I canceled my account with deep rock water months ago. Yet, they still try collect money for services.

How do I get hold of someone in this company and have a real conversation about my water dispenser and my bottles that have been sitting on my front porch for two weeks now after your promise pick up. This is beyond frustrating and the new owner shouldn't have to deal with this situation. I would appreciate a contact and a resolution to get the bottles picked up immediately I can supply the information when you call my cell phone. read more

It's my worst experience working with a company!!!! If you registered with this company, you need to pay attention on how many bottles they sent you! Pay attention on your invoices! Customer service was so bad handling you!!!! Customer service is absolutely AWFUL!!! So glad we don't have to deal with Deep Rock anymore!!!!!!!! It's my worst nightmare!!!!! read more

Would give them zero stars if I could. We got these guys while at Costco last year, we have water offered in our office and had been picking it up ourselves so we were easily sold on the idea of delivery. They never showed up on time (or even on the right day) which seems to be the huge complaint from everyone here. My biggest issue with this company is trying to change your delivery frequency or amount is like wrangling cats. I had called to lower the amount of water we were receiving (as we already had 5 gallons stored) and update our card on file. I figured all was well and did not receive any more deliveries, once I was out of the 5 gallons I was concerned that they had not delivered in a while, we received a business card from someone at their office in our mailbox but no letter or voicemails (how was I supposed to know a business card meant there was a problem with our account?!). I just called them and they have SENT OUR ACCOUNT TO COLLECTIONS even though I had updated our cc info and everything. BEWARE OF THIS COMPANY!!! THEY WILL SEND YOU TO COLLECTIONS WITHOUT EVEN NOTIFYING YOU ANYTHING IS WRONG. I will be going to Costco with this issue in hopes they will not endorse them further. read more

I got to say that I hate burning this place. The water is great, the delivery drivers were nice. However I would not recommend this place to anyone who needs a reliable delivery service. The customer service is HORRIBLE!!!!! I had their service delivered for over 5 years. When it was run local, things were great. Now they are owned by DS Waters, I think out of Atlanta Georgia. Over the last year, I get the regular automated calls with my delivery date. The calendar they sent out matched with the calls. They deliveries started to come 2-3 days late. I never got a courtesy call with a delay explanation. Several calls to their call center. They always would say, " I see you were scheduled for today, it should be there tomorrow." Sometime it was, sometimes it wasn't. We depend on our water for baby formula. I even added a backup 5 gallon bottle. It seem that Atlanta has absolutely ZERO communication with Denver! Sure they have given me a bottle credit here and there. But the principal is that I pay for a delivery service, but they can't deliver. The last straw was the end of April. I had enough water to last for my 4/23 delivery. I got home 4/23 and no water. On 4/24 I got home and no delivery,imagine that!. So I called that night to cancel service. They apologized and offered credits, even a free month. I was just done!! So they said they would cancel it, no problem right? WRONG They told me to leave my 5 empty bottles out, and someone would be by next week to get my empties. I wanted my $6 a bottle deposit back. Guess what, I got home 4/25 AND THEY DELIVERED WATER,WTF!!!!! Another call to Atlanta and they finally picked up the water the following week. I thought I had it all done. NOPE!!! Just got billed for the water I did not order and they picked up. I just called today and they said they would credit me the water. We shall see...... Moral of my little review, we loved the water. So if you buy bottles at your local Colorado store, enjoy. To order their delivery service, BUYER BEWARE!!!! We switched to another water company that has a Colorado artesian spring. They have all their operations here in Colorado. Support local when you can. Good luck in you water search! read more

STAY AWAY, far far away from this outfit. I am on hold as usual; and have plenty of time to write a review. I had a cooler delivered to a new location but it didn't work I waited 2 months for them to pick it up and another 3 weeks for them to bring me a replacement guess what....it doesn't work either! Don't they test their own equipment? This is ridiculous. If they bother picking up the phone I am going to cancel my service. I have been using their service for over 10 years and am shocked at this awful customer service. read more

I became a customer of this company in obtaining their premier water product in glass bottles and had a very difficult time establishing service. First, they sent me a total of 3 broken water coolers. Second, the driver would never respect the DO NOT DISTURB sign on my door and would knock which the sign was there for a reason. I would call to set up times for service and they would come a day early or late and so I would not have my empty containers for them to take and they kept piling up and I don't have room to store them and water in my unit. What was worse was that when I terminated service I was literally on the phone with an agent to settle up and pay any outstanding balance. Over 4 months later! I never received a bill by email or through my physical address for any balance! I got a call from "collections" and an email then! and it said I had a balance due. This balance included 4 late fee charges of $10 and an interest charge. The bill was for $65 of which $45 was from late fees and interest! This is ridiculous! I spent 2 hours of my valuable time calling back and forth to Deep Rock/Primo to ask them to represent themselves and they just kept deflecting that I had to talk to the "collections" company! I call the collections company and they say they can order the invoices but that I am calling the collections company and that they cannot do anything to make any changes to the account and to call Deep Rock. So I call them back and they say I have to talk to the collections company. Nobody should have to go through this. I am not going to pay for 4 months of late fees and interest charges on a balance that I was told was paid in full and I never got a bill. The customer service representative stated when I spoke with them that the delivery method they have in their system states NONE and that this would mean indeed that I did not get a bill by email or address. Then how did they decide to send me a bill for "collections" to my email address but never a balance due bill? They saw on the bill the necessary credits for this and that that needed to be made for container deposits etc. Would you not want to make sure that if you were going to have to deal with a collections company that you are going to be thorough and get this taken care of, yes! I resent that I paid this company for products, and their premier $15 a bottle at that and that I know how to have a conference call with my time with a collections agent at a company not Deep Rock and that Deep Rock distributed by Primo Water is not taking personal responsibility for their poor management of my account and instead of asking me to spend my time defending the balance I feel is bar far inflated due to late charges and interests if not 100% bogus, to begin with. Notes were on my account that showed that the last agent I talked to when I closed the account made the necessary credits and my balance was brought to $0. Why do I need to chase this resolution? Why could not they? Avoid this service entirely! There is a reason this company has 1 star and no human being should be taken advantage of this and be placed in collections for a bill they did not know they had where the majority of it is late charges for that bill. They did not even provide me a COURTESY CALL in this process from their billing department! Unreal!!!!! read more

These 1 stars aren't fake! 3 yrs later after thinking I closed my account and moved out of state, I notice that my credit score went down and I have a collection from DS Services aka Sierra Springs and/or Deep Rock. After so many repeated attempts to cancel services before I left in 2016 and get them to pick up empty bottles that I didn't want because I was moving out of state, was ridiculous. No one ever showed to pick up empty bottles, and in fact delivered more. They turn me over to collection when I know I paid everything and closed my account out. Now I have to pay them or be charged interest for the rest of my life over fake charges! There is no way I can go back and dispute this with Deep rock now, nor do I have records from 3 yrs ago. Costco I believe is how I got connected with them, if that is true they should be ashamed! read more

Well we decided to give Deep Rock an opportunity to get back on track with their deliveries after 5 months of frustrating unreliability. So this month we finally received a scheduled delivery on the scheduled date...woo-hoo! I am still a little skeptical about whether this return to reliable service will continue in the months ahead, so I couldn't give 5 stars yet, but we are hopeful! read more

Absolutely the Worst company I have ever dealt with. Cancelled them because of multiple missed deliveries. Then nightmare trying to deal with their billing department. Had the issues resolved after spending well beyond an hour with customer service only to have the same issue appear the next month. When I called to resolve the issue, they had no record of previous conversations. Rep couldn't help me , had to transfer me to a higher level of customer care. I had to hang up after being on hold for 50 minutes. What a miserable way to treat people who were trying to give them business. Don't waste your time. Just look at all the 1 star reviews... read more

this company deserves zero star when it comes to customer service 1. they don't use local reps to service your needs. all are handled by mega call center that's located in la la land that manages many water brands to save money. please stay with Eldorado or other locally owned companies. 2. customer service rep from main center communicates to local center thru email for urgent needs. I have asked for local phone numbers to talk to them about disengaged service but they wouldn't give it out. 3. when something goes wrong, they have problem relaying it to next person or no one bothers to check back with you. I rent several water cooler and few of them had problem and took average of one month to get it replaced. 4. no matter what time of the day or what days of the week, they are always busy. I have opted to do call back option after being on hold for more than 30 minutes. sometimes, they call back 4 hours later. price is bit better, have better promotion but when you need help with their customer service, better brace yourself. bad bad company and definitely not a local company anymore. read more

Upon signing the contract, service was to begin within 2 weeks and was to be serviced every 2 weeks. What actually happened was service began almost 3 months after signing the contract and then service was every 4 weeks. The servicing of my account went downhill from there to the point of going over 2 months before being serviced and then the guy left the water on the road at the top of my 300 foot driveway. I cancelled my service last night. read more

I thank the company so far! Day 1 of my setup schedule for installing the machine was successful! I was worried about all these negative reviews but it didn't happen to me. I'm going to check it out for a few months and come back for new feedback. Stay tuned! read more

This company is the WORST! If I could give them a negative 5 stars I would. Water delivery is inconsistent and unreliable. Sometime I get one bottle other times 8; my order is for 2 bottles. Half the time the delivery person leaves the empty bottles on my porch - doesn't take them away when he delivers. i had to replace my water dispense over 2 months ago and the old one is still sitting on my porch. It was supposed to be taken away when the new one was delivered but the delivery person just left it there. I've been trying to get it picked up for 2 months. I've made over a dozen calls, and after waiting on hold for over an hour I speak with a customer service rep who schedules the pick up, promises it will happen but it never does. I've emailed and no one ever responds. I hope this company goes out of business. read more

Absolutely the worst service I have ever experienced. 4 no shows, no return phone calls. what a complete waste of time. Short staffed so you never know when your water will be picked up or delivered. Stay away. All the one star reviews speak for themselves. They also go under the name Primo water. Don't be fooled. read more

Worst delivery service ever. About 40% of the time over two years, they don't show up at all, customer service apologizes and promises a forthcoming text or call from the driver with an ETA, but we have never received any communication. They promise to contact us to reschedule, but have never had that happen either- always have had to just wait until the following scheduled delivery. They switched us from every 2 weeks to once per month- so that's waiting two months between deliveries. Ridiculous. read more

Worst service I've ever experienced in my life. They have NEVER called before a drop-off or pick-up despite my countless requests to do so. They've canceled deliveries out of nowhere with no notification. I've attempted to set up auto delivery/pick-up online, but heard and received NOTHING. I've finally decided to cancel the service, and trying to schedule this pick-up has been a nightmare. I've now asked if I can just drop off the dispenser and bottles myself and am awaiting a call with a location to drop them off. I cannot wait to be done with this business for good. read more

Please read. This company cannot deliver water on a consistent basis. I've had service for about eight months. In those eight months they've missed three or four deliveries. Each time I've reached out it's been a wait time on the phone for an average of one hour and thirty min. Yes, that's the average wait time. After each call they promise to make a rush delivery within two days of the call. And of course they don't show up. I've been without their water service for over thirty days now. The last time I called in to cancel my service. They once again promised for next day delivery. It's been three days now and now water. I'm currently on hold now for an hour and eight minutes trying to get someone on the phone to cancel my service. Very poorly run operation. I live in the DTC area. read more

I think a company's integrity is one of the most important attributes to measure a company by. I made the mistake of signing a contract with this company and continuing services (giving them the benefit of doubt) with them before doing research on them. If you are reading this, I highly suggest thinking twice before engaging them. Is it true they have delivery issues of showing up when they were suppose to and not delivering when they were not suppose to? Absolutely. That was the thing I could overlook and deal with. What makes them a terrible company is that they don't make things right when they make BIG mistakes. Let me explain. The flooring in my unit was damaged due to them delivering a faulty 5 gallon water bottle. This water bottle had a slow leak on my hardwood floors for one week before I realized the issue. Upon placing the bottle in the sink to stop any further damage, I discovered there was a note written directly on the bottle stating that it had a slow leak, do not use. As you can imagine, I was quite disappointed that Deep Rock failed to properly inspect their bottles before filling and placing it back into rotation. They stated that they needed the bottle back for testing before they could do anything. After I followed up, they said they don't have the test results and don't know what happened to the collected water bottle. They offered me one month's worth of service refund for the damages ($40). I refused and stated they need to pay to fix my floor. They said they don't normally do that but maybe if the price is right they may. I met with 2 contractors that state they can't repair, but would need to replace the floors due to they type of hardwood floors and inability to match. I finally found a third company that said they could resurface them to repair them. Due to concerns of inability to match or blend the damaged area with the rest of the room, I had to have the whole room resurfaced. The cost of resurfacing $1852 with $961.57 if we attempted to do the damaged area only and risk a poor match. My insurance company does not cover water damage as I am a renter, not owner. I provided Deep Rock with all of the documentation as they asked for. They responded they only owe terms and conditions of $40 and that they are only human so mistakes happen but they don't owe anything more than terms and conditions of $40. I would expect the company to have integrity and make this right above $40 as they delivered me an already failed bottle. So disappointed that they don't take responsibility for their failure and "lost" the evidence of said failure. Since cancelling services, they missed 4 appointments to pick up the cooler. UPDATE: They reached out to me as you can see below. When I responded as they requested, they said they already talked to me. I think that from my review I was clear I had talked to them and received no resolution. It appears to me that they respond to all reviews requesting a private conversation just to appear as if they care with no plans to actually resolve. Do yourself a favor and don't use them. read more

Please be warned! This company is a joke! We have been charged for the cooler rental and they have gone months and months without bringing us water. We keep getting charged and we can't even get them to pick up the empty bottles as we have canceled our service. Do not use!!! read more

sent me to collections over product I never received! no communication from the company. was often left without water with no explanation. horrible company. never buy from them. you're better off getting it at the grocery store or amazon. read more

My driver was moved from our account, so now I have no way to get in contact with the new driver, since the phone number I was given for him has no voice mail set up. Also. my outside salesperson left the company, and when I called the company to find out the new name, I dealt with two rude people who said they couldn't help me find the name of my new salesperson. Since I can't add new dispensers through the online service, I can only hope that the new driver eventually sets up his voice mail. We are a large customer, so I'm very disappointed right now. read more

Deep Rock Water hires thieves. On July 25 around 11am I returned home from a jog with my 7month old daughter. I use apple AirPods while jogging. Within minutes of returning home Deep Rock water employee, Charles, arrived to exchange my water jugs. I took out my AirPods and placed them in the cup holder of the stroller. Charles is not my normal delivery man. He asked where he could put the jugs and since the garage was open I stated he could put them in the garage where our other full jugs were located. In an effort to help Charles I told him I would grab the empty jugs off the front porch. He was left alone in the garage while I grabbed them. As he was leaving he made an interesting comment about how my daughter startled him because he didn't realize she was in the stroller. I shrugged it off and went about my day. The next day, July 26 I went to go on my jog and when I went to grab my AirPods from the stroller they were not there. Immediately I grabbed my phone and tried using the "find my iPhone" app to locate my AirPods. My AirPods were not in range and the last place they pinged was in the street where the delivery truck was parked. I hate to make accusations but there is no other answer other than Charles took my AirPods. I have filed a police report and contacted the Deep Rock Water company. I contacted them July 26 at 11am and talked to a customer service rep. She sent an email to the manager and I was gaurenteed someone would be returning my call. No one did. I called back July 27 at 12p. Demanded to talk to someone, informed them a police report had been filed. About 15 min later the route manager, Rob, called me. He said he had talked to Charles and he denies taking the AirPods. No one other than Charles was in my garage. He is the only individual who had access. And I feel that since the last place they pinged was in the street where his truck was parked and the fact that they are not in range for my phone to detect shows that they were taken. Rob said he wanted to talk further with Charles and would contact me Monday. I have not heard back and Rob is now saying this is not his job to handle. I'm not sure how this is not Deep Rock Waters number one priority. I want all to know not to trust Deep Rock Water company. Not only do they have a thief working for them they will not support their customer. read more

An update to a review I originally posted 7/21/18: I take back my statement of "no issues with that" when talking about cancelling their service. I call Sat 7/21 to cancel. Was told equipment would be picked up Monday. Monday came & went...No pick-up. Called again Tues 7/24. Given the same old canned speech of "sorry for your frrustration...will escalate & message the route manager and they will contact you today with time of pick up"...Today is now Thursday & we still have not received such a call and equipment is Still in our lobby. Called again today. After 2 transfers & total 20 min hold was told wass on route to be picked up today. We'll see...Stay tuned. read more

I was scheduled 2 times in a row with both call being dropped from the schedule with both calls no call no shows. Nobody at customer deems to care. What horrible service. read more

Customer service is TERRIBLE. Have called 5 times now, and cannot get any response from management. They appear to not care about their customers. read more

Absolutely some of the worst service I have ever received! They delivered the water cooler and water bottles the first time without issue but they never came back and delivered more water. I was set up on an automatic delivery schedule but they missed every single delivery. When I called to try and get someone out here, they told me there was no one in the area. The next day, just 2 blocks from the office, I snapped a picture of a Deep Rock truck out making deliveries. Customer service is a joke. Called many times without resolution and emailed. No response to the emails. Finally canceled the service and they have now missed 2 appointments to come pick up the water cooler and empty bottles. They are trying to charge me for having the water cooler even though I can't even use it because they won't deliver water. Tried to remove my credit card for my account to stop payments and it won't allow me to even do that. Save yourself a lot of time and headaches. USE SOMEONE ELSE! read more

They used to be good but they have really slipped in the last year or so. I was supposed to have a delivery on Monday. I got the reminder call on Sunday. I put my empty bottles out Sunday night. NO ONE SHOWED UP on Monday. I waited until Tuesday to call and was told a delivery would be coming Wednesday. NOTHING. I called again Thursday and was promised a delivery on Friday. Needless to say I have very low confidence. I was also told that a manager would call me Thursday to talk about the delivery issues. Again NOTHING. This isn't a isolated instance. In the last 6 months this has happened to one degree or another 3 other times. The delivery is days late with no explanation. read more

I always buy and support local companies like Deep Rock Water! Deep Rock Water has been centrally located in Denver, Colorado for over 115 years! Just look at their Facebook page for all of the events and sponsorships they are involved in to benefit our local neighborhoods! Thank you Deep Rock! S/Proud Patron & Neighbor read more

I dont understand why everyone is flipping out about these guys. I have been using deep rock water delivery for 4 years and theyve been awesome. There has been a time or two where delivery has been skipped but when you call them they schedule a new one for ASAP. They always answer the phone, answer any questions and help with extra deliveries if needed. read more

I think, I don't why they are still in business. I have been with Deep rock for 3 years until June 2020 no issues. Then I move to a new address and update deep rock about the new service address , but I didn't get any new delivery, I called them and requested them 3 times, and still waiting. Finally I discovered that my account is given to collections ? I don't why, and they don't give me a reason for collections and deep rock Is advising me to collections for reasons ? I had been calling them every month until November to find out about water delivery, and they never had any concerns ? If they can't serve me, they should say, ur address is out of our service area, but they never told me that either. They should apply their brains man. I can definitely say this is not how business is run!! God save deep rock !! read more

I called today to cancel service at one of my locations. When I finally reached someone and gave all my info I was told that this was the wrong department and was transferred. I then again had to give all my info and was told I was transferred to the wrong department and was transferred again. I then had to give all my info AGAIN to be told that it is too soon to cancel your service and to call back. Great customer service for you right there!! read more

Absolutely horrible service. My water cooler broke after a week of having it they told me someone would be here in a couple days to get me a new one. The day they were supposed to be here , 5pm rolls around and no one has came so I called and they told me someone was still coming and at 7pm, no one was here. I knew they weren't coming. Finally after 3 weeks of waiting and many phone calls they brought me a cooler , come to find out it was not the correct model after being told it would be the same one I had. They missed my water delivery for 2 months. I won't not recommend at all. read more

I signed up for their water delivery via Costco, and waited 10 days for a schedule to get my dispenser and water delivery scheduled. I was told they always set the initial appointment within 10 days. I called and was told by their staff I had a scheduled appointment for that very day. I asked to get a call from someone to let them know I had no knowledge of the appointment, and would like to know some specifics. I received no call after several hours, and was refused access to anyone who could do anything to assist me in finding out when the delivery would be. Because the Customer Service Staff were rude, and told me I should just wait until the appointment happens. I decided to cancel services. If I cannot get anyone to communicate with me on appointments and other company details, I will not do business with them. This is a company that needs some help on organization, and customer communications. read more

Awful customer service! I dont think they care about keeping anyone's business. I've been with them for over a year and have had multiple problems with them.... they never fix the problems either but I keep giving it another chance thinking itll get better! It DOESNT! I dont reccomend this company to anyone and I will be canceling my service! read more

This company is a mess. We have had random delivery days and times and wrong delivery amounts for awhile now. Our calls and emails to customer service either went unanswered or were unsatisfactory. Choose another company. Putting up with Deep Rock's incompetence is not worth the frustration! read more

I have been with them a few years and decided to cancel the account and go with a better service. They RARELY/NEVER got our order right, the driver shows up basically when he feels like it. We also got 12 ounce bottled water from them and it is not cheap. We would order 2 packs of 28 ($56.00) and would only get 1 pack, but still charged for the two. We would order the Crystal Light tea packs, and would probably get them 3 delivery's down the line if at all. We've had a broken dispenser that has been sitting in the house useless since August. After repeated requests to change it, we were told "the driver will switch it on the next delivery". They can just come pick it all up, I'm done!! If you've had good service....great....you're lucky. Not everyone else has the privilege. I'm setting all this out for them to come pick up, even the 6, 5 gallon container's we have already paid for. I'm just sick of horrible customer service. If you're members of Costco, don't get swayed by the so called discount for this water service. read more

Please read the other reviews and believe them. I tried to transfer our service as my company moved offices. I spent literally 2 hours on the phone over a 2 day period getting it scheduled, rescheduling as they didn't show up and finally two different attempts to cancel my service in full when I was entirely fed up with the insanely poor quality of service. Do not do not do not use Deep Rock Water. read more

I ordered our first water delivery last week and had a delivery date set for Monday. They never showed up. Tuesday was 4th of July, so I called on Wednesday, they said the water was on the truck and out for delivery. They never came. I called on Thursday, they said the water was on the truck and out for delivery. They never came. I called Friday and they said the water was on the truck and out for delivery.... I CANCELLED MY ACCOUNT! I would not recommend this company to anyone. read more

This has been a nightmare from the start. Like many others here, the initial delivery of 2 bottles and a dispenser didn't happen on our scheduled date (Tuesday). I called that evening and they told me it had been rescheduled for the next day. No big deal, we could wait. The next day (Wednesday), I found 2 bottles at my neighbor's house and no sign of a dispenser. I called again and spoke to someone truly kind who tried to contact the local division and couldn't get them to answer. She saw that the cooler was supposed to be delivered the day I was calling but it hadn't so she did a ton of work to check that coolers were available and then sent an email asking for information about the dispenser/cooler to our local division. The next day (Thursday) I heard nothing so I called again on Friday. Another very nice person who saw that no response had come from local division and attempted to reach out again and would try to get back to me that afternoon. Never heard back. So I called again today and cancelled the service and the woman canceling the service said that there was never a dispenser on the order and if they could get me a dispenser by Tuesday (a week after it was supposed to be delivered) would I keep my account. I am so frustrated. We needed this because our kitchen is being worked on and our access to filtered water is cut off. As a final note, I too got this through Costco because they've always done well by us but I hope this review helps other people avoid this service. read more