ComplaintsforCulligan of Greater Kansas City

• Initial Complaint

  06/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had a new water softener installed a few months ago. We never received an invoice or total amount due, or any paperwork associated with the install. I have left 5 messages without a return call. I have spoken to customer service twice, and did not get the information I requested above. The first time, I received a link to pay my bill but there was no amount due on the page, just blank. The second time I called, customer service sent 4 separate bills to the wrong email address (my husband's), even after I spelled out mine. The bills were for late charges and 1 for a collection company charge. No actual bill/invoice for the actual install. I need a detailed install bill, along with the product information that should have been given on install, so I can pay the bill. I now am also seeking a discount since this has taken up so much of my time.

  Business response

  06/30/2023

  The customer credit card was declined when we processed for payment and we have tried multiple times to call her.  She calls us at 7pm when our office is closed.  We continue to try to connect with her to get this resolved. 

  Customer response

  06/30/2023

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

  No one actually called me back until today, after 5 left messages. Your office originally said they did not have a card on file, so not sure how you now claim it was declined. And lastly, the supervisor I spoke with today said they never received any voicemails, but somehow you know I have been calling after hours, which now indicates you are ignoring my messages. As of right now I am working with the manager for resolution. But your response and blatant lies are completely disrespectful towards me.
  
  ******** **** *******

  Customer response

  06/30/2023

  I am rejecting this response because:

  No one actually called me back until today, after 5 left messages. Your office originally said they did not have a card on file, so not sure how you now claim it was declined. And lastly, the supervisor I spoke with today said they never received any voicemails, but somehow you know I have been calling after hours, which now indicates you are ignoring my messages. As of right now I am working with the manager for resolution. But your response and blatant lies are completely disrespectful towards me.
  
  R******* **** *******

  Business response

  06/30/2023

  We are communicating with the customer by phone.   This digital correspondence isn’t getting resolution.  As soon as we receive payment for her purchase we will wipe late fees and the issue is resolved.  

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am leasing to purchase a water filter from Culligan. When I was sold this package, I was told if I ever have any problems they would come right out and service it! It didn't work after a couple of weeks and they came out to see why. They then tested my water and decided I needed to add a water softener which I absolutely didn't want, but I was told this by the salesperson. The first time they came out to install the filter it was just the same salesperson. When the filter didn't work properly at first they came back and brought an actual installer. He was great, he fixed the original installation, he installed a water softener as well and assured me that everything would work properly. It did for a few months. Now, I've been without a working filter since January and no one will even return my calls. I've left messages for the manager seven times, spoken with customer service countless times and they keep telling me a manager will get back to me. They haven't, not even once! The salesperson that promised dependable service was let go, I asked them for help and they told me there was nothing they could do to make good on their promises and that they were sorry. I called the installer and they told me that they are too busy with all the grow facilities and the manager would not let them come out and fix my filter. They tried to get the manager to reach out to me but they haven't as of yet. In fact, there hasn't been a response from culligan for six months and today they tried to charge me $166 without my knowledge or consent. Still no response to my call. I've left messages but no one will call me back. At this point I am blocking the charges and changing my card as I feel I've been the victim of fraud that goes deeper than this charge and I want them to come and get the broken water filter that they won't fix or service. I want out of the contract they breached and want to make it known how they do business.

  Business response

  07/13/2022

  I have attempted to call the customer 3 times since receiving this notice and always get an automated message that "this phone is not taking messages at this time".  We would like to offer two options to the customer.

   

  1.  Pick up all equipment

  2.  Outsource service to the dealership that is close to him (Jefferson City, MO).  

   

  We should have not sold this equipment to the customer and apologize for doing do.  Our office is 3.5 hours away which makes unable to reasonably service the product.  

  Customer response

  07/18/2022

  They oversold me a piece of equipment that was never installed correctly. They sent an installer out and they couldn't fix it. 

  I want them to pick up the equipment and refund my money. 

  Business response

  07/20/2022

  We are completely fine with that, we will refund the amount that you have paid towards the unit.  When is a good time for us to come get the RO unit and the water softener?  Right now we are available 8/1 and after.  

  Customer response

  07/21/2022

  August 1st is fine. If they could refund my money now, that would be great. 

• Initial Complaint

  02/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I called to schedule an appointment for service on 2/10/22, on my existing Culligan Water Softener in my home. I requested an afternoon service which was NOT accommodated by the service person, "***." I had a family member meet him at my home. He rang the RING doorbell at 11:35 and at 11:47 texted me that I needed to replace the entire system. I had a small drip coming from the base of the box on the regenerator. He began with this big sales pitch attempting to sell me a new system for over $3,600 dollars. I asked him what it would cost to fix and he said it would be more that the cost of a new system? I told him I would discuss it with my wife this evening. He continued with the sales pitch and wanted me to immediately schedule the install, "they are filling fast." When I got home from work "***" had left and elaborate proposal and costs to install the new unit. He did not leave an invoice for the $165.00 service call? I contacted him by text that day and he said he would have it emailed to me. I felt as though I was sent a salesman rather than a service tech and was charged for NOTHING being done except sales! I contacted his supervisor "*****" who was very rude. I asked him what it would cost to repair since I have not invoice or receipt or invoice for the service call. ***** said it would cost between $1500 and $2,000 to repair. When I explained that was a LOT less than the $3600 quote the "salesman/service tech quoted, ***** was done talking to me. He promised to send me the invoice by email on 2/14/22. He was done talking to me when he found that I felt was being taken advantage of. I did not and have not received the invoice yet. I emailed again, and asked to have a response and email. A salesman called me back immediately! He said his boss was ***** and there was nothing he could do about it. I asked him to give my email to *****'s boss and he said that would be the CEO. He said he would do so and I still have not heard from anyone

  Business response

  02/23/2022

  The customer called to schedule service on 2/10/2022, we have a $165 minimum labor charge that we assess all billable customers.  The technician who was out was easily able to diagnose the problem visibly (water marks from water leaking down the water softener, and low resin in the resin tank).  Since the model was from 2009, the technician suggested that it would be a good idea to replace the water softener in stead of incurring a $2000+ repair bill.  The technician spent over an hour explaining the new system, the technician gave the customer the estimate and he said he wanted to think about it.  On 2/14/2022, the customer called and spoke with me about the situation.  He stated that he felt “taken advantage of” and that a “salesperson not a technician” was at his home.  I explained that he was a technician and that sometimes it is very easy to see what the problem is (as in this case).  We discussed what a repair would cost and I let him know that it would be more than $2000 for new resin and a new control head.  I asked what he thought would be a fair compromise to move forward and he said that a “zero bill” was the only way.  I offered him $40 off the $165 (plus tax) bill because the technician was there for over an hour.  He declined and hung up the phone.         
  
  
  
  ***** BUENGER

  Customer response

  02/23/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:

       I totally disagree with the response written by ***** *******.  I stand by my first response to the Better Business Bureau.  To clarify, the salesman/tech arrived at my door at 11:35 and by 11:47 he was texting me attempting to sell me a NEW unit.  He did not spend an hour in my home repairing anything.  He spent from 11:47am until 12:22pm attempting to talk me into purchasing a NEW unit by text.  I asked the salesman/tech how much it would cost to repair.  He stated, "it would come out to MORE than a New unit."  A new unit is $3695.  This is all documented in a text from the salesman/tech, ***.  I asked him by text to send me a copy of the invoice and he said he would have them email it.  Four days later I talked to *****, the supervisor who stated it would cost between $1500 and $2000 to repair.  I reminded him that was $1695.00 less than a new system.  ***** stated that he would send me the invoice!  That has not happened and would like to know why and WHAT ARE THEY HIDING?  I emailed the company and another salesman said he would make sure I got the invoice.  They have my email, it has been two weeks, what are they hiding?   

       I agree that ***** offered a $40 refund and I refused.  I did not get a technician, an invoice stating what was wrong, and an attempt to force me to purchase something unnecessary.  This is verified by *****'s response regarding the cost to fix which $1695 to $ 2,195 cheaper using the supervisor's quote.  When ***** became agitated and done with me I told him, " I want you to know that I am going to file a complaint with the Better Business Bureau and nothing may result, but I am going to file the complaint.  It was then ***** said, "do what you want" and hung up on me! If ***** is an honest person, he will acknowledge that as a true statement.  After 3 attempts to get an invoice they will not provide one.  I would like a refund of $165 for the service call.  My texts, my conversation with *****, verify what I have stated.

  
  Regards,
  
  ****** *****

  Business response

  05/04/2022

  We have resolved the complaint with Mr. ***** by refunding his $165 (as he requested).  I am not sure how that would be considered “not resolved”.  Please let us know what needs to be done in order to resolve this.  Thanks
  
   
  
   
  
  Credit issued on 2/28

  Customer response

  05/04/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:

  I agree this has been settled to my satisfaction.  After multiple attempts to resolve with the local franchise, unsuccessfully, I contacted the Corporate Office in Chicago.  The next day I was contacted by the local KC franchise and offered my refund.  Thank you BBB for your diligence.  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** *****

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company was called to service our softener that we owned ( from company) Told us it wasn’t worth fixing took the unit and replaced with rental. Verbally stated we could get out of the services agreement in 6 months. Did not provide agreed upon servicing maintenance. Unit no longer works. Asked company to end service and pick up device over 2 months ago. Refused. Spoke to customer service again and they stated that they would but will charge us 4 years of rental ($50 a month) without having a service or device due to a contract that was not described upon signing (as above mentioned - verbal agreement 6 months). Company failed to keep their part of contract ( maintenance of unit and salt). Company reinstated without permission direct withdrawal of payment from bank account - costing me additional overdraft fees and charged $35. Contract is in my husband’s name ******* *****. He did not sign the contract. They have been rude and threatening throughout the process. Please advise and any assistance would be appreciated. Sincerely, ****** ******

  Business response

  01/27/2022

  Below is a detailed account of the status of the account ******* with Culligan Water of Kansas City.
  
   
  
  4/7/2020:  Technician visited house and the customer decided to rent a water softener due to not wanting to repair their unit (tech did not charge for visit).  Signed 5 year lease agreement is attached. 
  
  4/9/2020:  Technician installed rental water softener
  
  11/6/2020:  We delivered 5 bags of salt per the rental agreement
  
  Starting in November 2020, the customer’s account was delinquent due to missed payments.  We did not deliver 5 bags of salt per the agreement in April 2021 due to the customer being 2 billing periods past due.  Some payments were made but the account was never brought current.  We deliver salt and maintain our rental units as long as our customers have current payment status.  We made several payment arrangements with the customer (all were not fulfilled on the customer’s end).  We removed the softener on 12/29/2021 and the customer had a $253.76 balance with us.  The last payment to us was on 10/6/2022 for $49.10.    
  
  Notes from 10/6/2021:  Called spoke to XXXXX regarding Payment insufficient funds, she stated that we should of never been using that checking Account for Auto Pay we did not have her approval.  She asked to have the Fee Waived $35.00 for insufficient funds and wants the Softener Removed.  Let her know she does have 5 year contract on this Softener, she is upset that it is not a new Softener etc and it is too much money per month.  She wants to know the cost to get out of the Contract.
  
  Notes from 12/16/2021:  Called to Let XXXXX know we are picking up equip on 12/29/21 before I could let her know she stated she will make a payment but will be contacting a Lawyer about our Lack of Service.  Before I could speak she hung up.  (She has a history of not paying the payment on the Unit since 10/30/2020 the account was put on will call, they have not called for service.  No consistent payment in the past year.
  
  We do not plan on holding the customer financially responsible for the balance of the 5 year contract sign on 4/7/2020. 
  
  Please let me know if you have any questions or need additional information. 
  
   

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