Ice Mountain Water Company cannot provide service -- Charges me for it Wilkes Barre Internet

I am a Customer Service Specialist at Ice Mountain Water, a subsidary of Nestle Waters North America.

First, I would like correct the original poster, as the Early Termination Fee is $100, not $125. And also a suggestion to the poster, if your records show you were charged for that extra $25, give us a call back because you may have been charged in error. The fee for early cancellation is $100, never more.

The only time we have our customer under contract is when they will be receiving special pricing and/or free cooler rental. In this case, the customer was receiving free rental on a cooler, which is evident by the $100 cancellation fee (the fee is only $50 when no cooler is involved.) The customer would have also been receiving discounted prices per 5 or 3-gallon bottle of water, but those savings and that point is almost mute. When the customer signs up for what we call the "Pure Savings Plan," they are required to agree to all terms and conditions of service. If they sign up over the phone, they are read the contract and have to agree to all conditions before we will service them. If they sign up online, they are required to read the "Terms and Conditions" scroll box.

The reason for there being an early cancellation fee is this: Our normal monthly cooler rental charge is $15.99/month, or $21.99/month for our stainless steel model. So, assuming the customer had just the standard model for the 7 months they stated, they would have actually paid $111.93 in total just for cooler rental.

In a situation such as this, where the customer is moving to an area we do not service, we offer another solution: we offer to let the customer pay for the months of rent we did not charge them for while under contract, instead of the cancellation fee. In this case, that amount would have been more than the cancellation fee, therefore the cancellation fee was the best choice (again, the customer will have to contact us if she was infact charged $125, because the fee is strictly $100, never more.)

As a company, we are unable to waive cancellation fees for those who move out of a service area, because that would begin a trend of people cancelling service for various reasons and stating they've moved out of delivery area to avoid the fee.

Responding to online posts are by no means part of my job description, and honestly, it may even be something the company would frown upon. However, I do feel our company deserves a fair and accurate representation.

Thanks for reading and I'm sorry we were not able to resolve your issue in the way you would have prefered. Again, please do give us a call if you were infact charged $125.00 instead of $100.

-Customer Service Specialist, Nestle Waters North America