Sierra Springs DS Services Terrible customer service, does not follow through with what they say they will do Lubbock TX

We used Sierra Springs in our Amarillo and Lubbock offices. We never had issues with our Amarillo service, but the Lubbock service was sporadic and unreliable. After several months of these issues, we decided to cancel our service in early May, 2016, and switch companies. We scheduled for our cooler/bottles to be picked up on May 11th. That date came and went with no representative from Sierra Springs coming by. I called and explained that we still had a cooler and bottles to be picked up and it was rescheduled for June 8th. Again, no one came. We continued to receive invoices stating that we were being charged for the cooler and a paper invoice fee. Once again, I called on August 3rd and explained the situation. (Every time I call, I am placed on hold for approximately 10 minutes, transferred and placed on hold for several more minutes, taking up quite a bit of time). I was told that our account would be credited and that they would contact the route manager for pickup of the cooler/bottles.

It was scheduled (for the 3rd time) to be picked up on August 5th. Once again, no one came. On August 25th we received another invoice that not only did NOT show our account credited, as the previous representative spoken with on the phone indicated, it showed ANOTHER charge for the cooler and ANOTHER charge for the paper invoice fee. I called again, this time I was on the phone for 51 minutes. I requested to speak with a manager and was sent to the escalations department. He told me that our account was accidentally put on hold rather than canceled, but assured me that it would indeed be canceled this time, our account credited, and that someone would pick up the cooler and bottles either that day or the next. On Friday, August 26th, a representative came by the office (no one was there to receive him). Rather than pick up the cooler, he DROPPED OFF TWO MORE FULL BOTTLES OF WATER! This company is full of incompetent employees, but we can not be rid of them no matter how hard we try.  We are now being forced to try and resolve this issue with the help of the Better Buiness Bureau.