Good Water, Bad Service
Yet another example of enshitification. A poorly run company more focused on rebranding and market rollup strategies than providing consistent service. I used their delivery service for a few years. The drinking water in Spanish Fort, Alabama is barely drinkable and I wasn't thrilled with the copious amount of plastic waste generated by our drinking water habits. We signed up under the Kentwood Springs brand. The bottom-loading aquabarista is a decent and convenient dispenser. Having on-demand hot water was convenient for making tea and the K-cup support is cool for people that are into that. The water tasted very good, especially in contrast to our municipal drinking water. For awhile the service just worked the way it should. I put out bottles every two weeks, someone came by swapped them out with the desired quantity of replacements. I didn't spawn a meeting for me to get my water and the driver was as disinterested about hanging around at our house as I was about being interrupted for nonsense during deliveries. I made it convenient for him, he made it convenient for me... we chin-nodded from across the yard and we added him to our Christmas-time appreciative gift recipient lists. Last year the service took a turn for the worse. I'd come home from work to find way more bottles than I asked for or they'd miss our delivery entirely despite the flurry of text-reminders to put our bottles out. This turns a portion of my cramped garage into a bottle-storage warehouse and sends us moving bottles in and out multiple times based on the seemingly bipolar notification schemes. When a driver would grace us with his presence, I'd get to hear him complain about being short-staffed and overworked and more than one time I caught them rolling 8 or 10 water bottles into the garage when I asked for 3. We moved to an adjacent town in a new construction dead-end-for-now road and it is clear to me the driver doesn't like delivering to this location I update the app that I want 2 bottles and they leave 5 or 6 - every freaking time. The water quality at our new place is passable and I realized that the hassle-to-value ratio of our Primo Brands service finally pushed me to cancel the service. Because again... My garage isn't your damned warehouse, I choose the amounts to order, not you. ...and of course they even no-showed us today on the equipment and remaining empty bottle pick up that they scheduled to close out our service.