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Business Profile

Bottled Water Companies

Primo Water North America

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bottled Water Companies.

Complaints

This profile includes complaints for Primo Water North America's headquarters and its corporate-owned locations. To view all corporate locations, see

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Primo Water North America has 4 locations, listed below.

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    Customer Complaints Summary

    • 1,306 total complaints in the last 3 years.
    • 754 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:06/09/2025

      Type:Service or Repair 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 would like to cancel my account with *****************************************. However, the chatbot on their new portal does not allow me to do so. When I call the provided number, the automated system says they cannot take any calls at this time and disconnects. I do not want this service anymore and feel as though I am trapped by it now.

      Customer Answer

      Date: 06/27/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23443112, and find that this resolution is satisfactory to me.




      Sincerely,



      Fed Paez

    • Initial Complaint

      Date:06/09/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 called and submitted requests to contact this business to cancel my subscription without anyone answering. I see others have had to submit complaints in order to get a response from this business. This is unacceptable. I am hoping I can get in contact with this business to cancel my subscription before having to dispute the credit charges.

    • Initial Complaint

      Date:06/09/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 had service with ReadyRefresh for a while now, a few missed deliveries but no major issues. They were bought by Primo and suddenly my water is coming every other week with no reminders being sent they just schedule it, don't tell me, and deliver then charge me. I've tried to call, email, and chat with their BOT to cancel and I get no where. Phone calls get hung up on, *** says no agent is available to assist and emails go unanswered. I cannot cancel my service and I'm really frustrated. This is absurd!

    • Initial Complaint

      Date:06/08/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      They changed to a different company and 3 months into the new company my rent fee for my water dispenser went from $5.99 to $199 PER MONTH. I WAS NOT MADE AWARE NOR DO I AGREE WITH ***** delivery date is delayed, or I havent been advised.WHEN I HAVE TRIED TO CALL BEFORE ABOUT ISSUES NO ONE ANSWERS THE AUTOMATED MACHINE SAYS NO ONE IS AVAILABLE AND THE CALL ENDS. IM LIVID ABOUT THE RENT FEE GOING UP $193 AND TO MAKE IT WORSE I WASNT EVEN TOLD

    • Initial Complaint

      Date:06/08/2025

      Type:Delivery 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.
      Ready refresh (now primo) acct # ********** ******************************************************************** who recently merged with ready refresh my former water supplier refuses to pick up the rental equipment. I've called cancelled service , emailed repeatedly and I'm being held hostage by this equipment. For 7 weeks I've called and watch daily as the appt I was supposed is rescheduled DAILY. Every day the dates changes and I'm continuously being charged even though I've called and cancelled several times. I'm moving to another military installation and will be throwing the equipment and all 12 yep 12 fine gallong jugs. They haven't picked up used equipment either since Peimo took over. I have not been serviced at all since the merger. I want the company to do their job and pick up this csncelled equipment stop billing me and then never make conta again.

      Customer Answer

      Date: 06/27/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23440435, and find that this resolution is satisfactory to me.




      Sincerely,



      Blake Hill

    • Initial Complaint

      Date:06/08/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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 customer of crystal springs/********************************************* for almost two years and recently they merged with another company. After that, my water stopped being delivered. They rescheduled delivery days and weeks out several times and then never showed. After about the 3rd reschedule it was almost impossible to cancel service. I couldn't reach anyone via phone or email. Eventually I got a hold of someone on the Ready Refresh ******* account and was able to cancel service. They then scheduled the equipment pickup for the dispenser and the bottles, but that was rescheduled almost 10 times. The last email I received from them said they attempted to pick up the equipment but no one was home. First of all, the equipment was outside by the front door and secondly, I was home all day that day and no one came by so they lied about coming. The last time I heard from them was May 20th, today is June 8th and I have no idea if they're picking up any of the equipment. I have a feeling a year from now I'll be getting a collections letter saying I owe them money for the equipment they never recovered. This company is a borderline scam and should be investigated. Not sure how they have the resources to expand and buy out so many other water companies but they can't find the resources to provide BASIC customer support. Insane.

    • Initial Complaint

      Date:06/07/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      My water delivery has been rescheduled SIX (6) times. I have not had a water delivery since April 28th! I have contacted customer service numerous times via chat, email and phone and cannot get a response. I call the customer service phone number and wait times are ridiculously long. Even worse, I get disconnected after being on hold continuously! I have tried to reach Primo via X (formerly known as *******) and still no response to my request that my account be cancelled, closed, finished, done with! I do not want to do further business with this company. I want my ACCOUNT CLOSED!

    • Initial Complaint

      Date:06/07/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 been a subscriber to Primo Brands Water. They go by several different names. Water Coffee Delivery is another of their names. I called them to cancel service in March 2025. They sent me an email on April 29 saying they would deliver the water the next day, April 30. I immediately tried to call them. I was on hold for an hour. I finally sent them an email saying I did not want the water and I would not pay for it. They delivered it anyway. I called the next day. Another long hold time. I sent them a number of emails saying they should pick up the water and that I would not pay them. If you open their "response to your email" you will see they say they don't look at customer service emails I finally called my credit card company and stopped payment. Then I heard from them. One woman acknowledged I had called in March. The others indicated they would take care of the matter. I am still getting emails demanding payment and they tack on an additional fee. They have not picked up the water. The water is bottled and the expiration date is in the future. I just want them to pick up the water and stop harassing me about payment. They are trying to cause problems with my credit rating. Can you help?

    • Initial Complaint

      Date:06/06/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Ive tried to terminate my account with this company 3 times already, every time I have a long waiting period on the phone to speak with someone. I canceled the water delivery and the rental of the water dispenser end of April! The company told me they were going to send the truck to pick up the 3 empty bottles and the dispenser on May 5th. I disconnected the dispenser and threw out the rest of the water to leave the items outside for pick up. Today is June 6th and they are still sitting in my tiny little porch taking a crazy amount of space, matter of fact I almost broke my neck twice going up the stairs and trying to maneuver between water bottles and the dispenser. I can't even open my door properly because they are blocking my entrance/exit door.Yesterday I called the company again, I was on hold at first for 37 min, when I finally got to speak with someone, she told me she couldnt help me and she was passing me to the termination department, I explained to her that I already had terminated service a month ago, but I was still getting charged for it, and the ******************* was still sitting at my door. I also told her I was at work and I couldnt continue to hold but she continue to tell me that she couldnt help me. So I waited another hour and 31 min for the next person tell me that she couldnt help me either and was passing me to someone else. I said no! Absolutely not! I told her Im moving this Tuesday, and if they didnt send someone to pick up the water dispenser and the 3 empty bottles, I will have to put in the garbage the day I move but as right now they are still sitting on my porch. They continue to charge me for a service Im not longer using. Is disgusting how they make it impossible for clients to close their account!

    • Initial Complaint

      Date:06/06/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Primo Water Brands:I never received the water delivery and I can't cancel the service via their website or call center. I cant cancel the service and continue to get charged.

    Primo Water North America is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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