Quench USA
Reviews and Complaints

This business has terrible practice. Read the fine print of their agreement. Their sales rep tells you it's only $60 to install and a reasonable 'rental' rate per month, but completely leave out that they charge you $150 to remove EACH device! Buying water coolers is 10x cheaper, and you can uses glass bottles. I find it funny that this business is graded A+ by ComplaintsBoard.com, yet has 8, 1 star reviews. If you think about what the customers needed to go through in order to write these, you can only image that there are 10x the number of unhappy customers less motivated.

Our spa has been a Quench customer for 12 years. Recently, our machine developed a crack and when my manager called to have it replaced, was told that model was no longer available. We would have to upgrade to a new larger model at twice the price. I told my manager that, as long as there was no new contract, it would be fine. Our previous contracted had ended many years ago and we had been on month to month since. A new cooler was delivered on Monday and I called Quench to confirm that we were still on month to month, as my manager had taken medical leave to look after his family during COVID-19. I was told that there was a 3 year contract. I instructed Quench to remove the machine immediately, as we were closing the spa due to COVID-19 and all of my staff had been laid off. I was told I was out of luck and on the hook for 3 years of payments. After 12 years of partnership with this company, I cannot believe we are being treated this way!

We have been trying to get in touch with Customer Service in this company since August. Repeated emails and voice messages have yielded no response.

We had a contract with another water company for 8 or more years. The contract was sold to Quest and when we tried to cancel we were told we had to pay for months we were not using because our old contract started that it would renew yearly not monthly. Our equipment was old and not serviced often which is the reason for us switching. The company did not care about our concerns or that we have not been using their equipment for over 3 months and are also trying to get an additional 150$ for removal.

We purchased 2 Quench water filter units around January 1. They were both identical. One we had numerous problems with and the condenser broke after about a year of use! We did not even use the one that broke half of the time of the other identical unit! We contacted Quench numerous times and they refused to do anything except try and sell us a new unit! We paid close to seven hundred dollars each and they should have lasted longer than a year. The fact that the other one is still fine tells me they sold us a lemon!

We had Quench for Water as well as Coffee. We cancelled in November when our contract would be up in December. Typically we are to make a minimum monthly purchase and if not would be charged a fee for the month. When cancelling this topic was discussed and we were told it would not apply for December since we cancelled in November. We paid the equipment removal fees. A few months later we receive emails saying we are over due. I contact Quench directly asking about what had been discussed about the monthly minimum, I just received one response saying we agreed to it in the contract. If the agent had answer my question correctly I would have purchased the correct amount of product from them to avoid the fee.They charged us the shortage fee for the 4th quarter. Also we somehow missed paying a tax portion on one bill. The amount that was overdue to sent to collections was for $37.50. My accounting takes 45 days to process, and that is listed as our terms. At this point I believe we owe about $400 for the shortage bill plus the missing tax portion, yet there is a credit of $50ish dollars I get in the middle of all this. Then I receive a letter about sending us to collections for a balance of $2848. Next I get a call from a collector and ask him to send me the invoices. I'm confused about what I receive, one invoice appears to be a credit, yet was zeroed out. The Collector is rude, and does not even try to explain it to me so that I can get the correct amount sent to my accounting department. I contacted Quench directly, am waiting for response back. We will pay our bill, but I need to understand actual amount due and to know why our credit was removed, and where the $2848 figure came from.

Our contract with Quench was up in July. We went ahead and cancelled out service since no one was working in the office due to COVID. They came and picked up the machine and that should have been the end of it. At the beginning of August we received an invoice for $106.18. We reached out to Quench to figure out what this invoice was for. They verified our account was closed and we should not have gotten the invoice. They said they would sort out the issue and contact me when it was resolved. A couple weeks go by and I don't hear anything and we then start getting automated phone calls about a past due invoice. I reach back out to the company and ask to speak to a supervisor. I speak with a supervisor, Supervisor 1, and they assure me they will fix the issue and stop the calls from coming. They informed me they would reach out to me as soon as it was resolved. A week or so goes by and I don't hear anything. I called back speak to another supervisor, Supervisor 2, and go through the whole ordeal again. They see our old ticket and verify that we shouldn't be getting these calls (the calls are coming multiple times a week now). They tell me they will call me back later that day. I tell them other supervisors have told me the same they and never call me back, but Supervisor 2 assures me she will call me back before the end of the day. The end of the day comes and goes, no call. I call them back the next day and Supervisor 2 apologizes for not calling me back. She said she will get the issue resolved and call me back shortly. Supervisor 2 does call me later this day and says the calls should before mid-way through the next week (this would have been the second week of October). All the following week we continue to get calls. I call on October 20th asking for Supervisor 2. The person I spoke with did not transfer me but created a new ticket in the system and said she would send this to her supervisor. I asked if this supervisor could send me an email verifying that we owe nothing and the account is closed. I told them I would be blacklisting their phone number from our system so we would not continue to get calls once we had this email confirmation. October 20 an Account Manager emailed me stating the invoice would be credited and it should have never been issued since we closed our account before August. I go head and blacklist their phone number in our system. The following week we get a new email stating we owe $212.36 now. Two days later we get a new invoice for an additional $106.18. The following day we get another phone call from a new number, but this time it is a person and it's not an automated message. Months of automated messages from the same number and when I inform them I will be blacklisting their number they have a person call us from another number attempting to collect this "debt." We provide this person the case numbers for the situation and they confirm they can see the notes and apologize for calling us. Meanwhile this same week I reached out to Account Manager via email on Sunday and Tuesday about the new invoices and new phone number asking for an explanation. After both these emails go un-answered I leave a voicemail on her direct line first thing Wednesday morning. It is now Tuesday around lunch and I have yet to hear anything from this Account Manager.