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:05/16/2023

  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 would like to express my concerns and share my experience with this company, which I believe has questionable business practices. As a former ********** customer, I encountered difficulties following Quench's acquisition of the company. My situation is unique in that I purchased a water dispenser outright from **********, with the sales agreement stipulating one year of service only. This was explicitly written into the contract to avoid automatic billing each year. I have proof of payment for both the water dispenser and the one year of service.After Quench acquired **********, I received a notice threatening to send my account to collections if I did not pay for an ongoing annual service agreement. I explained my situation to Quench, and after numerous follow--ups, they finally responded. They provided me with a copy of my ********** purchase agreement, claiming they could not find any information regarding the non-renewal of the service. I promptly highlighted the relevant section in the same document they sent me, indicating "No Auto-Renewal" and my payment for one year of service.Quench acknowledged their mistake and assured me that my account would reflect a zero balance. However, I later received another email requesting proof of payment for two invoices from 2021. I provided the requested proof, even though it was an unnecessary burden due to their inadequate record-keeping, and confirmed that both the machine and one year of service had been paid for.Despite my efforts, Quench continues to claim difficulties in reconciling my account. I am concerned that this company's billing practices may be fraudulent. It seems they are attempting to collect on invoices that have already been paid or arbitrarily placing customers on service contracts and pressuring them to pay outstanding balances.I would like to caution others to be wary of engaging in business with Quench. My experience has been horrible, and I believe others may face challenges with Quench.

  

  Business Response

  Date: 05/25/2023

  Hi ****,

  Thank you for bringing this issue to our attention. We apologize for the inconvenience this has caused you and your company. We were informed by our VP Customer Care & Sales Operation that you were contacted with updates. Please let us know if you have any further questions. Thank you so much for contacting us.

  Customer Answer

  Date: 06/09/2023

  [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:05/11/2023

  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 had no contact from Quench/********** in 2019, then in 2022, we received an email stating that there were 3 outstanding invoices dated 11/1/2019, 11/2/2020, and 11/2/2021. These are all fabricated invoices as we never received them prior to 2022, and we never received the services they claim. In all prior service calls, we always signed their work order. Since I know they were not at our office, there would be no signed work orders. I asked them to produce copies of the completed, signed work orders which they have never been able to do. I replied to the 3/23/22 email on 3/30/22 with no response other than phone calls from reps saying we had outstanding balances. Each time I explained the situation. Each time the rep said they would note it in our account and have us removed from the list but to no avail. Then we received a letter from a collection agency. I've called their office with no resolution. They fabricated these invoices, and how many others, to make the company's books look better when they were trying to sell the business. They were ************* and were purchased by Quench. ********** did shady business and our credit rating will suffer due to their lie.

  

  Business Response

  Date: 06/05/2023

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

  We apologize for the inconvenience this matter has caused you and your staff. After speaking with our Customer Care upper management team, we were informed that you were provided updates and a resolution. Please contact us if you have any further questions and concerns. Thank you.

• Initial Complaint

  Date:05/07/2023

  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.

  Water cooler, water filter in office has not been serviced or repaired (hot water spout not working) for over two years. I am paying for this service. Quench has taken no action after several phone calls over that two year period. For example, case # ********, no response over 10 days. Cancellation #******** and confirmation ********* two months ago, cooler is still here, and Quench is billing us for this time period! The filter is unchanged and two years dirty, no one is touching this filter and it is in a public area, we have to monitor and ask customers not to use. 4/27/23 email to Account manager, remove and stop billing, no answer. Please remove the filter Mon-Fri, 8AM-6PM. Refund due $136.57. No further contact from this business. I am even more disappointed after seeing the comments on the BBB website about Quench and their, I will get back to you responses. I need a date and time for their action. What is the next step after the BBB? Thank you for your assistance.

  

  Business Response

  Date: 05/11/2023

  Hi ,

  Thank you so much for bringing this matter to our attention. We sincerely apologize for the unpleasant experience you have encountered. After speaking with our Customer Care upper management team, we were informed that your account concerns have been addressed and an email confirmation was sent. Please let us know if there are any other questions or concerns!

  Customer Answer

  Date: 06/02/2023

  [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:  The water cooler has not been removed from our business office.  June 8th will be 30 days from last contact with Quench and a date has not been set, scheduled or the cooler removed.  Yes, Quench has cancelled our contract, account and has updated balance due to zero.  Thank you.  Please remove the leased water cooler.  Should we perform the disconnect (this will be an expense, plumber) and discard the cooler?  Need more communication from Quench.  Thank you.
  
  
  Regards,
  
  
  
  **** ***** 
  

• Initial Complaint

  Date:04/25/2023

  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.

  We at *** started a relationship with Quench back in September 2022. We ordered 2 water machines from them at that time. Only one of them was installed over a month after anything was signed. The other machine did not get installed until after 4 months had passed. This only lasted a week or so until it was noticed that their machines were leaking all over our cabinets in the break room, causing damage. After getting a technician out here to look at the issue, he determined that the machines were installed incorrectly causing it to not drain properly. At no point did I have anyone contact me to help until I called in to cancel. Whenever I called in to the service number, all I was told was that someone would get a hold of me by the CSR.  This never happened. When I was contacted by ***************************, an account manager, saying that i would be dealing directly with her, she asked me for pictures of the damage caused by the improperly installed machines, that I sent to her, I get told everything has to go through the director. I found out this morning that our account has been sent to collections. It has been a nightmare dealing with these guys with little to no communication.

  

  Business Response

  Date: 04/28/2023

  Hi ******,

  Thank you for bringing this matter to our attention. We apologize for the inconvenience these issues have caused. We have spoken to our Accounts Management team, and they informed us that your account balance was updated, and the removal of your unit scheduled. Please contact us with any additional questions or concerns.

  Customer Answer

  Date: 04/28/2023

  [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,
  
  *********************
  

  Customer Answer

  Date: 10/03/2023

  We were customers of Quench for several months. After months of non-communication and ineptitude of the installers of their equipment, we finally worked it out with Quench that the contract would be cancelled with no penalties due to the fact that equipment was installed improperly and damaged cabinets. This was all supposed to be complete and finalized back in April 2023. We are still getting collection mail from Quench and whenever I try to get a hold of someone there, I can never get a hold of a real person. Easily the worst customer service i have ever seen in my life

  

  Business Response

  Date: 10/16/2023

  Hi ******,

  We apologize for any inconvenience caused by this matter. We want to assure you that we have taken your complaint seriously and acted upon it promptly. A senior member of our management team has already contacted you via phone and email. If you have any further feedback or concerns, please do not hesitate to contact us. We appreciate you bringing this matter to our attention.

  Thank you.

  Customer Answer

  Date: 10/16/2023

  [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 as long as what was promised to me will actually be followed through with.  
  
  
  
  Regards,
  
  
  
  ****** ****
   
  

• Initial Complaint

  Date:04/20/2023

  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 have tried to cancel our rental of water dispenser for approximately 2 years. The company has refused to accept our cancellation (we have no contract). We have offered to return the unit we rent and no one comes to pick it up. Then we are billed monthly and threatened with having our bill sent to 3d party collectors. No one ever seems to see a record of it when we speak to representatives.

  

  Business Response

  Date: 04/28/2023

  Hi ******,

  We appreciate you taking the time to share your overall experience. We apologize for the issues you have encountered during the cancellation process. This is not the experience we want you or any other Quench customer to encounter. We have spoken to our Accounts Management team, and they have closed your account with no additional information needed from you. Our team also informed us that you were contacted and provided documentation that your account is fully closed. Please contact us if you have any further questions or concerns. Thank you.

• Initial Complaint

  Date:03/30/2023

  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.

  We have this water machine from Quench. After we used it for about half a year, it starts to dispense water with small black particles in the water. We requested a filter change, and they came out and changed it for the first time in 12/2022. It did not fix the problem. Then we requested another service, and they came in 01/23. It didn’t fix it again. We asked for a replacement unit. They came and did another filter cleaning again in 02/2023. The same problem still exist. AFTER 3 FILTER CLEAN, THE SAME **** PROBLEM STILL EXIST. The technician was so unprofessional. He told us “this water is not going to kill y’all” as he stares at the black particle in the water. I asked him to drink it in front of me, he said nah. Called the company for a replacement, they said ok. Then they sent the replacement to a totally different address. Called them back again in the beginning of March. Told me they will schedule a replacement on 03/28. Then I got an email saying the service had been scheduled on 3/28 at an Utah address. I called them back right away asking why does the email says the replacement is going to an Utah address? They said they don’t see that. 3/28 comes, NO BODY CAME. Called them back again, now they say we are going to send this to a scheduling manager to replace the unit. WHAT THE ****?! What happened to the last replacement request?! All of these back and forth for absolutely nothing. What a horrible company. They have a contract with ******** corporate so we can’t change company. If this is up to me, QUENCH will 100% be on the blacklist. We will never use Quench ever again.

  

  Business Response

  Date: 04/10/2023

  We sincerely apologize for this unpleasant experience. Upon receiving your complaint, we escalated your message to the head of our customer care department. Our records show that a work order was completed and that your machine was successful swapped out with a new one. 

  Customer Answer

  Date: 04/28/2023

  [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:03/22/2023

  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.

  My office leased water machine units for our kitchens. Quench purchased the contract from my original vendor **********. The customer service support with Quench has been terrible. It's like pulling teeth to get a response or for them to take action. Since my first outreach on 1/3/2023 requesting to terminate our contract and have them collect the units I have received 5+ scheduled pick up confirmation emails, and yet no pick up. I have requested confirmation our contract/account has been canceled, and the request goes ignored. Today they managed to coordinate someone to pick up, but he will only take one of the units as they did not schedule pick up for all three. This has been one of the most ridiculous experiences when it comes to service. I just want the units picked up so I can be done with this company!

  

  Business Response

  Date: 04/10/2023

  We escalated this case to our leadership team upon receiving it. After looking into this issue further, it appears that this removal was canceled at first. It has since reopened and was completed on 3/27. We canceled the remaining contract as well.

• Initial Complaint

  Date:03/16/2023

  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.

  the company charged wrong and sent to collection agency. I didn't receive any inv. or bill from the co. for 18 mos. I didn't get any maintenance service since June 2021. They have to clean the filter at least every 6 mos. Otherwise lots of Bacterias grow in the machine and the quality of the water is worse than tap water. they charged $24.99 for the maintenance fee for 18mos. And the last payment of the machine rental was Nov 19th 2022. the contrant of the machine ended Nov 2022 and the machine is mine and I don't have to pay the rantal of the machine anymore. TheY kept on charging me the money on me. The contract was for 60mos from 12/19/2017 thru 11/19/2022. after that day the machine is mine they took over from another co. and they didn't do anything and they charged money$38.32 for 2 years. I am not going to pay any money because I am drinking tap water. My cats have diarrheas and the quality of the water is not drinkable.

  

  Business Response

  Date: 03/27/2023

  Hi ****** and *****************,

  We apologize for any inconvenience this matter has caused you both. Our Account Management team informed us that your case has been closed and a pickup is scheduled for 3/2. Also, a credit memo request has been submitted to offset your outstanding balance. Thank you for your patience during this process. Please contact us if you have any additional questions.

   

   

• Initial Complaint

  Date:03/14/2023

  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 was called on by a Water salesman who promised me $100 per month for service with no contract required.I recieved my first bill and it included a $200 set up charge which i never agreed to. Soon my repeated calls were finally returned. The person on the phone was fairly illiterate and could not understand my request to cancel the service. I never recieved a contract nor did I even sign anything. Today I have an $800 bill that remains unpaid until I am able to get the $5200 bill settled after their attempts to bill me for the entire term.I felt like this was a con job and they have slow played me to build up the bill. I am researching my recourse including filing with small claims court. I'll be sure to share my story with Wise county residents including the chamber of commerce. The company changed names due to poor reviews and bad press. In my opinion you cant run from your problems if your communication with customers is so sadly lacking.

  

  Business Response

  Date: 03/20/2023

  Hi ***,

  Our Account Management team has informed us that you were recently contacted by a representative. They discussed that your original WL agreement was for 60 months signed on May 18, 2022. Please let us know if you have any questions. Thank you for providing feedback regarding your account.

• 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.

  Hello, I am writing in today to ask for help. Our issue started in June with Waterlogic, before they sold to Quench. I’ve sent emails (attached) and left them voicemails. Then I called Quench on 12/8/22 and spoke to a representative who said she would have a sales rep call us back in about 2-3 bus days, as of 1/19/23 I had not heard back. On 1/19/23 I called Quench Customer Care, *****, the rep I spoke with, said that she did see the ticket made on 12/08, she apologized and said that she wasn’t sure what happened. She then said that she would tag her supervisor on it and that I should hear back from someone by tomorrow We have a unit that hasn’t been serviced in over 2 years. We also need to have the unit moved. The Quench rep I spoke with on 12/08 said Quench could not honor our original agreement with Waterlogic and said we would need to pay $150 to have our unit serviced and another $150 to have the unit moved, so $300 in total. I told her that I believed it just made more sense to have our unit switched out for a new one. She then said she would have someone from sales contact us in 2-3 business days. That did not happen. Finally on 02/07/23 ***** from Quench called me to say they could help us by giving us 5 months credit (though the unit has been unusable for much longer than that). In his own words, it is not safe to use a machine that hasn't been serviced in over 1 year. Our machine hasn't been serviced in going on 3 years now. ***** said someone would call me in 2-3 bus days to schedule a new install and as of today we have not heard back. I did leave ***** a voicemail yesterday. I'm hoping that filing this complaint will help resolve our issues.

  

  Business Response

  Date: 03/10/2023

  Hi ********,

  Our service team has ordered your unit. Once the unit arrives, a member of our Planning and Scheduling team will contact you to schedule an installation date. We apologize for the inconvenience this issue has caused. Thank you.