Sales: 888-877-0561 Service: 888-554-2782

FAQs

Billing FAQs

How do I request a copy of a current or previous invoice?

To request copies of invoices, please click here. Please be sure to provide your account number, the month and year of the requested invoice(s), and the email address where the invoice(s) should be sent.

Quench recommends that you sign up to receive your invoices automatically via email. Click here to request auto invoicing.

What do the charges on my invoice mean?

Please click here to see a sample invoice which include explanations of select fields.

If you have additional questions, click here to submit your question. A Customer Care Representative will contact you to answer any of your questions.

I signed up for electronic payments. When will my credit card be charged?

The credit card listed on your account will be charged on the 1st day of the month. If you are billed quarterly or annually, the credit card listed on your account will be charged on the 1st day of the 1st month of your billing cycle.

If you would like to change your billing information, the credit card that is being charged, please call 888-554-2782 to speak with a Customer Care Representative.

I signed up for automatic payment. Will I still receive an invoice?

Yes, you will receive an invoice by email about one week before your credit card is charged on the 1st day of the month. The invoice by email can also be sent to multiple people within your organization. To ensure proper delivery of the invoice by email to your inbox, please addQuench.USA@secure.gotobilling.com to your address book.

 

You will also receive a notification email on the 1st day of the month of your billing cycle alerting you that your credit card will be charged per the invoice by email.

If you would like to change your billing information, the credit card that is being charged, or who receives the billing emails, please contact customer service by email or by calling 888-554-2782.

Equipment Service FAQs

There are black specs in my water, do I need to be worried?

No, you do not need to be worried. At times, activated carbon residue from the filter may appear in your water. To resolve, please flush your filters by filling and discarding a gallon of water.

If there are still specs in your water, please click here to request service.

My water cooler is not heating water, what should I do?

Please follow the steps below to troubleshoot your water cooler.

  1. Check the outlet to ensure your water cooler is plugged in, and make sure the outlet is working.
  2. If the water cooler is used by multiple people in succession, the hot water tank may not be filled with water at optimal temperature.

If your water cooler still does not dispenser hot water, please click here to request service.

My water cooler has slow flow when dispensing water or is not dispensing water at all, what should I do?

Please follow the steps below to troubleshoot your water cooler.

  1. Check to see if water will come out of your sink to ensure the water to the building has not been shut off.
  2. Check the water line (the tubing connected to the water cooler) to ensure the line is not pinched
  3. Check the ball valves (the valves along the water line) to ensure they are in the “on” position; the switch should be parallel to the water line.
  4. Try again to dispense water from the water cooler

If your water cooler is still not dispensing water, please click here to request service.

My drip tray is overflowing or draining water, what should I do?

Drip trays on most Quench water coolers are not drains and may need to be emptied periodically.

Why is my water cooler beeping?

Some Quench water coolers are equipped with leak detection. The leak detection may have detected moisture in the bottom of the water cooler. This is often caused by an overflowing drip tray, or excess condensation in the water cooler. Troubleshooting instructions are below:

  1. Unplug the water cooler
  2. Remove the drip tray and front panel
  3. Wipe the bottom of the cooler with a paper towel
  4. Let air dry for 30 minutes
  5. Plug the water cooler back in

If your water cooler is still beeping, your UV light may need to be changed. Please click here to request service.

Why is the light on my water cooler blinking?

The light on your water cooler blinks when the UV light is sanitizing the water inside your tank.

Who can I speak to about moving my cooler to a different facility or to a different location within my facility?

If you need your cooler moved, Quench will send a trained technician to move your cooler properly. Additional fees may apply. Please click here to create a request.

How often does Quench change my filters?

The frequency your filter(s) are changed is determined by the type of water cooler and filter(s) you are using. However, Quench will typically change your filter(s) once every 12 months.