Water Softener Supplies
Culligan of OrlandoFind BBB Accredited Businesses in Water Softener Supplies.
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Complaint Details
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Initial Complaint
01/31/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a water softener system through Culligan with the **************** included. They missed 3 salt deliveries last year. To begin this year they said a driver tried to deliver on the 27th (I didn't see anyone show up), and that the driver said system is down. I called on the 31st to find this out. This meant that they knew my system was down for DAYS without calling me. When I called just now, I will have to wait a week for repairs (I am hopeful they will even show up). I am also worried that since they missed so many salt deliveries that this could be reason why it is broken. This business needs to be investigated. I am beyond frustrated as I paid for a high end system with ************** Each time I am told deliveries would be made, but never do. In addition, their billing system keeps billing in error. I have been billed numerous times and each time I have to call and let them know to reverse charges. It happened all last year, and continued now into 2025. When I ask them they say there is a new accounting program. I am tired of having to call them repeatedly with either no answers for no-shows, or to reverse billing. It is very tiring and frustrating. And now with a broken system (probably from no salt deliveries), I am worried anyone from Culligan will even show up.Business response
01/31/2025
Management will review this and respond first thing Monday morning.Initial Complaint
01/18/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Culligan sales and techs seem to have very little knowledge in their field. My mother had a high end system installed by culligan Orlando in her home which was super expensive. The system was installed incorrectly. The plumbing was installed backwards so the water flowed in the wrong direction causing resin to enter the home. After months of complaining, they finally responded to realize the plumbing was backwards. Upon re-plumbing their system, it got even worse making the water unusable, ruined the dishwasher and washing machine along with many other issues. It was installed between the well and pressure tank which come to find out is not where it shouldve been installed. They now require that the entire house gets re-piped for their system to work properly. They are refusing to do anything about it unless we re-pipe the entire house to accommodate their incompetence.Business response
01/18/2025
Good evening. In April 2023, the Culligan system was installed in the same location as the old non working softener. In October of 2024, our Technician was called out for resin issue. At this time, he offered a couple solutions (install equipment inside next to the well tank) and that was declined due to space. The second solution was to have a plumber run a correct loop to the outside, where we would re-connect our equipment so the customer could have treated **********************. The customers son at that time advised he would contact a plumber to consult having the pipe run outside where we could re-connect the equipment.
We are still awaiting an answer on that.Customer response
01/19/2025
Complaint: 22829678
I am rejecting this response because: it does not matter where an existing system was installed, it was a different system all together. it is the responsibility of Culligan's salesman and/or technical personnel to sell and install a system that will work with each situation, and they failed miserably. you're not waiting on a response because i gave you a response which was, we are not re-designing the plumbing in the house to accommodate your equipment, this should've been explained at the time of sale not after it fails. your system is currently unhooked and sitting there doing nothing and you have offered zero solutions. you and your equipment has severally failed and caused contaminates into the home potentially causing harm to the elderly people in the home. the water has been unusable since your equipment was installed. the water is much cleaner since your equipment was unhooked. we are simply requesting a full refund, and you can come get your equipment. you need to do the right thing because of your staff's incompetence and you unwilling to offer any solutions other than "we're waiting for a response". if the full refund is not given, we are fully willing to take you to court for the refund plus damages of appliances, and the decline of health to the owners an attorney's fees. your staff's incompetence has completely depleted the owner's confidence in your company and wants your equipment gone.
Sincerely,
**** ******Business response
01/22/2025
Thank you for the response. Our equipment was purchased to replace the original equipment on site. The agreement was to remove the existing equipment and install the new Culligan equipment in its place. This is what was completed. We are more than willing to install the equipment inside next to the well given space will be provided. The other option is to have a proper treatment loop installed where the equipment was agreed to be installed.Customer response
01/23/2025
Complaint: 22829678
I am rejecting this response because:that's not what happened and it's not an option. we have lost all confidence in your company and your technicians. we have changed direction at this point, and you need to refund the amount paid due to your incompetence and inability to offer any real solutions. so, it's been a few months now since your techs disconnected the system and have heard nothing back from you regarding any real solutions. we are not re-plumbing the house after the fact to accommodate your ineffective system.
Sincerely,
**** ******Business response
01/23/2025
The two solutions offered by our technicians are real solutions. With the well area being located inside the home, the two options listed previously are the current solutions available. We can install the equipment in the well area.Customer response
01/23/2025
Complaint: 22829678
I am rejecting this response because: that area is not available. you guys ****** up and im done going back and forth. see you in court
Sincerely,
**** ******Initial Complaint
10/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased a unit from Culligan which has been giving us problems from the beginning, it has now been 10 months and this unit has been out of service more than it has actually worked. They have sold me a defective unit and take their time everytime we call them to come out. It has now been over a month we called about the unit being off, they need to replace a part, we keep calling and getting the runaround. They say they will come out and then no call no show. This is absolutely unacceptable. They never call when they say they are going to call.Business response
10/17/2024
Unfortuantely, some parts have been on a back order. I have spoken with the Orlando office and have been advised that this customer is on the schedule for repair.Initial Complaint
09/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have contacted Culligan Orlando repeatedly over several months to have our bill fixed to reflect the accurate services they have provided. The bill continues to not be corrected, leaving us no way to pay it. We have emailed, called, even drove 40 minutes to their office to resolve this. We also cancelled our service at the beginning of August, and just received an invoice with charges for a water deliver that NEVER HAPPENED! We just want to pay the actual amount we owe and be free of this disorganized and poorly managed company. What a disaster!Business response
09/11/2024
We are aware that incorrect invoices have been sent out. It is working on this and corrected invoices are expected to go out as early as Friday of this week. Thank you for your patience during this database changeover.Customer response
09/11/2024
Complaint: 22272584
I am rejecting this response because:
We have been trying to work with Culligan for MONTHS to get our account corrected. The invoice from this week is the least of my concerns and when it is corrected, should state $0. I want the account to reflect the balance on the corrected invoice sent 1 month ago, so I can pay the bill. Also, for some reason Culligan wont cancel the service, even though we requested it through 2 employees, including the general manager.
Sincerely,
***************************Business response
09/12/2024
A correct invoice was emailed to the Wife's email on the day of the office visit back in August. We are aware that an incorrect invoice went out yesterday. IT is working to resolve for all customers and new corrected invoices will go out shortly.Customer response
09/12/2024
Complaint: 22272584
I am rejecting this response because:
I understand the newest invoice is being corrected.Ive been trying to have my online account reflect my accurate balance, so I can pay it and be done with Culligan. It has taken months to have previous invoices corrected and now its been over 1 month since receiving the corrected invoice, yet it still is not updated on my online account.
Weve also requested service be cancelled. Culligan has been trying to fix their billing issues for a year now and this continues to get ******* and *******.
You cant keep telling us you are trying to fix our billing, because the reason we are here is because nothing is happening.
Sincerely,
***************************Initial Complaint
08/26/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Company took my deposit for water delivery and when I canceled the contract they came picked up their bottles and didnt issue the credit back. They continue to refuse to have a manger talk to me and keep telling me money in my account will appear in a week and it never does. When I call back their manager is always in the meeting and never calls back.Business response
08/27/2024
On 8/26 this customer called into our office to advise of a credit on the account. Our office manager did place a call back to the customer and left a voicemail advising that she had submitted a check request and also left her direct number for a call back. BBB complaint is unwarranted. PLease check voicemial. Feel free to call back in if you have any questions.Initial Complaint
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Water softener system purchased: 3/29/24 Installed: 4/12/24 Incorrect installation noted and agreed upon: 5/15/24 After being told about an improper installation of a water softener drain line, that could cause sewage and bacteria to enter the water softener. Culligans service supervisor, ****, agreed that it was incorrect and needed to be fixed immediately. After multiple calls to have the issue corrected the service supervisor visited my home and devised a plan to correct the issue. After another bout of calls to schedule the service. The technician was unprepared and didnt know what the service manager had planned and agreed to do. The water softener system is only 4 months and Culligan of Orlando has failed to correct the issue. I am worried that bacteria is entering my water and my family could get sick. I am asking that the system be removed and a full refund be provided!Business response
07/08/2024
Upon reviewing the account with local management, after the initial install, the inspector did advise that the drain needed to be redone. Our Service manager met with **************** and advised that we would return to re-configure the drain per the inspector and add the needed air gap. Per our Service Manager, **************** declined. We are absolutely willing and ready to return and add the air gap to the drain. While it is highly unlikely that it is needed, we will also swap ****************** unit out to address any fears of potential bacteria.Customer response
07/11/2024
Complaint: 21955695
I am rejecting this response because:Sent Via: Email (ODR) From: *************************
From Email: ************************* To: Subject: More Information Date Sent: 7/8/2024 3:48:51 PM Date Read: 7/11/2024 11:05:43 AM Attachments: Per ****, the proper way to fix the issue is to run a drain line under the paver walkway and trench all the way out to the street and that is the repair that was agreed upon. Unfortunately, Culligans personnel was not prepared or informed of the scope of the task. ****, the technician, informed me it would require two technicians to complete the repair. At this point, I am only looking for a refund. I no longer wish to do business with Culligan due to the lack of communication, values, customer service and honor.
Sincerely,
*************************Business response
07/22/2024
We truly understand ******************** frustration on this matter. Per the inspector, the drain line on this installation needs to be air gapped to the cleanout. We are prepared and willing to make this happen and swap out the unit for ****************.Customer response
07/31/2024
Complaint: 21955695
I am rejecting this response because:
Sincerely,
*************************Customer response
08/01/2024
I currently have no confidence the repair will be completed correctly and per their service manager, ************ the repair was set as follows A service technician would drench underneath the paver walkway and alongside the driveway so that the drainage tube would not be tied into the main drain. No they have proposed to simply attach an air gap device to the main drain which is adjacent to the front door and would allow sewer gases possibly enter the home.Initial Complaint
11/02/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Culligan water company missed delivery to my residence leaving me without water for weeks. Called multiple times to address missed time with them not delivering water. Finally after multiple calls I received water. Manager said due to missed delivery he would credit my account for 5 - 5 gallon bottles of water Whit h was never done. Now my water was delivered with only 2 - 5 gallons and 2- cases of water but was charged for 5 - -5gallon bottles and 2 cases of water. This company is fraudulent and needs to be held accountable.Business response
11/02/2023
Management has reached out and spoken with the customer and resolved this complaint.Initial Complaint
11/07/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
What ever chemicals they are putting in the softener are giving me sores on my legs that take forever to clear up. There are are others health issues also. They keep telling us they will get back to us but never do. I have been to 2 different drs, There is a lot more to this that is a lot to write. We shut the softener off and my sores went away. It took we a while to figure out what was causing the sores that is why it is over 12 months. We paid $5800.00 for something I am not able to use. I need some help resolving this. Thank you. *************Business response
12/12/2022
Business Response /* (1000, 5, 2022/11/09) */ We feel this is an unwarranted complaint. Customer is on city municipal water and has a whole home carbon filter, water softener, and a reverse osmosis drinking water system. All equipment was installed just under 17 months ago. When the customer called in October of 2022, she advised that she had sores on her legs and it must be from the water softener and they wanted to return it. Our return policy is 30 days. We did offer to come test the water and our service department ran a service call to complete the test. This would typically be a chargeable call, but in the effort to provide good customer service, we did not charge for the trip. The water test did come back as expected and tested soft. All equipment was checked and is currently working as it is intended. This is municipal water so there are no chemicals being added to the water by Culligan. The only chemicals (chlorine and possibly chloramines) added to the water would be from the municipality. Our system is there to reduce said chemicals and soften the water prior to entering the home. We have thousands of these systems in service with only this complaint of sores. Our systems have been tested and certified by WQA against NSF/ANSI Standard 372. We have recommended a visit with the Dr. and advise them that she has a water softener and go from there. If the Dr. thinks the water softener may be an issue, then please let us know why. This is a first for us.Initial Complaint
07/29/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Culligan installed my water softener in zip code *****. Culligan's installer cut the sprinkler system wires, so there was no irrigation. A Culligan representative said they'll take care of the expense and need an estimate from the company who'll be fixing the problem. We contacted a company that was recommended by a friend, and the irrigation man, Curtis S********, found the cut wires had caused our irrigation pump to overheat and stop working. We sent his estimate for the replacement pump and labor, which totaled $700, to a representative at Culligan. After calling back to check the progress of our refund, we were told that the person we spoke with was no longer with their company. Then spoke with Mr. R***** **., Service Manager Culligan Water Of Orlando 407-236-3550. June 16, 2022 Mr R***** stated: I'm sorry I thought you were already contacted in reference to the information you sent to us. Corporate cannot approve the reimbursement due to the invoice you sent us. The invoice should be an official letter head type where the name of the company is at the top with logo. Not a hand written one. Curtis, the irrigation man, had inspected and gave a handwritten estimate. So I contacted Curtis and said we needed a formal invoice to be reimbursed by Culligan. I sent the formal invoice to Mr R***** with request for reimbursement. Called a couple times and was told Mr R***** was out of the office. Called again and spoke with M. L******, who said they didn't have proof that we paid Curtis. I called our accountant and asked her to locate a copy, front and back, of the cashed check. I emailed the copies to M. L******. Then she said that they need a copy of Mr S********'s (Curtis) W-7! Culligans people have been at our house and saw the wires were cut. Mr S******** located and fixed the problem. We provided Culligan a formal invoice showing $700 due. We provided a copy (front and back) of the cashed check, in the amount of $700, to Culligan. It's been 5 MONTHS!Business response
09/01/2022
Business Response /* (1000, 5, 2022/08/04) */ Case is under review by management.
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