ComplaintsforCulligan by WaterCo of New England

• Initial Complaint

  09/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Culligan has been delivering water to us for the past few years and have been great. About two months ago they stopped calling/texting before delivery so I was unable to put my empty 5 gallon containers outside for them to collect. When they do not collect bottles, they do not leave bottles. Finally last week they called to make a delivery. I put my bottles outside and asked that they not leave any new bottles because I no longer want to do business with them. So they collected 8 bottle and now owe me over $50 (in empty deposits) but no one ever answers the phone or calls back after I leave a message.

  Business response

  10/08/2024

  We spoke with *****. Culligan is currently going through a software migration that needed a few bugs worked out. Unfortunately, *****'s account encountered a couple issues. Customer agreed to continue with service and we utilized the overpayment to cover 2 months and we gave her an additional month for free for her inconvenience. 

   

   

  Customer response

  10/08/2024

  
  Complaint: ********
  
  I am rejecting this response because: I was paying for seven bottles of water each month (and did not receive delivery for two months) and was comped 3 bottles. Unless I am misunderstanding the structure of how I’m being compensated, this does not seem like a fair resolution.

  
  Sincerely,
  
  ***** ********

• Initial Complaint

  08/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I receive a monthly service from Culligan water for water supply. They were supposed to bring me water over 3 weeks ago and instead they just dropped off six bags of salt which is not even in my order. I have called multiple times with no one calling back. I finally got someone and they set up a delivery for last week. No one ever showed. I made a bunch of calls no one called back. I finally got in touch with someone who attempted to help. Was going to call back with an expedited delivery date. I never heard back. I have left multiple messages to no avail. I pay 60 bucks a month for this service and I have been without water for 3 weeks. I would like my water delivered and this salt picked up immediately

  Business response

  09/06/2024

  Customer's issue was addressed. Delivery was made and on 9/6/2024 we called customer to confirm satisfied and she is all set. 

  Customer response

  09/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ***********

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Culligan come over to service our system on Friday, June 30th 2023. The guy left the job half finished (the display was showing a setting instead of the date/time like it normally does) and since then our water pressure has been low (I know it’s the system because I bypassed the unit and the pressure returned). I spoke with Culligan on Monday, 7/3/2023 and was told that the technician doesn't work for Culligan and she would send someone out to correct his mistake. After the technician came on 7/5/2023, he tried flushing the system but said if this doesn't correct the issue, we might need something called a "rebed" of the unit. We gave it until Monday, 7/10/2023 as he suggested but the pressure was still low so we called back. We were told this would cost us $450 but I contested this as the issue only started after the routine service. I asked to speak to the general manager, but he never got back to me. On Friday, 7/21/2023, I spoke with Joann where she said basically "these things happen", the unit's old and it's not the responsibility of our techs when they perform routine maintenance to identify potential issues. Seriously? When I take my car to the dealership for routine service, they perform a multipoint inspection to let me know about potential problems so that I can prepare and get ahead of them. I've been routinely servicing my unit with Culligan since I bought it in 2010 and not once have any of them mentioned that this could be an issue. She also told me that the first technician who came was a Culligan tech, contradicting what service told me when I called them to get the second tech out. I feel I have been lied to by Culligan and the only remedy is for them to refund the money for the annual service, which I'll then use to pay for this rebed of the unit.

  Business response

  07/28/2023

  Culligan did perform a service on Mr. ***** system. This service consists of filling his nuetralizer with limestone. Limestone is sacrificial and the system is required to be refilled annually. After 13 years his tank has built up debris that has gathered in his tank. When we fill the system the weight of the limestone pushes down on the remaining mineral, causing compaction at the inlet screen. Over the course of 13 years sediment, silt, iron and debris has gathered in his tank. This compaction caused a pressure problem in his home as the inlet was clogged. We did return and did a rapid backwash on the system to try and free the debris, his pressure increased slightly but not back to normal. At this point and time in order to solve the problem we are required to pull the tank and brink back to our shop to entirely evacuate, reset the manifold and refill the tank with new limestone. As water comes from the earth so does the natural elements such as sediment and silt. We do not have the ability to determine at anytime if the customer will have a pressure problem. Some customers can go a lifetime and never have the issue as water is distributed from a natural resource. In the interest of good customer service Culligan completed the secondary service for Mr. **** at no additional charge and that service has been completed. 

• Initial Complaint

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been renting RO Unit with Culligan of ******* from past 4 years. During initial rental purchase I was told that if I use certain time they will apply the rental credit towards purchasing the RO unit. I have been calling Culligan of ******* from past few months to provide me an estimate of buy back option for my RO. I called thrice in last 1 year and have not seen any response. They are intentionally delaying the buy back option of RO unit so they can make rental money. They are stealing my money by these delay tactics. Now they are asking me to pay $1200 for a 4 year old unit and have not applied any credits towards my rental for last 4 years. When I questioned about why they have not called me back from past 1 year while I could have paid this off last year and not pay rental for last 1 year. I need culligan to refund all the money I paid for rental in last 1 year as rent or apply that towards credit to purchase the RO unit. They are taking me for a ride and not responding timely and applying delaying tactics to steal my money while i repeatedly asked to provide me 1. Credit for the rent I paid 2. Show me the option to buy the unit so i dont have to keep paying rent. Stop this delay tactics.

  Business response

  06/21/2023

  I tried to contact this customer on Monday and left a message. I will again try and call today. 

  ***** ********

  Shawn M******* * Branch Manager | Culligan by WaterCo
  ** ***** ** ******* ** ***** ***** ************ * **** ************* **** ************ * ****** *****************************

• Initial Complaint

  11/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Monthly I had an agreement with Culligan for 5 bottles of water. Prior to my Sept. I called and talked to a man and asked for 4 bottles in Sept. and to hold Oct. because my 3 daughters all started college I could use 5 bottles monthly. I was told okay and never told I would still get billed for 5 bottles regardless. If he did asked for a new bottle program. I called prior to the Oct. delivery to confirm I was only getting a new water dispenser because it was issues. Sue C. said there were no notes holding Oct. and she’d cancel it and have 1 bottle sent to me to make up for the Sept. bottle I didn’t get but was billed. She informed me about getting billed regardless if I got water or not. She then said she’d hold the Oct. bill, but called back later and said the Oct. bill had been sent to Discover and it couldn’t be stopped. On another call, Sue said she’d change my acct to 3 bottles a month and hold the Nov. bill to make up for Oct.Prior any new agreement, I put a dispute in with Discover since I didn’t know what was going to happen. I put the dispute in on Sept. bill, because Oct. bill wasn’t showing yet. I wanted to get something going to get a temporary reversal on my card while it was reviewed. The originally charge was put back after Danielle N. (office Mgr) stated I got the Sept. delivery. I knew, but Oct. wasn’t appearing yet. Danielle neglected to mention in her reply about the Oct. issue or the new billing agreement. So I tried to contact Danielle on 10/31 to confirm everything was set on my account prior to my Nov. delivery and was told she’d call me by the end of the day, to date I haven’t heard from her. On 11/1, I was emailed a new Oct. bill, Sue claimed it was related to discover dispute. I never entered a dispute on the Oct. bill since it wasn’t appearing, Culligan references the contract, but it doesn’t say I get billed regardless, , but it states a monthly charge of 34.02. But in Sept. they started charging me 39.35 without a new contract.

  Customer response

  11/07/2022

  Hi, 

     I talked to the merchant and at this time I've been able to resolve my issues.

     So please close/disgard this case.

     If you have any questions give me a call.

   

     Thanks

   

  ***** ******

  ###-###-####

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