Completely unresponsive. I fought with them for nearly 6 months about an over charge of over $300 and after promising to take care of it (after 8 calls, around 1 hour each), they said they were sorry, but I was out of luck. I have finally given up and cancelled service. So frustrating!
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It's been over a week since it's passed my scheduled delivery date. I have called numerous times and every time I call they say the same thing that they contacted via text/telephone the route manager/delivery guy to deliver the water and still nothings been done. Verrrrrry bad service.
Uphill battle every month! My Monthly bill is changing every month with no reason. It should be $21.66(3 bottles, BOTTOM LOAD HOT AND COLD COOLER WITH SMART FLO and sales tax) ; however in the last 6 month I have paid the following amounts: June $20.94, July $28.00+$12.92, Aug $28.11, Sep $50.33, Oct $22.22.I have had to contact customer service monthly to get this fixed, and they are never able to help.
This business is possibly the worst I have ever had the displeasure to be with. They delivered water for my Costco plan, I had to have surgery and was not sure how much I would be home. I called to tell them I had 11 bottles and wanted to be put on hold . It seems (now) they don't have the option for hold so they said they shut me off for non-payment, I paid and ask they come pick up some of the 11 empty water bottles. Low and behold they no longer pick up the bottles and rack so they are harrassing me to pay for them and the plastic rack. I am trying to return them and their web page says they are closed, the phone number that you posted keeps hanging up on me. What to do?????
This is a horrible company they lie cheat and have bad costumer service. Stay Away
Worst delivery service ever! 3 deliveries missed and absolutely no concern from their customer service. After the 2nd delivery missed I waited on the phone for over a half hour for someone to promise my next delivery (5 days after scheduled delivery) and that delivery was still missed. Called to cancel and the rep couldn't care less that I was canceling. Apparently they don't care about customers, don't ever rely on this company!!
We've had Deep Rock Water for over 2 years having had it delivered to our place outside of Conifer CO. The first year was ok with only "the truck broke down" a few times missing their delivery, but we managed to get the water subsequently. 2014 got worse and the excuses got more flimsy. 2015 has been a joke, a farce, blaming the weather for all the no shows and absolutely no notifications of when I would be getting the delivery. So I would call in, again. I kept asking for a call if they have to miss a delivery. I was willing to work with them if the weather was bad. We are on well and depend on water service for drinking water. Then they didn't bother delivering when the weather was good. Complete no shows and no calls as to when, and if, I was to get my water. So I would call in again only to learn "oh it will be the next day, then the next, then the... Funny, they only deliver up here on Wednesdays. January's delivery was to be 12/31/14 because of the holiday and didn't get it until 1/28/15. February's delivery was to be 2/11/15 and after multiple calls and escalations got the water 2/25/15. March's delivery was to be 3/11/15 and I'm still waiting. Today is the 19th and I'm going to call and end this Deep Rock Water nightmare. Long overdue. I have their call center on speed dial and have escalated the matter numerous times to management supposedly. The call center has been fairly responsive and apologetic, but the local "branch" has become passive aggressive and would as soon have me quit their service. Save yourself and go elsewhere.......
Horrible service. The Denver office is the worst. I cancelled after two weeks. Dont use them. Horrible phone service. No call backs. Save yourself the headache.
After having placed an order almost a month ago, I have put in over a half dozen calls to Deep Rock inquiring about the status of my order (it is no small feat for me to bring home drinking water every week with the every day challenges I face - this service would have been a life saver for me!!). To me, there was no reason why I shouldn't have received my delivery since my neighbor across the street has been delivered to before.... (I'm not in a new area or out in the middle of no where).Every time I FINALLY got a hold of someone at the corporate office (be prepared to wait for long periods of time on hold when you call for something), they had absolutely NO answers for me and promised they would call me back next business day. As I had mentioned above, this never occurred. I was always doing follow up with them, wondering why I hadn't received my shipment, if/when I was still being billed for it, and why no one was bothering to get back to me. I still, to this day, have yet to receive a call from them with any answers or updates. My advice would be to save yourself the headache and find another service/provider. I'm not one to complain, in fact I RARELY do - but this whole escapade with this company has pushed me beyond my thresholds of patience and understanding. And yes, I am lodging a complaint with the BBB.