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Complaint Details
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Initial Complaint
06/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Culligan installed a Water Softener and Filter on my house, promised to come back out and test my water after install, they never did. And now my water system is producing a lack slim. I called in May to get a rep to contact me and no one did. Just called today and was told I’d be contacted.Business response
07/29/2024
*Please note our office originally responded to this review on 7/18/24; once our Asst. Svc Manager finally received a text back from the customer confirming a rescheduled date for him to come out and directly inspect the customer’s equipment; Rescheduled for 8/6/24, btwn 1-3 PM.
Previous history notes up until current as we’ve been working with and been in touch with customer since received the initial complaint:
7/3/24- Revisit Rep immediately visited customer at home and discussed situation with customer.
7/3/24- Asst. Svc. Manager talked to customer/ also discussed situation; scheduled an on-site f/up visit directly with him for 7/8/24.
7/8/24 – Customer lost power due to recent storm; said would call back to reschedule once it had been restored.
7/17/24 – Asst. Svc. Manager f/up with customer again in attempt to reschedule, left message.
7/18/24 – Asst. Svc. Manager rec’d text response from customer; rescheduled date now set for 8/6/ 24, btwn 1-3 PM.
7/18/24 – Responded to BBB notifying of updates.Business response
07/29/2024
*Please note our office originally responded to this review on 7/18/24; once our Asst. Svc Manager finally received a text back from the customer confirming a rescheduled date for him to come out and directly inspect the customer’s equipment; Rescheduled for 8/6/24, btwn 1-3 PM.
Previous history notes up until current as we’ve been working with and been in touch with customer since received the initial complaint:
7/3/24- Revisit Rep immediately visited customer at home and discussed situation with customer.
7/3/24- Asst. Svc. Manager talked to customer/ also discussed situation; scheduled an on-site f/up visit directly with him for 7/8/24.
7/8/24 – Customer lost power due to recent storm; said would call back to reschedule once it had been restored.
7/17/24 – Asst. Svc. Manager f/up with customer again in attempt to reschedule, left message.
7/18/24 – Asst. Svc. Manager rec’d text response from customer; rescheduled date now set for 8/6/ 24, btwn 1-3 PM.
7/18/24 – Responded to BBB notifying of updates.Customer response
07/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]They are incorrect in stating the origins contact date. Original date that they ignored was in May. This is where they ignored my request. And never had a manager call me!
I just want them to acknowledge that they failed to respond to a customer. I am working with the service manager who will be here August 6th.
Regards,
Customer response
07/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]They are incorrect in stating the origins contact date. Original date that they ignored was in May. This is where they ignored my request. And never had a manager call me!
I just want them to acknowledge that they failed to respond to a customer. I am working with the service manager who will be here August 6th.
Regards,
Customer response
08/11/2024
Better Business Bureau:
This letter is to inform you that Culligan of Houston has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/28/2024 and assigned ID ********.
Regards,
Initial Complaint
05/25/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I receive a billing statement from this company every month for services not rendered. The last bill I received from them is for a service on May 10,2023 for salt and a filter. I was home all day and no one came here to deliver. My tanks are locked in my garage which notifies me each time it is opened. I also have security cameras that record motion and people hanging above the garage door. I had no recordings of Culligan that day. This has happened before and I called them about it. If this happens again I will cancel my service.Business response
05/26/2023
We delivered 2 bags of salt to customer today. Our Route Driver spoke to customer and re-explained the bill he is receiving is for the monthly cost of our Privilege Program on his two units (softener and carbon filter); it's a type of "insurance" which includes free salt, etc. Also explained to customer we are in process of updating our email to customers that better explains the program so customers will understand it better as to what all it includes and how it specifically benefits them.
Customer states he forgot what all program meant and glad we are updating our info for future customers. Customer states he will be requesting to withdraw his complaint altogether as was confused on it and does not want it to affect our score. We agreed we both have taken away learning experience from situation. Customer has my work cell for reference if requires additional assistance in the future.
Thank you.
Initial Complaint
03/23/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Billing problems started to take place July, 2022 for a check Culligan received from me, the monthly payment in which they say my check was cashed and paid to my account. It was not cashed at my bank. It still has not been cashed at my bank. I have continually asked them about it. February 2023, I had not received a bill. The end of February, 2023 I called, they said they sent my bill to another company and the other company paid. I asked them to send me my bill for February, 2023, in which they did, but it is very confusing, in which I believe the other company’s certain amounts are being deducted from my bill. I should have my amount only on my personal bill. I called the office again in March, 2023, manager couldn’t talk to me so representative gave me Dallas office to speak to billing office representative there. He couldn’t figure it out either, and said he would have to get in touch with the Houston, Texas office. I have not heard from either Houston or Dallas, Texas offices since March 16, 2023, the last date I spoke to the Houston, and Dallas, Texas offices. I do notice they have an A+ rating with The Better Business Bureau. Thank You!Customer response
04/11/2023
Better Business Bureau:
This letter is to inform you that Culligan of Houston has carried out to my satisfaction the resolution it proposed for my complaint, filed on 3/23/2023 and assigned ID 19638851.
Regards,To BBB,
I would like to let you know that Complaint #******** has been resolved.
Thank you all very much for your help, it is much appreciated.
Sincerely,
Cheryl *****
(**** ********Initial Complaint
03/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I started service with Culligan last spring and received an initial delivery of a water cooler and a few tanks of water. These lasted me a few months. After the initial delivery the service only stopped once to check on the supply and one time after to deliver 2 5 gal tanks. Then delivery stopped. I ran out of water. I was skipped for November. I called in December before my order and the day of my order and was skipped again. I then called to cancel service due to an inability for the company to provide the advertised service. Its March, I still have their machine and have been unable to have it picked up. The company uses an answering service and no one in the office is taking calls. I cant resolve this if I cant talk to the office. I dont know if anyone is coming to pick up the machine and tanks after 3 months or where I can drop the equipment off. I'd like them to pick up their machine.Business response
04/06/2023
* Our apologies to just updating this complaint as we are behind due to staff shortages.
Customer's equipment was picked up and account closed as of 3/28/23 - Thank you.
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Customer Complaints Summary
9 total complaints in the last 3 years.
4 complaints closed in the last 12 months.