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Primo Water Corporation complaints

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4221 West Boy Scout Blvd., Suite 400
Tampa, FL 33607 | Get Directions

(844) 237-7466

http://www.primowater.com

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Total Amount in Dispute:
$507.00

Total Amount Settled:
$0.00

Complaint Experience

69%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to some complaints presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

13 complaints against Primo Water Corporation closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
8	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
4	Unanswered

13 complaints against Primo Water Corporation

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11/2/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $86.00 Amount Settled: $0.00

Customer Complaint

10/16/2023

I cancelled my account with the water delivery service because their service was horrible. and asked them to pick up the 12 five gallon bottles which had a $6.00 per bottle refund ($72.00 total). They agreed but did not retrieve the bottles. When I called they said they would not retrieve the bottles until the $84.00 was paid. I told them that after the $72.00 refund that there would only be $12.00 due which I would pay. They said the $84.00 must be paid first then a refund would be issued after the bottles were retrieved. I have tried for months to get the bottles retrieved so I do not trust this company to ever pick them up and refund me the $72.00. This company. That I dealt with for 5 years is horrible about delivering water, sometimes missing months due to unavailable drivers. Now they are hurting my credit score with this delinquent bill. Resolution Sought Retrieve the bottles and write off the difference due to inconvenience and aggravation.

Company Response

10/23/2023

10/23/2023 Consumer: Mr. Yarborough We sincerely apologize for any hardship or inconvenience we have caused you. We have confirmed with you that the pickup has been completed. The advised credits have been applied to the account and a refund has been processed to be sent as a check to your confirmed address. Please let us know if you need any further assistance. Regards, Primo Water North America

8/24/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $130.00 Amount Settled: $0.00

Customer Complaint

8/9/2023

In March of 2020 we moved and after 15 years decided to purchase a in home water machine. We had Sparklets for 14 years (which later became PRIMO) For 14 years we had water delivered to our home; so, we had been loyal customers. I called the company and told them we were cancelling. They "said" they closed the account. They came out and picked up the machine. And we never received another water from them. Meanwhile I had an intense surgery that required about 6 months of recovery. This matters as to WHY I wasn't paying attention to the fact they were Still billing US. Today is August 7, 2023. Primo company has sent me to collections and is asking me for a payment of $130 for something I did not do. The account was closed in the appropriate time. The company made the error, and I don't see why I am supposed to pay for their mistake? terrible company and Terrible customer service. Stay away from them. Resolution Sought I want the $130 overdue statement on the account taken off. I was wrongly charged for products I NEVER Received.

Company Response

8/11/2023

Date: August 11, 2023 Thank you for making us aware of these concerns that you have been having with your Primo Water bill. We sincerely apologize for the inconvenience. Upon further review, I see that the $135 charge was for the rental fees for two water dispensers that you had already returned. We have credited the entire bill, leaving your account at a $0 balance. Your account is closed with no future deliveries or charges to incur. If you have any further questions or concerns, please give me a call back or email me back here. Thank you for your patience as we worked to resolve this issue.

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