ComplaintsforAbsopure Water Company

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Delivery of several large bottles of water to the wrong address. Had to go get them ourself (bad back). They still have not picked up of over 17 large empty bottles, still sitting on my front porch. The *** is getting ready to fine us

  

  Business response

  11/05/2024

  Hi ***,
  
  Thank you for bringing this to our attention, and we apologize for the experience youve had. We know our customer ********************** team has been in touch to address your concerns and your empty bottles were collected.
  
  Your feedback is important to us as we strive to improve our service. If you have any other needs or concerns, please don't hesitate to call us at ************** or email *************************************************************************.
  
  Once again, we apologize for the experience and appreciate your patience and understanding.
  
  Thank you,
  The Absopure Team

• Initial Complaint

  09/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a new customer that was delivered a crock plus four water bottles on August 15th. The crock leaked ALL over the floor overnight which was not a surprise since the driver was aware of the issue and said give it a try. Pulled off the paint on the base board. Was provided another crock and that leaked ALL over the place shortly after. I cancelled service before my 30 days was even complete. I'm being given the run around constantly saying insurance will contact me but nothing and I didn't even have a full month service so I want a FULL REFUND PLUS DAMAGES TO THIS HOUSE. I have spoken to multiple service people and a manager ***. How do I get compensation for this nightmare? I would never ever recommend anyone ask for water delivery from this company ever!

  Customer response

  09/23/2024

  From: LiveChat <********************************************************************>
  Sent: Friday, September 20, 2024 12:43 PM
  To: Info <******************************************************************************************************************>
  Subject: New offline message [LC #********.SKN47E3G0A]

   

  Your name: ******* ******
  E-mail: ****************************************************************
  Subject: 22309038
  Message: ****, Director of Sales I believe from the company reached out to me today. Was very engaged in the convo and resolving outstanding problem. I'm feeling much better now that someone has taken over the case to help resolve all these issues. I didn't know how to update my complaint but **** provided an insurance claim number for me today and spoke about some options. I have faith that **** is the man to handle this problem. Thank you-*******

   

• Initial Complaint

  09/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called Absopure to come retrieve a water cooler that I was no longer using and it was a few weeks when they picked it up. So I called them when it was picked up and asked for a payment plan customer ********************** informed me someone would call .. They called I asked for a payment plan they gave me one and I cant afford to pay that amount and the representative told me that if I didnt pay that amount they would send to collections to be put on my credit and all Im requesting is a smaller amount until the bill is paid..

  

  Business response

  09/25/2024

  Hi ****, thank you for reaching out. We understand you spoke with one of our customer ********************** managers, who communicated our standard minimum payment suggestion and how we would work with you to resolve this issue. If there is anything else you need, please email us at *************************************************************************.

  Thanks,

  The Absopure Team

• Initial Complaint

  06/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My account was sent to collections for a balance that was PAID on March 20, 2024

  

  Business response

  07/15/2024

  We investigated the account history.  The customer ended ********************** on 8/18/23.  The account was turned over to collections for the past due balance of $371 on 2/23/24. Our records show the account was paid in full on 3/17/24 from a credit card payment.  The collection agency has confirmed that they have closed the file, and that nothing was reported to a credit bureau.  As part of the investigation and analysis of the timeline we have also issed a credit to the customers credit card for $42.30 for equipment rental charged after the account was turned over to collections. If there are any additional questions, please don't hesitate to contact us.

  Absopure Water Company

  Customer response

  07/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been paying for water delivery and renting a water dispenser from Absopure for a year. It is almost impossible to get a hold of customer ********************** and in recent months it has gotten worse. My wife and I have spent nearly a total of 20+ hours calling and waiting to connect to a representative and in most instances the call drops. In February 2024, we moved and had been calling for a month and not getting a hold of someone to transfer service. We finally got a hold of someone and my wife gave our new address and requested only one, five gallon delivery. We had also requested a refund for a delivery made to the old address since their old phone number was no longer in service. That never happened. Our next delivery we received four, five gallon waters, which was not our request and were charged for it. For the past 2 weeks we have been calling and not able to get a hold of anyone to try to cancel service all together because we received a $61 charge but no water delivery at all. The customer ********************** of ********************** has been a nightmare.

  

  Business response

  04/25/2024

  Hi *******, we apologize for any inconvenience this may have caused. Thank you for reaching out and bringing this to our attention. Our records indicate that we received only one call in February regarding the change of address. We are concerned there might be a mix-up with the phone number. One of our customer ********************** managers has followed up to learn more and has left you a few voicemails. Please return our call at ************ and ask for **** or **** at your earliest convenience so our team can make this right.

   

  Thank you,

  The Absopure Team

• Initial Complaint

  09/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I requested the delivery of dispensing water cooler plus 5 gallon spring water. I was told the delivery date of Friday, September 8, 2023. I asked that I receive a phone call in advance of the delivery and was told I would be called an hour in advance of the delivery. I was told to call Thursday, September 7 after 3:30 pm. I called Thursday and was told to call back Friday morning. I called Friday morning and was told I would receive a call back with the time. At about 10:20 am I called again and was told the manager would call me back. About 12:15pm I received a call that delivery would be made between 2 and 5 pm. I asked that the instructions to call me an hour ahead of the delivery and was reassured that I would receive a phone call. I called around 3:15 as I had not received a call and I was told I would get a phone call. I was running errands and was finishing up my move to *******, **. I arrived home at 3:20 and there on my 2nd floor landing at my apartment door was the boxed cooler and 3 five gallon bottles of spring water. I called Absopure ************ and was told to install it myself. I am 71 years old and was told to move these heavy items. I told the representative I didnt appreciate the lack of the hour in advance phone call and I no longer wished to have the service. I told them to dispatch someone to pick up the cooler and the 3 five gallon bottles. I advised I did not expect to be charged. I was reassured I would not be charged and the system would be picked up Monday. Monday is here and it is the end of the business day and no one has stopped to pick it up. I have made two phone calls and was reassured the system would be picked up today and the drivers will definitely show up. It is 6:53 pm, no one has arrived.

  

  Business response

  09/18/2023

  Thank you for bringing this to our attention. We are so sorry that your experience with our company did not meet your expectations. Since a two-hour time frame was provided after your request, an assumption was made that you no longer needed the call one hour before. From my understanding, the items have since been picked up. Customer satisfaction is our top priority, and we are truly sorry for this misunderstanding and your experience. We would love the opportunity to regain your trust, but we also understand how frustrated you may be. If there's anything we can do further, please let us know.

  The Absopure Team

  Customer response

  09/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  05/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am an Absopure customer through my ****** membership.My monthly bills are on auto-pay on my ****** Citi Card.Since at least April of 2022, and possibly longer, we have only received emailed statements on a sporadic basis. Statements quit arriving in April of 2022 and I called Absopure in Plymouth multiple times.In June of 2022, I had been provided with the name of a man who was supposed to be in charge of the billing department. I left voice messages for him on June 21, 2022 and June 22, 2022. After no response, I sent an email to ******************************** on August 2, 2022. After no response was received to that email, I called and spoke with ******* in their *************** on August 5, 2022. At some point during my Apsopure calls, I learned that Absopure sends statements to their ****** customers on a different schedule than their regular customers. Regular customers receive statements at the end of each month. ****** members receive statements every 4th Sunday. This did seem to track correctly with the dates on the statements we did receive.Following the conversation with ******* in August of 2022, statements began arriving regularly - until March of 2023. We had to call their *************** for the February 19th statement. That was sent promptly. We then received the March 19th statement without having to ask. The April statement has not arrived and ****, the Customer ********************** Center Manager is once again telling us that we only should receive statements at the end of each calendar month. This is contrary to the pattern of statements we automatically received. Also, after speaking with **** about the problem on April 25th, we waited until May 3rd to receive a statement that did not arrive.The people who deliver our water do a wonderful job and have even tried to help with our billing problems. Absopure is being paid automatically each month. We should expect the courtesy of monthly statements to show itemization of all charges.This is terrible service.

  

  Business response

  05/08/2023

  We are very sorry for the experience that ********************* has had with Absopure's electronic billing statements.  Our manager of customer billing has called and spoken to her, took note of her experiences, and where we can do better.

   

  Customer response

  05/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********.

  I had a long conversation with ******* at Absopure yesterday. He was attentive to my concerns and indicated that they were aware of the problem I have because they have heard about this problem from others. He explained that their bulk statement mailings are being bounced back to them by many large e-mail providers and that they have to work harder on a resolution from their IT team to handle this.

  He was also a bit surprised about the amount of incorrect info I had been given by their various customer ********************** reps who were well-intentioned but not correct in their responses. The fact that I was able to tell him the accurate things I had been told by various reps, that were then described as incorrect by reps I spoke with on later dates was of concern to him. After filing my initial complaint with the BBB, I dug further into my notes and found this problem has been ongoing for more than 2 years. I did tell him that fact. This simply shows that the history of my contacts with Absopure is not over a course of days, weeks, or months. This is a very long history of dealing with a recurring problem. 
  ******* gave me hope that this complaint will reach those people at Absopure who can resolve the problem rather than those who are only able to put bandages over the wound that will not heal.

  This problem is not yet resolved completely.

  Regards,

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

• Initial Complaint

  01/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Delivery date changed without notice or very little notice via text. I was on vacation when bottles were left at my doorstep. This is a concern to indicate that I am not home. The bottles froze in the winter weather for several days. Very little notice was given. I planned my vacation around the original delivery date. It happened again in January when the date was moved up a day without notice. This is a reoccuring issue and no one from delivery or ownership calls me back about it.

  

  Business response

  01/23/2023

  We are very sorry for the experience ********************** has had.  The area service manager for ********************** called and left a message on Friday, January 20th. Just in case that voicemail didn't come through clear, the service manager's name is *********************************, and his direct line is ************.

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 3, 2022 I noticed a large puddle of water on my living room/kitchen floor coming from the baseboard of an attached wall to the next apartment/villa. I called my neighbor in that apartment/villa and she said an entire bottle of water from AbsoPure Company (******** address) had completely emptied and had gone under the baseboard of our attached wall. The water puddle extended 10 feet into my room and soaked a portion of my rug. She notified AbsoPure and I was instructed to get an estimate for my rug, which I did and sent by text to the person who said his name was *******. He told me a check would be issued but it is now October 5 and I have not received any check and have made numerous phone calls and left numerous messages to AbsoPure but get not response. After one phone call ******* left me a voicemail message on September 27 that said a check was erroneously mailed to his office but they were mailing it to me but I still have not received it and get no one to speak to at their phone number and no return calls. I want the compensation promised me. It was through no fault of my own, Im not even a customer of their **********************, but they damaged my rug and I feel they should pay for it.

  

  Business response

  10/14/2022

  We are very sorry for the experience you've had.  The check was issued on September 15, and mailed to our ********, ** offices as described.  Our ******** team quickly got the check into an envelope addressed to you and sent it.  If you have not received it by now (it's October 14th as this is typed), please call our customer ********************** line: ************, and ask for **** or ****.  Both are managers, and familiar with the situation.

  Thank you,

  Absopure Water Company

  Customer response

  10/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  01/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have water delivery from them in glass bottles. They did not deliver in December and then delivered in January. I was not home the glass bottles were left outside. They froze and now I am afraid of them exploding and having glass everywhere that could injure my children or animals. Which would cause me to pursue further action

  

  Business response

  01/20/2022

  We're very sorry that the bottles froze.  We have called and left messages for Mrs. *********** twice to arrange for an exchange of these bottles.  We are planning on visiting Friday, January 21st to exchange them.  If that will not work out, please call our customer ********************** department at ************ and ask for ****, the customer ********************** manager.  She is aware of this exchange request.

  Thank you.

  Absopure Water

*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. ↩