ComplaintsforCulligan of Evansville

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On May 14th, 2024 a technician employed by Culligan of Evansville removed a water softener from my home. The technician did not seal the piping correctly and the leak was found on June 15th, 2024. The water leak caused damages to flooring, drywall, trim, personal items ect. throughout three rooms and hallway. The President of Culligan ****** **** hired a restoration company to remove all flooring, drywall, trim ect leaving half of my home as concrete and missing drywall, doors, ect. then submitted the damages to Culligan’s insurance company Acuity. Acuity hired an inspector who depreciated the value of our home back to the original build date, without care for the actual value of the materials appraised by the restoration company, hired by Culligan. Acuity is offering a cash value of $5,882.68 to replace all of the damaged areas after instructing me to get a rebuild quote from my preferred contractor. My preferred contractor estimates repairs at $21,150.00 to bring the damaged areas back to previous condition.

  Business response

  08/29/2024

  Hello ******,

  We have gone through the correct process. First, our service technician did not make a mistake, the fitting and your style of piping failed a month after we took it out. Something could have happened in that time to affect it and we don't know about. Yet we still took responsibility for the situation when we didn't have to. We had a technician out in less than an hour after the leak had not been caught by you right away as you were away. So the damage could have been less if you would have caught it earlier. Regardless, we also had Restoration One arrive in under two hours to mitigate water damage. We got your water up and running that night. We turned it over to our insurance company as we should and they have followed the standard process. We have paid over $18,000 in cost so far in this situation, and you need to work with the insurance company if you have any grievances. I am not sure what you are trying to accomplish going through the BBB, as we are in communication now. Please contact acuity for any further negotiations. 

  Customer response

  08/31/2024

  
  Complaint: ********
  
  I am rejecting this response because: Even though I disagree with the time frame of the problem, the drip shown in video would’ve needed much more time than one evening to cause the span of damage it did do. There was not a follow up call from your company once the equipment was removed in May, I wasn’t aware the work needed to be checked after having the equipment removed by a reputable company but yes finding the leak sooner would’ve been a blessing. I completely agree that when we discovered the problem you and your company did an amazing job mitigating the issue caused by removing the water softener and we appreciate you promptly getting a restoration company and how you have handled this problem. What I do have a problem with is my family has now been without half of our home for three months, we have worked very hard to provide your insurance company with as many quotes as we can get from local companies. Unfortunately due to the difficulty in working with insurance companies several companies never even showed up or offered to do quotes. Your insurance companies offer won’t even replace the carpet in the basement let alone do the other work required to fix the water damage. 

  
  When the damage was discovered you told me “the insurance company will take care of it”, had you told me “the insurance company will depreciate the value of your home back to the stone ages and leave you with a hefty repair cost to cover yourself”, my family and I would’ve been able take different steps to protect ourselves and our home prior to the restoration company removing our entire downstairs. 
  
  We then reached out to you, because we have been talking to your insurance company and are very dissatisfied with the response they have given us. And your response was to take it up with them, who then told us to file the claim with our own insurance company for replacement. Besides the fact that it would cost us a hefty deductible, we have been advised subrogation is not possible now that your insurance has paid the restoration company.  As a business owner I assume you are aware of this along with your insurance company. We just want our 11 year old son’s room, gym, and our family room, put back together and our life back to normal. 
  
  Sincerely,
  
  ****** ******

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