Complaints

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Several years ago , the Culligan Man installed a water softener for my hard well water. Not only did the lines fall of the ceiling, but stainless steel supply lines were installed. This incorrect installation led to premature failure of these lines and flooding of the utility room. So, it leads to the current complaint that the Culligan Man came out to fix those lines, but did not finish. On Dec. 23 2024, the ******* left about 10 AM (after starting around 8 AM). At about 10:15, I noticed that there was virtually no hot water pressure, and called the *******, who could not come back. I then was directed to leave a message with the operations manager named ****, about no hot water. No one ever tried to get back to me heading into Christmas or after. The worker gave me a bill of $407.23 as he left, then a bill of $509.46 arrived on Jan. 6th 2025, for the very same job.

  Business response

  01/10/2025

  Good Morning:

  We installed a Culligan unit in January of 2013.

  Soon after we had to go back and fix part of the install - 2 small hangars were coming out of the ceiling that attached the plumbing lines. We fixed it.

  In July of 2020, we went out on a service call to replace a seal **** (this is common after about 7-10 years.

  Since then, there has been no service calls on this unit.

  In December of 2024, *** reached out to us about replacing some plumbing lines that looked wore out, which was the pex lines and coupling. This is 11 years later.

  We stated that the lines are still going to be replaced with pex, and we can use different couplings then what we used back in 2013. We explained that it wasn't needed, however, he wanted it all replaced. We stated that he would have to pay for the trip charge, labor and parts. He agreed to these charges.

  On December 23, 2024 our service technician went to the home. He replaced everything *** asked him to replace. The bill came out to $509.46.

  However, when our tech was there he had all of the charges on the paperwork that he gave ***, but he had added it wrong. He labeled all parts and the total but didnt add it in with the final amount. It is clearly written on the bill handed to him which has the techs handwriting on it. 

  On the final bill, i charged for everything including the parts, however, instead of charging for 2 hours of labor as stated on the hand written copy, I only charged for 1 3/4 hours, so *** was given ***** plus tax off of the final invoice.

  We did provide the service that *** asked for. We clearly stated that he would have to pay for trip charge, labor and parts. And we clearly stated replacing all of those lines was not necessary, however, he wanted us to proceed.

  After our tech left the home, *** called our tech and stated that he had no hot water. Our technician told him, that what he did had nothing to do with the hot water. No reason to mess with hot water, heater or valves. 

  However, while our tech was there, he stated to *** that he could smell gas, and it was coming from the hot water heater. He stated it to *** twice. *** didn't seem concerned at the time. Whatever happened with the hot water that day had to be caused from a faulty hot water heater. Nothing that Culligan did.

  I would assume the hot water issue has been resolved as we have not heard back from ***.

  I have attached both the handwritten invoice handed to *** on the day of service from our service tech, and the final bill that was sent to ***. 

  If you need any further information, please feel free to contact me.

  Sincerely,

  ***** ****, GM

  Culligan Total Water of Baraboo,

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

   

   

  Customer response

  01/10/2025

  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 
  The repairman who can out on 12/23/2024 when doing the repair, cranked down too hard on the shutoffs above the hot water heater and one of them stuck.  This stuck shutoff made the hot water flow to a trickle.  He did not finish the job,  I only diagnosed this situation later from a third party.  In that you are in no way responsible to your customers needs and only want their money, of course nobody got back to me.  Is anybody surprised that the first bill was wrong, and you want me to pay a higher bill?
  Regards,
  
  *** ******

  Business response

  01/14/2025

  Good Morning:

  We would have to disagree with the customer's response.

  Our service tech would have absolutely no reason to touch either one of those valves for any reason. He never had to deal with any hot water at all, nor worry about any hot water. He replaced the lines and connections.

  The only thing that was ever shut off was the main water line. This valve was close to the floor. At no time did he shut off any other valves. The valves above the hot water heater were never touched.  Again, our tech mentioned to him the smell of ****** coming from his hot water heater and the customer ignored it. 

  ********************** takes no responsibility for what this customer is accusing us of. 

  The billing issue was already reported in the 1st response. It is obvious this customer does not want to pay for the work done, which is why he didn't pay us anything while we were there. Standard procedure is to collect on the job.

  Sincerely,

  ***** ****

  GM

  Culligan Total Water

• Initial Complaint

  10/10/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We have been paying a rental fee for two water softeners since 2015 per the contract attached. The 60 month contract has expired. We decided for various reasons to request removal of the equipment. On September 11, 2020, ***** **** of Total Water promised in an email that removal of the equipment would be at no charge.We eventually requested removal and the equipment was picked up on September 13, 2022.I was billed for an entire month of service in September 2022, and I paid for half a month since we did not receive services from September 13, 2022 on. The contract does not preclude proration of monthly service. Total Water is asking that we pay for the entire month of September 2022 we did not receive services from them. They cite the reason as they did not charge for pickup of equipment. However, I was promised that pickup would be at no charge. So what remoins is Total Water charging for services not rendered.I am requesting that the balance on my account, $37.51, to be cleared since I did not receive services since September 13, 2022.

  Business response

  10/24/2022

  Good Morning:

   

  This customer could have been charged for removal of the units of ***** each, however, since they had been customers for so long, I made the decision to not charge for the removal.

  However, when we remove equipment in the middle of a month, we do not prorate it. I saved them approximately ****** and they are complaining about 37.51.  However, I have already deleted the balance due last week.  They have a $0 balance.

   

  Sincerely,

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

  GM

  Customer response

  10/24/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  I complaned about the 37 balance because I was promised free removal and nowhere in my contract was no proration of monthly fees mentioned.   
  
  Regards,
  
  ****

  
  

*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. ↩