Complain about a product or service

O Premium Water

Mesa, AZ

Christine of Chandler, AZ June 30, 2009

Last Monday, June 22nd, I answered my door to an O Premium Water salesman. He asked if I had home water delivery. I told him I didn't because I can't afford it on my social security. He was polite and said to hold on, he was going to get a few sample bottles and he would explain their risk-free, no money down program. I listened to him and decided to try the service, after all, I could use it free for a month ... my first bill wouldn't be due until July 30th. There wasn't much paperwork to fill out and he reminded me I wasn't signing a contract. If I decided not to keep the water, just fill out the Notice of Cancellation and call the office to set up a pick-up date. After he brought the dispenser in and hooked it up, he told me that he needed either a voided check or a credit card for next month's billing. I can't tell you how many times I told him I didn't have the money now and he kept saying, "I've got you covered...don't worry, you won't have to pay anything until the end of July." I believed him and gave him a voided check, thinking that would be safer than a credit card.

On Thursday the 25th I went online to check my banking and was shocked to see that O Premium Waters (OPW) had a hold for 49.99 electronic check charge. I was upset because that money had been earmarked for another bill. I needed to call the office to find out what had happened. I went to my desk where I set the packet of paperwork Mike has folded and looked for a telephone number. I found that but found something else which made me livid. On the Rental/Service Agreement I filled in my information: name, address, phone and at the bottom, Mike put an "X" and asked me to sign it, which I did. However, when I looked at the copy on Thursday, I saw that above and just on top of my signature, Mike had printed in "I authorize O.P.W. to debit my checking for 49.95." He had written it in after I signed it! We had never even discussed a 49.95 amount. He quoted me 39.00 a month, no set-up, no fixed time period and no money due until July 30th.

I realized what he had done while on was on hold waiting for OPI's customer service rep so when she finally answered, I told her briefly why I was calling and she seemed not to understand so I asked to speak to a manager. After a verbal tug-of-war, I spoke to Jennifer, a manager, and told her what had happened. I told her you could easily see that he entered his notes after I signed. She apologized and said she would take care of it. I told her it was likely that my accound would become overdrawn as a result, she said she would have the charges reversed and if they resulted in overdraft charges, she would see that I was reimbursed. She also asked that I fax her a copy of the agreement which I did that same afternoon. I heard nothing on Friday so today I checked my bank and found that the charge had posted.

I have tried to get through over there, spent 9 minutes on hold with customer service only to be disconnected. Tried again and spoke with Taylor and told him I needed to speak with Jennifer. He put me on hold briefly and came back to tell me she was with another customer and if I left her a message in her voicemail she would call me back. I'm still waiting... I understand there was a class-action lawsuit filed against OPW and subsequently settled in 2005 but there are numerous complaints (very similar to mine) online with dates since then.

charles of phx, AZ May 8, 2009

worst service of any company anywhere late deliverys, no deliverys, and they charge you extra when for the delivery they didn t make, i cancelled after 2 years with them , they charged me 87.00 2 months after i cancelled, i returned all their equipment. when i cancelled. 1 mo after i cancelled they charged me again for 47.00. this company should be fined, for its business practices. i am currently sending money and time to to see that this companys history be made to all future customer before they sign up with o premium waters

Shelley of Avondale, AZ April 2, 2009

I have been paying for a service that I haven't been getting. O'Premium has not delivered to my house since January, so I have been paying for them to lie to me and never deliver their product and now that I canceled they say I have to pay 1 more month and then a 35.00 pick up fee. [sent e-mails]

OPreimum has not delivered since January, so I am sure the company had alread broken the contract, therefore I will contact an attorney and see if I am liable for those charges. I called OPremium several times and still no water was delivered, how long do you think you would pay for something you were not getting? I was just told by someone else [they] did the same thing to them. I am tired of people taking advantage of me and not getting what I paid for. I will be telling my friends, family, people I work with and anyone else I come into contact with about the service I have received from OPremium.

I have not heard from them since the last email. I hope something comes from all this but if not thank you for at least listening. Thank you

K. Bates of Gilbert, AZ April 2, 2009

About a week ago, I received about the rudest message I've ever heard from a Larry at O Premium Waters.

I thought, hhmmmmmm? We cancelled our service with them in October 2008, after having been a customer with them since their inception some 8 or 9? years ago.

When I returned the call, Larry didn't initally seem as abusive as him message was. I told him that I was returning his call, and that I didn't understand why I was being contacted by them, as I had canelled back in October, and hadn't heard a word since then...not my mail, email, phone or telepathy.

He then starts in demanding that we had a balance from June, July, and August last year. Um, wouldn't you think that is that were in fact remotely true, I would've heard something from them, say, in if not those months, then in Sept., or Oct. when I cancelled the service?

So, now, some 6 months or so from the cancellation of our service, this person calls, demanding hundreds of dollars. We have moved, and I told him to give me a week or so to try to find any records from that time.

I spoke to him this morning, informing him of the transaction my husband make there in their office in Mesa, and he blatently called me a liar.

This gentleman then began yelling at me.... you want to talk to someone with a God Complex, give good 'ol Larry a call!!

During our conversation this morning, Larry seemed to have found a couple payments, and then all of a sudden, it was different months that were unpaid. This man seriously began screaming at me!

So far,, there's been no additional economic loss that the hands of O waters. Our banking institution has changed since our move. Physically, however, having just come home from another round at the hospital last night, I certainly didn't need the abusive behavior exhibited by this 'gentleman' from this company.

James of Tucson, AZ February 17, 2009

My wife signed us up for OPremium Waters while I was at work. From talking with her, it seems the sales rep was persuasive. We were told that we would get unlimited water for 40/month with no contract and no cancellation fees.

We were then told, after a few days, that it is NOT unlimited water but only 3 bottles a month which is far less than we need.

The representatives on the phone are hostile and unprofessional not to mention uncooperative.

The Ticket system on their website is useless. Don't even try. They are just as hostile and unprofessional. As with most of the posts here, the problem lies in the difference between what the representative tells you and what is actually written in the service agreement. There is no cancellation fee but there IS a desterilization fee of 200 if you cancel service within a certain time frame. There is a mountain of hidden fees and charges.

Bottom line: I will try to cancel with this company and avoid paying the stupiid fees. I will fight tooth and nail and seek representation if needed. This is blatant misrepresentation and bait and switch con techniques.

Ryan of Mesa,, AZ February 12, 2009

They are still up to the same dishonest practices. February 12, 2009 In January of 2009 a salesman came to my dorm room at Arizona State University promoting a great bottled water solution. He informed my roommate and me that O Premium has a free trial offer for 5 weeks; if we want to try the water, there would be nothing charged to my card until after the 5 week trial. If we liked having the dispenser and the other products we would just pay a monthly fee of 39.99 for 3 bottles of water and 3 Esio Paks. If we decided that we didnt want the water service, all we had to do was cancel within the 5 week trial period.

About a week later I noticed that O Premium charged 50.00 to my bank account. When I called to remind them that they said there would no charges to me until the 5 week trial period was over, they informed me that this was a start up charge. Because the sales guy that represented O Premium, told me that I would not be charged anything until the 5 week trial period was over, I objected. The person on the phone did not seem to care what I was told by the sales representative. Because I made my decision to try O Premium based on the free trial period, I told the person on the phone that I wanted to cancel.

They told me to fill out the notice of cancellation and send it thru the mail because they needed the original. After a few days I called O Premium and they confirmed that they received my cancellation notice. They went on to tell me that if I cancel, I would be charged 200. I again reminded them that, I was told that I could cancel within the 5 week trial period without any fees. When I tried to schedule them to pick up of the water dispenser, they tried to convince me to keep it until March 11th because they would charge me for the month anyway. I told them to pick it up as soon as possible.

I really dont understand why they wont acknowledge the fact that I agreed to this deal with a 5 week trial period. Why they dont you ask the sales person that made me this offer? Are they intentionally misrepresenting the agreement? Now that I have seen the Consumer Complaints on line apparently the is how they do business. Why are they targeting students that live in a dorm? I can see that others have been victims to this same deal. I am trying to resolve this problem and come to some sort of resolution. So far I have gotten only the next fee? or charge? that I will incur. I am hoping for someone at O Premium to own up to the agreements that we actually made and speak to me about a fair resolution. I have been nothing but honest with them, I am looking for someone at O Premium to be the same with me.

Charged me 50.00 so far and still have not picked up the water dispenser

Jenny of Gilbert, AZ February 3, 2009

We have been receiving delivery of water for about 2 years. Everything was fine up to now. We had not received delivery on our water for over 3 weeks. I contacted their internet site and submitted a ticket. I was told that my delivery schedule had changed and that I was scheduled for 2/13. I was shocked to understand that I would not get my water for almost 1 1/2 months! Sandy told me via email that they would make a special delivery. Well they did, but where we usually get 8 to 10 bottles, we were only left 6. They even left 2 empties on our doorstep.

When I called theier office, I was told that I would only receive 6 bottles since that was all I had made a deposit for. First off, I never gave them a deposit. I told her I had never heard of that before and that we have always gotten 8 to 10 bottles. Also, that my delivery date was the 17th and not the 13th like I had been told in the email. What kind of game are they playing? If I were thinking about becoming an O Premium Water customer, I would look elsewhere. They aren't worth it! If a deal looks too good to be true, it probably is.

I just feel that I am not getting what I am paying for. I also feel that they are holding up their end of the contract.

Bonnie of Phoenix, AZ January 19, 2009

On Dec 31, 2008, we replaced the empty 5 gallon water bottle with a full water bottle on the O'Premium water cooler unit. When we awoke in the morning, the entire 5 gallon bottle was empty and the water was all over our hardwood floor. I contacted O'Premium complaining and today is Jan 19, exactly 20 days since it happened and I still do not have closure to this. D. Williamson came out on Jan 3 and told my husband and I that O'Premium would take care of the cost to fix our floor. D. Williamson also told us that we would not have to pay the cancellation fee if we wanted to break out contract.

When I spoke to Lance at the customer service department, he told me I would be charged the 199.99 cancellation fee and if I wanted to avoid paying the cancellation fee, they could sell me a RO / Water Softener System. If I decided to go with that, they would switch my contract over and therefore I would not have to pay the cancellation fee. They have since been ignoring me and avoiding my emails.

I submitted a copy of the quote to D. Williamson on the cost of our floor repair. The quote came directly from GM Hardwood Flooring and was 2,132.00 to repair our red oak hardwood floor. We have been so frustrated with O'Premium because we are being put out of our dining room/kitchen area and cannot use these rooms. Our hardwood floor buckled 6 inches and caused our China cabinet to lean up against our wall. All photos were submitted to T. Hidalgo at O'Premium waters. Please help us rectify this. I have photo's of all the damage and I have very accurate records and dates of people I spoke to at O'Premium waters regarding this.

Maria of Tempe, AZ January 19, 2009

I did not contact representatives for service nor did they even come to my door, but instead came up to me while I was out walking the dogs asking me if I'd be interested in some water. Being polite I asked all questions to not waste my or their time. Question: How much is the monthly fee? Answer: The first 5 weeks free and only 40.00 a month after that. It is funny how I have a Co-Worker and a Neighbor who has O Premium Waters that also stated they were told the same thing and did not get charged until the next month. I believe what is going on here is that O Premium Waters does not charge until after services are made, so to deceive consumers they say there is a free month. This was not only told to me but my boyfriend who is also on the account.

Question: Is there a contract? Answer: There is no Contract you may cancel at anytime with no charge. Which brought me to the cancellation fee question below. I have been told by a few other of your customers that they also were told there were no cancellation fees and no contract to be made with them.

Question: Is there a Cancellation Fee? Answer: No there is no Cancelation fee whatsoever. You may cancel at anytime. The main reason I ask this is because my boyfriend is in the military, we do not expect to be in one place for long. What really gets me here is that he was reading the addendum to me or so I thought and having me initial after each statement. I can not believe a representative could be so dishonest as to lie about what they are reading to get me to sign and initial. On the last statement he said there will be a 200.00 charge if I damage the product, but as long as the product is well maintained it can be returned at anytime.

Question: Is there a Setup Fee? Answer: Nope, no Setup Fee. That night there is a charge on my card, that the representative specifically stated there would be no charge on my card because my boyfriend was suppose to be the one paying for this. I am glad that my card was given though because the very next day I check my account to see that I have a 49.99 charge that I call in to find out is a Setup Fee. If it were on my boyfriends card he would not have questioned it. Question: Why is there a Credit Check? Answer: Because we are giving you 5 weeks FREE. It is letting us know that you will be able to continue service afterwards.

Again with the 5 weeks free. I thought the product was very nice and if I were not misled into signing the agreement, I may have even been willing to pay a cancellation fee. No matter how the product is though I do not feel I can trust O Premium Waters because of how they represent themselves. [Their] representatives feel no matter how they sell, 3 days is more than enough time for it to be too late for the consumer. This is no way to run a company, and when this is posted I believe [they] will have more consumers looking at the fine print they sign and calling or writing to say O Premium Waters' representatives falsely advertises their products to hold consumers on a contract.

I find O Premium Waters to be very UNETHICAL in how they do business and hope that something is done so that others are not deceived the way I was.

Alisa of Goodyear, AZ May 6, 2008

They misrepresented themselves and explained the paperwork in a deceitful way and now I cannot cancel. They charged money that was not due for 30 days and I signed the paperwork which has me legally bound. They are charging me extra money to cancel and even though I was assured it was a 30 day trial- it was actually 3 days.

Mike scammed me along with the company and distracted me with their sales rep(I was recorded agreeing)while signing paperwork and he interuppted explaining the paperwork I was signing while on the phone. This is a legal scam and a terrible business and I do not want to see others lose money. The paperwork clearly shows it to be a scam which I signed without really having a chance to read since it was 'explained to me.

I am out of a lot of money and had to put a hold on my account to keep them from pulling more money from my account. They will probably come after me now but I need to figure things out before they rob me blind- which I signed them to do basically.

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