Complaints

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 8, 2024, I met with ***************************** at Culligan Water to discuss the discoloration that we were getting in our bathtubs and I wanted that rectified. ****** did testing and said I needed a water softener which I agreed to. We did not want the drinking water aspect just the water softener. I also agreed to have Culligan maintain the system,I noticed that my tub was still experiencing discoloration, so I contacted Culligan. Culligan had another representative come out on June 13th. That representative said the ** levels were too high and that the discoloration would always happen unless I got another system. I was not happy as we paid $4,803.62 and the main reason was for the ** levels which I specifically explained to ******. On June ******* ****** sent me a text saying he was going to check with MJ and get back to me. I have attached the text exchanges.I have called Culligan repeatedly and I have not received any calls back.I asked them to stop delivering and they still deliver. They were supposed to put the salt in the system, but they leave at the end of my driveway even though I am home.I dont know what to do since I get no response from anyone.

  Business response

  09/04/2024

  Hello,

  I connected with ***** today, 09/04/24.  I will honestly admit there has been some delay in connecting with her for several months prior to this complaint. It seems the contact number that I have been given/on file was not actually *****'s number.  (I had tried to contact her on at least 4 occasions previously)

  I apologized to ***** for the crossed communications between her, myself and our office. I offered her a solution today to help alleviate her ** issues with her water. We are offering an additional piece of equipment at a discount as well as the chemicals required to raise her ** in her water initially. We are giving her credit back for the monies paid from the piece of equipment that was installed previously to address the ** issue. There will be no additional installation charges other than cost of the new equipment itself minus they credit she will be given.

  Unfortunately, I explained to ***** that water chemistry can change at any given time, that is why we come out and retest the water at the very least annually for a customer when we provide service. This is a characteristic unfortunately of owning a home with a well water supply, what is put into our environment can change the water that comes up in a customer's well.  

   

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i've already filed a **mplaint here and no one responded to me, against culligan water ** warwick, ri ac**unt #******. my pump was not working and tech came to my house while no one was home, original **st of service was approx $250, i was at work and no one witnessed service, tech called me and stated now repair would be approx $500, then on same phone call re**mmended more service that would now be approx $900 and if i did it it would be like a new system and i would not have any problems for years. then stated if i didnt do it and needed another repqir i would be charged another service charge and again stressed that my system would be like new, so i siad ok. i came home, nothing looked different on my system, within weeks i called because my appliances were stained w rust, loads of laundry were ruined w rust and i had spent hundreds on rust remover products, i made an appointment and was told i would not get charged, this was still during **vid and i was a **vid nurse and got called in to emergencies often and had to reschedule many times cuz i had to staff the **vid intensive care units, i was spoken to inappropriately on phone and was repeatedly told my system was like a car and needed maintenance, i again stated after being charged over $900 and my system still not working, when tech said my system was like new, i shouldnt be calling within weeks and paying another service fee. finally had tech **me and they had not left the handles in right place so rust was pouring in and ruining. i had called my house insurance ** and they said i **uld file a claim for all damage and that it seemed like tech did not repair system, esp since NO ONE was there to witness it, when ** told me they wouldnt charge me for the tech to **me back i held off on the house insurance claim, tech came, then i got an email showing the bill and there was no balance, so left it at that. then started getting phone calls and emails and bills for the service. then endless late fees

  Business response

  04/10/2024

  *************************/***** #****** has been a customer since 11/02/05 according to our records and her account is currently in collections due to lack of payment . The equipment that she currently owns has been rarely serviced since then. She currently has no service plan on her equipment, someone adds both salt to the system and changes the filters and potentially maintains her equipment.  Her equipment requires annual service and it was rebuilt on 07/28/21 at her request, while her chemical feeder was being serviced by our technician. (Well over 15 years since the customer's start date was the rebuild performed.)

  The customer has had problems with her chemical feeder over the years since 2005 due to the extremely high amount of iron in her well water. She only contacts us when there is an is*** with her chemical feeder, nothing else. When the technician was in the home to service the feeder system, he noticed the rest of her equipment was never serviced and it was due. He called her on the phone, gave her the costs of the service and she agreed to pay the costs for service.  

  She expressed in her written summary that a technician on a subsequent service visit for ***** water, noted ball valves were left open causing ***** water and stained laundry.( This was on 02/07/23, if you recall we last visited her 07/28/21) As I have previously mentioned, we do not change her filters or provide salt to her. Someone else maintains the filters and salt, we would not have reason to open the bypass valves on her equipment if we were not servicing them. With the amount of iron in her raw water, the pre-sediment filter should be changed every three months and the post-carbon filter ever 6 months. By her recollection, her filters hadn't been changed in over a year and a half since our last in home visit? 

  I've spoken to her once since then when she expressed the high costs of the repair. She has made attempts to make a partial payment on her account but a check has been returned from the bank for insufficient funds. We have records of conversations that were held between **************. and our customer service reps. ******** on 11/28/23 where she threatened to *** for harassment if we kept contacting her to collect her debt. She also stated she had an attorney. We will no longer service her account upon her request due to the in collections status. 

  The current balance owed on her account as of 3/31/24 is $467.50. 

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