Complaints

This profile includes complaints for Culligan Water Conditioning's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Culligan Water Conditioning

  1099 Enterprise Ct North Venice, FL 34275-3621

• 

  Culligan Water Conditioning

  2703 Airport Rd Plant City, FL 33563-1129

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Account number: ******* Salt delivery was originally scheduled for 3/24/25, notified **** at the local office on 3/20/25 at 1:40 pm to advise her that due to an asphalt project in my community that the mentioned delivery needs to be rescheduled. I have a text message dated 3/24/25 from **** confirming that the salt delivery has been rescheduled for 4/7/25. **** confirmed with me that it is scheduled for 4/7/25. A call was placed to **** on 4/4/25 at 1:36 pm to confirm that delivery will take place on 4/7/25, which **** advised that it will occur. The salt delivery NEVER occurred on 4/7/25 as it is evident that **** forgot to schedule it, upon calling in the afternoon of 4/7/25, **** falsely claimed that the truck broke down. However; upon delivery of the salt on 4/8/25, the driver ****** advised that he was in my area yesterday, he knew nothing about a truck being broken down. Invoice ******* prepared by **** at the local office has a false statement written by her: waive off route delivery fee this time. Next time there will be a fee to deliver off route. We offered options to get deliveries on regular route days and customer refused. -- None of this is true! In fact, the routine salt delivery was rescheduled due to road repaving, and the rescheduled delivery date was NEVER entered correctly by **** for 4/7/25, instead of owning up to the mistake, **** falsely claims a broken truck, had to reschedule my salt delivery for a 3rd time and wrote a false statement on the invoice. In addition, my next salt delivery should be 6/19/25 according to the calendar, NOT 9/11/25 as per the invoice. A call was placed to the local office on 4/8/25 for both ******** and **** ****** to call me back to discuss. This complaint will be simultaneously filed with Culligan Corporate in ********, ** and the local dealer in Nokomis, **.

  Business Response

  Date: 04/11/2025

  Good Morning and thank you for your time and consideration to filing this complaint. 

  As we discussed on 4/8/25, your account has been notated to reflect accordingly and your service was completed. 

  We strive to meet the **** on 100% excellence in customer service and sometimes miss that ****. In this case, our team member should have been honest with what happened and owned up to the mistake. Disciplinary action occurred as we do not tolerate this type of behavior. 

  Please reach out to my cell phone if anything else is needed on this matter.

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

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told the water softener system was no touch, just needed to call if there were any problems. I was home when it was scheduled to install the equipment and they were late, I had another appointment so was unable to stay with them. They water softener system was not hooked to electric at the pump or at the house, it was installed by an intention cord going through my yard. I have called several times to have the issued fixed and the service *** says he cant do anything I have to call the office. **** ****** the maintenance manager will not return a call or resolve the issue. the extension cord is not working so the unit has not worked for a month

  Customer Answer

  Date: 02/19/2025

  I am messaging you in regards to  ID ********. 

  Culligan has relocated the equipment and issued a credit for rental fees for the 5 months I have had the unit. I greatly appreciate your help. Most of the communications have been via phone, I did receive an email confirmation that I will forward to you as well. 

  Thank you again, 
  Have a blessed day, 

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

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a water softener in on 08/12/21. It has never worked correctly! I have had them out 4 times in the last year to fix it and it still does not work correctly! there is always an excuse such as there is a salt bridge in the brine tank, there isn't enough water in the brine tank, the power went out and it needed to be reset! I have tested the water myself and it tests hard! I have gone out and broken up the salt in the salt tank, Our skin is dry< our dished are spotted and there is no feeling of any softness in our water! there are only 2 people living here so its not being over used! I am tired of having to call with no results! I'm tired of the excuses for it not working correctly and want it fixed, replaced or refund my money!!!

  Business Response

  Date: 11/22/2024

  Good ******************************* appreciate your time speaking this morning on this matter. As you know, I saw the ****** review and immediately reached out. I have my service manager scheduled to come out Monday, as we discussed to resolve this matter. As a precaution, he is bringing all the needed replacement parts to ensure we get you taken care of. I am also conducting retraining on my team to escalate these repeat matters immediately. I appreciate your partnership and I sincerely apologize the amount of time that you have been dealing with this concern. 

  As discussed, I will call you Monday to follow up after the repair. 

• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 9th we inquired about a water system that would give us CLEAN water. We had the system installed on January 18th. The very next day the problems began. We were told that the system had a filter that cleaned when all it removed was chlorine. The initial installation was horrible the tech who completed the install flooded the entire side of our house and our water bill ended up being huge. The setting was wrong on the strength of the softener and we were just told to "give it time". The next problem occurred on the 26th when my wife asked about turning down the level and we were told to "contact the service department" we were told not to touch the system ourselves and we had to wait almost a week to get a service call to "fix" our issue. We noticed an "on and off" type of problem where sometimes the water was soft and other times the water was hard... the water was NEVER clean like we requested. There was also a sulfur smell to the water at varying times and the system did not seem to be using and salt, the brine tank holding the salt remained full. We requested the system be removed as we were unhappy with the lack of service and the system itself not doing the job we were told it would do. We were also told that the system could not be adjusted in the first 30 days cause "it takes a while to notice the change and we just needed to give it more time." THEN, my wife stared getting "rashy hives" on her skin. this all occurred with in the first 30 days of having the system installed. Every time we attempted to contact someone for assistance there was a wait of at least a week to get anything done and nothing they did seemed to fix the problems. when we had finally had enough and contacted Culligan to return the system, they conveniently did not respond until the 30 day return policy had lapsed. We attempted to work with them for almost a year. Culligan has been fully paid for the system and we have a loan from a third party.

  Business Response

  Date: 11/13/2024

  This is the second time this happened with this customer. ********************** installed a salt free system on 6/9/2021 and as a gracious partner to get the customer a unit they felt happy with, we refunded and removed the unit at their request on 6/23/2021 when they stated this salt free system did not work. Fast forward to 1/4/2024 where Culligan tried to partner again to provide a solution, installed a salt system on 1/12/2024. Culligan received a call on 1/29/2024 stating the water was too hard and requested a salt setting adjustment. The setting was adjusted according to customer request and asked the customer to let ********************** know after giving the unit time to adjust the water to the new setting. The next call in was on 3/7/2024 to the General Manager where it was stated that Culligan would not be taking the unit back and assured the customer that would do an off route courtesy check to see if anything was malfunctioning. On 3/12/2024, the water was tested and unit was functioning as intended. Nothing else was reported. The next month was scheduled for service and salt delivery on 4/3/2024 where the customer sent an email stating "We are not using the equipment, it has been on bypass. Allergic to salt. We tried to trade for the salt less through the local office and they or you are not reasonable so we are going through corporate". Please keep in mind that we already sold and installed and removed and refunded the salt free system because of complaints. On 9/20/2024, the customer sent email to uninstall because *** said they cannot have it. The contract stated bury 14 inches per HOA requirement which was done upon installation. On 9/23/2024, the customer called to speak to manager. "He said it wanted it removed because the loan  is illegally put on his home as a real estate lean". A message was left to speak with him on 9/24/2024 and no return back. On 10/11/2024, the customer called again requesting the number for the finance company to see if they can assist with delaying the payment that was due. The customer called again on 11/12/2024 asking for a refund, and to uninstall the unit per HOA guidelines. The customer was told that we can uninstall the unit at their signed request, but was not responsible for the loan due to third party finance. They were advised that Culligan would leave the unit with them or dispose upon their signed request. 

  Culligan of Sarasota has complied with all contractual requirements to service the unit, install as required and act  in good faith to the customer. Given that ********************** already did a refund, and due to the inconsistency of the call in's, messages and reasoning, it is not reasonable for Culligan of Sarasota to refund when good faith has already and continues to be our top priority. 

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22548311
  
  I am rejecting this response because:
  We attempted to return the unit within the first 30 calendar days and they did NOT respond in a timely manner resulting in the unit not being able to return due to their policy stipulations. This is an example of poor customer service on their part and NOT acting in good faith. We have texts documenting the entire communication between my wife and the sales *** where we were told to wait and not return. As to their statement that we previously had a salt unit installed and removed that unit was a rental NOT a purchase so there was no refund and we were talked into a salt unit again because the sales *** assured us it would be better because it could be dialed down  as stated in my original complaint we wanted CLEAN water NOT soft.
  Sincerely,
  
  ****** *******

  Business Response

  Date: 11/14/2024

  Culligan of Sarasota still stands by that we have done everything in good faith to try and get you the system that you prefer. This includes 1 rental (Salt Unit), 1 installed, refunding and removed Salt Free, and then again an installed salt system. We have ran the drain to your request and adjusted to your request. 

  Attached is three things: 

  Photo of the salt free system we installed and removed. 

  Salt Free system contract. 

  Salt System contract. 

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a new water softener from Culligan last November. 3 weeks ago we noticed a leak in the piping from installation and that the lid to the salt tank had blown off since the last service, and is not to be found.Called and told we cant have someone fix the leak for 3 weeks. Today is the day of my 9am appointment and they still arent not here at 2pm. They told me at the very last minute that it will be *******pm despite my 9am appointment.They also informed me when making the appointment that Culligan does not sell the little plastic lids that go on the sale container, rendering my $5k purchase useless since the machine (per the app) doesnt recognize there is salt in there.

  Business Response

  Date: 11/22/2024

  Mr. and Mrs. ***************** definitely misinterpreted your call and apologize.

  I'm so glad we were able to get your repair complete and we added 6 months of ************* at no charge for your trouble.

  Thank you for your business!

  *****

  Customer Answer

  Date: 11/22/2024

   
  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

  Date:02/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a system installed April 2023.The contract included 1 year of free service.The tech has been to my home once since the system was installed. I have not received a call or request from security to approve the teach to access the neighborhood.

  Business Response

  Date: 02/13/2024

  I spoke with **************** today. Her rote day was actually today and her technician was already in the neighborhood.

  I told her that her technician would meet her today to discuss the routing and make sure she is satisfied.

  Thank you,

  *****

• Initial Complaint

  Date:02/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Account number: ******** Payment of $32.00 made online on January 25, 2024- see attached proof. Per my conversation with Brooke at the business on February 1, 2024, I had an incorrect link to make an online payment, the payment went to the Fort Myers location. Per the attached proof, please ensure that the payment is credited to my account. As of this writing, please confirm that my account balance should reflect $32.00.

  Business Response

  Date: 02/20/2024

  The payment that was made to the wrong location has been applied to their account in Nokomis.  I spoke with their office last week to inform them it has been completed.

   

  
  Brian J.

  General Manager

  863-273-0940

• Initial Complaint

  Date:12/14/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get in touch with Culligan for a while now. I moved into a home seeking a new water softener. I reached out to Culligan and a man came to my home claiming to simply be a water tester - he directly said - Im not a salesman. Im not even allowed to sell. Im just there to show water results. And then proceeded to go into one of the most lengthy and rude sales pitches I had ever heard. At the end he specifically showed me prices and asked if I wanted to buy (which went against everything he told me earlier and on the phone). Not being prepared for that, I said I was not ready at that time. This mans name was **** and came over (arrived nearly an hour late, and stayed far beyond appropriate for almost two hours trying to sell). Since then, I have put in multiple requests for someone from Culligan to reach out to me regarding a softener and options. I have yet to hear back besides scheduling ANOTHER water consultation. Upon review, I have Culligan the benefit of the doubt for my experience with ****, and hoped to become a customer and set up an installation. They have been of no help in doing so. I would like for Culligan to reach out to provide clarity and make this process right. The lack of transparency, lack of respect for a prospect's time and lack of follow up are disrespectful.

  Business Response

  Date: 12/18/2023

  Good afternoon,

  Thank you for bringing this matter to our attention.  Upon reading the complaint, my initial reaction and thought was that the customer had our representative mixed up with another company and representative, because it doesn't fit the "normal" scenario for one of our appointments. Upon further review and discussion with our Water Treatment Specialist that met with **************, the appointment was run on time and wasn't a 2 hour demonstration.  In his conversation with the customer, our representative was told by ************** that he had other companies out to look at his water treatment options.   There were no follow up calls from ************** and the lead appointment was closed thereafter.

  We surely would be more than happy to have a different representative meet again with him, and we left a message on 12/14/23 for ************** to call us back, and again today, 12/18/23.   We will continue to reach back out to him a few more times with the hopes he contacts us.  It seems as if he was a Culligan customer up north and we would love to keep him in the family here in Florida.

  If there are any questions I can answer, please do not hesitate to reach out.

  Regards,

  *****************************, General Manager

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

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

• Initial Complaint

  Date:11/21/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a house that had an old Culligan water softener system and one of the conditions of sale was that the unit needed to be repaired and in good working condition. The tech came in April this year and certified there was no issues with the unit. Now I am having problems with my plumbing because the unit needed to have the resin replaced but they omit to say that in April. Now they want me to pay extra to fix the unit. I don't think that is fair. Extremely disappointed with this people do not buy Culligan.

  Business Response

  Date: 12/11/2023

  I called and left a message today at the number provided by ******************** I also left a message in November when we received the initial complaint.

  The system was purchased in 2006 from a previous homeowner. Culligan has never done business with Ms. ********* The previous homeowner stopped service in 2022 with Culligan. He asked us to do a checkup in April of 2023, but never paid the bill for that service. Our initial exam showed the system to be operating at that time. We have not been to the home since with the new owner and have no knowledge of plumbing issues, nor what they have to do with the Culligan system.

  Ms. ******** can go back on Culligan's **************** for $239/yr, which covers salt and service on the entire system for as long as they remain on the plan.

  We are happy to be of service, and i am awaiting a call back.

  Thank you,

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

  General Manager

• Initial Complaint

  Date:08/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/2/23 we signed up for the platinum service with Culligan, at each visit, we have had issues, from the ** filter being incorrectly installed leaving us with no drinking water, to part of our filtration equipment being left unconnected, to our most recent "service" in which the technician just came and threw salt in our system and did not perform any other cleaning or maintenance tasks. Lastly, we had a leak in which water was dripping on the electrical components, exposing us to a possible critical safety incident, and the customer service from the service department could not even tell us what to do to make the system safe. It was before 3PM and they refused to send a technician, rather had a technician call us and advise us to shut the filtered water off to the house- leaving us with well water. The same day we paid out of our own pockets, to come and stabilize our system and was told that the technician from Culligan absolutely told us to do the wrong thing. After fixing the issue, by adjusting, the aeration tank float, the water stopped leaking over the electrical component. At this point, our non culligan paid professional service man pointed out that our aeration tank has not been cleaned in months, and that both of our aerators were blocked. We were supposed to have received our last service on 7/20/23, which obviously was not the case. The next day, 8/2/23 I called the office to cancel our service and be refunded for the lack of service that we have been provided during the entire agreement. The first person that I talked to said that he was just a yech and refused to help. I then called back to the office- stating my concerns, and there was no apology or action to correct, I was put in *******'s VM and was told that she would call me back by the end of the next business day. On Friday, after not receiving the promised return call, I called back again and was put into the voicemail. Now, it is Tuesday and no response. Highly unprofessional.

  Business Response

  Date: 08/30/2023

  To Whom it May **************** have recently taken over as the General Manager of Culligan of Sarasota, and this complaint was brought to my attention a little late in the game.  After reviewing all the facts, it was my determination that we should refund ****************** the amount he paid, less the $179 filter change we performed, for a total of $969.  Upon further review, ****************** had disputed the charges on the credit card, and the full $1148 was refunded to his card.  At this juncture, I am not worried about the $179 and I am glad that ****************** had remedy to the situation.  My only disappointment is that we didn't service his account better,and hope to be able to help him in the future should the need arise.

  If I can be of further assistance or answer any questions, please feel free to contact me.

  Regards,

  *****************************,General Manager

  Culligan of Sarasota

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

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

  Customer Answer

  Date: 08/31/2023

   
  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,
  
  Sheshawn *******