I'm glad to see after posting my issue it takes primo over a month to respond.... If you are having issues with any company associated with Primo Go to Culligan I called them when I was having so many issues with hinkley springs and 2 days later Culligan had water on my front porch read more

Hinckley Springs Water - These sat on my porch for 80 days..... thanks primo you suck...... if I could give negative stars I would - Water Delivery Near Me - Fishers, Indiana

Absolute worst customer service on the planet! If you want reliable water delivery, go with Culligan. I left them to try Primo, and immediately went back. Their customer service is obviously some remote person answering contact forms from their website every day or two. The chat on their site: 400 Error, doesn't work. Call in and you'll get disconnected, or told it's a minimum 1/2 hour wait. In a hostage situation with this company and cannot get these jerks to pick up their equipment and bottles out of our condo hallway for over a month. Communication is garbage. Absolutely unreal, incompetence. read more

Does anyone know the physical address where equipment can be returned? Agree with the negative reviews. Used to be great. Now dysfunctional and frustrating. read more

Every negative complaint that you read on Yelp is correct! Worse customer service ever. Calling customer service is useless because they are not local. The local office for Indianapolis is 9890 126th St, Fishers, Indiana. Every time I have visited because of delivery issues it is extremely difficult to find someone because no one is up at the front reception area. Going around to the dock is the only way you may find a human. The staff is nice though that do work there locally. They were purchased again (from DS Waters of America, Inc to Primo to Blue Triton) so who knows what will happen. now. I canceled my service and hope Costco is aware of the latest sell. read more

We have had Hinckley Springs for many years and been very satisfied with the service. Always on time. Same day every month. Something has gone very wrong with Hinckley and there is no way to reach anyone. All bots with responses. They have not provided water for several weeks past due. Today, they picked up our 5 bottles and left none and when I check on the delivery, it is now scheduled for October. What a joke. Going elsewhere and we just paid for our full year rental for the cooler. Don't expect that to be refunded. A great company gone bad stay away. Dominic R. read more

Beyond horrible customer service. Our delivery has been moved and moved and moved. Called them and they said it was because there was an overdue balance on our account of $6. SIX DOLLARS. That's why they kept moving the delivery, yet they never mentioned it once. No emails, account has a $0 balance online. We paid the $6, and were then promised it would be delivered in 2 days. Didn't show. Called, and when on the phone the it was coming THAT day and was out for delivery. Never showed. Called them and they moved it again. And then again. Unbelievable. read more

Super friendly service, pretty logical product, & delivery team that's willing to go above and beyond! - as an update to this, I'm two days into my service and have already experienced billing and service discrepancies, and ambiguity in communication from the customer service team. The delivery/set up of my product was great, kind of, but if you're considering service from this provider, you'll certainly want to stay on top of prices quoted and what is actually reflected on your invoice. read more

Ever since Primo bought out/merged with, whatever with Hinckley Springs -the service is TRASH!! They are the absolute WORST!!Our last successful water delivery was May 23. Like so many other reviews have mentioned, they keep pushing our delivery date. This is the 11th time they've rescheduled the delivery. Can't speak with an actual person, just chat. We have 18 empty bottles that have been sitting on our front porch since June. If I could give a negative number or zero I would. They've lost our business for good!! At this point, just come get your bottles!! read more

This company just plain sucks! They have not delivered since the end of May. Kept getting jerked around. Will deliver this date, then that date. The delivery date for my scheduled delivery (was May 29) change no less than 16 times thru June. Service was cancelled July 1. Said they would pick up equipment July 9. Hollow words! Just another empty promise made. Complaints have been made to the BBB and the Attorney General's office here in IN. DO NOT USE THIS WORTHLESS COMPANY!!! read more

Stay away! Was a customer for over 25 years, great consistent service and product until May 2025. But then everything fell apart, same issues as other recent reviewers. I cancelled service and switched to Culligan/Mountain Glacier. So far they are execellent. But still waiting for empty Hinckley Springs bottles to be picked up and credited to my account. The promised date keeps moving farther into the future. read more

We are out of water and have been for weeks cant talk to a human I guess it will be a slow death. .Maybe need to report them to osha.

Update: dispenser and bottles were not picked up on the date originally promised and we were charged another monthly fee for dispenser rental. There was no way to do anything through the website because our account had been cancelled. Spent over an hour on hold waiting for customer service who told us it would be picked up today. It was not picked up today. This is so awful read more

I had Hinkley water delivery service for years and it was great. Same driver who was friendly and would keep us up to date if something was out of stock and he would bring it by a day or so later. After this merger with Primo it's been horrible. Last successful water delivery I had was May 7th. Now they move my delivery every single day. This merger ruined a good service. Primo will get on here and apologize but they won't fix it. Like others stated you sit on hold for hours and they PROMISE you a next day delivery that NEVER happens. Complete joke. How do they just get to decide that my position in the route has changed so they just automatically change my delivery date. No discussion no regards to our lifestyle or anything just well we couldn't deliver it today or tomorrow or next week so we will just keep changing it because that's what works for us because we could care less about our customers. read more

Very very very bad service. I subscribed their water delivery service and for the first few months, it is fine. The system sent me a reminder message before their next delivery, which is very good. But later, the system stopped doing so. And they started deliver water to me every other week. I contacted the customer service, very lazy and late response. Then, I had to cancel the biweekly delivery, but they kept on sending me the water. I first paid for several deliveries that were not placed by me, but since they continue deliver, for the last two times, I didn't pay it. I sent out email saying that I paid multiple times unwanted water, and I already contacted the customer service, still keep on deliver, so I refused to pay. I was waiting for a response. No response. You know what? Then they sold my bill to a debt collection company !!!! What the F*** this company was doing? No correction for their mistake, late response, keep on charging you, and lastly, sell your information !!! Never ever use the service of this company !!! Stay away !!! I would like to give 0 star but there is no such choice. After I read some of the previous reviews, I noticed that this company sold customer account to collection multiple times !!!! This is their way of solving problems !!!!! I wish I read these reviews before I made that bad decision to subscribe their service..... read more

(I don't leave reviews- I'm not a Karen) Listen to me- discard the other reviews. This company is the absolute WORST customer service I have ever dealt with. They have no responses for months, they won't cancel your account but will continue to charge you for service, they won't pick up the bottles from your house and then will charge you for them. They will keep dropping more bottles off- then won't pick them up no matter how many times you call. Try to drop them off in fishers- they have no official process to log that you dropped them off so you end up having no proof. Then send you To collections because you refuse to pay for stuff that they need to come pick up. Please, if you have any sort of a brain- stay as far away from this place as you can. Save the money to feed your kids. read more

My delivery has been so screwed up for a few months now and things continue to get worse. Lately, after my regular delivery of 2 5 gallon bottles of water, they dropped off 12 more 5 gallon bottles behind my condo building on the edge of the parking lot and billed me $450 (there's a deposit on every bottle plus the water). I didn't know they were there for a few days. When I found them one already had the cap pulled off and a neighbor told me they had been there for a few days. I went to my account online and found the invoice. I drug the bottles inside the door of the building in the hopes that no more would be opened. I live on the third floor and each bottle is 50 lbs. I can't carry 600lbs of water up three flights of stairs. Now the water is in the way and no one will come pick it up. The invoice is still showing on my account. All but 4 bottles have the caps off but are still full of water. Every time I call them, I'm told a regional manager will call me back. No one ever calls. Think twice before using Hinckley Springs for any kind of service. They have been a complete mess all summer and, as far as I can tell, it's only getting worse read more

I canceled this service at the beginning of July, and they have now missed over 10 different pick-ups for their equipment. Each time the date for pick up is missed I have had to spend 30 minutes to an hour speaking with customer service to find out when it will be picked up. I continue to get the same answer that the customer service rep has spoken with either the driver or routing manager and it will be picked up later that day or the next day. After 8 promised pick-ups. Not only has become an extremely frustrating inconvenience but I was also charged a fee for equipment a month after canceling service which prompted another call, I had to make to get that removed. I have been told as of 16:35 on 8/10/21 that it will be picked up today. The inability to promise service to a customer is what made us cancel our account with this company and this has been compounded with now having to waste hours on the phone to try and resolve our account in its entirety. Finally, the equipment got picked up but not because of Hinckley's ability to manage a business. The driver was at our neighbors to pick up water bottles that didn't exist because they also canceled their service. My neighbor had to call me to let me know that they had come by and so I called customer service to ensure that they were coming to get the equipment. Customer service then tells me that the driver will actually be coming by tomorrow instead. After repeated requests to call the driver now come to get the equipment, the rep. finally agreed. This has been by far the worth service provided by a company and customer service I have dealt with and would strongly recommend that others look for alternative providers. read more

I called again today. I'm currently at 98 minutes of no answer. My boss gave them a call as a "new" customer and they picked up immediately. Once they figured out she's not a "new" customer, they put her on the same wait that I was on and didn't come back to answer her call. Did they go out of business? I've also left a review on the BBB, with the Indiana Attorney General, & on their corporate page, not just the Fishers page, attempting to get review. I've emailed the customer service address listed on their still down website with no response - but I've requested that all necessary equipment be picked up along with the empty water bottles we've had for over a month. Say "No" to Hinckley Springs. read more

Primo apparently runs this horrific company. We signed up at Costco and were delivered water 1 time. We requested a refill and were told our account went to collection. We were never notified of anything? Never even contacted by the collection agency? When I offered to pay up in full they refused my payment and sent me to a department that did not even pick up the phone. So now, I have no water, worse credit and I feel sad for the poor person who owns this companay who obviously has no idea that his business could be much more profitable if they perhaps tended it to it more and trained and tested their processes. Id suggest you find another supplier just like me. read more

I called a month ahead to tell them the last day they needed to pick up the water dispenser and the bottles forward to August 20 no show i called 5 times to ask hey when are you guys picking up they said that the operational manager was going to call me in 15-20 mins they never called. They said we are going to reschedule you for wed 21 between 10:30-1 pm i called 3 times again I was told the operational manager would contact me NOTHING!!! never showed up I asked because mind you the service where I had this is a store that went out of business and that Tuesday was the last time I was going to be there. Nope nothing now I have to drive from greenwood to fishers to drop off your stuff because "I'm responsible for the equipment" even thought i called with time to let you know what day it needed to be pickup. Im dropping it at your fishers location and you guys better NOT charge a dime for this equipment! customer service horrible! communication with customers horrible! You guys are good to charge your fees but you guys don't help customers! read more

I wish I could give ZERO stars! They refuse to pick up empty bottles that I was charged $40 deposit on. When I called to cancel service in June - they said call back when your water is empty. I have been trying since June to have them pick up 5 empty bottles and 1 cooler. THEY REFUSE!!!!! They did, however, send my account to collections. They are SHADY! They are basically stealing from you. DO NOT SIGN UP FOR THE WATER DELIVERY SERVICE!!!!!!! 100% SCAM!!!!! read more

WOW WOW AND WOW!!! Hinkley Springs out of Fishers is absolutely fantastic!!! I am a new client WAY south on a difficult lake that has winter weight restrictions and Eric (INCREDIBLE HUMAN BEING) and Michael (omg one of the sweetest souls - this mans smile!!!) these incredibly KIND SELFLESS HUMANS drove south and met me at my hair salon in Columbus, IN and gave me everything I had ordered and then more!!! THIS GOES ABOVE AND BEYOND EXEMPLARY SERVICE!!!! The education I received on the water alone was priceless, these gentlemen took their time and explained the machine with me and shared a cell number if I have any issues. I look forward to seeing these guys more frequently in the spring and I sure hope Hinkley appreciates these men!! OUTSTANDING!!!!!! read more

I've had Hinkley home delivery service for a couple years now and they've been great. However, once Primo took over it's hit rock bottom. Getting water delivered has been impossible. Getting through to their customer service is just as bad. I finally cancelled my service around the beginning of August and now they won't even come pick up their equipment. Today is their last chance. If they fail to show up for this appt their equipment will be set out with the trash just like their service. read more

I have used this service for 15 years at my business. Over the years the service has really gone down. We are now having issues with the water tasting like chemicals. We switched out 2 bottles tat are till full and they refused to credit my account. They say that they can resell the water that we opened. I replied with we cant drink the water you sold us. I decided to cancel my contract with them and go with a more reputable company (Culligan) and upon further review much cheaper than this one. If you want good service and loyalty for long term business avoid this company. read more

I canceled this service at the beginning of July and they have now missed over 8 different pick-ups for their equipment. Each time the date for pick up is missed I have had to spend 30 minutes to an hour speaking with customer service to find out when it will be picked up. I continue to get the same answer that the customer service rep has spoken with either the driver or routing manager and it will be picked up later that day or the next day. Not only has become an extremely frustrating inconvenience but I was also charged a fee for equipment a month after canceling service which prompted another call I had to make to get that removed. I have been told as of 16:35 on 8/10/21 that it will be picked up today. the inability to promise service to a customer is what made us cancel our account with this company and this has been compounded with now having to waste hours on the phone to try and resolve our account in its entirety. Don't use this company. you won't get any water. and you can't even cancel. read more

Horrible company to work with. Bad service. Over charge, try to charge us for empty bottles that we don't have, at $30 deposit fee per bottle. After several calls to resolve, nothing done, no call back, no charge reversal as promised by customer service representative. Polite on phone, but don't do what they say they will. Driver didn't record empties that were returned/picked up in past deliveres; now we are getting charged for nothing (bottles returned but not credited to us). Prices have sky rocketed over last few years. Stay away from this company, they are not honest and have terrible customer service. They were good 20 years ago, but are a totally different company now. read more

I moved from Fishers to the Carmel area and called them to move my service. They couldn't figure out my new address so they didn't bother delivering to it. However they kept charging me monthly. I called and cancelled but they still can't figure how to fully close my account. Horrible experience. read more

The customer service reps are so so bad. And to my surprise this morning have a couple liars answering phones. I laughed when she told me she couldn't add notes to my account. And if you ask to be forwarded to a supervisor they accidentally disconnect you. Maybe once was an accident not twice. They will show up for service when you've asked them not to leaving bottles to boil in the sun also making it clear you're not home among so many other frustrating things and because their customer service reps are terrible you can't easily get things resolved unless you have an entire day or maybe two. read more

This is a bit lengthy, but I've made over 30 phone calls trying to get something done. Initially I signed up for Hinckley's service at one of their promos at Costco. Got the cooler and water, and then didn't hear from them for months. When I called for water, I was told I was no longer a client and had been turned over to a collection agency. It seems that the person taking my info at Costco (Hinckley employee) wrote down the wrong phone number, charge card number, and email. Hinckley had evidently emailed bills to some address but ignored the fact that they were bouncing back to them. Why they didn't send a paper bill, since they obviously had my address, is beyond me. Instead I was sent to a collection agency for non payment. When this happens you can no longer speak to anyone in Hinckley. This started me calling anyone and everyone that I could even get in touch with, definitely 30 + calls and several hours later, no joke. I was stonewalled by everyone. Finally got someone who got in touch with someone who looked everything up and found the errors. They immediately pulled my account back from the collection agency, but still no way to speak to anyone at Hinckley. At this time I was sick and tired of crap customer service. I hadn't used all of the water and told them when to pick up the cooler and jugs and went back to Kline's Water. I have now been waiting over 2 months for them to pick them up. Again, if you are not an account with Hinckley, you can NEVER get to a live person. After trying multiple times I finally drove to the office on 121st St. in Fishers to speak to them there. I had already told them by email on their system that if the items were not picked up they would go into the dumpster. Two of their employees finally came up and I gave them the short story. They in turn called the manager who apparently was out to lunch. He said I could call him but I told him I had called enough and to give me a call and gave him my cell number. That was Monday, and it is Thursday and no word. My next email is to Costco. I am in a customer service business and I would rather find out any problems and address them immediately, so I have been trying to speak to them. Evidently they don't. This company has no desire to properly service their clients. P.S. After this debacle, no one at Hinckley apologized or in any way tried to keep my business, AT ALL. read more

Signed up online for their water delivery service. Delivery was scheduled for a Thursday, but I hadn't received a confirmation email, so I called on Monday to confirm I was in the system and water/cooler was all set to be delivered. The customer service rep seemed annoyed I was calling, and said everything was fine and delivery would be Thursday. Thursday arrives, and there is no delivery. I call back, and customer service says they aren't sure what happened, but since I called too late in the day the next available delivery is Monday. Fine, Monday it is. Monday comes, no delivery. I call at about 4pm, and the rep says they will have the delivery guy give me a call, as he's still out making deliveries. No call. I call back again, and they change the story and say the delivery guy said I wasn't home, even though he never came by or called. They set up a delivery for Tuesday. Tuesday comes, no delivery. I call back, and the rep says it looks like the Tuesday delivery date was changed to Thursday, but they don't know why. No one can seem to give a reason why the delivery guy doesn't show up, but they keep thanking me for my business, even though I haven't actually been able to use the service. I cancelled the service and spent about a half hour on the phone after being transferred to someone trying to get me to stay with them, even though they couldn't guarantee that I would ever get water delivered. Overall, it was an awful experience having to wait around 3 different days simply to get a water cooler delivered, and about 3 hours total on the phone with their reps or on hold. I even offered to go pick it up myself, but they said they don't give out the address for pick up. After experiencing how they treat customers, I can see why. read more

A few weeks ago, this would have been 4 or 5 stars, as their water is good and reasonably priced, the dispenser options and quality of equipment are fine, and you can go online to change your deliveries any time, including getting an extra delivery when running low. Except that when I needed an extra bottle recently to tide us over until our next delivery, the delivery man never showed up, and when I looked online, the delivery date was changed to the next day. No call to say he wasn't coming. The next day, the same thing happened, and again the day after that, for more than a week. No one ever called to say they wouldn't show. I called customer service, which gives you a desk in Atlanta, and all they can do is tell you what is in the system..."your water is scheduled for tomorrow." "Yes, I know, but it keeps getting rescheduled every day." "Sorry about that. The driver should have called you..." And of course, the same thing happened again, even after two calls to customer service, and my regular order of 4 bottles mysteriously changing to 1 bottle in their system (though when I called...good thing I checked...they did fix that in time to get my full delivery, minus that extra bottle that never showed). I have never had a problem with the normal, recurring deliveries, but can't say that the extra flexibility and convenience they advertise are reliable, hence the 3 star rating. I also have not tried other water delivery companies, so can't say if they are better or worse than others. read more

I am even tired of typing too many words, I think they are going out of business? no delivery and no pick up of the bottles and dispenser after cancelling the service read more

We signed up in March for service for our office at a rate of $5.99/bottle. When the bill came, we were charged $9.99/bottle. The rep I talked to confirmed we were invoiced the wrong amount and not to worry... they'd correct it and rebill. No problem. Next invoice came. Still being charged $9.99/bottle, and nothing was corrected from the previous bill. Called again, they again acknowledged the mistake and said they'd issue a credit. They wouldn't tell me how much the credit was for, since they had to get approval first. Didn't make any sense to me since I knew exactly how much we were owed. I was told not to make a payment and that they would call me when this was corrected. This went on every month. To date, we have never been issued a credit, have received late fees for all the times we were told not to make payments, then we started getting $2 paper statement fees, and now we're being sent to collections. Since it's in collections, Hinckley gets to tell me they can't access any of our billing info anymore. Convenient. I regret ever disputing this, since now we owe over two times what we would have owed if I paid the first incorrect bill. Please do not use Hinckley Springs. read more

Absolutely the WORST sales route driver ever! Thinks he owns the company! Andy shows up if and when he wants! Corporate CSR are super nice but Andy delivers water on his own schedule NOT the customers. Corporate says every two weeks Andy says once a month...he is SO BUSY he doesn't even have time to ring the doorbell! Need to change the name to Andy's Spring Water. What a shame, I loved the dispenser. read more

This is THE WORST water delivery service ever! They always get my delivery wrong. There is an automated message to even leave a voicemail as to when the delivery is coming and they don't come. I have to call every single time. This is not an exaggeration, I have had to call the customer service number 12 times for missed deliveries. If there was another water delivery service, I would choose them over DS Services. Unfortunately, I have no other options. The customer service people have sent in an escalation to the route manager at least 3 times. I honestly don't know who's fault it is. It just seems that the company is extremely disorganized if they can't get an easy order like 1 bottle every 2 weeks delivered. TERRIBLE!!!! I don't even want to give it one star, but I have to so it will post the comment. I'm not one to complain, but 12 mess ups is too much for me! read more

Terrible service! The driver leaves whatever he wants, including packs of water which was not ordered! Then you get charged for it!! They also pull the money out of your account before you even receive the invoice. Cancelled my service today! read more

My wife forgot to pay our monthly bill with them which isn't much, so instead of contacting us via phone or internet like any other company would they said they sent us out a letter. We have not seen the letter, we have really good credit. The way this company handles late payments is unprofessional and dirty to get that little bit of extra money out of you. There are many other excellent and more professional water companies than these guys. I would waste your money on this company! read more

Missed scheduled delivery, called only to find number was disconnected. Never got an invoice or request to return cooler. Eight months went by and we got a letter from a collections agency. Collections agency said water complaint was bankrupt and not to bother paying the fee. Ten months went by and my credit report showed the first negative mark ever, so I spent an entire evening trying to sort it out. Hinkley Springs/DS Services had me on hold for 40 minutes only to tell me they can't see my account at all after it is in collections and to dispute the charge with the collections agency. No answer from Hinkley Springs/DS Services as to who dropped the ball on their end or how. Just a huge mess for me to deal with because they couldn't run their business. DO NOT use this water delivery service. read more

My company has been with Hinkley for many years and we have told every competitor that walked in the door assuring us a cost savings, "Thanks but no thanks". For the past several months we have had a problem with the driver showing up for delivery. We was forced to double our water bottles to assure that we wouldn't run out until they decided that they may return. After several frustrating months we was assured that the problem was identified and has been corrected. After more delivery issues I called and spoke to them about the problem and told them AGAIN they have run us out of water. I was told that they would have a driver there in four days and I was promised a phone call from the route manager. Well the driver showed up today and was by far the most rude and obnoxious person that I have encountered for some time. My employees was appalled as well as the rudeness transpired. Needless to say I asked him to discontinue service. He had no problem grabbing the empties and walking away form an account. I then called to speak to another manager and was unable to AGAIN... I was promised a call back but still hasn't happened. The great thing is seeing all of the many people that they deliver to in the business complex and allowing me to ban together with many poor serviced customers from Hinkley to find a new water provider. read more

Other than a Hinckley Springs driver damaging my property years ago and occasionally shorting my water order, I never had a problem with Hinckley Springs. Now they are PRICE GOUGING and BULLYING their customers. They are adding a $2.00 per month penalty in each month's bill for sending paper invoices. They claim they want to go "green". This is a ridiculous claim when considering the millions of their plastic water bottles, jugs and water dispensers that end up in the dump. They are just doing this to benefit themselves--not the customer. If customers want electronic billing that is fine, but if they don't, it is outrageous to BULLY and PENALIZE customers. My monthly bills ALREADY pay for paper invoices, as well as some of the other business overhead that is required to run their business, and I've been paying it from the beginning. The postal service is much more reliable than my internet service--recently I did not receive new messages for almost two weeks. Thank goodness all of my business invoices arrived by U.S. mail. If my internet service fails again, Hinckley Springs will still benefit--by charging late fees. Like most big businesses, they have bought up most of the competition and feel they can do whatever they want to their customers. I despise bullies and tyrants. read more