Deep Rock Water

WORST EXPERIENCE in years! I hesitantly allowed a gentleman at Costco to take down my name and phone to be contacted with more info to sign up for services. I was told repeatedly this was only an inquiry and I’d be allowed to review options and sign up for services once a rep contacted me. Someone did contact me 4 days later and I let him know I hadn’t talked with my husband yet to agree to service. The rep said no problem and directed me to contact them when I was ready to sign up. I GAVE NO AUTHORIZATION nor did I select a plan/​water type to come to my home. That week 3 bottles of water were delivered, billed within that week. I attempted to contact the company via phone and email over 22 times! I even tried responding to their emails for customer service, I sat on hold for 30 – 60 minutes, giving up each time. NO response from repeated emails. Finally, after I called Costco to ask them to intervene, a week later someone from Deep Water contacted me after the water had frozen and exploded all over my front porch, creating an ice slick. I was promised by 3 reps the water containers would be picked up and my account closed. They didn’t pick up the containers for another 4 weeks! It’s now 3 months later, I’m STILL receiving a bill for the water I NEVER ordered. Today was the“final” call made and assured the $ 18 was removed for good. 27 calls, 3 supervisors and 4 total months to remedy something that I never truly wanted! DON’T get sucked in to this company and I will be letting Costco know of headache this has been.

I thank the company so far!
Day 1 of my setup schedule for installing the machine was successful! I was worried about all these negative reviews but it didn’t happen to me. I’m going to check it out for a few months and come back for new feedback. Stay tuned!

OMG! I wish I had read the reviews before doing business with there people. They are the absolute WORST! They never show up when they say they will. Seriously. During my entire time with them, they not once showed up on the scheduled day. They messed up on our bill, overcharged us. Needless to say, I cancelled the service. And I’m still trying to collect the deposit they charged me for the bottles. Even thought they did show up, on the wrong day of course, to pick up the bottles over 2 weeks ago… Save yourselves. Just don’t do business with them.

First the scheduled me three different times for delivery and never showed up, then I was told as a new customer I would be getting a credit of $ 50.00 and that I was being charged $ 12.98 a month for the water and rental of the cooler! The day I talked to them to set up they charged my credit card $ 50.00 (not sure how they figure charging me was giving me a credit) then finally weeks later they got my delivery right, same day as delivery I get charged $ 61.45 to my credit card again we are now up to $ 110.45! 4 bottles of water and cooler later! Called them 4 different times immediately get put on hold for over 20 minutes before I hang up and try again!

There seriously needs to be a zero star option. This is hands down, the most poorly run company that I have ever done business with. Their customer service is now 1500 miles away in sunny Florida and 90% of their reps act like this is their first job. They are masters of placing you on hold for eternity, after its already taken 45 minutes to talk to someone. Prisoners get better treatment than customers of this so called «business».
We started service in August of this year annnnnnd the initial order was billed wrong, as well as not getting all our stuff. The cooler dos not work properly, which took a couple weeks to get rectified. Should’ve walked away then. Several missed deliveries later and an abundance of wasted phone time and time off work to deal with their Monday through Friday token schedule, and we finally cancelled 2 days ago. You know, because we came home to 4 5-​gallon bottles delivered when we ordered ONE. A $ 45 bill later (which is usually under $ 30 per month for two deliveries), and they still had no answers for why the driver didn’t follow the order and leave what was ordered. They did not try to retain us, simply said, «I can cancel you right now.» They didn’t care what the issues were or how to fix them, they only care about the $. Another website gives them 1.2 stars out of 5 with 43 reviews that are even worse than mine. Not the first time that’s happened and we still haven’t been credited correctly from the first snafu. But wait, we can’t cancel because we still have their equipment, which was confirmed last night to be picked up today and then without our knowledge, and having taken off work yet again, conveniently changed by their delivery driver to Monday for pick up. 3 hours of phones calls this week has resulted in no progress, except, «it’s scheduled to be picked up». It’s 5 degrees and it’s a dispenser WITH WATER which has to be left outside for them to pick up. Or better yet, get stolen because we refuse to take any more time off to accommodate them.
Their supervisors make promises they never keep, they charge your account at will and then they can’t even figure out their own bills when trying to explain them to you. I’ve communicated better with dead people compared to their customer service staff that sounds like they dropped out of the 2^nd grade. Multiple, like 4 – 5 attempts to reach out the to Denver delivery supervisor and the Denver regional manager have gone by the wayside. They won’t even respond to their own customer service staff or answer their phones while your listening on the other line at the attempts. Their supervisors have requested that calls be made directly to us regarding the issues and not one has ever been received. Email inquiries go unresponded to, no answers are ever given as to why Denver staff suck more than an F-​5 tornado.
When the delivery driver, who works on commission, has no reins or oversight, there’s bound to be issues. I cannot understand how a company can stay in business with the service they provide. While friends in other parts of town say their deliveries are good and drivers are always accurate, we seem to have the rogue, thieving kind of company drivers in Aurora/​Centennial. Whatever you do, do it with another company. Rocky Mountain and El Dorado are in no way affiliated with this company and they’re local, which makes it easier to get in touch with if there is ever an issue. BBB complaint is next as well as call to their parent headquarters in Atlanta. For all the sh*t we’ve gone through and all the time they’ve wasted for us, you bet it’s worth making them respond to a BBB complaint… it’ll only be one of over 500 in the past 12 months. That says a lot right there.
Stay away. Drink toilet water. Fresh water is overrated. Especially from Deep Rock. There’s a great deal more to their issues and the inconveniences they’ve caused, such as having to cancel debit cards so they can’t steal money from unauthorized deliveries, but I’m tired of talking about them. I’ll drink my own pee before I ever support them again.

Worst company I have ever encountered. I tried to cancel my service and instead of cancelling they continued to deliver to my old address and delivered to my new address which I did not even give them. Their customer service is not helpful (if you can even get through) and they are truly just selling you overpriced tap water. I wish I could give them zero stars.

I have had service with Deep Rock for nearly 2 years. I have to call almost every month because we get skipped on our deliveries for some reason. Billing is never correct. I had 0 deliveries in September and when I called they said I was going to be credited for that month. Credit never happened. Customer service is horrible. Delivery driver are sketchy and look like they just got out of prison.

Ordered the $ 25 dollar plan from Costco. The bill slowly crept up each month despite me repeatedly calling to have only 3 bottles delivered. So they would take back the extra bottles and still charge me. I ended up with a $ 70 bill like a another reviewer said. Their customer service reps when you call are abysmal. I never got my bottle deposits back either. Do not do business with this company. I will be contacting the BBB

These guys have the worst customer service. Well, actually, they might be okay but it’s hard to tell because they don’t ever answer their phone. I had called a few times to try to get them to come out and service my water cooler… no answer. Then I tried calling to disconnect my service because I literally cannot believe how crappy their CS is and still no answer. I never had problems with water being delivered on time, but you cannot get in touch with this company and its a bunch of crap.

Truly one of the most atrocious companies. They need to go out of business. I don’t know how they’re still around. Their water is the most expensive and yet their customer service is consistently and reliably incompetent, error laden, uncaring and discourteous. They miss delivery dates; they deliver too many bottles at their whim; they overcharge in excess of actual bottles delivered; they «forget» to credit you for returned empty bottles; they put you on hold for an eternity while you try to make them correct their mistakes; they don’t apologize for over charging you and tell you it’s a quick fix so quit your whining; and then they don’t refund you as they say they would after they acknowledge they’ve overcharged you. Then you have to start another nightmarish call cycle to get them to fix their overcharging and underdelivering of water, and it never ends.
hello eldorado springs. I’m switching to you. It’s inconceivable that you could be any worse than deep rock.
Deep Rock, you suck.

This company is a fraud, and a thief… Don’t ever give them your credit card, they will make unauthorized charges. And when you call their customer service line, nobody cares and won’t help. worst company ever…

If I could give zero stars, I would. Unfortunately, they are the only water service we can find in the high country. They are the absolute worst! Every time I call, I am on hold for at least 20 – 45 minutes and they are rarely helpful. Any time they promise to make a delivery, they are days late, sometimes a week. I call to see when they can come and they just tell lies lies lies. They know they are the biggest and the only providers so they don’t care at all. Go somewhere else if you can.

My experience has been quite different from the reviews. We’ve been a customer for about ten years or so, and service has always been on time and courteous. The only contact with customer service was a leaking cooler and there was a couple of days delay in its delivery, but otherwise fine. A few months ago, we asked the driver to put the bottles by the garage instead of the front porch and they’ve done so without a hitch.

This has nothing to do with the water and everything to do with the customer service. More than 75% of the time I call in to talk to someone, their customer service line goes to busy. Even when you get to talk to someone and suspend your water service, doesnt matter, they will leave another 3 bottles at your front door (we have 12 bottles at the moment). Now if we could talk to someone to try to fix it things would be okay, but see the beginning of this review. We will be cancelling and going with another provider who cares about customer service.

There should be an option for ZERO stars. Tried to get water replenished in the office for over two weeks in downtown Denver, Deep Rock cancelled delivery twice without notice. Deep Rock’s customer service is impossible to reach, even to cancel your service. Better off with the smaller local companies who actually want your business.

Surprise surprise, they didn’t follow through on their promises. The refund that was issued was half the amount I was promised earlier in the week. After 40 minutes of trying to explain this situation to someone who did not seem mentally equipped to be helping people on the phone, I was disconnected. Now, I’ve wasted an afternoon and all 4 of their 800 numbers are BUSY. I’m so furious with the absolutely atrocious «service» this company imposes on people. Positively HORRIBLE!

Wish I would of read the reviews before I signed up at Costco. The sales rep at Costco was very knowledgeable and had great customer service but after my first delivery service went down hill! My drop off dates weren’t correct, the delivery would be random with no call. Then I received my first bill of $ 46 for 3 –5 Gallons of water and the water dispenser! When I was told the price was $ 18 a month. I called customer service waited 30 mins on hold then got transferred, asked about the bill and got hung up on. Finally cancelled after 3 attempts to speak with someone just about my bill and got no answers! Finally cancelled and it took 2 months for deep rock to do a pick up and the pick was random no call or anything! Very unprofessional! No sure how this company is in business! Now my bill is $ 76 and still no one I can get a hold of to speak with

Worst delivery service ever! 3 deliveries missed and absolutely no concern from their customer service. After the 2^nd 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!

STAY AWAY, far far away from this outfit.
I am on hold as usual; and have plenty of time to write a review. I had a cooler delivered to a new location but it didn’t work I waited 2 months for them to pick it up and another 3 weeks for them to bring me a replacement guess what… it doesn’t work either! Don’t they test their own equipment? This is ridiculous. If they bother picking up the phone I am going to cancel my service. I have been using their service for over 10 years and am shocked at this awful customer service.

It’s my worst experience working with a company!!! If you registered with this company, you need to pay attention on how many bottles they sent you! Pay attention on your invoices! Customer service was so bad handling you!!! Customer service is absolutely AWFUL!!! So glad we don’t have to deal with Deep Rock anymore!!!
It’s my worst nightmare!!!