ComplaintsforCulligan Water Of The Rio Grande Valley

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been with Culligan for years and every year have to argue with them to get filters changed. I contacted them back in aprx a day forward or back 08/01/2023 and asked to have the yearly service I get every August as this is my anniversary month. The water system has not worked properly for the past two months the tech that6 picked it up says the tank is bad as it won't fill. The girl I spoke to back in August told me there is nothing that can be done till late December I told her to stop auto pay and pick it up. They charged my card any way on 08/10/2023. I spoke with another lady that handles my area aprx 08/085/2023. She said they would refund the card one month and that they could not pick up equipment till the end of the month. So the picked it up over A week ago from today. this morning they said they will refund nothing and that was it as they picked up the equipment last week. so thecharged my card for two months se3rvice that was never received and the girl this morning was like tough.

  Business response

  10/03/2023

  Good afternoon Mr. ******,

  I've tried to look into your account to see what record of communication we have with you over the last few months.  I see some notes on 8/03/23 at 2:51pm and 8/04/23 at 3:55pm where Ana from our office (who schedules your area) reportedly tried to contact you and left voicemail messages, I do not know if she was calling to try to schedule a service call or not.  Then there are notes from Ana on 9/14/23 at 2:34pm and 9/15/23 at 10:03am where she reportedly called and there was no answer and she was not able to leave a voicemail.  The reference for these calls referred to pickup of equipment. There is a service call request in our system on 9/19/23 to pickup the equipment, and it was scheduled and picked up on 9/22/23.

  I appreciate your business since 2015 and am sorry that we were unable to meet the standards of service that you had for us.  I do see from the service history that we typically had at least two service calls each year on the equipment, but apologies on the difficulties with scheduling filter changes.  Our equipment and filters are pretty robust and for nearly all customers they produce very good quality water well up to and beyond one year.  I hope that you will have a positive experience with the new company that will be providing service to you moving forward as indicated by our service technician in his notes when he picked up your equipment.  

  We will be issuing a check for $26.00 for the month of September rent and will get it in today's (10/03/23) mail to reimburse you for the month when we picked up the equipment. 

  Thanks again for your business, and best regards.
  

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