Complaints

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:04/15/2025

  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.

  Can you please have someone assist me? I placed a call on yesterday, where I requested a standing hot/cold water cooler. It was confirmed that the new cooler would be delivered today and the current cooler would be exchanged. I was also told that my sales representative would give me a call. This was a LIE! I have not received a call, an email or the cooler that I requested. Im stuck with a trial cooler and cannot move forward with services.

  Business Response

  Date: 05/01/2025

  I have investigated this with our **************** manager.  The consumer placed a Free Trial with us. After the trial, she advised us that she did not want the water service and only wanted to rent a different cooler. We do not rent coolers only. Le Bleu is ultra-pure water, and we do not wish for other water to be used with it, as this will contaminate the coolers and the filters with particles that are not in our water. 

   

  I've attached the email chain from this person. We cannot provide what she is asking, but you can see from the tone of the emails that we were very nice to her in our explanations.  

  Customer Answer

  Date: 05/01/2025

   
  I am rejecting this response because the business was very unprofessional, which led to me purchasing my own water cooler and purchasing water from another company. The company did not follow up on my original request during the trial period and did not follow up on calls or requests. I would like for them to stop emailing me about a pick up fee as I will not be paying them anything for their **** poor customer service that they deem to be very nice. The standard for communication from the business should always be nice. Businesses shouldnt take pride in stating as you can see we were nice to her when they are working for a company, seeking a contract from a trial. 
  
  

• Initial Complaint

  Date:06/09/2023

  Type:Service or Repair 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.

  This company delivered us two slow-leaking bottles of water (5 Gallon size) within the same year (we mentioned the issue at the first occurrence). The second one caused minor water damage to the wooden floor in our home. No apology from this company, or reparations, only a "we have your release" comment so tough luck. I have also seen their heavy truck go unto my driveway pad and now I have a new hairline crack in the cement. We feel they are ultimately uncaring about their customers. We tried to get this situation solved regarding the water leak within the last year with **************************, however, she refused to assist us.We feel this company violated it's agreement with us when they sent defective bottles so frequently. We feel we have a reasonable expectation for the quality of the bottles coming into our home from them. They in there own words mentioned that they had never seen this issue with a customer before, which proves that they themselves broke the due diligence necessary to ensure the proper quality (in there own expectations) was delivered. We are asking they pay for the water restoration service (Serv Pro) that we hired to help dry our wooden floor ($749.86).

  Business Response

  Date: 06/28/2023

  Thank you for bringing this customer issue to our attention. Our records show the following interactions with Le Bleu customer ****************, regarding this issue:
  * *************************** (wife) called Le Bleu regarding this issue on 09/06/22.
  * Le Bleu was advised that he had a leaking 5-gallon jug that had caused damage to his floor.
  * **************** was advised that Le Bleu cannot take responsibility for damage caused by bottles once they leave our possession as we have no way of knowing how the bottles are stored or handled. The bottles in question were not leaking when delivered to the customer. We suggested to that they file a claim with his insurance company for the damage.
  * The agreement the ******** signed with Le Bleu at the beginning of his service clearly states that Le Bleu is not liable for any water damage from our jugs.
  * At Le Bleu, all 5-gallon bottles go through a sophisticated leak detection process before they are filled and distributed. Leaks are not at all a common issue for our bottles or our product.  For there to be issues with 2 bottles at the same customer is highly unusual.
  * We have not heard anything from the ***************** company.
  * We were not aware that this was an open issue as **************** continued Le Bleu service through January, 2023, for a full four (4) months after the incident.
  * Also, we have no record that there were any issues with ********************** driveway, nor did he ever request for our drivers not to pull on to his driveway. We have many customers which have instructed us not to use their driveways and we are happy to comply with these requests.
  * At Le Bleu, we take great pride in our product and service as reflected in our 4.8-star customer ratings on ****** and ********* We strive to quickly fix any issues with customers. However, in this case, there is nothing further we can do for this customer or his claim of damage.
  If you have any further questions regarding this incident, please feel free to contact me directly.
  

  Customer Answer

  Date: 06/28/2023

   
  I am rejecting this response because:
  
  1. How we pay for damages caused by their bottles leaking is not of any material concern in this matter (an insurance claim is not required and a receipt for the contractor was provided).

  2. We wrote the CEO/President of their company directly to address our concerns with their quality control process and lack of customer care/service. We provided the time for what we hoped would be a constructive response. However, we never received a response. In our opinion, LeBleu only seeks to escalate this issue and not resolve it. They choose to disregard our complaint because they feel their average "score" is high enough and thereby demonstrate that they do not truly care about their customers.
  

  3. We feel strongly that the customer agreement was voided when **********************'s actions went from ORDINARY negligence (the first bottle leaking) to GROSS negligence after sending a second leaking bottle (the company was notified immediately upon discovery in both instances). Their customer agreement does not protect them from a willful disregard to protect our property which we feel occurred when no additional safe guards were used by LeBleu to insure a "common and expected" quality level from a commercial company. Also, the bottles are never inspected by qualified personnel coming off of their delivery truck. The delivered bottles were stored immediately upon arrival to a professional storage unit located in our garage, just a few feet from the delivery point.

  4. If LeBleu noted that other customers don't want heavy trucks on residential pads, why isn't it policy? They must realize this causes damage, but they don't care unless you preemptively request them not to?? The fact is, they don't care in the FIRST place. We noted that they started to park on our pad after our second complaint. They never did this before and had always parked on the street and properly respected us up until that time.