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:07/01/2024

  Type:Delivery 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 signed up to start service with Crystal Springs water in January of 2024. My first delivery was over four weeks late and the water dispenser that was delivered was not the one I ordered or paid for. I called and constantly sat on hold and when I could get a person I was constantly transferred and the person would tell me they are short on delivery staff and overwhelmed with orders and they would come pick up the dispenser because I was cancelling as soon as they could.I left the water and water dispensers on my front porch as I was advised to do for four weeks until I received a fine from my HOA and had to put inside my house. The crystal springs started charging me and telling me I did not cancel my order. I would keep calling and receive zero help and they would tell me to put outside again and they would pick up. I did again and they never picked up. Then in April of 2024 I get a call from a lady named ***** and said she was in customer retention. Then I cancelled once again with ***** and she said with certainty because she was escalating this situation that they would pick up the dispenser on June 27th of 2024. She would not credit the rental fee for the water dispenser that I never used and that I had sitting on my front porch for over four weeks. It is now July 1 and the last time I am going to deal with this dysfunctional company. I cancelled the debit card they had and as I never used any of the service/products I should not have to pay. I contacted in email/chat/ and phone the customer call center since January of 2024.

• Initial Complaint

  Date:03/11/2024

  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.

  This is absolute the worse customer service I have ever had. From the moment I started the service in ******* They lied about the pricing; it ended up being more than what they said. I gave the sales rep the benefit of the doubt and continued the service. BIG MISTAKE. I would always drop of more water than I need or ordered. I ended up cancelling the service. At that point I scheduled for the dispenser and empty bottles to be picked up. I had to call them over ten times to come pick up the water. Every time they would apologize and say this time they would make sure someone shows up. This went on for months until they finally came to pick up the bottles but left the water dispenser. So again dealing with the issue of them scheduling someone to come pick it up and no one has shown up. Again, many months passed by. The whole time they are trying to get me to pay for something that wasn't billed correctly. After talking to mangers several times, each time they apologized, they assured me they would fix the issue. NEVER FIXED IT. Weeks later I get a collection email...At this point I was very frustrated. I called back again with the apologizes and empty promises. ***** took my account out of collections and said they would fix it right away. Months went by again. I reached out to them many times always getting transferred to someone else, nobody wanted to deal with the issue. They always book a pick up but nobody would show. A couple of months of this back and forth then I get sent to collections AGAIN, charging me for the dispenser and bottles that I had already returned. So today I called them again after speaking with four customer services reps and asking to to speak with a manager so they can review the notes and fix the issue. They would just transferred me to the collection company , that couldnt help me with this situation. They just want to get paid. I called back, spoke with *******, FOR THE SECOND TIME. She refused to transfer me to her Manager.

  Business Response

  Date: 03/11/2024

  Unfortunately, the local branch is unable to look into the account to see what happened since the account is closed but can get assistance from the collection department. 

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21405976
  
  I am rejecting this response because:

  This is part of the issue with your company and why I ended up in this mess. No one takes accountability to help you, everything gets past on to the next person. 

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/02/2023

  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.

  I cancelled my account with Crystal Springs/Primo Water on May 7, 2022. I know it was cancelled because a representative from Crystal Springs came to my home and removed the empty bottles that I had along with the water dispensing unit that I was renting from them. My online account was also closed and I have been unable to log in to it.
  
  On June 8, 2022, I received an email from Crystal Springs stating that I would be billed for the rental of the water dispensing unit, which was previously returned on May 7, 2022. I telephoned Crystal Springs to point out this error with one of their customer service representatives over the phone. I was told that they would investigate the matter and get back to me. I never received a call back.
  
  On July 8, 2022, I received another email from Crystal Springs stating that I would be billed for the rental of the water dispensing unit again. I went to the Crystal Springs website and wrote a letter de**ribing the situation, but I never received any correspondence back from them. I have since contacted them numerous times through telephone and email, but I have received no resolution to this matter.
  
  I had been using their service for approximately two years, but when I moved to *********, NC and ******* **; I noticed a significant decrease in customer service. My bottled water deliveries would get cancelled without notice, I wouldn't receive the correct number of bottled waters that was in my delivery, my delivery days would get changed without notice, etc. I was told many times that it was a problem with the particular branch in *********, NC. If an internet search is done for Crystal Springs/Primo Water, you will find an unbelievable amount of dissatisfied customers.
  
  I live in **, but this complaint is being filed in NC because I was told that the branch that handles my account is in *********, NC. I have also filed a complaint with the NC department of consumer affairs.

• Initial Complaint

  Date:11/18/2022

  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.

  Crystal Springs refuses to come and pick up empty bottle containers for their customers. We canceled our account months ago, and requested that they come and pick up the remaining bottles. They have yet to do this. By them not picking up they are keeping $7 per bottle on their accounting books, rather than refunding that money to clients and picking up the bottles. It is fraud, the account is closed. They are required to pick bottles up and refund to customers. They are not running a business.

  Business Response

  Date: 11/30/2022

  Good Morning

  I am responding to the letter I received and I wanted to inform you that she has not been billed past the  month of August and her account is closed. If she has any bills reflecting otherwise I will have it sent to the billing department to credit the account.

   

   

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

  District Operations Manager l Raleigh NC

  Customer Answer

  Date: 12/01/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It has nothing to do with the billing. It has to do with the fact it took since, August, when the account was closed, for Crystal Springs to come pick up 5 EMPTY bottles. That is not professional and is unacceptable. They do not issue a refund until the bottles are picked up. I spoke with a nice supervisor on the customer support line, who refunded us our due refund, BEFORE we had our bottles picked up. We just had them picked up yesterday, after I called everyday, twice a day for two weeks. After 6 scheduled pick ups, and me staying after hours to see if Crystal Springs would keep their word. They finally picked up yesterday. Absolutely ridiculous. Not a professional company, at all. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:10/31/2022

  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.

  I have not received a water delivery since May. I have been continuously billed for a water cooler even though I had no water. I called them in early July and was reimbursed for June and July cooler rental. I called approximately 10/15 asking for the reimbursement of the last two months and to cancel my account. They said they would and they picked up the cooler on 10/27. I am asking for the refund of $7.50 x the last two months for cooler rental