ComplaintsforCulligan Water Conditioning

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a water softener through Culligan. They came and installed it, and over the next few days I noticed a weird gritty sand like substance coming from my faucets. Turns out they hooked it up backwards and the resin beads (sand) from inside the softener had pumped through the plumbing in my entire house. I called them to remove their equipment and fix the issues it caused for a full refund and they agreed. They promptly removed the unit but did not address the issues caused nor have they refunded me the purchase and installation cost (roughly $3800). I wound up clearing most of the resin beads from my plumbing myself (faucet screens and washing machine screen) however I still notice low pressure from my refrigerator water line. After numerous calls back they came back out and were unable to resolve this issue. Now no one will take, or return, my calls and Ive yet to be refunded the original purchase price. What do I do?

  Business response

  10/21/2024

  Good morning, if *** ****** can please advise me if he is still having issues.  His equipment was accidentally installed backwards, and we did come out and remove the equipment per his request.  We also returned again on 10/8 to evaluate the refrigerator line and clean up any remaining issues.  Also, our records that credit card refund has been processed on our end and should have reflected on his account by 10/18. 

  ***** ****

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

   

   

  Customer response

  10/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The refund did finally arrive in my account last night so thank you for that I guess.  But the issue with my refrigerator has not been resolved.  I changed the filter and your tech said he cleaned out the line feeding it, however I still have very low flow from my water dispenser, and your tech agreed that there was still some issue when he was here and that a manager would be in touch on what the next move would be.  Id estimate the pressure to be less than half of what it was before your equipment was misinstalled. No one reached out and I left numerous voicemails after being left on hold and got no response until I got the BBB involved. Im extremely unhappy with the way this was handled from the get go.  I agreed to pay a premium (your softener costs about 3-4 times a standard big box store model) for what I thought was the best company with the best products and service and you have proven that to be completely untrue.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** ******
  
  
  
  
   
  

  Business response

  11/01/2024

  Good afternoon,

  Unfortunately Culligan does not employ refrigerator repair persons.  ************* would like to have his refrigerator repaired by a repair person, please have him reach out to me and I will make arrangements to pay for the repair of the water line on this affected refrigerator.

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

   

   

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sold and installed a tankless system 9 months now for $2000 and ****** charged me $400 to change filters Now want to charge me Over $500 to change minbrane cause the system is not filtering properly This is almost $1000 a year to keep serviced NOT WORTH IT. NOT EXPLAINED AHEAD OF PURCHASING THE PRODUCT DEEP RIPOFF TO CUSTOMERS

  Business response

  05/29/2024

  Please contact your local office in ********  ********** you contacted is located in ***************

   

  *******************,

  ******* **  *****

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

   

  Thank you.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 3, 2024 my sink was leaking. I have been a subscriber to Culligan and called for the leak to be investigated as the sink is connected to the Culligan filtration system. I was told I would be charged an emergency fee even though I was paying a monthly subscription for maintenance and check-**** I requested to cancel my subscription and to pay the emergency visit. Little did I realize that I was waived the emergency visit but still kept on as a subscribing customer without my persmission. Now in May, I'm being called to pay the monthly bill for the subcrription. Culligan is claiming there is no note on their file to cancel the subscription. I have previously asked to speak with a manager and was told there was not a manager. Today, I am told the manager is not available and hardly is. There is something not right and fraudulent in the way this business operates. I am being taken advantage of and am upset that my request to cancel were not acknowledged. Someone in that company needs to be accountable for their services and customer requests to cancel. Also, I have just read reviews that others have had difficulty canceling in which the company does not acknowledge or submit cancellation to their company subscriptions. I requested to have my subscription cancelled January 2024 and am being charged over $100. I originally paid a bill on 3/26/24 for $109 which I thought was the emergency service fee, so I was surprised to receive a new bill when I thought the subscription was cancelled.

  Business response

  05/20/2024

  Account under ***************************. ****************** in ******* was not charged emergency service rate.  Service appointment determined that water treatment equipment was not leaking.   Maintenance plan on account does not include emergency service or service that is not related to the equipment on the plan, but emergency svc was still not charged.   Customers payment in ******* was for past due balance on account $238.28.  Customer's payment in March for $106.64 was for past due monthly maintenance charges.  ************ did call on 04/30/24 wondering where the charges are from but said she would call back after reviewing with her husband as "he handles that stuff".  ************ did call back 05/03/24 irate about charges and insistent that she cancelled the account and demanding that the account be credited back to *******.  ******************** account has been cancelled effective 05/03/24 and past due balance has been credited.  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vendor was contractually obligated to perform yearly service with required cleaning of the chlorine injection point. Vendors refusal to perform service caused chlorine injection point to burst spewing dangerous Chlorine chemical throughout the bottom of the home causing damages to flooring. Vendor refused to remedy unless a well pump contractor was called. Well Pump contractor (***** ****** inspected well pump and plumbing. Found no issues but discovered the Culligan chlorine injection point clogged do to lack of maintenance from Culligan. Well pump contractor invoice and report were sent to Culligan several times with a promise the service manager would call and make things right with the invoice from Petes Pumps. For the past 10 months Culligan has not returned any of my calls to make things right. Each time Im told the service manager is in a meeting and will call me back. I am requesting full reimbursement for the Petes Pump invoice in the amount of $1486.00.

  Business response

  01/22/2024

  Good morning **************,

  service from 3/24/23 was as follows:

  CHANGED FEEDTUBE AND DUCTBILL WELL PUMP RUNNING NON STOP SOUNDS LIKE 
  WELL LINE CLOGGED OR HAS HOLE ADVISED CULL WELL COMPANY BYPASSED EQUIPMENT

  service from 03/28/23 was as follows:

  PLUMBER REPLACED WELL LINE AND 1" CK VALVE FOUND TAP TEE CRACKED
  REPLACED TAP TEE AND INJ FITTING 3.0 CL2 RES NO LEAKS NOW

  Unfortunately, well line is not something that Culligan would service or replace.  Changing the check valve at the time of well line replacement is standard.  Part of the annual feeder service does involve examining the check valve, however an issue with the well pump could cause that check valve to clock immediately after clearing.  The receipt provided clearly charges for a pressure switch and pressure gauge.  

  It is unfortunate that you had to deal with these issues.  Culligan did however service your equipment 03/24 and return 3/28 after the well line had been repaired.   As a courtesy, I am issuing a credit on your account for one month of your Privilege Program, for $73.00.  

  Please feel free to let me know if there is anything further we can do.

   

  
  *******************
  General Manager
  Culligan WaterCo
  ********************************************************************** ******* ************** ********************************************************  

  Customer response

  01/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  
  Culligan provide inaccurate information regarding this complaint. Please see attached invoice from Petes Pumps.
  
  Culligan chorine feeder tubes and associated plumbing fittings were discovered clogged.
  
  Well pump and well lines found in proper working order. ( See Attached )
  
  Culligan was supposed to reimburse customer And has been avoiding contact with customer for ********
  
  
  Please call me at your earliest convenience 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  01/29/2024

  Good afternoon, 

  Customer called today and cancelled their Maintenace plan with **. Unfortunately, I'm not sure what else there could be done to assist.  The invoice from ****'s plumbing cannot be re-imbursed to the customer and my initial offer to credit one month of the maintenance plan as a courtesy was declined.  It's unfortunate to lose a customer,  however further compensation cannot be provided.

  Proof has been provided that the feeder tube and check valve he references was changed in March with his service.  The parts listed on the Petes' plumbing invoice are not for Culligan made equipment.

   

   

   

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is in connection to my previous complaint #********. The refund I was looking for was for the result of their technicians not being able to resolve my hard water problem. Currently I have $2949.00 dollars worth of equipment in home that is useless, After the resolution of my refund I was sent an email from a ******************* a General Manager at Culligan who apologized for the delay in the refund and said if their were any other problems, to contact him . I sent him an email explaining what was going on with my equipment and he had someone by the name of **** contact me. She informed me she was issuing my refund, which she did and she would look into the problem with my equipment. She said she would get back to me quicklly, 2 weeks went by and I called again and was told **** was sorry for not getting back to me, but would call me shortly. That was 3 days ago. As far as I'm concerned she's passifying me. I will not tolerate that. I want my equipment repaired or replaced at their exspense, or they can take back their equipment and give me a full refund. I will except nothing less.

  Customer response

  02/16/2024

  At this time, I have been contacted directly by Culligan Water Conditioning regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   the equipment is not working, however, they have set up an apointment to come to my home and service the water softner. Hopefuly they can resolve the problem and I will be able to return to using my softner.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

  Business response

  03/05/2024

  Customer has been serviced- customer also had unit replumbed- all at n/c   Customer should be all set- discussion on PP maintenance expected.

  Customer response

  03/06/2024

  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 and the matter has been resolved. , however my total sastifaction will be contingent upon their response to the maintenance agreement. As far as I'm concered I have spent money for over three years and not received one gallon of soft hot water.

  Sincerely,

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

  
  

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got services with this company back in September, after back and forth with the company, and no one following up with me for installation. I never received any billing statements, nor any bills, I just keep getting emails and voicemails, I respond to the emails, and never hear anything back from this company, The customer service is extremely lacking with this company from the beginning, with one excuse after another, additionally, I get calls saying I am supposed to be getting a delivery and service on the my filtration system, that has yet to happen, I been going out and buying the stuff at Lowes to refill. I been in and out of the hospital with covid, and have not really been working due to this, so if I do owe money, I would like to set up arrangements to get me caught up.

  Business response

  01/19/2023

  We would be glad to work out payment arrangements for this customer.  Customer has not made any payment on account since inception of account in September, despite numerous emails, phone calls, and mailings.  Service provider went to home today to make payment arrangements or remove equipment if customer is no longer interested in keeping services.  Serviceman was met with threats by customer- who told him he was calling the police on him and that he doesn't owe anything.  Signed contract on file.  

  Customer response

  01/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I did not threaten anyone, I told him on the jukebox you do not come to anyones house to collect payment like a bully. He didnt even know anything about my contract. I have made many attempts to reach out to the office, via email, and calls, all I get is automated generic messages from the company. I do not want any common with arrangements done over the phone, I do not trust this company to ever uphold their end, they are extremely unprofessional

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  01/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have been working with a ************************* in regards to arrangements, but this is exactly what I am talking about, no one knows what they are doing over at the office, I get different responses from different people, can I work with one person and get this taken care of

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  01/23/2023

  Good afternoon,

   Thank you for your response!  Yes, if you are more comfortable working with **********************;to make payment and/or removal arrangements, that would be fine.  Since you indicated you prefer email, as a reminder her email address is ************************************************************.  If you prefer to call, the office number is ************.

   

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

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Transaction Date: 9/30/21 Account Number: ****** Our business gets ********************** from a well on our property. The wellwater is treated using a Canature water softener system and Viqua ** light system. These systems were installed by ******************* Water Resources. Unfortunately, the owner of the company passed away earlier this year, and the business was sold to Culligan. So, we called Culligan to service the water softener and ** system to get it functioning again. I told them over the phone that the system was installed by ******************* Water Resources. The Culligan service representative showed up on 9/30/21, took a look at the system for a few minutes, and left the property without speaking to my manager. Afterwards, I called Culligan to get an update on the service call and see what needed to be done to fix the system. Instead, I was directed to a voicemail for Commercial Sales. I left a voicemail, and I have not heard back from them since then. I got a **** in the mail for a service call, but I felt that 1) no service was provided during the service call, 2) I have not gotten any feedback on the issues with our softener/** system, and 3) (based on discussions with others who have dealt with Culligan) Culligan will ask me to replace my systems, which are not necessary. I called another company to fix the ** system (there are 2 parts that need to be changed to get the system working again). I called another company to fix the water softener (so far, we just need to change a valve). So, I don't see why I should pay this **** for $207.33 if there was no actual service provided.Culligan should just cancel this **** for $207.33 and I should not owe any money since there was no service provided by Culligan.

  Customer response

  01/11/2022

  At this time, I have been contacted directly by Culligan Water Conditioning regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   Culligan has called twice to ask for payment. Once on or around 12/9/21, and again on 1/7/22. I mentioned the Better Business Bureau complaint and an outline/timeline of the situation regarding the service call and the services not provided. On both calls, Culligan representatives were not even aware of the Better Business Bureau complaint. I spoke to someone named **** on the first call and ***** on the second call. Both would say they would follow up with me on the BBB complaint and the lack of services provided. They are still asking for the service call charge even though I've explicitly outlined that no services were provided and that I had to find two separate vendors to resolve my issues with our water UV system and water softener system. If you want to reach out to them by phone, their phone number is ************. 

  Regards,

  *****

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩