ComplaintsforHall's Culligan Water

• Initial Complaint

  10/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was charged for installation fees that were not disclosed upfront ( in September of 2023 time frame). The company has the recorded conversations that they admitted to this matter, but they are forcing me to pay the fees. They report that they deliver monthly replacement filtration units incorrectly. they mark it delivered but the tanks are the same with no new dates update on the units. I escalated the matter with the management, but no one cared to take action to resolve this matter. I had to call on 10/18/203 after numerous phone calls and was able to speak to a supervisor named " Darlene" who told me that she could schedule a service call to remove the units from my house if I'm not happy with their services BUT I STILL HAVE TO PAY THE FEES. This is the worst customer service I've ever had. I voiced my concerns over 10 different phone calls with this company, but They are still forcing me to pay the fees that were not disclosed to me. They say that they apologize that their representative did not disclose the information properly but I am still liable to pay the fees.

  Business response

  10/23/2023

  Local office reached out to consumer and resolved issue by adjusting charges.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had sold a home in February of 2023. I canceled water service upon sale. Culligan water company was to pick up their equipment. They continued to bill me for two months until I canceled my credit card. I later found out that they had an equipment malfunction and they did not pick up their equipment. I have made no less than 7 phone calls to resolve the issue with each one promising a return call, no such calls were ever returned. To this date I continue to receive nuisance texts and have not received any refund.

  Business response

  09/29/2023

  Hall's Culligan reached out to consumer, discussed account and resolved over the phone. Customer was satisfied with outcome and issue is resolved. 

• Initial Complaint

  06/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was a customer with ****** ****** water in ****** for years and last month (May 2023 ) I started receiving water from another company called Culligan, I thought they just changed the company name but it turned that the original company I was dealing with was acquired by Culligan and the quality of Culligan water is not good , also the prices are higher and I never agreed to continue service with them after they acquired ****** ******* . I called to complain about the experience and spoke to a guy called Damien who was ********* **** and insisted that they have the right to charge me whatever prices they have given the fact I never agreed to continue service with them or agree to their prices . I don’t wish to continue with their services and they have no right to charge me any thing

  Business response

  06/14/2023

  Culligan of *** ***** is aware of complaint as of June 13, 2023. Our Office Manager called consumer on June 13th to explain account and left message.  Customer's account has since been cancelled and all empty bottles will be picked up on June 15th.  No price adjustments are necessary since pricing has been the same since 2022. 

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had continuous poor service with this company since late 2022. The company is supposed to provide monthly water service. However, the company fails to deliver water consistently each month (the attached calendar that the company provides is totally useless). The company is supposed to provide notice of upcoming deliveries by email and by text. It does neither. As of April 2023, I have requested 5 bottles of water; most recently, on May 31, the company delivered 13. This was after the company had delayed in its delivery (the delivery was supposed to occur May 19 per the delivery calendar; upon two calls to the company on May 29 and May 30, the water was delivered May 31). The company has provided myriad excuses as to this unsatisfactory performance: short staffing, new route drivers, and in one instance, the company notified me that the company simply ran out of water on the truck. As an example, in October 2022, I completed a very negative survey and Ms. ********* reached out to me claiming staffing issues and asking whether there is anything that could be done to improve my opinion. Yet, the poor service continues today. I have expended a significant amount of time in getting this company to comply with a basic service of providing 5 bottles of water each month. ** * **** ****** *** ******* I do not have the luxury of abdicating my responsibilities in the way this company does. I plan to cancel service as soon as I can get established with another vendor. On June 1, I emailed the customer service person to request that this company pick up the excess bottles that it delivered in May. There has been no response. This lack of basic customer service and fundamental lack of courtesy is disturbing for a business.

  Business response

  06/05/2023

  Called and left message for customer.  Schedule to have the excess bottles picked up today and credited account for these bottles as well.  

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a signed contract with culligan stating that they are to provide maintenance and repair to my very expensive home filtration system with no service fee. I have asked to have my RO system filters replaced, something that is not explicitly stated in the contract as an excluded service and they will not honor my contract as it is written. It clearly states in the terms and conditions that maintenance for reasonable wear and use is covered by the dealer. The dealer refuses to cover the service fee for replacement of the filters which wear over time and no longer work. My system is broken, and they will not come out to repair it free of charge as is described in my warranty. I have uploaded the contract to prove my statements here are accurate, and I have uploaded the email correspondence from Culligan stating that this 'service or maintenance' is not covered by the contract which clearly states "The dealer is responsible for repairing damage to the equipment from reasonable wear and use"

  Business response

  05/13/2023

  Hello,

  
  We are happy to come out and service this equipment for the customer. However, there will be a service fee and a charge for the filters/parts that are replaced.
  I have highlighted the terms and conditions page where it outlines the maintenance part of the contract.
  The customer owns this unit and is responsible for any maintenance in regards to this unit.

  Please call our office at ************ to schedule any service/maintenance.

   

• Initial Complaint

  04/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Cancellation of services with no cancellation fee because contract is misleading! Representative said I should have read contract I asked her to email contract so I can review it once again. I found where it said unit breakage fee which I believed was a fee in regards of the unit itself was accidentally broken. $*** per unit we have three. No where does it state cancellation fee or an explanation of breakage fee. The reason I choose to cancel was because salesperson was insistent I get financing without reviewing FULL disclosures. This business is misleading customers in order to get their money by any means necessary

  Business response

  04/11/2023

  Good morning, 

  Attached is the portion of the contract, signed, that states if the contract is broken for any reason, there is a fee of $*** for each unit (which you do have 3). I have highlighted those portions. I have called multiple times on 4/10 to help explain and offer some clarity on what the terms of the contract are. Your contract states that after 90 days of renting our equipment, you can choose to either continue renting at the full rental price, or buy equipment outright. Our sales rep only wanted to help in regards to your uncertainty of how you wanted to proceed with the equipment and thought it would be easier to finance the equipment instead of renting it, if you wanted to go that route as we had financing specials in place at that time that would benefit the customer. 

  We sincerely apologize that your experience has not been a pleasant one, and we hope we can continue to do business with you. If not, we still appreciate your business here at Culligan ** ******. 

  Customer response

  04/18/2023

  I spoke to the manager the following day after he attempted to get a hold of me and I explained to him what occurred throughout the whole process. He apologized and did say they needed to work on the verbiage of the contract because there is no cancellation fee that’s clearly stated it only says under Rental Terms I understand that if this order is broken (for any reason) before end of term, I will be charged a $*** per unit breakage fee or the balance of order, whichever is less which would lead anyone to believe if the units are BROKEN. Manager was willing to reduce breakage fee because he agreed contract needed work regarding verbiage. I do not believe I should pay any fee because units are intact and NOT broken. We’d like for the company to pick up units and discontinue service with them. 
  

  Customer response

  04/18/2023

  
  Complaint: ********
  
  I am rejecting this response because: there is no cancellation fee in this contract. I’ve attached again the contract in which it shows Rental Terms there is no mention of cancellation fees.

  “I understand that if this order is broken (for any reason) before end of term, I will be charged a $*** per unit breakage fee or the balance of order, whichever is less “  this statement is under Rental Terms which would lead anyone to believe if units are broken during the rental those would be the penalties.

  Matthew ****** the manager for the business which I spoke the following day he attempted to reach me agreed the contract needed to be looked over he said the verbiage needed to be worked on. I explained all the difficulties since installation day, salesperson was unprofessional and urged us to get financing without showing me full disclosure. She wanted to close the sale because she was going on vacation the following day. She said I could ‘trust her’ and just get financing when she only sent a cropped portion of disclosure I told her I wasn’t comfortable signed up for something that I couldn’t look over first. I had communicated to her that my partner was out of the country *** * ****** ****** **** ****** **** and I needed his opinion on whether we would finance or purchase outright. Initially we were to purchase because it made sense but because of the unprofessionalism of the salesperson we decided to cancel so I called to have Culligan pick up equipment and that’s when I called Culligan and Christina said I’d have to pay cancellation fee. I said I don’t recall there being a cancellation fee. She said that’s why you should read what you sign! I told her that’s precisely why I’m canceling because salesperson wanted me to sign for financing without reading the disclosures! She said she couldn’t get them because the financing offices were closed. There was also an issue with the autopay that I signed up for and they said I was late on payments. I said that can’t be because I signed up for autopay . I want them to pickup their equipment and cancel services as soon as possibly. Although Matthew offered solutions for all the inconveniences I rather take my business to a more honest and trustworthy company.
  
  Sincerely,
  
  Guadalupe *******

  Business response

  05/01/2023

  I have spoken to the ******* family and have scheduled for pick up of our equipment. The contract states "if the order is broken" the breakage fees would apply accordingly, as per the attachment on file. I was understanding of Mrs. **** in her misunderstanding of the contract, but after the clarification, the fees still apply as a contract was signed for a 60 month term. I was able to lower the breakage fees due to the pressure the ******* family may have felt with getting a contract signed. Thank you. 

  -Culligan ** ******

  
  

• Initial Complaint

  04/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Originally signed up for water delivery from ***** ******* and purchased a membership with them. Not long after they then switched our area to this Culligan Water. It was fine for one month but on my next delivery they changed my water brand without telling me keeping the same price and I then cancelled my account. I asked for a refund of this membership as well as my refund for my returnables. I received an email on 2/24 saying they would refund me a partial refund of $***** for the membership. On 2/28 the company picked up my returnables and a credit of $** went back to my account. This is a total of $***** that I have yet received from the company. I have emailed with no response. I have called MULTIPLE times with them telling me it’s in the works. This is unacceptable!

  Business response

  04/04/2023

  Processed refund and contacted customer to let her know.

  Customer response

  04/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have received the $***** but still not the $** for my bottle deposit return. I will not accept all until both have been refunded. 
  
  Sincerely,
  
  Shaina *******

  Business response

  04/10/2023

  Called and left message for customer explaining the rest of the refund was sent via check on 4/5/23

• Initial Complaint

  03/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This complaint is meant for "Culligan ** ******," in ********** ********. For some reason, when I pull up this particular Culligan, it only shows the ******* location. I stopped water delivery service with Culligan in September of 2022. My account showed that I would get a refund of around $*****. I can't remember the exact amount, and when I try to pull up my account, it seems to be closed. Anyway, I was told that the refund would take 4-6 weeks. I called back in 4-6 weeks. I was told it was going to be another 4-6 weeks. I waited another month or so and called again. I was told that the person who was supposed to turn in the paperwork for my refund failed to do so. They said I'd have to wait 4-6 weeks. On another such call, I was told that my refund amount had been reduced to around $***** for whatever reason. Every time I call, I get some excuse... I called yesterday, March 2, 2023, and I was told that they re-processed my account (or something like that) and that it shows a balance of $0.00, so I would not be getting a refund. I told them that I was not satisfied with this response and that I was told several months ago that I WOULD be getting a refund. I was then told that a manager would be calling me back shortly. That person never did. So, I'm filing an official complaint.

  Business response

  03/03/2023

  I spoke with Ms **** and we got it corrected, it was just miscommunication on our end. we will be giving here a refund of $***** for bottle deposits returned.

  Customer response

  03/08/2023

  
  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.  I appreciate the fact that the GM of the company called me directly to have a conversation about the matter.  
  
  Sincerely,
  
  Amy ****

• Initial Complaint

  02/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They are trying to charge me for services that I am not longer receiving. They are trying to send me into collections which will in turn destroy my credit. I have contacted the business multiple times with no resolution.

  Business response

  02/16/2023

  Called and left a message for Dawn. I am not finding an account under this name or address.

• Initial Complaint

  02/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for a cooler and water delivery in June 2022. They deliver once a month. The problem I have is they charge me a bottle deposit for the bottles when they drop them off but they do not give me credit when they pick up the empty returnable bottles. I have called dozens of times and they just give me excuses. They tell me that I have to leave more empty ones than what I am getting delivered? It does not make sense why they cannot just give me credit for whatever empty bottles they are picking up. They have given me credit for a few bottles from June of last year until now. I don't understand what the problem is I just get the runaround from them I just want you to help me to get credit back for the empties they have picked up please. I do not want to discontinue their service. They do not leave a receipt when they pick up empties. The man has an electronic device he puts the information in. I never received any receipts Thank you very much.

  Business response

  02/20/2023

  Contact Name and Title: Mike *****
  Contact Phone: **********
  Contact Email: *********************
  Called and talked to Tammy on 2/14. Explained that all of the refunds on the deposits were applied to her account and emailed the transaction history for the entire length of service. Customer was driving and couldn't review at the time. Followed up on 2/20 and sent transaction history again which included recent delivery from 2/16. Customer was driving again when we spoke and is going to review the new transaction history.

  Customer response

  02/22/2023

  From: Thamira *****
  Sent: Tuesday, February 21, 2023 1:47 PM
  To: Better Business Bureau
  Subject: Re: BBB Complaint Case# ********* (Ref#************************)
  
  Hi. Yes, Culligan ** *** ****** ******* has resolved my issue. Thank you very much for your help. Thamira *****
  **** **** ** ******
  
  
  

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