ComplaintsforHall's Culligan Water

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  12/08/2023

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

• Initial Complaint

  12/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

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

  Customer response

  12/12/2023

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

• Initial Complaint

  11/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  Business response

  11/28/2023

  Good morning,

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

  Customer response

  11/30/2023

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

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

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

  Business response

  11/30/2023

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

• Initial Complaint

  10/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

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

  Business response

  11/06/2023

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

  Customer response

  11/06/2023

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

• 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 ** ******

  
  

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