Primo Water

One star is about 5 too many for Primo.
Ever since Primo took over ReadyRefresh, I have had NOTHING but issues, problems, headaches, and drama. In over a year, ONE delivery went as scheduled.
When Primo first took over, because they chose to cut most of the ReadyRefresh staff, including delivery drivers, deliveries were delayed and rescheduled without any notification; you wouldn't know until the end of the day of the promised day that it wouldn't come.
Then there was the impossibility of reaching customer service.

They hid the ReadyRefresh customer service number in favor of their own (which is understandable, since it is now Primo), and you could not get ahold of ANYONE. There was no online customer service through Primo. You could never get a representative through chat.
You couldn't reach anyone by phone. I finally figured out if I called the READYREFRESH lines I was able to get someone.
Then there were billing issues because the dispenser fee got separated from the water and delivery fees, which caused problems because I never knew when I'd have my debit card hit and am on a tight budget.

So deliveries would be canceled without notification, even though the day of the delivery it would say they'd deliver.
The ReadyRefresh driver I had was THE BEST. He was always happy, polite, would offer help in getting the bottles to the right place if you were elderly or had a disability, gave advice on how to keep things running smoothly. These Primo drivers are ~think: donkeys~.
In the past, I had 5 bottles waiting outside my door -- they never even picked them up. I had to chase down the driver to get them picked up.

I asked a different Primo driver if he could just put the bottles just past my door inside because I had just had surgery and couldn't lift them, and they couldn't stay outside my already limited area outside my apartment door. This guy was pissed because it meant he had to put his phone conversation on hold for ten seconds. He was actually MAD... Seriously?
I have had more promotions on my account than you'd find at Walmart for Christmas.

Finally, I had enough. No promotion or retention offer could keep me after my dispenser was being replaced and the original dispenser picked up and the degenerate driver didn't even make contact to pick up the old dispenser.
He was supposed to deliver 6 bottles, but delivered four. He initially had the 6 being delivered until I said that I had photos and video proving otherwise. Leaving the dispenser outside my door with the wrong number of bottles being delivered, not even knocking on the door or ringing the Google Nest Video Doorbell to let me know it was there, no attempt at retrieving the other dispenser...

that was it.
It was the final nail in the coffin.
They wanted to deliver the other bottles a week later, as if my life revolves around waiting for Primo. No! That only made me more angry, and I told them I had other obligations, and they had to pick everything up the next day or I'd dispose of them.
Then they wanted to charge me a "reconditioning fee" for the dispenser. HAH!
I told them because I am canceling for more than enough reasons I would dispute it if they even tried to charge me the fee.

So she waived it.
Avoid this company at all costs.
Preferred solution (updated):
1) Primo to reimburse all funds owed immediately,
2) Primo provide a letter on company letterhead stating:
(a) no debts are owed and all obligations satisfied --AND--
(b) (1) Primo to provide a PRECISE, GUARANTEED, two-hour window for their arrival to pick up their equipment including both dispensers, the five empty bottles, and five full bottles of water --AND-- (2) They are NOT IN ANY WAY, SIZE, SHAPE, OR FORM allowed to empty on the property; where they do so is up to them, but it is not to be on neither the property nor street where I live --AND-- (3) If this time period is missed, then I shall have the authority, discretion, and right to dispose of all of said equipment without penalty or assignment and they, and any future assigns, shall waive all reimbursement, now and forever, OR (4) letter in writing stating that I have the authority and ability to dispose of the equipment should they not wish to come retrieve it , --AND--. (5) It be understood that I live in an apartment building. I cannot leave equipment in the common areas obstructing walkways or access points of other tenants or creating a potential hazard; additionally, I cannot be responsible for property that is not within my sole control, to wit, within my apartment.

If Primo wishes this to be left in an unsecure area, then they must agree to waive my responsibility for the equipment's return and condition thereof.
Primo shall have SEVEN business days to accept, decline, or offer another remedy. If no remedy is received within that time, or if they fail to honor such agreement, it shall be deemed an acceptance of my terms listed above.

To whom it may concern,

I am writing in response to your recent communications. Please be advised that I no longer reside at the address you may have on file, nor am I a resident within your jurisdiction.

Without acknowledging any liability or debt, I hereby formally request that all future communications, including any legal notices or inquiries, be directed exclusively in writing to my current address in Mexico:

Calle Odnalor 95

El Naranjo, C.P. 96349

Minatitlán, Veracruz

Mexico

Furthermore, I request that you and any agents, representatives, or third-party collection agencies acting on your behalf immediately cease all other forms of contact, including telephone calls, electronic messages, or attempts to contact me through any other means.

For clarification purposes only, there appear to be two accounts associated with your records:

- One account reflects a billing address of 1325 65th Street, Sacramento, with a delivery address of 2137 Iron Point Road, Unit 5210, Folsom, California 95630 (water service).

- A second account reflects both billing and delivery at 2137 Iron Point Road, Unit 5210, Folsom, California 95630 under the name Christian Hunter.

Regarding any equipment referenced, please note that I previously communicated via email in December concerning this matter. I was leaving my apartment and going to Mexico. At that time, no action was taken to recover the items, and they were effectively abandoned.

Should you intend to pursue recovery or require further information, please direct all correspondence to my address in Mexico listed above.

Any further action must comply with applicable international protocols, including those established under the Hague Convention, as well as all relevant laws governing cross-border communications and service of documents.

This correspondence is sent without prejudice and does not constitute an acknowledgment of any obligation.

Sincerely,

Christian Hunter

Why charge a delivery fee if you are going to *** up a delivery every single time?

1) Delivery is never on time.

2) The delivery drivers either don't read the delivery instructions or don't understand them, or they simply choose to ignore them.

3) Delivery drivers formally report items as being delivered when, in reality, they are not.

I have called and complained about the above issues multiple times. The representatives simply 'take a message,' which then probably goes to die in some unknown graveyard. Every delivery is a problem, and I have to call and follow up multiple times for one delivery to happen.

Why is it so difficult for them to fix this problem when multiple customers are complaining about the same issue? Why do I need to stress and call and follow up multiple times to get every single delivery in spite of specific delivery instructions being in place and paying top dollar for the product?

If you cannot guarantee timely delivery or delivery by professionals who can read, comprehend, and follow directions, then stop charging delivery fees on every order!!!

An extremely dissatisfied, angry, and stressed-out customer.

Rita Goradia, MD

Dear Primo Brands Corporate Office,

I am writing to express my profound frustration and dissatisfaction with the abysmal service I have received over the past three months. As a long-standing account holder who pays diligently via autopay, I am appalled at the blatant disregard for timely delivery and the complete lack of resolution.

For three consecutive months, my water deliveries have been delayed.

This month is the most egregious example. The scheduled delivery for February 2nd did not arrive. I was assured by a supervisor that someone would contact me for a status update for it there was an earlier delivery date available. No one ever called me back.

I received a notification that my water would arrive on the 7thnothing. Another notification promised delivery on the 9thagain, nothing. Today, on the 9th, I receive yet another notice that my delivery is now pushed to the 11th. This is completely unacceptable.

Despite speaking to two customer service representatives and one supervisor, no one has provided a solution.

The best response I received today was that the delivery route wasnt running. No proactive communication, no accountability, and no timeline I can trust.

I demand an immediate resolution.

This is not simply an inconvenience; it is a complete breakdown of service. I expect the water delivered immediately, compensation for this outrageous delay, and a formal assurance that this gross negligence will not occur again.

If no action is taken promptly, I will escalate my concerns beyond this letter.

Sincerely,

Melissa Johnson

301-602-****