal components clean. However, there are situations where you will want to descale more often. If you brew more than 8 pods a day you will want to descale every 6 to 8 weeks.

  I have no way of knowing how their coffee makers are being service but I have a hard time understanding how Artesian could be responsible.

  4. Buyout Amount that was provided - It is standard practice that if a company decides mid term of one of our agreements that they want to go in a different direction that we provide a buyout. The pricing associated with a length of term in this case 60 months is based upon us being able to collect 60 payments. This is spelled out in our rental agreement.

  Let me know how else I can help