ComplaintsforCulligan of Boise

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Culligan to install whole home and R/O water systems in my brand new home in March of 2022. Without my knowledge or approval they sub contracted out the install to a plumbing company. That plumbing company did not install all of the equipment correctly and my R/O began to leak. I was not fully moved in by this time so I did not notice the leak for several days, by which time there had been significant water damage caused to my kitchen. Culligan came out to fix the leak only to have the leak occur again. They came out a second time and I have not had any issue since then but the damage has been done. They had me work with their insurance company(Sentry) to get compensated for the damage. After months of working with them they had me file a claim with my insurance(State Farm) and Sentry said they would resolve this matter with State Farm so my insurance was not impacted. I told Culligan once they were able to resolve this matter we can discuss payment. With no follow *** from Culligan I called and emailed them and even went into their office after not getting responses. They would just tell me they are working on it. I told them I wanted to get this resolved and come to a reasonable solution for both parties but they failed to deliver. In December of last year I received a collections notice. I went in to the store again and apparently the ** of the store who I had spoken with several times in the past pawned me off on the Office Manager. She was extremely rude and disrespectful, I have never been treated worse by a representative of a business. I told her that once their insurance was able to resolve this matter I wanted to come to a payment amount that was reasonable and fair for both parties. She proceeded to tell me that there would be no negotiations and if I did not pay the full amount of over $4,000 by the end of January they were sending me to collections. I have emailed the *************** to resolve this but he will not get back to me.

  

  Business response

  03/08/2024

  We apologize for the inconvenience and uncertainty you're experiencing while we await the insurance company's decision, and best path forward on how to handle your past due balance against your water damage claim. While we wait for direction, we understand this can be frustrating, and we're doing everything we can to expedite the process. Thank you for your patience and understanding during this time.
  

  Customer response

  03/18/2024

  I have been waiting over two years for a resolution. I am the only one who has made any attempt to resolve this matter and have been threatened by their office.

  

  Business response

  06/27/2024

  We apologize for the drawn-out resolution to this claim. Culligan Water and the complainant have come to an agreed solution.

   

  Thank you. 

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Culligan of Boise installed a whole house water filtration system for us to filter out arsenic from our well. They didnt flush out the filter media properly before bringing the system to our house. When they connected the filter to our house plumbing they flushed the media through our whole house system. This system sent orange water filled with visible metal particles and other gunk through our whole plumbing system. We had just completed a whole house remodel and installed new appliances and toilets. The toilets were filled with this orange gunk and particles remained that way for a long time after many attempts to clean them. I had to replace both my water heaters because they were clogged with that sediment and stopped functioning. I tried to settle this many times with Culligan. I called, emailed the manager, and visited the office in person. I spoke to the manager and asked him to take at least a couple thousand dollars off the bill to help with the $3300 bill I paid for the water heaters. He refused to settle it and filed a claim through their bond insurance. The insurance denied the claim after concluding culligan wasnt responsible for the damage their filter did, without even visiting the property. Culligan has now sent me to collections, for an amount $2000 above the invoice amount. I have tried to settle this with them so many times and this is their response. This is unacceptable. Just because they are a big company doesnt mean they should be able to treat people like this.

  

  Business response

  02/06/2024

  Dear ******************** , Thank you for bringing your concerns to our attention. We have thoroughly reviewed your complaint with our team and wanted to address the issues you've raised. We understand your frustration and want to assure you that we take customer satisfaction seriously.However, upon investigating the matter, we have found no evidence to suggest that our company is responsible for any of the damages mentioned in your complaint. Furthermore, after submitting the facts of the project scope and equipment to our insurance company, a claim was denied finding Culligan Water ***** not culpable of any damages to fixtures or appliances. It is our practice that when services rendered have gone unanswered for more than 120 days, we do submit to our collection agency.
  
  Please feel free to reach out to us directly if you have any questions or would like to discuss this further.

   

  Respectfully,

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

  Culligan Water / General Manger

  
  

  Customer response

  02/06/2024

   
  Complaint: 21201389
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

   

  Here is a picture of your technician trying to drain the brown gunk water from my faucets and water heaters. So Culligan is not responsible for mistakes its technicians make and damage that results? Who then is responsible for what your employees do? If thats the case this needs to be permanently posted on the BBB website and other sites so that people are aware of the Culligan is not responsible for any damages caused by their employees. 

  

  Business response

  02/07/2024

  To whom it may concern,

  Please see the attached added details regarding this complaint. Our insurance company concurred regarding the discolored water had no potential in causing damage to the complainants' appliances and residence.  Thus, the claim was denied.

   

  Thank you,

  ******************* / GM

  Customer response

  02/08/2024

   
  Complaint: 21201389
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

   

  Your sleazy insurance company did a very sorry investigation and of course they denied the claim. There were metal particles and sediment in that discolored water that plugged up the water heaters. Am I really going to have to hire an attorney to prove this to you? All Im asking for is $2000 off the bill to help offset what I paid for the water heaters. If I have to hire an attorney to get this from you then so be it. We also installed a brand new Gaggenou refrigerator that cost us $17,000 thank God that didnt break too that wouldve been expensive. 

• Initial Complaint

  12/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We replaced a Culligan water softener with a new one. When the salesman was speaking with my husband and I, he offered to waive the down payment since we had been long time costumers of Culligan, he also stated that we would have 12 payments of ****** and if we wanted salt delivery that would be extra. We paid the 12 payments of ****** but have still received a bill for ****** When I contacted the company, I was told the down payment was never credited.

  

  Business response

  12/29/2023

  There was not clear payment schedule for the customer.  The down payment was not collected.  We are reaching out to the customer and will resolve this balance and any confusion.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a water softener installed and the installation was faulty causing our house to flood over five times. We worked with ***** to try to get some sort of resolution on the faulty installation. We ultimately had to get it resolved through a 3rd party. After we paid the majority of the balance, he agreed to follow up on an amenable resolution for the final invoice for our trouble. He never followed up and decided to turn it over to collections.

  

  Business response

  12/19/2023

  Customer had a softener installed by us *********.  Customer called in November claiming that the system had flooded from the drain.  I (***********************) went out and checked the system and installation. Drain had been altered from when the install was performed and was now not to code with 2 feet of pipe shoved down past the trap.  I informed ***** that this drain was now a code violation.  I had a tech put the drain back to code at no charge even though we didn't alter the drain.  I filed a claim with our insurance since ***** claimed potential damage.  I saw no damage but filed the claim to protect the customer and *******************************************.  Customer did not give insurance what they requested to make sure his property was covered.  ***** asked me to discount his remaining balance. He claimed it was for cleaning up after 5 flood events.  We were never notified until November about this issue. I declined but reached out to the insurance company to see if we needed to.  Insurance said that he needed to provide the items for the claim and not to pay or credit.  I have advised ***** to give insurance what they needed and that they would process the request.  

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Much earlier this year, Culligan sent a new guy to swap out our tanks. He didn't know how to simply hook up a rental tank. It cost us half a day of work, since he spent hours calling others for help. There was nothing Culligan would do about it. Ive included a pic of the tank Culligan gave us that was red-lighted on arrival and didnt work.Sometime after that, Culligan sent us a rental tank that had goldish bits running out of it and into our pressure washer. We took a picture of the bits and asked them to pay for maintenance on our pressure washer. Culligan did nothing about it.On approx. 10/02/23, Culligan sent us a very ***** RENTAL tank (pic included). The Culligan delivery guy said he had no idea why they would send this to us. After he hooked it up, there were rusted pieces running from the ***** Culligan tank to our pressure washer. Again, we asked Culligan (through their secretary) to pay for maintenance on our pressure washer, and Culligan was silent. This is really what Culligan sends businesses paying over $200+/month for their rental tanks? Unacceptable!On appx. 10/04/23, the Culligan man came to replace their ***** tank, and parked on our water hose, damaging the hose connector, making it unusable. I spoke to ******* at Culligan on Friday, 10/06/23, about 4:25P regarding our damaged water hose. She asked that we send pictures of the damaged hose, which we did the following Monday, 10/09, since it was late in the day on Friday. This hose costs approximately $50-$55 and we asked to be reimbursed by Culligan. The only response we got from Culligan was an email on 10/09/23: "Thank you for reaching out to share your concerns. I have passed your email on to my managers. We will reach out to you to help resolve these issues. Weve heard nothing since about this. Culligan refuses to fix their mistakes, instead hiding behind their secretary while managers remain silent. The issues have been on solely Culligans end every time. This is UNACCEPTABLE!

  Customer response

  10/15/2023

  Pictures added of goldish bits coming out of our pressure washer from Culligan's tank.

  Here is a picture of the tank the new Culligan guy couldn't hook up because it was a bad tank.  This was when hours were wasted when he had to call others for help.

  

  Business response

  10/18/2023

  Spoke with ***.  He decribed his issues and frustrations he was having with our exchange tank service.  As discussed with ******** will be reimbursing him for the hose that was damaged.  We will also add a credit for resin in his pressure washer.  The credit will be *************** on the tanks and 1 exchange plus the hose we damaged.  Total will be 280.00

  Thank you

  Customer response

  10/24/2023

   
  Better Business Bureau:
  
  After speaking with ***** at Culligan, a fair billing adjustment was made.  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  ********************************************************

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