Complaints

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

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  Culligan Water

  211 Overlook Dr Ste 344 Sewickley, PA 15143-2459

  
• 

  Culligan Water

  1220 N Main Street Ext Butler, PA 16001-1538

  

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:04/22/2025

  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.

  Last time Culligan sent me to their home office today a bill of 305 dollars and didn't provide me a itemized bill I payed it and just today they sent me another past due bill thanks to them not billing me and now they want me to pay 230 that past due I'm refusing to pay it because they didn't provide a bill of service to me the second time.

  Business Response

  Date: 04/23/2025

  Good morning,

  I tried reaching out via phone and email this morning to get this issue cleared up. This is the second time we have received this complaint and I had called back in February, but did not get a response. I see now that the email that we have on file ( ****************************** ) is different from the email that was submitted here ( ******************* ). I resent a copy of the most recent invoice along with an account reconciliation to both those emails. I need clarification on where to send future ******** to though. 

  If there are any further questions/issues, I can be reached at ***************************************** or ************ or ************.

   

  Thank you,

  ******* ******

   Office Manager

• Initial Complaint

  Date:02/24/2025

  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.

  My delivery driver did not provide me with the receipt for the last 2 deliveries that he made to my address.the on 2 /21/2025 I received a past due bill in the amount of ******. for the first delivery they said I owed them ****** for the salt and water that was delivered but I didn't receive the bill from the driver after the delivery via text. So being they didn't text me the bill I didn't know to send in the ******. And for second delivery I only received 5 / 5 gallon water jugs.And they are trying to charge me ****** for the water. It seems some one is trying to make so extra cash.

  Business Response

  Date: 02/24/2025

  Dear ******,

  I wanted to reach out as it appears we do not currently have a valid contact number for you on file. I would be happy to look into your concerns and resolve any issues as soon as possible.

  Please feel free to contact me at your earliest convenience so that we can ensure everything is in order.

  Thank you, and I look forward to hearing from you soon.

  
  Best regards,

  *******

   Office Manager

  ************- Office

  ************- Cell

  Customer Answer

  Date: 02/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

   

  From: viperluke <****************************>
  Date: Mon, Feb 24, 2025 at 2:11 PM
  Subject: Re: You have a new message from the BBB serving ******************** regarding complaint #********.
  To: ****************************************** <******************************************>
  
  

   

  
  Hi responding to the message that I received to my complaint against Culligan water #******** and in regards they said they didn't have a valid contact number but that's not true I haven't changed my number or my email that they have on file. And I have d been receiving bills via my email all the way up to two months ago.

  ************

  Regards,

  
  ****** **********

  Business Response

  Date: 02/26/2025

  Good morning,

  I called and left a message yesterday. Please give me a call when you have a chance so I can look into your account with you. Thanks!

  *******

  Office Manager

  ************- Office

  ************- Cell

• Initial Complaint

  Date:08/22/2024

  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.

  Fifth visit by a technician for home main water purification system. Problem still not resolved. Called off office for explanation/recommendations for self maintenance. Was told technician will not be available to help clarify his work. Charges accrue at $90 for showing up. Charges for labor and parts replacement are unreasonably exorbitant, and seemingly unfounded. A rebedding of a carbon filter was conducted that required 3 separate visits and failed to correct the issue of black soot in our drinking water. Most recently on 8/20/2024 the chlorination system was found to have failed within one month of the 3 previous visits. No explanation or recommendations were documented or offered to my wife who was present for the visit, or myself having requested via email a written set of instructions, for which we were denied by the office attendant “Kristy.” It was explained to me that we should not request an explanation “After the fact.” Our problems with this company have been ongoing and unavoidable because the home was purchased with this Culligan system already in place. Also, only liscenced Culligan technicians can asses and correct these systems. This in itself is troubling, and may be in breech of fair practices. I’m sure this company is over charging and creating unnecessary job tickets (chop shop.). For others in my community and beyond. Any assistance in this matter would be greatly appreciated.

  Business Response

  Date: 09/03/2024

  Good afternoon,

  Our apologizes on the delay. We have received this complaint and will be looking into the issues listed and respond within the next couple of days. Thank you.
  

  Business Response

  Date: 09/05/2024

  Our standard service calls are billed per piece of equipment that is serviced, currently at $180 for the first unit and $90 for each additional unit plus parts. These services do come with a 60 day warranty period if another service call is needed. We quote this fee every time that service is scheduled to avoid misunderstandings.  There is not a technician in the office available for immediate consultation as they are scheduled full days in the field. Our repairs are documented and our technicians explain to the best of their abilities what caused the problem and what was done to remedy the issue at time of service.
  

  The total amount billed to the customer for their 6 service calls over the last 3 and a half years is $1549.79, including $885 in labor, $557.05 in parts, $107.94 in state tax, and a credit of $165.85. Below is a breakdown of the service history for this account.

  The customer first called us to
  schedule service in December of 2019 when the house was purchased.  An appointment was made, but subsequently cancelled
  by the customer. Contemporaneous notes indicate that the customer cancelled the
  appointment because they were unable to wait a week for our technician to come
  out, and that they called another company to come out.  Customer called back to schedule service
  again in February 2021. 

  On the first visit, the customer asked us to service all
  equipment, which had been installed in 2017, but had not been serviced since
  that time.  Our notes from the time that
  the service was scheduled indicated that the customer was advised that service
  on the first piece of equipment would be $155 plus parts.  Additional pieces of equipment would be
  $77.50 each plus parts.  While 4 pieces
  of equipment exist in the house (a carbon filter, a point-of-use RO filter with
  accumulator tank, a chlorination feeder, and a 120 gallon retention tank), and although
  all were serviced, we charged only for 3 of the units. Notes show that the
  technician replaced the four filter cartridges and post-carbon filter on the RO
  system, which incurred a parts charge of $278.03.  Pressure was added to the accumulator tank and a
  leak sensor was repaired. The use and care of this system was discussed with
  the customer, who also asked about the possibility of moving this system to an
  upstairs bathroom.  Technician noted that
  the accumulator tank would not fit in the vanity cabinet, and the countertop
  could not be drilled for the faucet due to its poor condition. The next piece
  of equipment to be serviced was the carbon filter.  Service for this unit included testing water
  quality before and after the filter, explaining its purpose and operation to
  the customer, and advising that the media should be replaced when chlorine
  started to become apparent at the spigots. 
  The technician demonstrated that this could be tested by the customer
  with the test kit used for their swimming pool maintenance.  The chlorination feeder was examined and
  tested.  It still contained 15 gallons of
  usable solution.  The 120-gallon
  retention tank was serviced and tested. 
  A disconnected leak detector was returned to service.  These use and care of these units was also
  explained.  Including $41.14 in state sales
  tax, the invoice for this visit totaled $629.17.

  The second visit occurred 5 days later on 2/17/21 when the
  RO system stopped working. The technician found that the leak sensor was wet
  and had therefore tripped, however, there were no leaks found.  The technician replaced the leak sensor with
  a new one.  The customer was charged for
  neither the service call nor the new sensor. On 3/10/21, the customer called our offices objecting to the
  charges from the initial visit.  At that
  time, we removed the additional-unit service fees of $165.85 as a one time courtesy. 

  We were called back to the customer’s house 5 months later
  on 7/02/21 to re-install the RO system after some remodeling had taken place in
  the kitchen.  Despite the difficulties
  faced by the technician due to the leak sensor and monitor sensor being
  disassembled, we charged only for the cost of a service call - $155 + $10.85
  tax.

  The customer contacted us in September of 2022 to schedule a
  service call and asked that we waive the fee. 
  After being told that we could only waive the cost of this service call
  if the customer held a service agreement with us, the service call was
  declined.

  The fourth visit occurred 6/6 of this year when the customer
  found it was time to replace the media in the carbon filter.  This is a process that involves removing the
  tank from the residence, returning it to our shop to be emptied and rebedded
  with virgin activated carbon. The cost to rebed the filter is $305, plus the
  cost of the service call, which has risen in the past few years to $180.  Despite the fact that this process requires a
  return service call for re-installation, we charge only for the first visit. A
  hot water tank was installed blocking access to the Culligan equipment, causing
  the need for the replumb which took extra time and parts.  A hot water tank was installed blocking access
  to the Culligan equipment, causing the need for the replumb which took extra
  time and parts. A hot water tank was installed blocking access to the Culligan
  equipment, causing the need for the replumb which took extra time and parts. We
  charged only for the parts used - $60.80. During this visit, the technician
  also serviced the chlorination feeder. 
  He found that the ball and seat at the injection point was in need or
  replacement.  The 2nd unit
  service fee was $90 and parts were $93.44. 
  Total invoice amount was $780.29 including tax.

  The fifth visit was to re-install the rebedded filter.  There was no charge for this visit.

  Our sixth service call took place on 8/20/24.  There was some black material coming through
  the system.  The technician found that
  another component of the chlorinator had failed. We did not charge for the
  service call, only for the parts involved. 
  The total for this visit was $240.49 including tax.

   

  Customer Answer

  Date: 09/05/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.]
  
  System is not repaired.  Recounted billing history is inaccurate.  Service instructions have yet to be provided.
  
  Regards,
  
  
  
  **** *********

  Business Response

  Date: 09/12/2024

  We spoke directly to **** yesterday and scheduled a service tech to go out next Tuesday, 9/17 to evaluate the equipment and explain it to ****. We also emailed **** owner's manuals for future reference. 

• Initial Complaint

  Date:09/14/2023

  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.

  This Kendra woman is threatening me and being very mean in her emails for a payment of 152.87

  Business Response

  Date: 09/18/2023

  Please see attached email thread. We do not believe this customer was threatened as he is stating because we sent him our standard letter that we send to all accounts that are more than 120 days past due. Customer had been contacted by us many times in the last few months via phone, email, and letters in regards to their past due amount. Customer has also spoken with Chad now and advised payment is coming within the next two weeks.