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

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

  
• 

  Quench Canada

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

• 

  Culligan Quench

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

• 

  Culligan Quench

  77 McCullough Dr Ste 9 New Castle, DE 19720-2089

• 

  Pure Water Solutions of America

  3208 S State St S Salt Lake, UT 84115-3825

  

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:08/17/2023

  Type:Customer Service 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 told to call the phone number, which is pointless. The automated system is terrible and hangs up on you with every option you choose. I finally found an email address and a Sales person called me. I asked for a water machine and after the first email 2 weeks ago I haven't received anything. No information at all if I'm actually getting the water machine or not, zero confirmation. Get a CRM system and help your customers with information flow. It shouldn't be this hard to keep customers happy. Probably going to cancel my account and send back the 3 machines I have. I selected no further contact by the business because I don't need someone else to blow me off.

  

  Business Response

  Date: 09/14/2023

  Hi ******,

  We have been informed by our Sales Director that one of our team members has recently provided you with updated assistance. We trust that the information provided was sufficient to meet your requirements. Should you have any further inquiries or feedback, please do not hesitate to contact us. We appreciate your bringing this matter to our attention. 

• Initial Complaint

  Date:08/05/2023

  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 rented a ice machine from said company two years ago, and since we got it, it has not been working we had many technicians come out and take a look at it change a part clean it out but nothing actually fixes it, finally the company said they would send us a new one and it would be installed july 13 but they canceled and said they would reschedule they never did, I have called many times talked to many people and nothing gets done, I would like for them to cancel my account with no penalty take there equipment back so I can find a way to run a successful business, without the hassle of a broken ice machine. I have never been late with my payments, and I have done everything possible on my end.

  

  Business Response

  Date: 08/16/2023

  Hi ****,

  We appreciate your taking the time to notify us of this matter. One of our sales management team members will be in contact with you shortly in order to address it. We apologize for any delay or inconvenience this may have caused. Please do not hesitate to contact us if you have any further questions or concerns.

  Customer Answer

  Date: 09/25/2023

  I have issues with my ice machine now for over two years techs have come out “cleaned and fixed” the unit and I still have the same issues finally a tech said I needed a new unit some part needed to be replace but that’s on the manufacture, so a replacement unit was needed to be found so I asked for a smaller bin that can hold 250lbs of ice, the company said ok and I got an email saying my unit would be installed july 13 2023, on July 13 2023 at 8am I received a email that my order was canceled and someone will contact me about a new date that never happened but my rate went up and I continued to pay without any issues resolved. Just last week I got an email saying that my unit will be removed on October 6 2023 when I call I asked if it was getting replaced I was told no just a removal and today September 10 2023 I get an email that I will owe over 6k for an early removal, I don’t believe I should be charged anything as I paid my bill on time I waited patiently For you to fix my unit no one ever calls me you guys can’t find me a replacement that meets my needs and obviously there’s been so many people involved I can’t get a straight answer from anyone can I get this resolved? Can someone please call me no one I talk to seems to know what’s going on. I continue to get random people emailing me with already made decisions not listening or understanding my situation again it’s been two years I can’t run a business properly with this unit and I’m not getting any help. I’m asking at this point to wave the early termination fees and take you unit again it’s been two years and you cant and could not resolve the situation As it’s been two years with this issue it’s not fair to my customers and myself to deal with this when it should have been fixed from day one.
  
  Desired Outcome:
  End my service with no fees

  

  Business Response

  Date: 09/28/2023

  Hi ****,

  Thank you for bringing this matter to our attention. We are pleased to inform you that our Vice President of Customer Care has already reached out to you directly with updates. Please do not hesitate to contact us if you have any further inquiries or feedback. We appreciate your business and remain committed to providing you with the highest level of service.
  
  

• Initial Complaint

  Date:08/04/2023

  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.

  We rented a water system for our home from ********* which later was bought by Quench. We fulfilled our rental agreement and were never late on a payment. Later, we were moving to another town and called to ask them to come and get their equipment. We were told when we had it installed that they set up and break down all their equipment. Since Quench does discontinued servicing residential, I was told to disassemble the unit (I have no idea how to do that) and drive it to their office across town. I explained that I do not know how and they needed to come get it and they refused. I called several times to be hung up on and left 3 messages for the Manager, which were never returned. I assumed they cut their loses since they could not fulfill the agreement we had signed with the company they purchased. We have no contract with Quench. Today I received a collections notice (1 year later) for $200. These people are scammers.

  

  Business Response

  Date: 08/16/2023

  Hi *******,

  We are sorry for the inconvenience caused by this issue. We have received notification that your account will be updated soon. A member of our accounts management team will contact you shortly with details about your account. Feel free to contact us if you have any further questions or concerns. Have a wonderful day.

• Initial Complaint

  Date:08/03/2023

  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.

  We paid this company in full and now they have "found" another invoice that is dated past the date of their cancellation. They are now using a collection agency to harass us. I dont blame the agency as they are only doing what they are mislead on. This company has been over the top with lack of customer support, leaving equipment behind so they could still bill us.

  

  Business Response

  Date: 08/16/2023

  Hi ****,

  We have updated your account after consulting with our management team. One of our team members has reached out to you through email and phone. If you have any further queries or concerns, please feel free to contact us. Again, we apologize for the inconvenience this matter has caused. Have a wonderful day!

• Initial Complaint

  Date:07/21/2023

  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.

  Our two medical clinics have had water service through WaterLogic for many years. Recently, ********** was bought out by Quench (similar story to many here on BBB). Since Quench took over, our ********** machines had an issue, and were replaced with inferior equipment. Our ********** equipment worked for years with no issue, but the 'new' machines Quench provided have leaked, had water temperature issues, and have required service multiple times. We've been receiving Quench marketing emails touting their superior Quench machines, and so I gave their sales department a call. We were offered machines much better than we currently have, for less than we were currently paying! We were given an ETA of 30 days for new machines and pricing, and finally we were excited about the new service that Quench offered. However, once sales learned we were current ********** customers, they stopped responding to calls and emails, and now claim that the quote (which I have an email copy) is somehow 'old pricing' even though it was from May 31st. It's clear to me that Quench considers existing customers from companies they buy out as 'second class' and could care less about the quality of equipment and customer service they are provided. One of the biggest reasons I am writing this today is I was on the phone with a Quench account rep and they hung up on me for no reason. They could have called back right away (they had our account pulled up) but we got nothing. I noticed the call cut off right at 1pm, maybe they go to lunch and kill all ongoing calls? So warning to anyone reading this, if you have good water service and Quench buys out your water company, CANCEL RIGHT AWAY.

  

  Business Response

  Date: 08/14/2023

  Hi ******,

  We appreciate your prompt communication regarding the issue at hand. Our Sales Manager has made multiple attempts to reach you through both phone and email channels. We kindly request that you respond to his outreach with any additional questions or concerns that you may have. We deeply apologize for any inconvenience this situation may have caused and remain committed to working with you to resolve this matter.

• Initial Complaint

  Date:07/14/2023

  Type:Order 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.

  Quench USA took over an existing, local company so I was forced to continue with them. I contacted them after several months explaining that I would like to cancel and that I was going to use another service. They made me pay over $400 to cancel. They stated that they would have someone contact me to set up collection of the equipment. No one contacted me. Then several months later, they charged me another $400+ for service that was supposed to have been cancelled. I can't reach anyone there to get them to respond to me. They owe me a refund, but their equipment is still here taking up space in my office. They are absolutely horrific to deal with.

  

  Business Response

  Date: 07/31/2023

  Hi ******,

  Thank you for bringing this matter to our attention. Following your complaint, our scheduling team quickly scheduled your appointment and one of our team members contacted you. If you have any further questions, please do not hesitate to contact us. We value your business and appreciate your feedback.

  Customer Answer

  Date: 08/02/2023

  [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 while the outcome is unsatisfactory to me, I will not continue the complaint. Please come remove your property from my business or I will assume I own it and use it for my own purposes. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:06/28/2023

  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.

  We sold our building in downtown Columbus in 2020 and at that time emailed Quench to cancel terminate service. I have called and emailed numerous times since, had representatives say it would be taken care of and they continue to attempt to collect payment for no services in three years. Not sure who they outsource their collections to but they need to get their communication process down better.

  

  Business Response

  Date: 06/30/2023

  Hi *****,

  We apologize that you have been unable to reach our team. After sharing your review with our upper management team, we were informed that your account has been updated. A member of our team will contact you to answer any additional questions. We appreciate your time and business. Thank you.

• Initial Complaint

  Date:06/28/2023

  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.

  We originally had a contract with **** ****** Waters which Quench took over. We were told when we first signed on with the original company that the machines and filters were to be serviced every 6 months to keep the machines operational. I've had to call to schedule such services each time. The last time a tech from Quench came out was in April 2022, who serviced the machine thoroughly and told us that there would be no need for us to call for an appointment that they are now scheduled automatically to come and service the machine. It is now 14 months, and no one has been here to service. We called to cancel our contract and was told they don't service the machines and they are trying to charge us for a remaining contract that they are clearly not holding up. As seen in previous BBB complaints, they have done it to multiple other customers as well. We also have an email to confirm we are canceling the contract but when arguing that they are not holding up to their end of the bargain and told them we will not release machine until we have it in writing that they will not be charging us anymore, and we hung up. Since matters were not resolved, we received another email this morning from Islam stating HE WILL LEAVE OUR ACCOUNT OPEN AND CONTINUE CHARGING US because we hung up on him. Instead of trying to resolve a matter, this is the solution he comes up with. We will be filing a civil complaint against them as well.

  

  Business Response

  Date: 06/30/2023

  Hi *******,

  Thank you for bringing this serious matter to our attention. We have received update from our account management team that you were contacted, and your account matter is being addressed. We apologize for the inconvenience these issues have caused you and your company. Please contact us if you have any additional questions. Thank you.

• Initial Complaint

  Date:06/07/2023

  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.

  Quench bought out Waterlogic, who bought out Pure Water Technology. I signed a contract with Pure Water Technology in September of 2015. The contract states that the units will be maintained twice a year. Under Pure Water Technology, this was not a problem. However, once they were bought out, this maintenance did not continue. The unit LEAKED and caused damage to our building. My account had always been paid up to date, until I contacted Waterlogic (and later Quench) about cessation of the use of the unit and to have them pick it up. I attempted contact beginning November 2, 2022 only to not hear back for several weeks. The unit was only recently picked up in the past couple of weeks, and Quench has been HOUNDING me about a contract that I DID NOT sign, that they are in breach of. A *************************** told me via email on January 17, 2023 "My supervisor just got back to me, and he said we can waive the buyout fee. I will process this cancellation right now, and there will be no fees. I'll reply back to let you know when I'm done, and then our Scheduling Team takes over, scheduling a technician to come out." She has now contacted me again on June 6, 2023, after several months of no response from a previous email about the pick up of the unit, claiming that I do now in fact owe money, after she had previously stated that I DO NOT, and says that that amount is in collections. I want this company to reverse the fraudulent amount that they claim is in collections, I want it in writing, and I want this company to STOP CONTACTING ME.

  

  Business Response

  Date: 06/30/2023

  Hi ****,

  We sincerely apologize for the unpleasant experience you have encountered during you short time with our company. We were informed that a member of our management team has attempted to contact you with updates regarding your account. The team is working to close any loose ends on our part. In the meantime, please check your email for updates regarding your account and feel free to contact us if you have any additional questions. Thank you.

• Initial Complaint

  Date:05/26/2023

  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.

  Quench was a new provider after taking over our original contract with ***** *****. They were sending invoices incorrectly, but when they finally were sent to the correct address, I paid them immediately. Jan, Feb, and Mar 2023 invoices were paid on 4/6/2023 (receipt of ACH transaction attached). As of 5/4/23, those payments were still not posted on Quench's side. I called their customer service department on 5/8/23 to ask why the payments were not reflected and ask why our water machines had not been serviced since February. I finally asked for a supervisor because the person was not able to answer my questions. The collections supervisor that I spoke with (******************* - emails between us attached) said that he would "escalate" the issue and would remove the hold on our account so that the machines could be serviced. I also requested a refund for the month of April since we could not use our machines due to them not coming to service them. **** said he would "request" that refund. He also assured me that I could reach out directly to him anytime to get a status update. On 5/19/23 I sent an email directly to **** and cc'd the collections **** to ask what the status was of the payments (still not being applied) and the service request (email attached). I never received a response. Today (5/26/23) I called the customer service department again. The person I spoke with this time said that there wasn't anything she could do because of the credit hold (still) being on the account. I requested a supervisor, and she said she couldn't transfer me because they were all in a meeting. At this point, I again requested a refund for April and then asked that a refund for May also be issued since my machines still have not been serviced and I should not be paying a monthly fee for machines that I cannot use. I also requested to close my account. She indicated that it would be 30-45 days before they could close the acct and that she didn't know how long the refund would take. 

  

  Business Response

  Date: 06/15/2023

  Hi *****,

  Thank you for bringing this important matter to our attention. We apologize that you and your company have encountered an unpleasant experience with your Quench service and account. We have contacted our upper management team regarding your account. Our team has informed us that you were contacted, and a resolution has been discussed with you. If this information is incorrect, please respond to this email thread. Thank you so much!