Complaints

• Initial Complaint

  01/31/2025

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  We are a non profit 501(c)(3) nursing home. We used Culligan to deliver bottles of water for water coolers and leased the water coolers. They were continually delivering late and not amount of bottles requested. This did not work for us because our residents have neurological ailments and are very heat sensitive and need the fluids to keep them healthy. Also, they would never give us updated new units for the coolers. We ended our contract with them in August of 2024. For the past 6 months they keep saying they will pick up there old warn out units, but when the day arrives they never show. In addition they keep sending invoices for units they never pick up and keep charging us for those months they never picked them up. We just want to be done with them.

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I cancelled the service and culligan was supposed to pick up the equiptment and empty bottles . I left all of it outside my door on the 10th floor of the condo I live in. We are not supposed to be blocking the hallway. They were supposed to pick it up at the end of last week or monday. I have attempted to call several times but it seems impossible to speak to someone who can help me. Please help me and have culligan pick these things up as well as a full water bottle that I don't want. Thanks!

• Initial Complaint

  09/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We bought a water softening system on 6/18/24 and gave the sales rep a check that day. The system was installed on 6/27. On 7/31, I got a bill for the entire cost of the system, plus a $25 finance charge. When I called Culligan and told them I had given a check to the sales rep, they looked at their records and said they would contact him. A few hours later, he called me all upset, was sure his manager had lost the check, but said he'd come to our house to get a new check and he'd cover our check-cancel fee out of his own pocket. By dinner time, he was at our door with $35 cash and I gave him a new check. This was all weirdly unprofessional, but to make things even more rich, I got another bill last Friday (9/20) saying we owe a $25 late fee. This is insane. Of course, trying to call their billing office is impossible, but I was able to leave a message and never heard back. This has turned into a time-consuming mess, and I'm starting to suspect they just want me to pay whatever they say in order to be left alone.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a service contract with Culligan, where they come and service my system once a year. On April 24, 2024 during midmorning, my ***** technician came to my home to spray and when he went down in the basement, he noticed there was a leak coming from my ceiling in the basement. I asked him where it could have been coming from and he said perhaps my dishwasher was leaking or my sink. I called ****** plumbing company, and a plumber came within an hour. He discovered I had no plumbing issue, but a leakage was coming from my reverse osmosis connectors installed under my kitchen sink. I had no idea this had happened until I opened the bottom of my cabinet. I noticed the base of my sink had warped and the reserve tank had shifted. It appears the system has been leaking for some time. I called Culligan and they sent two technicians out. They had to insert longer tubing and replace several connectors. After all of this was done, the leakage had stopped. I asked the technicians who is responsible for the damages. They told me they were only here to service the system and that I had to call the service office. I talked to the service manager, Chris C********. I told him what had happened, and he told me I was out of luck. He stated, I had to inform them within 30 days after the service, of any leakage problems. I have had this system for seven years and never was it mentioned of a 30-day notification period. I requested by phone, for a copy of my service contract and their insurance information. On 5/3/2024, I talked to the service department, and I was told this information would be sent to me. As of today, I have not received this information. On 5/17/2024, I was informed the Cincinnati office was unable to locate my contract. Today is 5/28/2024 and I have not had any progress getting this issue resolved. There is a mushroom about 20'' wide that is growing on my basement ceiling. There are obvious signs of mold and a smell now forming. I want the damages fixed!

• Initial Complaint

  07/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Mar 20, 23 I had service on my water filtration system. I wrote a check & they left. Mar 23 my check was cashed. A few weeks later I get an invoice for the full amount + $5 paper processing fee. I think they haven’t documented the check on my account yet, so I ignore it. The next month I get an invoice w/fees added, so I call the office @ 5:04pm Fri May 5. I get redirected to an answering service telling me someone will get back to me. I get a call Mon May 8 9:38 am saying they did actually receive my payment, so I could ignore the invoice & they'd correct my account. I got another invoice the next month w/additional fees. I call on May 26th. The girl who answered said she wasn’t the one that normally did that, so she took a message for someone to call me. No one called me. I call back a few days later (June 6). They tell me they have no record of my payment & ask for proof of the cashed check, so I emailed the employee, Tangela, a picture from my bank of the cashed check & they respond saying they will send it to their manager to resolve. I get ANOTHER bill, this time threatening to send me to collections. I call on 6/22 & tell the girl I’d like to have this resolved, she responds with “I had nothing to do with this, let me get you to someone who did.” & passes me off to Tangela who gets on the phone and tells me she “did her part” in forwarding it to her manager but she’d look into it & call me back. She called me back at 5:02 pm & left a vm saying she was still working on an answer and someone would call me. No one did. I get ANOTHER bill on 7/6 and call the office at 5:45pm. I ask for a manager to contact me & the answering service took the message. It is 3:30 pm on 7/7 & nothing. They cashed a check for 413.60 on 3/23 & failed to update my account even after providing proof that they received the money. I would like all of the additional fees to be cleared from my account. My account number with Culligan is ****** and the invoice in question is ***********3.

  Business response

  07/17/2023

  I reviewed customers account and her check was posted to the wrong customer.  This will be corrected by the end of the day.

  Customer response

  07/23/2023

  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

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had Culligan since March of 22, I have never ever had a full month of clean water. Maintenance has been to my house almost every month to every other month to " fix" it and it's never fixed. Then they blamed my hot water tank but yet my cold water is disgusting too then they blamed my pressure got that fixed and still nasty water. The system is not using salt, I've had the same 3 bags since January. The only solution they have is to take it out. They will not change the system. It is not using salt. I stopped paying because they won't fix it. I can't give my babies baths I can't wash my dishes I'm sick of it. I want it fixed

  Business response

  04/21/2023

  This belongs to Culligan of Mansfield oh not Cinncinnati

• Initial Complaint

  03/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  . My husband and I have 5-gallon water bottles delivered to our house and we have for at least 20 years. We first bought out water from **** ***** until 2019 when Culligan of Fairfield took it over. Anyway, when we first began water delivery from **** *****, my husband bought the water cooler so we didn't have to pay rent on it. This was fine. We paid for our water bottles and they delivered them with no problem. I was checking out my bill from Culligan and they are charging me $7 a month in rent. I wouldn't have even noticed but they charged me extra for the bottles that they had already picked up. I called to find out what the rent we were paying and they said it was for the cooler. I told them we have owned it for 20 years and it was ours. We didn't pay **** ***** rent to show them the proof. Their response was that we got the cooler free because we had water delivered through them and Culligan owned our cooler. They also said that unless I could produce a receipt from 20 years ago, I would continue to pay rent. They threaten to turn it over to collections if we don't pay the rent. I did ask them where the contract was that said we got the cooler from them.I was quite upset and they were very rude. I finally gave up and had my husband call. They told him the same thing so he paid $55 for a cooler we already owned. We didn't want to continue to pay rent and we don't want our credit damaged. So far we have paid Culligan $420 rent plus $55 for the cooler that we already owned. They said the cooler cost around $250 which I know we have already paid **** ***** $150 for the cooler 20 years ago! I guess I am wondering how many other people are being charged for a cooler they own. I really don't know if you can help me but I would love to get some of the money back I paid in rent. I am hoping you can help. Any help would be greatly appreciated. Thank you, **** *** ***** ******** ************ **** ***** ***** *** ********* **** *****

  Business response

  03/15/2023

  We do not handle water delivery that is done by Culligan of Fairfield.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted company to come to our home and offer suggestions for water softener replacement. They failed to show up at the arranged time and date. They never contacted us or offered any explanation. Then they randomly showed up a month later and talked their way into our house through my wife. In the meantime I had already contacted others about our issues. The company insists on trying to bill us $180+ for a service call. They of course keep adding late fees and finance charges. Trying to call their billing department to resolve the issue is not satisfactory as they only offer a voicemail & call back option.

  Business response

  03/15/2023

  We show the customer calling in for a bottle dispenser in December of 2022.  That is not handled out of our location the call was sent to Culligan of Fairfield.  A service call was scheduled by the customer for service.  We quote our service call price on the phone when setting a service call.  We call the evening before to remind the customer of the appointment.  Both of the numbers on the account were disconnected.  We went out for the service call the customer let us in.  She showed us where the softener was our our tech did a diagnostic check on the system.  The bill is a legitimate bill and the customer owes for the call they set up.

  Business response

  03/15/2023

  We show the customer calling in for a bottle dispenser in December of 2022.  That is not handled out of our location the call was sent to Culligan of Fairfield.  A service call was scheduled by the customer for service.  We quote our service call price on the phone when setting a service call.  We call the evening before to remind the customer of the appointment.  Both of the numbers on the account were disconnected.  We went out for the service call the customer let us in.  She showed us where the softener was our our tech did a diagnostic check on the system.  The bill is a legitimate bill and the customer owes for the call they set up.

  Customer response

  03/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Not accurate on the response. No numbers we've had in the past 10 years are "disconnected." Showing up unannounced over a month late is not acceptable. I would never contract with a business that is this inept at handling simple administrative tasks. No service of any value was given by the company & none was authorized.

  
  Regards,
  
  **** *****
  

  Customer response

  03/16/2023

  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, reasons for rejection are included below.

  Not accurate on the response. No numbers we've had in the past 10 years are "disconnected." Showing up unannounced over a month late is not acceptable. I would never contract with a business that is this inept at handling simple administrative tasks. No service of any value was given by the company & none was authorized.

  
  Regards,
  
  **** *****
  

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I GET CHARGED $ 29.96 EACH MONTH, AND I CAN'T GET THEM TO SERVICE THE EQUIPMENT THAT IS COVERED IN THAT PRICE, NOR GET THEM TO DELIVER SALT. (WHEN THEY DID DELIVER SALT, IT WAS SAT IN THE DRIVEWAY, RAIN, SNOW, TO SET THERE AND GET ALL WET! NEVER RINGING THE DOORBELL/RING TO PUT IT IN THE SYSTEM LIKE THEY ARE SUPPOSED TO DO. NOW NOT EVEN GETTING IT AT ALL !!!) I HAVE TRIED TO CONCACT THEM OVER 5 MONTHS TO GET THEM TO SERVICE MY SYSTEM AND WHEN I WAS GIVEN A DATE, A MONTH OUT AT THAT. THEY CALLED THE DAY OF SERVICE TO CANCEL, AND GAVE ME A NEW DATE 3 WEEKS OUT !!!

  Business response

  02/07/2023

  Customer called 11/2020 and cancelled salt delivery.  Called in 12/15 for service tech went out on 1/6 to service unit and we are going back on 2/21.  Installed unit in 2017 customer did not call for service for over three years.  The unit needs serviced yearly.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a commercial grade water softener for our residence from Culligan, which has never worked correctly. I’ve contacted Culligan more than 20 times, requesting help to fix machine, as soon as it was installed. They never identified a problem. I wasted thousands of dollars purchasing their salt, that was wasted in the faulty machine. I was charged for several service calls, which manager said she would refund, and she did not. In fact, more service charges were added to bill. We endured several no-show appointments, and appointments where uneducated service people damaged the Machine even more, requiring the Culligan to send another service call to clean-up the mess of the previous service call. I’ve spoken to numerous new managers, calmly explaining the problem and asking for help. Each manager would empathize and apologize, but never fixed the broken machine. Most recently Todd, the commercial-unit service provider, finally found the broken part that was causing the unit to work improperly all this time. However, I’ve had 3 no-show service calls, and 3 messages left for service manager- not answered. I want the faulty unit removed, and all charges regarding this faulty water softener, the salt, and service calls to be refunded. I initiated these calls when the unit was brand new and under warranty.

  Business response

  02/06/2023

  Spoke to customer 2/6 2:56pm I am sending out our sales manager Scott K***** to make sure she has the right application for her home.  Tech is scheduled 2/10 to go replace a part,  Customer is satisfied at this time.

*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. ↩