ComplaintsforMcCardel Culligan Water Conditioning

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been customers of Culligan for 15 + years. We chose to rent a water softener for the assurance of service & the transfer of responsibility if anything needed to be repaired. Our current home was built 4 years ago, and all of our appliances were brand new. Within the last 6 months, our washing machine, dishwasher, and now our water heater have needed to be replaced. The plumber installing our new dishwasher showed me the damage from hard water and that being the reason our dishwasher needed to be replaced. I called Culligan in Petoskey 11/2022 for a service call. The repairman man was here less than 5 minutes and told me the unit was fine, just a little piece of debris. Then our water heater went out. Called Culligan again. This time, the new repairman (old one no longer there which they acknowledged he had been a problem) came out 4/2023 and showed me the inside parts (I have **************** of). They were all rusted through. He said that all should have been replaced back in November. I called and dealt with the manager in Petoskey. He was a jerk, tried to be intimidating. The only thing he did was credit me for the past 6 months of the rental for the water softener. You know.the one that hadnt worked for the last 6 months that I shouldnt of had to pay for anyways. So, I tracked down ****, the General Manager in TC. He assured me he would now take good care of us and would figure this all out. Sent someone to test our water. That was over 3 weeks ago. Promised a call back in a week. He is not a answering any of my calls and they are screening his calls and not sending me through. I have always been respectful and have allowed them to correct things on their end. They have failed to do that so now I am filing a complaint. Thank you, ****

  Business response

  05/17/2023

  Thank you, *******************, for taking the time to reach out with this feedback. First, I do want to apologize for not returning your call in a more timely manner. Please know I was not avoiding speaking with you. Like most industries right now, we are short-staffed. However, we are committed to providing all customers with quality water and customer service regardless of whether they purchase or rent our equipment. I can understand your frustration when appliances stop working,as weve all been there. At Culligan, we do stand behind our products. I spoke to members of the Water ******************** an independent water group, about your claims and sent your well water sample to Culligan International for a water analysis at our certified laboratory. Once the results were back, I discussed the results with our problem water expert at Culligan International and we found nothing indicating the water was an issue. Additionally, you have been a valued customer of ours since 2012. Your most recent water softener was installed in 2018 and up until November, we show no request for service calls on your equipment. I do not believe there is anything more that we can do to reach your satisfaction and feel it best if we go our separate ways. We will need to schedule a time to pick up our equipment and someone from my team will reach out to schedule that appointment. We do wish you all the best. 

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/21/22 I went to mcCardel Culligan in ************* to pay my ****, and I found out my **** had increased by almost 12%. I am paying for the rent of a water softener by the month, and have been for 22 years at this house. As no instructions have been provided as to even adjust the timed cycle, or I would do it myself, but I have to call them to come out and check the the settings and reset the time every time we have a power outage. And we get a couple per year here, and the power company has also been doing some work on the lines and had to cut power. I have no control over that, but it's feels like I'm being singled out as a 'too' frequent user. What baffels me is that they might come out once over a year, otherwise, the unit just sits there, they do nothing most of the time, and I pay them. How can they argue that their costs have gone up that much, when they really don't do anything.I used to teach mathematics, and I see a poor understanding of proportional responses to inflation, high gas prices, etc., with other businesses as well. I have not cost mcCardel anymore than if this was 2018, before the pandemic.

  Business response

  04/28/2022

  Good Morning,

  In response to the above complaint i would like to state all of our rental customers have received a 10-15% increase on the rental units in service.  We have not singled out any one customer or group of customers for too frequent a user.  When we sent out our statements a statement note at the bottom of the page that are rental rates have increased.  We have seen 25 to 30% increases from our suppliers along with fuel increases and the cost of employee retention that we had to pass this on to our customers.  I just received another 10% across the board increase on Tuesday the 26th of April, 2022.  I have also reviewed your account and since the 2012 we have been out to service 18 times.  These calls were not just to set the timer they also checked all settings and cleaned injectors, flow control nozzles, and flow meters.  Our website does provide information also on how to set a timer if this is a concern.  It is located under the current customer tab the by-pass videos.  On the right side you will see timers and manuals.  I am working with our Website provider to make the manuals a bit easier to find.  I will also email a manual to you this morning.  For your reference your unit is the gold series Culligan system.  You tube is also a great place for videos on setting timers.

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