Complaints

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

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Culligan Quench has 9 locations, listed below.

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• 

  Culligan Quench

  630 Allendale Rd Ste 200 King of Prussia, PA 19406-1695

  
• 

  Culligan Quench

  4860 Duff Dr Ste B West Chester, OH 45246-1149

• 

  Culligan Quench

  111 Third Street, Suite 100 Macon, GA 31201

• 

  Quench Canada

  4474 Blakie Road, unit 129, 130 London, ON N6L 1G7

• 

  Culligan Quench

  P. O. Box 1816 Macon, GA 31202-1816

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:01/02/2024

  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.

  This matter has been ongoing. We purchased a *** ******** Bottle-less Drinking Water Unit from Quench USA on July 11, 2022. Unfortunately, the unit never worked despite numerous attempts at repair. Quench initially provided a replacement unit, but it too did not work. I believe the replacement unit was a used, damaged, unit and not a new unit. Given all that has gone on (when we first notified Quench, they ignored our problem for months), we have continued to request that Quench wither replace the unit with a new, working unit, or refund the cost of the unit and remove it from our office. The cost of the unit was $2,550. Quench has refused to do either and instead offered a de minimis credit for a service call that did not fix the unit. Please help us resolve this dispute. All we want is drinking water.

  

  Business Response

  Date: 01/23/2024

  Hi,

  We apologize for the inconvenience caused to you as a Quench customer and we want you to know that we are taking your review very seriously. We have escalated the matter to our upper management team and one of our representatives will be reaching out to you shortly with an update. Rest assured that we are committed to resolving this issue as quickly as possible. Thank you for your patience and understanding. 

• Initial Complaint

  Date:12/26/2023

  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.

  Lack of service as promised when I signed my contract. Now that I don't want the service because they never service the machine they want to hold me to the contract but I want to leave the contract for lack of service.

  

  Business Response

  Date: 01/16/2024

  Hi *****,

  We apologize for any inconvenience you may have experienced with your Quench service. We have already shared this issue with our Director of Account Management and a team member should have already contacted you to discuss your account. If you have any further questions or concerns, please let us know.

• Initial Complaint

  Date:12/21/2023

  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 signed up for an ice machine from Quench for my business. It worked okay for maybe one month, and has since quit operating as it should be. Quench has sent out a technician to fix it at least 4 different times. It’s still not working as it should be per contract. I’ve had to go buy ice from a convenience store and most recently bring in another vendors ice trailer along with paying for weekly refills. I’ve asked my sales rep to terminate my contact and remove their machine from my property. He gave me the run around for about 2 weeks then finally said I had to reach out to billing/customer service. I’ve reached out to them multiple times with no response. Recently started trying to call them as well and have spent hours on hold. This is a terrible company to do business with.

  

  Business Response

  Date: 12/27/2023

  This message was escalated to the head of our customer care team for further investigation. A representative has been instructed to follow up with the customer to work with them to resolve these issues. 

• Initial Complaint

  Date:12/19/2023

  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.

  This company has the worst customer service that I have ever encountered. Service requests take forever to resolve and their accounting is horrid. They continue to tell me that I have past due invoices. I spent an entire DAY of my time emailing them all of my canceled checks and paid invoices. They still maintain that I owe them. I canceled my account (out of complete frustration) on 11/30/23. Yet, I am still getting new invoices from them. Help!

  

  Business Response

  Date: 12/27/2023

  We escalated this customer's message to the head of our customer care department. Upper management will reach out to this customer today to work towards a more suitable resolution.  

  Customer Answer

  Date: 01/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  Thank you so much for your time and effort in getting this resolved for me.  I am so glad that we have the BBB!!!  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:10/31/2023

  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 was a WaterLogic customer and have worked with them for years with no issues until it was bought out by Quench. Ever since then it has been a nightmare trying to get my water dispenser serviced and fixed. On 10/11/2023 I requested for my machine to be serviced, including changing out the filters and replacing the CO2 tank for sparkling water. It has been 4 weeks since the initial request and I have yet to have the CO2 tank replaced. They did send a tech out to change the filters but he did not have the correct work order for the CO2. I've spoken to 6 different people and been rescheduled at least 10-12 different times with excuse after excuse. The last person I spoke to, Monica who is supposedly a manager, told me to call her directly if the tech did not show up as scheduled on 10/27/2023. On 10/27/2023 I received an email from a different person stating the tech would not make it out because Airgas "is out of gas" and we would receive a new service date on 10/30/2023. Now, on 10/31/2023, we still have not received a new service date. I called Monica back (after having to jump through hoops because the "direct number" she gave me went to a completely different company) and she seemed to not remember speaking to me at all just last week. After explaining the situation again she said she did not have any control over the department that handles replacing CO2 tanks but would send them a message and create a service ticket for a new issue in which our water dispenser is now randomly not dispensing water at all. WO#'s I've received thus far: ********, ********, ********, ********, ********, ********, ********, ********, and ********.

  Customer Answer

  Date: 11/14/2023

  Although I am still very dissatisfied with the business (Quench) and their practices, the issue has been resolved at this time. 

  

  Business Response

  Date: 11/16/2023

  Hi *****,

  We apologize for the multiple issues you have experienced and any inconvenience these matters may have caused. I have spoken with our upper management team and they have confirmed that a member of our team contacted you and provided a resolution. Please let us know if you have any further questions or feedback. Thank you for your patience.

  Customer Answer

  Date: 11/30/2023

  I am unsure how to answer as the company has provided a resolution. However, that resolution has yet to be completed. I am stuck in a waiting game with them. 

• Initial Complaint

  Date:09/20/2023

  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.

  For context I initially started this relationship with a company called **********. They got bought out by ********** who then got bought out by Quench.I uploaded a PDF of the broken-down timeline of the recent interactions with Quench.I also uploaded the Maintenance Guide Package Summary of the plan I bought which includes unlimited filter changes which has never happened

  

  Business Response

  Date: 10/05/2023

  Hi *****,

  We are sorry to hear that you have experienced difficulties as a Quench customer. Your review has been escalated to our upper management team, and one of our representatives will provide you with an update soon. We appreciate you bringing this matter to our attention, and we are committed to resolving it as soon as possible. Thank you for your patience and understanding.
  

• Initial Complaint

  Date:09/14/2023

  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 purchased a water cooler from this company with no service contract. I paid for the water dispenser, in full and I continue to get invoices from this company. I want to cancel this service, but the company will not stop!

  

  Business Response

  Date: 09/28/2023

  Hi ****,

  We apologize for any inconvenience caused. Your account has been updated as confirmed by our Accounts Manager team. Please ignore any invoices as they were generated in error. Thank you for your patience.

  Customer Answer

  Date: 09/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:09/11/2023

  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 had Pure Water Solutions add a piece of equipment to my business for $35 a month and was specifically told it was a month to month and could cancel at any time. Quench purchased pure water solutions and raised the monthly rate and I have since decided to cancel. When I called they sent me a copy of the contract which had a typed in 60 months on a hand written contract. This was not the case when I signed the month to month and the 60 months was added in to the contract after the fact. They now want a $900 cancellation fee. I never agreed to a monthly increase and I never agreed to a 60 month contract. I spoke with sales rep who worked for pure water solutions and he also said it should have been a month to month and that I should be able to cancel no problem.

  

  Business Response

  Date: 09/28/2023

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

  We express our sincere apologies for the difficulties you experienced as a Quench customer. Please be informed that we have taken your complaint very seriously and our management team has been duly notified for review. They will contact you directly with updates on the matter. If you have any further inquiries or feedback, please do not hesitate to contact us. We value your feedback and are committed to providing the highest level of service to our customers.

  Thank you.

• Initial Complaint

  Date:09/01/2023

  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.

  I have been trying to cancel my account with Quench since Feb 2023. We used to have service for our water cooler maintenance with *** *** ( a separate local company), and they would bill quarterly. We stopped receiving service from them last year and never received any more bills. Suddenly in Feb 2023 we received a collections notice stating that Quench had sent us to collections for 8-9 months of unpaid invoices. I called Quench to investigate, it turns out they bought out the *** *** company, but we were not notified. We never received any invoices- once I called it became clear that they had the wrong email address. They never attempted to call or send a paper statement, and we never received the monthly services from their technician during this time period. We had no idea our account had even been transfered to their business. Since that time I have been contacting them every few weeks trying to get this resolved. They responded a couple of times via email stating that they would have the cancelation department contact me, but I still have not been contacted. They now have our correct email so they continue to send a monthly statement, but we have not had any service from their company, and they will not contact us to allow us to terminate the contract. 7 months later, this is completely unacceptable.

  

  Business Response

  Date: 09/25/2023

  Hello *****,

  Thank you for sharing your recent experience with us. We apologize for any inconvenience this may have caused you and your company. Our Account Management team has informed us that they have been in touch with you via email and phone to provide you with updates. Additionally, we have updated your email address as per your original request to ensure that you receive the necessary communication. Please do not hesitate to contact us if you have any further questions or feedback.

  Customer Answer

  Date: 10/08/2023

  The company did reach out and resolve the matter, finally allowing us to close the account.  Thank you for the help from BBB to encourage this company to finally reach out and help resolve the issue.

• Initial Complaint

  Date:08/28/2023

  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.

  This water company has been refusing to come out and fix the water machine at my place of work, which is a residential mental health facility, with 16 residents. Our Accounts Payable office has been paying the bill every month, even though we are literally receiving nothing, because the machine has been broken for months. I just got access to our account page, and I can see that the monthly payments have been being made. However, there are monthly late fees going back to 2021, so apparently every month we have been incurring a late fee also, even though payables has been paying every month. Since the account owes money, this company refuses to come out to service their broken machine. They also refuse to come out and pick up the machine and close out the account. They are continuing to charge us over $200 every month for giving us absolutely nothing. Shouldn't payments be applied to the oldest bill? I've only recently come into my current position here, and I did not have access to all of this information before today. Aside from knowing that we have requested service multiple times over the last 4 months to no avail. I don't understand how this company can continue to charge us every single month for their broken machine to sit here. We are essentially being held hostage by this company.

  Customer Answer

  Date: 08/30/2023

  I received notice from our Accounts Payable department verifying that we HAD paid all past monies due.  The water company had not properly recorded that we had.  We were truly being denied service for no reason and paying for months for absolutely nothing.

  

  Business Response

  Date: 09/12/2023

  Hi *****,

  We were informed by our Account Management upper management team that you were contacted and provided account updates. We apologize foe for any inconvenience this matter has caused. Please contact our team if you have any further questions or concerns. 

  Thank you.

  Customer Answer

  Date: 09/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  It does nothing to make up for the months we spent with a broken water cooler, being denied service to repair it, while still paying the monthly fee to this company, due to their own poor record-keeping and lack of communication within their company.
  
  
  
  Regards,
  
  
  ***** ********
  

  Customer Answer

  Date: 10/06/2023

  Recent bill estimate received from this business, requesting us to pay for the next 9 months, PLUS a "removal fee," in order to cancel this account.