ComplaintsforBlueTriton Brands Inc.

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

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

• Initial Complaint

  10/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have cancelled Poland Spring/Ready Fresh delivery services twice and they are still delivering water to my house and charging my account. I have spent TIME on the phone with representatives and supervisors being assured my account is closed and I will not be charged! This last time, I was told my account was reactive by accident, I woke up this morning to a charge in my account after being told I would not be charged! This email was sent to me Oct 21st: “Great Morning, I hope you find this email well, please see the reference number ******** for your account being closed out. Stay well, Ready Refresh”

  Business response

  10/29/2024

  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 can confirm that your account is closed. The recent delivery for 10/21 has been adjusted. You will receive a refund check for the amount of $51.32.
  
  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

  10/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  So I opened up Ready Refresh from my local ****** just right before COVID for water delivery and a water dispenser. They delivered maybe 2-3 times COVID and they stopped , I was ordering water and they told me they dont deliver in my area anymore refuse to service my water cooler also.. this was 4 years ago . Ive tried getting water from them for about a year with no luck ok fine so i found another supplier. This summer 5 gallon water showed up out of no where , same amount of water I was trying to get them to deliver 4 years ago. It didn't show up in my card so didn't think of it , it was under my moms credit card who was out of the country. Then in Oct 18 my mom informed me she got a charge in her card from ready refresh for $184 and there was another delivery. I called them up and asked them I havent had an account with them since COVID its a month to month account the customer service agent told me yes I do I opened up an account July 2024. I never opened up an account with them after that fiasco, someone used my name and my mothers card and opened up an account on July 2024. The company STOLE my Identity , they insisted that I opened up the account on JULY 2024 I told them I did not...they finally said they will close the account and give me a refund. Not only did they not give me a refund for July and October for $184 each they charged my mothers card another $184 on October 25th. I want a refund for all 3 charges and I want to know who stole my Identity to meet their quota. They stole my Identity even the assistant manager said its month to month they dont do contract. I haven't tried to order since 2021 which I never got . The dates for my orders are 2021-2022 January. All of a sudden Im getting orders someone reopened it and changed the dates because its one of those where you click on the calendar to schedule a delivery date . Someone stole my Identity from their company to open up an account

  Business response

  10/28/2024

  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. 
  
  I do see that you have spoken with an Escalation Manager regarding this matter. The account has been closed and the adjustment has been made for both deliveries. The card on file will be refunded 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 Communication Specialist
  *************************

• Initial Complaint

  10/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Ready refresh continues bill for unexplained charges after my water has been delivered. I order about 3 (5 gallon) bottles of water each month. Most recently, the total value including tax and delivery has been $59.96 each month. I do not have a monthly subscription. I order as needed. However an additional charge of $3.00 has been routinely charged to my debit card after the water gallons are delivered. The reason for this charge remains unclear. On my bank statement it shows up as a transaction made "By Phone". This is false. I have not made phone transactions with ready refresh. I order online and pay online. I am confused about the reason for this additional $3.00 charge that is always tagged on after the water has been delivered. Particularly since I already pay a water delivery fee as part of the $59.96 total. I contacted ready refresh sometime in June 2024 to clarify the reason for this additional charge and was told by an agent that the $3.00 charge was for "paper billing". I clarified with the agent that I have never received a paper bill in the mail from ready refresh. All my invoices are online (sent to my email after each order is placed). She assured me that my concerns will be escalated and that the charges will be removed. It is now October 2024. The charges remain on my account and I continue to be charged $3.00 every time my water is delivered, for reason which remain unclear.

  Business response

  10/25/2024

  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 confusion with your billing.
  
  I have reviewed your account billing, and I see that you are being charged for your regular delivery which includes the delivery fee. The addition $3.00 charge is for your paper invoices. If you would like, we can change your invoices to email. There is no charge for this method. 
  
  Should you have any questions, please reach out to me directly. I will be happy to assist you further. 
  
  Sincerely,
  
  Darcy A***
  Digital Communication Specialist
  *************************

  Customer response

  10/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The responder states that the $3 charge is for paper invoices.

  I would like to clarify, as originally stated in the initial complaint that I do not receive paper invoices from Ready refresh. I never have.

  I am unsure as to what paper invoice the responded is referring to. 
  My invoices are currently being sent by email.

   

  Ready refresh should please update their records and reimburse me for any over charge. 
  
  Sincerely,
  
  *** ******** 

  Business response

  10/28/2024

  Dear ***,
  
  I am responding back to you regarding your Better Business Bureau complaint. I do see that your account was on a paper invoice method. This means that invoices were being mailed to you and the fee is $3.00 per billing cycle. I have updated the invoices to arrive for you via email. I have also adjusted the last five invoice fees for you and your card will be refunded. I apologize for any miscommunication.
  
  Sincerely,
  
  Darcy A***
  Digital Communication Specialist
  *************************

  Customer response

  10/28/2024

  
  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

  10/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled a home delivery service for 5 gallon water and rented a dispenser for $5/month for "convenience". Upon cancelling due to irregular billing and delivery problems amount other issues there was a credit applied to my account. 2 days later there was a $50 automatic charge which caught me by surprise. I found out this was for a reconditioning fee. These units are not that expensive and there is not much to them to require $50 for reconditioning especially after account was reconciled. This was never mentioned upon sign up or initial delivery. I started service in June 2024 and ended by 1st week of October. Did not like the process of how things were handled nor the surprise charge and abuse of "automatic" payment.

  Business response

  10/23/2024

  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 do see that this matter has been handled for you. The cooler reconditioning fee was adjusted and will be refunded to your account. 
  
  Please reach out to me directly if you have any further concerns. I will be happy to assist you further.
  
  Sincerely,
  Darcy A***
  Digital Communications Specialist
  *************************

  Customer response

  10/28/2024

  They did not follow directions and tried to contact me twice and they also sent me an email for a "satisfaction survey" of all things.  You can close my case but this is completely disrespectful and brash on their part.  Not a good company and terrible, completely unacceptable, customer service.

*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. ↩