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:06/04/2025

  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.

  My initial contract for a water softener was signed in February 2025. The sales technician that came for the water testing was knowledgeable and I went with their recommendation of renting a water softener. The salesman reviewed the work area, took pictures and sent me the contract to sign. All seemed good.
  The first service technician came, but once they reviewed the work area, they decided it could not be completed as initially planned and left.
  The company then sent a senior service technician to review the job and a new plan was made.
  A second technician came for the install. He stated it could not be done as he was advised and left, stating someone would call me. The call never came. I then followed up with the initial sales person.
  From that point, the sales person and general manager came to check out the job site. They reviewed the work area and decided it was good to go forward, but would need additional material. They would come back and prepare the site for the service technician. A few days later they returned and left material for the install.
  When the third service technician arrived, he was unable to complete the install. The day prior to the install he specifically asked if the job site was prepared and was told all he needed to do was install the softener. That was not true and he did not have the needed material to complete the hook up. I asked the service technician to have someone call me. I wanted to discuss what would happen going forward, as this was the third try.
  I received a call later that morning, the individual was very apologetic, and stated they would call me later that day after discussing the project with all the parties involved, but I have yet to receive a call.
  It is now June 2025 and I still have had no response back and the material they left for the install is sitting in the utility room partially hooked up.

  

  Business Response

  Date: 06/04/2025

  Thank you for sending this to us for review. We had not contacted this customer because of the issues she had with preparation and installation of rental equipment.  It was left with her that if she had decided to move forward with this installation, she would contact us, and we would take the next steps.  We understood she was angry and frustrated and wanted to allow her time to decide if she wanted to move forward with no pressure from us. My resolution that we will offer is in 3 steps.  1.  We will call and confirm she is wanting to move forward.  If she does, we will move to step 2.  If she does not, we will arrange to pick up the equipment she has at her home.  Step 2, we will send an installation tech along with the service manager out to her location to confirm needs for the installation tech and assure they have a plan for the day of installation.  Step 3, we will schedule the installation to be completed scheduling close to the site visit as possible. I will have the sales coordinator reach out to Ms. ******** today to get this started.  

• Initial Complaint

  Date:05/05/2025

  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.

  The top of the large storage tank that was installed by Culligan of Scotia in 8/2015 exploded 4/22/2025. This caused a catastrophic failure of the entire water treatment system by Culligan, attached plumbing and left a pressure tank that reached 90+ psi (normal being 50psi). Causing unnecessary damage to our well water system (this is a whole house water treatment system).
  
  They sent a commercial technician who bypassed the system as a "fix" and advised that the service manager (Brian) would be in contact.
  
  They called and sent a tech, who was unprepared to make the proper repairs. They only changed the pressure tank gage.
  
  After 3 visits by Culligan service, and several phone calls. I am left with an unusable system that they claim I need to fix. Needing full service on the carbon filter, and they will remove their faulty if I pay them $600 to remove it. I currently have a 6f tall tank filled with stagnant water. It's only a matter of time until it becomes a moldy health hazard. It's their faulty system, they should make good.
  
  Additionally, They have been unresponsive since summer when an in-line blower fan overheated and nearly started a fire. The tech who arrived after the explosion, told us that those blowers have caused so much damage and failed so often that Culligan no longer uses them, and it should be replaced with a PVC Elbow.
  
  In all, this system has been a money pit. The excessive pressure of the system has blown out the carbon. My water is either black/gray or smells of rotten eggs. This has caused damage to hot water tank, hot water baseboard heat, clothing, washing machine, hot water tank, reverse osmosis system, toilets, showers... it's devastating.
  
  This company should make good. The system is less than 10 years old and only worked for a couple years. Im now stuck with a defunct water system, that I need to pay nearly as much as it was to install to be fixed. I have lost 3 days of work for their junky products and services

  Customer Answer

  Date: 05/06/2025

  Culligans equipment (blower) nearly burnt our house down, the company representatives told us that Culligan knew of the faulty part, stopped using the part, yet they never issued a recall or warning to those they installed this equipment in.   Their remedy is to have a PVC elbow installed at my cost.  Repacking the carbon tower at my cost, "fixing up" the reverse osmosis drinking water system at my cost.  Removal of the defunct storage tank at my cost.  During this conversation about the blower issue, a second problem arose (still unclear if it's related to the faulty air purge or not) when the pressure system pressure became dangerouly high, effecting the ENTIRE system.  Blowing to top of the large storage tank off.  The pressure was so great it shot all of the pipes, pvc and a large amount of water into the basement, piping. Electrical equipment and myself.  Even the reverse osmosis has been tainted with carbon and sulfur water.  The first day, a tech replaced the blown line. (Blue piping in images) several days later, a culligan tech replaced the malfunctioning pressure switch.  The pressure is currently normal.  Culligans faulty products caused the catastrophic failure. I don't feel I should pay $600 to have the tank removed, elbow installed where the faulty blower is currently l, nor should I be liable for refurbishment of the carbon tower which was damaged by the elevated system pressure and water explosion (tower pressure and the towers electronic controls/display being exposed to water when the system blew). In summary, I feel Culligan should have issued a recall and replaced the system parts they knew were at high risk of malfunctioning.  The blower and pressure switch.  I don't feel that I should be 100% responsible for the needed system repairs, as their own negligence caused the system failure.   We have had 3 tech visits, several phone conversations with the service manager Brian and we have NOT received an estimate for repair or replacement.  The system is currently inoperable. 

  

  Business Response

  Date: 05/07/2025

  On Tuesday, April 22nd we received an emergency call from **** during the day. She explained to us that the PVC fitting blew off the top of
  her 10-year-old retention tank. Adam that day happened to finish his stops
  early and went over to ****** house within the hour. While onsite Adam found
  that the retention tank had increased to 90 psi which his which the PVC fitting
  had blown off the top of the unit. The customer did have a lower pressure
  switch for her system; however, she stated her well contractor helped her with a
  few things every now and then and had adjusted it once. While Adam was onsite
  taking care of the issue with the retention tank and getting the customer's
  water running, **** mentioned that she also had been some black stuff in her
  water. After Adam finished making sure the customer's water was running, he
  discussed what would be needed in order to repair the system, along with
  informing **** what we could do in order to eliminate the black stuff from her
  water. Later that afternoon **** had called the office again as she still
  had some concerns over everything that happened and wanted to go over again
  what the plan would be to correct her issues. Adam then explained everything
  again to the customer over the phone on **** ******* with Kristina and me.  The return date for **** was scheduled for Thursday, May 1st. Adam
  called out sick that day, and Harrison had taken over his calls. Due to the
  circumstances and details for the situation with ****, I called her that morning
  to inform her Adam was out sick that day. I gave her the option of moving the
  service appointment to the following Monday so that Adam could be the service
  tech to return, or that we could have Harrison go out to take care of her
  issues. She stated that she preferred Adam be there but was ok with Harrison
  coming out because she wanted to get everything done. Later that day Harrison
  installed the new low-pressure switch for ****, but unfortunately since he
  wasn't at the home during the diagnosis he was unaware of the other details
  Adam and **** had discussed. Since he was unaware, he didn't have a few parts
  that were needed, so I called **** and informed her I would have Adam come out
  the following Monday to complete the other work that was needed to be done. On Monday, May 5th Adam returned to **** to
  complete the remainder of the work that needed to be done. When he
  arrived, he went over the details with the customer again for what he would be
  doing and provided her with pricing for the services we would be performing.
  **** was then very frustrated and thought that all of the work should be
  completed at no charge since her retention tank blew the PVC fitting off of the
  top of the unit. Since this unit was 10 years old and out of warranty all of
  the work needed to repair her system would need to be billed. Also, since the
  issue with the black stuff in her water was completely separate from the
  retention tank we needed to charge for any services/work to take care of that
  problem. At that point **** and Adam both got on a call with me to explain
  everything that was going on. I went over again with **** the specific work
  that would need to be done and also explained that the services we would need
  to perform have to be charged. She did not agree at all and continued to
  say this should all be done at no charge.  Thank you Brian ****** Service Manager Culligan by WaterCo * ******** ************ ** ************ ****************************************

  Customer Answer

  Date: 05/07/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   First, our well contractor did not helped with the system nor did they make any adjustments. I have said I expected the work yo be done at no charge.  I wanted a detailed description of the work required with an estimate of cost.  I have NEVER received such information and I have spoke and Texted Brian the service manager several times, they had several opportunities to make this right. I mentioned the black water when we tested the water after Adam made the emergency repair. It was at this first visit that Adam told me that the blower was a faulty product and he suggested replacing it with a simple PVC elbow, that he would instill when he came back. He also mentioned the reverse osmosis system needed to be "cleaned up" and needed new filters. Adam informed me that he was never out sick, that the service manager had lied. most of the communications on April 22 were via text.  I have attached the message from 4/22 (as follows)"Talked to Adam expect a call shortly from my team. He says we can fix it with a new pressure switch and just keeping the ******** retention tank disconnected and you don’t need new equipment!"and when I asked about the carbon tank I was told "No, he actually verified that your carbon is fine!"SO, the second member of the team showed up, According to my mother (i had to work).  The guy did not know what he was there to do.  He did not have an elbow, a switch, a pressure gage.  He went to check his stash that he keeps incase of emergency and he had a pressure gage and switch.  He replaced them.  My mother asked about removing the large unnecessary gray tank, he told he that he did not have room for that on his truck.  That was the end.  This is when I called and spoke to Briain again, I told him I was unhappy and I requested Adam to come out, seeing he was the original. AND, this past Monday Adam came, confused as to what they were doing.  During small talk he told me that he wasnt sick, he was on another job.  I mentioned removing the large gray tank and that's when I was told that it would cost about $600 to have it removed. I requested the elbow, having the temporary pvc replaced and squared up because it was bent around and not straight lines, asked about the black water and osmosis system.  He needed to talk to Brian.  From what I understand Brian told them to continue onto the next job.  I called Brian (I was unhappy).  I explained everything, I was told, and how it was my feeling that Culligan should be responsible for removing the large tank that i was recently told we didnt need in the first place (obviously, they over sold and overcharged us when they put the system in).  I argued with Brian, explained to him that Im yet to receive a estimate or anything from them and i cannot afford a new system, I wouldn't be getting repairs without an estimate.  (I have very limited means, they sold me a huge 6foot tall tank that failed, then was told I didn't even need that monstrosity in the first place.  After arguing the following points brian told me I would getting a call from the General Manager.  Conversation ended. I feel the switch and pressure gage were the root cause of the blown out PVC pipes, churning of the carbon filter, and the water damage to the basement when the top blew off and sprayed water on equipment, tools, my freezer... ectI also feel the malfunctioning blower should have been removed BEFORE it nearly burned down our house, and the elbow should be free.  Honestly, they should do a system wide recall of that part.  They knew it has a history of malfunctioning, and according to Adam, Culligan stopped using that part a long time ago.  I hope this demonstrates the miscommunication, lack of professionalism and just plain craziness i have been dealing with.  I don't feel I am getting straight answers.  I have been lied to about staffing, they lied in their response and I will not be taken advantage of. Regards, **** *********

  

  Business Response

  Date: 05/08/2025

  BBB spoke to the manager at the business and the following was relayed: Unfortunately, the unit was installed 10 years ago and is no longer covered under any warranty.  The customer writes in the text messages attached that she hadn't serviced the equipment in 2-3 years.  We'd be happy to perform services and work with this customer, but there will be a cost associated with that, we will have to charge.  If the customer would like to contact us, we'd be happy to discuss it again with her and do whatever we can, but there is going to be a charge for our services and any products needed.  Thank you. 

  Customer Answer

  Date: 05/09/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  see my original complaint and subsequent messages.  I stand with everything I've said.  This company has made no effort to provide me with a breakdown of what needs to be repaired and the associated costs. There is no plan.  I have had 3 visits by techs, and text and phone conversations with the service manager, each conversation is a contradiction to each. Example 1st visit the text message clearly says that the carbon tower is fine, the last visit Adam the tech told Brian on the phone before leaving that the system won't work without it... so what is it?   I feel the electric blower that nearly burnt down my house should have been recalled. And the elbow installed free (its a $4 PVC elbow).  I have NEVER expected them to pay for everything, but I do expect a itemized estimate and CLEAR service recommendations.  I don't feel that is too much to ask.  My well service company has NEVER touched the culligan system or its components. (I can provide you with the contact information of this 3rd party if you would like to confirm).  The company has been caught in lies to me (Adam being sick). The company has lied to the BBB. (Adam being sick, that my well company tampered with the pressure switch, and that I expected them to do the repairs at no charge.   I do not trust this company anymore.  Service calls go unanswered, unprofessional communications and bait and switch types of service and sales tactics.  This company deserves a lower BBB rating.   Regards, **** *********

• Initial Complaint

  Date:03/03/2023

  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.

  Service provided on September 15th, then a couple weeks later with a new carbon filter.
  The service we were provided was fixing our system, and servicing it to be up to 100% to become part of a monthly service plan for a flat fee and we could have our system serviced/fixed at any point in time for a monthly fee. After hearing nothing about the program from Culligan a month later, I called and was told we didn't qualify for the plan as our system was too old.... Why would you let us do the full service knowing we didn't qualify?
  Within 2 months of service our water started to smell again, and my husband called another water company as he doubts the service we get from culligan every time.
  
  The earliest the company could come was January.
  Turns out a part that was supposed to be fixed was actually broken/damaged (one that they told me they fixed) and no chlorine was being put into our system for months. Because of that, our carbon filter has solidified and needs to be replaced again.... we JUST paid $500 for that filter to be replaced.
  The other company fixed the part that was damaged, as well as one other little injector part, and I requested culligan reimburse us for the bill because it was only due to their negligence.
  After speaking to them on the phone today, they state they cannot reimburse us because we didn't give them a call to let them know something was wrong. She told me we would have had 30 days from service to have it fixed for free (but this was noticed after 30 days).
  I want reimbursement from culligan for the bill we received from the other company for fixing the parts that culligan was supposed to fix, and replacement of the carbon filter. I kept the damaged part that was taken off the system. Or if they won't reimburse me for that bill, to reimburse me the payment I paid Culligan for service that was technically not completed as promised. (they also dumbed all the carbon on my basement floor and the woman claims it is impossible to be them)

  

  Business Response

  Date: 03/06/2023

  On September 14th, 2022, we had a service
  appointment scheduled to complete an annual feeder service and determine if a carbon
  rebed was needed.  If the rebed was
  needed, we were to provide pricing.  This
  call was initiated by Mrs. ********* on 8/3/22. On September 14th a new order was initiated by
  Mrs. ********* to move forward with the rebed.  We returned on 9/29/22 and swapped the carbon tank – all rebeds are done
  at the Culligan of Scotia’s office.  They
  had been quoted $545.00 plus tax and we made them our first appointment for the
  day.  We also called them the day before
  and gave them the 2-hour window of 8-10 am for our arrival to complete the
  swap. On October 27th, we received a call from Mrs.
  *********.  They were looking to subscribe
  to 5-star or Privilege plan.  This is a maintenance
  program where they pay each month and are provided service at no charge.  Unfortunately, the age of their equipment
  made them ineligible for any of the maintenance plans.  There was someone that was supposed to give them
  a call and that didn’t happen.  As a
  courtesy, our customer service representative issued a credit of 10% off and
  applied this as a credit on the *********’s account.  This was the last time we heard from the *********’s
  in 2022.On February 20, 2023, Mrs. ********* called about having us
  credit them for the bill they paid from an alternate repair company they chose
  to call for service when they started to get a smell.  At this time was the first complaint about
  carbon being dropped on their basement floor.  This was referred to the service department, but there are no further
  notes for me to say what may have happened at that time. On March 3, 2023, Mrs. ********* called the office again,
  looking for an adjustment for the amount of the service call from the alternate
  provider.  Her call was transferred to a
  manager.  The alternate company was at
  the residence in January 2023.  The length
  of time between calls was concerning to us as we were not aware of the
  issue.  It was told by Mrs. *********
  that her husband made the decision to seek an alternate company to service
  their equipment. At that time, It was explained to Mrs. ********* about what
  was done with her call in October and agreed to send the credit balance back to
  her.  This is in process so our corporate
  office can send back the credit of $68.48.  Also, during this call, it was explained that the service manager that
  had been on site with the technician in September 2022 was no longer with
  Culligan, but a conversation would be had with the current service manager about
  the situation. On March 6, 2023, a call was returned to Mrs. ********* referencing
  the conversation she had with the office manager on March 3rd.  It was explained to Mrs. ********* that our
  original position was still standing.  We
  were denied an opportunity to review what was completed and determine what was
  required to fix the current situation.  They made the decision to use another provider and therefore accepted
  the charges.  It was further explained
  service work has a 30-day window where if we had to come back, the labor is at
  no charge. It was also explained that if a part that had been replaced failed,
  then we would be able to honor the warranty on said parts and replace them.  During this conversation, Mrs. *********
  disconnected her call with the office manager.  We were not aware of anything other than the ineligibility
  of their equipment to be enrolled in our maintenance program until their
  February 2023 call.  It is our position
  that we were not aware of the issue, and we were not provided the opportunity
  to review the system after the issue developed.  It was decided by the customer to use an alternate vendor and therefore
  the bill from the alternate company is their responsibility and not Culligan’s. 

  

  Business Response

  Date: 03/08/2023

  Culligan has made arrangements to meet with Mr. ********* to review the equipment on Friday, March 10th at 4pm.  No further information can be provided until after that time. 

  Customer Answer

  Date: 03/13/2023

  The issue is just not resolved yet as they need to return this week to asses the system after changing the chlorine intake. should we close it and then reopen if the issue is not resolved?  

• Initial Complaint

  Date:12/28/2022

  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 purchased a water softener system and a service contract (approximately $4k) from Culligan Water which was installed on November 22, 2022. Early the morning of November 23rd, 2022, we woke up to an inch or two of water throughout our entire finished basement. Water was gushing from the unit until we shut off the water. Area rugs, flooring, trim, Sheetrock, furniture, Christmas decorations etc all ruined. Culligan was notified immediately and told us they would pay for clean up and all damages. To date, the only thing completed is a dried out almost gutted basement and an air quality test (20 days after requested). We have been unable to use half our home including a bedroom, full bathroom, office and storage room since that date. We have been told repeatedly Culligan would take care of this mess. They sent their own ‘contractor’ to do an estimate of repair but were not given a copy of this estimate. We were told we had to get three more estimates which they wanted copies of. This was for their benefit and wasted our time and the contractors time. To date we’ve received ZERO compensation for our personal property, three days lost wages from missing work, loss of use of our home and NO information on moving forward with home repairs. Our salesperson turned it over to a regional manager who has done nothing but stall and buy time. We’ve demanded at this point they also come remove the entire system which we will not be paying for.
  Yesterday we were told that Culligans Insurance company is only for Liability and that s faulty O ring may have to be investigated for further action. We have now asked our homeowners insurance to get involved and will expect Culligan to accept responsibility and pay our deductible.
  
  This is not a company I would ever recommend to anyone after our experience. We have a large number of emails, photos and texts to support the above information. Culligan also received a lengthy itemized list of damaged items .

  

  Business Response

  Date: 12/29/2022

  Culligan of Scotia is well aware of the complaints of the ********. A claim has been opened with our insurance carrier.  The insurance carrier has been in contact with the ******** and spoke with them regarding the claim.  The ******** want to get their home back to normal and we understand this.  The claim is still open and pending completion by the insurance company. Culligan is in constant contact with the insurance carrier to assure they have what they need when it is requested of us, but we are unable to move the process along faster than the insurance carrier allows.

  Customer Answer

  Date: 01/03/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  
  
  Regards, 
  
  ******** *** ***** ****** 
  
  
  
  I’m happy for the quick response but please note the incident happened on 11/23:22 and we still have no resolution in the near future. Culligan told us th they would pay for all daggers and costs. They subsequently submitted to their LIABILITY INSURANCE CARRIER. That representative clearly told us two weeks ago that they are looking to determine liability on the ‘faulty’O’ ring manufacturer’ which means a much longer delay. It is our opinion that Culligan should pay for our damages and let those two companies figure out liability.  Also the same representative told us they do not cover our list personal belongings, the crazy high electric bill or loss of use or work—/Culligan has NOT even responsive with any of that. We feel they are stalling and meanwhile have No solid answers.   

  

  Business Response

  Date: 01/05/2023

  We understand and appreciate the level of frustration that
  the ******** may have.  Our process is that our insurance provider is involved when
  claims are estimated to be at a certain level.  Businesses have insurance for exactly the reason we are working with the
  ******** on.  It was unknown if this cause
  of the problem was installer error, manufacturer defect or related to town
  water pressure.  This has been an ongoing
  investigation through both Culligan and then the insurance company which is the
  reason that it has taken time. Culligan of Scotia is responding to inquiries and requests
  of the insurance company as soon as they are received and answering/providing anything
  requested and often the same day of the request. Culligan also wants to fully resolve this matter as quickly
  as we possibly can. Our regional manager also spoke with Mr. ****** about the process
  and status yesterday, January 3rd.  We will continue to work with the carrier as needed until
  the claim is finalized. 

• Initial Complaint

  Date:08/06/2022

  Type:Product 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 my contract with Culligan in April 2022. I signed up to receive 3 bottles of water each month and the dispenser. The initial set up went smoothly. It has been a disaster ever since. The next month the driver couldn't locate my apartment despite standing outside the door marked with my apartment number. The following month I upgraded to 4 bottles yet somehow the driver only delivered 3. The month after that he never delivered at all despite the fact I received a confirmation call. Finally I hit my limit in July when once again I should have received a delivery but didn't. I called to have my service canceled and was told the empty water bottles and dispenser would be picked up last Tuesday. They were not. I was then told everything would be picked up on Friday (8/5) and according to the office my address was on the driver's manifest and he never showed up. I had to call the office 12 TIMES before I got in touch with someone. The manager, Stephanie B  assured me she was sending her service tech, Adam, to pick up everything last night and I would receive a phone call confirming. Adam neither called nor showed up. For reference my account number is ******. I made it clear to Stephanie that I am vacating this apartment over the weekend and the dispenser and bottles MUST be gone. Stephanie apologized profusely to me but at this point that isn't enough. I deserve to be compensated for my inconvenience and other consumers need to know what awful business practices are occurring at Culligan.

  

  Business Response

  Date: 08/26/2022

  Ms. ********** was a bottled water club subscriber. The bottled water club is a program where a customer gets the use of a cooler and a regular monthly delivery of water.  They can have a 3 bottles, 4 bottles, or 5 bottles water club.  The billing for this club is a flat amount each month.  Included in the rate is the cooler use, bottle deposits and a regular monthly delivery of fresh bottles.  The monthly rate increases with the increase of the number of bottles in the club.

  Ms. ********** began as a Bottled Water Club customer in April 2022.  She had received a delivery on  4/14/22 with a cooler and bottles of water.  She was put on regular deliveries at that time.  Ms. ********** started with a 3 bottle and then changed to a 4 bottle club in May.  The first month with the change, she was not given the additional bottle so we scheduled a 2nd delivery which was why she had 2 in May 2022.

  Below is the details of deliveries made along with any delays there may have been. 

  5/12 – delivery was completed

  5/24 – delivery was completed

  6/13 – delivery was completed, but we had also issued 50% credit for the month since she was delivered to late.  Her original date was supposed to be 6/9/22.  She received $17.62 that was applied to billing dated 6/30/22.

  7/7 – delivery was delayed.  We had run out of bottled water.  We do not bottle water here locally and the distributor had been detained in bringing us a delivery.

  7/11 – delivery rescheduled date for the missed 7/7 delivery.  Our driver Ryan, who is no longer with us, shows we delivered 4 bottles of water to them.  Ms. ********** has stated she did not receive this delivery. 

  7/26 – Ms. ********** contacted our office and requested to cancel service.  Ryan was scheduled to go and pick up the cooler and bottles on 7/28/22

  7/28 – Ryan did not complete the pick up of equipment as planned.

  8/5 – I had scheduled one of our service/install technicians to pick up the cooler and bottles while he was in **********.  I am unsure as to why it was not picked up.  Adam was a reliable person. My guess is that because he was on an emergency service call, it may have gotten late.  Unfortunately it had not been communicated to so I could make other arrangements.  We also never heard back from the customer again either.

  I am working now to rectify and assure the pick up the cooler and the bottles so that we confirm it has been completed. 

  I am sure that Ms. ********** did call multiple times to the office.  We are short staffed in the office and have our answering service taking calls for us when we are busy.  We do get notification from the answering service regarding the calls they take and do our best to make return calls in between answering the inbound calls.  Most days we end up taking more in bound calls than we get to call back.  We do have additional staff hired and ready to start after Labor Day and we are hoping to have a 2nd one starting shortly after that.  This has been one of the biggest challenges with answering calls and making deliveries as well.

  We had previously issued credit of $17.64 on June 9 which was applied to her June billing.  June billing is advance billing for July.  I have issued credit for that additional time since in July she did not receive a delivery and we were to pick up our equipment.  We have also not billed her after that 6/30/22 date.  Billing stopped as of the date she called in to cancel, 7/26/22.  We will need her to  provide us a forwarding address in order to send her a check for her credit balance.  She indicated that she was no longer living at the address we have on file.  Currently on her account is a credit balance of $35.26.

  Customer Answer

  Date: 08/30/2022

  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  At this juncture I do not trust neither Stephanie B****** nor anyone affiliated with Culligan to resolve this issue. I would like any and all correspondence from Culligan to be via email ONLY as Stephanie has made several statements that are untrue. The driver who was assigned to my route when all these issues arose was named Julius. After I did not receive the delivery that "Ryan" claimed was delivered and I finally got in touch with Stephanie I was told Julius had Covid and that was the reason the delivery had not been made. I will not supply my new address to Culligan. I have a forwarding address on file with **** and my refund check can be mailed to my previous address of *** ********** ******. I have confirmed with **** that a piece of mail that is not from the state, government, or from a financial institution will forward to my new address without issue. Stephanie also did not mention how the water cooler and bottles are going to be picked up. I stated in my phone call to her that I was moving and that was why it was imperative these be picked up. This inconvenience has gone too far. After all these issues I frankly do not care about Culligan being short staffed. Every business is short staffed and most find ways to not lose customers at the rate Culligan is. 

  
  
    
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 08/31/2022

  Culligan understands Ms. ************ frustration with our inability to be able to complete her request to pick up equipment within the time frame she had provided.  The last thing that we wish to do is cause our customer's inconvenience. Missed stops are something that should be rare.  This has been addressed with our operations team and they are diligently working assure we are keeping our commitments.

  We have scheduled the pickup of equipment and bottles for Tuesday, September 6th.

  We have processed the credit balance refund paperwork and will proceed with the reimbursement check being mailed to the Ms. ************ address of record.

  If there should be any further questions or if Ms. ********** should need to reach me, she is welcome to email with me going forward if she should have any questions.

   

  Customer Answer

  Date: 09/06/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.