Complaints

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• Initial Complaint

  Date:01/24/2023

  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.

  I pay for a service on the rented Reverse Osmosis System from Culligan at Lake of the Ozarks **. This service INCLUDES a change of a new filter set EVERY YEAR. The filter change in 2021 was not done the 2022 change was done but late. A Culligan employee that comes to my house to fill the water softer with salt. I have told when he in 2021 the filters needed to be changed. He said he would let the office know. I didn't see him every time he stopped by in 2022. About half the time or more, he would leave the salt outside the door, and I would put it in the softener. The times I did see him in 2022 I would remind him he needed to check the hardness of the water and remind him about the filter change. He said he would let the office know. I have called the office when they filters needed to be changed (2021 and 2022) and reminded them. They were never changed in 2021 and the 2022 filter change was done till Jan. of 2023. When we talked on the phone in 2022 they even said your filters haven't changed in two years. They lady on the phone said she would let her manager know about my complaint of not being changed 2021. She set up the appointment to change the filters in January 2023. This was late and should have been changed in 2022. After the 3rd phone call with her and sending a complaint in a text form that asked how their service was. The manager finally wanted to talk to me. He told me it was my fault, that "I needed to have skin in the game also" That he will not give me a refund or a credit of any type. That my filters were still in very good shape. That there wasn't anything wrong with the water we were drinking. The point wasn't that there was anything wrong with the water or how dirty the filters were. The point is I pay for the service to have the filters changed EVERY year. It doesn't matter how good the filters were or if the water was good to drink. What matters is I paid for a filter service that I DID NOT GET. or get credit for.

  Business Response

  Date: 02/08/2023

  Mr. ****** called  our office on or about the week of 1/9/23  Mr. ****** cursed and yelled at my Customer Service Representative  at that time. The call was then given to my Office Manager who also was subjected to Mr. ******’s verbal abuse. My Office Manger put him on the schedule for his filters to be changed on his Reverse Osmosis. That service call was conducted on 1/16/23. Mr. ****** again berated my Service Tech during his time in Mr. ******’s home. The Water was tested at this time and the water tested great. I relayed that information to Mr. ****** in my phone call with him on or about the week of  1/16/23  so that he would have some peace of mind that the water he was drinking was not contaminated in any way.

   

  I called and spoke with Mr. ****** on or about the week of 1/16/23 to address his concerns. As soon as I introduced myself, Mr. ****** began yelling and cursing. I stated to Mr. ****** that we can have a conversation, but I was not going to allow him to continue to speak to me or my employee’s in the manner he was.  I explained to Mr. ****** that the process In changing out the filters in the Reverse Osmosis Systems is monitored by a reminder that is set up in our software, but also a postcard is sent to our Customers encouraging them to call our office and set an appointment to have the service completed.

   

  I have been the ******* ******* at this location for approximately a year and a half. Some of the installs that were done prior to my time at this location were not entered in to our system correctly. We do our best to catch these and perform the service in a timely manner. That was not the case in this situation. I again stated to Mr. ****** that sending out the postcards to our Customer’s helps to ensure that the service is done in a timely manner, and that our Customer’s do have some “skin in the game” when it comes to the services being rendered. It is important to note, that although we prefer to change out these filters yearly, in some situations it is not needed.

   

  I was willing to propose to Mr. ****** that we give him 3 months free rent on his Reverse Osmosis for any inconvenience he suffered but he chose to hang up on me instead. I feel that giving 3 months free rent would be sufficient due to past Management not ensuring the reminder was set correctly in our system. Again, postcards are sent out annually to all Customers to call our office to schedule service. We are admitting that we are wrong to at least part of this situation. Mr. ****** assumed he had no responsibility in scheduling service.   Customer Service is of the upmost importance to me and my staff. We pride ourselves in in taking the best care possible of each of our Customer’s. It is unfortunate that Mr. ******’s experience was not great. Instead of having a rational conversation and find a solution, Mr. ****** chose to take this to the next level which was not necessary.

   

  Regards,

   

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