• Report: #611694

Complaint Review: Sparkletts Aka DS Waters Of America, Inc.

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  • Submitted: Tue, June 08, 2010
  • Updated: Mon, June 28, 2010

  • Reported By: Linda — PHOENIX Arizona U.S.A.
Sparkletts Aka DS Waters Of America, Inc.
5660 New Northside Dr, Suite 500 Atlanta, Georgia United States of America

Sparkletts , DS Waters Of America, Inc. DS Waters, SierraSprings Over billing, Not delievering the correct amount. Not sending Bills Atlanta, Georgia

*UPDATE EX-employee responds: Tough Break...

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Sparkletts bought out O'Premium water.  Without giving a choice to the customer they continued to deliver water.  However, they didn't send out any bills or direction on how to pay them.  I stopped my monthly bill pay to O'Premium since they no longer was doing my water service.  A few months went buy and still no bill or a way to contact them.  Finally I received 1 post card saying my bill was extremely past due and they were cutting off my service.  The next day they came and took everything including 5 brand new bottles of water.  At least I finally had a number I could call.  I called them and told them I need my bill it has never been sent to me.  The lady emailed me my past bills.  I told her I wanted to speak to a manger to go over these bills because I am disputing charges on them.  My plan is to get 6 x 5Gal bottles of water every month.  Sparkletts was shorting me bottles of water, but still charging me the full amount.  They also charged me for a return fee, when they tried to bill a credit card that was canceled over a year ago.  I never authorized Sparkletts to charge anything.  Sparkletts ended up shorting me 18 bottles of water over 4 months of billing me.  Now they are charging me Termination Fees and Late charges.  I never had a contract with Sparkletts.  I called Sparkletts 6 times and have left messages to 3 different mangers.  Not to mention the manager that was suppose to be taking care of these accounts and looking at my dispute.  I left them all my cell phone number to call me back on.  I have received 0 call backs from mangers to try and get my bill straighten out so I can pay them and be done with Sparkletts.  I am not sure how to resolve this situation since I can't speak to the only people that can make changes to my account A MANGER..  I don't get paid if I don't do my job, I'm not sure why Sparkletts think that they can bill people for them not doing their jobs.

This report was posted on Ripoff Report on 06/08/2010 01:50 PM and is a permanent record located here: http://www.ripoffreport.com/r/Sparkletts-Aka-DS-Waters-Of-America-Inc/Atlanta-Georgia-30328/Sparkletts-DS-Waters-Of-America-Inc-DS-Waters-SierraSprings-Over-billing-Not-delieve-611694. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE EX-employee responds

Tough Break...

AUTHOR: MM - (United States of America)

I am an ex-employee of DS waters. I was a CSR and used to deal with these types of complaints daily. I read your report and thought that I could offer some insight or inside information... maybe it will help.

  Regarding the Sparkletts buy out: Once you stopped receiving the O'Premimum water and started taking the Sparkletts that is basically your "contract". Once you accept the product in your home and consumed it that is your "silent" agreement.  You lose leverage by stating that you never wanted the water... but had consumed it.     
*Tip* An excellent way to avoid this is to refuse any unwanted delivery, or call to have unwanted bottles  (must be SEALED bottles) picked up.

   Regarding your bill: They will basically tell you that they mailed out the invoices. They are not responsible for what happens to the mail once it leaves their hands. They may even tell you that the issue is with your post office... Either way the bottom line will be, that you knew there was a bill to be paid. You could have gone to the website, you could have asked your delivery representative... Since you failed to do these things on your end and Sparkletts has invoices generated in their system, they will not assume responsibility. After 90 days of non-payment Sparkletts will stop service. They picked up the bottles because they were not paid for. You can't be shorted out of something you haven't paid for. And how did you get on a plan without speaking to someone at the company?
*Tip* For anyone having issues receiving their bill... sign up for e-billing. You get the bill automatically emailed to you the first day its generated. No hassles, no waiting, no getting lost in the mail excuses.
  
   Regarding your "plan": You mentioned that you are on the 6X5 plan. For paying customers here's how the "shortage" happens. You get 6 bottles delivered once a month. What if you only put out 3 empty bottles at the end of the month? Your delivery rep probably left you with 3 bottles to replace the 3 he picked up. That would leave you with the 3 in your home and the 3 new ones equaling 6 bottles. You have to read the fine print on these plans. They can get a little tricky... It's obviously in Sparkletts best interest to get as much money out of the unsuspecting public... so you have to be proactive and be on your toes!
*Tip* If you want to get your 6 bottles delivered regardless of how many empty bottles left out, you will need to leave you RSR (delivery rep) a note, or speak to him directly... or even call in and a CSR will notate your account*

In conclusion, every account is subject to termination fees and charges. This is why it's so important to read that fine print. You have to go after them, call them,email them, bug them until they help. Remember, they are looking after themselves. Challenge them, have them find a contract. If they can't... challenge that, in your case (since you consumed some water) see if you can get the fee reduced since there is no written contract. Don't accept a "call back" put them on the spot, have them take care of it while you're on the phone. Threaten legal action or contacting the media if your issue isn't resolved in a fair and timely manner. Document EVERYTHING. Good Luck... hope this helps.
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