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:12/17/2024

  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.

  There has been on going issues with this company since we had it installed March 8th, 2024. To start with when they installed their equipment the technician was careless and done damage to our brand-new home. Left the area they placed their equipment banged up with ****** taken out of our dry wall, marks and dirt smudges. We contacted the manager and we were meet with a negative attitude; he seemed very defensive about it like he didn't believe us even after sending him proof in the form of pictures and video. All they were willing to do was take off a few bucks on our monthly bill, it wasn't even enough to pay someone to come out and fix the damage. After that we have had several times that we needed to get into contact with someone and it would take weeks to get someone to answer the phone, this is still an issue with promises of returned phone calls that never come. The state of Missouri public service commission supervisor came out to our home to do an inspection and found that the pipes under the house (the * trap specifically installed by Culligan) were not up to code and exposed to the elements. We spent a month or more trying to get into contact with Culligan to set up a time that they would come by and fix the issue before the weather took a turn and we ended up with frozen pipes. We finally got them to come out the day before it started to freeze and that's only because we mentioned a lawyer. To add to this mess, we have been living in our new house since March, and we had only one full salt delivery since then. I specifically asked for them to come by when I was home from work and instead of knocking on my door, they left one bag (our tank was completely empty) to take care of two different tanks and they never let anyone know that they had been there. I was promised a call back but never received one. We are under a 36-month contract, our salt tanks are empty, and we are afraid that the hard water is causing damage to our new appliances.

  Customer Answer

  Date: 05/28/2025

  They have been better and addressed the issues we had at the time 

• Initial Complaint

  Date:05/22/2024

  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 April 24, 2024 I went to *************************************** Water business and purchased two bags of water conditioning salt and paid the $18.44 bill with my Discover credit card. An employee of Culligan loaded the two bags of salt into my car and I returned home. Today, May 22, 2024 I received the 3rd email statement indicating I had a Balance Due of $18.44 and the due date on the statement is MAY 22, 2024! In previous weeks I have made two trips to the local office and provided copies of my Discover card statements and expressed my concerns with their inaccurate emails and the possibility of having a Late Payment showing up on my credit report. My last visit I talked with *****, a representative from Culligan International who assured me the company was working to correct the billing error, will stop sending the emails and will not report any late payment to credit reporting companies.With the receipt of another email today, May 22, 2024, I am not seeing the results of any efforts on their part to correct this billing or prevent the report of any late payment.Account Number: ******** Invoice Number: ***************** Invoice Due Date: 5/22/2024 Balance Due: $18.44

  Customer Answer

  Date: 07/30/2024

  I believe Culligan Water Conditioning has cleaned up and corrected their billing. I am no longer receiving ******* notices asking me to pay for materials I paid for before I left their facility with the materials.

  Business Response

  Date: 08/06/2024

  We switched billing software in April of this year.  There were some billing errors in the month of May and ******************** is correct, that invoice should be closed and showed as paid.  We have contacted our AR department to get that credited to the customers account.  The customer does not owe for the invoice and it will be removed from his account as showing a balance due.  

   

  Thank you,

   

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

  General Manager

  Customer Answer

  Date: 08/07/2024

  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/19/2023

  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.

  I had Culligan water softening equipment installed in my home for over a year. During the installation, pipes under my home were cut and refit to route water to the new softener. This resulted in a loss of water pressure, but we deemed it worth it for soft water.After a number of months, we called for service because we werent going through as much salt as we thought we should. The technician at the time told us that it had been malfunctioning from day one. Someone from customer service walked that statement back, and cut the promised credit to a fraction.Flash forward a couple of months, and were still not going through salt. We called and cancelled salt delivery between the initial repair and today because we had 6 bags in storage. No follow up from them, no questions asked. Today, when the softener leaked and flooded my closet, I mentioned the salt issue again, and it was implied that its my fault we havent been going through salt because I didnt report it. Im not a water expert, Im not sure what the appropriate amount would be. I would think a follow up visit and actually testing the water would be part of a service.After over a year of service, during which my new appliances continued to build up hard water deposits, I have never had the promised soft water. Yet they are charging me 200 dollars for canceling what I never had.Further, they installed additional pipes in my home to accommodate the softener. Those pipes resulted in lower water pressure, but they are refusing to remove the additional piping. They left the work area a complete mess. I think a cancellation fee in this context, regardless of contract, should be waived completely. The credits for failed service, and the salt returned, should more than cover any fees.

  Business Response

  Date: 01/02/2024

  The softener was installed on 2-4-2021 and in the time from the time it was installed we delivered 34 40# pound bags of salt. When we removed the unit per the customers insistence, we also took back 8 40# bags of salt. In the time it was installed it used 26 bags of salt, thus the unit was working as designed. The only time there was an issue with the softener was on July 21-2023 and the service tech determined that there was a problem with the tank on the unit and He scheduled a replacement for August 10th, 2023. The repair done at this time obviously did not fix the issue diagnosed in July. The equipment worked as designed at the time of repair but did not continue to function as designed. We were not called and told there was an issue with the softener. Since we do not live with the unit the responsibility falls to the homeowner to keep us informed. Upon arrival the unit was found to be disassembled and disconnected on the inlet side. The closet was packed floor to ceiling with assorted belongings and the floor was wet although the items above and to the side were dry. There did appear to be water on the floor. We were instructed to remove the equipment and we did so. The plumbing in the home that was installed to have the softener was purchased and becomes the property and responsibility of the homeowner and will not be removed by our company. We have credited the cost of renting the softener and the 8 bags of salt that we picked up at the time of removal to the account from August to date. The customer was not credited for the rental charges on the drinking water system that was installed at the same time and has functioned as designed the entire time it was in the home.
  That is the extent of credits that will be issued. We will not charge the default charges due on the account for short term cancelation.
  
  The credit will be returned to the customer in **** in the amount of $252.48.

  Customer Answer

  Date: 01/02/2024

  Better Business Bureau:
  
  In response to complaint ID 21030254:

  The hard water deposits on appliances purchased after the softener was installed indicate quite clearly that it was not functioning as expected. Their own technician that did the initial repair stated quite clearly that the unit had been malfunctioning for quite some time. Additionally, a plumber has since been to my house, and informed me that the pipes Culligan installed were so poorly installed that any future water softener will need that piping to be replaced. I am accepting the response, but only because I dont believe any further efforts will produce anything, and my concern that pushing for the correct response will jeopardize what has already been begrudgingly offered. I appreciate the BBBs assistance!

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