ComplaintsforHall's Culligan Water

• Initial Complaint

  10/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have struggled a little bit with finances, but have always paid Culligan water when I get a little behind. I called today to make a payment, and schedule another payment to pay them in full. The issue I had was that they failed to deliver the salt for their water softener service months ago. They said they won't deliver salt (and therefore the equipment would become non-functional) until they were paid for services delivered. I had no problem with paying prior balance when the equipment was functioning as described in the service. I DO have a problem having my service shutdown with no salt, but also being charged the full price per month afterwards as though I am receiving service. I am effectively paying for nothing at that point, which I feel like it is more of a professional SCAM than a professional service.

  Business response

  10/09/2024

  Culligan of San Diego has reviewed the complaint and unfortunately the customer has not kept within the guidelines of the rental agreement therefore we cannot make deliveries until this is resolved. 

  Business response

  10/30/2024

  We are respectfully asking for this complaint to be closed.  The consumer failed to make good on the terms of the agreement by paying the monthly rate to ensure delivery of salt.  Accounts that are past due will not receive delivery until accounts are within guidelines of agreement.  The consumer also has possession of equipment therefore the monthly rate needs to be paid by the 20^th of each month.  The consumer is refusing to pay until he receives a delivery, yet we cannot fulfil the delivery until he pays. 

   

  Thank you,

  *******

   

  Customer response

  10/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: the businesses statement is not factually true. I never said anything about not paying until I receive a delivery. I believe that by Culligan rendering the equipment non-operational or functioning, that a customer should not have to pay for the services the equipment provides if they prevented it from working properly. I will pay gladly for functioning equipment that I used (and some of the balance due is legitimate) …just not for non-functioning equipment that isn’t working properly that was intentionally rendered non-functional by Culligan.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  09/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have been a customer of Hall’s Culligan of Cleveland for a little over a year. An experienced salesman/delivery rep came to my work at the City of Cleveland regularly and based on his professionalism I began a subscription immediately. The subscription is for my mother who is a senior and recent cancer survivor. Within our first quarter I’d called with questions and received the worst customer service from an office staff manager ****** to where I cancelled everything! My field supervisor/sales manager contacted me regarding the matter and with his extreme professionalism I began the subscription again. We currently have a monthly two bottle delivery service and rental of the water dispensary which was to equal $24 per month with automatic payments. However, there have been multiple payments of twice the amount “due to billing dates “, multiple attempts into my bank account resulting in high NSF fees and no refunds. I opted to make payments directly via their online website to prevent this from happening again. Just recently I received very unsettling email from the office where the tone reflects the attitude I experienced early on (included). It states that my mother’s service has been suspended due to a past due balance. I personally called and requested a suspension of service during her surgery months of July and August, however billing continued on the account. Last month we returned 5 empty bottles which reflected that service was not available. I’ve also made two payments totaling $93 in July and August, however the invoice still reflects a past due of $113. To date there have been no deliveries. I’ve inquired about purchasing the dispensary, and was informed selling price is $150 new (again we’ve had it over a year) it’s not new. I also requested email communication due to conflicting work hours yet, no responses via email. I receive phone calls which I can not answer from 8a - 5p. A resolution is needed.

  Business response

  09/10/2024

  ****** *****

  Business response

  09/13/2024

  I spoke with ****** on Tuesday September the 10th. We reviewed the account and the outstanding balance was only $39.10. The deposits were credited back to the account on 8/15 when we delivered to the home. She also made a payment that day in the amount of $61.00. After speaking with her I sent her the transaction history to review. She was understanding with my explanations for her account and I believe this matter has been resolved.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been requesting to cancel their service since March 2024, and continued to be billed for their service the following months, to which I contacted them back asking to confirm what the charges were for because I thought I had cancelled my service. My first cancellation notice was over the phone in March where I indicated I would no longer need their service because I can handle repairs or filter replacements myself, to which they told me a new plan recommendation for me, however I declined. Each and every month leading up until today (now August 2024), they have constantly continued to email me about my past due balance and "threatening" to disrupt my service if I don't pay it, in which I repeatedly replied wondering why I was still not cancelled. Not once did they ever confirm receipt of my cancellation notices, and instead replied stating they never received anything in the past, and continued to threaten to send me to collections. Aside from my cancellation request via phone in March 2024, they also received multiple cancellation notices via email from me starting in May 2024 asking to confirm that my account was cancelled. They reply to my emails but never confirm my cancellation request, and my account is still not cancelled to this day, and I have sent other cancellation request emails since then in the following months. I just received another email today (8/6/24) indicating my account is still not cancelled, again threatening to "disrupt my service" and "involve our collection agency" if I don't make payment. It is very clear to me that they will not cancel my account after numerous documented cancellation requests over the course of a 5 month period, and because they are threatening to hurt my credit score due to their mishandlings, I have no other option then to bring this up with the Better Business Bureau for a resolution. I do not owe them money and my last payment to them was made in March 2024, and no service has been received or requested since.

  Business response

  08/15/2024

  Hello *****, on behalf of Culligan, we sincerely apologize for not receiving your request for cancellation.  As of today, 8/15/24, we have cancelled the premier care plan, and have cleaned up the balance on the account that was being billed out.  Please reach out to our main line in the future for any request and we would be happy to take care of you!

• Initial Complaint

  07/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a culligan system for my new home more than 2 years ago. I have already paid for the system. I did not want a countertop drinking water system. This is a high end home with waterworks fixtures. Without contacting me to discuss it at all 2 years after my order, someone from the company showed up one day at my site and cut holes in my very expensive marble countertops next to the sink and installed a culligan branded drinking water dispenser that anyone could have seen didn't match my brass finished fixtures. They didn't tell me they were doing it. They didn't ask me where to put the holes. This happened 6 weeks ago and now they won't talk to me at all. I leave messages all the time. They won't discuss correcting their mistake or finishing installing the system.

  Business response

  07/31/2024

  Dear Better Business Bureau,
  
  We are writing in response to the complaint filed by ********* ******* (complaint #********) regarding the installation of a Culligan water system at her residence. As the general manager of Culligan Water of Sylmar, California, I would like to provide further details and some clarification regarding the situation based in our experience. 
  
  **** ******* ordered a Culligan system for her new home over a year ago but has not yet paid for the system. We understand her concerns about the recent installation of a countertop drinking water system without her prior approval. However, we would like to clarify the circumstances surrounding the installation:
  
  1. Instruction by Contractor: one week prior to the installation, **** ******** contractor *** *** ***** met with our sales rep *** **** and he provided specific instructions for our team regarding the placement of the holes on the marble countertops for the drinking water system installation, they spoke about the color of the faucets and the contractor asked to install our brushed nickel faucets and he would be ordering the brass colored faucets to match their current setup he stated would then call us once they arrived to have us replace the faucets. Our team followed these instructions as directed by the **** ******* contractor whom our sales representative had been working with for at least 2 months by that time.
  
  2. Lack of Communication: We acknowledge that there was a lack of communication on the part of the contractor and **** *******, yet we completed the work as we were instructed. 
  
  3. Unresolved Issues: We are aware of the current dispute regarding the installation and are actively working with our insurance company to address the damage claim. Due to the nature of the claim, we have temporarily paused the installation process until the matter is resolved. As per our internal protocol, **** *******' claim has been forwarded to our insurance coordinators, who are currently in contact with her contractor regarding the circumstances surrounding the request for the installation of faucets. Due to this process, I am unable to discuss specific details or make decisions on the claim at this time. I have requested an update from our insurance team and asked them to contact **** ******* directly. 
  
  4. Customer Communication: We understand *** *******' frustration with the lack of communication from our end. We value our customers and are committed to resolving this issue in a timely manner. We will make every effort to engage in a constructive dialogue with *** ******* to address her concerns and find a suitable resolution.
  
  We are dedicated to providing high-quality products and services to our customers and deeply regret any inconvenience caused to *** *******. Our goal is to ensure customer satisfaction and find a resolution to this matter promptly.
  
  Please feel free to contact me directly at lvega@hallswater.com if you require any further information or assistance regarding this complaint.
  
  Sincerely,

   

  **** **** 

  General Manager 

  Culligan Water of Sylmar 

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had a RO System, Water Softener, and Iron machine installed by Culligan in May 2022. We paid our bill on time every month, until they stopped delivering salt all together. We stopped paying deliberately because no one would call us back, respond to emails or anything. Broken Equipment: Since late 2022 we had broken equipment in our basement. The tech they sent to us didn't even know what it was for (chlorinator). They ordered a part over a year ago, and never followed up to fix it, so its just sitting there, it also flooded the basement. Communication: I called 5 separate times to request service for the RO system to get a new filter (they're supposed to provide). I even emailed, no response. They're impossible to communicate with. The only communication we receive is about billing, no filter replacements, service, we contacted them at the end of May, we no longer live in the house, nor do we own it. No response from anyone. Still being billed. No Salt: Since December 2023 we received no salt deliveries. This service is expensive, and we're paying for salt and buying our own salt as well, because they're not delivering it.

  Business response

  07/12/2024

  Good morning Mr. ******,

  I have left you a voice Message to give me a call back to review your account information. I apologize that you have had a bad experience. Looking at your account you were on a 3-month plan for salt, and it does look like you received 6 bags every 3 months. If you were using more we could have upped the quantity or you could purchase more to refill. There is nothing in the account that you had moved out of that location, and it is rental equipment that we would need to get back. 

  Feel free to reach out to me to get this resolved. 

• Initial Complaint

  06/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I called my Culligan office for new filters in the system I outright purchased from them. They told me for only a little more they could have someone come, check the health of my system, AND replace my filters. They never showed up my the appointment and never called me back to explain. I eventually called them to reschedule and ask why nobody showed up. They claimed the filters did not arrive yet and scheduled me for another appointment to have a technician stop by. I took work off that day again because they give a very wide window of time when they could potentially stop by. They called and told me they had an emergency and would actually stop by the very end of the day. Eventually a technician named ****** did arrive. He was panicked, out of breath and in an extreme rush. He walked in and took out a TDS meter which measures water hardness and said he would test my water. I told him he was here for a filter change and system check and mentioned that I too have this meter and check it all the time. He ignored me measured it and was out the door in almost 5 minutes telling me that the filters are fine and did not need to be changed. That would be totally fine if I didn't receive a billing statement totalling $185.00 with no detailed explanation of what was done. This company was not at all transparent about what I'm being charged for anything and as far as I can tell I'm being billed for someone to come inside my home not outline any costs and leave without having done ANY work at all. I told the office as much the same day when he left and they assured me they'd speak to the manager about resolving this. I never heard a word until receiving this bill via email today (06/07/24). This company rarely answers my calls or explains things in detail and now I feel as though I'm stuck with a bill to a service that was never done or explained to me.

  Business response

  06/19/2024

  Culligan of Ontario contacted consumer and discussed the concerns presented and resolved the issue by means of crediting account for service call performed. 

  Customer response

  06/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ********* ******

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Culligan water softening equipment has failed. I had to shut it down. I can't get the local franchisee to send a service technician out. When I had an appointment, it was canceled, and I can't reach them by phone to make a new one. I leave a message for a callback, because the last time I tried to wait on hold, I was still waiting after 15 minutes, but they do not call back. In addition, when important parts fail, they simply bypass the part, telling me it never worked right in the first place and the replacements do not work that well either. The bypassing happened more than I year ago, I think, but the failure of the whole system is happening right now. I have to go through the local franchisee because they have geographic exclusivity. I tried to speak with the local manager. He was supposed to call me back this past Monday but did not do so.

  Business response

  12/08/2023

  Culligan of Sylmar reached out to consumer and scheduled service call for December 8th to review and resolve complaint. 

• Initial Complaint

  12/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Complaint is being filed on behalf of my sister, ******* ******** Culligan replaced in her home, an osmosis system in August 2023. Cost $400. There was a small leak that was realized in late September. When contacting Culligan, they advised her to contact her homeowner's insurance. She filed a claim was denied because it was a small slow leak. She contacted a restoration company to remove the wet dry wall and cabinet. (Restoration company was recommended by State Farm Insurance) She then needed to hire a plumber to replace & connect the toilet & sink in the basement bathroom. ($155) Culligan said they would file a claim. She understands Culligan filed a claim with their insurance company, Riverwood Bank (888-751-5120). Culligan no longer takes her calls. They say they are "done with this." The Osmosis system doesn't work because it is turned off. She has not heard back from the bank. (They are not good about answering the phone.) Restoration company is requesting to be paid $5000. She understands that Culligan's insurance company hasn't paid them. This $5000 is a discounted price. Original price is $6200+. She is going to pay the restoration company. She hired Culligan in good faith, and we are both disappointed that they are not fixing their mistake, error. She is on disability and this payment to the restoration company is a financial burden. Please help. She would like Culligan to repair and activate the osmosis system at no cost. She would like Culligan to reimburse her for the restoration company fee. I will note that she is not requesting the walls and cabinet in the basement be replaced. The partially finished basement is more unfinished. Thank you for your consideration. Bettiann Parker (POA)

  Customer response

  12/12/2023

  My complaint is being resolved by the company. I am being asked to remove my complaint? Is this possible? If possible, please give directions as to how I remove my 

• Initial Complaint

  11/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I canceled my water service on 2/19/2023. I canceled because of their terrible delivery and communication. 99% of the time, I would get the text that the driver was on the way well AFTER they were gone. This left me with 11 empties taking up room in my garage when I finally had enough. I returned the cooler, 11 empties and 6 brand new unopened bottles. By their OWN accounting (attached), they owed me $96.11. After multiple refund requests, they finally agreed to refund the $96.11. Then I got an email stating they are only sending $5.00 after their "recalculations" That check is sitting here as I refuse to cash it until they refund the correct amount. Multiple attempts to contact them have gone unanswered.

  Business response

  11/28/2023

  Good morning,

  I tried to reach out to the customer about this issue and left a voicemail. After further investigation, there does look to be a mistake in the amount of the refund. The amount of deposits and what was given to the customer. We did not charge the customer for all of the deposits as you can see in Code DP01. There is a difference of $28 dollars due to the customer. The total balance of -96.01 was what was left on the account and then received a credit for 91 in deposits to make the new total -5.01. But as I stated above there were some deposits and credits that were missed and that total is $28.

  Customer response

  11/30/2023

   
  Complaint: ********
  
  I am rejecting this response because by their own printout that was attached they owed me close to 100. It went from 5 to now close to 30. Still isn't what I am owed. 

  As far as missing their call, I did. I am on back to back conference calls daily so that is a challenge for me. 

  
  Sincerely,
  
  ***** *****

  Business response

  11/30/2023

  I am sorry to hear that. You are more than welcome to call the office and ask for the GM or Operations manager to go over this. The -96.01 is not money owed to the customer, that is a negative number. That is what was on the statement and after the 91 in deposits left a balance of 5.01. I apologize if there is any confusion. As I did state in the last message, I did find an issue and your total amount that was owed back to you was 28.

• Initial Complaint

  10/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been using Culligan’s reverse osmosis under sink water filtration system for many years. Account #*******. On August 8, 2023 a service tech came to my house to perform a yearly filter change. After technician left I noticed the system was making growling sounds and seemed like It had low water pressure so I called for service and explained the issue and that it had started right after filter change and could they come take a look. On August 17th they came out and diagnosed that the sound was coming from the automatic shut off valve which is a safety feature to help prevent their system from causing a flood in my house. They did not have the part with them. It didn’t seem like they cared too much about it but I was concerned about a system failure and told them I wanted the part replaced. They said it might take them awhile to locate the part and they would get back to me. On August 30th I received a voicemail telling me they had the part and they would come to install it on September 8th. I did not speak to anyone in regards to setting this appointment. I work that day and when I called them to say I wouldn’t be home until 3:00 pm they said they would have to reschedule for October 8th. This would be two months since the problem occurred. I was not satisfied with that time frame and asked for credit on my account for the time it took them to repair my equipment and they refused. I am no longer happy with their service and have found another company to work with. I have been paying Culligan $300 a year for the equipment rental and a yearly filter change and the new company will charge $370 for installation, I will own the equipment outright and will only pay $8O a year for a filter change. On September 7th 2023 I requested Culligan remove there equipment and at first they said they could not do that until October 9th. I spoke to a manager and I explained that I should get a credit for the time I had to deal with defective equipment and they have refused me any compensation. They argued with me and said they were going to come and fix the system on September 8th and inferred that I had made those arrangements with them when I definitely had not. Then they agreed to remove their equipment on September 25th but they insist they will charge me in full.

  Business response

  11/06/2023

  Culligan of Santa Ana removed customer's unit on September 12, 2023 and issued credit for the month of September. 

  Customer response

  11/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *********

*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. ↩