Complaints

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:04/04/2023

  Type:Billing 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 closed my account with Aqua Falls Water (Culligan of Fairborn) on December 29, 2022. I am owed $42 for returned empty water bottles. I have called three times for the refund. Each time I am told that it will be mailed within 2 weeks. The last conversation I had with a representative from Aqua Falls Water was on March 1, 2023. I still have not received my money.

  Customer Answer

  Date: 04/17/2023

  Consumer More Information

   

  Hi! I have not heard from the company. That said, I know that Aqua Falls Water was purchased by Culligan Water, but still operates under Aqua Falls Water and Culligan. After the sale, service was poor. I am not pleased with the response from the company.

  
  

  Thank you,

  
  

  *******

  Customer Answer

  Date: 05/04/2023

  Hi! Just wanted to circle back and let you know that we finally received a refund check. Thank you!

• Initial Complaint

  Date:03/17/2023

  Type:Customer Service 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 Friday March 10, 2023 a call was made to aqua falls to schedule pick up of our bottles, and water coolers as we would be canceling our services with the company due to water not being delivered in a timely manor as we are an assisted living facility we can not miss our delivery as our residents drink this water on a regular basis. The spokesperson stated that she would have a driver out to pick up our equipment and bottles on Monday March 13, 2023. On Monday the closer it was to business day I put a call into aqua falls, and they stated that they would not be able to pick up today, that they have to send a truck that has room for all the equipment, and I spoke with ****, and she stated she spoke to the route supervisor and he stated they could not pick up in till Friday March 17, 2023. I asked to speak to a manager she stated she would have to take my name and number and ***** would give me a call back. Here it is Friday March 17, 2023 I again have to place another call in to Aqua Falls due to no pick up of equipment and bottles, and no return call from *****. Get thru to finally get an answer today, and **** answers, I ask to speak to *****, and guess what she states she spoke to route manager, and now the stuff will be picked up on Tuesday March 21, 2023 because they need a truck with room to pick these things up. ***** states she never had a date scheduled prior to Tuesday the 21st. So I ask to speak to someone higher up than ***** is there anyone I could speak to. Guess what no the general manager Tim was not available they would have to take my name and number, and have Tim give me a call back at a later time. All I am asking is for the equipment and bottles picked up my account closed with no remainder due to have to deal with Aqua Falls no longer.

  Business Response

  Date: 03/17/2023

  *****,

  I called your office to confirm a pick-up date that was given of 3/21/2023. I was unable to talk to you as it rolled over to a voicemail. When looking into your account. We have been very consistence on making deliveries except for the times your account got a little behind on payment. Up until this point I believe that we had a good working relationship. I am sorry if you feel that we did something wrong and were not able to correct it. I do hope in the future that we might earn your business once again. 

  GM Culligan Fairborn

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

  Customer Answer

  Date: 03/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  There has never been talk of an issue with payment, anytime I call about water being delivered its stated they are short staffing or having staffing issues which is why they were not able to make our delivery. Completely off topic as to the fact of the trouble I have gone thru to get the equipment picked up, and out of the hallway as I have been told 3 different dates. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 03/21/2023

  Good afternoon,

  My understanding is that the bottles and equipment have been picked as scheduled 3/21/2023. I am sorry that there was not a more optimistic resolution that we could have worked out. Once everything is processed. You will receive your final invoice.  Thank you for giving us the opportunity to service your business.  

  Customer Answer

  Date: 03/21/2023

  
  
  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

  Date:02/14/2023

  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.

  In the last 12 months, there has been several scheduled deliveries missed without any contact from the company. We would sit our empty bottles out, and the delivery would not come. In the last few months, we’ve had several unscheduled deliveries therefore did not set out any empties. When this happens, we would be charged an additional six dollar deposit for every jug of water they delivered. Trying to contact anyone in customer service is next to impossible. If you are lucky enough to get a hold of a live person, they make excuses and promised to correct it. The corrections never come though. We decided to go ahead and install a reverse osmosis system in our house and illuminate our service with this company. We had a scheduled delivery for February 10, I called on February 9 to cancel this delivery, future deliveries and let them know we would be in in the next few days to return all the empty bottles we had for reimbursement. I was assured on the phone that the delivery would be canceled and the account would be closed. The delivery on February 10 was made anyway. On February 9 we had a balance of $0.00. Within minutes of their delivery on February 10 we received a bill for $111. On February 11 I loaded up the delivery they had made and all of my empty bottles and returned them to their location. Today February 13 I received an email stating that I would be refunded $64 for the delivery on February 10. When I returned their location again today and explained the amount they charged me for the delivery they weren’t supposed to make was $111 and they only returned $64. I was told I was charged $48 for bottle deposits because there was no empties sitting out. When I tried to explain that I had a balance of $0.00 on the 9th so after I returned the delivery, they weren’t supposed to make. I should also have a balance of $0.00. After spending at least 30 minutes discussing it with two separate people at their location. I become frustrated and just left.

  Business Response

  Date: 02/14/2023

  Good afternoon,

  I apologize for the situation you experienced and will rectify this immediately. I will make sure that your account and balance is zeroed out. 

  Customer Answer

  Date: 02/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I also returned 13 empty jugs on February 11. Which should have been a $78 credit on the account but because they were saying we owed $48 on the delivery we received on February 10 that shouldn’t have received. So currently we have a credit of $30 on the account. If you want to rectify the issue my account should have a credit of $78 not $0.
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 02/14/2023

  I will have my Office Manager reach out to you with a complete breakdown of charges and credits owed to your account. We will certainly refund you any money that is owed to you.  

• Initial Complaint

  Date:02/06/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Working with this company has been an absolute joke. My deliveries have been late without notice, skipped completely, or delivered on a non-scheduled date without notice for several months. I have attempted to cancel this contract no less than 3 times. I have called and left voicemail after voicemail. I notified employee Matthew Brady, our salesperson, in writing, on 12/14/22 that I wanted to cancel our contract effective immediately and have our last delivery (that I already paid for) that month. I then continued to be charged, water not delivered on time, for January and February. I notified Peggy Nott in writing on 1/17/2023 of my issues and request to cancel after she reached out to me in response to an online survey. I received no response. I was then charged for ANOTHER month today, and called the company, left a voicemail, and emailed Peggy Nott again with my request to cancel and receive a full refund for January and February. She finally responded that I had canceled my February delivery effective today (2/6/23), which is true, because I finally figured out how to cancel one scheduled delivery on the "customer" portal. I could NOT however find any way of canceling my contract all together. She has replied that my water dispenser and bottles will be picked up on 2/8/23, but has not replied regarding my refund. Our items WILL be outside on 2/8/23, and will remain there, until picked up by this company.

• Initial Complaint

  Date:02/06/2023

  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.

  Over the past couple of years, the service level from Aqua Falls has deteriorated. This past week was the final straw when they charged me for a delivery they didn't make. On 1/26 they called to confirm my delivery (which was late) for 1/27. 1/27 came and went and no water delivery. However, we were charged $53. No one answers the phone or returns calls.

  Business Response

  Date: 02/07/2023

  Good morning,

  I had my office look into what transpired with regards to your delivery. I understand that one of my CSR's reached out to you and rectified this issue. I apologize for the inconvenience this has caused you. We address all complaints received and continue to share them with our staff. We will use your situation as a learning tool for everyone to identify how we can do better for our customers. 

• Initial Complaint

  Date:02/03/2023

  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.

  The last time I requested a water delivery, it took three tries and a threat to cancel before getting the water.
  
  I made a delivery request for Feb. 1 that never arrived. I tried calling during business hours and only got an answering machine. I went online to reschedule the delivery and discovered that they had already rescheduled it for the next day. Well, I got home at 4:15 and still no water. After reaching a person at Aqua Falls, I was told that my water was scheduled to be delivered and that it was on the truck. I asked how late they might deliver, and was told that the drivers don't come back in until all water has been delivered. This was obviously a lie as it's not 9:38 p.m. and I still don't have my delivery. This is ridiculous. Before Culligan took over, I never had an issue with this company. I don't need this frustration.
  
  This time I would accept a delivery of the water that was ordered. If this company is incapable of delivering the original delivery date, then I will be forced to look elsewhere.

  Business Response

  Date: 02/03/2023

  I can certainly understand your frustration. We do everything we can to make sure deliveries come as scheduled. Our driver's goal is to complete every delivery assigned to them every day. All of our drivers stay working until the last bottle on their truck has been delivered. If for whatever reason a driver runs out of water while out on a route. If nearby and there is enough time left for the day. Drivers will come back to reload and then go back out. However, if that is not possible. All stops missed will be completed the following day.  I am sorry for your inconvenience and hope that you have a great weekend.  

• Initial Complaint

  Date:01/27/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Aqua Falls routinely misses my scheduled water deliveries and leaves me without water without notice. To try to avoid the problem as it has occurred quite a few times now, I call them before the delivery date to confirm the date of delivery. They assure me the date is correct and then do not show up. When I try to reach their office, it’s very challenging and often I am directed to a voice messaging service. When I leave a message, they do not return my call.
  
  If I need to make a change to my order, add a bottle/remove a bottle for one month only, the change usually negatively impacts future months and messes up future orders. I don’t dare make a change now, as I know my order next month will most likely be wrong.
  
  This used to be a great company a couple of years ago. The service is consistently getting worse.

• Initial Complaint

  Date:01/18/2023

  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.

  I have been a customer for about 2 years id say. In the last 6-8 months I have to contact them MONTHLY to figure out when my delivery will be. The calendar they send out is useless. They typically do not deliver the amount I ask for. If they miss my delivery, they will not call and then I am put on the bottom of the list for the next business day. Overall this company is ran very poorly and customer service is usually not helpful what so ever.

  Business Response

  Date: 01/18/2023

  Good afternoon,

  I do apologize that the service you expect has not been at its best. We had recently had some staffing issues that have been resolved. As we continue to move forward, I believe that you can expect that delivery issues that you experienced and communication with our office to be much improved.  Again, I do apologize and appreciate you staying a customer as we navigated through difficult times. 

• Initial Complaint

  Date:01/10/2023

  Type:Customer Service 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.

  For the past year this company regularly schedules a water delivery and empty bottle pick up only to miss the delivery date. This results in us having to call them every time which is a pain because they never answer the phone. When they do they always offer up some kind of excuse. Their customer service is horrible and from the looks of the online reviews this is a common occurrence. They should offer up a hefty discount for the inconvenience. Also last year they dropped off a bottle that had a hole which someone had covered with tape. We put it on our dispenser and overnight the entire jug leaked out, warping our floor and causing a mess. When we contacted them about i they only offered to help if we turned it in on our insurance. We were not going to have a claim on our insurance but they didn’t seem to care otherwise. Someone had to know about the hole since it was covered with tape. This could of potentially been a health risk and led to possible contamination of the water in the jug.

  Business Response

  Date: 01/23/2023

  Good afternoon,

  Let me begin with an apology regarding the delivery issues you are describing. It is always our intention to provide all customers the highest level of service possible. We as a business did have unforeseen circumstances towards the end of last year that caused our deliveries to run behind schedule. We have taken corrective actions and going forward we see that deliveries should remain uninterrupted and completed on schedule. We have also added additional staff in our office to better serve our customers.  

  All the bottles have and go through a process to determinant their integrity. If a bottle fails an inspection, it is desugared. We do everything posable to produce and deliver a quality product. If the product is not to your satisfaction for any reason. We would be happy to replace it at no charge at the next delivery. 

• Initial Complaint

  Date:01/06/2023

  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 have not had one good solid experience with them. The gentleman I ordered from and he set up and delivered was good. But when one of those bottles was leaking and drenched my carpet one day, he told me he'd come swap it out tomorrow. Tomorrow never came, I did call him one additional time and that still didn't change anything. Delivery experiences:
  -No notification of delivery day - I woke to a bunch of bottles in my doorway.
  -Notification of delivery for Tuesday, set empty bottles outside. Nobody came. Have it s little time, nothing. Called the office dozens of times to get to their actual staff. It was rescheduled and they had no idea when someone was coming other than early the following week. Completely out of water for a week and a half. Driver was nice enough to knock on my door when he came to do the exchange.
  -Found out with some research you could check delivery day on the app. Timing was perfect, low on water. Nobody came. Checked the app again and it was rescheduled for a MONTH later. Out of water already. Cancelled that delivery and called about 30 times to get a person. The reason? Low staff and my regular driver is on maternity leave. Was told someone would come on Tuesday. Two Tuesdays have passed and I've decided she must have meant Tuesday in 2024. Called the office repeatedly for several days. Left a message with answering service to send to them. Not one response. Received a bill for water cooler rental ... which has no water to cool. Decided I've had enough of this nonsense and cancelling. For hours I would call and line would disconnect. All I want to do now is cancel. I called the corporate line, it was transferred to Consumer relations. He said he'd get a hold of the store and someone would call me back shortly. That was Tuesday. It's Friday. This is the most ridiculous service I've ever experienced. I want the equipment picked up and current bill cancelled. I would also like a courtesy refund for this disaster of a service experience.

  Business Response

  Date: 01/06/2023

  This is extremely disappointing to read as what you describe was your experience with Culligan Fairborn. I do apologize and hope we can rectify this situation. There have been a few issues that we encountered as we continue to hire and train new staff.  However, we are commitment to provide the best possible service you come to expect. if you would like to discuss further. please call the Fairborn office and ask directly to talk with me. Again, I apologize that your experience was not to your satisfaction, and I do wish to make it so.   

  Customer Answer

  Date: 01/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  There is no contact name or resolution. This just sends me back to endless calls wasting more of my limited time to solve the problem they've created. Which I've already spent way too much time on. They can call ME since they have all my info on the account. ************. The call needs to be with a resolution and a schedule to pick up the cooler and bottles. 

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

  Business Response

  Date: 01/09/2023

   I had made an attempt to contact you this afternoon. Your phone rang until the voicemail picked up. I did leave my contact information along with the date on when we would be out to retrieve our equipment.  You are more than welcome to contact me anytime at your convince if this does not resolve this issue.  Once again, I do apologize and hope to one day gain your business back.  

  Thank you. 

  Customer Answer

  Date: 01/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was in a meeting. I hung up and returned your call within 2 minutes. The number you left that was to your 'desk phone' went to a general queue. I tried each department and not one of them went to a human. I left a voicemail for you on the deliveries line as I cannot see any info about you on here, and you merely left the name Tim. Two issues. 1) You haven't addressed the financial aspect. I am not paying a bill for a cooler that had no water. And, 2) you've made a decision about pickup without talking to me. I would have let you know that I cannot even leave equipment at my door on the 12th. Apartment inspections and routine pretty control begin at 10am and nobody can enter at that time until an undetermined time.

  This all comes back around to the inability to reach anyone at your business. While I appreciate the call attempt, it was one attempt with an indirect line, no extension, and no response to my voicemail. Sadly, this is the 'best' experience I've had with you guys so far.

  Please reattempt contacting me today. The only time I'm unavailable is 11:30 to noon.

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

  Business Response

  Date: 01/10/2023

  Good morning,

  The removal date was given as requested by you from your submission on the online customer portal. We will certainly work out offering you a refund for a one-month rental of the water cooler. I look forward to resolving this issue and will contact you at your described time fame today 11:30-12:00 1-10-2023. 

  Customer Answer

  Date: 01/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  After speaking with you and the agreement made for pickup, I can accept this response once the equipment is actually picked up. I have faith you are following up internally to ensure it's taken care of. Once the issue is fully resolved, I will accept the response.

  Thank you!

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