Complaints

This profile includes complaints for Culligan Water Conditioning's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Culligan Water Conditioning

  2630 W Main St Salem, VA 24153

• 

  Culligan Water Conditioning

  1820 Erickson Avenue Harrisonburg, VA 22801

• 

  Culligan Water Conditioning

  331 N. Lewis Street Staunton, VA 24401

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a water softener system in 2020 when we bought our house. They told us that our water was very hard and contained 250-300 particles. For 3 years we have only had to put salt in it 1 time. I have had the yearly checks done and I tell them each time that we are not using any salt. Each time they give me a different reason, “fix” it, and I pay a bill. Our pressure tank went bad a week and a half ago. We had someone who works in the water business install a new one. We found out that if the water bypasses the softener system we have 8 gallons a min of water and great pressure. If the water is going through it we have 0.2 gallons a minute with reduced pressure and run out of water. I have contacted their international department and spoke with ***** in Consumer Affairs. He had me call him as soon as they left today. I did because when the technician left he said the gunk from our pressure tank was messing up the pumps and it would be 1000-2000 to fix then came back and said it would be 700. I contacted ***** and told him, plus I also told him we had no water since the technician messed with it. ***** was supposed to contact the general manager and get back with us. We don’t have water and he never called back.

  Business Response

  Date: 11/28/2023

  We met with Mr. ***** on Wednesday, November 22, 2023.  We went over the water treatment system and found no real issues with the system.  When the service technician was there a few days prior to this visit, there was a clear problem with the well's ability to provide enough water to boost the pressure above 0 PSI.  We later learned that this customer has had low water yield issues with this well in the recent past.  So much so that they had the local fire department add a tanker of water to the well.  Since that last visit, the customer has also added two additional tankers of water to the well.  That along with the heavy rains recently has allowed the well to provide ample water to fully clean the water treatment system.  We did find a small restriction in the discharge drain line, which we did correct while there.  After our complete check of the system, we had the customer go upstairs and check the overall water pressure with full water treatment system online and he did confirm that it was even a little better than it typically has been in the recent past.  We then decided to do a follow up in about two to three weeks just as a courtesy.  At this time, it does appear as if the issue has been resolved.  However, we are waiting until that upcoming follow up visit to confirm.  As for the concern of the system not using much salt since it has been installed.  Based on the statistical data that the system provides, it does appear that the total salt consumption is less that it would be expected.  We have concluded that the low salt consumption is attributed to the combination of the drain line restriction and the well's low water yield.  Basically speaking, it appears that the well is, from time to time, running out of water during the regeneration cycle.  This will cause the system to not fully function as it is designed to function, and can cause the problem of low salt consumption.  We have changed the systems regeneration settings so that it will regenerate on Saturdays during the day so that the customer can monitor it and observe the actual regeneration process.  Should the low water yield of the well continue, we would then ultimately recommend to have a well specialist look over the well and come up with the proper steps needed to correct this issue.

• Initial Complaint

  Date:03/03/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  From Sept 30 to Dec 2nd, i made SEVERAL attempts to contact Culligan for a service call on my culligan system. Most of the time, no answer. One time, we scheduled for someone to come to my home to inspect the system. I told them i wanted a service call, never heard from them again In end of november, i finally got through to roanoke (her name was *******). ******* informed me everything runs thru *** in Harrisonburg. Made several attempts to contact ***, no answer. In december, got through to ******* again. Was informed shes new, everybodys new, and again only *** can do service calls. Since *** refused to answer the phone, i informed ******* of what i needed and she messaged that to ***. A service call was scheduled and we even set up in payments. However the one thing they never sent me..was autopay information which i did request. December 27, service call happens, but still no autopay. March 1 i receive a bill in the mail saying I have late fees. This time *** answers the phone. I express my complaints that they did not send me autopay or any payment method information and instead of fixing the issue, they tell me that until balance is paid, every month will be more late fees. And still no autopay! I ask to speak to someone in charge, GM is ill March 3, GM calls me. He tells me he can waive late fees if i pay balance in Full. Im a disabled veteran on fixed income. Not possible and that is not what was agreed upon. And still no autopay! All i want, is autopay of $100/mo until the 4##.## balance is paid. I do not care they cant retain a single employee for longer than 30 days. This is not complicated. Every other entity in america answers the phone, conducts a service, issues the billing statement AND assists customers in their payment options. Culligan employees have been negligent in their billing process and are trying to take advantage of customers.

  Business Response

  Date: 03/13/2023

  After several emails and phone conversations, we have been able to workout this matter. Customer has agreed to a payment plan moving forward while answering this customer's legitimate concerns.  I feel that this matter is now resolved.

  Customer Answer

  Date: 03/13/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* *****

• Initial Complaint

  Date:01/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a water system to fix the ph of our water because it was so acidic it was eating our copper pipes. We were told we had to get the softener to go with the system or the system would not work properly. Everything else with the water system appears to be working properly EXCEPT the SOFTENING unit. It is not functioning properly. It is leaving residue in our hair causing it to look and feel greasy and leaving residue on our skin causing it to dry our skin out. This is not what softening systems are supposed to do. It has been very difficult trying to get someone to come out and take care of our needs. Not even the general manager Mr. Stoner is willing to return my calls. Its been a week now. It appears as though they only work on a one-time sale and not continued customer service and support. Very disappointing since we spent so much money with them. We want them to come out and fix the dysfunction, or replace the softener with a working softener, or return the softener and refund our money for the softener. We ultimately are just asking them to fix the problem that they are working so hard to avoid.

  Business Response

  Date: 02/03/2023

  Clearly this customer has express some true concerns that she has.  These concerns are very important to us, and we will work very hard to address these concerns and to find a suitable resolution that all parties will be happy with.  The first step towards this goal is to have someone within our technical service department visit the residence in order to thoroughly review the equipment and apply any corrections that may be necessary.  Once this visit is done, which it is scheduled for 2/10/23, then I can provide further information in full response to this customer's concerns.  I will submit an update at such time.  Thanks you!

  Customer Answer

  Date: 02/03/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I am waiting to see what happens when the technician comes out on February 10th.  Regards, ***** *********

  Business Response

  Date: 02/13/2023

  We had our lead service technician stop this customer's residence on 2/10/23.  His findings were that all settings on the system were set as they should be for this customer's water concerns.  He installed a 3-valave bypass around the water softener in order to allow a very small amount of hard water to slip past.  By doing this, the slippery feeling that you get, which is normal for soft water but can be objectionable to some, will be improved upon without the customer experiencing the typical heavy scaling caused by hard water.  Based on the position of the bypassing gate valve he installed, the water tested at approximately 2 GPG hard with that valve being partially open.  The valve can be opened further in order to allow more hard water through, or can be closed further to restrict the amount of hard water allowed through.  Based on this action, I feel that we have addressed the customer's concerns and feel that this matter is resolved.  However, I will be asking my sales supervisor to schedule a return visit as a follow up to this work.

  Customer Answer

  Date: 02/21/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.i would like to add for the record, when this system was first installed the technician put the wrong settings in. Per our request the sales person changed a setting to allow less soft water to come through which helped but did not solve the problem. You should never send out a sales person to do the job of a technician. I am thankful that after a month and contacting the BBB that I finally got the situation fixed. It should not have taken this. This was extra work on my part to get a resolution. My only thought is that what will I have to do next time if there is another issue??? Only time will tell. Hopefully there will be no next time. Thank you BBB fir assisting me with my situation. Thank you Culligan for ultimately doing the right thing.   Regards, ***** *********

• Initial Complaint

  Date:11/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2018, we saved and budgeted to put a new water system in our house. We went with Culligan because they are guaranteed and we knew our water had a lot of iron. After testing, they figured a system and we went ahead with install. Since then we have had service calls about every 4-6 months due to water dissatisfaction, and at times no water at all. We have dealt with removal of said system, new system put in, the purchase of another new tank, doing all the things on our part, including shocking the well, putting in a new pressure tank, backwashing system when it was supposed to be done, etc… The last service call where we had our certified plumber come be at because he installed the new pressure tank etc…, was in the last few months and the vice president was extremely rude and unprofessional towards our plumber who was just asking questions. We were now told we need a retention tank and a servicing of system every 4-6 months. Which in turn is more money out of our pocket to just have clean water that was promised to us in the first place. This FOUR year problem, that we were initially so excited about has not only been a pain to deal with having everyday water, but because of this system we have had to replace 4 ice makers, a dishwasher, a water tank, 7 humidifiers, and a brand new bathroom installed after the system was put in, is ruined. Not to mention, the water turns my wife’s hair orange and she has to pay to have a treatment done to remove the iron. The 30 year old system that was in the house before this system, did better than what we deal with now. They continually put a bandaid on the problem, and we have suffered because of it. We are good hardworking people and this was a big expense for us, and in the end all we really want is clean water that we were promised in the first place by one of their trained professionals. We woke up this morning to no water again, because of clogged tanks. We would just prefer they come get the system, and issue a refund.

  Business Response

  Date: 11/29/2022

  I am very sorry for my delay in getting this formal response to you.  I have been in and out of the office over the last couple of weeks.  Below, please find our formal response to this consumer complaint.We did perform the initial installation of the water treatment equipment on 11/14/2018.  While this system did provide some positive results in the effective treatment of this customer’s strong iron problem, the results were not long lasting or without issues.  However, as our commitment to this customer, as well a every customer, we continued to work with the problem in order to find a better way to treat the heavy iron that this customer had.  Over the course of the next 20 months, we had only two documented service visits to the residence along with several undocumented visits by our then sales supervisor.  During this time there were absolutely no charges given to the customer even though our service warranty had expired after 12 months.  After much evaluation and review, it was decided that we would install a water softening system and perform other modifications to the other existing equipment.  It was agreed at that time that the customer would pay monthly rental for the water softener only and not be charged for the almost $1000.00 worth of modifications.  It was understood that this would be a trial period so that the customer can see the results.  Over the course of the next 7 months the customer did continue paying the monthly rent.  Three months after the softener was installed, we returned to the home, at no charge, only to find that a part was clogged up on the softener that caused it to malfunction.  In an effort to reduce the risk of this problem from happening again, we did agree to install a filter in front of the softener.  We agreed to perform this yet again at no charge to the customer, a $286.00 retail item at that time.  Unfortunately, the heavy iron and sediments that was in the water just overwhelmed the cartridge style filter and the part on the softener was still getting plugged.  The customer was simply cleaning that part too often, as stated by the customer.  So, after much consideration internally, and with the customer, it was decided to revisit the equipment selection that was in the home.  We concluded that there would be the need for additional equipment that had a retail value of approximately $4500.00 at the time.  We did agree, yet again, that we would install this equipment at not cost to the customer.  We did remove approximately $1800.00 worth of equipment that the customer did in fact pay for in the beginning.  So, the total retail value of the equipment that this customer currently does have is approximately $10,550.00 while the customer originally paid $7,749.00.  By this time, our VP in Sales is very involved in this matter.  After the last change over of equipment he visited the residence on three different occasions where he found the water to test iron free each time.  Based on those tests, we felt that this matter was now closed.  Yes, there were problems that were ongoing, but we stayed focused on getting the problem right for the customer, which we felt that we did.  Then on 10/13/21, our most experienced service technician visited the home due to the customer having iron coming through.  He found numerous problems with the system, all of which he addressed and fixed.  As another courtesy for the customer, we did not charge our normal service fee to go to the home.  We only charged the actual labor and materials used for the work.  During this service visit, the technician clearly recommended to the customer that preventative maintenance should be done about every six months.  This is due to the sever iron issues that this well produces.  There were no notations of concern or dispute by the customer at this service, and he did sign the service order.  Nine months later, I personally visit the customer’s residence.  I am doing this because he is now disputing the service charges from that previous service visit, which he was making payments towards, but it was not yet paid off.  He was demanding service, but we respectfully requested that all late and owed monies be paid prior to scheduling service.  That I when I agreed to visit the home, with the understanding that I am only going there to look into his claims of non-functioning equipment and that I was not there to perform any kind of service.  When I arrived, I was greeted by the customer and a friend of his, that I am told was a licensed plumber.  While I was testing the water, this plumber gentleman was grilling me with all kinds of questions about the situation.  I politely asked him who he was again, and that I am there to help the customer and not be grilled by a person that is not a water treatment expert by trade.  I am sorry if that came across rude or offensive, that was not my intention.  After testing the treated and untreated water, I found the treated water to have no iron in it, which is what the equipment I designed to do.  I also found the untreated iron level increased by over threefold since the original water test in 2018.  Based on my findings I concluded that the water treatment equipment is functioning as it is designed and promised to.  I reaffirmed with the customer that preventative maintenance is necessary in order for the equipment to continue to function as it is designed to.  He all but refused my conclusion primarily because we would, of course, charge fair and reasonable fees to perform such preventative maintenance.  He basically stated that he would just perform the maintenance on his own, which is his choice.  As for the shocking of the well and replacement of the well tank, all of this was in fact done.  By doing that work, the overall clarity of the water did improve considerably.  Our equipment treats all water as it comes into the home after the well tank.  Our equipment has absolutely no treatment effect on either the well or well tank.  However, both the well and the well tank can have good or bad effects on the water treatment system if they are not properly maintained as well.I am sorry that this response is so long, but I felt that it was necessary to fully lay out the history of this account from the very beginning in order to allow for proper context to it.  In closing state these two final things.  First, I feel that this customer simply feels that he should not pay a fair price for proper preventative maintenance.  No preventative maintenance has been done by our staff since 10/31/21, and unfortunately having no water is a direct result of that.  Finally, our conclusion is that we have gone above and beyond to give what this customer asked and paid for in the beginning, and that is iron free water.  Removing the equipment and refunding money four years later is simply not something that we will entertain.  We are more than happy to perform the preventative maintenance for this customer, and, as I have told him before, I am open to negotiating a fair price for those services.  However, such services will not be free.