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Bottled Water Companies
Primo Water North AmericaThis business is NOT BBB Accredited.
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Reviews
This profile includes reviews for Primo Water North America's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.03/5 stars
Average of 464 Customer Reviews
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Review fromMichelle T
Date: 03/03/2023
1 starMichelle T
Date: 03/03/2023
As I write this, I am currently on hold with customer service. It has been over 30 minutes. When I started service with them, everything was fine. Then came missed deliveries, I would call and they tell me that I canceled service. But, yet I'm still being charged. I call again, they say that I scheduled a date for a technician to pick up the machine. I never did. But, I said Ok, I'm done with you all anyway. So, I sit the machine outside, no one comes to pick it up. I bring it back inside, so it isn't damaged. I try to login to the website, I'm locked out. I call customer service, I'm transferred to a collections department, saying that I owe over $500!!! They are charging me for the machine that they were supposed to pick up, plus the bill that they never debited from my account. And now, they expect me to drop it off at one of their locations. I think not, you brought it here, you pick this **** up!!. So, I will put the machine back out and let it rust.Primo Water North America
Date: 03/10/2023
Hello ********,
Thank you for contacting us and making us aware of the issues that you were experiencing. We apologize for the inconvenience that we may have caused you.
After speaking with you via email, it has been confirmed that the pickup of your water dispenser was completed on March 8, 2023. We have removed your account from collections and they will be mailing you a letter to confirm this. We appreciate your patience.
If you have any further questions or concerns, feel free to contact us at 800-728-5508
Kind regards,
Primo Water North AmericaReview fromJesse W
Date: 02/19/2023
1 starJesse W
Date: 02/19/2023
Customer for a better part of 10 years. Started great then deliveries started getting sporadic utilizing Covid as to why. No biggy- I dealt with it. Then I was moving. Didn’t need service any longer. Notified them by email over a month prior. No pickup, actually dropped more water bottles I didn’t need. Several calls later each with a new pickup date no one ever came. I stayed (for other reasons) almost 2 weeks longer than intended, had dispenser as well as all bottles out under cover of front porch the entire time and told them this so they could pick up any time if I was on one of my (3 hour) trips to my new home while in process of moving. Always assured this new date they would come. Online would always have some other date. I had to move. At that point we are at 2 months since originally notifying them. Had 7 bottles for them to pick up plus 2 full they had dropped after canceling originally. After moving I still got charged monthly with no credit for bottles. I call-completely belittled, accused of stealing the dispenser and threatened with being sent to creditor if I stopped payment by a woman who claimed to be the manager and told me I must be lying about what the previous “manager” had promised about picking them up because she didn’t know of any male managers prior to her. Long story short I have just moved again and changing all my addresses noticed an auto pay from a credit card I never use is still being charged monthly. And the price went up, and there is a credit card surcharge, AND I don’t know if anyone else has done this but they take payment 2-4 days before the previous month every single month making it over 14 charges in less than a 12 month calendar year. This must be criminal! My cancelation/moving email was sent 8/15/2021!!! They only have back to 8/26/22 invoices available online. How convenient. At a loss, do I have to forever pay them or forsake my credit because they failed to pick up their equipment as promised?Primo Water North America
Date: 02/20/2023
Hello *****,
We sincerely apologize for the inconvenience you have experienced and we appreciate you informing us.
Upon further review of your account, we see the initial request to cancel. We are so sorry that we failed to complete your pickup and continued to bill you. We have applied a credit for 19 months of rental fees, totaling $143.31. We have removed the water dispenser from your account, so you will no longer be billed for it. Your account is closed with no future deliveries or charges to accrue. You will be receiving that refund back to your card within 3-5 business days.
Thank you and have a great day!
Primo Water North AmericaReview fromKNARIK H.
Date: 02/11/2023
1 starKNARIK H.
Date: 02/11/2023
they dont cancel. continue to charge me please check my account and return my money back .i canceled since December but i still get bills.Primo Water North America
Date: 02/16/2023
Date: 02/16/2023
Consumer Name: ****** ********** We apologize for the issues in service you experienced. We have attempted to reach you via email but have not received a reply. You may reach us at [email protected]
Should you have any other additional questions or concerns, please do not hesitate to contact our Customer Care Department at 800-492-8377.
Regards,
Primo Water North AmericaReview fromSandy W
Date: 02/10/2023
1 starAvoid Primo/Crystal Springs. I like the many here have had the same problem. After being a customer for 2 years we gradually had problems with them not showing to deliver water, they completely stopped even billed me for a delivery that never happened. I terminated service on 12/2 and have made 8 calls and was promised 8 pick ups for empties in a months time all were no shows. It took bad reviews on yelp, BBB, instagram and an email to Primo's corporate resolution dept and magically a representative shows up today to collect them. We'll see what happens with the refund I am not holding my breath. The problem is much larger then this, collectively I feel a class action lawsuit is doable. Please make sure you are requesting statements of your accounts so you know exactly what you are being charged/refunded. I also invite you all to understand your rights under the Consumer Protection Act which they are so blatantly violating. The Federal Trade Commission also has an online complaint center https://reportfraud.ftc.gov/#/ .Review fromSandy W
Date: 02/09/2023
1 starTERRIBLE COMPANY AVOID AT ALL COSTS. After being a customer for 2 years we gradually had problems with them not showing to deliver water, they completely stopped even billed me for a delivery that never happened. I officially cancelled my service 12/2 and was told they would pick up my empties so that my deposit could be released. 8 phone calls, 8 missed pickups and still no check. Customer service asked me to return the bottles to home depot or Walmart and they would have the check pushed through that was a month ago. I held onto the empties as I knew this would be a problem. I call today they said they need the returns to issue the deposit. The last 2 calls I requested upper management they couldn’t do that. Promises about pushing the refunds through and promised calls about that and NOTHING. Folks they don't give a shit. Spread the word, I smell a class action law suit!
If you are looking for really good service and prompt deliveries use ReadyRefresh I havent had a problem since I switched!Review fromDeanna R
Date: 02/07/2023
1 starI have used a water company in Texas and never had a problem. I moved back to Columbia, TN and wanted the same convenience.
I ordered 1-31, with delivery of 2-3-23. When I received the dispenser and 4 bottles, I couldn't get it to prime and had a slight burning smell( it was a bottom load dispenser) . I followed all instructions that were only telling me how to change a smart water filter. I followed them, I pulled out the filter to see sediment in the container. It should have came clean and working. I called customer service, after seeing the dirty filter, I wanted the top load. They told me it would be there Monday. My account also stated I was scheduled for another delivery that Monday. She assured me the water delivery was canceled and it would be a top load. Monday I get home and, I assume, a different dispenser with the bottom load and 4 more bottles of water. They wanted me to carry another dispenser and another 4 bottles on my house, just to have to bring them out again( 4:30am before work) 2 days later. Then had the nerve to send me an invoice for $72 when I haven't even received anything except 8 bottles of water.
They received the order for a new dispenser, but not that water bottles were canceled or that dispenser was supposed to be top load
This company needs to get their communication together.BAD BUSINESS!!!Review fromHeidi R
Date: 02/03/2023
1 starHeidi R
Date: 02/03/2023
I have been a customer with this company since ‘14 had no problems until November’22
My water delivery never came so I called and they said they were short drivers and gave me another delivery date. Second and third date they never came. I rely on this water for daily use so I canceled my account at the end of Nov ‘22. I was given a date for when they would come out and collect my empty bottles and dispenser. Never showed that last 3 times I was given dates. In the mean time I am still being charged per month for the dispenser for the last 3 months. I have emailed them called them and still no response. On a side note I offered to buy the dispenser and they stated they don’t sell them. In the meantime it is sitting in my garage not being used. It’s unfortunate this companies customer service is so bad.Primo Water North America
Date: 02/13/2023
Thank you for contacting us regarding some issues that you were having with your final pickup. We tried reaching you by phone and email and were unsuccessful. We have been notified that your pickup was completed on February 10th and you will be receiving a check for $36.03.
If you have any further questions or concerns, feel free to call us back at the number we provided on your voicemail. Thank you for your patience.
Primo Water North AmericaReview fromAmy T.
Date: 02/03/2023
1 starAmy T.
Date: 02/03/2023
WORST WASTE OF TIME AND MONEY EVER!!! HORRIBLE SERVICE. Tried to cancel. Invoice dated 10/2/22 - $74.36 Due then somehow, even though my service was on pause (I tried to cancel but they said I couldn't cancel until I returned empties) the invoice on 10/30/22 was suddenly $109.36At this point, on 11/21/22, the payment of $141.43 was made, which is $42.07 OVERPAYMENT because there should not be a late charge.Then on 11/27/22, after my overpayment of $141.43, I was issued a bill for 124.36.
Also, each month I asked for electronic billing, and each month they sent a paper invoice and charged me for invoicing!!
They continued to send me bills and late charges even though I had not had service since September. I finally called in December and they HAD NO RECORD OF MY PAYMENT OF $141.43 which came out of my bank account!! I submitted a complaint along with documentation. Then each time I called, THEY HAD NO NOTES OF PREVIOUS CALLS OR ISSUES.
Then, once I returned my bottles (after 3 missed scheduled pick ups that they didn't show up for) I was told I could not receive my $30 refund because I was in collections - even though I OVERPAID and they lost my payment!!!
I have spent countless hours on the phone and emailing. This is INSANEPrimo Water North America
Date: 02/13/2023
02/13/2022
Consumer: *** Tapley
Reviewing ID#: 111133
Thank you for taking the time to provide us with your complaint as your feedback is extremely valuable to us. We are sorry to hear about the difficulties you experienced trying to get your issue resolved and being sent to collections.
We have put in a request for your account to be removed from collections and it has been approved.
Once we receive your confirmation letter we will send a copy to your email stating to cease all collection efforts.
For anymore questions or concerns regarding your account please do not hesitate contact us back at customer service 844-237-7466.
Best Regards,
Primo Water North AmericaReview fromMichael C
Date: 02/02/2023
1 starCrystal Springs Company in Charlotte North Carolina is a horrible disgusting company, they lie, cheat and obfuscate when they don't want to deliver. The company just could have said we cannot deliver water to our home anymore. They promised us many times, that they would deliver but failed to do so! When we finally canceled, we settled our balance. However, they never picked up the empty bottles and then they claimed we had an outstanding balance for water, we never received. The kicker is that they sent a collection agent after for empty bottles and phantom water. We paid the collection agent just to get rid of awful Chrystal Springs.Review fromMauricio L
Date: 01/17/2023
1 starMauricio L
Date: 01/17/2023
I have used Primo water for years, only the filtration system. Back in June of 2022 it stop working, I called and they stated they would send a technician to fix it. One week later nothing, I called again and they told me they would be here on a certain date and time, I called off work to be here and no technician ever showed up. I called again, they said they would send one and again the same thing happened. I called so many times and finally, I gave up. My wife asked if I could get another company, but I try to call them more times. I looked at my account online and it stated that I owed over $300 so I called, and talk to them maybe 6-8 times and they would always tell me someone would call me and that they would fix it. They finally send out a technician in December, but they still had not fixed my bill. A couple of days ago, I received a letter from the collections department about Primo Water. How can a business work with no integrity, cheat, mislead, and stiffed their customers like that???
Nothing but a bad experience with this company and now I have to deal for hours on the phone to try and clean this up. Thinking of suing this company for lost days at work, ruining my credit.Primo Water North America
Date: 01/24/2023
01/24/2023
Consumer: ******** *******
Reviewing ID#: ****** Thank you for taking the time to provide us your review as your feedback is extremely valuable to us. We are sorry to hear about the difficulties you experienced trying to get your issue resolved.
We appreciate you bringing this matter to our attention.
Our records show since this review your account has been reinstated removed from collections, you were credited for the months you were not able to use the filtration system, and the tech came in December to service the equipment.
For anymore questions or concerns regarding your account please do not hesitate contact us back at customer service 844-237-7466.
Best Regards,
Primo Water North America
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