Complaints
This profile includes complaints for Culligan Quench's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 78 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:10/27/2022
Type: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 USA provides us with a water cooler. We have it in an isolated room with little traffic. Three people use it.
A clasp on its plastic facade broke. We called to report issue. They are not charging us for a whole new unit and we need to pay for a new one. $900 charge and a new contract of three years paying $60 a month. What a rip off. They charge us for an inferior product. There is no way that cooler is worth $900. It is over four years old.
After thirty minutes of discussing with agent, we made now progress. People need to know that the coolers are very fragile and they could end up having to pay an outrageous amount for a cooler.
I don't think I should have to pay for a whole new cooler due to a broken clasp.
Business Response
Date: 11/02/2022
Hello *****, we apologize for the inconvenience you faced
with the damaged unit. However, our records show that we are charging the fair
market value of $421. We are going to swap the old broken unit for a new, upgraded unit, which we will charge $51/month for. We have offered for our service techs to
remove the old unit when they come to install the new one. Thank you for your
feedback and again, we sincerely apologize for the frustration this has caused.
Your messages has been escalated to our executive team and we are working
internally to improve our operations moving forward.Customer Answer
Date: 11/10/2022
[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 no resolution in this statement. They state what they are overcharging me for. They are charging me for a defective unit, and then making me sign a new contract with them to avoid further charges.
It is not my fault their water unit is defective, and unfair they are charging me to replace it.
Regards,
***** ****Business Response
Date: 12/06/2022
Hello, we want to confirm that we have swapped the broken machine for a new, upgraded one. Instead of discounting the old unit that we offered, we are following up with this customer to see if he would be happier if we shortened the term length by 12 months if needed.
Customer Answer
Date: 12/14/2022
[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: I am still paying for old unit, new unit and new contract. Even if it is 12 months, which is better, I still have a lot of other charges that make now sense.
Regards,
***** ****Initial Complaint
Date:10/22/2022
Type: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.
A consultant I worked with signed a contract with Quench, I did not. I have no idea how they can keep charging us for a contract that was signed many years ago (not by me) for a unit in a space we have not inhabited in over 2.5 years. When CoVID hit and we had to vacate the office, I called and emailed Quench many times. I got no responses. I asked them to pick up the unit several times before I had to vacate, I got no response. Sometimes I got through to someone and would be put on hold. My staff continued to call Quench for several months to resolve the matter while the building's super kept the Quench unit safe. We received no responses. We continue to be charged by them and told they will charge us for the unit that they would not pick up for the 9 months we tried to get it picked up. This business clearly has no integrity.Business Response
Date: 10/31/2022
*******, we pride ourselves on our responsive customer service, so the fact that you did not hear from us is something we want to jump on immediately. Your message has been sent to our customer care team. We will work to cancel your account and remove your unit as soon as possible.
Customer Answer
Date: 11/16/2022
[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 not rejecting the response entirely. I am accepting their letting me out of the contract finally.I am only rejecting that they are awaiting the unit because we tried for 9 months to return the unit and business was non-responsive. And the unit is pretty old. We tried to order it again as a test (with another business name) and they said they no longer use that unit.
The woman from Quench, **************, who called me a few weeks ago was lovely. I just want it finalized that there is no charge for the unit given how hard we tried to return it before we lost full access to the office and the unit.
I look forward to fully resolving this matter soon.
*******************************
Initial Complaint
Date:08/31/2022
Type: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 company never changed the filters on the equipment, never maintained the machine, then the equipment was malfunctioning and causing the sink to overflow and our office to flood, this was after I called a technician out. I asked them to remove the equipment 3 months ago, still waiting to hear from people. The company takes you in circles. They refuse to cancel the 6 year contract even though the equipment is causing major damage. Its no wonder they lock you into such a long contract. Worst company ever to work with.Business Response
Date: 09/07/2022
Hello, ******, we are sorry your experience with Quench has been frustrating. We forwarded your message to our Customer Care team and they said our records show one of our representatives reached out to you in mid-July. We were able to remove your equipment in the middle of July and offered a 25% discount for the troubles.
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