Complaints

This profile includes complaints for Mountain Valley Spring Water of Asheville's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Mountain Valley Spring Water of Asheville has 2 locations, listed below.

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  Mountain Valley Spring Water of Asheville

  299 Haywood Rd Asheville, NC 28806-4545

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  Mountain Valley Spring Water of Asheville

  PO Box 8182 Asheville, NC 28814-8182

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:11/15/2024

  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.

  I have received bottle delivery service from this company for around two years. They require $30 per deposit for glass water bottles. We have six deposits on file with them, confirmed via invoices paid. During the hurricane, we filled six water bottles that were empty with tap water as our water was going out. The company currently has no policy or contract indicating their consumers are not allowed to refill empty water bottles. When I notified the company I would not have any empties out for pick up until the next delivery because I filled for emergency use, they then informed me I should not have filled up the water bottles. A month later without any warning, email notice, or invoice, I was charged $240. I have requested that this be refunded as there is no policy in place or contract signed that supports them being able to charge me like this as I am able to return them the bottles - which they are refusing. When I spoke with the owner about this, she said she would not be refunding me and that she would take me to collections. Im not sure what she is referring to taking me to collections for as she has already withdrawn money from my account without my approval. I have started the process to cancel service with them and they are now claiming I only have four bottle deposits. They sent me all of my invoices which clearly show six bottle deposits and the additional $240 charge which equates to eight bottle deposits extra, which they are claiming they only charged me for six. This company misused my credit card, charged me without my permission or knowledge, is now refusing to refund me, and threatening to send something to collections. Please see deposit invoices and payment slips for $120, $60, $240 Please see emails supporting my request and their wrongful claims

  Business Response

  Date: 11/25/2024

  Dear Sirs and Madams,

  We dispute Ms ********** complaint. 

  We never misused her credit card. Every invoice has an exact payment charged against it. We emailed every invoice and the payment against it for her records to prove this. We will be happy to have our lawyer assist her lawyer to understand the billing system at Ms. ********* expense if further assistance is needed. 

  Ms. ******** is placing this complaint because she choose to use the glass bottles for putting another water substance in the bottles. THIS IS A HEALTH RISK!! The *** and NC ***** of Agriculture does not allow us to reuse bottles that have been contaminated. THIS IS A HEALTH RISK that contaminated bottles being put in our system could endanger the health of our community as a whole.

  If we need to bring lawyers into this issue and The *** and the ******* of Agriculture, we are ready to proceed in that direction.

  Thank you and feel free to reach out again as needed.

   

   

  Customer Answer

  Date: 11/26/2024

   
  I am rejecting this response because:  There is no contract in place stating customers are not allowed to refill bottles.  I was charged a random amount of $240.  This amount is not justified, nor was it explained in the invoice as suggested - which can be seen in my invoices submitted in the original claim.  They also claim I only have 4 bottle deposits when the invoices (provided in original claim) show 6 bottle deposits (in addition to the $240). The $240 is a fraudulent charge, there is no contract or policy stating "refilling bottles will forfeit your deposits."  They implemented this rule up after the fact, and charged their clients without forwarning.  I want the $240 refunded, and I want to schedule a time to pick up the 6 bottles I have so I can be refunded my original 6 deposits.  I will not be taking legal action, I look to the company to do the right thing.  If they chose to spend money on lawyers to dispute a wrongful charge on their end, that is their choice.  As ***** follower, I must take any means possible to settle this outside of court, which is what I plan to do.
  
  

  Business Response

  Date: 11/26/2024

  Ms ********,

  We have already attempted to get the full bottles on Wednesday Nov. 13th, 2024 so we could refund the value of that water and the 4 deposits. Please see attached email from ***** on Nov. 12th, 202. On Wednesday Nov 13th, Our driver was in his van and attempted to get the bottles and you said "not from my garage you aren't" and then you said "you can leave now" and then... " and it's not you, it's your crazy owner" ....and "you can leave now". He said that you were rude. I don't appreciate you calling me crazy when all I am doing is protecting our spring water and THE HEALTH of THE COMMUNITY due to the bottles you filled with a water from the storm.

  Please, understand we are talking about a HEALTH RISK that you imposed. The bottle deposits is part of the industry standard business. There is nothing unethical. 

  Please either arrange for a pick up of the full bottles so we can credit your account OR you are welcome to bring them to our warehouse.

  If we have to make a second attempt to get the full bottles to credit your account, there may an off route charge since this would be our second attempt.

  Thank you and look forward to the return to the 4 FULL Glass bottles to get you the proper credit and close you account.

  ******

   

  Customer Answer

  Date: 11/27/2024

   
  I am rejecting this response because:
  I have 6 deposits. Why are you refusing this when its on the invoices you sent me? Youre conducting fraudulent business. I need confirmation you will refund me my 6 bottle deposits $180 via check upon pick up. I also need a clear explanation for the $240 charge. There is nothing on the invoice that says how this was calculated and you simply arent answering me when I ask. I want this solved ASAP so I can move on from this nonsense and be done with your business.

  Business Response

  Date: 12/03/2024

  *****,

  I hope you and your family had a nice Thanksgiving. Since the Hurricane, my family and friends are grateful that our homes are intact and we lost no loved ones to flood. Thankfully we all have our lives.

  Please advise that we are still waiting for your to advise if you wish to return the bottles in person at our warehouse OR if you want us to make another attempt to pick up the bottles.

  NO credit can be given unless the bottles are returned.

  We await your response - your account will NOT be closed until your bottles are returned.

  Thank you for your understanding.

  If you still do not understand your bill, we can have our legal team communicate with you -

  ******