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:02/27/2023

  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.

  We are a current customer of Quench*. We contacted our account representative in December of 2022 to cancel our contract and have the unit removed. The reason for this was poor customer service and long delays when requesting service for our unit. As of February 27, 2023, I have not heard from anyone. Five emails have been sent to my account representative, three to the billing/account support general email, and two to a sales representative. None have been replied to. I have called the main customer support number 3 times. Once I was on hold for 47 minutes and no one ever picked up. The unit is still being paid for each month, but it is not being used, and we would like it to be removed from our property. I have exhausted all possible avenues for contacting them.

  

  Business Response

  Date: 03/01/2023

  Hi *******,

  We apologize that you had to take time away from your day to share your unpleasant experience. We are happy to learn that a member of our team was able to provide you with a resolution regarding your account. Our scheduling team has scheduled the removal of your unit for Thursday, March 2, 2023. Please do not hesitate to contact us with any additional questions or concerns. 

• Initial Complaint

  Date:02/23/2023

  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.

  We got ********** back in 2017 right before the pandemic. We tried cancelling early on in 2022 because they provided no service and we were paying a high monthly cost with nothing in return. Because we were under a contract, we couldn't cancel until October 2022 so I waited until October and cancelled. ********** was bought out by Quench near the end of 2022 and they started charging us in January 2023 even though we cancelled our account. I received no cancellation documents from ********** but I wasn't getting charged anymore until Quench took over. I had contacted Quench NUMEROUS times with NO LUCK OF ANY CALL BACK OR RESPONSE. I probably called AT LEAST 20 times. I finally got a hold of someone and I told them that I had disputed the recent charges to my card as they were wrongfully charged and I just wanted to outright purchase the machines. The person on the phone confirmed but on the invoice they are charging me FOR ANOTHER MONTH OF SERVICES EVEN THOUGH I HAD CANCELLED. I called once again and finally got through to one of the account managers named ***** who told me that she did see multiple cancellation notes on my account BUT MY ACCOUNT WAS STILL NOT CANCELLED. She wanted to speak to her manager about my account and said that she would call me back but I haven't heard from her. I STILL haven't heard back from after trying to get a hold of them once again. It has been many months of getting the run around and I am so fed up with their lack of services THAT SHOULD HAVE BEEN CANCELLED.

  

  Business Response

  Date: 03/01/2023

  Hi ****,

  We sincerely apologize for any inconvenience this situation has caused you or your location. We are happy to report that a team member contacted you with a resolution. Please do not hesitate to contact us with any additional questions or concerns. Have a great day!

• Initial Complaint

  Date:02/06/2023

  Type:Delivery 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.

  Signed a new contract with Quench in December, 2022. We have 3 locations and all were supposed to have new water cooler units installed. To date, only one has been installed and I'm still waiting to know when the other 2 will be installed. Received several install dates that were either incorrect by the location or they never showed up. I have had several, more than 5, conversations with this company and they continue to either not follow up or will follow up with yet another install date that they never meet. Did a review on ****** & was told someone would get right back to me to get this taken care of, that was a week ago and still no contact. To say that I'm not impressed is an understatement. We were customer's of the company that Quench purchased for over 15 years, sure wish they were back. Was supposed to have a local sales rep reach out and that's never happened. This companies customer service needs some serious work.

  

  Business Response

  Date: 02/13/2023

  Hi ***,

  We apologize for the inconvenience and delay in receiving your unit. After speaking with our service and scheduling team, the date for the arrival of your unit to our nearby branch is February 13th. Once that unit arrives, our service team will do a quality check, and then a scheduling team member will contact you with a date of installation. If any issues or transit changes should arise, a member of the team will contact you with updates. Thank you for being so patient. Have a great day!

  Customer Answer

  Date: 03/09/2023

  [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:01/18/2023

  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.

  1. Our water filtration company, Interior Solutions/Certified Pure Water/Blue Reserve and WaterLogic has changed names multiple times and we just received an invoice on 1/9/2023 from Quench, but no notification if this is our new company. This is the first we've heard of this name and wanted to confirm if the company has taken over Interior Solutions/WaterLogic as we emailed them on 1/9/2023 to confirm, with no response. We don't want to pay a bill to a company with no confirmation as to whether it is correct.2. Also, we have contacted WaterLogic multiple times since March 2022 regarding the requisite quarterly cleaning of the filters, in ALL our onsite water filters, which have not been cleaned since 2021. We have yet to receive a response over the past 10 months as to when this will be done. No one has responded or changed our filters. This is highly concerning for health reasons.3. We also informed them in November that we needed a water cooler removed from the ********************************** kitchen, by December 31, 2022, since we don't own this space and will no longer be renting it as of that date. Once removed we wanted it, or a new standing filter installed in our ********************************** location. We have not receive a response and had to vacate the **************************. space and remove the equipment ourselves due to no response. We still need an install as we are paying for this equipment that is not being used. All we've received were auto-generated ticket numbers ********, ********, and ******** which came through after emailing [email protected] and ********@waterlogiceusa.com, which is the only contact information we have, yet no response from anyone to setup a time.

  

  Business Response

  Date: 01/27/2023

  We have been in contact with this customer to apologize for the confusion and the service delay. We sent the customer a welcome letter, which explains the customer's updated billing information and the combination between Waterlogic and Quench. Lastly, we scheduled to have a technician service this customer's machines today 1/27/2023 and Monday 1/30/2023. 

  Customer Answer

  Date: 02/13/2023

  [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 ********.  They sent an introductory letter to confirm they are now responsible for our machines.  They did send someone out to clean the machines on the dates noted (I did not see a sign off on the machines tags for those they completed cleaning).  We await the final visit in removing the tabletop water filtration machine and the installation of a new free standing machine. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:01/13/2023

  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.

  Our coffee pot has been leaking water for 6+ months and has not been fixed or replaced. They keep creating new cases & escalating every time I call but nothing ever gets done. They will not let me speak with a manager, other department, or anyone else.

  

  Business Response

  Date: 01/27/2023

  ****, we sincerely apologize for the faulty coffee brewer. We want to help resolve this frustrating issue as soon as possible. However, we're not able to find your account in our system. Can you please provide us with an account number, case number, or Q number so we can have someone follow up with you to make sure your machine gets serviced?

• Initial Complaint

  Date:01/10/2023

  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 have attempted for several months to have incorrect billing for a location in ** removed from our account as we are in **. Quench USA has recently acquired Waterlogic and all incorrect billing is still on our account. We have also supplied proof of payment on open invoices to Quench USA. Case numbers have been submitted via Quench, with no resolutions. We have multiple units that need service, but the work orders have been denied due to our account being on credit hold. We feel we are due credit for units not in use.

  

  Business Response

  Date: 01/30/2023

  Hi,

  Thank you for providing feedback regarding your account. We apologize for any inconvenience this issue has caused. Our upper management team has been informed of your complaint. A representative will be contacting you to discuss the details of your account. 

  Customer Answer

  Date: 02/02/2023

  [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:  There is not a resolution.  This complaint needs to remain open until it is resolved.  Thank you.
  
  
  Regards,
  
  South ******** Services Inc.
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 03/30/2023

  Hi,

   

  We apologize for the delay in providing a resolution. We sincerely appreciate your time and patience. Our ************* team has informed us that the remainder of the account was canceled on Monday and removal is scheduled for today, March 30th. Please contact us if you have any questions or concerns.

   

  Have a nice day.

• Initial Complaint

  Date:01/02/2023

  Type:Customer Service 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 merged with ***** ***** and they are just as terrible. They never notified me of my new account number and I haven't been emailed a single bill to view it. My biggest complaint is that the customer service is non existent for this company ever since I have been roped into a contract. Their customer service number re-directs you to another company so you are not able to reach a person at the company. I called the customer service number directly from their website. The sales rep, **** ********* from the Grapevine, TX location, misrepresented the quality of service we would receive from the company. He told us that our units would be serviced several times a year and that we wouldn't have an issue with filters freezing in the winter. It was a lie that technicians come by multiple times a year as it is company standard for them to only come once a year. Our filters have also frozen multiple times since signing up and it takes over a month to get a technician out once scheduled. **** also put my email on the contact wrong so I did not receive a bill from the company until (8) months after I had signed up. They presented me with a nearly $900 bill and also didn't correct my email whenever I notified them of the issue. Another (3) months went by before they contacted me again and she didn't fix my email yet again. I reached out to a manager to get assistance, ***********************, and he extremely unhelpful and clearly didn't care the level of unprofessionalism I had experienced with him company. They have (5) year contracts and they have a clause in there that if you don't cancel within (60) days they automatically renew you for a year which is deceptive.

  

  Business Response

  Date: 01/10/2023

  Hi ******, 

  Thank you for contacting us. We apologize for the inconvenience this issue has caused.

  Our Account Management team has responded that you were contacted, and a resolution was discussed. 

  We sincerely appreciate your business.

  Have a great day!

  Customer Answer

  Date: 01/23/2023

  [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:12/23/2022

  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.

  Request was made to remove a water cooler on 05/12/22, and requested the water cooler be removed by the end of May. After two weeks on 05/22/22, a representative advised the SOONEST they could remove the cooler was 06/22/22. Leaving us with nearly a month of additional charges due to their schedule. Our contract was initially with H20Joe and Waterlogic did not provide an updated contract or disclose any change in our agreement terms. I attached the original contract for our water cooler. Again, there is no mention of a buyout fee. After requesting a breakdown or proof of where we agreed to this stipulation. Which waterlogic has failed to reply to or provide any documentation backing up this charge.

  

  Business Response

  Date: 01/10/2023

  We have followed up with this customer and apologized for this frustrating experience. We also credited the open balance to return the funds that were charged after the customer requested cancelation. 

• Initial Complaint

  Date:12/22/2022

  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 were using **** ***** ********* for water and ice at our business. ******* had met with us and talked to us about a month to month program. We did not want a contract and ******* assured us we would not have to be and never will. Every time they came to service the machine they tried to get us to sign an agreement that required a 60 month contract. We fought it every time. In addition to this, our machine constantly broke down. It was serviced many times for issues and was replaced at least twice. We closed our business after 2 years and spoke with **** ***** about picking up the machine. They tried to get us to put it in our house but we didnt want that. They came and picked up the machine in April 2022. They were then sold to Quench USA. It has been 6+ months and we are now being contacted by them for missed payments and claiming we still have the machine. Machine has been with them since we closed in April. They can't find the machine. They have abusive business practices and salesman who will say one thing and do another. We just want this to stop and go away. We were told everything was closed and done in April, only to have it brought up 6+ months later.

  

  Business Response

  Date: 02/06/2023

  Hi *******,

  We apologize for the inconvenience this situation has caused you and your location. Our team would like to contact you and discuss this matter further. Please provide your company's name, phone number, and email address. Once you provide your contact information, a team member will contact you.

• Initial Complaint

  Date:12/14/2022

  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.

  I purchased filtered water service for my business in April of 2018 from Pure Water Inventions. It was a 60 month contract. Earlier this year (2022), Quench USA, Inc bought out **** ***** **********. Since that buyout, Quench has failed to provide any service for the filtered drinking water system or the distilled water system I get from them. It has now been over a year since either system has had maintenance performed on them. Most filters are only good for 6 months, so I have been paying for filtered water and only getting unfiltered water. I have tried to cancel service from Quench at my Midvale location over the last several days and they won't just do that. First they tell me my contract has 16 more months on it and I owe them $3,100 if I cancel. I have to correct their math that only 4 months is left. I tell them I want to cancel it anyway and have them collect their equipment, but I can't get a straight answer out of them. I tell them I shouldn't have to pay the final 4 months of service, as they have not been providing a service. They ignore that too. They say the contract doesn't say when they have to provide maintenance. This is ridiculous. They have defaulted on maintaining the equipment, I shouldn't owe them anything for the last 4 months. It is dishonest and I want other people using Quench that they are not providing the service they promised. I would also like them to come get their equipment at Midvale. I have another contract for water services from Quench at Draper  and I want a document from them with promised maintenance intervals they will service that equipment. Thanks

  

  Business Response

  Date: 12/16/2022

  Hi *******,

  I apologize for the inconvenience this matter has caused. Our goal is to make sure each customer has a smooth journey during their time with Quench. After speaking with our sales & service teams, I was informed that you were contacted, and a solution was provided. Please continue to contact us with any additional questions or concerns.

  Thank you for your business.

  Customer Answer

  Date: 12/23/2022

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