ComplaintsforHall's Culligan Water

• Initial Complaint

  02/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought the high end product last year, it was supposed to soften our water and we were expecting no white spots on dishes and appliances. We were told and promised that device can work properly even if installed outdoor. We started to see issues from the 2nd month, salt gets stuck in the container and nothing works properly. Every time they came (couple of weeks wait each time) we had none sense explanation and short term solution (literally 4-5 days and again the same issue). They only have warranty for 3months, and now after that not only we have issues, we have to pay $*** for each visit. This was the most expensive product in the market (~ $****) and we had to finance it, and now every month that I pay the installments, it hearts a lot. We really believe we were rubbed by the company. Recently they said they will contact us and they didn't (as expected)

  Business response

  02/08/2023

  Culligan ** ***** *** will be contacting consumer to schedule visit at no charge to troubleshoot concerns listed in case description.

  Customer response

  02/09/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It has been a while they say they will come and visit, and I wouldn't come to BBB, if they made their promises. BY the way, they cone and do something that works for few days only. I can wait this time too and will update the case if something changes.

  Business response

  02/09/2023

  Culligan is visiting consumers home tomorrow 2/10 and has been confirmed with consumer.

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a culligan water filtration and water softener. We get it serviced when needed. It was serviced 2 weeks prior to the incident in question. One of their tubes sprung a leak over our furnace and flooded our furnace causing it to be replaced. Culligan decided to deny our claim to help us pay for a replacement furnace. Resolution would be to pay for half of the furnace as it was not a brand new furnace. New furnace cost $**** and prior to being flooded was in good, working condition.

  Business response

  02/13/2023

  We received a call that original furnace was being replaced partially due to a leak that was detected above the furnace. The Culligan unit was installed 16 years ago and a pex water line was run above the furnace and just below the ceiling. We did have a tech go out 2 weeks before to do an annual service, unfortunately where the tube was run you cannot see if there was any leak. we sent another tech out to cut out the tube (the tube was properly secured to the ceiling (so it wasn't rubbing on anything) we did find a hole, unfortunately the hole could have come from a mouse chewing it. After our team reviewing the findings we felt not responsible for the damage to the furnace.

  Business response

  02/14/2023

  Customer owns this equipment and all tubing that corresponds to the installation. Culligan is not responsible for any damages to furnace. This equipment was purchased and installed 4-5-2006 from the previous owner of Culligan of ******. In this case we recommend that the homeowner reach out to their insurance company and file a claim.

  Customer response

  02/14/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will never use this company again. If I have to use them for some reason, I will record every interaction I have with them as they are untrustworthy and have no objection to lying and cheating. I will also advise anyone who asks to do the same. They cannot be trusted to be honest or have integrity.

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Business failed to come to my house for Salt Delivery when I informed them that I was at home. I was home all day. I need my Salt Delivery soon.

  Business response

  02/08/2023

  Business Response /* (1000, 5, 2023/01/11) */ Mr ****** regular driver was on vacation his account requests a call before coming out (no salt if not home), our driver called both his phone numbers with no answer. Mr ****** called our office later wanting to know where his salt was, our customer service rep told him we tried calling (he saw our drivers number after looking at his phone) We informed him that driver was too far away to go back and that we would bring his salt the next day 1/11/2023 (he was ok with that) Then on 1/11/2023 he called to see when we would be there to deliver and was told early afternoon. He refused and decided he could wait till next time we are back in his area which is 1/24/2023 Consumer Response /* (3000, 9, 2023/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called at 12:40 pm and informed the representative that I was going home and would be home until 2:30. I was home by 12:50 and waited for the delivery. No one showed up. This was a communication error. I would appreciate your help to have the salt delivered Before 1/24/23. I am completely out of salt. I realized you offered to try again on 1/11/23 However, my wife had important meeting and she Tom's me she did not want someone to come. If you can arrange a salt delivery earlier Woukd be very much Appreciated thank you Business Response /* (1000, 13, 2023/01/23) */ Driver will be back on 1/24/2023 Consumer Response /* (2000, 15, 2023/01/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as the driver gives me a phone call and text message at least 30 min before coming to my house at ************. Even if the driver is unable to make contact. I will see the text message. Please have the driver come to my house and knock on the door. ******************************************************************************** I will be home all day on 1/24/23 Thank you for helping me to receive the Salt delivery and filling up the salt container in the basement.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 11-29-2022 I was suppose to receive a shipment of salt. I did not receive a shipment and to date still have not received the salt. I called on 11-29-2022 twice and talked to Megan and Josh and they said the driver was running late. at 8pm I still had not heard from anyone nor had received the salt. I called ********** and left a message on 12-6-2022 and still no one returned my call. I called ************** today and at 2pm still no one has called. I need to talk to them because I want to discontinue service with them and I need to find out what I need to do. If there is a company close to me that you can recommend to replace Culligan, please let me know. Thank you in advance for your assistance. Ruth *******

  Business response

  01/13/2023

  Business Response /* (1000, 5, 2022/12/20) */ Contacted and spoke to Mr. ********. Told him I would like to get him some salt and he appreciated that. we plan on getting them salt tomorrow morning and I am awaiting a call back from Mrs. *******. Consumer Response /* (2000, 9, 2022/12/27) */ Complaint# ********* to Hall's Culligan Water Attached is their response to me. All is well now, thank you BBB for your help. Ruth ******* ---------- Forwarded message --------- From: Elizabeth ******** <************************> Date: Tue, Dec 20, 2022 at 4:36 PM Subject: Culligan ***************** To: **************** <****************>, Patrick ****** <*********************> Good afternoon, I am reaching out regarding your equipment with Culligan. We have terminated the account and stopped the billing. Going forward, you will now own the equipment and the maintenance and salt will be taken care of by the customer. Thank you, Elizabeth ******** Office Manager

• Initial Complaint

  12/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a system in August. It has an air filter on it, which I paid $**** for. They kind of pushed it on me. It's supposed to clean the air but I still have tons of dust in the house. They made the claim when they sold it that it would take care of dust including pet dander. I still have the same amount. I called the sales manager in August. And continued to call. They waited until November to call me back. I talked to the corporate office they said they would call me back but they didn't. I want to return the air filter. They also charged me $*** for free maintenance for two years. I need a document that shows that I have this. They told me that they would send someone to check the filter but no one has come.

  Business response

  01/09/2023

  Business Response /* (1000, 5, 2022/12/14) */ We are refunding the customer her money and need to pick up the equipment. this was a 3rd party financing company that funded her so that is out of our hands. The refund should take 4-6 weeks. We are sorry the customer did not like the equipment.

• Initial Complaint

  09/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This past month, I contacted your office to double check the delivery date. I confirmed the date and confirmed the fact that the driver is suppose to call before arriving to see if I am home, if I am home, the driver is to carry the salt bags to the basement. I called to confirm this because over the last several months, the driver has not attempted to contact me, leaving the salt piled up at my garage door. I informed the rep that I would be home for the recent delivery so this would be perfect. The delivery date came, my phone was on awaiting the call. A few hours went by and I went outside to take the trash out. Much to my disappointment, I found the salt bags stacked by my garage. I was not contacted by the driver as promised, my ring doorbell showed 0 missed rings. This is not the first time this has happened. I contacted your office and was told "do you want the driver to come back"? At this point, no, I went ahead and carried the salt bags inside. What I want is for your company to follow through with what you agreed to do, have the driver contact me prior to arrival to see if I'm home. When contacting your office about my issue, I was told my account would be adjusted, however I see 0 adjustments on this bill. I would like to know what you are going to do to make this right, otherwise I may have to cancel my account.

  Business response

  10/04/2022

  Business Response /* (1000, 5, 2022/09/06) */ Contact Name and Title: Tom ****** GM Contact Phone: ************ Contact Email: ********************** We are crediting the account $*****, this will leave a 0 balance on the account. The route manager is meeting with the driver to rectify the issue in the future. Office manager verified that account is properly noted to contact before delivery.

• Initial Complaint

  07/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled my water delivery membership with this company. My account number was ******. They owe me ** dollars of refund. I sent them many emails and called them many times. They didn't give back my refund. I want my refund immediately.

  Business response

  09/09/2022

  Business Response /* (1000, 10, 2022/08/23) */ Contact Name and Title: Mike ***** Contact Phone: ************ Contact Email: ********************* We attempted to call the customer and email them on the status of the refund. The refund was initially rejected because the number of deposits they paid for did not match the refund amount requested. We have however processed the refund for the amount requested in an attempt to resolve this matter. We will continue to reach out to the customer to update them.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had a water softner system installed. Someone was to come back in a week or so to retest the water. Several calls to the salesman and to the business have gotten no response. Now we find out they also left Sodium chloride instead of potassium chloride for the softner. We explained, and he said they knew that our park does not allow sodium chloride and that they had several clients in our park so they were very familiar with the area and the Rules. I explained that I would not be paying the invoice until this was resolved and still no contact from them. My husband has called the salesman Pierre a few times and the office once. I've called the office twice the first time the sales mgr was going to call me back - Nothing. The second time the office tried reaching Pierre and could not so they sent him a message over a week ago and still nothing.

  Business response

  08/16/2022

  Business Response /* (1000, 5, 2022/07/27) */ Contacted the customer and scheduled follow up appointment on the same day. Also exchanging the type of salt.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a water softener from the company at my prior address. I was ********************* moving to a new property and contacted the company surrounding removing the water softener from the property. At the time the new owner was uncertain if they wanted to take over the lease. The company was in contact with the new owner several times and it was decided that they did not want the equipment and requested that the company remove it from the home. During this process I contacted them several times as I was continuing to be charged for the equipment even though I told them I moved and no longer resided at the home. Per the new owner the company was very difficult to work with and unwilling to come remove the equipment during the hours the owner is home (apparently they are unable to come in evening after 5 or on weekend when most people are home) so the equipment has sat in the home this whole time. I now have a very large collection on my credit over $**** due to this despite numerous attempts at contacting them as well as the new owner trying to work with them to get it resolved. They have refused to cooperate and now are ruining my credit although I tried to have the equipment removed before I even moved from the home at the end of July 2021. As well as contacting them at least 10 times surrounding this issue. When i saw the collection on my credit in May I called them again and they took my # as the girl who answered the phone did not know what to do. Nobody has called me back. I would like this addressed and removed from my credit as it is the companys poor procedures that has caused this to not have been handled a year ago when I moved from the property.

  Business response

  08/15/2022

  Business Response /* (1000, 5, 2022/07/25) */ Removed equipment from *************************** old address. Spoke to Amanda ****** 7/25/22 at 8:50mam . Advised Amanda that we would credit her account and remove from collections. Amana confirmed that this was sufficient to correct her concerns

• Initial Complaint

  07/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was renting a Culligan water rental unit. I signed a contract when I moved into my last home. I was not planning to move out of that home when I moved in. I *************************************** finally had to move. I was planning to take my Culligan unit with me. It turned out I had to rent and not buy. The owner had already installed a similar reverse osmosis unit in the kitchen. The property manager let me know I could not bring the unit or my satellite **** . I have that letter snd need to figure out how to include that here. **** also had a cancellation fee but released me from that. I then called Culligan and inquired if they could also waive the early cancellation fee. Someone at that office told me that since I had been a loyal customer for so many years, I would not be charged. I did not write down that person's name. I did not think I had to. I had been working with Culligan for years both in ********** and in *******. Now, a month later, the manager, Darlene ********, is insisting I have to pay that fee and it is going to collections. I have reached out to the corporate office and they are saying that they cannot do anything. I would have paid the fee in May if they had insisted at that point. I feel that the manager is questioning my honesty and the cost would be a burden. I have excellent credit and I do not want a negative mark on that. Can you please get them to waive the fee? Thank you.

  Business response

  07/27/2022

  Business Response /* (1000, 5, 2022/07/07) */ We have made attempts, via phone and email to contact Carol **********. We have not had a response. The early term fee was reduced by **%, due to her stated circumstance and as a customer service matter. We will keep trying to contact her and help resolve her situation. Consumer Response /* (3000, 7, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Manager is difficult to talk with. I feel that she is doubting my honesty about someone in her office telling me at the end of May that I did not have to pay a fee. She is inflexible and after dealing with this company for years, I am very upset . I was forced out of my home and never planned to break my agreement. I would appreciate speaking with someone else. I cannot now pay the $*** in one lump sum. Carol ********** Business Response /* (4000, 9, 2022/07/11) */ Both Eric ** and Dan ** have tried to contact Carol **********. Two different managers from the initial one she spoke to. We are continually trying to help resolve this matter. We do need to our calls answered or returned. Consumer Response /* (2000, 11, 2022/07/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Eric will waive the $*** fee. Thank you for helping me.

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