ComplaintsforCulligan Water Co of New England

• Initial Complaint

  09/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Approximately 18 months ago we signed up for water delivery service. Right from the beginning the deliveries were inconsistent -coming every 2-3 months instead of every month. The first couple of times I called to report it they gave me a complimentary jugs of water. This past June when once again we had been waiting two months for a delivery, we finally decided to cancel. I spoke with the office manager Janet who asked me to send a confirmation e-mail for the cancellation. She stated that July 5th would be the pick up date for the cooler. July 5th we placed the cooler on the porch and it was never picked up. I emailed Janet to let her know it was not picked up and she said she would get back to me with a new date. Meanwhile I have been getting charged each month since then, and have called and e-mailed each time without a single response. I am owed back 5 months of service fees at this point which will supposedly be coming back in the form of a check that "takes a really long time" (was told this back when I was only owed for 3 months). Early September we came home to four jugs of water left on the porch after not having had any delivered since April. Impossible to get a hold of anyone. No ownership or accountability. Always being passed off to someone's voicemail. I gave a negative google review in the hopes that they would respond to me there, but no such luck. They clearly do not care. This company should be absolutely ashamed of themselves.

  Business response

  09/24/2024

  Conrad (Mr) spoke with one of our Customer service Reps and our office manager today.    We are working to resolve this ASAP.   We changed our entire system in July and August, so we are experiencing very heavy phone volume and working through some glitches in the system.     

  Customer response

  09/24/2024

  
  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

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to contact Culligan since July. They had a tech come over and service our water Softner and water filter system. The tech did not have the ** filter, which is well over due at this point. In late July, I was able to speak to customer service at which time she told me they would be doing a company wide training and no one would be available for awhile to change the filter. And to call back after August 6th, which I have. I have called, left several voicemails and have emailed them and there is no response. We pay for this service and paid thousands of dollars to have safe drinking water which at this time we do not as the filter is well past it's date. I regret buying the system because since day 1 it's been nothing but problems. I have also called them several times because I think something is wrong with the system as it uses little to no salt. I have a relative who has a water softener system and my hair and body also feel different when we shower there. I have asked Culligan to send a "upper" tech to check it out and it's always an entry level tech who just looks at the numbers and says "it's working".

  Customer response

  09/06/2024

   

  This is the address I have on my billing statement 

  ******** ******* ** ** ***** ** ******** **  **********  I initially filed against corporate office, however whenever I call their corporate office numbers it only gives you the option to deal with your "local" dealer. So I suppose my complaint is with Culligan ******* although it is impossible to reach corporate office which is literally unheard of. Since filing this complaint I have tried to reach them again to no avail. 

  Business response

  09/06/2024

  This has nothing to do with Culligan in ******* ********.  This should be referred to Culligan corporate with the Office of Consumer Affairs.  We are NOT affiliated with the Culligan of ******* **.  The Culligan dealer in that area can be contacted at ###-###-####

  Business response

  09/09/2024

  This complaint belongs to the Culligan of ******* **. General Manager at that facility is James O ***** Please remove from Culligan of ******* file. 

   

  Thanks

   

  Shawn M*******

   

   

  Business response

  09/10/2024

  We just spoke with the consumer and scheduled service for 9/18/24.   

  Customer response

  09/18/2024

  Not sure why this matter is closed as they called me to schedule an appointment today and were suppose to call yesterday to confirm and here we are they haven't called. Are we expected to not go to work and stay home all day waiting for them? The last response I received from BBB was stating the complaint was addressed to the wrong location. 

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 29, 2024 we purchased our new home at * ****** ****, ******* **. This home had an old Culligan system which needed updating. We obtained the services of Culligan of ******* to install a new system for the price of $6,623.88 which was supposed to have been financed through Culligan. The installation took place on April 29, 2024. On or about August 14, 2024 we noticed a lot of water building up in the system. A call was put into Culligan of ******* with no return call. After calling a few times with no return calls we called Culligan of ******* to see if they could help us. Their service department advised us what to do and said they would email Culligan of ******* to get a technician out to our home. Culligan of ******* never got in touch with us so we called the corporate office in Illinois. The corporate office made a call and we finally heard from Culligan of ******* and set up a time for repair on Friday August 23, 2024. The technician came and advised us the tank installed had the wrong parts on it so he went ahead and so called fixed it. The system is still not fixed properly as there are no lights showing. Again numerous calls put into Culligan of ******* with no return calls. We also called the corporate office again to see if they could help - spoke to someone who said they would see what they could do - never heard back. This company is the absolute worst to deal with - we used Culligan of ******* for years with no problem. Also, Culligan never put our account through as a finance. I was sent bills for this. Finally I got so aggravated I paid it off and Culligan tried to charge me a late fee which was eventually waived. So my credit was pulled for a loan that Culligan never put through like they were supposed to.

  Business response

  09/04/2024

  A customer service Rep contacted the consumer today 09/04/24 and confirmed the situation has been resolved to their satisfaction.   

• Initial Complaint

  08/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We hired Culligan to deliver salt for our water softener. Almost every time they were scheduled to come, there was some sort of issue (the truck broke down and they’ll call to reschedule but never did; they simply didn’t show on the scheduled delivery date; etc.) Prior to our June 28th appt, we called to request an increase in the number of bags of salt to ten. When the driver arrived, he asked to confirm that we only ordered one bag. We said it was supposed to be 10. He said someone probably mis-entered the numbers (typing 1 instead of 10). He said he’d speak with his manager and make it right. In the meantime, it didn’t make sense for him to deliver just one bag so we should wait for a delivery on another day. This is all captured on our ring camera. We never got a call to reschedule. After many missed appts and calls not returned we said “forget it” and called to cancel the service altogether. On July 6th, a charge appeared on our bill for $26.94. We called and left a detailed message to explain that no service had been provided- we were billed in error. No one called back. We called again and spoke with someone in service who said she’d speak with her manager and call us back when they could figure it out. We didn’t receive a call back. We called again, asked to speak with the manager directly, and were told they weren’t allowed to transfer calls. And that the manager was still trying to figure out what happened with the charge. Based on what I’m reading from other consumer reviews, this is how Culligan does business and they’ve done it to many other people. They never return calls and I’m not confident that we’ll ever receive a refund. I’m disgusted that a company who continually conducts business in this way is able to keep their doors open, deceiving customers, keeping money that isn’t owed to them, and refusing to resolve the issue. I hope this complaint helps us to receive a refund and prevents other consumers from being treated in a deceitful way.

  Business response

  08/28/2024

  We reviewed the complaint and spoke with the consumer.    We agree to Credit the consumer as requested.   We are in the process of a complete system conversion and explained we will process the credit once the conversion is complete.     We believe the resolution is satisfactory to the consumer.    Thanks.   

  Customer response

  08/30/2024

  Since we filed this complaint, we were contacted by a representative of the company saying she was authorized to credit our Culligan account. We said we wouldn’t be doing business with Culligan moving forward, so wanted the credit either as a refund to our credit card or a check. Subsequently, we received a call from a manager agreeing to refund us in the requested way, but saying they can’t right now because of a computer system change and no specific date was given.
  
  
  I’ll reiterate that the refund can be in the form of a check. Is Culligan unable to write checks at this time because of the computer system?
  
  
  We’d like to leave our BBB complaint in an unresolved status until we have the refund in hand and it clears.

  Business response

  09/03/2024

  We do not have the ability to write checks at the local level.     We changed our entire accounting system, including the process for processing checks.    Unfortunately, we are in the middle of the transition and are still working on how to handle issuing manual checks - it is not common for most businesses to issue manual checks these days.    We are in the process of getting this check issues.     

  Customer response

  09/03/2024

  Thank you for the response. We would like to leave our BBB complaint in an unresolved status until the refund is received and cleared (via check or a refund to our credit card). 

  Customer response

  09/11/2024

  Good evening,

  Our complaint was closed in error. We did in fact respond (see note in the record dated 9/3). Please reopen the complaint as it is still unresolved and we have not received a refund from Culligan. Thank you.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Last year I called and set up an appointment. They no showed twice and the third time blew the time window by 12 hours and could not provide a service. Then before I even received service they billed me $450 for the service I never received and then had to fight for 3 months to have it resolved as they never even enter my home. This year I decided to try again, so I called and requested a yearly service for my water system. While on the phone, the receptionist asked if I was experiencing an issues outside of my normal service, I informed her that it did throw an error code one time and get stuck in a cycle. She stated they would check that out while they were here performing the yearly service. The day comes and one tech shows. Usually two come for a yearly service so right away I know something is off. He comes inside and barely speaks English, brings a few tools, I show him the system and he unhooks the water without any shutoff. Dumps water all over my floor. Never cleans up. Proceeds to start changing parts without any authorization. I question what he is doing and he tells me he has service call and he does not perform yearly services. I then attempt to call culligan 4 times while tech is here and no answer or call back. He reassembled system and leaves without clean up. I signed paperwork as he said they’d be calling. Took a week to receive a call and they state that it is my job to pay for the services I did NOT request and that I will not receive what I wanted until I pay for their mess up. Meanwhile I have now had to remove the damaged floor, have not received what I originally requested and now they are threatening legal actions over this bill for the services I did not request.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a service plan on my reverse osmosis system, pay monthly by credit card. On March 4, 2024 a Culligan technician serviced the system. On April 5, 2024 Culligan charged $124.43 to my card on file. When I inquired they stated that the extra $106.35 was for service to my water softener, not covered by my service plan. I do not have a water softener, the technician never left my kitchen. They stated they would have to check with a supervisor, and would call me back before the end of the day. 3 days later they called me back, and told me they were going to keep the money and credit it towards my service plan payments. I requested an immediate credit on my card, but they said that would take 9 weeks to process.

  Business response

  04/09/2024

  The credit was applied on 4/8/24.    

  Customer response

  04/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I did not request a "credit applied", this means Culligan keeps the money, and slowly applies it to my service plan.

  I requested the money be credited back to my credit card account.

  They state that that would take 9 weeks to process, that is just wrong. It only took a moment to charge my card, why would it take 9 weeks to fix their error.
  
  Sincerely,
  
  ****** ********

  Business response

  04/09/2024

  We are in the process of issuing a check - we can not apply it as a CR on the card due to our internal process.    

  A check does not take 9 weeks.    I believe that was a misunderstanding.   Our check process usually takes 2-3 weeks.   
  

  Customer response

  04/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  2-3 weeks is still just not right. 

  If this is the best they can do, something is wrong with their "internal processes".

  I'll wait for a check.

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

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a customer of Culligan Water, on their privilege program since December 2020. The privilege program details that were sent to me and on the contract are as follows: -Aqua Clear with total defense includes all filters to be changed yearly including the module with is 3-5 years. -Softener: includes all service, parts and chemicals with 4 free salt fills per year -aqua dose chem feeder- this covers parts only UV system- includes all service and parts. The following are the complaints I have with the service: -Since the 2023 service that was completed on 2/2/23, I have complained about the UV system and the bulb being out and it has not been addressed. I brought it up again in the 2024 service on 3/14/24. The tech advised he does not carry the parts for it and would need to be ordered. This was also what had told me to me in 2023 on the date of that service. To date this is still not addressed, and the UV system remains unplugged. -After my 2024 service on 3/14, the tech when he replaced one of the main filters, did not change the O-Ring. I discovered on 3/15 that the filter was leaking all over my basement. I called Culligan and it was a battle to get them to address it as they advised me that the tech did not have in the notes that this filter was changed. (They also advised me that nothing about the UV system was in the notes.) However, I saw him change the filter that was leaking. They reached out to the tech, and he did advise he changed it and later that afternoon was sent back to my house to remedy the leak. The tech came out, changed the O-ring and left. He left me with a flooded basement. -While I was cleaning the flood I recognized that my reverse osmosis filters still had a date of 2/2/22 and have not been changed since. I pay $95 a month for this program and it has not been fulfilled to the contractual obligations. In addition, the poor record keeping and the fact that I have to ask proactively each year for the service invoice is horrible customer service. In totality, every year is a battle dealing with them. This year they cancelled and rescheduled my annual service twice, and when they did complete the service on 3/14 it was a disaster. -On 3/15 I left a message with the phone service as it was after hours to have someone contact me to remediate the above. No one did. -On Monday 3/18 my husband Ryan reached out to Culligan and listed out all of our complaints to a representative named Stephanie. There has been no return call since. -On Tuesday 3/19 I left another message on the general voicemail requesting a call back to remediate. I have gotten no resolution for the above incomplete items.

  Business response

  04/03/2024

  We have been in contact with the customer and scheduled a service call.     

  Customer response

  04/03/2024

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

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like to file a complaint against Culligan of *******. The following event is as follows: In August they sent a serviceman to replace the filter annually but he did not know whether I received 20% percent as being offered via postal and email. I claimed I requested a 20% discount. However he left without communication and even did not encourage me to sign the invoice. I tried calling the office and left a message to express my concern that I was not satisfied with the service as I found it being uncompleted and unacceptable. For example there was no such water coming out, and very barely water. I received my first invoice by November as I thought they were supposed to call me before to reserve another service call but I was surprised to learn they charged me $25 service fee for not paying. I had to call the office several times until finally I got hold of the representative. I explained to them I did not receive any invoice until November as though why did not they return my call earlier than November? The representative ignored my plea and granted me the 20% discount but regretted I had to pay $25 regardless. I was confused and had to pay 100 dollar in hopes that they would contact me to resolve my dissatisfaction with the water filter service. They kept adding another $25 service charge fee regardless and another $25 again. They stole $225 from me out of service as though they did not offer the proper solution. Today I had to pay off to stop them charging me another $25. That is why I need your help to resolve this matter . Otherwise I consider reporting this serious robbery and poor service, and I plan to look for another company. Thanks for hearing me out. * * ************

  Business response

  01/17/2024

  We did perform the filter change on 8/14/23.   The customer was charged accordingly.    The customer did call on 11/8/23 and we agreed to apply the 20% discount.   Our records show a customer service Rep did attempt to return her phone call on 10/31 but the consumer was not available and does not have a voice mail to leave a message.    The customer called on 11/8 and stated she refuses to pay any of the balance because she does not believe she should be charged a finance fee.  We did replace the filter and applied the 20% discount.    I do not understand why the customer is disputing the full charge.     Our records do not show the customer was complaining about low water pressure.    We are not aware if this is still an issue.    It is now 5 months after the filters have been changed so there may be some pressure drop.   If low pressure is still an issue the consumer needs to call us for service and we will be willing to look at the system.    I do see we sent a dunning notice regarding the account balance on 10/16/23, 11/15/23, 12/15/23, and 1/15/24.    The consumer did respond and paid the balance due following the 1/15/24 past due notice. 

  We do not agree the charges were incorrect.    The consumer paid the balance on 1/15/24 and has a zero balance.   If the consumer is still having a pressure issue, please call our office and schedule a Technician to come out and look at the system.   

   

  Customer response

  02/02/2024

  I reject the company response because I did not hear anything from them. 

   

  Thanks 

  **

  Business response

  02/06/2024

  We applied a Credit to the consumers account for all 4 finance fees $25 Each and 20% off of the $255.00 initial charge.     The total Credit was $151.00.     The consumer currently has a credit balance for $151.00.   

• Initial Complaint

  11/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  At the end of February 2023 I had a water softener system installed. When I met with the salesman he sold me a package that included salt delivery every 3 months regular filter changes and maintenance of the system. I also purchased from him a mineral filter which they did not have when they installed the system and would be an additional charge. I was assured by the technician that they would bring out the filter. The mineral filter never arrived and when I called about it they said it was a logistics issue ? It is now the end of November and still no filter. That’s the first issue now for the second issue. I was supposed to get regular delivery of salt every 3 months. It has been 9 months and i have had only 1 delivery of salt and only after i called and ask for it because my system was out of salt. Now again i am running out of salt and had to ask for another delivery which they have cancelled multiple times. I keep calling for the delivery and now they tell me the driver delivered the salt. I have not received this delivery and have tried to resolve this issue with them and they will not even call me back. I have cameras around my property and at no time does the delivery driver show up in the footage. I am tired of calling them and getting the run around that is why i am contacting you. I paid in full about 5700.00 for the system and have a recurring charge of 67.00 a month for automatic delivery of salt, filter replacement and maintenance. Culligan Water *** ***** ** ***** * ******** **

  Business response

  12/06/2023

  We have scheduled a delivery for Monday 12/11/23.   We left a message for the consumer.   

• Initial Complaint

  10/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Signed contract with business to install water system and purchased *** **** to have system serviced. Gave salesman voided check to have monthly payments for system and withdrawal for service plan and salt delivery. This was installed on 8/10/2023. To this point no money has been removed . Called business several times ASKING them to take my money . Told they would call back . They haven’t. Had to purchase salt on my own. Sent email to corporate office no response. Now I have received two past due notices. Have text with salesman saying he would fix matter and send salt . Neither has happened. I’m worried they will ruin my credit . I am now questioning if the system is doing what they said it supposed to ? How would I know ? I don’t know what to due at this point . At this point I feel I should get a reduced price or something. Please advise if you can help . Do you have any bad reviews on this company?

  Business response

  10/24/2023

  The finance company just posted the payment on 10/19/23.   We do not know why it took so long.    Once this payment is processed to our bank, it will be applied, and the account will have a zero balance.   The finance company will begin to take payments.    This is a third party finance company so Culligan does not have direct control over the process.   

  Customer response

  10/24/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I have been told that the matter has been corrected several times . It clearly hasn’t . The “ *** **** “ is not financed. They should be withdrawing that payment from same account. Still hasn’t happened . Nor have I received the salt that the salesman promised me that I would receive after contacting him that I was running low . 
  sadly I cannot believe their promises. 

  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. ↩