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:02/10/2025

  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.

  In Feb 2024 we purchased a new water system from ********. It was installed and seem to work great. By April we noticed it wasn't working at all. We called and they sent a tech out named *****. ***** does NOT speak English as his first language and it VERY hard to understand. He was very rude and when I kept trying to ask questions he would get mad and just walk away from me. I told him he could deal with my husband and explain it to my husband. When this happened he told my husband it was our well putting to much pressure and blowing out the resin. So we had a well person come out, replace all the pipes and put a new pressure tank in. We have had issues again and had a tech come out by the name of ******* and he was great. Said that if any time our electric goes out it will knock the system off. So he reset and we had soft water again. Then a couple weeks later we noticed resin blowing out again. We called and they were suppose to call on Thursday morning (Feb 7) to let us know a time. They were suppose to call my number because my husband doesn't always get his calls while at work due to a lack of signal. Well they called him and when he finally saw someone called but no message, he called back and the *** said he would call me later. At ******************************************************************** 45 mins. At 444 I got a call from ***** stating he was on his way. He had a bad connection and I tried to tell him I couldn't hear him or understand him. He proceeded to argue with me and yell "NONONONO you hear me!" I said *** I m not sure why your arguing with me but I can't hear you well because your cutting out. He then started saying he had already been to our house and had diagnosed the problem before and he wasn't going to come back for the same issue. I told him we replaced everything and how could he know it was the same issue if he hadn't looked at the equipment. Then the call went dead. we heard nothing. Today was informed tech wont come back out

  Business Response

  Date: 03/31/2025

  The delayed response from our Office was due to this message sent to an expired email address.

  The customer purchased a 10" High Efficiency ********************** softener, this was installed on 2/22/2024. On 2/27/2024 ****** *******, service technician, went to service the water softener, the complaint was, media is outside of the unit. ****** made a second visit to service the water softener due to not having new media with him. ****** spoke with customer explained what had happened with the media and the well pressure effecting the water softener. All was well when he left.

  1/8/2025 a service work order was created, unit wasn't working.  ******* ****** went to service unit, due to a power outage the unit needed to be reset and reprogrammed. The unit was working correctly with no issues with the media.

  2/6/2025-Customer called for a service work order, media was present. ****** ******* called to speak with the Customer, she was angry and argumentative with him. ****** was asking if they had fixed the pressure on the well, Customer had difficulties understanding ****** and became very rude. ****** therefore did not service the unit, he called the office to reschedule the appointment with the Service Manager, **** *****.

  2/6/2025-Mrs. called the office, very upset, does not want a Spanish speaking technician to come back out to service the water softener. 

  2-14-2025-**** *****, Service Manager, went to service the unit. The unit was perfect, no issues, no lost media. **** spoke with the husband, explaining how the unit works, etc... Customer was satisfied with the service.

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 22920690
  
  I am rejecting this response because:

  Consumer Most Recent Message Date Sent: 4/12/2025 5:23:17 PM I received your letter on April 11 that was dated March 31. It was past the date of me responding and I do NOT think that was fair, that Culligan was given 2 months to respond, and I 10 but received it past the date, so I am writing a response any how. To Answer to Culligan: They left out 3 other calls we had to made to them last yr. Their sales *** said they should NEVER send ****** out to fix things because he makes all the customers upset because he gets frustrated because no one can understand him. He speaks VERY broken English. I'm sure he is fine when he has Spanish speaking customers but to get mad at the customer who cannot understand him is a HUGE problem for Culligan. I am NOT the only complaint they have had against ****** but they sure want to make me out to be the issue. When I just want a machine to work, the way they PROMISED it would when we shelled out $5300.00 On 2/6 ****** was suppose to call me in the morning, to let me know when he was coming out. He did NOT call my number until 440 in the afternoon. I had waited all day. When I tried to tell him what was happening he started yelling at me that he already came out and diagnosed the issue last year. I said NO, We FIXED everything with our well and had the receipt to prove it. ****** **** I AM NOT COMING OUT and hung up on me. OF COURSE I was mad. HE wouldn't even listen to me. He gets upset when people don't understand him. Their own sales ***s says they have multiple complaints on this ***. The *** who came out in JAN was wonderful. **** *****, the manager, admitted, when he finally came out that they have an issue with the lines getting plugged with sediment causing the systems to not work correctly. I feel that this is a fault with MANUFACTURING and we should have been informed of this issue. We are having to go out every week and clean this line out. This shouldn't be happening on a new product that cost as much as this did. WE have had so many issue with a new system, that I think at this point its a lemon. Culligan needs to understand that I just want good drinking water, which they promised and I still do not have that. Our water is STILL hard and I have the black faucets that show we still have hard water. THEY DONT WANT TO TAKE CARE OF THAT!!

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

  Business Response

  Date: 04/21/2025

  I would like to reiterate that the email address on record for the Better Business Bureau was incorrect causing a response delay from our office. 

  Our service technicians are highly professional, knowledgeable and customer-focused.

  On 2-14-2025 **** *****, the Service Manager, serviced the water softener, there were no issues with the unit, all was in perfect working order. At this time, the Customer was satisfied with the service.

  We will set up an appointment for an install with a new 10" High Efficiency water softener, exactly like the unit the Customer had purchased. We take great pride in our product and would like to resolve any issues with our consumers.

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 22920690
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 4/22/2025 1:16:03 PM
  

   We have tried to tell them the water is still hard. We now have to set our alarm on our phones to weekly go out and check the system to make sure the little hose isn't plugged. I really believe it's a bad design but when all my black faucets are white, I know I still have hard water. That is the reason we went with their product. We want good drinking water, like they promised but when we call we get a run around.

  We have not had a call from them regarding anything like they said in previous response from them. 

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

  Customer Answer

  Date: 04/24/2025

  We STILL have not had a call from Culligan to replace the systems. When they were out they never suggested this to my husband so in this was the first time we heard of it but still have not been contacted by them.

  Business Response

  Date: 04/24/2025

  **** *****, our service manager, had tried contacting the husband last week several times, should have missed calls from our number showing on his cell phone.

  **** ***** will be installing the new equipment on Tuesday, 28th of April 2025. The husband cleared this installation date. When asked are they having any issues with the current softener, the husband said they have hard water, customer should have called for a service call.

  Customer Answer

  Date: 04/28/2025

  1. We do NOT have any missed calls from Culligan. On both my husband's or my phone number. I would like to.remind Culligan, cell phones keep logs of all incoming and out going calls and there are none from Culligan until the day I contacted BBB to say we still had not heard from them. Office lady is extremely rude. My husband did NOT clear for them to  come out this week. He said he had to check with me to see if I was available and the time Culligan wanted, I was not due to a prior engagement. Office lady again was rude when I tried to ask what model they are replace it with because clearly this model has an issue getting plugged. And to answer the snark in previous email. We have called. We have asked you to come fix it. We have told you the water is hard. You fight argue and your sales *** **** says he won't come out. ***** why we are frustrates with you and got the BBB involved. They are suppose to be here May 16 at 9 am to put in new system that we still don't know if there is a warranty, or anything with it. But when we try to ask questions, we were told we were being difficult. 

  Customer Answer

  Date: 04/28/2025

  Someone from Culligans tried to call my husband at 6pm today. Left no message. I want to make it clear per the manager not **** the service manager who can't speak English. I talk to the manager Thursday April 24th at 320 pm and told him I would ****** available for install tomorrow. Which is what I think they are pushing for. We had agreed on May 16 at 9am to 1030am for installation. If they come back and try to say it was set for tomorrow, no, I called ans said I was NOT available. They have tried to bully myself and my husband and when the manager asked about May 9, I said no because my husband was away on a business trip and his response was so what. He can stay home to get this. We finally agreed on May 16. I want them to test the hardest before and after to see if they have solved this issue. 

  Customer Answer

  Date: 05/09/2025

  The BBB did get a response. They are coming May 16th. We will see if they show up and how this new system works and actually makes my water better. I will be pulling samples before and after the new system is installed and having an independent company test my water and making sure that culligan gives me what they sold me on...better water.