ComplaintsforBlueTriton Brands Inc.

Bottled Water Companies

HeadquartersMulti Location Business

Current Alerts For This Business

Pattern of Complaint:

On October 9, 2018 Better Business Bureau serving Connecticut (BBB) wrote to Nestle Waters North America with regard to several patterns of complaints that had been identified. Complaint patterns consisted of delivery delays and cancellations and various billing discrepancies and errors. On October 23, 2018, BBB received a response from the business in which they indicated that they were aware of the pattern issues and were already taking steps to address and correct the issues. Specifically, Nestle had been experiencing a nation-wide shortage of delivery drivers, but have recently been able to add additional drivers as well as customer service staff in an effort to raise customer service and customer experience. Nestle also stated that they are dedicated to accurate billing.

BBB will continue to monitor the Nestle Waters North America file and believe that the company is dedicated to addressing and eliminating the identified patterns of complaints.

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Initial Complaint
11/19/2024
Complaint Type:
Order Issues
Status:
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.
I had this service for a year while living in ******* **. Upon move out (June 2024), I called to cancel my service however was met with an all agents are busy, please try again later. I tried numerous times over the course of my last week at the location. I ended up writing them an email asking them to cancel my service as I had bottles and equipment to return. Still nothing. They proceeded to continue deliver bottles to my old apartment. I ended up cancelling my card on file because there was no way to cancel. They now send me monthly "bills" for the service but have yet to respond to me. All I want is a final bill and close the account but I can't get that and I refuse to pay the invoices because I do not want them to get my new card information. Additionally this company needs review. Not only are they impossible to get in contact with, their communication as a whole is terrible. They alert you to deliveries through the app. They consistently let me know deliveries were delayed by a day or two but ended up coming on the original day. This causes an even bigger issue as you have to put your empty bottles out for pick up. So with the constant incorrect messaging about deliveries, I accumulated quite a few empty bottles of water. In an apartment complex, you can not simply leave them in the breezeway till they end up showing up as this can inherit penalties with the apartment complex.
Business response
11/19/2024
Dear ******,

I am responding to you regarding your complaint filed with the Better Business Bureau. I would like to apologize that this matter was not rectified for you sooner.

i would like to inform you that I have adjusted the balance on the account to $0.00. I have also requested for the cooler to be removed from the account for you internally. The account is closed and no further billing will apply.

Should you have any further concerns, please reach out to me directly. I will be happy to assist you further.

Sincerely,

Darcy A***
Digital Communication Specialist
*************************
Initial Complaint
11/18/2024
Complaint Type:
Order Issues
Status:
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.
Predatory company that makes it near impossible to cancel service after signing up. Never answer phone or email, no option to cancel through website or mobile app. They will continue to charge you and give no way to opt out.
Business response
11/19/2024
Dear *****,

I am responding to you regarding your complaint filed with the Better Business Bureau. First and foremost, I would like to apologize for any inconvenience.

Your account has been closed for you effective today, 11/18/24. A request to have your payment information removed has also been submitted.

Should you have any further concerns, please feel free to reach out to me directly. I will be happy to assist you further.

Sincerely,

Darcy A***
Digital Communication Specialist
*************************
Initial Complaint
11/18/2024
Complaint Type:
Order Issues
Status:
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.
The website makes it impossible to cancel my recurring water delivery without calling a customer representative and the automated phone service will not connect me to a human being to cancel.
Business response
11/18/2024
Dear *****,

I am responding to you regarding your complaint filed with the Better Business Bureau. First and foremost, I would like to apologize that this request was not handled sooner for you.

I can confirm that your account has been closed per your request. No further deliveries or billing will apply.

Should you have any further concerns, please feel free to reach out to me directly. I will be happy to assist you further.

Sincerely,

Darcy A***
Digital Communication Specialist
*************************
Initial Complaint
11/18/2024
Complaint Type:
Billing Issues
Status:
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.
I skipped all deliveries, because I couldn't cancel my account without staying on the phone for 2/5 hours or so, getting transferred left and right just to spend half an hour arguing for why I want to cancel my ReadyRefresh account! I changed my card number, they delivered again anyway, I called them and they said "it was somehow taken out of the account after multiple tries" - I'm not quoting the exact words here. I was angry, but I let it go because I needed water for my mom during her chemo treatments anyway. I went though the whole cancelling process - which cannot be done online or through email - and finally canceled it. This delivery happened on July 8th if I'm not mistaken. Since I called and was unaware of the shady practices of this company, I didn't bother to keep a record of it. Then, I start receiving emails about overdue balance. I thought it's an error since I have canceled the account and wasn't told about any balance, and my last delivery was paid - according to their customer service. They called me for it, I told them all the story, they even VERIFIED my claims but were not willing to waive at least the late fees OR to transfer me to someone higher up!! Now they're threatening to send to collections.. They told me it's paid, I canceled and wasn't told about due balance, most of the $80 late fees are from after cancellation and I wasn't given the chance to talk to anyone else about a resolution! This company has been pulling these scams on so many people it's disgusting that they're able to get away with it all the time! You could find such claims going back to years ago all over the internet! Exact same stories, being threatened of collection for amounts they never had to pay for various reasons! Who even charges AFTER delivery anyway?! They've had so many people who had to resort to changing their cards that they've had to resort to these practices just to add due balance to their accounts and scare them into payments.
Business response
11/18/2024
Dear ******

I am responding to you regarding your complaint filed with the Better Business Bureau. First and foremost, I would like to apologize for any inconvenience.

I can confirm that your account is closed. I have adjusted the balance on the account to $0.00. No further deliveries and billing will apply.

Should you need any further assistance, please feel free to contact me directly. I will be happy to assist you further.

Sincerely,

Darcy A***
Digital Communication Specialist
*************************
Initial Complaint
11/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
ReadyRefresh (RR) has refused to pick up their water cooler and cancel our service after multiple attempts. RR has scheduled pick up dates multiple times and nobody has shown up. I have called, rescheduled pick up days and times, and also tried to remove my payment information with no success. RR's customer service phone # has on multiple occasions taken my call and then pretended to not hear me/hung up/disconnected the phone call. RR is stealing money from our business. They are charging us monthly delivery and water cooler "rental" fees and refusing to cancel the service and pick up their equipment.
Business response
11/11/2024
Dear ******,

I am responding to you regarding your complaint filed with the Better Business Bureau. First and foremost, I would like to apologize for this experience.

Upon review of your account, I see that you have spoken with an escalation manager regarding this matter. The account is closed, and the equipment will be picked up tomorrow, 11/12/24.

Should you have any further concerns, please feel free to reach out to me directly. I will be happy to assist you further.

Sincerely,

Darcy A***
Digital Communication Specialist
*************************
Initial Complaint
11/07/2024
Complaint Type:
Billing Issues
Status:
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.
For two consecutive months, I have been attempting to close my account with Ready Refresh. For two consecutive months, after spending hours on hold and speaking with representatives who assured me that my account was closed, I have been billed $51.91 for deliveries that I have not requested and not received. The most recent time that I called, I was told by a rep who gave his name as "Chris" tjat this was due to a "computer glitch" and that it had been resolved with a reference number ********, only for my card to be billed again a few days later. Looking at reviews and complaints on BBB and elsewhere, I see that this is a common complaint. I need this account closed - I can no longer justify paying $50 for $20 worth of water exchanges.
Business response
11/07/2024
Dear ****,

I am responding to you regarding your complaint filed with the Better Business Bureau. First and foremost, I would like to apologize for this matter.

I have confirmed that your account is closed. I also, see that the charge in the amount of $51.91 has been adjusted. I will personally ensure that the refund is processed back to your card within 3-4 business days.

Should you have any further concerns, please reach out to me directly. I will be happy to assist your further.

Sincerely,

Darcy A***
Digital Communication Specialist
*************************
Initial Complaint
11/05/2024
Complaint Type:
Billing Issues
Status:
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.
Past October 29, 2024, the company ReadyRefresh picked up the dispenser because I will move and no longer will use it. Today I received an invoice asking for $62.84 to be paid in full immediately. I checked and they charged me a Recondition Fee that nobody informs me about. I called to ###-###-#### and they told me I have to pay for this because on the website they post the fee requirements. I told them in my contract nobody expresses, share nor inform any of anything about this fee and I think they are charging this as penalty for cancellation. I asked for a full refund of the fee. I will pay the remain left $9.63.
Business response
11/05/2024
Dear ******,

I am responding to you regarding your complaint filed with the Better Business Bureau. I would like to apologize for any miscommunication regarding this billing matter.

The reconditioning fee is listed in the terms and conditions when signing up for service. Since you were unaware of this fee, I have adjusted this for you. The remaining balance due is $12.84.

Should you have any further questions, please feel free to reach out to me directly. I will be happy to assist you further.

Sincerely,

Darcy A***
Digital Communication Specialist
*************************
Initial Complaint
11/05/2024
Complaint Type:
Order Issues
Status:
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.
This business refuses to let me cancel my services. I have attempted to have this business, retrieve their equipment on multiple occasions. This business refuses to pick up their equipment so intern they are continuously charging me for equipment that I am not using.
Business response
11/05/2024
Dear ******,

I am responding to you regarding your complaint filed with the Better Business Bureau. First and foremost, I would like to apologize that this matter has not been resolved sooner for you.

I have scheduled to have the equipment picked up on Thursday, 11/7/24. If you can not be home, please leave this outside your door. I have also adjusted the balance on the account to $0.00 for you.

Should you have any further concerns, please reach out to me directly. I will be happy to assist you further.

Sincerely,

Darcy A***
Digital Communication Specialist
*************************
Business response
11/05/2024
Dear ******,

I am responding to you regarding your complaint filed with the Better Business Bureau. First and foremost, I would like to apologize that this matter has not been resolved sooner for you.

I have scheduled to have the equipment picked up on Thursday, 11/7/24. If you can not be home, please leave this outside your door. I have also adjusted the balance on the account to $0.00 for you.

Should you have any further concerns, please reach out to me directly. I will be happy to assist you further.

Sincerely,

Darcy A***
Digital Communication Specialist
*************************
Initial Complaint
11/05/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Ready Refresh has rescheduled my cleaning without calling to let me know prior to rescheduling the appointment. I had a cleaning of my water cooler scheduled for Oct 31st. This was rescheduled to November 4th. On November 4th the cleaning service was rescheduled yet again to November 6th. I am not available on Nov 6th as I have another appointment. The company should not reschedule appointments without directly speaking to the customer. This is a bad business practice. I called the company on Oct 31st to confirm my cleaning. The representative confirmed that I was on the schedule for a cleaning, but then the cleaning was rescheduled. I also called the company on Nov 4th to understand why my appointment has been rescheduled again. The company did offer me $40 off on Oct 31st. But this is not sufficient when the company keeps rescheduling the cleaning appointment. I would like the company to take $40 off each time they have to reschedule my cleaning appointment. My time is money. If I don't show up for work... I do not get paid. By the same token if Ready Refresh cannot deliver their services on time they should make an adjustment in my bill.
Business response
11/05/2024
Dear ******,

I am responding to you regarding your complaint filed with the Beter Business Bureau. First and foremost, I would like to apologize for this experience.

I can see that your cleaning is scheduled for tomorrow, 11/6/24. There is a $40.00 credit applied to this service. I would like to let you know that ReadyRefresh offers a self-cleaning kit for $12.99. It is a very simple cleaning process. If you prefer to have the professional cleaning completed, I have escalated this service for you.

Should you have any questions, please feel free to reach out to me directly. I will be happy to assist you further.

Sincerely,

Darcy A***
Digital Communication Specialist
*************************
Initial Complaint
11/01/2024
Complaint Type:
Billing Issues
Status:
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.
Dear Better Business Bureau, I am writing to formally lodge a complaint against Ready Fresh Water Delivery regarding their refusal to close my account and cancel water delivery services. Earlier this year, I initiated an account with Ready Fresh Water Delivery and began receiving water deliveries. Recently, I moved to a new location where water delivery services are no longer needed. Since then, I have attempted to close my account and cancel further deliveries by both using their online chat service and contacting their customer service directly by phone. To my dismay, Ready Fresh Water Delivery has repeatedly denied my request to close my account, stating that they do not allow customers to cancel services. Instead, their only proposed solution is for me to manually skip deliveries online, which is neither a viable nor reasonable solution given that I no longer require their services and do not wish to continue being billed for them. This lack of flexibility, along with their refusal to provide a straightforward account cancellation process, reflects poor business practices that I believe other consumers should be aware of. I request your assistance in helping me resolve this matter and urge Ready Fresh Water Delivery to allow account cancellation options for customers no longer requiring services. Otherwise, my only solution is to ask my bank to block any payment to this business. This is certainly a scam. **** **
Business response
11/01/2024
Dear ****,

I am responding to you regarding your complaint filed with the Better Business Bureau. First and foremost, I would like to apologize for your experience.

I can confirm that your account was closed on 10/31/24 with a Customer Service agent. Your $20.00 account deposit will be refunded to your card on file within 3-5 business days.

Should you have any further concerns, please reach out to me directly. I will be happy to assist you further.

Sincerely,

Darcy A***
Digital Communications Specialist
*************************

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