Complaints

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

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Culligan - Lake County Water Conditioning, Inc. has 2 locations, listed below.

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  Culligan - Lake County Water Conditioning, Inc.

  2215 W. Lincoln Highway Merrillville, IN 46410-5335

  
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  Culligan - Lake County Water Conditioning, Inc.

  8341 Wicker Ave Saint John, IN 46373-8879

  

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:04/10/2024

  Type:Product 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.

  Technicians came today and confirmed that my water softener (paid for in full) was installed incorrectly and hasn't functioned since it was installed over 6 months ago. I moved from ********; this is my first encounter with a water softener. I was put-off when I was told I needed one in my brand new house that I've only lived in about 6 months. Then I found out the cost and payment options from a consultation with their representative for my area. Thankfully, I was able to pay for it in full after closing on my home so I could save at least $4000 in the long term by not renting. However, I have concerns about the lifespan and maintenance service now. I don't trust the company. I was even dissatisfied with the drilling mistakes made during install. I live in a brand new townhome community and we all were referred to Culligan. There's no reason my installation should have had these issues. I'm not the first resident here to get a water softener installed. This cost me thousands of dollars and hasn't ever functioned. I'm not a water expert but ****** pet rabbit have been subject to acute prolonged hard water exposure. We've had health concerns addressed by healthcare professionals since moving in. Moreover, there are other companies and water softeners. I am considering my options, as I'm sure anyone in my situation would. Even though it has supposedly been repaired today, I was inconvenienced and had my work disrupted. I have no trust or confidence in the company. I've spent money on salt delivery and water solutions from stores while falsely assured the water softener, costing more than a mortgage payment, was installed properly and working. I was trying to figure out how to replace my shower head and get scale off of every faucet and dish. I feel scammed. I bought new shampoo and conditioner thinking that's what was drying out my hair. I thought my water was safe to drink. This can also affect the overall value of my home because of pipe deterioration from build up.

  

  Business Response

  Date: 04/19/2024

  /Spoke with customer 04/17/2024 to fully understand the situation at hand.  Had a very gpod conversation with the customer for over 90 minutes based on what concerns were expressed based on the softener not being operational for about 6-7 months.  Customer stated they have contacted the location with phone calls and emails about the system not working properly based on calcification on appliances with the softener "working".  The team members were advising her to check to salt to ensure it is not "bridged"/solid and to take a broom stick (using the handle) to loosen salt in the salt tank for the potentially operate how it should.  The customer called to have a salt delivery scheduled on 04/10/2024.  The delivery driver came out and saw the salt tank was still full and before installed in September of 2023.  The Driver called the office and let the manager know the situation.  The manager had a service technician scheduled for 04/11/2024, after receiving the call to fully inspect the system.  The installer/tech came out on 04/11/2024 and inspected the system and found the everything was good on the system except for the meter was not plugged in.  This prevented salt from being used in order to soften the water in the household.  Speaking with the customer and their loss in Trust in the company based on this situation and their first experience with a softener in general, the customer expressed what she has experiencing not being familiar with a softener nor not having a softener working from the day of install.  Utilizing additional lotions, additional cleaning supplies to clean stained areas, hair and scalp issues, concerns about her pet rabbit, etc...   I empathized, sympathized, and apologized based on the situation putting myself in her shoes.  We have discussed a couple of options for the customer: Credit on the delivery that was recently completed, also a partial credit/refund on the system, or a new additional system in the household after resolving the softener issue at hand.  I asked permission to have her original Water Quality Specialist to come out to look at the customer's different options.  The customer agreed for the individual to come out the next day to go over options, test the water, and inspect other potential issues.  I connected with the customer on 04/18/2024 and briefly spoke with them to see if they were available on 04/19/2024 so the services manager of the location and I are able to come to the house and inspect everything the customer was referencing to in the phone conversation.  The customer agreed.  I will be going to household with service manager on 04/19/2024 to inspect the system and continue to connect with the customer for a resolution and to regain the trust in the company.