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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

    • 1,279 total complaints in the last 3 years.
    • 727 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/05/2025

      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.
      I requested a quote to buyout the water dispenser that is being rented ever month.Their agents didnt listen nor payed attention and went ahead and billed for this dispenser without consent or agreeemnt of purchase from my side.After several calls and emails this charge was reversed yet my account keeps showing a balanced owed. I have unsuccessfully tried to reach this company via email, phone and social media to place my order and get this corrected. Yesterday finally someone picked up and assured my account was clear and ********************** would be delivered today 06/05 , not yo be surprised but not only did the delivery kit happen, my account remains frozen and showing a balanced owed that I do not ****** this point I just want to cancel the service with this horrendous company but agents keep hanging up on me. Please help

    • Initial Complaint

      Date:06/05/2025

      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.
      Im writing to express my ongoing frustration with the lack of water deliveries to our location the last one being on April 30th.Despite calling nearly every day and being told Ive been made a priority delivery on multiple occasions, we have still not received anything. Each time, Im given a new promised delivery date, but nothing ever arrives. No one has been able to clearly explain whats causing the delay or provide any concrete timeline for resolution only vague references to the merger with ReadyRefresh.I understand there may be operational challenges, but at this point, I need clarity on the following:When will our next confirmed delivery occur?What is being done to ensure consistent service going forward?Is there a formal timeline for resolving the disruption caused by the merger?Weve been more than patient, but this is now affecting our ability to operate smoothly. I would appreciate a direct and honest update not another placeholder date that doesnt materialize.

    • Initial Complaint

      Date:06/05/2025

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 Brands has a monopoly in water delivery and they don't respond to my requests to cancel my water delivery service. They make it so difficult to contact them. I've been trying to cancel the service but they don't respond and continue charging my credit card because I'm on autopay and can cancel that either. And then, the charged me a late fee of $20 on my latest invoice. How is that possible if they have me on autopay? Anyways, I just want them to cancel my account and refund my $20. They know they have all the market so they don't care about customer service. There is no way to cancel the service on their website.

      Customer Answer

      Date: 07/02/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23429058, and find that this resolution is satisfactory to me.




      Sincerely,



      Miguel Suarez

      Customer Answer

      Date: 07/03/2025

      NOW THEY ARE TRYING TO CHARGE ME $223. THEY JUST SENT ME THE ATTACHED INVOICE. THIS IS RETALIATION. PLEASE, HELP. I AM NOT PAYING THIS.

    • Initial Complaint

      Date:06/05/2025

      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 have tried several times to cancel this water delivery service. There is no way to do it via their website. They direct you to call their ***** number. I waited for 20 minutes in February and spoke to someone to cancel the service. Yesterday they delivered six boxes of water to my house. I tried again to cancel the service via phone and it made me wait 10 minutes and then disconnected. I tried their online chat -- it doesn't work. I tried removing my credit card or deleting the orders. Nothing works. I want to be rid of this terrible business forever and cancel this delivery but they make it impossible.

      Customer Answer

      Date: 06/27/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23428897, and find that this resolution is satisfactory to me.




      Sincerely,



      Susan Giampetro

    • Initial Complaint

      Date:06/05/2025

      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.
      As reported by others recently, I am unable to make contact with the business to cancel my service. No way to cancel through online account portal. When calling, the system automatically disconnects the call after hold times of between ***** minutes. Their online chat bot doesnt work. 6 online requests unanswered. Service has been terrible with skipped deliveries. I no longer wish to do business with this company but its impossible to cancel.

    • Initial Complaint

      Date:06/05/2025

      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.
      Ever since their merger, the service has been awful, deliveries get delayed over and over, and Ive have ENOUGH of them never answering, never responding, not honoring what I want, and making it difficult to cancel while still getting charged every month. Here is what I want. I only want to be charged for the water dispenser machine I rent monthly and for the two empty bottles I have to be picked up without delaying constantly. I will get my water from a much more reliable place. Their app doesnt let me just rent the machine and so Im forced to have at least one jug of water. They went ahead and gave me a free jug of water then charged me for it. I told them I dont want anything but what I asked for and they ignored me. Im disabled on a fixed income and I cant afford to keep going back n forth while they charge me every month and ignore me. Its like pulling teeth with them. Im so sick and tired of their antics. Before the merger, I trusted this company and now I dont trust them at all. I feel powerless.

    • Initial Complaint

      Date:06/05/2025

      Type:Customer Service 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 delivery has been rescheduled by the company 3 times, and the final time it was simply marked "undelivered" when it didn't show up by the end of the day. I have been trying to call for three days in a row, each time I have sat on hold for anywhere from 30 minutes to an hour and a half. No one answers my call. This customer service is worse than ******** I tried using the chat function, and the chat bot is completely useless. The link to speak to a human via chat takes you to a 404 error. This company is a complete mess. I tried to cancel my service online, but you HAVE to call and speak to an associate, so basically I am being forced to continue the service because no one answers the phone. I had to go in and skip all future deliveries, and until this is resolved, I am going to have to keep getting on every week or two and cancelling, which is incredibly inconvenient. This is a trash company and I hope they tank.

    • Initial Complaint

      Date:06/05/2025

      Type:Customer Service 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 repeatedly tried to contact this company to cancel my service as I am moving to a different city. I have called over 20 times and never been able to reach anyone. I have emailed multiple times and received only one auto-generated response. Although I skipped my delivery, I was still charged this week. I asked to have this equipment picked up before my move and now I must take the equipment with me to a city that is over 100 miles away.

    • Initial Complaint

      Date:06/05/2025

      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.
      The business informed me of changed delivery dates. Previously, we were sent a delivery schedule that informed me of a delivery every other Wednesday. I have not yet received my delivery for June 4th. This is confusing due to the emails sent that indicated there would be a change and to place my empty bottles out on Tuesday the 3rd. I have attempted to contact the company, who said they have no record of my phone number or my husband's phone number. I have called them, emailed them, and have been on hold for about 2.5 hours since Tuesday with no help. This is a big discrepancy since before they merged brands, because before this if I had any issue I would call them and quickly be told an explanation or a resolution.

    • Initial Complaint

      Date:06/04/2025

      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.
      Today I tried to start service with ************************************** company. I had them before in ************* back in 2016. I was an exemplary customer in 2016 paid all my bills and returned to my equipment. I never received any billing letters stating I owed money to DS services or ***************. I moved from ***** to a location that did not offer ************************************** delivery when I move back to ******* I moved back to an area where *************** was a water provider and thought since I had such a great experience with them the last time I would restart my relationship with them and get them to deliver 5 gallon bottles of water to my house. After being on hold for half an hour, I get a woman who tells me that apparently my account is delinquent from 2016. She doesnt know what to do and she cant reactivate my account or even see inside of my account because it has been locked. She transferred me to another account andb after being on hold for nearly an hour and getting disconnected. I got frustrated and decided Id reach out to ******************** to see if they could get me a hold of someone inside a DS services that could help me restore my service. I had no idea I was delinquent. I always thought that I had a good relationship with Crystal Springs especially since my in-laws have been with them since 2007.

    Primo Water North America is NOT a BBB Accredited Business.

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