ComplaintsforAqua Falls Bottled Water
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Complaint Details
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Initial Complaint
10/08/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
We have a general complaint, that when calling the main number, we never get a customer service representative, but are always shunted to a voicemail. That would be fine, if customer service ever returned a call. This has been ongoing since Culligan took over from Aqua Falls. I asked the delivery driver for more water, of which his reply was to call Customer Service. My reply, was good luck getting a response from them. He had no answer to that. Believe it or not, I like the product, but I needed to adjust my deliver order up. Guess what, no response to my call. At this point, it would be nice if I could get a response.Business response
10/08/2024
Mr. *****,
I will make certain that our office contacts you today. I do apologize for the delay. We are experiencing very high call volume and responding to all messages left as we navigate our new computer system. We appreciate your understanding as we continue to make your customer service experiencing better.
Customer response
10/08/2024
Culligan has contacted me. I feel we can close this complaint. I am satisfied with the result.Initial Complaint
10/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We have been a customer of Culligan (Aqua Falls originally) for years and within the last 6 months starting having trouble with scheduling and billing. We paid an August bill on August 21 2024 with a bank online transfer and it still shows overdue--even though it cleared our back. We have attempted to contact the company and they do not answer and do not return voice mail messages, as stated on their recording. We just want to have them contact us so we can sever our business with them. This is what happens when you have a monopoly in an area.Business response
10/07/2024
Good afternoon,
I have passed this information along to have your issue resolved. I do apologize for the inconvenience and the long response time. we are working on updating our system to provide better and faster communication to our customers.
Customer response
10/07/2024
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
09/24/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
They do not notify customers when their distiller is down and still charge the eater club price. I was charged $208.82 in February 2024 and I have not been compensated, credited or refunded for this overcharge.Initial Complaint
08/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I get water delivered from Culligan of Fairborn (formally Aqua Falls) on a monthly basis. My last delivery was on Thursday August 8, 2024. In one of the bottles was a piece of a leaf (like from a tree). I called three times to complain and get it replaced. They never answered the phone but put me on hold for five minutes then told me to leave a message which I did leave a very detailed message. They never returned my call. Then I called again to cancel my account with similar results until two days later I received a voice mail from a person named ****** who said she cancelled my account and asked me to call her. I did and someone actually answered and after being put on hold for a long time the person got back on the line and said that ****** was on another call and would I like to stay on hold or would I prefer for ****** to call me back. I asked for ****** to call me back which she never did. I called again with the same result, on hold then leave a message. I identified myself and asked that since ****** closed my account I just needed her to call and tell me when a driver could pick up my 6 full bottles (including the contaminated one) and three empty ones. I have never heard from her. I believe that they don't want to pick up my bottles because then they will owe me money.Business response
09/05/2024
******** *****,
Our office, ****** in particular has tried to contact you several times starting on 8/21 and was only able to leave a voice message. I apologize but was off the 22nd and 23rd of August. However, she called you again on 8/26 and left you a voice message. ****** has now called you again today and left another message. Please contact our office so that we are able to find resolution to your request. We are currently having a very high call volume with transitioning over to a new computer system causing wait times to be longer. Please be patient. We appreciate all customer and are committed to provide the results you expect.
Customer response
09/05/2024
Complaint: ********
I am rejecting this response because: I work in a classified space at the Air Force Base so I can't have a phone with me at work. I have tried to call ****** back every time she has left a message and am always put on hold then asked to leave a message. ****** has never returned my call including today. I have put my water bottles outside so they can pick them up at anytime.
Sincerely,
******** *****Business response
09/06/2024
I understand that we were able to make contact and arrange a pick-up of your bottles.Customer response
09/06/2024
Complaint: ********
I am rejecting this response because: Aqua Falls did pick up the bottles but they still owe me approximately $81.00. I can't be satisfied and close out this complaint until I receive the money that they owe me.
Sincerely,
******** *****Business response
09/09/2024
The office has reached out to you and requested a check refund to be issued and sent. I believe this should resolve the issue. We truly appreciate you and apologize for the inconvenience.Customer response
09/09/2024
Complaint: ********
I am rejecting this response because: while Aqua Falls has, so far, been cooperative ( only since I filed a complaint with the BBB) I will not close out this complaint until I have successfully cashed the check. I was told that it could take up six weeks to receive it.
Sincerely,
******** *****Initial Complaint
08/23/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I have always worked with Aquafalls and they notify me the day before my delivery. They didn’t do that this month so I wasn’t able to put my empty bottles out and get credit. I tried to log in to the AquaFalls website like I always have but it’s been discontinued. I can’t even get my account number off it to log into the new website. I’ve called every day and sometimes I’m lucky enough to talk to a live person but even then they tell me they can’t help me and that they’ll leave a message for who can. I’ve left a call back message every day for the past 2 weeks and I’m beyond frustrated. I want a person that I can talk to so I can schedule for them to come and pick up all of my empty bottles so I can be done with themInitial Complaint
08/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
I have been a customer of Aqua falls for years, but I cancelled the Auto-ship in July 2024. The company continued to deliver 6 bottle of water on 6 Aug 2024. I have called Aqua Fall's on 7,8,9 and 20 Aug 2024. I have left messages on their voice mail. I have phoned and left messages at their parent company "Colligan Water" and neither company will return phone calls or respond to emails. They are trying to bill me for Six 5 gallon bottles of water that they should not have delivered to my home. I want them to pickup their product and cancel the $54 invoice and any late fee's that arises because of this delivery. I continue to call them but they will not answer or respond.Business response
08/21/2024
I will have my office reach out and address your concerns. We look forward to finding a resolution.Customer response
09/02/2024
i WAS CONTACTED BY THE COMPANY AND THEY PROMISED THAT EVERYTHING WOULD BE TAKEN CARE OF. tHEY SAID A PICKUP OF THEIR WATER AND EMPTY BOTTLES WAS SCHEDULED FOR 09/16/2024...NOTHING HAPPENNED THE WATER IS STILL SITTING IN MY DRIVWAY.
***** ******
Initial Complaint
08/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I rented a reverse osmosis system for several years and have experienced poor customer service. Recently I sold my house and spent hours over the last three weeks trying to contact them to stop the service. I have called at least 12 times and emailed them as well, with no response. Please help to remedy the situation. Thank you.Initial Complaint
05/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have a monthly service for salt delivery and service. I was charged an additional delivery fee for salt that I didn’t not receive nor did I need due to just getting a delivery the month before. This is a quarterly delivery. When I called the Fairborn office I completely got the run around. Amazingly no one could help because only one person could and he was out. After many calls an leaving messages I can’t get a return from them. This charge was an extra $100 from my bank account and I can’t get them to answer me. I need help. I need someone who can get them to call me back and get this charge put back in my bank account. Can you help?Customer response
05/31/2024
The problem was resolved in future credits. The whole problem was because Decembers delivery was delayed till January and when March’s delivery happened it caused 2 deliveries to happen in one quarter. The man who could fix it it always in meetings so another girl gave me enough credit to cover the overcharge plus extra to cover my inconvenience.
so I will call it resolved.Initial Complaint
03/13/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
We have/had been customers of AQUA FALLS for years and then they made the mistake several years ago of selling to Culligan and it has been a nightmare ever since. Look at all the negative reviews, these folks are crooks who actually tried to make me pay someone else's bill. I called initially called in to advise that twice in two weeks we've had their water jugs and/or the dispenser leak ALL over our kitchen floor. I had taken pictures both times, but ultimately wanted to ensure our account was credited for the faulty water, dispenser, etc. I never received a call regarding the prior issue, but after revisiting with "Lydia" over the phone, she advised of my balance, and I rebutted with its inaccuracy. She advised it is what it is and when I asked to speak to a manager regarding the bill (and the unaddressed ongoing service issues), she transferred me to the cancellation department. How has the chamber of commerce or the bureaus of consumer affairs not shut this business down or had a stronger presence in their business practices? Culligan is "corporate" but operated under local entities, so they deliberately reroute customers who never get a timely response whenever we call in. I can't believe we went from 17 YEAR CUSTOMERS to being transferred for service cancellation because their water jugs and units constantly leak and malfunction. This place is an actual joke. How am I as a consumer not protected against a business like this with you and your board of directors funneling money into it ensuring fair consistent practices. (I paid my final bill excluding credits to be done with this.) **If you change your settings to allow CONSUMERS to post pictures larger than 5MB I'll be glad to forward my photos.Business response
03/15/2024
A miscommunication of name and account number was the factor for the error. This issue has been resolved.Customer response
03/15/2024
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
01/05/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I called Culligan several times for my salt they said they are coming, but no one comes with my salt. PS Plus! They dont answer on the phone. Culligan of Fairborn **** ****** *********** ** ********* ** ***** Culligan phone number is ************ All I want is my salt.Customer response
02/02/2024
They did call and said "come with salt Jan. 6. They were to come with salt Dec 19. I stay home all day waiting No Salt I called got voice mail every time I called. I keep trying then someone answered come Dec. 27, 28, Jan. 4, 5. No Salt. They they came Jan 11 with salt. I'm not at all happy with them.They are to come with salt March 14 with salt I will see if they come.
All I want is them to come with the salt on time!
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Contact Information
Customer Complaints Summary
25 total complaints in the last 3 years.
10 complaints closed in the last 12 months.