Culligan by WaterCo of New England

From: [redacted] Date: Tuesday, May 17, 2016Subject: [redacted] : You have a New Message from Revdex.com Serving Connecticut Regarding Complaint # [redacted] To: Revdex.com , [redacted] I have received my moneyI was finally contacted by the Danbury office after I called their corporate office and complainedThe Danbury office said that they had requested a check from corporate but it usually took days to processThey also said they never got a Revdex.com letter

From: *** *** ***Date: Tuesday, May 17, 2016Subject: ***: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #***To: Revdex.com , ***I have
received my moneyI was finally contacted by the Danbury office after I called their corporate office and complainedThe Danbury office said that they had requested a check from corporate but it usually took days to processThey also said they never got a Revdex.com letter

I am writing
in reference to complaint #*** from *** ***. Mr.*** was a Culligan rental customer until 6/16/when he had Culligan pick
up his rental water softener and neutralizing system that had been removed
by a competitor from his Shelton home
Mr.*** did contact me via a letter
in July of stating he believed he was due a refund in the amount of
$due to the system providing the same PH pretreatment compared to post
treatment I advised at that time that our records indicated that the
last time Mr*** contacted us for service was on 7/6/in which we
responded to his home and completed a serviceThat was the last contact we
have had from Mr***'s in regards to service prior to his call to pick up
the equipment Once a
customer has equipment installed in their home, they receive a post card
annually (see attachment as example) advising/reminding them that it is
time to set up their annual service Culligan provides the service
call at no charge with the exception that the customer is responsible for the sacrificial
media (limestone used in neutralizing system) that we supply during
the call. We conduct a diagnostic on the system and test the
water to ensure the system is functioning as designedThe post card system is
necessary so the customer may conveniently schedule
a service call based on their schedulePost cards are sent
annually but some customers may only require service every to
years based on their water consumption or PH level. Due to our
systems being located in the home it is vital for the
customer to contact us to coordinate service. Sometimes our schedule
may not work due to a customers own schedule and they may opt to
service their equipment by purchasing the limestone and adding it to their
system at their convenience. Mr*** had a neutralizing system that balances the PH in the
water entering the home that provides protection to his fixtures and
plumbing from corrosionThe media used to balance the PH is sacrificial and is
designed to be refilled based on water consumption yet we provide reminders
annually to ensure we have contacted every customer I attached a
screen shot of Mr***'s service call from July that he set up with
our office As he had service at that time, he was well aware that his
system required maintenance. He was also aware that he was required to
pay for the media that was replenished into the system during the
call. Culligan did not receive any additional requests for service from
the ***'s s after the July call was completed even though we
continued to send annual service call reminders through the***We have
several customers who prefer not to contact us until they have an issue
‘Culligan’ prefers to conduct these annual services as it ensures the system is
functioning and to avoid emergency mechanical breakdowns which can be
costly due to ‘Culligan’ needing to respond promptly. This system
was rented years ago under a different proprietorIt has since changed
hands and was owned by Culligan Corporate until November when it was
purchased by *** of *** *** d/b/a/ Culligan Water Conditioning *** has maintained the same notification process since ownership in Novof
2011. While it is unfortunate that we have lost Mr*** as a
customer and that we did not get the opportunity to review the account or the
process and/or have been given a chance to attempt to satisfy him in some way,
Culligan did in fact provide him the rental unit and provided notification of
the required services throughout the rental term. We are not responsible
for the funds that Mr.*** has requested I have
attached notes from our database in regards to a conversation I had with Mr.***; as well as, correspondence I sent directly to him regarding this
matter

I am writing
in reference to complaint #*** from *** *** ">Mr.*** was a Culligan rental customer until 6/16/when he had Culligan pick
up his rental water softener and neutralizing system that had been removed
by a competitor from his Shelton homeMr.*** did contact me via a letter
in July of stating he believed he was due a refund in the amount of
$due to the system providing the same PH pretreatment compared to post
treatment I advised at that time that our records indicated that the
last time Mr*** contacted us for service was on 7/6/in which we
responded to his home and completed a serviceThat was the last contact we
have had from Mr***'s in regards to service prior to his call to pick up
the equipment
Once a
customer has equipment installed in their home, they receive a post card
annually (see attachment as example) advising/reminding them that it is
time to set up their annual service Culligan provides the service
call at no charge with the exception that the customer is responsible for the sacrificial
media (limestone used in neutralizing system) that we supply during
the call. We conduct a diagnostic on the system and test the
water to ensure the system is functioning as designedThe post card system is
necessary so the customer may conveniently schedule
a service call based on their schedulePost cards are sent
annually but some customers may only require service every to
years based on their water consumption or PH level. Due to our
systems being located in the home it is vital for the
customer to contact us to coordinate service. Sometimes our schedule
may not work due to a customers own schedule and they may opt to
service their equipment by purchasing the limestone and adding it to their
system at their convenience
Mr*** had a neutralizing system that balances the PH in the
water entering the home that provides protection to his fixtures and
plumbing from corrosionThe media used to balance the PH is sacrificial and is
designed to be refilled based on water consumption yet we provide reminders
annually to ensure we have contacted every customer I attached a
screen shot of Mr***'s service call from July that he set up with
our office As he had service at that time, he was well aware that his
system required maintenance. He was also aware that he was required to
pay for the media that was replenished into the system during the
call. Culligan did not receive any additional requests for service from
the ***'s s after the July call was completed even though we
continued to send annual service call reminders through the***We have
several customers who prefer not to contact us until they have an issue
‘Culligan’ prefers to conduct these annual services as it ensures the system is
functioning and to avoid emergency mechanical breakdowns which can be
costly due to ‘Culligan’ needing to respond promptly
This system
was rented years ago under a different proprietorIt has since changed
hands and was owned by Culligan Corporate until November when it was
purchased by *** of *** *** d/b/a/ Culligan Water Conditioning *** has maintained the same notification process since ownership in Novof
2011. While it is unfortunate that we have lost Mr*** as a
customer and that we did not get the opportunity to review the account or the
process and/or have been given a chance to attempt to satisfy him in some way,
Culligan did in fact provide him the rental unit and provided notification of
the required services throughout the rental term. We are not responsible
for the funds that Mr.*** has requested
I have
attached notes from our database in regards to a conversation I had with Mr.***; as well as, correspondence I sent directly to him regarding this
matter

From: [redacted]Date: Tuesday, May 17, 2016Subject: [redacted]. : You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]To: Revdex.com <[email protected]>, [redacted]I have received my money. I was...

finally contacted by the Danbury office after I called their corporate office and complained. The Danbury office said that they had requested a check from corporate but it usually took 30 days to process. They also said they never got a Revdex.com letter

Review: upgraded to a rental water conditioning system for PH and Hard water issues per Culligan's sales rep. The issue is with the PH conditioning part of the system. From 1996 to 2014 I was billed for and paid for PH conditioning of my water. The “PH”system had only been looked at (re-charged) once since its installation. This only happened because I requested the system be looked at. I didn’t even know it needed to be re-charged, (something added to the tank). So my wife and I for a service that was not provided, and we are talking about 18 years.

When I called Culligan in Danbury over the phone, they said there was nothing they could do.

The only reason I found out about the PH tank issue is we looking into switching to a different water conditioner provider, and this new companies testing of the water revealed that the PH conditioning wasn't even needed. The PH level before the Culligan's conditioning equipment, and after Culligan's conditioning equipment, was the same. That's when I started reviewing the history of the PH tank and realized we were renting a service that we weren't getting.Desired Settlement: 18 years, actually 216 months times $43.60 ($41.00 Rental + $2.60 tax monthly charge) = $9417.60.

We are only looking for Culligan to do the right thing by reimbursing us for a total reimbursement of $9,417.60.

Business

Response:

I am writing

in reference to complaint #[redacted] from [redacted]. Mr.[redacted] was a Culligan rental customer until 6/16/2014 when he had Culligan pick

up his rental water softener and neutralizing system that had been removed

by a competitor from his Shelton home. Mr.[redacted] did contact me via a letter

in July of 2014 stating he believed he was due a refund in the amount of

$9417.60 due to the system providing the same PH pretreatment compared to post

treatment. I advised at that time that our records indicated that the

last time Mr. [redacted] contacted us for service was on 7/6/2006 in which we

responded to his home and completed a service. That was the last contact we

have had from Mr. [redacted]'s in regards to service prior to his call to pick up

the equipment. Once a

customer has equipment installed in their home, they receive a post card

annually (see attachment as example) advising/reminding them that it is

time to set up their annual service. Culligan provides the service

call at no charge with the exception that the customer is responsible for the sacrificial

media (limestone used in neutralizing system) that we supply during

the call. We conduct a diagnostic on the system and test the

water to ensure the system is functioning as designed. The post card system is

necessary so the customer may conveniently schedule

a service call based on their schedule. Post cards are sent

annually but some customers may only require service every 1 to 3

years based on their water consumption or PH level. Due to our

systems being located in the home it is vital for the

customer to contact us to coordinate service. Sometimes our schedule

may not work due to a customers own schedule and they may opt to

service their equipment by purchasing the limestone and adding it to their

system at their convenience. Mr. [redacted] had a neutralizing system that balances the PH in the

water entering the home that provides protection to his fixtures and

plumbing from corrosion. The media used to balance the PH is sacrificial and is

designed to be refilled based on water consumption yet we provide reminders

annually to ensure we have contacted every customer. I attached a

screen shot of Mr. [redacted]'s service call from July 2006 that he set up with

our office. As he had service at that time, he was well aware that his

system required maintenance. He was also aware that he was required to

pay for the media that was replenished into the system during the

call. Culligan did not receive any additional requests for service from

the [redacted]'s s after the July 2006 call was completed even though we

continued to send annual service call reminders through the[redacted]. We have

several customers who prefer not to contact us until they have an issue.

‘Culligan’ prefers to conduct these annual services as it ensures the system is

functioning and to avoid emergency mechanical breakdowns which can be

costly due to ‘Culligan’ needing to respond promptly. This system

was rented 18 years ago under a different proprietor. It has since changed

hands and was owned by Culligan Corporate until November 2011 when it was

purchased by [redacted] of [redacted] d/b/a/ Culligan Water Conditioning. [redacted] has maintained the same notification process since ownership in Nov. of

2011. While it is unfortunate that we have lost Mr. [redacted] as a

customer and that we did not get the opportunity to review the account or the

process and/or have been given a chance to attempt to satisfy him in some way,

Culligan did in fact provide him the rental unit and provided notification of

the required services throughout the rental term. We are not responsible

for the funds that Mr.[redacted] has requested. I have

attached notes from our database in regards to a conversation I had with Mr.[redacted]; as well as, correspondence I sent directly to him regarding this

matter.