Complaints

This profile includes complaints for Keurig Green Mountain, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Keurig Green Mountain, Inc.

  53 South Ave Burlington, MA 01803-4903

• 

  American Bottling Company

  270 Bridgepoint Dr South Saint Paul, MN 55075

• 

  Dr. Pepper Snapple Group

  540 Bridgeport Ave. South Saint Paul, MN 55075

• 

  Dr Pepper Snapple Group

  100 Aviation Pkwy Waco, TX 76705

• 

  Dr. Pepper Bottling Co.

  103 Industry Way Staunton, VA 24401

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:06/13/2025

  Type:Delivery 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 have an ongoing subscription with Keurig. My first order was sent back due to an incorrect address. I called customer service and provided my correct address, and they changed the address and sent out another order; however, it was sent to the wrong address again and returned. I contacted Keurig again, this time with the chat menu. I was told that the reason I did not receive my order was that the coffee pods were out of stock. I decided to check the tracking of this order and found out that it was returned due to an incorrect address again. The customer service representative lied to me by informing me that the coffee pods were out of stock, and that is why I did not receive my second order. She promptly sent out another order with the correct address. My complaint is that two customer service representatives lied and thought this was ok. I called Keurig a third time, and all I got was an "I am truly sorry for the inconvenience." An "I'm sorry" will not work, as this gives me the impression that their customer service representatives don't appreciate the customer. I have had to wait a month now to get my coffee delivered. I had to go and purchase coffee, until hopefully my order will arrive this time.

  Business Response

  Date: 06/13/2025

  We apologize for the issue the customer encountered. We attempted to reach them on June 13 and left a voicemail. Thank you.

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair 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.

  We have a beverage agreement with Dr ******************** ************* (now Keurig Dr Pepper) in *********, **. The contract includes provision of a branded Dr ******************** refrigerator.The fridge has completely failed. I have contacted my local service ***resentative multiple times with no resolution. Despite ***eated follow-ups, no action has been taken to ***air or ***lace the unit. My service *** is unresponsive, and local escalation has failed.This equipment failure is negatively impacting our beverage service and sales. Under the terms of our agreement, a working fridge is essential to the program.**Requested Resolution:** ^[Immediate ***lacement of the defective Dr ******************** fridge within 5 business daysor a viable temporary ***lacement while awaiting full ***lacement.**Attachments:** - ^[Photos of broken unit]^

  Business Response

  Date: 06/16/2025

  We sincerely apologize for the inconvenience. We have spoken with the customer and successfully found a solution. We truly appreciate their outreach and the opportunity to resolve the matter. Thank you
  

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair 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 have 3 keurig coffe makers, an older style coffee maker which is still working fine. Bought 2 newer ones and both have failed. One failed 6 months after i bought it, the other a little over a year. The customer service is dreadful. They are poor products

  Business Response

  Date: 06/10/2025

  We apologize for the issue our customer encountered. We reached out and left them a voicemail on June 10 to offer our assistance. Thank you

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed

  
  My comments

   

  I received email to call customer service . I was  ba hold queue for 20 mins and then was disconnected. .  I will try again but no resolution yet. I just wanted to quickly be by back to the BBB email

   

   

  Business Response

  Date: 06/11/2025

  On June 11, we spoke with the customer regarding their brewers. At the time of the call, they did not have the serial numbers available, which are necessary for troubleshooting the issue. The customer will search for the serial numbers and follow up with us.
  

  We informed them that if the issue cannot be resolved and the ****** is still within warranty, proof of purchase will be required for a replacement. If the ****** is out of warranty, we would be happy to offer a discount. Thank you.

  Customer Answer

  Date: 06/12/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have emailed the serial numbers of both  ********************** units and I'm awaiting a reply
  
  
  Regards,

  Mark

   

   

• Initial Complaint

  Date:06/05/2025

  Type:Product 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.

  Bought a ****** in September 2024 and it stopped working about 1 week ago. I called Keurig and they sent a replacement since it was still under warranty, I received the replacement which worked only ONE day. I called again asking for my money back and they said I would have to return the defective replacement ****** and pay for the return myself. I tried explaining that the cost of the return should be their responsibility since the replacement ****** they sent is defective, but they refused. I want my money back without being responsible for the cost of returning the defective replacement ******. S/N: 26.12000.R2LNN3Z

  Business Response

  Date: 06/09/2025

  We are sorry to hear our customer experienced a problem. We left them a voicemail on 6/6 to assist them. Thank you

  Customer Answer

  Date: 06/09/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  I attempted numerous times to call back on Friday and today, as you can see in the attached pictures. 
  I left voice messages with the operator, but no one got back to me. 
  The voice mail that was left by, I believe, ******* is unclear.  I tried putting in the extensions stated in the voice mail,  but they dont work. 
  The whole processes has been very frustrating. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Nardine

   

  I  

  Business Response

  Date: 06/10/2025

  We apologize, we have left the customer a voicemail on 6/10 to assist Thank you

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair 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 am a longstanding Keurig customer I have had 4 Brewers purchased 3 of the 4 in the last 12 years. my First was replaced by keurig because it stopped working, then the replacment died so I bought a new one and upgraded to a 2.0 ****** it was a beast till it too failed. My latest ****** is just over a year old its the K-Caf Essentials a week ago it just up and stopped working, I called customer service and we did some troubleshooting and it would not pump water to the heating element it would not brew at all. It clicked on and as soon as I selected a cup size it clicked off after 5 seconds. I did some digging and found out that the new brewing element has a heat sensor fuse thing on it that pops to prevent the ****** from overheating. It requires a person to open the ****** and use a paperclip to reset that sensor. Well it just did it again and once again i had to become an electrician to fix my flawed ****** as Keurig customer services' response is to bad so sad buy a new ****** from us. I believe that Keurig knows about this issue and they are refusing to repair or replace these newer brewers with something with better longevity. I do regular maintenance, I run the cleaner through it use the in tank filters and I do not use the tap water in my area as it is really low quality water so I use my on tap filter for my coffee water. These Brewers should be lasting more than a year for the price they ask for them.

  Business Response

  Date: 06/05/2025

  We regret that our customer encountered an issue. While their brewer is no longer under warranty, we reached out on 6/5 and left a voicemail offering a 50% discount on a new brewer. Thank you.

  Customer Answer

  Date: 06/05/2025

  Better Business Bureau:
  I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 23426811. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  
  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  
  
  
  FAQ
  
  
  
  Regards,
  

  Sarah

  
  

  
  
  

   

  
  

   The Business is untruthful they did not call me with an offer of 50% off of a new brewer as I have no record of a call in my cellular telephone, and 50% off of a new brewer does not make up for the fact that the current brewer had a fault in the thermal sensor on the heating element. It is a known issue and Keurig knows about it and refuses to do anything about it either except offer a discount on a new brewer.

  Business Response

  Date: 06/10/2025

  We apologize, we have emailed the customer along with another voicemail on 6/10 offering our 50% discount on a new brewer. Thank you

  Customer Answer

  Date: 06/10/2025

  Better Business Bureau:
  I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 23426811. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  They say they have emailed me the only emails I have from them are spam emails asking me to buy coffee k cups on a subscription basis. They say they have called me yet I have no record of them calling or leaving any voice messages. I do not accept their untruthful attempt at communication. 
  
  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  
  
  
  FAQ
  
  
  
  Regards,
  

  Sarah

  
  

  
  
  

   

  
  

   

  Business Response

  Date: 06/25/2025

  We apologize, we have tried calling the customer at (816) 912-2307 ?and emailing them at [email protected]. Is there a better phone number and email to speak to them with? Thank you

• Initial Complaint

  Date:06/04/2025

  Type:Product 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 purchased a K carafe Barista Bar Coffee Maker. I was left with the impression that I could use the KCups or put in my own grounds for a stronger cup of coffee than a single KCup. The video on their website stated this was possible with a cloth filter, it did not state that the cloth filter was an item that had to be purchased separately. I called to return the coffee maker because I was not interested in purchasing a separate cloth filter to pour in my own grounds for a stronger cup than could be brewed with just a Kcup. This is not even possible with this model, it instructs the owner to run it through again with the same kcup for a stonger cup of coffee.I was told I would need to pay shipping charges to return the coffee maker even though they were the ones who were in the wrong by providing incorrect information.I called twice to resolve the situation, they told me all they could do was send $60.00 worth of free Kcups.I called again asking to speak with a supervisor to get this resolved. I spoke with ****, who wasn't a supervisor, I was transfered to ****** who was also not a supervisor.I asked to have a supervisor call me so I can return this coffee maker which is not what I want without paying for shipping since Keurig was not honest with me via their video or online description! This machine doesn't offer an option for a stronger cup of coffee!Therefore I want to return it with out paying shipping charges!

  Business Response

  Date: 06/06/2025

  We are sorry the customer experienced a problem. We left them a voicemail on 6/6 to assist. Thank you

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair 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.

  Fraudulent point rewards/sweepstakes.. They claim to have all these prizes available to get you to buy more soda but they don't.. I got the screenshots to show that they're always out of stock every time.I get a email.They never have available what they claim to have for rewards..

  Business Response

  Date: 06/11/2025

  We are sorry our customer is not happy. Due to high engagement, rewards can sell out quickly. To avoid frustration, set clear expectations, and to provide clear transparent communication, we alert consumers in advance that rewards are available while supplies last. Thank you

  Customer Answer

  Date: 06/16/2025

  Better Business Bureau:
  I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 23411095. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  
  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  
  
  
  FAQ
  
  
  
  Regards,
  

  David, I don't accept your lies when you have three prizes to give away .. It's fraud.You do not give anybody heads up.How could you with 3 or 4 prizes To give away.. That's okay because I haven't bought Dr. Pepper in over a year because of that.So you're gonna continue to not get my money..Congratulations you won...

  
  

  
  
  

  I'm gonna turn you into the federal trade commission next for your lies.You're just another big corporate PO.S that has been sued many times for the same thing and this will not be any different..

  
  

   

  Business Response

  Date: 06/19/2025

  Thank you for your feedback. We made two attempts to contact the customer on June 18, but were unable to leave a voicemail as that option was not available. Thank you.

• Initial Complaint

  Date:05/30/2025

  Type:Product 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.

  On April 2, 2025 our business (****************************************) purchased a business bundle of a commercial coffee machine and K-cups. This bundle special gave us machine for 50% of the normal cost, with the requirement of auto-delivery of 32 boxes of K-cups within 1-yr. We were charged $743.68 and rec'd the product with no problems. Every time we try to place our required auto-delivery, we get a message that our payment can't be processed. Contacting our bank, they are not receiving any declined transactions. Reaching out to customer care THREE times and promised return calls that have never happened. I have even updated our account with a different credit card, no success of placing the required orders. For reference, I also went to the ************************** website and purchased items with the EXACT same credit card with NO issues but those will not be applied to our bundle requirement with Keurig **************. We are also told that after FOUR declined auto-delivery purchases, we will be charged the other 50% of the machine cost.

  Business Response

  Date: 06/06/2025

  We apologize for the issue the customer experienced. On 6/5, we connected with them to resolve the matter. Weve ensured that the boxes they purchased under their other account now count toward their auto-delivery commitment. Additionally, we have identified and corrected the issues within our system. Thank you.

  Customer Answer

  Date: 06/11/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *********

• Initial Complaint

  Date:05/29/2025

  Type:Sales and Advertising 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 ordered a Keurig in February. I had used it every since I received it. Yesterday when I turned it on the motor was very loud. Today, when I attempted to make coffee the machine wouldn't even turn on and had died. I contacted ****** regarding this purchase and the faulty motor. I also contacted Keurig regarding this faulty motor. I have not heard back from either company regarding this issue. I have a Keurig product that is unusable and is defective. I am requesting a replacement for this or a refund. Thank you for your attention to this matter.

  Business Response

  Date: 06/02/2025

  We regret that the customer encountered an issue. On May 30, we reached out via email, and they informed us that they would like a refund. However, since the purchase was not made directly through us, we are unable to process a refund. We kindly advised them to contact the original point of purchase for further assistance. Thank you.

• Initial Complaint

  Date:05/28/2025

  Type:Product 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.

  Ordered and received 2 cases of BAI Coconut Pineapple Water (from Amazon subscribe and save service). Both cases (12 each) at a cost of about $24 per case of 12.Sons opened and drank product, stated something is wrong. On inspection, product contents are not the typical white liquid, these are gray. Checked for tampering - none observed. Contacted company repeatedly to get them to pickup the cases for inspection and replacement (they are not expired product). They refused to investigate further and are not ignoring my emails. The product is foul/spoiled/contaminated/bad and I do not want anyone to get sick if bacteria in a batch is causing the product issues. I would like them to get these products and test them to ensure others will not get sick.Can you help me to get their attention to do the right thing? I have loved this product since it came out and never had an issue. Knowingly ignoring this is not acceptable.Obviously I would like replacements- but my primary issue is with the safety of other people getting contaminated product due to their gross negligence and willful disregard.Please help.

  Business Response

  Date: 06/02/2025

  We regret that the customer encountered an issue. On May 30, we reached out to inform them that we are actively investigating the matter. Additionally, we will be sending them a token of appreciation to make up for the inconvenience. Thank you.

  Customer Answer

  Date: 06/14/2025

  Better Business Bureau:
  I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 23385436. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  I have spoken to representatives who said they would send replacement something to replace these products. Company representatives have NOT done what they said they would do. This is extremely frustrating, this business should do better by customers.
  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  
  
  
  FAQ
  
  
  
  Regards,
  

  Patrick

  
  

  
  
  

   

  
  

   

  Business Response

  Date: 06/16/2025

  We have sent Mr. Welsh two $25 gift cards as a replacement for his purchase. The fulfillment request was submitted on Tuesday, June 10th, and the items were mailed on June 11th. Please note that delivery typically takes between 3 to 5 business days. Thank you