ComplaintsforCulligan of DFW

• Initial Complaint

  03/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  As per rental equipment agreemant by Culligan *** a 30 days notice provided to Culligan *** to terminate the lease as per their leasing /rental contract condition section 4 and 5 attached . They are not willing to terminate the lease asking to pay full 60 months rental.

  Business response

  03/29/2024

  Customer signed Rental Agreement in September knowing the cancellation procedures (i.e., 30 day written notice prior, etc.), as terms are transparent and in writing on the back of our contract.

  Customer requested to cancel and was advised the cancellation fee. 

  Customer was advised we needed something showing he was selling the home to waive the cancellation fee. He says that he is renting the home out and not selling it. Customer disagrees and states our contract is not clear and shows that all he must do is say he is moving, and we will let him out.

  Our installer attempted to remove the equipment on 3/15/24. ******** decided at that time to pay and bring account up to date and advised would be contacting his attorney. 

  *At this point; we are willing to waive the cancellation fee IF customer calls to schedule an appointment for us to remove our equipment; however, cancellation fee is waived and based on verification that our equipment is in working order upon removal from our service tech. 

  **We will then be updating our contract to further specify the language terms regarding moving/selling/renting for cancelation purposes.
  

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 29, 2021 a service man came to our house and reset the water softening system for our new residence. We signed up for a service of regular maintenance, salt delivery and filter replacement. Our account number is *******. We were charged monthly for a minimum of 12 months and were promised quarterly service at the property to include salt delivery, system check and water filter replacement. One time a few months later we found salt bags left outside the garage. The company did not contact us before attempting the property visit or call us to advise they had come. I called them and they said if they come and no one is home they will leave the delivery. No future deliveries were made and Culligan did not call to set an appointment to check the system or change the filters. I stopped making payments and the company called to collect. I asked to set an appointment for the system check and they said they would check the next time they came to the house. I asked to cancel the service and they said we would have to pay the full year of service or pay a $250 cancellation fee. We did not come to any resolution. Culligan continued to send a statement and collection letters but never provided service or delivered salt or filters. When I called again the representative would not address the lack of service unless I paid all amounts owed. Today I called again and was told I need to pay $362.62 to bring the account current. I said I want to have a final cancellation and show the account resolved and was told the service is already cancelled, the debt was written off as bad debt but I still need to pay to bring the account current.The resolution I want is to have the balance removed from the account and no additional fee or charge added.

  Customer response

  09/07/2023

  Your email said there is additional information needed. This system does not ask for any info just clarification on whether the company resolved my issue. My issue was not resolved. I did not hear from them further.

  Business response

  10/13/2023

  Attempted to reach customer; LVM's. Received call back and spoke with him; apologized for delay and inconvenience due to *************. He was understanding. I explained we recently had a glitch in system; some customers had Will Call tickets printed for salt deliveries; apologized for misunderstanding as well as some new employees not knowing/trained properly at time to answer correctly as in his particular situation that occurred. (Both areas have since been corrected/trained). Dismissed all salt delivery charges from customer account; Received salt at no charge. Also advised customer we would be sending his soap package; expect to arrive w/in 30 days. Thank you. *******************************- ***************** Manager

• Initial Complaint

  04/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 16, 2023, the Culligan salt delivery driver, drove over and destroyed my potato planter box. It is destroyed. It will cost me more than $300 to replace it. I have security footage showing the Culligan truck running over the planter box and then just keep going despite the fact that I was yelling, waving my arms, and trying to catch up to him. I was told I would have to talk to his supervisor, who told me he would send a handy man out to fix it. He did not. He "hasn't been in the office" since. He doesn't return phone calls. I need my planter box repaired or I need a check in the amount of $300 plus whatever else is actually fair for my having to spend a month trying to contact them, maybe another $100. I do not pay them to destroy my property.Camera footage can be viewed here: ********************************************************************************************

  Business response

  04/18/2023

  
  We apologized for accident and customer has been willing to work with us to pay for damages. On 4/18/23, we called the customer to follow-up and confirm she received the check to cover the repairs. Customer confirmed she did. Situation has been resolved to her satisfaction. Thank you.

  Customer response

  04/19/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/30/22 Culligan refused my electronic payment of *****. Culligan CSR Manager informed me the payment was never received on 1/3/23 in an email. I placed an electronic payment trace on the payment 1/3/23. The results from the trace was sent 1/20/23 from Digital Experience. Culligan refused payment and sent payment back causing me hardship and monetary damages. I closed my Culligan account on 1/07/23 and Culligan continues to ignore my emails, and calls. I seek to cut ties with Culligan to stop theft and fraud.

  Business response

  04/07/2023

  Our **************** Manager spoke to the customer several times regarding this issue. We would not be in our best interest to refuse a payment. Our manager confirmed with our **************** each time the check had not been posted yet. We asked the customer to simply provide a copy of his bank statement as proof of payment once he receives it; however, we never did. Regardless, we have since just credited the customer's balance of $60 on his account as Good Will due to his years of loyalty with Culligan. Thank you.

  Business response

  04/12/2023

  Our **************** Manager spoke to the customer several times regarding this issue. We would not be in our best interest to refuse a payment. Our manager confirmed with our **************** each time the check had not been posted yet. We asked the customer to simply provide a copy of his bank statement as proof of payment once he receives it; however, we never did. Regardless, we have since just credited the customer's balance of $60 on his account as Good Will due to his years of loyalty with Culligan. Thank you.

  Customer response

  04/12/2023

  I did send bank statement as proof of payment.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I did get **** Water System installed in my garage in April 2020. Since my install, I did have so many service calls to trouble shoot the issues with the unit, and Culligan DFW took care of them. But on July 20th 2022, the system became unrepairable, and so , the unit being within manufacturers warranty, I requested Service manager for a replacement. He then contacted the **** Manufacturer , based out of Michigan; and the manufacturer did send out a replacement unit on August 12th 2022 from their warehouse. Since August 20th 2022, I had made several phone calls to the Culligan DFW, spoke to the various front end customer service reps ( Joanna, Myra, Sophia, .......); and every time I had to explain myself what I was looking for, and I got many assurances at the end of those calls, that service manager Blake is going to give me a call, or email me with an update. Never received any calls from anybody proactively with any update from Culligan . There is no respect for my business , no courtesy/empathy had been afforded for the lack of an operable water softner system at my residence since July 20th 2022... As of this writing, 42 days without a water softener system, and 20 minutes before this complaint; got off the phone call with a rep who said, they just got the samples back from the testing center, which I had no idea what she was talking about. There were no samples that were taken from my premises.....a total customer service failure on the business end. All in all, I wanted this **** water system be replaced( according to manufacturer it left their warehouse on August 12th 2022 to Culligan DFW for replacement).

  Business response

  10/21/2022

  Business Response /* (1000, 5, 2022/09/16) */ Contact Name and Title: TRACEY *********, Quality Contact Phone: XXX-XXX-XXXX Contact Email: **********@culligantx.net We have spoken to Mr. ******** and acknowledged his concerns. We apologized for the miscommunication during the transition of our new Service Manager as well as explained the procedure of his water being tested as part of the manufacturer's requirement for warranty. We currently have a service appointment scheduled for 9/21/22 to have his unit replaced and feel this will be satisfactory for both parties involved. Thank you for allowing Culligan of DFW an opportunity to explain our position.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have been trying to contact Culligan to cancel our account without success since July 2022. The phone numbers listed on their invoice do not work. When I've called the number listed on their website, the representative noted I needed to call the distributor in Irving. I explained that their phone #s do not work and he tried to get them on the phone but received the same error message. The representative noted they would escalated my call to a "general manager" and explain the situation with the phones not working in Irving. A general manager called me & I explained my issue of not being able to get ahold of anyone to cancel our account. He couldn't resolve my issue and again advised me to call the phone # that did not work. I explained the #s do not work and he said he'll have someone call me. I have never had such trouble getting in touch with someone at a company. The runaround they keep giving us is ridiculous.

  Business response

  10/10/2022

  Business Response /* (1000, 5, 2022/08/19) */ Phone numbers are correct; but we are effected by the nationwide employee shortage in which our answering service has been picking up many of our calls and taking messages for us. Regretfully, July was one of our busiest months for water orders and deliveries and we were the most short handed. We have, however, since picked up the customer's equipment and the situation is resolved. We will continue to make our customers a priority, take calls and service them to get back on track. We are doing the very best we humanly can! Thank you for your understanding.

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new installation that happened February 17. Since then I have Not been able to get any answers when the cover would be installed! And I was informed by the salesman that they didn't have the salt! I paid in full the day of install! $5200 I also got an invoice for salt 30 days after install! The salesman said nothing about any of the above

  Business response

  05/18/2022

  Consumer Response /* (2000, 5, 2022/04/22) */ Thank You Literally the day after I filled this complaint Culligan resolved my issue

• Initial Complaint

  02/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  OUR $6,000 "TOP OF THE LINE" SOFTENER SYSTEM HASN'T WORKED FOR ONE YEAR. Here's the story: We moved into a house that had a Culligan system found out it was not operational. Called Culligan to have it serviced, but were convinced by a sales rep that it would be better to replace the entire system with a $6,000 new one with a promise it was a top of the line, best in class, et.. Several friends tried to convince me I was paying too much, they had $2K systems working really well, et... but we wanted the "best in class" and trusted all the promises given by the sales rep of strong warranty, great customer service, et.. Turns out that after the FEB 2021 freeze, we had to be in line for several months before we saw a rep for the first time. We also had to pay the full repair as the warranty didn't cover natural disaster. To shorten the history, this cycle of waiting for months, than paying for all the repairs repeated several times. Each time we paid for the visit, paid for the repair, paid for parts. Now, ONE YEAR after the initial freeze, after various paid visits, our system remains NOT SOFTENING WATER. Had a rep coming back a few weeks ago to say that the salt was clogging the unit, he shook-it-out and said it was going to start soften. It didn't. Called customer service and they told me to go there and shake-up the salt in the tank. We did. Still no soft water. This system DOES NOT WORK. Had a plumber come over and the plumber was surprised my "top of the line" system was installed without a sediment filter. I am not sure how to deal with Culligan of Houston anymore. The staff is friendly, from the customer rep, to the sales rep, they are all "nice" but they have proven to be unable to make my expensive system soften the water in our house. At this point I just want my money back and want them to take their system out of my house so I can purchase a system that works.

  Business response

  03/10/2022

  Business Response /* (1000, 7, 2022/02/21) */ Issue now resolved; 2/15/21- Tested water: 5-6 gpg; 2/16/21- Tech found 3way bypass *** covered by leaves/dirt and was open causing the softener not to flow, allowing hard water through into the home. Closed valves and system began working correctly. Retested water: 1 grain hard. ______________________________________________ Apologize for late submission- we are doing best we humanly can w/ employee shortages- service is backed up! *********************************************** THIS IS SUPPOSED TO BE A HOUSTON COMPLAINT, NOT DALLAS. Please remove and correct. Once completed, can you please email me confirmation it has been corrected? Thank you so much, ****** ********* Consumer Response /* (2000, 9, 2022/02/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Business sent out a skilled technician this time (Jordan) who service the unit once, then brought another technician next day and found the root problem and re-tested the water to make sure it was really working. We finally have soft water and we are satisfied with the response. We are also very grateful to BBB rapid response and effectiveness of getting our softener working after one year of hard water. THANK YOU GUYS.

• Initial Complaint

  09/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***Please see attached explanation and backup information.*** Culligan has cause massive water damage from a poor/ incompetent instillation. Damage and housing costs over 118K so far. Technician put a water line through a stud and it nicked a nail which leaked undetected behind the cabinets and under all flooring. Culligan also installed incorrect/ insufficient whole house carbon filter that didn't even have the proper amount of carbon in it (again, wrong unit anyway). Customer care/ service is poor to say the least. We also want to hear from corporate office that is over this franchise to share our awful experience with them. The whole story is attached as there are not enough characters here to describe the nightmare we have been through.

  Business response

  11/18/2021

  Business Response /* (1000, 5, 2021/09/17) */ Customer did not call or notify us of the leak or damage when first discovered. All evidence is gone; cabinetry, sheetrock, flooring had been removed. At best we can determine, it occurred before May of this year. Customer did not give us an opportunity to fix a problem or note any damage. Customer filed a homeowner's claim through Allstate in which over $118,000 was paid out for repairs/remodeling from a leak not from Culligan Equipment. Customer was contacted on 8/11/21, for an unrelated call and it was then that we were first notified of the RO leak. Customer emailed back claiming more massive damage against us including pictures and a video. Customer still has not given us an actual date when the leak occurred or the insurance claim number so we can follow up with the adjuster as to what they determined as the exact cause of the leak since they already settled the claim. Current outstanding issue: Customer states her whole house carbon filter has/does not meet her expectations. We acknowledge her concerns, willing to work with her, and give her in house credit. Please refer to the email offer below sent to customer from our Branch Manager: Ms. *****, the number for the corporate office was at the bottom of the last email I sent you. It is XXX-XXX-XXXX. Ask for the Office of the President. The Corporate website is Culligan.com. Ms. *****, we are not an uncaring company. I have reviewed your service history. It clearly shows that you have had an issue not with the RO, but with the whole home carbon system. I am more than willing to work with you to resolve that issue. If that system is not doing what it is designed to do, we will fix it. But more importantly, I can help you resolve almost any water issue in your home. I have over 35 years' experience in the water treatment industry, working on Industrial, commercial, and residential applications. Our franchise sells and maintains the water treatment equipment in hospitals, hotels, restaurants, business, and homes all over Texas. We have resources other water treatment companies can only wish they had that I can bring to bear on your water issues to get them resolved. As you mentioned in one of your emails, a neighbor of yours has a Culligan with no complaints. I want you to have a Culligan system in your home that you too are happy with. I suggest we start over. I would like to have my team do the following: 1. Gather a water sample we can test to see the condition of your water at this time. (Water chemistry changes with environmental conditions, city maintenance and construction in the area). 2. Get information from you and your family on the water problems you are wishing to resolve. (What is it that most concerns you about the water the city is supplying to your home; I see in the notes in the file that discoloration is a concern, is there any others?) 3. Design a solution to resolve those issues and put them in place. 4. Install the equipment and test to make sure it is working as designed and doing what we expect. 5. Put the equipment on a maintenance plan to keep it delivering high quality water for years to come. I will put an instore credit to your account the money you have paid to Culligan of DFW up to this date to be used for this project. Below is what Is in the computer for your account. (This credit is only good for purchases from Culligan of DFW for the project outlined in this email): Contract amount = $3867.00 Credit given on 4/22/2019 -$500.00 Paid for the maintenance program 12 months =$575.88 Total = $3942.88 MS. *****, I will oversee the design of the water treatment system for your home and will work with you if you will work with me. I look forward to your response, **** **** Culligan of DFW

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩