ComplaintsforCulligan Water Co of New England

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a customer of Culligan Water, on their privilege program since December 2020. The privilege program details that were sent to me and on the contract are as follows: -Aqua Clear with total defense includes all filters to be changed yearly including the module with is 3-5 years. -Softener: includes all service, parts and chemicals with 4 free salt fills per year -aqua dose chem feeder- this covers parts only UV system- includes all service and parts. The following are the complaints I have with the service: -Since the 2023 service that was completed on 2/2/23, I have complained about the UV system and the bulb being out and it has not been addressed. I brought it up again in the 2024 service on 3/14/24. The tech advised he does not carry the parts for it and would need to be ordered. This was also what had told me to me in 2023 on the date of that service. To date this is still not addressed, and the UV system remains unplugged. -After my 2024 service on 3/14, the tech when he replaced one of the main filters, did not change the O-Ring. I discovered on 3/15 that the filter was leaking all over my basement. I called Culligan and it was a battle to get them to address it as they advised me that the tech did not have in the notes that this filter was changed. (They also advised me that nothing about the UV system was in the notes.) However, I saw him change the filter that was leaking. They reached out to the tech, and he did advise he changed it and later that afternoon was sent back to my house to remedy the leak. The tech came out, changed the O-ring and left. He left me with a flooded basement. -While I was cleaning the flood I recognized that my reverse osmosis filters still had a date of 2/2/22 and have not been changed since. I pay $95 a month for this program and it has not been fulfilled to the contractual obligations. In addition, the poor record keeping and the fact that I have to ask proactively each year for the service invoice is horrible customer service. In totality, every year is a battle dealing with them. This year they cancelled and rescheduled my annual service twice, and when they did complete the service on 3/14 it was a disaster. -On 3/15 I left a message with the phone service as it was after hours to have someone contact me to remediate the above. No one did. -On Monday 3/18 my husband Ryan reached out to Culligan and listed out all of our complaints to a representative named Stephanie. There has been no return call since. -On Tuesday 3/19 I left another message on the general voicemail requesting a call back to remediate. I have gotten no resolution for the above incomplete items.

  Business response

  04/03/2024

  We have been in contact with the customer and scheduled a service call.     

  Customer response

  04/03/2024

  ****** ******** *******
  
  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

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like to file a complaint against Culligan of *******. The following event is as follows: In August they sent a serviceman to replace the filter annually but he did not know whether I received 20% percent as being offered via postal and email. I claimed I requested a 20% discount. However he left without communication and even did not encourage me to sign the invoice. I tried calling the office and left a message to express my concern that I was not satisfied with the service as I found it being uncompleted and unacceptable. For example there was no such water coming out, and very barely water. I received my first invoice by November as I thought they were supposed to call me before to reserve another service call but I was surprised to learn they charged me $25 service fee for not paying. I had to call the office several times until finally I got hold of the representative. I explained to them I did not receive any invoice until November as though why did not they return my call earlier than November? The representative ignored my plea and granted me the 20% discount but regretted I had to pay $25 regardless. I was confused and had to pay 100 dollar in hopes that they would contact me to resolve my dissatisfaction with the water filter service. They kept adding another $25 service charge fee regardless and another $25 again. They stole $225 from me out of service as though they did not offer the proper solution. Today I had to pay off to stop them charging me another $25. That is why I need your help to resolve this matter . Otherwise I consider reporting this serious robbery and poor service, and I plan to look for another company. Thanks for hearing me out. * * ************

  Business response

  01/17/2024

  We did perform the filter change on 8/14/23.   The customer was charged accordingly.    The customer did call on 11/8/23 and we agreed to apply the 20% discount.   Our records show a customer service Rep did attempt to return her phone call on 10/31 but the consumer was not available and does not have a voice mail to leave a message.    The customer called on 11/8 and stated she refuses to pay any of the balance because she does not believe she should be charged a finance fee.  We did replace the filter and applied the 20% discount.    I do not understand why the customer is disputing the full charge.     Our records do not show the customer was complaining about low water pressure.    We are not aware if this is still an issue.    It is now 5 months after the filters have been changed so there may be some pressure drop.   If low pressure is still an issue the consumer needs to call us for service and we will be willing to look at the system.    I do see we sent a dunning notice regarding the account balance on 10/16/23, 11/15/23, 12/15/23, and 1/15/24.    The consumer did respond and paid the balance due following the 1/15/24 past due notice. 

  We do not agree the charges were incorrect.    The consumer paid the balance on 1/15/24 and has a zero balance.   If the consumer is still having a pressure issue, please call our office and schedule a Technician to come out and look at the system.   

   

  Customer response

  02/02/2024

  I reject the company response because I did not hear anything from them. 

   

  Thanks 

  **

  Business response

  02/06/2024

  We applied a Credit to the consumers account for all 4 finance fees $25 Each and 20% off of the $255.00 initial charge.     The total Credit was $151.00.     The consumer currently has a credit balance for $151.00.   

• Initial Complaint

  11/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  At the end of February 2023 I had a water softener system installed. When I met with the salesman he sold me a package that included salt delivery every 3 months regular filter changes and maintenance of the system. I also purchased from him a mineral filter which they did not have when they installed the system and would be an additional charge. I was assured by the technician that they would bring out the filter. The mineral filter never arrived and when I called about it they said it was a logistics issue ? It is now the end of November and still no filter. That’s the first issue now for the second issue. I was supposed to get regular delivery of salt every 3 months. It has been 9 months and i have had only 1 delivery of salt and only after i called and ask for it because my system was out of salt. Now again i am running out of salt and had to ask for another delivery which they have cancelled multiple times. I keep calling for the delivery and now they tell me the driver delivered the salt. I have not received this delivery and have tried to resolve this issue with them and they will not even call me back. I have cameras around my property and at no time does the delivery driver show up in the footage. I am tired of calling them and getting the run around that is why i am contacting you. I paid in full about 5700.00 for the system and have a recurring charge of 67.00 a month for automatic delivery of salt, filter replacement and maintenance. Culligan Water *** ***** ** ***** * ******** **

  Business response

  12/06/2023

  We have scheduled a delivery for Monday 12/11/23.   We left a message for the consumer.   

• Initial Complaint

  10/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Signed contract with business to install water system and purchased *** **** to have system serviced. Gave salesman voided check to have monthly payments for system and withdrawal for service plan and salt delivery. This was installed on 8/10/2023. To this point no money has been removed . Called business several times ASKING them to take my money . Told they would call back . They haven’t. Had to purchase salt on my own. Sent email to corporate office no response. Now I have received two past due notices. Have text with salesman saying he would fix matter and send salt . Neither has happened. I’m worried they will ruin my credit . I am now questioning if the system is doing what they said it supposed to ? How would I know ? I don’t know what to due at this point . At this point I feel I should get a reduced price or something. Please advise if you can help . Do you have any bad reviews on this company?

  Business response

  10/24/2023

  The finance company just posted the payment on 10/19/23.   We do not know why it took so long.    Once this payment is processed to our bank, it will be applied, and the account will have a zero balance.   The finance company will begin to take payments.    This is a third party finance company so Culligan does not have direct control over the process.   

  Customer response

  10/24/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I have been told that the matter has been corrected several times . It clearly hasn’t . The “ *** **** “ is not financed. They should be withdrawing that payment from same account. Still hasn’t happened . Nor have I received the salt that the salesman promised me that I would receive after contacting him that I was running low . 
  sadly I cannot believe their promises. 

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

• Initial Complaint

  10/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  on June 29th Culligan was supposed to come to service our system, had made appt end of May/early June. No call and no show on that day. Called to inquire about what happened and they didn't have my name or number on file. Provided my information for the 4th or 5th time along with my address. Was told that I didn't call right number initially to book appt, however I called the same number I had called to enquire why no one showed up. Re-booked for 9/11 after 11am, no confirmation call and they showed up at 9am not after 11am like I was told. I was not home at 9am. Again called to figure out what happened and they didn't have my name and number saved in the system, this was the 5th or 6th time I had given my information. Then re-booked for 9/25 and was quoted this whole time $255 for service in order to fix my system and make water come out. Was told it was the filters. Tech came out and changed filters and module which I was never told about. After completing service he told me it would be over $500 however water still wasn't coming out of system. I called Culligan and asked to speak with manager. Was connected with Andrew, operations manager. He explained he would look into it, and get back to me and not to pay anything. An hour later the tech came back with a master tech and was able to fix system. 2 weeks later I received a bill for over $500 however never heard from Andrew. I have called 4 separate times and no call back. I called corporate office of Culligan, spoke with Scott and then was connected with Mike the apparent manager of the local branch. Mike was defensive and basically accused me of lying about what happened because of the techs notes. I explained the tech was standing in my kitchen after completing services and told me of the price. Then said they must not have told you about the module so "I will just put your old filters back in and take new ones out." I have since called Scott back after getting no where with Mike and have not heard back.

  Business response

  11/07/2023

  The was offered a credit to her account to accommodate her for the amount for the 30 Gallon per day drinking water module. She accepted the credit and has made a payment to her account and it is currently at a zero balance. 

  Customer response

  11/08/2023

  
  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.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  08/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My home has a filter/system installed at 2 points which was installed by Culligan water company. Saleman assured us the system was adequate for our well water and sold us a maintance program for both filter systems. We were told the company would service our systems as often as every 3 months. When we called in november of 2022, because our water pressure was down to a trickle, they scheduled a visit. They never showed up. I called multiple times and was promised the tech would be scheduled and sent out. They never showed up. They promised they would call back- never did. They said salesman lied. We had to pay for the filter to be changed by another. Manager convinced me to keep service plan for the upstairs RO system. After service call, we decided to cancel this plan. Called on/about july 20 to cancel. Was told I must send email. I promptly sent email requesting cancellation and requested they confirm receipt of my request. They didnt answer the email. I sent another- no response. I called in August- the women said she could cancel and i said i wanted to pay everything owed. I forwarded her the request to cancel from july 20. I was told to pay a bill including charges that were billed on 7/31/2023 for service period 8/1-8/31/23. I responded to the billing person's email asking for a breakdown of charges. Once again no response. I have just set a check for 59.16 which brings my account current through the end of July, 2023. I do not intend to continue paying past that date for a plan I cancelled on july 20, 2023. Culligan wants me to pay an addition $29.82 for august. The company has lied directly to me more than once, doesn't show up as scheduled, doesnt return phone calls, or confirm emails. Resolution desired: cancel my service program, do not charge me for august, 2023. Culligan of ******* needs to start providing the services they charge for without all the games!

  Business response

  09/11/2023

  We cancelled the account today and will Credit the account balance.   

• Initial Complaint

  05/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I got a Culligan Water Softner installed on Thursday the 22 of September 2022. Immediately, the unit leaked water all over my new construction house. The salesman had to walk me through turning off the water, but it still leaked. I sent pictures of the unit and the damage. I requested they come out to fix. The service tech, Justin, lied and said he called me and I told him no service was needed. I requested an investigation be done because I could provide MY call logs and requested they review his to confirm. They called me back and said the internal investigation confirmed he lied and never reached out to me. I spoke to the Operations Manager, Mike K*******, on September 30th, 2022 and told him I wanted the whole unit be removed. He advised it was a cracked unit and they could just replace it. I told him the incidents of lieing made me not trust Culligan and he advised he would add the Privledge Program for a year to my account to give me salt and the replacement UV light when it expired. I received my first delivery of salt in Jan 2023 and received a bill. I called and they credited it. I received my next delivery in April and again received a bill. I called again and they advised they never told me I would get the program at no cost and they wanted me to sign up with a 2 yewar min committment. I told them no to close my account. They are still seeking $98 from me. They no longer have an operaitons manager and no one seems able to help.

  Business response

  05/31/2023

  I spoke with the homeowner, and we agreed to credit her account and provided a free filter change.   

  Customer response

  05/31/2023

  
  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,
  
  ******* ******

• Initial Complaint

  05/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We have been customers of Culligan for 18 years and participate in the "Culligan Privilege Program" which, among other things, provides for salt delivery four times per year and is billed monthly to a credit card on file. We were scheduled for delivery on Thursday, March 30, 2023. When we did not get a reminder confirmation of that appointment I called the office to inquire and was informed that our delivery date had been changed to Wednesday, April 5th. The day came and went with no delivery and since that time we have been rescheduled again and again, but today we still have no salt or soda ash and have been give a SIXTH date for delivery which is 10 days away. In addition to being out of supplies (for which we continue to be billed on a monthly basis) we are totally disgusted with a system that has total disregard for customer in terms of time management and reliability. Culligan gives you a DAY that they will deliver but gives no indication of a time window. As such, the customer must be available all day to accept delivery. MOST companies at least provide a window of AM or PM when scheduling a service.. AND, for our last three scheduled dates Culligan did not show up at all! No telephone call to free up the rest of the day when someone must have known that they weren't coming, and no explanation. Just a NO SHOW.....and no salt or soda ash. As seniors we do not have the capability to go to the store and get an interim supply of salt. We cannot handle the 40 pound bags and we pay Culligan regularly to ensure that our system will continue to work. We juggle medical and other appointments to accommodate a planned delivery date. I do not want another apology and I do not want to hear that there is a shortage of drivers. There must be some way to prioritize a customer who has been waiting for supplies and will be 8 weeks past due when they finally arrive on May 25th as now RESCHEDULED...that is of course, IF they arrive on that day.

  Business response

  05/16/2023

  We apologize for the inconvenience with this delivery and we do not dispute the customers claims.    We are experiencing a labor shortage and can not complete the routes as scheduled.      However, we have made progress with hiring new drivers and currently have multiple people in training.   We anticipate we will be back on schedule the first week of June and will return to providing a positive customer experience.    This delivery is scheduled for 25 May.    I have called the homeowner to personally discuss the situation - I left a voice mail.    We will attempt to move the scheduled date up should an opening become available.     

   

  Customer response

  05/18/2023

  
  Complaint: ********
  
  I am rejecting this response because in my complaint I said I do not want an apology or to hear that there is a shortage of drivers (which is what I have been hearing since March) .  BUT that is all that this response offers.   Each time that I have been rescheduled I have been assured that we are on the list for next time, so I see no difference in this newest date which will not solve the problem unless it is actually honored by Culligan.

  The business does NOT respond to the system failures enumerated in my complaint that make the situation worse 

  * WHY can I not be given something less than a full day to set aside when a new date is given?  why cannot a window of 4 hours be provided?  

  * WHY am I always at the end of the list so on the part of the schedule that doesn't get done?  WHY would a next list not move me toward the top of the schedule as a priority since I have now been left as a NO SHOW for five different delivery dates? 

  * WHY am I not notified when it becomes apparent to the driver that he is not going to make it to my house?  Could not someone from the office extend the COURTESY of a call to free up the rest of my day instead of leaving me to wait until evening to accept a delivery that is not coming.

  * And WHAT are we supposed to do with water from a water treatment system that is now totally out of supplies?!  We own this Culligan system because our water needs treatment and Culligan must have some responsibility to ensure that the system keeps working to protect our plumbing and the product that we use to clean, cook and drink.  

   

  Sincerely,
  

  
  **** *** ******

  Business response

  05/22/2023

  I understand this is a significant inconvenience and I understand the frustration.   

  We have just hired new drivers and they are in training.     Once our new drivers are actively running delivery routes, we should be able to start providing 4 hour estimates for delivery times.    This will also eliminate missed deliveries.    We are having issues notifying customers of missed deliveries due to past drivers not showing for work and/or not completing delivery routes.   Customers are not moved off the "call list" just because the deliver is not moved up.   Again, we understand and apologize for the frustration.     This delivery is scheduled for 5/25/23.    

   

   

  Customer response

  05/25/2023

  
  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.  Supplies were delivered on 5/25/23 as promised in response from Culligan.  I can't help feeling that is because I complained thru the BBB and am glad that avenue was there.  I had made numerous complaints directly to the company and those were not even acknowledged.   I will hope that the labor situation that they faced was temporary and that things WILL be back to satisfactory by the time my next delivery is due.  
  
  Sincerely,
  
  **** *** ******

• Initial Complaint

  04/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  4/24/23 date of delivery this is a home of an 88 year old shut in who depends on caretakers for her care. I as one of these caretakers call everytime there is a delivery date to ensure that they get the amount of supplies needed CORRECT as I have done for many years. I placed 1st phone call on 4/21 to request 9 bags of salt, and 4 filters. I was transferred when I was told 6 bags in the records to be delivered. Of course voicemail. left message, no return call. 4/24 I placed another call, again transferred to a voicemail. I left message of supplies needed and request for a return call. The call never returned. The back door was left open for entry of the delivery. The company has been given this info in the past. Instructions tape to salt tank to fill tank, (empty due to last delivery 10 or so days prior NEVER made). and change filter. Co caretaker returned in afternoon for clients care to find 5 bags of salt left at basement door, one of the bags ripped open and salt spilled on a wooden deck. NO FILTERS!!! I have had nothing but horrible customer service from this company for 4 YEARS. I believe they transfer my calls just not to deal with me. I have spoken to the manager Mike in the past about yet another issue. This account is an estate acct. Set up for monthly paying of bill. They get their $ no matter what their service is, so have no recourse. I have called and reported this to her POA, he will call them today, and will probably not get a return call either, as in the past for him also. I am unable to carry 40 lb bags of salt physically. AND its not my job to have to do so when accommodations have been made for them to do THEIR job. Resolution....come today 4/25, NOT when they are in the area again, with the rest of the supplies needed, bring into house fill the salt tank and change the filter. And go over the acct to change what may need changes in their "notes" to ensure that this doesn't happen again. AND not to get transferred to a voicemail who NEVER returns calls, PLEASE

  Business response

  05/02/2023

  We understand the inconvenience of this delivery issue however due to staffing issues we do not have a driver available this week.   A driver is scheduled to return on 5/11/23.     

  Customer response

  05/03/2023

  
  Complaint: ********
  
  I am rejecting this response because I received a call from your office CHANGING scheduled delivery to complete order (no filters delivered) salt left at unlocked back door instead of bringing in, as communicated with front office staff and messages left on 2 voicemail.   from 4/24, which was a delayed delivery scheduled from 4/13. When Ms *********** POA called  with incomplete delivery complaint he was given May 1 as date to complete order. I called 4/26 to confirm instructions and was told May 1 not noted anywhere for a delivery. Gave May 11th as next delivery date. Then I get a call 5/1 that the 11th not available.  It's to now be June 1. Yes I became irate. AND I was asked to come pickup supplies at your office. SORRY. NO!!! 

  I have been dealing with very poor customer service for 4 1/2 years with this office. You KNOW my voice, I KNOW I'm in your computer notes as a difficult customer. But... there is a reason for my frustration that has been an ongoing situation.  I can't imagine I'm the only customer that is so dissatisfied.  Not sure why you are short delivery drivers, but have been listening to that excuse for MONTHS. 

  I have permission from her POA to pursue another company for service. Which will be a huge cost to an 89 year old senior, due to CULLIGAN is a proprietary system that NO one can service. I'm sure this one little account will not be a great loss to you. I do hope that you can figure out ALL your issues with your company and FIX it. 

  I have also called corporate office to complain about your office. 

  Sincerely.
  
  ***** *** *******

  Business response

  05/03/2023

  We just confirmed the delivery is scheduled for 5/11/23.    We will contact her via telephone to confirm.    

  We are experiencing a severe labor shortage but recently hired replacement drivers.     The replacement drivers are in the hiring process and once their training is complete, we believe these ongoing issues will be resolved.   
  

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our home in 2021 and it already had a water softening system in it. Because the water was still incredibly hard, we had Culligan come out to assess the system. They suggested a new system be installed and we accepted. We also entered into a maintenance agreement to have all the filters and salt for the system delivered and installed by Culligan. The program we signed up for is called the Privilege Program, the details of which are attached to this claim, together with the program's description from the company's website. It has taken a long time to decide to move forward with this claim as we wanted to give the company the benefit of the doubt, but this franchise has TERRIBLE customer service AT EVERY LEVEL. Lori, one of the people who answers the phone is incredibly rude. We have had many instances where scheduled technicians don't show up, and she is horrible about making those situations right. When we ask for a manager, she tells us he is only available on voicemail because he is not in the office. He has only responded to us once and it was a month after we tried to reach him. We always paid our monthly bill, but did not get the promised service. Because of many failed attempts at having our filters changed, our unit went for a long time without having the filter changed. When the technician finally came out, and showed us the filter, everything in it was brown slush and WE WERE USING THAT WATER THAT RAN THROUGH THAT DIRTY FILTER. Yesterday, 03/20/2023, and the technician never showed up. Lori informed us throughout the day that the technician would come before the end of the day - he never did. We escalated the situation to their corporate office. They have not called us back. This morning, Lori told us that she couldn't explain why the technician didn't come out. We asked that a technician be scheduled today. She said no. We asked to speak to the manager - she transferred us to voicemail. No manager has contacted us as of yet.

  Business response

  03/21/2023

  I just spoke with the consumer.     We already arranged to have someone perform service today.    

*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. ↩