Report: #614849

Complaint Review: Ice Mountain Water

  • Submitted: Wed, June 16, 2010
  • Updated: Wed, June 16, 2010
  • Reported By: Kyla — Harvey Illinois United States of America
  • Ice Mountain Water
    PO Box 628 Wilkes Barre, PA 18703
    United States of America

Ice Mountain Water slogan should be, "Our customers are always wrong and they will never receive their slightest request or our appreciation" , Internet

Show customers why they should trust your business over your competitors...

I've only been a customer for maybe for about 5 months or so, and in that time I have had nothing but problems with Ice Mountain. I got the 3 five gallons delivery with the free water cooler. The first problem was the water cooler. It kept the water luke warm and we called in about on several different occasions. Each time we were told to mess with this screw or somethng in the back to adjust the temp, and each time it didn't work. So for a month I paid for water which we never used because it was warm. Finally, I got the best customer service lady and she reimbursed me for the 1 five gallon jug and sent a new cooler that actullay worked. She even stated that she had saw I called in several times about the cooler and she was just going to replace it without me having to say a word. *side note* {Shortly after that my credit card that they had on file was stolen and I called in and gave them the new info. Temporary bedrest has made me have to change my billing payment arrangements. So I now have to pay via credit card for every one of my bills. Which means I have to assign certain bills to certain cards.} Then a month or two later I called in wanting to increase my delivery for 3 to 4 five gallon bottles, and they said I would get it on my next delivery. Delivery came and I still only got 3 bottles. I was advised by a friend to call in and make sure Ice Mountain only charged me for the 3 bottles and not 4. At first I wasn't, but I need to to change the credit card they had on file to keep my bills and accounts in order. The customer service lady told me I was only charged for 3 and took my information on the new card. Today I get a call from my bank saying I am overdrafted which is impossible. They tell me that Ice mountain charged my account....the account I told them to no longer charge. So I call Ice mountian and they are very rude to say the least. Pretty much she told me I have never called in to change my credit card information, ever, except the one time to change my expiration date. Then she said I never called in to ask for a fourth bottle and never called in to coplaint about not getting the fourth bottle. So I told her I called in to change my info when my card was stolen, and I called in again to change my info whenever it was that I called in to see if I was charged for the fourth bottle I never got. Her tone got a little nasty as she repeatedly told me I never called in for the fourth bottle. Then she saw I did in the middle of her rant, but still said I never called in after that time. So I never changed my card information and that phone calls are automatically logged when a customer calls in. I asked her why would a customer not call in if they never received what they asked for, and she continued to tell me that I never called. Then she put me on hold to speak with her supervisor. She came back with the offer to put the money back on my bank card and charge the new card the amount. Now how the hell is that supposed to help with the overdraft fee? I was going to cancel my service, but she reminded me that if I cancel I would owe them $100 for early cancellation. Usually I would cancel anyway but I cant afford to right now. So pretty much this company sucks and if you do business with them record everything you do with and say to these people.


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