Ice Mountain Water customer treated poorly Chicago Illinois

I deffinetly understand how you feel about customer service, I feel the same way often. However, I would just like it to be known that our calls are monitored, and we can face termination for doing anything other than the clear policy.

If you can give me your account number, I'd like to check in our database to see the history of what we've charged you in regards to late fees. If what you claim is infact correct, I'd like to edit my post to say so, and issue an apology. If we did infact follow our policy, I would also like that to be known.

I do understand your situation and frustration, I'd just like our company to have a fair representation backed up by facts on both ends.

Thanks

Ice Mountain can say what they want to, but it happened as I said in 2006. Maybe things have changed today, but I wouldn't have written this report if I hadn't been outraged then.

I've noticed that, today, it has become a common corporate practice for a company to do one thing and say another. Customer service is in the trash bin. Fortunately, we can still present our views and be heard. Of course Ice Mountain is going to deny their unfair practices. But if they have changed their former unfair fee practices to what they now claim, then my report made a difference for the better.

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

While very few details are given in the above post, I would like to reply with our late fee policy. Upon closure of an account, normal late fee policy does apply. Here are the incriments at which we apply late fees:

55 days past due, 85 days past due, and 115 days past due.

Therefore, it is impossible that this customer incurred over $50 in fees only 60 days after closing the account. In fact, since every late fee is $15, it would be impossible for an account to incur $50 in late fees before being sent to a collections agency. An account is sent after being 130 days past due, only leaving room for 3 consecutive late fees (totalling $45) to be charged. And again, this customer stated it was a mere 60 days past due.

-Customer Service Specialist, Ice Mountain Water