ComplaintsforSterling Culligan Water

• Initial Complaint

  04/17/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Since month one of the several years I have been renting this companies water softener it has done nothing to satisfy my hard water problem. I have told them several times throughout the years to just come get the equipment because it was not performing the task I was paying for therefore they were in breach of contract.. every time I requested the equipment be removed the company always had an excuse to not come get it or it not be a problem with their equipment. Always coasting me more money, stress, and more trouble. Finally a month and a half ago I sent an email stating that even thoug i had unhooked their equipment several months ago I was still being charge a rental fee. I also stated I would no longer be paying for a service they have never provided for me from day one. I stayed I wanted their equipment removed from my property and our business to be concluded. I was charged another month and they called me to set up a routine maintenance appointment. At that time I said NO! Its time to come get your equipment off my property. They picked it up April 4th, sent me an additional monthly bill that was double, and told me on the phone Id be getting charged over $100 more for a disconnect fee. This company has never provided me the service promised in the 4 years I paid them. I feel I dont owe them another dime. In fact, they should owe me my money back since their equipment never did its job even tho I complained several times about salty taste to my water and hard water remaining.

  Business response

  04/18/2023

  THE **** WAS INSTALLED IN APRIL OF 2019. WE DID HAVE MULTIPLE SERVICE CALLS TO REMEDY COMPLAINTS OF EITHER HARD OR SALTY WATER, EACH TIME WE DID PERFORM THE REQUIRED REPAIRS. THERE WERE TIMES WE ALSO FOUND THE **** TO BE WORKING PROPERLY. THERE WAS A TIME THERE WAS NO SALT IN THE SOFTENER, CAUSING THE HARD WATER ISSUE, THE CUSTOMER SUPPLIES HIS OWN SALT. WE DID GIVE THE CUSTOMER 2 MONTHS OF FREE RENT IN FEBRAURY OF 2022 WHEN HE REACHED OUT ABOUT HAVING THE EQUIPMENT REMOVED AND HE KEPT THE SOFTENER. AT THAT TIME, ON (2/24/2022) WE PUT ON A NEW CONTROL AND HAVE NOT HEARD ANYTHING FROM THE CUSTOMER COMPLAINING OF ANY ISSUES. WHEN WE ATTEMPTED TO SCHEDULE AN ANNUAL INSPECTION OF THE EQUIPMENT IN APRIL OF 2023, HE STATED HE WANTED THE **** REMOVED, WHICH WE DID ON 4/4/2023. HE HAD A BALANCE DUE AT THAT TIME AND WAS ALSO SUBJECT TO A LEASE TERMINATION FEE, FOR ENDING PRIOR TO THE 60 MONTH LENGTH OF THE AGREEMENT. WE WILL AGREE TO NO CHARGES DUE AND END THE RELATIONSHIP WITH THE CUSTOMER. I HAVE ATTACHED COPIES OF THE WORK PERFORMED AS WELL ANY NOTES THAT HAVE BEEN ENTERED IN HIS ACCOUNT.

  Customer response

  04/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution (no charges due and the end of the relationship) is satisfactory to me. 
  
  Regards,
  
  *************************
  

*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. ↩