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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

    • 1,210 total complaints in the last 3 years.
    • 653 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:06/13/2025

      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 need to be able to contact someone at Primo Brands and cancel services. Since the month of April the deliveries have changed to monthly. Today's delivery June 11 was marked as delivered and I still have 5 empty gallons in my front yard. This is false information. I should not be charged for a delivery that didn't happen. Also, I'm being charged to use their water dispenser and can't use it since I don't have water delivered. I've attempted to call customer service, I'm put on hold for about 5-10 minutes and then directed to complete a survey. No customer service agents are answering the phone lines. I've sent emails, no reply. I've used their chat support, no reply. I don't want to cancel service as soon as possible and stop any charges from accruing.

    • Initial Complaint

      Date:06/13/2025

      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.
      In April I got two water deliveries that were not scheduled leaving me with 14 empty jugs. I continued calling with no answer or reply and Primo continued charging me. On 5/9/25 someone answered, and I requested for Primo to cancel my account. ********************** stated they would pick up on 5/14/25and nobody showed up. Once again on 6/9/25 I told them how I closed my account, and they said on 6/11/25 someone will pick it the dispenser and empty 5-gallon water jugs. Again, no one showed up. I canceled my payment method so that Primo would not continue charging my account.Another note, every time I call, we are lucky for someone to answer in an hour, only, to be put on hold with no one ever returning to resolve the matter. Also, I was really trying to keep the service, yet . . .

    • Initial Complaint

      Date:06/13/2025

      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 a recurring delivery, which I can usually skip when out of town. The rules on their site say I can skip up until 6pm the night before. From 4-5pm, I tried countless times to skip my delivery, but their app is not working.I tried to chat with an agent, which turned out to only be a bot. It was not able to do anything.I called customer service and got hung up on after waiting for 10 minutes to speak to someone.I have emailed the business multiple times in the past and never got a response.After calling back again and being stuck on hold for 30 minutes, I finally reached an agent who said they had nothing to do with my account, and they could not help me. Even though the customer service number I called was on the home page of my water account.The federal government should look into this company for fraud. I will be submitting complaints to both state and federal government. I want my service cancelled, now.

    • Initial Complaint

      Date:06/13/2025

      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 love in primo water delivery I have used them for years and years. I have moved to an apartment complex and I've had 3 issues at separate times with being overcharged. Never have I had this problem in all the years when they were sparklets, water I have called. They never return my call, because they are the only servicing ****** that delivers that distilled water. I paid and overlooked it the past two times this is all on there record on their ***************, here we are, again, and in may i had my son delivery in *******, ***** and he paid it with the check, never took the charge off cashed the check but it is still charged on my account I just would like to be charged The correct amount as I really have no other options in ****** As I stated previously, when they were sparkless, water, I never had an issue and have used their service for over 10 years. I hope you can help me resolve this. Thank you

    • Initial Complaint

      Date:06/13/2025

      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 charged for two months of rental and not getting the water to use the machine. I was told it would be delivered at least 10 times and the water is not delivered.

    • Initial Complaint

      Date:06/13/2025

      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.
      For a week now, I've been trying to cancel my membership. I initially tried to do so in the app, which is how I conduct all other business with ReadyRefresh/ Primo, but the app referred me to the support section of the app for next steps. In app, I was told that I needed to chat with an agent to cancel. That isn't true. While chatting with the "bot", I was then told I need to call customer service to cancel. Each time I've called, I've waited for 15+ minutes and often I'm disconnected from their system (i.e. it hangs ***** A week ago, I submitted the request through the contact us form. The auto-response said I'd receive a reply in 2 business days. That was also a lie. At this point, I simply want to end my relationship with the company and I'm not being allowed to do so.

    • Initial Complaint

      Date:06/13/2025

      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 are trying to charge me $80.96 which I do not owe. Ive contacted them through email countless times with promise someone will get back to me, which they have not. The only other response Ive gotten is automated saying so to call in. When I call, I get hung up on. Now they are trying to have a collection agency contact me. I do not owe this amount and cannot talk to anyone to remedy the situation. The live chat does not work.

    • Initial Complaint

      Date:06/13/2025

      Type:Delivery 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.
      Last Delivery April 29, 2025. Left water for one week. Promised to pick up empty bottles and delivery full ones week after week, multiple scheduled dates and rescheduled dates - many at last minute the day a delivery was expected. Requested removal of equipment and end of service after about 2 weeks of problems with missed deliveries, changes to scheduling and no service, hours of wait time to talk to customer service and no resolution. Friday, May 23 on phone hold 2 hours, but no resolution & no delivery or pick up of equipment to be returned to company. Totally unreliable company with horrible customer service, difficult to access website and no ability to change or manage anything or any complaint online. Was initially happy with service for months until total decline in service forced me to end contract and return equipment weeks ago, but no pick up of equipment, despite at least 9 appointments.

      Customer Answer

      Date: 06/27/2025

      Regarding my Primo Water complaint, after about 15 notices that they would pick up my empty water bottles and the equipment I no longer wanted because of cancellation, they called to ask about collections on the day of delivery. I was waiting to hear about the arrival of the truck, which was due that day for a PICK UP, NO DELIVERY because I cancelled due to poor customer service. ******************************************* only wanted to collect money, more than I believe was owed based on my last phone call to Primo. After weeks of promises broken on first delivery of water, then pickup of anything PRIMO to get rid of them, the only conversation is about how much I owe them. No discussion of billing errors or problems with service, just a demand for collection.

      Primo has wasted many hours and days of my time with broken promises and terrible customer service, so at this point, I think it questionable I owe them anything. Over and over, day after day, I waited and looked for the Primo truck as promised and about 15 times there was no service. I rescheduled my life to make sure I was here to meet the truck, first for the delivery I wanted, then for the pick up of all the bottles and equipment because I could not continue business with such a terrible company.

      Originally, I loved the service and was happy. I purchased the service through ******. However, once the merger started, it was impossible to speak with anyone for hours and hours of phone calls and as I stated, about 15 times I was promised dates for delivery and/or pick up and no one arrived, then another date, another, another. Sometimes these notices were sent THE DAY OF DELIVERY!!!!  Simply an announcement that PRMO would be at my house later that day.

      The final date, I was driving out of my driveway after waiting the entire time designated and the truck pulled up. I had to get to the bank before closing, but stopped my car and ran to get the bottles to the driver, along with the equipment I was giving back to Primo because the service was so bad I could not continue with them.

      Primo has no respect whatsoever for customer and the customer time they waste. Phone calls take hours on hold and when someone answers, they can not resolve any issue or problem.

      I am requesting a substantial credit for the nuisance created by Primo. I wanted the service they originally provided, but Primo offered such bad service I had to request cancellation. I can not conduct my life with Primo in it. The abusive treatment of customers is appalling. I have had no choice but to complain to BBB and also Costco.

    • Initial Complaint

      Date:06/13/2025

      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.
      When we first contacted Alhambra, the breakdown was given via e-mail Sept 6th 2019 for equipment RENT ONLY and no option to purchase the dispenser. Water dispenser top load $3.99 per month, bottom load $5.99. Followed by $6 refundable water bottle deposits and 'energy surcharge' of $5.76 per invoice. We accepted the top load option and eventually switched to bottom load. Since then, the prices had gone up. Despite this, water was being delivered per scheduled. There were no major issues until the first sign of this nightmare water monopoly merge.The first sign was when we find ourselves having to call outsourced customer service **** to get a human after a very long hold because they started to 'change' delivery dates in the 'system'. By chance the driver came later than the usual time with lesser bottles than what we ordered, while we were on loudspeaker call with the customer service who was only reading from the 'system' and was still trying to convince us to reschedule to WEEKS later. Invoice for May 22nd 2025 shows May 5th 2025, 3 water bottles were delivered $37.47, with delivery fee $13.99, rent for bottom load water dispenser $11.48. Total $62.94.May 5th 2025 was the last day we received water. It was ALL CALLS AND CALLS from us to them and no matter what they say to us on call, NO ONE ever came.Water delivery was initially scheduled for May 19th 2025. But it was continuously rescheduled EVERYDAY up til 7 times across the whole week. We eventually RAN OUT OF WATER.We cancelled our account on May ********* on call. REF #******** Pickup of equipment and empty bottles was rescheduled FOUR times. Final pickup date was given June 9th 2025. REF #******** Final pickup date rescheduled to June 11th 2025. This time, the date stayed in the 'system' until late evening. NO ONE came to pick up. Now account in the 'system' shows "Reactivate your delivery".SEND SOMEONE TO PICKUP YOUR EQUIPMENT AND ALL 7 EMPTY BOTTLES. REFUND US FOR ALL WATER BOTTLE DEPOSITS.

    • Initial Complaint

      Date:06/13/2025

      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 has missed 3 scheduled deliveries to my home address

    Primo Water North America is NOT a BBB Accredited Business.

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