Complaints

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

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Culligan Quench has 9 locations, listed below.

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• 

  Culligan Quench

  630 Allendale Rd Ste 200 King of Prussia, PA 19406-1695

  
• 

  Culligan Quench

  4860 Duff Dr Ste B West Chester, OH 45246-1149

• 

  Quench Canada

  4474 Blakie Road, unit 129, 130 London, ON N6L 1G7

• 

  Quench USA

  8260 Patuxent Range Rd Ste P Jessup, MD 20794-8605

• 

  Culligan Quench

  111 Third Street, Suite 100 Macon, GA 31201

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:06/06/2025

  Type:Order 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 May 13, 2021, I signed a contract with ******************************, which was later acquired by **********, and then Culligan Quench. Since installation, no service was ever providedno filter changes, maintenance, or visits at any point. The equipment has sat untouched at our business location for over two years.Our last and only payment was made to Waterlogic on September 22, 2022 for $871.08. Despite never being serviced, Culligan Quench began issuing invoices for thousands of dollars, including fabricated "final bills" and "missing equipment" charges.After a year of written disputesand acknowledgment from Quench that we were never servicedthey still escalated this invalid balance of $8,070.08 to collections and a law firm. The equipment is still in the original location, available for pickup.We are a small business being harassed over a contract that was never fulfilled by any of the successor companies. We're requesting closure of the account, removal of all charges, and confirmation that no credit damage has been or will be done.

  

  Business Response

  Date: 06/16/2025

  Hello,

  
  Thank you for bringing this to our attention. Weve looked into the matter and confirmed with the customer on 6/10 that their account has been removed from third-party collections, and there is no further payment due. Additionally, we understand the customer's concern. Our records show that the bill was not paid, which resulted in service not being renderedthis aligns with the issue the customer mentioned in their message. We appreciate the opportunity to clarify and are glad this has been resolved.
  

  Thank you,
  Culligan Quench

  Customer Answer

  Date: 06/18/2025

  [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. 
  
  Regards,
  
  ***** ********
  
  

• Initial Complaint

  Date:06/02/2025

  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.

  I have been trying to cancel with this company for over a year. They continue to tell me that my contract auto renews and Im giving them amp time to process my cancellation request. They keep leading me on. Sending me to different departments. I have a water filter that I purchased mybunit from them for $150 with a Bill of Sale. Now they are trying to retqin a monthly price of $117 which i have paid since 2016...$1400/year. I am done!

  

  Business Response

  Date: 06/05/2025

  Hi *******,

  I empathize deeply with your frustrating experience. It's completely understandable to feel upset after being led in circles for so long. If you've been attempting to cancel for over a year and haven't received a proper resolution, I assure you that this situation is not acceptable. Our ****************** team informed me that they reached out to you to discuss this matter further, but if you require any additional assistance or support, please dont hesitate to respond to this message.

   

  Thank you,
  

• Initial Complaint

  Date:04/30/2025

  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 have put in several requests to the company for us to cancel our service. The first being 4/9/2025. the most recent was 4/28/2025 asking for a supervisor to call me to get our service cancelled. I was told it would take 1-2 BD to hear from someone and it is now 3 weeks later with no responses. I need the service cancelled and I want them to pick up their products. I have a cancellation fee that I am willing to pay, but with the lack of service and being forced to keep our contract longer because of the lack of communication, I would like to try to get the fee waived or discounted.

  

  Business Response

  Date: 05/02/2025

  Hi ****

  Our team has informed us that a member of management has tried to contact you at the phone number you provided. Additionally, a message has been sent to your email on file. Please reach out to us to discuss this matter further so we can provide you with any necessary answers. We sincerely apologize for the experience you have encountered.

   

   

  Thank you,

  Customer Answer

  Date: 05/06/2025

  I have attached a screenshot of my incoming and missed calls. I do not have any missed calls from Quench at the phone number I provided. They stated they emailed me as well, but I have no email communication from them either. I have checked my spam folder as well. I would not have submitted a BBB complaint if three was communication from Quench. At this point, I would like a confirmation that our account will be terminated and a pickup date scheduled. 

  Customer Answer

  Date: 05/06/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23268866
  
  I am rejecting this response because: I have not received an email communication or phone call as they claim. I attached my received and missed calls screenshot. I have checked my spam folder as well and i have not received any emails from Quench. At this point I would like to receive a confirmation that the account will be closed, and a date that the pickup will be scheduled. 
  
  
  Regards,
  
  **** ***********
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 05/06/2025

  Hi ****,

  Our Culligan Quench ****************** team has informed us that you have agreed to speak with them on May 7th to discuss this matter further. Please let us know if you have any additional questions. We apologize again for the inconvenience this situation has caused you and your team.

   

  Thank you.

   

  Customer Answer

  Date: 05/07/2025

  [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. 
  
  Regards,
  
  **** ***********
  
  

• Initial Complaint

  Date:02/20/2025

  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.

  Not sure what happened when Culligan took over Quench but service has gone downhill 100%. I have emailed questions to their email address, ************************************** multiple times with no response. I have let them know our office hours are Mon/Wed 8am-5pm and Tue/Thur 7am - 3pm. In the past the Quench *** came during these hours with no problems to service our unit. I asked for service on Thursday 2/13 as our water has been tasting off. I got an email after hours on Thursday with a service schedule for Friday 2/14 which is not a workday for our office. Then I got another email on 2/14 @ 9:49am saying the technician would not make the service call on 2/14. On Monday 2/17 I received two emails with service dates of 2/18 and 2/20 with no time frame given. I emailed this service email address asking which appointment was correct and got no response. When I arrived at the office on 2/19 I had yet another cancelled appointment email that was sent on 2/18 @ 3:13p for the 2/18 service appointment. On 2/19 at 7:06am I sent yet another email requesting a service appointment during our regular office hours and still have not gotten any response except the automatic ***ly that our request has been received. This morning I tried calling them at ************, the service number listed on their website, and my only two options were for sales so I tried to chat and supposedly someone is going to call me today. Very disappointed in the lack of communication or care.

  

  Business Response

  Date: 02/25/2025

  Hi *******,

  We apologize for the inconvenience this matter has caused and for the experience you encountered. This is never our goal. We were able to speak with our leadership team and were informed that a team member contacted you directly regarding this issue. Please let us know if you need any further assistance. Thank you for bringing this matter to our attention; your feedback is very important, as is your experience with Culligan Quench.

  Thank you,

  Customer Answer

  Date: 02/26/2025

  Since my complaint Culligan Quench finally got a technician out to clean and service our machine during our business hours.  We also received a follow-up call afterwards from Culligan Quench.

• Initial Complaint

  Date:02/11/2025

  Type:Order 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 are trying to cancel their services and it turns out they have an auto-renewal in the contract that as never communicated to us at the original signing and we not communicated to us after the initial term either. This is unlawful under The Negative Option Rule under the *** but they do not seem to care.We have had their units for over 2 years and not once have they come to service them or clean/change the filters.Not a great company to work with nor do they want to help in any way.

  

  Business Response

  Date: 02/13/2025

  Hi *****,

   

  We sincerely apologize for the inconvenience youve experienced with your Culligan Quench account. We have proactively reached out to our account management team, and they will be in touch shortly to resolve your issue. Your satisfaction is our top priority, and we appreciate your patience as we work to make this right. Thank you for giving us the opportunity to improve your experience. Please feel free to contact us if you have any additional feedback or questions. 

   

  Thank you,

  Customer Answer

  Date: 02/14/2025

  [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. 
  
  Regards,
  
  ***** ********
  
  

• Initial Complaint

  Date:11/25/2024

  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.

  We have had our 3 water coolers for a little over 2 years. In that time, one of the coolers has been serviced one time and for a fee of $180. The other two have never been serviced. They taste and look disgusting, so I called to have them cancelled. They then informed me that I am in a contract. Fine. So I ask them to service the machines and make them useable. They then refuse to do that because we are on a credit hold. Now mind you, I am the one that pays the bills every month so I knew we couldnt be behind on our payments. I ask them to send invoices that we are behind on and then proceed to send them screenshots from my bank showing the payments have been processed. Now is where it gets frustrating. I ended up sending the screenshots to two different people. The first one told me it was credited and then a couple days later I received a phone call about the past due invoices that I had already sent proof of payment. She told me I needed to send them again. I became frustrated and told the lady I couldnt talk to her at the moment and needed to hang up. So I did. She then sends me an email saying that she was going to fix my account but because I disconnected the call she wasnt going to do anything and just close the case. Now what kind of customer service is that?? If she had the proof of payment, she should have credited my account. Now Im still stuck in a 28 more month contract and they not only wont come and service my equipment, they also wont credit my account with the payments I have made. I am at a loss and need some outside assistance.

  

  Business Response

  Date: 12/18/2024

  Hi ******,

  We genuinely apologize for the experience you and your team have faced. Your feedback has been escalated to our leadership team, and we are committed to understanding and resolving your concerns. A dedicated team member will reach out to you shortly to discuss this matter in detail. Thank you for giving us the opportunity to make things right.

   

  Thank you,

• Initial Complaint

  Date:07/24/2024

  Type:Order 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 are experiencing poor unsatisfactory service, and our installation is being delayed numerous times. We have to pay monthly for poor services. Please expedite installation.WO-02728871Q5FS RO QW Plus1575 ******************************************************************

  

  Business Response

  Date: 07/25/2024

  Hi ********,

  We appreciate you bringing this to our attention. After consulting with our scheduling team, your location has been confirmed for Monday, July 29th. We sincerely apologize for any inconvenience caused by the prior reschedules. Please contact us directly to share your experience once the service has been completed.

  Thank you for being a Quench customer.

• Initial Complaint

  Date:06/29/2024

  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.

  Quench USA bought the company Waterlogic. I was renting a water fountain from them; however, over the past year they have accused me of missing payments (false). I felt I had resolved the misunderstanding with their customer service representative. Unfortunately, the next month they went back to the same accusations. I told them to remove the water fountain (which they did), but now they are charging me a removal fee of $150 and attempting to collect more back payments from 2023 (which I do not owe).

  

  Business Response

  Date: 07/08/2024

  Hi ********,

   

  We deeply regret any inconvenience this issue has caused for you and your team. We have carefully reviewed your account after consulting with our ************* leadership, and we have an attached email from *********************** of your team expressing her understanding of the fee. No further comments were provided in the attached email. We understand the importance of this matter to you, so please take a moment to review the attached email, and feel free to reach out if you have any additional questions or concerns.

   

  Thank you

• Initial Complaint

  Date:06/27/2024

  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.

  The company was sold and quench took over. The former company did service calls twice a year. The company never did service calls. When they billed it was just for one amount. I never knew that I was contracted to them, I got the bill from a collection company $882.14.I never received service from them at all and had no idea about the past due

  

  Business Response

  Date: 07/09/2024

  Hi *********,

   

  We apologize for the inconvenience this issue has caused you. Our management team has informed us that you have been contacted, and a resolution was discussed. Please contact us if you have any further questions or concerns. 

   

  Thank you.

• Initial Complaint

  Date:06/06/2024

  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 contracted with Quench to install a dispenser on Jan 2nd. We called on the 10th when we returned to the office and the machine had stopped working. We requested service for over 4 weeks and no one ever came out to service the dispenser. We moved to another service after over a month of not getting any support and 3 months later they came out to pick up the equipment and then sent us to collections. Despite never getting a working machine they refuse to drop the contract. We offered to pay for the month we had their non working equipment and despite one agent agreeing to this they sent it to collections and now claim they did not have approval.

  Customer Answer

  Date: 06/20/2024

  They responded the day after these complaints were filed and agreed to drop all charges and remove us from collections. The following email was sent to confirm they are dropping all charges. 

  ***** following up with Quench regarding your poor experience post installation. First off, want to apologize for the poor experience right after installation given the unit had issues right after install and we were unable to resolve. Due to the disappointing nature of your experience from the start, we went ahead and waived the remaining balance. That said, I am surprised to hear you are still receiving a collections notice per my discussion with ************************* on June 6th, the remaining balance was waived so this should have been cleared. Are you still seeing invoices / receiving a notice? If so, any details you can provide will help me to get this fully cleared off, as Im seeing this cleared on my end.
  
  Again, apologies for the back and forth, and looking forward to getting this fully closed out.
  
  Kit ******
  
  *********** (Kit) ******
  VP of ********************** and Sales Operations

  

  Business Response

  Date: 06/20/2024

  Hi *****,

  We sincerely apologize for your unpleasant experience. After speaking with our leadership team, I have been informed that you have been contacted regarding your complaint. Thank you for bringing this matter to our attention.

   

  Thank you.