ComplaintsforCulligan Water Conditioning

• Initial Complaint

  08/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I copy here a shortened version of a letter I sent to the Indiana, PA, office of Culligan Water. I have had no response. Culligan Water 1749 Wilson Avenue Indiana, PA 15701 July 6, 2022 Dear Culligan, Around June 16, I had a call from a Culligan technician. He informed me that he would be in our area on the next day and asked if it would be convenient for him to come by with a replacement UV filter lamp. Harry, who installed the new equipment last summer, had informed me that I would need to replace the UV lamp around July 1, and I had planned to pick one up at your store, but this seemed to be a nice alternative. He also suggested he could bring a replacement sediment filter. I asked if he could also bring a replacement O-ring as the sediment filter had some leakage. At no time did the technician mention that he would be charging me for a house call, and I remind you that I did not request a house call and merely agreed to allow your technician to deliver three items that I could easily have picked up myself and installed. I believed this to be a Culligan service. All my previous dealings with Culligan along with the words used by the technician on the phone and during his visit had instilled in me the confidence that this was a free service. So, I was surprised and annoyed to receive the enclosed bill with a $95 charge for the house call. I assumed it was an error and drove up to Indiana yesterday to ask that the charge be removed from my bill. One of your pleasant clerical staff members referred me to a young man (who did not introduce himself but seemed to have some managerial role) who, after listening to my account, did offer to reduce the house call charge by $20 because of the "misunderstanding," and asked me why I was angry. I was angry because I do not like to be ripped off. Sincerely. *** **** ********

  Business response

  09/28/2022

  We at Culligan of Indiana, Pa are a local family business that have been providing high quality water treatment service for over 60 years. We would not have such a long standing positive reputation if we went around "ripping" people off. As a courtesy for all customers that require annual maintenance, we always call to see if the customer would like to have the service done prior to rendering. It is at the customers option to either accept or decline-and preform the service themselves. Similar to our HVAC vendor that calls to asks if we would like annual winter maintenance done, it is not "assumed" they are doing it no charge for the service. The customer believed there would be no charge "based on previous dealings". These previous dealings were related to another piece of specific water softening equipment the customer rents, thus anything related to the maintenance and troubleshooting of that equipment would not be charged. The customer OWNS the U/V system in question and is not rented, thus any service rendered to the UV would incur a charge. We tried to have the customer understand our side of the issue but seemed unwilling and extremely demanding. The customer still sent payment for the service in question, but now months later is demanding refund, which was puzzling for our office. We are always ready and happy to answer all our customers questions. I would encourage the customer to please do not hesitate in the future to clarify any questions/concerns, instead of operating by assumption or belief. Despite our position, we did offer to reduce the cost prior at the time of the customers visit. We do value all our customers and their concerns, and if the customer truly feels wronged by our company, we can offer a credit on the account for the house call. We appreciate the opportunity to address these concerns and hopefully continue to work with the customer in the future. 

  Customer response

  10/11/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  The company followed up with a personal email, added helpful explanations, and credited my account. I am very satisfied. 
  
  Regards,
  **** ********

*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. ↩