5 On Your Side

Woman Taps Into Promise After Leaking Bottle Floods Floor

Posted December 2, 2004

— Bottled water is a luxury many people have come to love.

Kathy Ward has a dispenser that holds a 5-gallon jug of water. When one jug did not hold the water and flooded her vinyl floor, she wanted the company to pay.

In February, Ward said she put a full bottle of Diamond Springs water into its dispenser and it leaked.

"There was an inch of water everywhere and the bottle was empty," Ward said. "We mopped and mopped and mopped. We used blankets and washed blankets and blankets and blankets. It was unbelievable."

The worst part, according to Ward, was that the water damaged the floor and the subfloor. The least expensive repair estimate was $1,600.

Ward called Diamond Springs district manager Steve Taylor.

"He was very understanding and I thought we were going to resolve it," she said.

Ward said Taylor told her to have the floor fixed and then the company would pay.

"We said, 'No. That's not going to work like that,' Ward said.

Ward did not feel confident that she would be reimbursed. Then, when Taylor did not return her calls, she called Five On Your Side.

Diamond Springs general manager Tim Caples said part of the problem is the company gets this type of complaint "two out of the five days of the week." He called the situation "cloudy," saying sometimes customers break bottles, but are not always honest.

Caples said since Ward was promised, he sent her a $1,600 check to replace her floors.

Ward said she does not have to worry about the water bottle leaking anymore. She now uses a water filtration system in her refrigerator.

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