I normally don't squeal this loudly about bad service, but this time I feel that it is important to let people know the type of company that O'Premium Waters is. Frankly, they have done a pretty bad number on our family since we began our relationship with them.in addition, there are many complaints from other customers - usually the same type of complaints that we have.
Oh, BTW - I was always told that if I didn't have anything good to say, don't say anything at all... So here is my good thing to say about O'Premium Waters company... The water tastes great!
First we were excited because we received an ad stating that you will receive as much water as you can drink for $29.99 a month. Well of course we decided to get the service since we were spending close to that already going back and forth to the grocery store to purchase bottled water and the containers take up a lot of room in the refrigerator.
The salesman came by and we signed a contract for the $29.99 (according to the flyer we received) "all you can drink" water service on a month-to-month basis and a two spout water dispenser - or so we thought. When he left we could not find the contract but didn't bother to call and ask for a copy - big mistake! Not long after our service began the water dispenser stopped working, and the O'Premium Waters rep talked us into a "better quality" dispenser with three spouts instead of two (Hot, Room Temp, Cold) for $6.99 a month extra.
About a month later, that dispenser kept freezing regardless of the setting that we tried and would not produce water from the spout. They replaced it with a two spouts model instead of the same three spout model that they had talked us into. When I called them to let them know about the switch, they said that they had discontinued that particular model because it was not a
good quality machine. I asked if they were going to refund the last month's $6.99 additional cost since it did not operate and discontinue charging us this cost because we no longer had three spouts. They told me that we still had to pay the additional cost because this model was a "premium model" (two spout) versus the first model which was a standard (two spout) model. Well, of course, I was not having that, and ended up
talking to one condescending rep/manager after the next to resolve the problem. Finally, they decided to refund the previous month's $6.99 charge and not add that charge in the future.
About a month later, I called O'Premium Waters because the "premium model" had a broken spout and that we had received a bill for close to $45. I was told that we had signed up for the 3-year plan and that was $33.95 a month plus taxes, etc. At that point, I searched for the contract and was unable to find it, so my husband picked up the copy from their office in Mesa.
The contract copy had the 3-year plan marked, which we did not authorize. Now we are stuck with a service we are not pleased with for 3 years.
The next incident was when we had set out 8 bottles to be replaced and the driver only left 6 bottles. I called to let them know and was met with a rude rep who said that they did not know we were receiving that many bottles and they would only be leaving 6 from now on. I reminded her that the print ad and their phone ad says "as much water as you can drink (for
$33.95) a month". She told me that we needed to read the fine print in our contract that states the amount of water would be determined by the national average that people drink which is 3 bottles per week per family, and that I should be grateful that they were willing to leave us 6 bottles every two weeks. Of course this was a ridiculous statement because it is exactly the same amount of water.
At this point, they continue to forget to pick up our bottles on the designated days and say the bottles were not there (My husband puts them out at 5 am on his way to work) and try to charge $10.00 for "unscheduled pickups". About a month ago, another spout came off our current dispenser, but frankly I'm almost afraid to tell them - they might say we have to start paying for each time they have to come out and replace their low quality, faulty machines.
Anyway, I want to keep others from falling into the same trap of false advertising and bad customer service from this company.
BTW - This company has a bad report with the Better Business Bureau.
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