We've had O Premium Water service since March of this year. I signed on for their service because of the great taste of their water, even though the salesman was extremely pushy and after looking over my contract with a fine-tooth comb, I found several discrepancies between it and what I was told verbally. I had to have the salesman correct a few things on the contract before signing and then afterward, I still called customer service to change one more:
#20 on their Terms sheet states, ""I understand that canceling this service requires a 30-day written notice prior to discontinuance of service. A $199 (salesman crossed out and put $99) sanitizing, refurbishing, and restocking fee will be charged if you cancel within 12 months of initiating service and a $149 (salesman crossed out and put $99) fee if you cancel after 12 months. All equipment must be returned to OPW within the 37 days of notice to cancel or an equipment pick up fee will be assessed"".
What? A huge cancellation fee no matter how long you're a customer? No way. I had them email me stating that I would never be charged a cancellation fee.
So besides the contract, everything else was fine until I inquired about our upcoming move to Tucson. I had been told that O Premium Waters services Tucson, but I needed to know if we took the equipment and bottles with us or if they picked them up and delivered new ones to the new address. I waited on hold for 15 minutes before a very rude customer service rep answered and told me (while I was still asking the question) that I needed to take it all with me and call with the new address. After hanging up, I thought that just didn't sound right and I had better get written confirmation and find out what would happen if we ever canceled after moving. I sent three requests through their ""Rapid Response"" online system. The first two requests they responded to with the same, ""I can help you. What's the phone # on the account?"" I had already given them my phone number, account number and address! Why would they need my phone # when I'm logged into the account when I write the request? I am still waiting for a response to my third request that I submitted online. I also called their phone number again yesterday and after waiting 25 minutes on hold, the same rep answered. I was asked for my phone number and then I asked to speak to a manager. I was connected to ""Amy's"" voicemail. I left a message and gave my # twice. I have not received a response. I called again today and selected the company directory. They never actually give you a directory. You have to type in the name of the person you're trying to reach, last name first. Since I don't have ""Amy's"" last name, I hung up and called back. This time I selected ""0"" for help. The system told me no operator was available. I hung up and tried again. This time, I selected customer service and then ""4"" for cancellations. After waiting on hold for 3 minutes, the system told me no one was available to take my call and to leave a message. I left a message and no one has called me back. Now, I've typed up my cancellation letter and tried to fax it to the fax number listed on their website. Guess what? NO ANSWER. What a shocker. Certified mail it is, but I'll be attempting to fax again just for my records. Can you say ""evasion""? Stay far, far away from this company and if you've already been suckered in, then make sure you keep a very detailed log of what has taken place with them. The BBB website states they have 248 complaints against them and they get a C- rating. I don't think they even deserve a C-. For me it's an F.
Pros: great tasting water
Cons: shady company, no customer service, outright evasion