Complaints

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

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Primo Water North America has 4 locations, listed below.

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  Primo Water North America

  1150 Assembly Dr Ste 800 Tampa, FL 33607

• 

  DS Services of America, Inc.

  430 Commerce St Williston, VT 05495

• 

  Kentwood Spring Water

  4405 S Macarthur Dr Alexandria, LA 71302

• 

  Primo Water Corporation

  101 N Cherry St Ste 501 Winston Salem, NC 27101

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.

• Initial Complaint

  Date:05/30/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 am being charged for a product that I am not receiving and a service that is not fulfilling its orders. Last month I received a cancellation of delivery that I did not initiate. When I called in to customer support they could not tell me who or why my order was cancelled. Now the following week I have received notification that my delivery would be during a certain hour and the order has not been received. I am being charged for services I am not receiving and they will not answer phone calls.

• Initial Complaint

  Date:05/30/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 am writing to express my extreme frustration and disappointment regarding the delivery service I have received since opening my account with Ready Fresh (Primo Water) in March. Despite starting this service over two months ago, I have only received one delivery. Since then, my scheduled deliveries have been rescheduled more than ten times often without any prior notice or communication.This ongoing disruption has caused significant inconvenience, financial loss, and damage to my businesss reputation. I depend on a reliable supply of consumable water for my establishment, and I have been forced to purchase water from local retailers like ******* just to keep my operations running. It is clear that local businesses in the area are receiving their deliveries without issue, which makes the inconsistency I am experiencing even more *************** appears that smaller accounts like mine are not being given the attention or respect they deserve compared to larger organizations you serve. As a new customer, I am left uncertain about how to proceed and frustrated with the lack of accountability and support.Given the repeated failures and the inconvenience, I have endured. I believe I am entitled to compensation for the additional expenses and operational disruption caused by this poor service.I expect immediate action to resolve this situation, including a confirmed, reliable delivery schedule moving forward and a prompt response addressing compensation for the troubles caused.Please understand that this level of service is completely unacceptable, and I urge Primo Water to treat all customers with equal respect regardless of their account size.

• Initial Complaint

  Date:05/30/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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 am unable to reach anyone in the company to cancel delivery or adjust the bill. I have sent messages via their app, their website, and by phone. No water has been delivered since April. After waiting 48 mins on hold I spoke with their representative **** who was unable to cancel my water delivery and was switching me to his supervisor, another 15 mins wait then the call dropped. I waited 2 weeks and tried calling again, I was on hold for 28 mins and spoke to France who put me on hold to speak with their cancellation department. Another 28mins and I spoke with ****** who said she will cancel the ********* property delivery but not the Pasadena property and can't help with the billing. She will transfer me to yet another associate to cancel that property I'm still on hold 1hour 10mins so far. I have two accounts with them, one in *********** and one in *********************. I'm trying to cancel both accounts. I have not received any water deliveries to either property yet they are still billing me. The delivery addresses are ******************************************** and *********************************************. the customer account # ************** the amount they want is $196.86

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:05/30/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 started service with Primo water delivery 2 months ago. They have not met one delivery date they send me or say they schedule. I make sure that I am home for the delivery and they never show. They pull $80 and do not deliver . It is not a professional business at all. I want my money back and I can't even get anyone on phone to cancel my account. Unbelievable.

• Initial Complaint

  Date:05/30/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  This company has extremely fraudulent billing practices. I pay my bill every month like clockwork and in April when I couldnt leave my dying mothers bedside and had no cell reception in the hospital they charged me a $20.00 late fee after I had promptly paid my bill the moment I got home from the hospital (within just a few days of the due date.) I even called in to let them know of our emergency and her death when we got home and they did not reverse the late charge. And this is not the first time they have done this. This company continuously adds erroneous late fees even to their customers who pay promptly each month. This is unacceptable and extremely upsetting. It seems as if they are scamming their customers with these erroneous late charges.

  Customer Answer

  Date: 06/10/2025

  I have not heard from the business in response to my complaint.

  
  

• Initial Complaint

  Date:05/30/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 started working with this company about two months ago. Later, I wanted to close my account, but I havent been able to do so in any way. They keep delivering water to me and keep charging my credit card. When I call, I wait on the phone for at least an hour. The person who answers says they cant find my account and transfers me to someone elsethen I wait another two hours. This company is unbelievably bad, and I want my money back. They keep delivering water and charging my credit card. I cant reach anyone. Someone absolutely needs to speak with me.They also wont delete my credit card information. This is illegal. They keep storing my credit card details without my consent.

• Initial Complaint

  Date:05/30/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Primo brands water bought ready refresh I had a ready refresh account set to auto pay. Primo brands increased my price 300% and I have called multiple times and can not get a refund or the price changed to what it was promised in phone calls after hours of hold time. They couldnt handle the conversion after merger and customers are suffering. I am supposed to have ****** pricing at $7.99 per 5 gallon and $6.00 rental fee and its clearly not what it has been for the last 3 months.

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 was scheduled to have a delivery on 5/22. Out of the blue the delivery was cancelled. Tried to get thru and consistently get a busy signal or come across long wait times. Called 5/28 to find out why my delivery was cancelled and requested to have it delivered the next day. The manager offered to waive the delivery fee on that order. My account was updated and reflected a 5/29 delivery date. Delivery driver did not show once again. Called 5/30 to talk to a manager and Yolwin (the *** I talked) was being very difficult and would constantly ask can I know the reason. I told him a handful of times its related to my delivery issue. This guy needs some additional customer service training. I dont know why getting my delivery is so difficult. I have only had one delivery with this company and its about to be my last delivery. They need to get there act together. Pick up your empty bottles and return my bottle deposit

  Customer Answer

  Date: 06/09/2025

  I have not heard from the business in response to my complaint.

  
  I have tried multi attempts for them to come collect the empty water jugs and they keep cancel the pick up date. 

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have been trying to reach Primo water for over a month. You wait on hold for over n hour to get hung up on. I need to cancel this as they have billed me for water I have not received. My delivery dates are every two weeks. The driver has not showed up in over a month yet Im still being billed. The invoice has no phone number to call and I have to get the phone number off ******. The website on the invoice has no way of reaching anyone either. Ive sent 4 emails all have gone unanswered. This is fraud that they are billing with no service and no way of canceling this or reaching anyone. This company needs to be flagged. I cant even remove my credit card. UPDATE I did reach a *** who said they cant see anything because of the merger. No offer to refund for the water I didnt get and was happy to cancel the account take my money and schedule a pick up of the return of the cooler and empty water bottles but didnt even know how many I had due to merger. This is the worst company ever!!!!

  Customer Answer

  Date: 06/10/2025

  I have not heard from the business in response to my complaint.

  
  They never picked up the equipment on Friday, yesterday I received an email that they were dropping off water that also never showed up.
  

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have been trying to reach Primo Brands to cancel my account, but none of the five phone numbers Ive found are reachable. Ive spent hours on hold and never received a call back. Their online chat doesnt offer an option to speak with a representative, and every time I ask to cancel, Im told someone will contact me within two business daysyet Ive heard nothing. I want my account cancelled immediately and clear instructions on how to return the equipment so Im not charged for unused service. Ive seen many similar complaints, and Im worried Im being scammed. Im reluctant to block their charges through my bank, as I fear theyll report me as delinquent despite my repeated cancellation requests. Im at my wits end and urgently need a resolution.