ComplaintsforBlueTriton Brands Inc.
Bottled Water Companies
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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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I have encountered persistent issues with Ready Refresh over the past eight years. Despite rarely needing to contact customer service, my experiences have consistently been marked by rudeness and disrespect. I have been unceremoniously hung up on multiple times, and refund requests have been consistently denied with the explanation that refunds are not possible, and only credits can be issued for bottles or delivery. After a prolonged discussion with the retention department, during which I was promised a $20 credit to my account and a $20 deposit refund, I remained dissatisfied with the level of customer service provided by Ready Refresh. Consequently, I made the decision to cancel my membership. Although the retention representative made multiple attempts to dissuade me from canceling, I firmly expressed my decision and requested to return the water dispenser at my earliest convenience. The representative stated that the next available day for delivery would be in October. I agreed, and inquired about rental charges since I wasn't using the dispenser. I was assured that I wouldn't be charged. However, upon reviewing my statement, I noticed a $50 restoration fee and a $5 rental fee, despite not having received any water for about a month, and despite being told that I wouldn’t be charged. Subsequently, when I called back, I was informed that none of the information was notated, and that they could not offer me what I was promised. This is why I am filing this complaint, in the hope that someone can help me by waiving the $56 in fees and resolving this issue.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 have adjusted the remaining balance on the account. No further charges will apply as the account is closed.
If 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
*************************Customer response
10/24/2024
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
10/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I ordered residential water delivery for my sister's residence. Order consisted of a water dispenser and three 5-gallon water jugs. This was supposed to be monthly. First delivery was set for October 14, 2024. I received an email at 3:27 p.m. on 10/14 stating that the water was delivered. I contacted my sister later in the evening, and she said she did not receive a delivery. I called the company, but they were closed at 6:00 p.m. so I filled out one of their online forms to report that I didn't get the delivery. I received an automatic reply back that said someone would get back to me in 2 days. In the meantime, I noticed I was charged for the delivery, so instead of waiting for a reply on the email, I called the company again this morning, 10/15. The customer service rep said that the water was delivered, and that there was a picture on their website on my account in the "previous orders" section that I can see by clicking "proof of delivery". Since I was driving and calling from the car, I could not look at the picture, so rep described the location in the picture. I explained that it was my sister's residence, so I would need her to see the picture because I couldn't confirm based on the verbal description provided. I also asked rep to email me the picture, and she said she couldn't do that. Later when I was in front of a computer and logged on to the account, the "picture" was merely a picture of a truck logo that said the order was delivered. There was no depiction of a home delivery. Thinking I was having a problem viewing images, I asked my sister to check on her computer too, and she said she saw the same thing I did. My sister also left two voicemails on 10/15 to see about the delivery. No one called back. Because I was charged already, and because the company unilaterally scheduled two more deliveries, I concluded I was being scammed. I called my bank and stopped the payments.Business response
10/16/2024
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 miscommunication. After reviewing this account, I show that the delivery was completed on 10/14/24 at 3:02 pm.
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
10/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I am writing to file a formal complaint against ReadyRefresh. I was a customer for water delivery services for some time, but the experience with the company has been frustrating and unacceptable. On multiple occasions, I attempted to skip water deliveries through the website when I was away. Despite successfully skipping the deliveries online, I returned home to find that the water I had canceled had still been delivered. I then made the decision to cancel all future water deliveries but continued to rent a water dispenser from the company.The rental fee for the dispenser was initially around $10 per month, but without any prior notification or warning, the fee unexpectedly increased to $14.88, and then a month later, to $21.24. At no point was I informed of these price hikes, which I find to be an unfair and unethical business practice. I contacted customer service to complain and dispute these charges. Although I successfully disputed them with my bank and was refunded, ReadyRefresh has since been harassing me relentlessly. They have been calling me frequently, leaving repeated messages, and even threatening to send my account to a debt collection agency. Additionally, they have started adding interest charges, now claiming that I owe them over $80. It is unacceptable for a company to raise fees without prior notice to the customer. When errors in deliveries were made, they should have taken responsibility and apologized, rather than continue with these unwarranted charges. This has been incredibly stressful, and I feel that their fee increases without notice and aggressive harassment over disputed charges, are unethical and violate basic consumer rights. I would appreciate your assistance in addressing this issue and holding the company accountable for their practices. I request that they cancel all outstanding charges and cease any further collection attempts or harassing communications, review and correct their customer notifications regarding fee increasesBusiness response
10/17/2024
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 contacted the collection team to remove the balance from the account. Your account is closed, and no further billing will apply. Please allow up to 14 business days for this to be corrected.
Should you have any further concerns, please reach out to me directly. I will be happy to assist you further.
Sincerely,
Darcy ****
Digital Communication Specialist
*************************Customer response
10/22/2024
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
10/14/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Readyrefreh or BlueTriton company missed multiple deliveries roughly a year ago 04/14/2023. After multiple calls with customer service they final informed me that my card was expired and stopped deliveries. 09/20/2024 roughly a year later while on military leave they start delivering water to my door step and sending invoices. I contacted customer service to complain about delivering water after a year and expecting payment. I requested that products be retrieved and was informed that they could not do that. At the conclusion of phone conversation I was under the impression that the deliveries would stop and bill removed from record. Currently, I'm being billed for the delivery and late charges are being added. Account cannot be closed online forcing customers to call a deal with multiple transfers and customer service trying to sell more products rather than following through with your request.Business response
10/14/2024
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 have ensured that your account is closed. No further billing or deliveries will apply. I have adjusted the balance on the account to $0.00.
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
10/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I noticed on my credit report a collection from ReadyRefresh BlueTriton Brands, Inc. I never received a letter via mail from ReadyRefresh BlueTriton Brands, Inc regarding this issue. I have been contacted at work multiple times and have informed them to delete my work number from their files! They are claiming that I owe $441.86 but I have no knowledge of it. I have no accounts with ReadyRefresh BlueTriton Brands, Inc and I do not owe them any debts. I want them to delete the information from my credit report and agree to not sell, transfer, or reassign the debt to another agency. I would like for ReadyRefresh BlueTriton Brands, Inc to terminate all collection efforts and close the account attached to my name and notify all three credit reporting agencies to delete this account from my credit report. I also do not want ReadyRefresh BlueTriton Brands, Inc to ever reinsert this account onto any of my credit reports in the future. I also want to ensure the account will not be sold or transferred to another company for further collection efforts.Business response
10/08/2024
Dear *******,
I am responding to you regarding your complaint filed with the Better Business Bureau.
I have reviewed your account history and see that you spoke with a customer service agent on 9/27/24 for case #*******. In this case, you had requested for your account to be closed, and this request was completed. The empty bottles were collected on 10/2/24.
The balance on the account is due to your payments previously being returned back to ReadyRefresh. The last successful payment on the account was on 3/25/24 for the amount of $44.54. Since that time, all payments have been returned.
If you have any further questions, please reach out to me directly. I will be happy to assist you.
Darcy ****
Digital Communication Specialist
*************************Initial Complaint
10/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I used to order water from Ready Refresh a couple years back, but the price kept climbing, and i eventually didnt want the service anymore, but i wanted to keep the dispenser. So i just skipped deliveries so that was all i was paying for. Eventually, i wanted to close my account, and they said i had to call. I called, and I got no response. I wish i still had the records of it, I think i accidentally deleted those emails when i was clearing them the other day. But what i do have records of (attached) are this issue that im reaching out about. Like i said, i have been skipping deliveries, but they tried to charge me for one. I contacted them, they said it was a fault on their end, and I should be good. Then a few weeks later, i noticed a delivery came in. I contacted them again, they said again it was a mistake on their part, but i cant return them because of an *** policy. And now, they contacted me today saying that i owe them $138. I told them i didnt want it to begin with, they forced it down my throat, and are now expecting me to pay? I told them im not paying and i have the records. They said they dont have any on their end, and i asked what email i could forward it to. They were about to tell me, and i went to hit my home button, but in my anger, accidentally clicked too high and hung up, now i cant continue the conversation with that rep, and they are probably reporting me as we speak. Hence why im reaching out now. Im cool with paying out for the dispenser, im open to talk about that, but past that, i dont want to hear from them again.Business response
10/08/2024
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 have stopped all recurring deliveries on your account. I have also adjusted the balance to $0.00 for you. Your account will only be charged rental for the cooler moving forward. However, you may need to update your payment method.
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
10/07/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I am a costumer that signed up for bottle water delivery at Ready Refresh that belongs to Blue Triton brands, Inc. I signed up for recurring Water delivery and I have attempted to cancel/stop The recurring water delivery many times the website does not allow the customer to cancel it online. You have to call a customer service phone number and once you call the customer service phone number they make all kinds of excuses and don’t let me cancel or stop recurring deliveries. I have gone to the extent of having my credit card replaced by my bank because Ready Refresh refuses to stop water deliveries and to close my account. They have ignored my requests and they continue to deliver water and create invoices when I have communicated that I do not want anymore water delivery. They refused to close my account.Business response
10/07/2024
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 experience.
I have closed the account per your request. I have also adjusted the balance on the account to $0.00. 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
10/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am at the end of my rope with this company. This company owns and operates Ready Refresh, a water delivery company that has gross incompetence and inability to communicate with their customers when things happen and an inability to solve problems, and an inability to have a website that isn't completely broken. These things have served as thorns under my finger nails for 60% of the time I have done business with them. Preface: In 2011-2016 I had this company deliver water to me, and they gave frequent excuses as why they could not deliver, why the water was late, etc. and so I told them to stop all water deliveries. Years later they claimed I "owed" them for charges every month after I told them to stop deliveries that I didn't pay. I received NO EMAILS about this. but they just say I owe them. I said this before this lack of communication is a common thread with these people. Last month I got an email that said I owed Ready Refresh $20, and the email says that I would not receive deliveries until I paid. Then I receive a delivery for 6 water bottles and a bill for the water, despite this email. Then I call someone on the phone and say I don't want the water, take it back and refund me. They were gracious enough to refund me and said they can't take back the water.. They SAID they stopped deliveries for 3 months. THEN LAST WEEK I get an email similar to before saying that I owe them money, and deliveries won't be made until I pay blah blah etc. I call them up and ask why I'm getting this when prev. agent ASSURED ME he cancelled deliveries for 3 months. "You owe for the rentals blah balh" OK. I PAY FOR THE RENTALS AND BRING THE BALANCE TO $0. I'M STILL GETTING EMAILS SAYING I OWE THEM $50 AND THE WEBSITE TELLS ME TO PAY TO RESUME DELIVERIES. I DONT WANT DELIVERIES. ALSO WHILE THIS IS THE CASE I CANNOT CANCEL THEM MYSELFBusiness response
10/07/2024
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 experience.
I have adjusted the balance on the account to $0.00. I have also deactivated all future deliveries and placed your account on a will call basis. This means no deliveries unless you request one. You will only be billed for the rental of the cooler unless you order a water delivery.
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
10/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
It about:Ready Refresh We use its service several years. I do auto payment with it. Today (10/04/2024) when I checked my account invoice and delivery history, I found I have been charged $64.92 on 6/12/2024, without any delivery on that month. I called their service. I was told: 1, I will not be refund, because it’s over 30 days. Even everything showed on the history. 2, I can not stop auto pay and they will not do it. I can not even stop auto payment or delete credit card information. Now I want my money back with compensate , stop auto pay, and an apologize.Business response
10/04/2024
Dear ******,
I am responding to you regarding your complaint filed with the Better Business Bureau.
I have reviewed your billing on account **********. There were no charges on 6/12/24. Your recent payments are as follows:
5/16/24 $67.03 - for delivery on 5/15 (including cooler rental)
7/3/24 $2.11 for June cooler rental
8/3/24 $2.11 for July cooler rental
8/29/24 $67.03 for delivery on 8/28 (including cooler rental)
Autopay is required for all ReadyRefresh customer. I apologize for any inconvenience.
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
*************************Initial Complaint
10/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
We moved over two years ago and stopped our service with this company. I was alerted that I still owed $10, so I made a payment via credit card. I was promised that I would not be charged on a recurring basis. Nonetheless, I was charged again this month for service that I canceled two years ago. Customer service isn’t helpful and I’m left with cancelling my credit card but apparently charges will just pile up. Absolutely shameful way of operating.Business response
10/04/2024
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 error.
I have ensured that account number ********** is closed. I have adjusted the disputed charge, and your card 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.
Sincerely,
Darcy A***
Digital Communication Specialist
*************************
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Customer Complaints Summary
1,924 total complaints in the last 3 years.
208 complaints closed in the last 12 months.