Complaints

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

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  Culligan Water of St Louis

  630 Spirit of Saint Louis Blvd Chesterfield, MO 63005-1005

  
• 

  Culligan Water of St Louis

  17 Rebel Pkwy Belleville, IL 62226-6820

  
• 

  Culligan Water of St Louis

  313 S Kingshighway St Perryville, MO 63775-1907

  
• 

  Culligan Water of St Louis

  2021 Themis St Cape Girardeau, MO 63701-5121

  
• 

  Culligan Water of St Louis

  110 E Woodlawn Dr Leadington, MO 63601-4460

  

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:10/03/2024

  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.

  Culligan insisted I pay for a whole month (after I cancelled my service due to improvements in the water system in my area in the middle of the month). I received a bill for the whole month, and when I called and said I had closed my account mid-billing cycle, they did not tell me I would not receive a refund. When I called today and asked for a refund and was told it was "corporate policy" not to issue refunds. If I had known that, I would have waited another billing cycle and then just paid the balance due. This was NOT told to me before I issued my final payment.

  Customer Answer

  Date: 10/03/2024

  Address for Culligan:

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

  

  Business Response

  Date: 10/04/2024

  The customer has a credit of $20.44 not a bill with us.

  Customer Answer

  Date: 10/07/2024

  Thank you so much for helping me!!  You are the BEST!!

  The business called me and offered me a refund. Told me it will take "6-8 weeks" to process and they have to mail me a live check. I would like this matter to be kept open until I receive the payment. 

  Thank you!!
  

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

   

• Initial Complaint

  Date:08/20/2024

  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.

  I requested to cancel my account on August 8th, after they could not provide service within roughly 30 days from my request. They refused to remove my equipment within the month, so I told them to cancel my account and do not bill me for services for their lack of technicians. I offered to remove the equipment and drop it off, which they ignored. I have now been charged for a service I canceled. They offered a free month to me if I kept the service, but did not provide the discount to resolve the issue (having it in my home even though I have officially canceled). They are offering a refund, but are claiming it can be anywhere from 7 business days to possibly 8+ weeks. I specifically said to cancel my account and remove the equipment before I was charged again on August 20th for services. I should not be paying for a service that I have explicitly canceled, but they refuse to remove in a timely manner.

  

  Business Response

  Date: 09/06/2024

  Hello, 

   

  The General Manager spoke with this customer the day after this complaint. The customer seemed satisfied by their communications. 

  Customer Answer

  Date: 09/06/2024

  Complaint: 22170720
  
  I have reviewed the business' response and am rejecting it because:
  
  This is not true: "seemed satisfied by their communications"

  The general manager called to see if he could keep me on as a customer. He offered to come service my equipment personally. They are schedule to come out on 11 September to remove (nearly a month and a half after my initial request). The only canceled my auto pay today (Sept 6 2024). I had to complain when they took an additional payment out after I specifically ask for them not to. They offered a free month, but only if I would try it bypass mode, but took it away when I said I would, but I still want the equipment uninstalled/removed. There is nothing that can be done at this point, since they are removing it next week. General manager was awesome to talk to, very nice and down to earth, but I definitely wasn't "satisfied". I was content that their was nothing that could be done at this point. This issue can technically be closed... however, I don't want the record to show they did anything to actually resolve the issue/complaint (service the equipment in a timely manner, uninstalling when I no longer wanted it, and not billing me when I specifically asked for them to close my account immediately).
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/30/2024

  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.

  Approximately 2012-2013 I leased a water softener from Kamms soft water in ****, **. No contracts were ever signed. Sometime earlier 2023 Culligan water softener purchased Kamms soft water company. I paid the normal monthly rate and oct of last year I had very low water pressure and called the local water company who recommended check our water softener. I found the softener spraying water all over my basement. I contacted the emergency line for Culligan and they talked me through turning the softener off to stop the leak. The sent a repairman to come out and was told that the unit couldnt be repaired. But the monthly billing kept coming and the only other option would cost a ridiculous amount. I was never told they needed to pick up the equipment that according to them couldnt be repaired. I signed up with another company and they removed my useless equipment. When I called to cancel and ask why I was billed for months when I had a useless piece of equipment, they said they still needed the equipment back. The equipment is gone, ** still getting billed and have emailed and heard nothing back. I want this dropped and credited to my account and my account closed with **********************.

  

  Business Response

  Date: 01/31/2024

  The first time we were called to service the Kamms equipment for the ************************* account was over a weekend in September when the customer reached one of our technicians for an after hours call to bypass the unit. We scheduled the first ever service call for this equipment for 9/26/2023. The technician did diagnose the equipment and determined that an upgrade was needed as the equipment had reached the end of it's life. The technician noted that the customer requested it be kept out of service. During the month of October our water expert and the customer spoke about an upgrade and in the end the customer reached out to us on 11/1/23 to tell us they purchased a softener elsewhere. There is a note that the customer was told by the ********************** expert that they could dispose of the unit. This is not policy and the water expert was coached on this. Prior to the initial call to us in September there was no notification to Culligan that the unit was not in working condition so the monthly recurring rent was charged in accordance with the buy out of the Kamms business. The customer was behind several months in the first half of 2023 but did pay the recurring cost and stayed current thereafter. 

  We will be refunding the customer the recurring rent for the equipment that was paid in October for September and the rent that was paid in November for October as these two month the equipment was offline and not functional. The monthly recurring rent was $26.00 per month. The total refunded to the customer will be $52.00. Any recurring rent that took place after October that is on the customer's account will be credited off and the equipment will be deactivated on the account. We will not pursue ************************* for the cost of the disposed equipment as he was directed by the water expert to dispose of it despite the unit being able to be used for parts on future repairs of other units. The refund check will be processed by our corporate office and will be mailed directly to the customer. This process usually takes no less than 14 days from the day that the corporate office received the request. If ***** would like to reach out to the office in 14 days for an update on the refund process they are more than welcome to do so by calling the office at ************ and asking to speak with *************************, Office Manager for our dealership.

  We can provide a transaction note history from the account as well as the service call history and service ticket notes from September if requested. 

   

  Customer Answer

  Date: 02/06/2024

  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. Thank you! 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 03/04/2024

  FYI, even though I accepted their offer, I am still getting their bills... 

   

• Initial Complaint

  Date:11/14/2023

  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.

  Location: ************************************************** They were to deliver salt to me. The guy that cut my grass heard water gushing into the holding tank in the sewer system. He said it had been doing it for 2-3 hours. I was out of salt and I had it disconnected. I called them out to correct this and they charged me $166.50 - $165.00 + $1.50 and the reference number is *****. The due date is 11-20-23 and I just got this. I should have at least 30 days to pay this bill from time of service. It should be due 11.31.23. The serviceman was here on Oct. 31, 2023.My complaint is with the billing and that it should not be so much.

  

  Business Response

  Date: 11/30/2023

  Customer has a system that was install 6/27/1996 and wanted a service technician to look at her system.  ********* was informed by myself prior to sending a servcie technician, that there are no parts available to fix her softener.  ********* insisted I send a technician regardless.  I sent a technician out on 10/04/2023 to look at the softener for *********.  Per notes from the technician, the softener was in bypass and unplugged.  

  ********* called to complain about receiving a bill after requesting a technician to look and service her softener.  Our service call fee is $165.00 per call plus parts.  ********* then called me back and said she though it was ridiculous to have to pay for a servcie call, when we could not fix her system.

  On 11/16, I credited her account in the amount of $166.50, which is attached to this responce.  There is no bill due, nor no money owed to Culligan Water. If you need any further information, my email address is:

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

  Phone:  ************

  Thank You,

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

  General Manager

  Culligan Water of Leadington

• Initial Complaint

  Date:10/20/2023

  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.

  After dealing with an installer who done nothing but complain about how this compy made him work after surgery.I, who am a chronic pain sufferer, retired combat veteran had to do half the work and heavy lifting at the installer was sent by himself to do a job Nearly two years later after a power outage I had issues with my water softener the previous person I mentioned had to install.CULLIGAN said they would send their expert out, happen to be the same guy, he just flicked the softener with the tips of his fingers and told me he doesn't know a thing about these, that he just installs them.Culligan sent me a rating invite by email, I filled it out and a few days later got a call from Culligan bevsydr I was honest in my review .At the end of the conversation, the person who claimed to be the supervisor stated that maybe I shouldn't busines with Culligan anymore. So his suggestion not mine.Nearly a month goes by and I'm still getting charged rental fee on my water filter system.So I hired a licensed plumber to remove it, and I return the entire system back to Culligan in person.The supervisor was the person who waited on me, he asked my name twice and said he would personally take care of it.Now I returned the system in an old Amazon box that has a mailing label on it with my full name and address.I was borderline in tears with two pinched nerves and a bulging disc.Here it is, three weeks later, and they are still taking money off my credit card first system I don't have, they are still collecting a business fee that they suggested should end.Park hills Culligan is obviously not above fraud.

  

  Business Response

  Date: 11/09/2023

  On 9/26/2023 ****************** returned his total defense filter, filter housing and faucet to Culligan Water of **********, **.  At that time, I went in to ********************** account and ended what I thought was his rental service.  Unfortunately, I only closed his filter service and mistakenly left his rental charge open for his total defense water system.  I did not know we were currently charging ****************** a monthly rental fee for his Total Defense system.  This was my mistake and I take full accountability for this. Once I received this complaint, I took a look at ********************** account and realized we needed to end his monthly rental and refund him in full for the total defense water system.  Two refunds have been issued to ******************, one for $14.50 and a second refund for $31.20.  ********************** account has been closed out with Culligan Water and he will no longer be charged a rental fee for the water system he returned.

    I have attached a copy of the refund that has been issued.  Please let me know what I need to do going forward.  I would like to have this case setteled and closed.  

  Thank You,

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

  General Manager

  Culligan Water of **********

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

  Customer Answer

  Date: 11/10/2023

  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:04/25/2023

  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.

  Culligan Water send me a bill in January 2023 for equipment rental and previous balance. I attempted to reach out to them on January 14, 2023, March 25, 2023, and April 25, 2023 to ask about the rental equipment, rental agreement, rates, etc. and I informed them that I don't have service with Culligan, nor do I wish to have service with them. They have not responded with the requested information.
  
  On April 25, 2023, I received a letter from Culligan stating that I had to immediately pay a balance or be sent to collections. I wish for Culligan to respond and remove the charges and make sure this is rectified.

  

  Business Response

  Date: 04/26/2023

  ***** was a customer of a company called Kamm Soft Water, the company was purchased by this dealership at the end of 2022/beginning of 2023. All of those customer's are now our customers and they all were sent letters on this. This customer was told this on the phone by our Office Manager, ****** *****, and ***** stated that we need to prove it's our in order to get him to pay or to give the equipment back. 

  I have reached out to previous owner of Kamm Soft Water and he told me that yes, ***** has been paying rent on the unit for years. He will be back in town on Friday and I will get records of this from the previous owner so hopefully we can get this settled. I will update this complain at that time. 

• Initial Complaint

  Date:04/05/2023

  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.

  In February 2021, I entered into an agreement with Culligan Water located at ****************************************************************The agreement was to rent and install a water softener and water filtration system in my home.The Sales associate was ***** who promised a fixed monthly payment of $79.00. ***** promised and guaranteed me the price would never change so long as I rented their equipment.During my installation, I was encouraged by the gentleman installer to purchase my own salt due to the ****** inflated salt prices Culligan Water charged.I have had to request Culligan not to deliver salt to my residence about every 3 months. There has been 2 occasions where salt was delivered despite my requests that required me to pay for the salt. In addition, to the delivery the invoice claimed the delivery included an inspection of the rented equipment which never occurred.On 2/18/23, I emailed my concerns about the salt cost and lack of inspection to their office. On 2/20/23, I received a generic response from ******** who ended her email to me saying if I had further concerns to feel free to call or email her which, I did. I requested Culligan to stop all future salt delivery. ******** never responded. On 4/4/23, I received my next invoice showing my monthly bill increased from $79 to $90 without any prior notification.On 4/5/23 at 09:07 am, I called Culligan customer service and inquired about the increase. I was told it was because of inflation. I spoke with Manager, ****** who stated other customers claimed ***** now retired made the same promise to them. This is deceptive business practice and if this was known, it shouldve been addressed by Culligan leadership.In addition, ****** looked over my contract and couldnt find price increase disclosures and told me she would call me back same day, but never did.Culligan Water needs to honor the agreed amount and tell their sales representatives to stop making promises they know cant be kept.Thanks

  

  Business Response

  Date: 04/06/2023

  We have the wrong location.  It should be assigned to the ********** location:  *********************************************************

  

  Business Response

  Date: 04/06/2023

  This complaint needs to be reassigned to the **********, ** location - **********************************************************  

  

  Business Response

  Date: 04/25/2023

  Attached is the complete contract of which the customer receives an electronic copy of at the time of the sale. 

  Our Office Manager, ****** Music had a conversation with the customer and below are snippets of the conversation:

  1. Said ***** told him price would never change.
  a. pulled contract and advised the portion that says pay **** and can change and I am sending him a copy via email.
  b. Apologized if the verbiage ***** used insinuated there would never a price change and I would let GM know to discuss with sales personnel to ensure that the verbiage was clear that price increases may occur.
  c. Said he never reads contracts and small print, and no one does only went on Jerrys word. Advised we have had complaints about salesmen on various things before but have no way of verifying this instance as ***** is no longer with us due to retirement.
  d. Reverted his rate back for one year ($11.20 a month less) stressed that next year will revert back and if any new increases we will not be able to make any changes.
  2. Upset on the communication style and budgetary issues
  a. ******** stated he pulls statement up on his phone and hard to read and does not stand out. Advised would pass that information on.
  b. Feels as large a company as Culligan should send letters sent to customers a few months out so they can adjust. Explained that while I could see his point and could pass that on as well there would be added expense for mailing separate notifications and we have the price increases due to prices increasing for us already with fuel, parts, and equipment costs.
  c. Budget wise I used analogy of groceries and electric company and others who raise prices with no notification and that we did make a notification on the previous statement alerting the price change rather than no notification.
  d. Discussed the impact on people on fixed incomes and older people tried using compassion on that and understanding elderly using my mom on fixed income.
  3. Culligan reputation is why he went with us and feels we want to sell but not doing steps customer service wise to prepare for increases.
  a. Advised that we are under new management is customer service is top priority for us
  To summarize;
  1. The Water Consultant, *****, who was involved is no longer with the company.
  2. We have rolled back and locked in the customer's pricing for 1 year despite there not being anything written into the contract that has any signatures on a price increase. 

  

  Business Response

  Date: 04/25/2023

  Our Office Manager, ****** Music, spoke with the customer and clarified several things in regards to the customer's complaint. 

  We take customer feedback very seriously and thanked ****************** for bringing his complaints to us.

  Resolution:

  We have rolled back the customer's pricing to the original pricing and offered to lock in this pricing for 1 full year to which then the price will revert back to the price post increase. 

  Customer Answer

  Date: 05/01/2023

  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,
  
  *******************

  Customer Answer

  Date: 05/01/2023

  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:03/30/2023

  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 began ordering water from Culligan on 9/19/2018, order ID#****. I had no issues until April '22 when they quit knocking or ringing a bell on deliveries. Then on 9/16/2022, they delivered and charged for 4 bottles instead of the 3 I had been getting for the last 4 years, and once again did not ring a doorbell or knock to let me know they were here so that I could return empty bottles. At this point, I had 6 empties and 7 full bottles of water. I expressed my concern to ******************************************************** and suspended my order indefinitely. Afterward, I received a bill for $65.40. I received a past-due notice for $68.67 on 11/15 and called and spoke with a female representative about the issue around this time. I informed her that I would not be paying this bill because I have their bottles and that they actually will owe me money after they get returned, and that once all the bottles were empty they could pick them up. This should have been noted on the account, I was later told it was not. I continued to get past-due notices in the mail. I made another call to the office to once again explain the situation that should have been noted. In February of this year, I received a letter threatening to send my account to collections. I sent a message to Culligan explaining the situation yet again, stating it was laughable that they were threatening collections when I had explained the situation to them multiple times. I got a response from ***************************** on 2/22 finally stating that he could set up a one-time pickup to get rid of the empties and get *********** back. On 2/28 my account was sent to ****************************, ********'s collection agency. I called on 3/30 to set up the one-time pick-up I was offered, ****** himself told me it was too late and that it was already in collections. He refused to help remedy the situation in any capacity and even avoided giving me contact information for his managers when I asked. I still have 4 full and storing 9 empty bottles.

  

  Business Response

  Date: 04/05/2023

  Dear ******************. We certainly understand your frustration in getting your empty water bottles picked up by our driver on the day of your last water delivery. While it is a common occurrence for our customers to leave their empty bottles on a porch or driveway, it was noted in your file to knock on the door to retrieve your bottles from inside and we apologize for that request being overlooked by our route driver. At the time of this event in September, we received a request from you to suspend our recurring water delivery service. When water delivery service is paused, it also pauses pick up of empty bottles as the home address is no longer on our route. Perhaps this was not adequately communicated at that time. We apologize for the trouble you experienced when trying to get assistance from our team to resolve this issue. While we have policies in place to protect the health of the business, it is well within our ability to make exceptions in order to provide the exceptional customer service that our ********************** customers have grown accustomed to experiencing. As discussed with management later in the day on 3/30, we have scheduled a trip to retrieve your bottles on Thursday, 4/6, and credit you for the bottle deposits that are currently showing past due. We appreciate the many years you were a Culligan customer and would welcome the opportunity to earn back your trust in the future.

  Customer Answer

  Date: 04/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that upper management finally provided a resolution that was satisfactory to me, although I have not received verification that my account has been removed from collections.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/13/2023

  A voicemail message was left for ****************** this morning confirming for him that collections no longer has his account. It is closed with them and deleted. I left my direct phone number for him if he has any additional questions or concerns. We would be happy to help. Thank you.