ComplaintsforRocky Mountain Bottled Water Co.

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The system was pulled on 6/28/2024 at 11am. The technician, ***, would not put the spray faucet back into the sink hole. He said that this was not a part of their responsibility and for liability reasons he refused to accommodate this request. Keep in mind that the technician who installed the system 3 years ago, *****, took the spray faucet from the sink and cinched the clear tubing for the spray faucet along with the faucet itself under the sink with zip ties. He also reassured me that there would be no issues with putting the spray faucet back to its original spot in the sink hole when we decide to remove the system. I also confirmed with ***** that cinching the tubing under the sink wouldnt cause any leaks in the tubing itself. He confirmed that the plastic tubing is so thick that cinching the tubing with zip ties wouldnt cause any harm or leaks in the future. After the technician today refused to put the spray faucet back into the sink, I asked him how I get the spray faucet back to its original location and he rudely said call a handyman before walking out the door while I was still talking to him. The installer, *****, with Rocky Mountain Bottled Water was the one who cinched the tubing for the faucet and put it under the sink so why wouldnt they put the faucet back in its original place after removing the reverse osmosis system?Once the technician left my home today with a hole in my sink top and no resolution, leaving me confused and quite upset, I took the zip ties off the faucet tubing under the sink and noticed two holes in the tubing where the tubing was cinched.**** the manager said he would have another installer come out to put the spray faucet back into sink hole but by this time the tubing was leaking and a plumber was needed to replace the faucet. So now Im stuck with paying a plumber who had to install a new faucet (because theres no way to just replace the clear tubing since its manufactured for that specific faucet).

  

  Business response

  08/09/2024

  As the owner of Rocky Mountain Bottled Water, I am extremely sorry about this incident.  With a customer base of over ***** active customers it is our goal to always provide the best service possible to all of our customers.  This customer had been a wonderful customer of ours for many years..  They were renting one of our Reverse Osmosis Purification Systems.  We serviced the unit regularly over the past 5 years with no issues at all.  When the unit was installed over 5 years ago, the customer had saved the original spray faucet that was removed to install our faucet.  When the customer had called to say that they were moving and needed their system pulled, the technician had no idea about a spray faucet that was saved from 5 years earlier.  When the technician was removing the system, the customer was insistent that he reinstall the very old spray hose.  The technician was clearly not aware of the quality of an old spray hose and didn't want to install something that might cause a leak and water damage.  And he didn't have a similar hose on this van.  Rocky Mountain Bottled Water offered to send another technician to look further into the issue but the customer declined that offer.  The customer then contacted ******************** stating there was a leak after the customer attempted to reinstall the line themselves.  This all happened within a matter of a few hours and we didn't have much choice in the matter.  This part might be valued at $5-$10 and clearly we never had an issue about buying and installing a new one...but we just couldn't do it that day.  So unfortunately, in this situation we couldn't provide the immediate service the customer was requesting.

  Customer response

  08/12/2024

   
  Complaint: 21922936
  
  I am rejecting this response because the technician who originally installed the reverse osmosis system cinched the hose and faucet with zip ties and assured me that there would not be any leaks when reinstalled. This was not the case as the hose was leaking when reinstalled. 
  

  Rocky Mountain Bottles Water did not have an available technician to fix water leak that they initially caused. Therefore, to not cause water damage under the sink, I immediately called a local plumbing company to install a new hose the same day the Reverse Osmosis system was taken out. Again, Rocky Mountain Bottled Water technician who removed RO system informed me that he would not fix faucet issue and just left and told me to call a handyman.
  

  ****** Plumbing came to home and diagnosed leak concern and informed me that there is not a way to just install a hose as each hose is specifically made for the faucet and since this faucet was older, a new faucet with hose had to be purchased and installed. 
  

  please see attached invoice where I am requesting reimbursement from Rocky Mountain Bottled Water for new faucet installation due to their initial installation technician of RO system causing damage to existing hose when cinching hose and faucet upon install of RO system. Also technician who removed RO system failed to reinstall the faucet and put the faucet in its original state. 

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

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

  

  Business response

  08/26/2024

  After reviewing all of the information given to me from our staff along with the information provided by our customer, I have decided that the best course of action is to simply reimburse her the $230 invoice from the plumber.  

  Let me know if this invoice has already been paid to the plumber so that I know how to reimburse the appropriate party.

   

  Customer response

  08/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I brought to rmbw attention of billing me for deliveries that did not occur, and failure to refund money in an acceptable period of time due to their request to terminate agreement/contract. They said I would receive check at end of August, but they demand equipment returned immediately and they broke agreement contract. I have email proof if needed

  

  Business response

  06/19/2023

  So, **************** has been a customer of ours for about 7 years (although he had put a hold on his deliveries a couple different times through those years). From all indications this complaint stemmed from one delivery last month (on 5/30/23) that he stated that he didn't receive.  With over ***** customers and an average of ****** deliveries each month, I can say with confidence that we are not perfect and that some mistakes happen.  In this instance, our driver did indicate that he delivered 3 bottles and that there were actually three empty bottles that we picked up and exchanged.  I should mention that we invoice in arrears and hadn't even ran his credit card for this transaction at the time of his dispute.   So when **************** disputed this, we reversed out the transaction and he had zero charges for it and therefore no amount was ran on his card.

  He was extremely upset about this transaction even after we reversed it, and we agreed that we would terminate his service with him.  We arranged for a pick up of his water cooler and 11 empty 5-gallon bottles for this past Friday (6/16/23) at 9:00am.  We even agreed to bring him a check for $77.00 to cover the return of his 11 bottles.  Our driver showed up promptly at 9:00 and we did pick up his water cooler and the 11 empty bottles and we gave him his check for $77.

  At this point in time, we believe we have done everything possible to make him "whole" for what he has asked for.  We reversed out the transaction in question and we terminated his service and refunded him for his bottle deposits.  

  Thank you

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