Complaints

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

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• 

  Hall's Culligan Water

  10821 E 26th St N Wichita, KS 67226-4524

• 

  Hall's Culligan Water

  1018 W Monroe Ave Norfolk, NE 68701-6638

• 

  Culligan of NW Arkansas

  305 Commercial Ave Lowell, AR 72745-8881

• 

  Culligan of Ravenna

  7176 State Route 88 Ste D Ravenna, OH 44266-9189

• 

  Culligan of Ann Arbor / Detroit

  46902 Liberty Dr Wixom, MI 48393-3600

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:05/23/2025

  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.

  Cancelled my services with Culligan water delivery in Dec, 2024. They are holding my deposit since then. I have called 2-3 time a month asking for my deposit back, which they said has been processed and I will have it in 2 weeks. Yet, 6 months later I do not have my deposit. Every time I asked to speak to a supervisor, I am told none are on duty at the time, I request a call back, and I do not get a call back. They cannot hold my money when I have returned all of their products back.

  Business Response

  Date: 06/02/2025

  Culligan of San Diego has processed consumer's refund as of June 2, 2025 and apologize for the internal miscommunication that delayed this action. Refund will be issued from corporate office on June 4, 2025 via USPS. 

• Initial Complaint

  Date:05/10/2025

  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.

  We reached out to Culligan water of Ventura in October 2024. We are now in May 2025 and the service has remained atrocious. We pay monthly for full home filtration, we pay $133 a month for service and they haven’t been out once to service the water softener. Their customer service is terrible and we had to call three times and get incredibly stern to get a technician out. They scheduled for the 12th and proceeded to show up on the 10th with no notice when we were not home.
  
  We have no clue what service was done and due to showing up on a Saturday there has been zero communication.
  
  This company has shown an alarming lack of professionalism which is terrifying when dealing with something as necessary as water.
  
  This company should not be in operation and I see from Google reviews I am not the first person to file a complaint with the BBB.

  Business Response

  Date: 05/13/2025

  Good Evening, This is ****** **** the general manager for Culligan of Ventura County.

   

  I apologize in the delay for response, I will investigate this tomorrow morning and reach out to resolve by end of business.

   

• Initial Complaint

  Date:04/28/2025

  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.

  ***** ********* of Halls Water Jeff city, on or about 1/27/25 defrauded my elderly mother and myself. He outright lied and misled us about the cost of the equipment, the terms and financing for the equipment (interest, time), and who he was signing us up with, **** *********. We absolutely did not understand what we were signing up for. He also lied about the promotion of 6 months no interest/no payments. According to **** ******* I’m already late on payments and if loans are not paid off in July then I will be charged back interest for those 6 months. He never gave us any financing papers to look at. He waited till I had to leave for work to send a document by docusign knowing I was rushed. You can’t read anything on there anyway. As soon as you type out your initials and signature it jumps to the next sig line. He came into our home, and after learning of my fathers death(suicide) recently and the financial and emotional hole we found ourselves in, still stood there and sold us equipment he knew we could not afford. He knew we did not fully understand most of what he was talking about. He knew we did not fully understand the water sample results he gave us and then scared us into buying even more equipment. I only inquired about renting a water softener and I now have 2 loans with **** ******* and a LIEN on my property! They call it a security interest, but it’s pretty much a lien. It will be impossible to sell my property after my mom passes away. Which I also spoke to ***** ********* about. I told him I could not afford much and after my mom passed, she’s 78 and in poor health, that I would probably have to sell and wouldn’t be able to afford any of the equipment. He used every tactic to mislead and deceive us. Only after all this did I do a simple google search on **** ******* and it’s dealers defrauding people and the $46 million settlement with the Federal Trade Commission.

  Business Response

  Date: 04/30/2025

  Good day all, **** ******* had 2 installs done the initial order was for a Softener and a reverse osmosis unit after that initial install she called our sales representative asking what to do as her water was still not to her satisfaction, ****** recommended the additional equipment that she would need and she agreed and signed the contract we can't move forward if we don't get a signed agreement I have included the 2 forms that she signed on two separate occasions that show we have completed our installation also  all the financing information is sent by **** ******* via email and is not from Culligan. Once she signs those agreements with that financial institution we move to the next step and call the customer to schedule a day and time for installation. We can't do that installation if the customer doesn't sign the loan agreement, we (Culligan) don't do financing therefore we use a third party to handle the financing. She should have emails from **** ******* with all the details of the 2 loan agreements. 

• Initial Complaint

  Date:03/21/2025

  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.

  Culligan of Denver came to our house on January 28, 2025 to replace a whole house filter housing that was leaking. The Culligan tech dispatched cut our water line without turning off the house water supply, resulting in a flood in our mechanical room, that spread to our guest bedroom closet. As soon as it happened, I rushed downstairs to shut off the water main. I spent three hours of my own time on that day with my wet vac cleaning up the water in the mechanical room, and emptying and pulling the carpet up in the guest closet. Just by chance, I had our carpet contractor there that day during this time help me with lifting the carpet - he subsequently had to come back to put the pad and carpet back in place after it dried out. The tech that day was apologetic about this disaster, and patched up the water lines without replacing the housing, as he didn't have a new one on the truck. He said that there would be no charge for the service call as a result of flooding my home. A second Culligan tech came on 2/10/25, replaced the filter housing without incident, and I received the bill on 2/10/25 for the filter housing part, and promptly paid for it $182.00 on 2/11/25. I then was surprised to receive a new statement with a service charge of $174.00 on 2/28/25 for the installation. I called Culligan's customer service team, speaking with **** on 3/12/25, requesting a call back from Service Manager ***** to explain that I didn't want to pay for the service, but already paid for the part. He didn't call back, so I called Culligan Customer Service again on 3/14/25 and spoke with ******* - again no call back from *****. As of today, (3/21/25), my Culligan statement shows an unpaid balance of $174 that I want removed from my account because of the incompetence of the first service tech that caused a flood in my home, and the amount of time that I had to spend cleaning up the mess that he caused, as well as having my carpet guy come back to fix my guest room closet.

  Business Response

  Date: 03/24/2025

  I spoke with **** this afternoon. His request was fair and was resolved today. We have removed the charge from his bill. 

  Customer Answer

  Date: 03/28/2025

  
  
  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:03/14/2025

  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.

  I originally started service in 2022 at residence #1 with Culligan of Omaha. When I moved to residence #2 in March of 2024, the phone associate told me I could not transfer my contract and I would have to start a new contract to which none of there special new customer offers would apply. The person who purchased residence #1 also was forced to start a new contract with Culligan even with the equipment installed already. They informed me that if I didn't install at my new residence #2 address I would have to pay a termination fee for the 1st contract which they wouldn't transfer but wanted to hold me liable for. I had service installed April of 2024 - paid monthly fees for several months and then called in to cancel service as they did no maintenance with salt delivery and it wasn't worth the $50 per month - I agreed with the branch manager that I would pay the fee to have the equipment removed of $156 which happened in late 2024. When I sent payment I sent a notice advising that my payment was for settlement of the account as the GM and I had agreed upon. They posted my payment but did not close the account. They have sent me multiple emails to which I responded I do not owe this amount. They have called me requesting payment and now they are sending people TO MY HOUSE with threatening flyers about pressing charges for the equipment that I have. The equipment was removed in late 2024 so I do not have the equipment. They are hounding me for 2 months payment which I have repeatedly said I DO NOT OWE. They are now sending me emails threatening collections if I don't pay them. No one on the frontline can resolve anything without it going to the GM and then when the GM makes an offer they don't abide by it. All of this for $100 when they are in the wrong is unprofessional and I have called to advise them they are to no longer come on my property to leave their nasty grams on my door. It is harassing and unprofessional business practices - I would never recommend them.

  Business Response

  Date: 03/17/2025

  Dear BBB,
  We are writing in response to the complaint filed by *** ***** ******* regarding her account with Culligan of Omaha (Account *******).
  We take customer concerns seriously and have thoroughly reviewed the details of
  her case, including the timeline of events and our efforts to address the
  issues raised. Below is a comprehensive account of the situation from our
  perspective.
  Timeline of Events and Account Details:
  Initial call for service
  (April 2024):
  *** ******* initiated service with Culligan of Omaha in April 2024. During
  this time, she was informed that her previous contract could not be
  transferred to her new residence. She was made aware that rental charges for
  the equipment installed at her new location would apply, starting in April
  2024.
  Second Call to Customer
  service (June 2024):
  As a goodwill gesture, Culligan waived service call fees totaling $156.45
  and $139.10, which were fully removed from her balance. However, it was
  explicitly communicated to *** ******* that the rental charges for the
  equipment, dating back to the installation in April 2024, would remain due
  and were not part of the waived charges.
  Payment received (July
  2, 2024):
  On July 2, 2024, *** ******* submitted a payment of $156. This payment was
  applied to her outstanding balance. However, *** ******* included a note
  on the memo line of her check stating "payment in full." While
  we understand that she intended this to be a settlement offer, we must
  clarify that the memo line on a check is for personal reference only and
  does not constitute a legally binding agreement. By cashing the check,
  Culligan accepted the payment but did not agree to waive the remaining
  balance. The payment was applied toward the outstanding balance, leaving a
  remaining balance of $104.86.
  Customer disputes
  charges (November 2024 - January 2025):
  In November 2024, *** ******* began disputing the charges on her account,
  stating that the equipment had been removed from her home in fall 2024 and
  that she should not be charged for services she no longer received. She
  also claimed that the $156 payment should settle the account in full. In
  her emails dated January 3, 2025, *** ******* reiterated that Culligan had
  cashed the $156 payment with settlement terms attached and demanded that
  the remaining balance be written off, referring to prior phone conversations
  she had with our team.
  Collection notice issued
  (January 3, 2025):
  In response to *** ********* overdue account, a collection notice was sent
  on January 3, 2025, informing her that her account was 90 days past due.
  The remaining balance was $124.86, and the notice explained that services
  had been discontinued. It also gave her a 20-day period to cure the
  default and avoid further action.
  Customer correspondence
  (February 2025 - March 2025):
  *** ******* continued to dispute the charges in emails sent on February 7,
  2025, and March 7, 2025. She reiterated that the equipment had been
  removed from her home and expressed frustration that she was being charged
  for services that no longer existed. She also requested that Culligan stop
  sending representatives to her home.
  Account status (March
  2025):
  As of March 2025, after applying *** ********* payment of $156, the
  remaining balance on her account stands at $124.86, which includes late
  charges for the equipment that were not part of the original waived service
  fees. We have made the decision to waive all late fees on her account, and
  the remaining balance has been reduced to $104.86. This amount is valid
  and reflects the rental charges for the equipment that was installed at
  her residence.
  Response to Claims:
  As part of Culligan’s
  standard collections procedure, we make multiple attempts to reach
  customers by phone to resolve past due accounts. If we are unable to make
  progress or secure payment through these calls, we send a representative
  to the customer’s home to personally deliver a letter. This letter serves
  as a formal notification that, despite our attempts to resolve the issue
  over the phone, the account remains past due. The intention behind this
  visit is solely to provide written notice of the overdue balance and is
  not intended as a threat.
  Harassment Allegations:
  We understand that *** ******* may feel frustrated by our collection efforts, and we sincerely
  apologize if any of our actions were perceived as harassing. That was
  never our intention. At Culligan, we strive to treat all customers with
  the highest level of respect and professionalism. Upon review of our
  communication process, we have made adjustments to ensure that any further
  interactions with *** ******* will be handled with care and consideration.
  Going forward, we will refrain from sending any representatives to her
  home and will ensure that all communications are conducted in writing or
  through her preferred channels.
  Payment discrepancy and
  Memo line claim:
  *** ********* claim that the $156 payment was intended to settle her
  account in full is not consistent with Culligan’s understanding of the
  situation. The note on the memo line of the check, while it may have been
  meant as a settlement offer, is not legally binding and does not override
  the actual terms of the agreement. Culligan’s policy clearly states that
  the rental charges for the equipment installed in April 2024 were due, and
  this was communicated to *** ******* at the time. As a result, her payment
  of $156 did not fully satisfy the balance owed.
  Resolution Attempts:
  Culligan has made multiple efforts to resolve this issue amicably. We have
  communicated with *** ******* via phone and email, provided detailed
  account statements, and offered clarification on the charges. We understand
  her frustration, but we stand by our actions in handling the situation
  according to our policy. Our goal has always been to resolve this matter
  without escalation and to maintain a positive customer relationship. We
  take great pride in our ability to create a good customer experience, and
  we regret that this issue has escalated to this point.
  Account Resolution:
  At this time, we have waived all late fees on *** ********* account. The
  remaining balance of $104.86 is due, and we are hopeful that this matter
  can be resolved without further escalation. We have made every effort to
  communicate clearly and work with *** ******* to address her concerns, and
  we are still open to discussing this matter further to reach an amicable
  resolution.
  We hope this explanation provides clarity on the situation.
  Culligan of Omaha values its customers and strives to handle all disputes
  fairly and professionally. We wish to resolve this matter as efficiently and
  respectfully as possible.

• Initial Complaint

  Date:03/08/2025

  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 will admit I was struggling with my bill but I was struggling because I was having to purchase salt because Culligan did not deliver salt on time. I was told an amount I needed to pay to catch my account up n then id receive salt so I paid that yet no salt was delivered. I was told at the beginning of the contact with 2 witnesses present that we were renting to own the water system yet a few years later im being told I'm only renting it n they don't sell them but they advertise online that they do in fact sell them. I was never told I was under a 6 year contract to rent the equipment yet now I'm being told I am. The gentleman who installed n explained everything to me assured me I was buying not renting. The equipment never fixed my water problem even after having the company come back out several times. Very poor response time from office personnel when there was a problem.

  Customer Answer

  Date: 03/11/2025

  Culligan has sent her a contact that clearly isn't my signature n saying it's DocuSign which I never signed... everything I signed was on actual paper.  Trying to say I agreed to a $200 early cancellation fee which I never did because I was suppose to be buying the equipment not renting it 

  Business Response

  Date: 03/14/2025

  *** *********** has a long history of being past due on her rental account.  We do have a signed contract from her which we shared with her at the time of the install and again last week.  She has a 60 month rental agreement.  We do sell units and we rent units.  However, we do not "rent-to-own".  As you can see from the paperwork it is all spelled out.  Unfortunately, her not making payments was the only reason she was not getting products and service from Culligan.  

• Initial Complaint

  Date:02/25/2025

  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.

  We had a tech to our house for our annual maintenance. While there, he noticed the filter was leaking. He bypassed the filter so we could assess next steps. In doing that, he caused excess pressure leading to a burst pipe elsewhere in our basement that required emergency plumbing service to have a valve installed. This was a $2000 expense. We have tried contacting this business a minimum of 20 times and they refuse to call us back or respond to our emails. They continue to send us billing notices for what they feel we owe them for the maintenance visit. We, however, expect them to make us whole for the damage they caused.

  Business Response

  Date: 03/06/2025

  Good day,

   While we are sympathetic to your concerns, we are not liable for the water pressure entering your home. Putting the system in bypass merely returns your water flow to what it was prior to our system being installed and the bursting pipe was likely bound to happen eventually. Our system may have been reducing the pressure of the water entering your home, but the functionality of bypassing has to be available to us (to service equipment) and would not be the cause of the pipe to burst. The cause would be your high-water pressure. This was discussed at the time of the incident and liability on our end was dismissed. I hope you still understand our point of view and if you are in need of direct communication, please feel free to reach out to me directly.

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

  Culligan of Denver

  General Manger

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

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

  Customer Answer

  Date: 03/06/2025

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

  This has never happened in the past. This was not explained on site. Beyond that, we never received a call to discuss this or the matter that our new system was leaking, which was the original reason to bypass. Our system has not been fixed and we’ve been left without its use for months. No one will return our calls to discuss reasonable resolution. We have been ignored since this occurred, making us feel like you have left us with the mess and broken equipment without any conversation. This gives us zero confidence.
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 03/14/2025

  I was unaware of the miscommunication and attempted to call directly. I left a voicemail to call me back. I would like to make this right from a service standpoint- if your system is not currently being utilized, we will fix that asap. We can have a technician come out next week.

   

   However, we would not be able to provide compensation for $2000 valve you purchased as it does not pertain to us. Please reach out to me directly at ************

   

  Thank you,

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

• Initial Complaint

  Date:01/14/2025

  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.

  Horrible company and the worst customer service (there is no service at all) - their carbon tank damaged my water heater and they could care less.
  
  I scheduled a maintenance to come and fix the issue with the filer. Their technician, *****, came and refused to fix the issue. I am without hot water for 8 days and the company doesn't care. An Independent plumber did the assessment and found that the water filter was blocking the water flow.
  
  They mistreat women and don't handle customer issues. I would never buy anything from them again.

  Business Response

  Date: 01/15/2025

  Our Dealership dispatched a technician to consumer regarding an issue with Culligan Equipment. It was found that the issue was not with the Culligan Unit, as this unit's main function is to eliminate Chlorine not Magnesium and Calcium.  At that time the consumer became upset, and Culligan Management instructed their technician to leave the residence.  A softening system is recommended for the consumer to eliminate the buildup.  Culligan would be happy to assist and conduct a follow up visit should the consumer decide to move forward with additional treatment. 

• Initial Complaint

  Date:01/07/2025

  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 cancelled the service with Culligan over 2 months ago and mad an appointment for them to come pick up their equipment. They said they would be out to pick it up between 10 and 12 on the assigned day. My daughter had set aside her morning to be there so they could pick up their equipment. They didn't show up until 1;30 and by that time my daughter had to leave to pick up my grandkids at school. My daughter called and tried to reschedule but they would never get back to her when they said they would. Over a month went by when she was finally able to talk to someone about it saying that we still needed the equipment picked up and that we did not want to be charged any more than we already had been charged because they did not keep their original time frame. They then refused to set up a new pick up time with my daughter saying they wanted to talk to me about offering a better deal So I had to get involved and take time during work to call them . I talked with a woman named ***** and explained the situation and she said she would call me back later that day because she needed to talk with her supervisor. She never called me back. I called her the next day and she told me the same thing and that she would call me later that day. She never did. I called her the 3rd day in arow and she finally said she would make a pick up time for me. The day she gave us was Christmas eve of all days. I said okay because I just wanted to get it done. I asked her what time and she said she did not know yet and they would contact me. Well on Christmas eve morning I got a call at 7;30 in the morning from the driver saying he would be by between 1:00 and 3:00. I said okay. I came home from an errand at 10:00 that morning and he was at our home. Now they are sending me text messages trying to collect an extra two months' worth of charges. I don't feel I should have to pay anything considering they did not keep their assigned time frame not once but twice.

  Business Response

  Date: 01/15/2025

  Culligan of Santa Ana has communicated with the consumer and has waived all remaining fees on account and sincerely apologizes for any inconvenience caused due to the rescheduling of appointments. 

  Customer Answer

  Date: 01/15/2025

  
  
  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:01/07/2025

  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.

  On Nov 21, 2024 I called Culligan for service to replace Osmosis drinking water filters.
  They told me that price will be $240.00.
  I agreed for that price and made an appointment.
  On Dec 2024 they did service and bill me $494.28 without informing me of the new price.
  They install unsolicited part $193.00.
  They spent 30min for service and charged $165.00.

  Business Response

  Date: 01/09/2025

  *** ******* 
  I apologize if there was some sort of miscommunication. What It looks like happened was when it was scheduled initially it was just for an annual set of RO filters and when the tech got out there, they saw that you also had a Total Defense filter. This filter is a specialty filter that is not included in the annual set. Based on your history it was purchased when you got the RO back in 2019 and unfortunately there are no notes stating that you no longer wanted the Total Defense filter, or if something has changed. (Below are some of the specs of the Total Defense filter if you would like to continue.) I can offer you a 10% discount on this filter and will honor another 10% discount the next time we change this filter and drop the service charge fee down to $145 on this bill and the next for the miscommunication. If next year you no longer want the TD filter the $145 would still apply for the service labor. If neither of these options will work, we can pick up the filter and remove that charge. Please let me know what works best for you and again I apologize if we did not convey all the information.  
  
  The Total Defense System has been certified by IAPMO R&T against CSA B483.1, NSF/ANSI/ CAN Standard 372, and NSF/ANSI Standard 42 for the effective reduction of Chloramine, Chlorine, Taste & Odor, Particulate Class I; against NSF/ANSI Standard 53 for the effective reduction of Cyst, Lead, Mercury, VOC, MTBE, Turbidity, Perfluooroctanoic acid (PFOA) and Perfluorooctane sulfonate (PFOS); against NSF/ANSI Standard 401 for the effective reduction of Phenytoin, Ibuprofen, Naproxen, Estrone, Bisphenol A and Nonylphenol. The Total Defense System with Aqua-Cleer faucet 01018604, 01018469 is not certified by IAPMO R&T against CSA B483.1. 
  Substance Influent Challenge Concentration mg/L Maximum Permissible Product water Concentration mg/L Reduction Requirements Average Reduction Standard 42 Aesthetic Chlorine 2.0 mg/L + 10% >50% 98.0% Chloramines 3.0 mg/L + 10% 0.5 mg/L 98.0% Particulate (0.5 - < um) Class I at least 10,000 particles/mL >85% 99.9% Standard 53 MTBE 0.015 + 20% 0.005 mg/L 69% 83.3% Cyst t Minimum 50,000/L 99.95% 99.99% Turbidity 11 mg/L + 1 NTU 0.5 NTU 98.0% Lead (pH 6.5) 0.15 mg/L + 10% 0.005 mg/L 99.3% Lead (pH 8.5) 0.15 mg/L + 10% 0.005 mg/L 99.3% Mercury (pH 6.5) 0.006 mg/L + 10% 0.002 mg/L 96.6% Mercury (pH 8.5) 0.006 mg/L + 10% 0.002 mg/L 95.4% Chloroform (VOC surrogate chemical) 0.300 mg/L + 10% 0.015 mg/L 91.0% Perfluooroctanoic acid (PFOA) and Perfluorooctane sulfonate (PFOS) 1.5 µg/L ± 10% 0.07 µg/L > 95.8% Standard 401 Phenytoin 200 ng/L ± 20% 30 ng/L > 95.6% Ibuprofen 400 ± 20% 60 ng/L > 95.4% Naproxen 140 ± 20% 20 ng/L > 96.4% Estrone 140 ± 20% 20 ng/L > 96.5% Bisphenol A 2,000 ± 20% 300 ng/L > 98.9% Nonylphenol 1,400 ± 20% 200 ng/L > 97.5% 
  

  Customer Answer

  Date: 01/09/2025

   
  
  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,
  
  
  
  **** ******