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Business Profile

Bottled Water Companies

Eldorado Artesian Springs Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bottled Water Companies.

Complaints

This profile includes complaints for Eldorado Artesian Springs Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Eldorado Artesian Springs Inc has 2 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/31/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 have zero complaints about the quality of the water, it's actually delicious. My main issue is with the delivery service. I signed up almost a year ago, out of the whole time, my delivery has been rescheduled without prior notice 5 times. El Dorado will send you calendar of deliveries (in advance for the year) that they never adhere to. They ask you to put your containers outside of your home at 7:00 am on the morning of your delivery. The containers stay out all day until 5:00 pm when I usually receive an email letting me know that my delivery has been rescheduled without a reason, usually for 2 days after. I have contacted customer service multiple times, emailed them and no one is able to help me. I am simply told that "The driver run out of water" How can that happen? Please honor your side of the bargain and since I have a contract with you for 12 months, please deliver my water on time each month. I pay my bill on time each month too

      Business Response

      Date: 02/01/2024

      Hi *****. I apologize for your delivery being rescheduled 3 times over the last 8 months. I am addressing this with the route driver managers so they can speak to the driver and get this issue resolved. Please feel free to reach out to me if you have anymore issues.  Sincerely ****** C0-founder. 

      Customer Answer

      Date: 02/01/2024

       
      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,

      ***********************************

    • Initial Complaint

      Date:01/05/2024

      Type:Product Issues
      Status:
      Resolved
      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 was a client for over 2 years with Eldorado Springs water. I moved out of my previous home in *******, and returned our dispenser/bottles and closed our account. Several months passed where I did not receive a bill, and the account had been officially closed to my understanding. I then began receiving bills for not returning the dispenser upon closing my account, when in fact, it had been returned (I moved out of state). Their system for auditing dispensers is clearly inaccurate. When attempting to reconcile the issue, I sent multiple emails and called and left multiple voicemails with no response. I just received a random email stating I owe $60 now. I am extremely disappointed in the customer service, software tracking, and ethics of this company.

      Business Response

      Date: 01/08/2024

      Good morning,

      I did a full audit on this account. Customer had an outstanding past due balance of $276.77 which is well over our credit limit. Customer was getting canceled by ********************** for non payment and our team gave notices via phone, email, and letter on 11/21/22, 12/22/2022, and 2/14/2023. We never heard back from customer during this time so we scheduled a pick up of our equipment for 3/3/2023 but nothing was left out for pick up and driver noted no one home. We rescheduled the pick up for 3/17/2023 but again nothing was left out for us to pick up and driver noted no one home. We sent customer a final warning notice before sending to a collection agency on 4/5/2023 as the balance owed was still $276.77. Customer called in on 4/27 after receiving letter and made payment of $276.77 but the equipment was never returned. Since customer paid in full and still had equipment on hand, the account was not canceled by Eldorado's collection team. There was never a request by customer to cancel the account and no mention of moving.

      On our end, customer was changed to inactive in error - should have been left as active since they did not return the rental equipment. Customer was NOT charged monthly rental from May 2023 through July 2023 in error so received three months of free rental. Then the error was recognized and customer was changed back to active so beginning August to current customer has been charged the agreed upon $11.00/month plus tax. These charges are accurate as equipment was never returned and the total balance currently owed is $60.23. The customer does have the option to return the dispenser or to purchase the equipment outright for $156.50.

      Let me know if you have any further questions,

      ***************************

      Accounting Manager

      *******************

      Customer Answer

      Date: 01/08/2024

       
      Complaint: 21103892

      I am rejecting this response because:

      I do not have the equipment anymore. An eldorado springs water representative / delivery man came by our house while he was delivering water to our neighborhood. When I saw him, I asked if hed mind taking our water dispenser with him and taking the steps to close our account from his side. I then followed up to ensure we were no longer being billed, and was given a confirmation. This lined up with the period of time Eldorado Springs water mistakenly switched my account from active to inactive. This company has been shady in trying to collect more money for something that has been concluded and returned more than 6 months ago. I do not have the hot/cold water dispenser in my possession, and as a result do not feel I owe Eldorado Springs any further money beyond the hundreds they have already collected from me. 
      Sincerely,

      *********************

      Business Response

      Date: 01/22/2024

      Can you please let **** know that I'm going to take her word that she gave it to a driver even though we don't have any records of picking it up. The dispenser has been removed from her account as missing and the balance is now zero. Thanks ******

      Customer Answer

      Date: 01/27/2024

       
      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,

      *********************

    • Initial Complaint

      Date:11/01/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 was a client for over 2 years. I was billed for not returning bottles upon closing my account, when in fact, all bottles had been returned (I moved out of state). Their system for auditing bottles is inaccurate. When attempting to reconcile the issue, I sent multiple emails with no response. I left a ****** review and in response (via ****** review) was told they couldnt find my account and to email them. I did and no response. I received a letter from collections for the amount due. I am extremely disappointed in the customer service, software tracking, and ethics of this company.

      Business Response

      Date: 11/02/2023

      I have told our collection department that we will be writing off the balance due and ***** has been removed from our collection agency.

      Sincerely,

      ******

      Customer Answer

      Date: 11/09/2023

       
      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,

      *********************

    Eldorado Artesian Springs Inc is NOT a BBB Accredited Business.

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