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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:05/21/2025

      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.
      At the beginning of 2025, I called Primo Water (now rebranded as Primo Brands) to request the closure of my account and the removal of their water dispensing equipment, as their delivery fees were too high. During the call, the customer service representative assured me that my account would be closed and someone would be sent to collect the equipment.About a month later, no one had come to pick up the water jugs or the dispenser, so I called customer service again. I received the same response they would close the account and arrange for the equipment to be picked ***** April, I started receiving invoices from the newly rebranded Primo Brands, with a charge of $5.99. I called again, and the customer service representative repeated that the account would be closed and the equipment collected. They explained that the company was undergoing a merger, and the accounts had not been properly updated.However, up to this day, I have continued to receive invoices, with the latest bill increasing to $19.13. During this entire period, I have not used any water delivery service, nor are there any records of service usage. The company has continuously sent invoices while completely ignoring my repeated **************, I called customer service again and was told my issue needed to be escalated to a "special list" for resolution. After waiting for an hour to be connected, the call was immediately disconnected upon being answered.

      Customer Answer

      Date: 06/01/2025

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

    • Initial Complaint

      Date:05/21/2025

      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 am filing this complaint due to Primo Waters failure to address a serious service issue and complete lack of customer support.On 5/************************* delivered a 5-gallon water bottle to my home that had a visible crack. As a result, water leaked all over my house, causing a mess and inconvenience. I immediately contacted their customer service via email. I received an automated response stating I would get a reply within 2 business days. Instead, I received another message saying it would take another 2 daysthen ********** addition to email, I have called their customer service line three separate times. Each time, I was on hold for over 30 minutes and never reached a live representative. No one ever picked up. Once I got ahold of someone they told me they couldnt do anything because of the new system. He said he would transfer me to a special number of supervisors and staid there on hold too. At this point, its clear that Primo is either unable or unwilling to provide basic customer support.This is absolutely ridiculous. The product they delivered caused damage, and the company has taken zero accountability. I am now actively looking to cancel my account, but even that feels impossible given the complete lack of communication.I am requesting the following:A full refund for or the damaged bottle Immediate assistance to cancel my account and stop future deliveries Primo needs to take this issue seriously and address their unacceptable customer service practices.
    • Initial Complaint

      Date:05/21/2025

      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.
      Primo waters is insane. They are not only a monopoly, they illegally deliver when its not the delivery month, refuse to come back to pick up unwanted or unordered water then try to charge. This is ILLEGAL. You cannot force people to take products they do not want. You change company names, change websites to try to trick consumers. This company should not be allowed to be in business. This is insane.
    • Initial Complaint

      Date:05/21/2025

      Type:Billing 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.
      Billing and past due amounts. We used the service for many years, having payments sent electronically via billpay for monthly service for a cooler only, Issues arose when payments were not veing applied, i spoke with customer service and supervisors, as well as forwarding copies of checks as proof of payment.Calls and emails have not resolved the issue and relationship has been terminated.

      Customer Answer

      Date: 06/01/2025

      I have not heard from the business in response to my complaint.  Numerous calls & emails with attempts to rectify the issue have produced nothing.

      Their emails now are returned as undeliverable and requests for returned calls produce nothing.

       


      Business Response

      Date: 06/04/2025

      Date:06/04/25
       
      Complaint ID #:23360321
       
      Consumer: Stephen Chapin
       
      We have gotten in contact with the customer and advised them we have made the correct adjustments and confirmed their balance at zero. They will be getting their invoice final invoice to confirm this as well. 
       
      Should you have any additional questions or concerns, please do not hesitate to contact our Customer Care Department at 800-492-8377.
       
      Regards,
       
      Primo Brands

      Customer Answer

      Date: 06/16/2025

       

      Complaint: 23360321



      I am rejecting this response because:  

       

      I eill gladly respond and indicate a positive resolution to this matter when i receive the invoice from Primo Wster indicating application of payments and a ZERO BALANCE.

       

      Thank You





      Sincerely,



      Stephen Chapin

      Business Response

      Date: 06/25/2025

      Date:6/25/25
       
      Complaint ID #:23360321
       
      Consumer: Stephen Chapin

      We have remained in contact with the consumer to address and resolve all concerns. A final invoice reflecting the updated account activity has since been generated and shared with the consumer as requested. After confirming receipt of the invoice and following up directly, the consumer stated that no further assistance was needed.


      Should you have any additional questions or concerns, please do not hesitate to contact our Customer Care Department at 800-492-8377.
       
      Regards,
       
      Primo Brands


      Customer Answer

      Date: 06/29/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23360321, and find that this resolution is satisfactory to me.




      Sincerely,



      Stephen Chapin
    • Initial Complaint

      Date:05/21/2025

      Type:Customer Service 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.
      Primo Water has made it impossible for me to gain access to my account information. I spent 45 minutes on hold and never got through to ***************** I also tried their web site which cannot recognize my 20+ year old account. I'm at my wit's end!

      Business Response

      Date: 06/04/2025

      Date:06/04/25
       
      Complaint ID #:********
       
      Consumer: ****** *******
       
      Made contact with customer and updated her with new account information. Updated customer with call-back number and advised of new communications on the account.
       
      Should you have any additional questions or concerns, please do not hesitate to contact our ************************ at ************.
       
      Regards,
       
      Primo Brands


      Customer Answer

      Date: 06/17/2025

       
      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:05/21/2025

      Type:Customer Service Issues
      Status:
      AnsweredMore 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 Water recently went through a merger with *********** and I have been trying to cancel my account and cannot get a hold of anyone to do so. I continually get hung up when I call their customer service #************ before speaking with a rep, their chat feature is only an AI bot, and the email form has not received a response in the 3-5 day response period.

      Customer Answer

      Date: 06/02/2025

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

      Business Response

      Date: 06/03/2025

      Date:6/3/25
       
      Complaint ID #:23359383
       
      Consumer: Annette Robinson
       
      We have gotten in contact with customer and per customers request closed the account and scheduled a pickup of all items.
       
      Should you have any additional questions or concerns, please do not hesitate to contact our Customer Care Department at 800-492-8377.
       
      Regards,
       
      Primo Brands

      Customer Answer

      Date: 06/09/2025

       I am rejecting this response because:

      They responded in email that they’d cancel my account & pickup equipment on 6/5. They haven’t picked up equipment and I am still receiving text messages about upcoming deliveries and my account still shows open when I login. 


      Business Response

      Date: 06/12/2025

      Date: June 12, 2025
       
      Complaint ID #:23359383
       
      Consumer: Anette Robinson
       
      We have reviewed the consumers rebuttal regarding equipment pickup and account visibility. We have been in direct contact with the consumer and provided clarification regarding account status, system notifications, and the reason her account may have appeared active. The account is marked as quit with no further deliveries scheduled. A final pickup is currently scheduled and communications has been sent to local management to ensure completion. We will continue to monitor this final step and remain available should the consumer need further assistance. 
       
      Should you have any additional questions or concerns, please do not hesitate to contact our Customer Care Department at 800-492-8377.
       
      Regards,
       
      Primo Brands

    • Initial Complaint

      Date:05/21/2025

      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 CHARGED MY BANK ACCOUNT ON 3 OCCASIONS THAT WERE NOT SUPPOSED TO HAPPEN. RECENTLY THEY CHARGED MY ACCOUNT 2X FOR $62.51 AND NOW THEY ARE TRYING TO CHARGE IT AGAIN FOR ANOTHER $62.51. MY ACCOUNT BALANCE IS -$62.51 AND THEY ARE STILL TRYING TO CHARGE MY ACCOUNT. I WANT TO CANCEL MY ACCOUNT. THERE IS NO WHERE TO CANCEL THE ACCOUNT EITHER. I'VE STAYED ON HOLD AND NO ONE ANSWERS TO CANCEL. I AM SEEKING A REFUND OF $181.44 AND TO CANCEL MY ACCOUNT. THEY'VE DONE THIS TO SEVERAL PEOPLE AS IT STATES ON THE BBB REVIEWS. THIS COMPANY IS A SCAM. THEY CAN COME PICK UP THEIR WATER COOLER THAT I PAY TO RENT MONTHLY AND CANCEL MY ACCOUNT ASAP
    • Initial Complaint

      Date:05/20/2025

      Type:Billing Issues
      Status:
      AnsweredMore 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 a customer of mt Shasta spring **********************. They were sold to primo water, without notice to the customers, they dropped a different companies water bottles with water from a different location. They did it when I was not home. I called the company told them no thank you come pick them up. They did, they also took all the empty bottles from mt Shasta spring water whom I had a zero account balance with or they would not deliver waters. The driver is the the same driver for both companies and said he would talk to his boss about it several times as he also knows he took the bottles back and that I have a zero account balance and have never contracted with primo water. I have called many times, on hold for hours at a time to go high enough to be told they will call back and never do. Was on hold for 40 minutes just this week and never got to talk to someone, finally hung up. They are scamming. Balance to needs to be put to zero. If they need help they need to talk to the mt Shasta spring water employees that were hired onto primo water. Their **************** that knows nothing is; ************** Primo brands P.O. ******************************* Their local number is *********** ********************************** Redding, CA 96003-1501. **************.Part of their scam is changing the name from mt Shasta spring water to, Alhambra Water **************** 4567- Redding, ca, yet operating under primo water and now readyrefresh on the back end. Getting a person on the phone is near impossible and even if you do they have zero knowledge on the account.

      Business Response

      Date: 06/03/2025

      Date:06/03/25
       
      Complaint ID #:23357669
       
      Consumer: Misty Singh

      Got in contact with customer, advised 0 account balance and is not in collections. Advised will not receive any further calls for charges on account. 
       
      Should you have any additional questions or concerns, please do not hesitate to contact our Customer Care Department at 800-492-8377.
       
      Regards,
       
      Primo Brands

    • Initial Complaint

      Date:05/20/2025

      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.
      At the end of march 2025 I was sent to collections without adequate notice Since that time I have attempted to stop my service ******** times they have missed their pick up for my bottles and my dispenser and they have now been sitting on my patio waiting for pickup for almost 2 months Each time i call they say they will pick them up and twice they have scheduled a pick up and not come Now i cannot get though to speak to a human about this problem and I cannot throw the items away without being charged

      Customer Answer

      Date: 06/04/2025

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

      i called them multiple times and couldnt get through to a human. I finally got through to a human and they told me they had no record of my account then another person found my account but told me I still was not cleared from collections and also that she couldnt help me because the company was merging and my account was not migrated. 
    • Initial Complaint

      Date:05/20/2025

      Type:Delivery Issues
      Status:
      UnresolvedMore 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 get a water delivery for a few months and still have not received one. I called on May 6, 2025 and was told our next delivery was May 15; in which I requested an earlier delivery date and was given May 8th. No delivery came on May 8th. I called on May 9th and was told due to operational issues the delivery was not able to happen and our delivery would now be May 12th. Again, no delivery came. I waited until May 15th (which was the original delivery date) to see if anything would show up, and again, no delivery. I called for a third time on May 16th and was told that no deliveries were happening at all, for any customer, until the end of the month, and we would receive a delivery on May 30th. I have now been lied to on 2 separate occasions and every time I have to call I am on hold for over 30 minutes each ******* final call was on Tuesday May 20, 2025 at 11:30am to cancel our account and have the empty bottles picked up. I was told by a representative in your call center that a delivery came on May 12th and we refused it, which is another lie. No delivery came on any of the dates mentioned above and I have now been told multiple lies by representatives of your company. I was informed the bottles will be picked up on Friday May 30th. Since I have been told multiple lies from representatives of your company, if no one shows up to collect the bottles on May 30th they will be left out in front of our building and we will not be responsible for anything that happens to them.

      Customer Answer

      Date: 06/02/2025

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

      Business Response

      Date: 06/16/2025


      Date:6/16/25
       
      Complaint ID #:********
       
      Consumer: ******* ******
       
      We have contacted the consumer in response to concerns regarding incomplete deliveries. After confirming that the customer no longer wished to continue service, a pickup was scheduled for the remaining bottles. We've followed up with consumer and confirmed the pickup was successful and confirmed no additional assistance was needed.
       
      Should you have any additional questions or concerns, please do not hesitate to contact our ************************ at ************.
       
      Regards,
       
      Primo Brands

      Customer Answer

      Date: 06/17/2025

       
      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,

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

      Customer Answer

      Date: 06/26/2025

      I have already filed a complaint against Primo Brands. Complaint ID: ******** was filed in May and after MULTIPLE incidents with this company they did reach out a resolve the issue. However, after I closed Complaint ID: ******** I then received an invoice from Primo for administrative fees and return fees. I was assured multiple times by the representative from Primo who contacted me due to my previous BBB complaint that we would not be charged anything. This company is unethical, liars and need to be held accountable for their abusive business practices. I have also now reported them to the *** twice. I want this company to acknowledge that we will not be paying their fees and to stop harassing and abusing customers.

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