Complaints

• Initial Complaint

  12/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We signed up for a soft water system with Culligan ****** in 2019. We purposely rented with them rather than buy a system ourselves because we wanted a company that would deliver the salt (at an additional charge, we understood) every 90 days and monitor and service the system itself. Weve assumed this entire time that the tank was being serviced and salt was being delivered. Im on autopay. My credit card has been charged $97.70 per month with no problems. And I assumed salt was being delivered because some bills were higher (it turned out, this was for property tax). But on Monday, November 25th, I discovered that the system hasnt been serviced nor salt delivered since January 2023. That means - if theyve charged me an average of $97.70 per month - theyve charged me $2247 for services not rendered. They did send a technician out on Wednesday, November 27th. He was wonderful. But the tank was so full of water and so filthy that he said it was going to have to be removed and another one installed. Im attaching photos. He said he would speak to his managers, ***** or ***** (I believe) on Friday the 29th. I asked him to please take care of this as soon as possible. Ive been in touch with Culligan 10 times by email. 9 times by phone. Ive expressed the urgency of this matter every time. Ive requested to speak with a manager or have a manager call me back EVERY time. And Ive had to instigate every contact. Today, I finally reached the customer service *** who had been helping me - **** (shes also so lovely but can only do so much without management) - she looked up the schedule and said they couldnt come until next Wednesday. This is URGENT. Theres been a major breakdown in a service Ive been charged for. I am a small business owner myself and would be immediately in touch with my customer if something like this had happened and they would be first priority for ***air. How is it possible that no one in management is reaching out to me?

  Customer response

  12/04/2024

  Please close case. A very very nice manager named *** called me today and righted all the wrongs. He gave me a credit I wasnt even asking for and has arranged for the replacement of our tank and our salt delivery resumed. Im very grateful and you can close this case. Thank you! 

• Initial Complaint

  08/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Culligan installed the system to an old drainpipe that was not connected to the new plumbing system underneath our new home. Our house was completely renovated before our purchase on May, 2013 and it had brand new plumbing system that technicians were not trained to test before install. Every time the water regenerated all of the water has been pouring into the back walls between the exterior and interior walls. Our master plumber that came out to investigate the cause had to explain how our new Culligan system was connected to an unusable old drain pipe, but their response is that the drain pipe SHOULD have been working. Culligan doesnt have technicians that are certified plumbers to test drain pipes before install. It should be a standard process before installing filter systems to any house especially a newly renovated homes. We have hundreds of thousands of dollars in water damage now to our brand new house that we just moved in to in May. The physical and mental damages are very difficult to process and management doesnt have a policy on how to respond to this. We would like Culligan to take full accountability but most importantly give us a courtesy call back with 24 hours. Its now day 6 with no call back from a manager. We need to understand how Culligan plans on compensate us full on all damages. We also need Culligan to come back out and reconnect the system to the proper drain pipe and have a certified plumber verify their work.

  Customer response

  08/05/2024

  *******************, manager from Culligan finally called today 8/5/24 at 11:25 AM CST, about 5 business days later. He  mentioned he got the case over the weekend.  I sent him plumbing reports and information so that he can talk to their insurance company.  They are going to file a claim and talk with their insurance company.  At this point I am waiting for them to get back to me to acknowledge the liability and fault and provided them with our State Farm claim number.

  Customer response

  08/10/2024

  This renovation and remediation is going to cost a lot more than $6,000.  The water leak has damaged our floors and ******** had to strip our island, walls and floors.  State Farm has hired ******************* of ********* & ********** to handle the subrogation investigation. They have hired an engineer to inspect (***************** of Frenzy Engineering). A time has been scheduled for the inspection next Friday 8/16 @ 10:00. Culligan has been put on notice by our attorney & asked to be present at the inspection.  If they are not able to be present (due to short notice), a separate date may be needed for the joint inspection.  The damages are going to be in the thousands and Culligan is communicating with us now on handling this disaster of negligence and liability on their part.

  Business response

  08/26/2024

  The damage claim has been filed with both the customer's insurance company and ours to be resolved. We are open to a full refund for this customer with the return of the equipment. Thank you.

  Customer response

  08/26/2024

  Were actually in a situation where Culligan is not taking responsibility and need to discuss further what they plan on reimbursing.  There is almost $20,000 in damages that we have calculated so far and out of pocket for the following too;

  Deductible: $7,500
  Mold inspection: $1339
  HVAC cleaning: $1,318.49
  Air fare for sending elderly mother home due to mold: $739.24
  
  Additionally, I have yet to receive the invoice from ******** for the remediation.

  We thought Culligan would take responsibility to their negligence but they are clearly taking a different route.  We sent them a demand letter with our attorney on Friday 8/26 but they have not responded with our additional request and no longer communicating with us.

  who did you speak to?  Weve been trying to get a hold of **************** and ******************* who have gone silent on us since last week.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The discharge line installed by Culligan, began leaking brine, saturated the landscape soil, and has killed my bushes/***** bushes, and there are several that have barely survived. Culligan denied, I challenged them and questioned their installation, then they found the leak in their discharge line, however are not replying to my request to replace my landscape soil and all of the impacted bushes.

  Business response

  07/30/2024

  Culligan dealers are independent franchises. We are Culligan of ***** and ********, ******** 

  Please reach out to the correct dealer and i'm sure they'll do everything needed to correct the customer's issues.

  Thank you,

  ***** *******

  General Manager

  Culligan *****

  Business response

  09/17/2024

   Customer's unit was originally installed 3/15/2021. Customer called and scheduled a service appt for 3/19/2024, asking to check softener and states "noticing some residue and would like to get line moved with PVC pipe;think line is leaking underground and damaging his tree." Customer scheduled another service appt for 3/26/24; in which our tech returned to move line with PVC pipe; upon arrival, customer was upset the tech had dug up the entire drain line to expose the potential leak, as the customer stated, the tech found where the leak had come from; a punctured hole in the line in the flower bed apparently causing customer to lose 3-4 ***** bushes. Our Management Team reviewed the situation, apologized for customer's concerns. However, the unit has since been exposed to outdoor elements and out of our control for the past three years, out of the manufacturer's warranty for two years, and it's unknown what exactly caused the puncture. Regrettably, in either case, it is not due to a manufacturer nor installation defect, therefore, the reason we have denied the customer's claim for damage. NOTE: Work order noted for tech to get with the Service Manager for appropriate charges as this was a specific job customer was asking; customer was aware this was a COD job. As it stands, the customer ONLY paid a small service fee and was never charged for labor on this call. Thank you.

  Customer response

  09/17/2024

  The line was installed within the bushes, rather than within the lawn area as Culligans salesman sold their product.   There is no flower beds, nor are there any reasons to be digging amongst the bushes.  The leak was very small and over years of time, the brine leakage has killed 5 large bushes as well as have sickened 2 to 3 more that may eventually die.

  Customer response

  10/02/2024

  Furthermore, a small leakage took quite a period of Time to recognize the impact.  The managers written comments refer to the impact of my trees, that there shows that his response and comments are completely incorrect and self-centered to protect his companys liability.

  Culligans installation was performed poorly, it caused deadly impact to my ***** bushes.  Upon my contact to inform Culligan of the problem, they sent a service call, which they charged me the cost, and then furthermore once Culligan realized the problematic installation, Culligan reinstalled the system, addressing the leakage, and refunded my expense for their service call.   So now Whos going to pay for my dead ***** Bushes?

  Theyre hoping everyone is going to merely let this go unnoticed.

  Help!

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Installed whole house HE water purification system and in kitchen RO water filtration system from Culligan of ****** in May of 2022. Ever since the installation it has been a recurring set of problems and issues both inside and outside the house due to poor and shabby installation practices and unskilled technicians on unrealistic tight timelines from Culligan not installing and setting this up properly. This is not done out of ignorance, but done intentionally so that they can profit from the high service and maintenance call fees they charge from customers to fix issues arising due to improper installation in the first place. This company is severely overpriced to begin with but sells their high priced products based on their claim (untrue claim as I learned from this expensive mistake) of superior after sales service to unsuspecting customers and then intentionally install equipment improperly to cause recurring issues so they can keep getting customer service calls and keep over charging customers. Issue #1 - related to improper protection of an external electrical wiring system installed by Culligan which was exposed to the elements and got short circuited and resulted in extremely high amounts of water wastage for over 2-3 months, not to mention no filtering was happening. The second service call which costed me an additional ~$300 identified the problem as a rodent chew and the fix was to use thicker wire sheaths that was much tougher to prevent chewing through. Why wasn't that used in the first place or the first service call which I had to create a scene to get for free when in their own admission this issue is "very frequent" form other customers? To profit off their customers distress. Issue #2 - Still ongoing, the kitchen installation came with a RO faucet that was improperly installed and is causing constant water leaks on the kitchen counter and ruining personal equipment. This happens 2-3 times a week and is one step away from a huge disaster.

  Business response

  07/23/2024

  Mr. & ***************** ~ I'm sorry you feel you had to leave this review. At Culligan, we pride ourselves on delivering 5-Star worthy customer service, an A+ ******************** Rating, and top of the line products. Were committed to providing fast and friendly service at a fair price. We believe in being transparent about pricing so that both parties know what is expected upfront. We verify that our labor fees are competitive and in-line with other home services such as plumbers, electricians, and appliance repair companies. Upon reviewing your history, it appears we have only made one warranty repair to your unit previously, and the other two repairs have been non-warranty, which we have also not charged some labor/service fees as good-will. Issue #1 referenced as "exposed electrical wiring"; resulted as non-warranty because a rodent chewed the wires. There was no manufactures defect as the cause with the product itself. The "thicker wire sheath" we used to replace the chewed wire/cover is what's only available to purchase as the replacement part. The original wire sheath referenced, comes packaged, with the unit itself to be installed with it. Issue #2, referencing the "water leaks" with the ** on the kitchen counter is not a warranty defect. We've had a couple of technicians out to inspect and explain that the **'s Air Gap is doing exactly what it's been designed to do. If the sink were to backup, it's designed to allow the contaminated waste to flow out vs. back into your filtration system. The State of Texas requires every plumbing system to have an Air Gap on it. It's our law that we all must follow. Thank you for your understanding.

   

• 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.

*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. ↩