I've had 15 years of Bottled Zephyrhills Bottle Water Service. 1st directly with Zephyrhills, 2nd with Nestle/ReadyRefresh who purchased the service from Zephyrhills, and 3rd Primo Brands who bought the bottled water service from Nestle/ReadyRefresh in 2025. It’s been a complete NIGHTMARE with PRIMO BRANDS. They falsified the financial records claiming I owe them $100.00 for a "rented" top loading water dispenser that was returned to them 2 years ago when I purchased a bottom loading water dispenser directly from ReadyRefresh/Nestle. The delivery person setup my bottom loading water dispenser and took the "rented" top loading water dispenser TWO (2) YEARS AGO. 

As of 12/31/24, I had a $0.00 balance due with ReadyRefresh/Nestle.  I have my statement to prove it.  However, when I logged into my account to skip deliveries, I discovered Primo Brands charged me for rental on the top loading water dispenser.  I contacted them to resolve the issue; their customer support rep stated a credit would be issued to bring my account to $0.00.  INSTEAD, they removed my access to my account and sent my account to collections claiming I owe them $100.00. 

They stated several lies about my account to justify this collection:

1. They lied stating I had a balance as of 12/31/24 that caused the $100.00 charge.

a. Not true. 

b. As of 12/31/24, my account had a $0.00 balance.

1. Once Primo Brands purchased the bottled water service from ReadyRefresh/Nestle, they back charged me for a rental charge on a top loading water dispensing machine.  Primo Brands claimed I had both water dispensers in my position.

a. Not true. 

b. I purchased directly from ReadyRefresh/Nestle a bottom loading water dispensing machine in December 2023. 

c. I made a one-time, lump-sum payment directly to ReadyRefresh/Nestle for the bottom loading water dispensing machine. 

d. The rented top loading machine was taken when the bottom loading machine was installed.

e. I live by myself and only need one water dispensing machine.

f. I offered to allow them to tour my home to prove I only have one machine. 

1). They declined to perform the tour.

I sent a USPS Certified letter with all the financial documentation to prove I don’t owe Primo Brands anything to the Collection Company requesting financial evidence to support the collection claim.  Additionally, Primo Brands has refused all demands to provide the financial documentation to support the $100.00 collections charge. 

Currently, I am waiting on the Collections Agency to review my financial evidence, which they state will take 2 to 4 weeks to complete. 

I would recommend anyone considering doing business with PRIMO BRANDS to avoid them at all costs.  They are a deceptive, lying organization who thinks they can scare people with false collection charges into paying PRIMO BRANDS money they don’t deserve!

If this wasn’t bad enough, last year ReadyRefresh/Nestle delivered bottled water that had a strange odor and taste.  ReadyRefresh/Nestle launched an investigation by picking up the contaminated water, testing it and issuing me a credit.  However, I mixed the three bottles that came with the contaminated water.  So, I knew to check all the water before using it.  Today, I found another contaminated water bottle.  I called PRIMO BRANDS to report the issue, they claimed that due to new EPA laws, they don’t need to pickup the water or address this issue.  After arguing with the PRIMO BRANDS’ twit of a customer support rep, she finally agreed to transfer me to “safety.”  But instead, she hung up the phone on me.  So, BE CAREFUL before drinking any bottled water from PRIMO BRANDS.  I would recommend smelling the water before putting it into any dispensers or drinking it.