ComplaintsforCulligan Water of Troy

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  01/17/2021 Purchase of a Smart HE-water softener with monthly service contract-Since the date of purchase softener has not worked properly with service calls for customer service to fix the problem-calls for service result in several weeks for appointment date, with date for service being cancelled without notice. A trouble light was on the screen for over six weeks before service arrived-the service tech shut the light off and left within a few minutes with no explanation for the trouble light, and no further service at any time to the softener. Softener does not regenerate at any time and does not use any salt. Cancel of the service contract was made on 11/16/23 as Culligan did not provide any service.

  Customer response

  12/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20967090, and find that this resolution is satisfactory to me. 

  12/08/23-Received call from Mark K. General Manager at Culligan-Troy N.Y. on my complaint, Mark advised that next week he will contact me in regard to service for the water softener.  Mark was very cordial on this matter, and I am satisfied with his response and handling of this matter. Thanks to BBB for their assistance in this issue.   BBB does a great job in assisting the consumer with problems following the purchase and contact with the business to resolve the problem.                                                                                                                                                                                                                                                                     Thank You
  
  Regards,
  
  Thomas Dean
  
  
  
  

  
  

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Culligan or Troy has been providing terrible customer service. Including over charging my debit card without delivering my water. I’ve called them every day to schedule my delivery and they have not come to me they are very rude to me day in and day out I would like a refund for them not providing the service I paid for two months In a row.

  

  Business response

  11/21/2023

  Thank you for bringing Ms. ********* issues to our attention. Unfortunately, we were unable to make scheduled deliveries to Ms. ********* residence due to restricted access to her building. Although our driver’s phone records indicate that he did attempt to contact Ms. ******* for access while he was there, he was unsuccessful in doing so and was unable to complete the deliveries. We have spoken with Ms. ******* by phone and have agreed to credit the monthly fee to her account. I hope that this will be a satisfactory resolution to her complaint. 

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Culligan came and sat down with my husband and I in Jan/Feb 2022. We were talked into a new salt water system costing almost 3500. The system was put in place around April 2022. We contacted someone as we were not going through salt. They sent someone out in Feb 2023- who pushed a button on the front of the machine and charged us a $200 service fee. Now, it is September 2023. We have tried contacting the company multiple times, we keep getting told someone will call us back. No one has. We wrote a negative review and received a call shortly after stating they would call us for an appointment. They still have not. We contacted a different repair guy who came to the house- did not charge us- and told us the system has been in bypass mode. So essentially, for a year and a half our salt water tank, that they talked us into for an expensive price was never actually working properly and they did not actually fix anything when they came in Feb. We bought all new appliances when we moved into the house and have essentially been having hard water through all the appliances because they did not do their job- and still have not called us back. They are not conducting professional business and this is essentially going to cost us a lot of money in the long run. They do not care about their customers. Im including receipts of service, the call log from my husbands phone, and another persons ****** review that was similar to ours as ours somehow was deleted. We bought this system thinking we would receive good customer service- no one else works on this particular system so we are continuously needing to contact them for assistance that we do not receive,

  

  Business response

  09/25/2023

  I have reviewed Mrs. ******* account and discovered a billing error did occur , I have instructed my admin staff to issue a full refund of $191.30 , I also attempted to contact Mrs. ******* by phone to discuss this situation and had to leave a voicemail message , I await a return call from Mrs. ******* if she would like to discuss this matter any further.   Christopher S******** | General Manager ***************************** ***** ***** ******** * ****** **** ***** ** ***** ****************

• Initial Complaint

  08/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a long time customer of Culligan and the issues that concern me. They are repeatedly delaying my water delivery and still bill be for my services. This i feel is wrong. They should never bill anyone until they complete their service of water delivery.. I feel this is fraudulant.. I have cancelled my service as a result

  Customer response

  08/15/2023

  I want a refund for my water that was billed before its delivery and the deposits of the returned bottles that will be given back

  

  Business response

  08/18/2023

  Good Afternoon ,  We have been in contact with Ms.***** and have issued a full refund back to her CC in the amount of $46.22 , this complaint has been resolved.  

• Initial Complaint

  06/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  have a contract with culligan from 2005, we pay them $49.08 each month and they are suppose to deliver, salt for our softener every three months. they give me a print out. It shows our privileges program, cost each month, date of delivery. the date of delivery comes we stay at home, no one delivers. we call them the next day, they change dates. most of the time those dates come and go no delivery. after more phones calls, me bitching at them, finally we get our delivery. I want deliveries on date time and no more bull shit. there is no other water softener company in our area.

  

  Business response

  06/21/2023

  Customer service is the core of our business and we strive to do the best job possible despite the overwhelming challenge of finding and retaining quality employees . While I understand Mr. ****** frustration and him feeling that we have not provided him timely service all I can do is offer is my sincerest apology and a promise that we are doing all that we can to meet our customers expectations and we remain positive in our commitment to do so.       

  Customer response

  06/22/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  I will stop automatic payments, if and when services are rendered, then I will make a payment.  Regards,  ****** ****

  

  Business response

  06/22/2023

  As I stated in my previous response , customer service is the core of our business and while we recognize there have been challenges in meeting that commitment our focus always remains the same which is to is to provide exceptional customer service. As a business leader I fully understand the impact of losing a customer and it is something I never want to see happen but I also understand as a consumer that I have the right and expectation to what I want and pay for , to that end I fully respect and understand Mr. ***** decision to cancel his monthly Maintance plan and will instruct my office staff to immediately discontinue any further billing of his account for this plan. I will also instruct them to leave his account as active so in the event that he may find it necessary to call us we will be able to meet his request.       

  Customer response

  06/23/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  this is where the problem. is you want your money first, then I wait til it is convenience for your company to deliver the salt, cause you sure don't go by a schedule, and if doesn't show, I call and they we will credit your account for the next billing cycle.  At that time I was on auto pay so no matter what you got paid and I didn't get salt. so now I'm the bad guy, now you threating me to take me off the privilege plan I've been on for  over twenty year, nice way to treat your customers.   so I guess  the big man, in the drivers seat. I will continue to pay for salt that I may or not get. so expect tyo get calls if IO don't get salt.  I  hope you feel better now!!  Regards, ****** ****

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been trying to get the water softener serviced since January. Waited 3 times and they would cancel the appointment and reschedule another month ahead. We have extremely hard water and need this resolved. Finally a month ago the service guy came and had to order a part. 5 plus weeks and still no part. We have the service agreement that if they can’t fix it they will replace it. Still putting us on the back burner.

  

  Business response

  06/22/2023

  a service call was completed on 6/16/23 , and I have instructed my office staff to contact Mr. *********** and schedule a follow up appointment to ensure his system is working properly.  

• Initial Complaint

  05/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company appears to be unable to fulfill it's obligations. I am a member of the water club, meaning I am supposed to get 5 bottles of water delivered a month and free use of a water cooler. I have purchased 2 as such I am meant to get 10 bottles of water. This company is unable to meet their obligations. I did not get a delivery in April, though I have been informed that the system shows I got 4 bottles, which did not happen. And despite the assurance of many employees it appears that I will not be getting a delivery in May. I was promised a delivery on May 19th which never came. Called and was promised a delivery on the 26th which also never came. I called 4 hours before closing on the 26th after seeing the delivery truck drive straight past my house and got the answering service and no return call. I am out of drinking water and have had to scramble to make sure I have water since Culligan cannot fulfill it's obligations and cannot even call to let me know in a reasonable amount of time.

  

  Business response

  06/21/2023

   In response to Ms. ******** statement that we do not honor our obligation to provide her with the product she has ordered , this is not an accurate statement. While we as a company have had to endure short staffing and supply chain issues much the same as other business's in the service industry we do get our customers the products they have ordered in as timely a manner as possible and in the event when a delivery is not made then we make up that delivery on a different day or credit the customer's account for the missed delivery.  In looking at Ms. ******** account I do see that there was a missed delivery in May and a credit was issued for $46.30, the delivery was subsequently made on 6/16/23 . Regarding the claim that a delivery was missed in April our records indicate that 11 bottles of water were delivered on 4/6/23 overall in reviewing this account it appears to be accurate there is a zero balance due and the June delivery was made.  

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am getting billed every month for service. We have a special code for the Culligan delivery guy to access the door where the equipment is located as well as a security camera facing the area of delivery. There has been no deliveries in the past 4 months. I have called and left messages several times asking for a call back. It seems the only way to get ahold of someone is to ask for a quote on a new system, then sales calls back almost immediately. I purchased salt for my softener at a local hardware store because the system had been out for over a month. We spent several thousand on a purification system and service and we are not getting what we paid for. I took our water out to a company that performs water testing and they gave me a paper stating that the system is not doing what is is supposed to do. Im assuming because it was out of salt… I’m expecting a call back from someone in a supervisory position within the next 5 business days or I will be contacting my attorney.

  

  Business response

  05/17/2023

  I spoke with Mrs. ****** , on 5/17/23 , she has our Privilege Program on her equipment and thought the included salt was delivered monthly , I explained that her deliveries are quarterly as well as the additional maintenance benefits of having the program . Mrs. ****** thanked me for contacting her and explaining how the Privilege Program works.   

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At Culligan's request, I sent them photos of my system and said they can service it so I scheduled a routine maintenance of my water conditioning system. The technician that came out tested the water, looked at the system and said the system is no good, it's not working, it needs a membrane and 2 filters. He could not answer any of my questions, told me he didn't install the system, it isn't a Culligan system, etc. He said he doesn't know why they sent him because he doesn't know this kind of system, never worked on it before, and had to go on ******* to see how the system works, while he was at my house. He said his manager only told him to bring the filters but never told him he needed to bring a membrane so he doesn't have one of those with him. He said it doesn't make sense to just replace the filters because without the membrane, it won't work properly anyway, he has to check with his manager to see if they can even get a membrane. He said he thinks he re-set the system and he'll get back to me on the membrane. After almost 2 weeks of not hearing back from the technician, about the membrane, I called Culligan to follow up and the Rep said she'll contact the technician and someone will call me back. Again, we never heard back from anyone. They sent a technician that didn't know my system, he didn't bring the required parts to do a routine maintenance, he watched ******* videos at my house and never called back about the parts needed to complete the routine maintenance. The only thing Culligan DID do was send a bill for work they didn't actually perform as they never completed a routine maintenance, which is what I called them for, in the first place. Culligan's bill stated that the technician was at my house for an hour "doing diagnostics" and that I declined their services, none of which is true.

  

  Business response

  05/04/2023

  Ms. ***** , has equipment that she purchased from a competitor who has gone out of business , she contacted us and inquired if we could service her equipment which we agreed to come and look at it and scheduled a date to do so. The day of the service call apparently did not go as we expected and the service tech that was sent to Ms. ******* home was unorganized and unprofessional he stated that he had no knowledge or experience working on competitor equipment which is not entirely true .Our technicians are trained to work on our own equipment which is proprietarily , with this training they are given they learn the fundamentals of how water treatment equipment operates regardless if it is our product or a competitors . I offered this explanation to Ms. ***** and apologized for not meeting her expectations additionally I removed the current charges on her account leaving her with a $0.00 balance , despite my best efforts Ms. ***** insists that we committed fraud in which I maintain we have not.         

• Initial Complaint

  09/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On a good day it's hard to get ahold of these people. Today was something else. I called and after a long wait a nameless person answered and asked for the reason for my call. I said I have a billing issue and I need to schedule a service call. My billing issues are 2: (1) a year ago they charged me rent for a system I had purchased; (2) I am now receiving invoices but don't know what the invoices are for. When I asked about the current invoices the agent said I was paying for service. When I asked her to enumerate the services she hung up. After that they either hung up when I called or didn't answer the phone. When I called corporate headquarters I got switched around for around 15 minutes. I finally hate to get angry resulting in Kathy switching me to Mike, her supervisor. He made all the right noises; now I'm awaiting a call back. Meanwhile, Culligan hasn't refunded the rent payments and my softener is still broken Do business with them again? Not bloodly likely. 

  

  Business response

  09/23/2022

  I have spoken with Mr. **********, addressed his concerns described in this complaint as well as answered his questions regarding the services he is being charged for . We agreed to reactivation of his auto pay account and to him paying his current balance in full , I also scheduled a service call to have all of his water treatment equipment serviced , this complaint has been resolved.  

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