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FAQ Library

Billing FAQs

Equipment Service FAQS

General FAQs

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How do I update my Account Information (Addresses, Contact Information, Update Purchase Order, etc.?

Please click here to complete a request to update your account information.

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How do I setup automatic or electronic payments?

Setting up automatic payment is easy. Click here to go to our billing portal to setup automatic ACH or credit card payments. (Only available to U.S. customers at this time.)

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Where do I mail my payment?

Send a check by mail only:

Quench USA, Inc.
PO Box 781393
Philadelphia, PA 19178-1393

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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 add Quench.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.

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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.

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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.

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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. (Only available to U.S. customers at this time.)

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Why is there balance on my first invoice different than what is on my contract?

Quench’s invoice cycle is once per month. As a result, your first invoice from Quench may include a stub period, which is an invoice for a partial month. Your first invoice may also contain one time charge for installation and setup, which will be listed as a “Installation Fee” on your invoice.

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Why is there a past due balance on my invoice?

A past due balance is shown if a payment is late or has not been made. If you sent your payment later than your due date, your current invoice may have been generated before the payment posted to your account. If you still have questions about your balance, click here to submit your question to a Customer Care Representative.

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Can I update the unit locations listed on my invoice?

If the location of the unit on your invoice needs to be updated, please click here. The unit location will be updated on your next invoice.

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My organization is tax exempt, why am I being charged for tax?

If you are being charged for tax and you should not be, please click here to update your tax exempt status on your account.

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My business is closing or moving, do I need to notify Quench?

If your business is moving, Quench would be happy to relocate your cooler to your new facility. Click here to notify Quench.

If your business is closing, please call 888-554-2782 to speak with a Customer Care Representative.

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What is my contract end date?

If you need to know your contract end date, please call 888-554-2782 to speak to a Customer Care Representative who will be able to provide your contract end date.

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Where can I obtain a copy of my contract?

Please call 888-554-2782 to speak to a Customer Care Representative who will send you a copy of your contract.

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I would like to upgrade/change my water coolers. Who should I speak to?

To discuss upgrading or changing equipment, please call 888-554-2782 to speak to a Customer Care Representative.

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I would like to add or reduce the number of water coolers on my account. Who should I speak to?

If you need to discuss adding a water cooler to your account, please call 888-877-0561 to speak with a Quench Water Expert.

If you need to discuss removing a water cooler from your account, please call 888-554-2782 to speak with a Customer Care Representative.

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Where can I obtain Quench’s EIN number or copy of Quench’s W-9?

Please click here. to obtain a copy of our W-9.

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Where can I obtain a copy of Quench’s Certificate of Insurance?

Quench would help you obtain a specific COI. It typically takes 2 – 4 business days to receive a COI once requested. Please click here to initiate a request.

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I need Quench to fill out vendor registration, safety forms, vendor forms, etc.

Please click here to initiate a request, and Quench will complete and send the required vendor forms.

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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.

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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.

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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.

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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:

  • Unplug the water cooler
  • Remove the drip tray and front panel
  • Wipe the bottom of the cooler with a paper towel
  • Let air dry for 30 minutes
  • Plug the water cooler back in

If your water cooler is still beeping, please click here to request service.

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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.

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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.

  • Check to see if water will come out of your sink to ensure the water to the building has not been shut off.
  • Check the water line (the tubing connected to the water cooler) to ensure the line is not pinched
  • 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.
  • Try again to dispense water from the water cooler


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

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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.

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

Please follow the steps below to troubleshoot your water cooler.

  • Check the outlet to ensure your water cooler is plugged in, and make sure the outlet is working.
  • If the water cooler is used by multiple people in succession, the cold water tank may not be filled with water at optimal temperature. Wait 15 – 20 minutes and check the cold water again.


If your water cooler still does not dispense cold water, please click here to request service.

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

Please follow the steps below to troubleshoot your water cooler.

  • Check the outlet to ensure your water cooler is plugged in, and make sure the outlet is working.
  • 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.

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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.

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My water has an off taste, what should I do?

Please follow the steps below to flush your filter(s). If your water still has an off taste, please click here to request service.

  • Check the outlet and make sure your cooler is plugged in, and make sure the outlet is working.
  • Flush the filters by filling and discarding a gallon of water from your cooler.
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How are bottleless water dispensers installed?

Typically, installing a Quench water system is as easy as installing a coffeemaker or ice maker. Our certified, insured, and highly-trained service professionals install coolers with virtually no disruption to your facility – typically in less than an hour. Please click here to watch our short video on how our water coolers are installed.

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I have well water, can Quench purify my drinking water?

In the U.S., water with TDS of 400 ppm (parts per million) often has a detectable “off” odor or taste. Quench recommends reverse osmosis filtration for customers who rely on well water or have tap water with TDS levels of 400 ppm or higher.

Please click here to read more about Reverse Osmosis. Or you can call 888-877-0561 to speak with a Quench Water Expert who will answer any of your questions.

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Will a Quench filtered water cooler remove fluoride from my water?

Quench’s standard 5-step carbon filtration does not remove fluoride from tap water. However, reverse osmosis filtration does remove fluoride, and is optional on most Quench water coolers. The choice is yours!

If you have more questions about removing fluoride from your water, please call 888-877-0561 to speak with a Quench Water Expert.

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My municipal water service has issues a “boil advisory.” Can I still use my Quench machine?

A boil advisory or alert is often issued when levels of microbial contaminants in the main water supply are at unsafe levels. You should stop using your Quench machine for the period of the boil alert. Please shut off water to the machine by turning the valve to the OFF position and unplugging the machine from the electrical outlet.

Follow all instructions issued by your state or local authorities. When the boil advisory has been lifted, Quench will service your machine, including sanitizing the tanks and replacing the filter, to ensure that the unit has not been affected by microbial contamination.

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What is Energy Star Certification?

Established in 1992 as part of the Clean Air Act, Energy Star is a a program run by the U.S. Environmental Protection Agency (EPA) that helps businesses and individuals save money through energy efficiency. Water coolers are tested by measuring the energy being used in a 24-hour period to maintain cold and/or hot water at the appropriate dispensing temperature. Quench currently has 3 Energy Star certified water coolers, the Quench 640, the Quench 720 and the Quench 760. While not all Quench water coolers are Energy Star certified, they are more energy efficient than the delivery of 5-gallon plastic jugs.

If you would like to learn more about Energy Star, please read our Energy Star Information Sheet

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Will switching to Quench increase our water and electric bills?

Municipal water is typically only 20 gallons per penny. It’s by far your least expensive utility. Adding filtered coolers usually will not change your water bill by more than 25 cents TOTAL per month, or less than $3.00 for the entire year! The electrical usage is equivalent to energy usage of bottled water coolers, which is approximately $3.50/month.

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My municipal water service has issues a “boil advisory.” Can I still use my Quench machine?

A boil advisory or alert is often issued when levels of microbial contaminants in the main water supply are at unsafe levels. You should stop using your Quench machine for the period of the boil alert. Please shut off water to the machine by turning the valve to the OFF position and unplugging the machine from the electrical outlet.

Follow all instructions issued by your state or local authorities. When the boil advisory has been lifted, Quench will service your machine, including sanitizing the tanks and replacing the filter, to ensure that the unit has not been affected by microbial contamination.

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How do I dispense hot water from my Quench 730/750 or 735/755?

To dispense hot or room-temperature water from a Quench 730/750 or 735/755:

  • Press and hold the red button for hot water or green button for ambient water, until the red light flashes (may take up to 5 seconds).
  • Release the red or green button.
  • Press and hold the blue button to dispense hot or room-temperature water into your cup.
  • Release the blue button to stop water flow.


Click here to download our detailed Dispensing Instructions for the Quench 730/750 or Quench 735/755.

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I am not currently a Quench customer, can I sign up for just the Office Coffee Service?

Unfortunately, no. We offer Quench Office Coffee brewers and supplies only in combination with a Quench filtered water cooler and/or ice machine. This is so we can guarantee that the water that goes into your brewer is as clean and great-tasting as possible. One of our Quench Water Experts would be happy to help you make us your one-stop-shop for water, ice, and coffee.

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Will I be exposed to unsafe levels of mercury from the UV light bulbs used in UV sanitization?

No, Quench takes the proper precautions to prevent any exposure to mercury. While UV light bulbs do contain low levels of mercury vapor, the mercury vapor is isolated from exposure by a lamp envelope and a lamp sleeve and is not released while the bulb is in use. The energy from the UV light interacts with the mercury vapor to kill germs, bacteria, and viruses. The only possible exposure to the mercury vapor would be when the lamp envelope and lamp sleeve are broken. To prevent the UV light bulbs from breaking, our service technicians replace the UV light bulbs once a year during the preventative maintenance routine.

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Will a Quench filtered water cooler remove fluoride from my water?

Quench’s standard advanced carbon filtration does not remove fluoride from tap water. However, reverse osmosis filtration does remove fluoride, and is optional on most Quench water coolers. The choice is yours!

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Will switching to Quench increase our water and electric bills?

Municipal water is typically only 20 gallons per penny.  It’s by far your least expensive utility.  Adding filtered coolers usually will not change your water bill by more than 25 cents TOTAL per month or less than $3.00 for the entire year!  The electrical usage is equivalent to energy usage of bottled water coolers, which is approximately $3.50/month.

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What is Reverse Osmosis?

Reverse Osmosis (R/O) is a water purification technology that removes dissolved solids from drinking water. Dissolved solids are small organic and inorganic particles that are suspended in water. Dissolved solids vary by location, but include chemicals like salts, calcium and phosphates. Water with high total dissolved solids (TDS) levels often appear cloudy and can have “off” odors. Quench recommends reverse osmosis filtration for customers who rely on well water or have tap water with TDS levels of 400 ppm or higher. R/O technology is standard on the Quench 800 and Quench 940, and optional on all other coolers. All R/O-equipped water coolers require a drain line.

If you would like to learn more about R/O technology, please read our R/O Information Sheet.

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What is Energy Star Certification?

Established in 1992 as part of the Clean Air Act, Energy Star is a program run by the U.S. Environmental Protection Agency (EPA) that helps businesses and individuals save money through energy efficiency. Water coolers are tested by measuring the energy being used in a 24-hour period to maintain cold and/or hot water at the appropriate dispensing temperature. Quench currently has 3 Energy Star certified water coolers, the 640, the 720, and the 760. While not all Quench water coolers are Energy Star certified, they are more energy efficient than the delivery of 5-gallon plastic jugs.

If you would like to learn more about Energy Star, please read our Energy Star Information Sheet.

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What are my payment options?

Quench makes every aspect of supplying your office with fresh water as easy as possible. This includes offering ACH or electronic payments so that you can set up payment and forget it.

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Is Quench really that much better than bottled water?

Absolutely. The cost, convenience, and environmental savings are substantial and grow exponentially over time. And Quench uses state-of-the-art technologies, such as UV sanitization, 5-stage carbon filtration, and reverse osmosis, to ensure that Quench filtered water coolers provide the cleanest, healthiest, best tasting water available.

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Is Quench really a green office water solution?

You bet. Traditional water delivery services rely on 5-gallon plastic jugs. In just one year, the manufacturing of those plastic jugs, the process of bottling the water, and then trucking it to you

  • Uses 140 million kilowatt hours of electricity
  • Burns 6 million gallons of fuel
  • Dumps 70 million pounds of plastic waste into landfills
  • Wastes million of gallons of water

Quench filtered water coolers, on the other hand, have a positive impact.  Replacing just one traditional 5-gallon jug cooler is the greenhouse gas equivalent of planting up to 120 trees each year. Learn more about our Environmental Stewardship.

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If my cups are damaged or do not arrive, who do I contact?

Please call the number that is included with your confirmation email.

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How will I be billed for my cups?

An invoice for the cups, including shipping and handling, will be sent separately from your regular monthly invoice.

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How long will it take for my cups to arrive?

Normal delivery times are between 5 and 10 business days.

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How do I order cups?

You can easily reorder cups here.

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How do I know what the cost savings will be?

Quench is much less expensive than traditional bottled systems.  Consider the costs of managing your bottled water inventory.  It adds up fast, especially if you have multiple bottled water units.  To get some hard numbers, try our cost calculator.  If you’d like more detail, please contact a sales representative for a free quote.

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How are bottleless water dispensers installed?

Typically, installing a  Quench water system is as easy as installing a coffeemaker or ice maker. Our certified, insured and highly-trained service professionals install coolers with virtually no disruption to your facility – typically in less than an hour.

Video Transcription: Installing a new Quench machine in your place of business couldn’t be simpler. Over the last 20 years we’ve installed more than 60,000 filtered water coolers and ice dispensers in all sorts of settings; professional offices, retail stores and show rooms, warehouses and distribution centers, hospitals and schools. Our technicians are all insured and have undergone extensive training at our own Quench university. Generally speaking a Quench cooler can be situated just about anywhere you need drinking water as long as there is an electrical outlet close by and a water source somewhere in the building. Even in settings with an especially high ceilings or where the nearest water source is up to 200 feet away. Our installer can have your Quench machine up and running quickly and with minimal disruption to your business, typically in less than an hour.

The first thing your Quench technician will do is to confirm the location of a 110 volt grounded power outlet. Next he’ll locate a convenient water source in your building and connect a water line from the source to the water cooler. Our installer can run a water line virtually invisibly behind walls, above drop ceilings or under base boards where tubing is fed through an opening in the wall, it is finished with an outlet plate, similar to a cable television connection. Quench uses only food grade tubing and high quality fittings and all installation work conforms to local building code requirements. Ball valves are installed at either end of the water cooler line for easy shut off and machine maintenance.

Finally, your Quench installer will test the unit to ensure that it is working perfectly and leave your space as clean as he found it. We’ll see you again when it’s time for your Quench machine’s regular preventative maintenance, usually in a year. In the meantime, all you have to do is enjoy and endless supply of great tasting healthy Quench filtered water.

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Does Quench service local residences as well as businesses?

Quench does not rent or service water filtration systems for residences at this time. However, we have several water coolers available for sale.

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Can I pay my monthly bill online?

If you are based in the U.S., you can pay your bill online using Quench’s online payment option. You can find it here.
If you are based in Canada, you cannot pay your bill online at this time.

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Can a Quench water system be installed in a spot that isn’t adjacent to a water source?

Almost every building has a water source that can be tapped for a Quench water system.  It does not have to be adjacent to the cooler location.  Quench coolers can be installed where ever there is water within 200 feet.

 

Video Transcription: Installing a new Quench machine in your place of business couldn’t be simpler. Over the last 20 years we’ve installed more than 60,000 filtered water coolers and ice dispensers in all sorts of settings; professional offices, retail stores and show rooms, warehouses and distribution centers, hospitals and schools. Our technicians are all insured and have undergone extensive training at our own Quench university. Generally speaking a Quench cooler can be situated just about anywhere you need drinking water as long as there is an electrical outlet close by and a water source somewhere in the building. Even in settings with an especially high ceilings or where the nearest water source is up to 200 feet away. Our installer can have your Quench machine up and running quickly and with minimal disruption to your business, typically in less than an hour.

The first thing your Quench technician will do is to confirm the location of a 110 volt grounded power outlet. Next he’ll locate a convenient water source in your building and connect a water line from the source to the water cooler. Our installer can run a water line virtually invisibly behind walls, above drop ceilings or under base boards where tubing is fed through an opening in the wall, it is finished with an outlet plate, similar to a cable television connection. Quench uses only food grade tubing and high quality fittings and all installation work conforms to local building code requirements. Ball valves are installed at either end of the water cooler line for easy shut off and machine maintenance.

Finally, your Quench installer will test the unit to ensure that it is working perfectly and leave your space as clean as he found it. We’ll see you again when it’s time for your Quench machine’s regular preventative maintenance, usually in a year. In the meantime, all you have to do is enjoy and endless supply of great tasting healthy Quench filtered water.