Culligan Water Co of New England

Review: We hired Culligan to install a water softener. They improperly did so which resulted in property damages, to my house and my contents. I have damages to a two zone hvac electrical panel and boxes of contents, since we just moved into this residence. This business will not provide me with their insurance information so that I may file a liability claim due to this. The unit's drain line was not properly installed which resulted in two weeks of water draining into the basement causing damages. The 90 degree elbow was taped with electrical tape to the rest of the piping and was facing the wall, not down into the pipe. This caused water to shoot out at the wall and travel down, causing the damages. The line did not pop out of the drain pipe because the way that elbow was taped with electrical tape, there was no way for it to be facing down and in the way it should have been. I would greatly appreciate some assistance in resolving this matter.

Product_Or_Service: Water softener

Order_Number: XXXXXX

Desired Settlement: I would like some ownership taken by Culligan on this matter, I would like a response with their insurance information because of these damages. I can not get a call back nor can I get the supervisor - [redacted] - to provide the company's insurance information so that I may file a claim. Or commit to restitution of the damages. I have not received a firm answer in that either. A service call is needed, replacement of the panel, damaged contents.

Business

Response:

Business Response /* (1000, 5, 2013/04/26) */

Contact Name and Title: [redacted] General Manag

Contact Phone: XXX XXX-XXXX

Contact Email: [redacted].com

Both [redacted] (operations Manager) and [redacted] (general Manager) spoke with Mrs [redacted] on 24 April regarding the claim. We advised Mrs [redacted] to get a quote for any repairs necessary and we would evaluate the claim. We also advised her to retain any damaged property in case an adjuster needed to recover damaged property. [redacted] confirmed with Mrs [redacted] that the issue with the Culligan equipment was resolved and she was waiting for an HVAC company to evaluate the damage. [redacted] explained that Culligan could not commit to a resolution until we had all of the facts available and that the Culligan branch, no the insurance carrier, will work directly with her to resolve issues. We received a repair quote from Mrs [redacted] for $329 on the evening of 4/25 and we will evaluate the claim on 4/26 with the intent on resolving this matter directly with Mrs. [redacted]. Culligan has been responsive but could not commit to any responsibility without all the facts available.

Consumer Response /* (3000, 7, 2013/04/29) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

I do not accept this response submission as there is no resolution. I faxed over the invoice from [redacted] as the panel was assessed and found to be water damaged, there were water stains on the panel. A replacement occurred and the invoice was faxed to Culligan on 4/25/2013. No one from Culligan has contacted me as to their intent of acceptance of liability and pay this $332.99 bill to [redacted] for the replacement or their denial as to why they are not. There response if vague and no direction, timeframe, or resolution. The letter I faxed to Culligan, attention to [redacted] and [redacted] explained how the 90 degree elbow was taped to their drain line and placed on the main house drain. There drain line did not pop out as the electrical tape holding the elbow onto their pipe was taped in a way that there was no way that pipe could be twisted to pop out of the main drain and lay on top facing the wall the way it was found. There drain pipe was facing my basement wall since this water softener was installed on 3/25/13. We closed on our house 4/2/13. This damage was found on 4/24/2013, so that entire time water was pouring down my basement wall, soaking this two zone electrical panel, and damaging contents in boxes in this area. This is a brand new construction where water damages occurred due to faulty installation of the water softener. Photos of the damages were supplied to Culligan as well as the extent of the water damage. I would ask Culligan to pour water on their computer systems for over three weeks and see if they feel that their computer panels will still function in the same capacity and that they could operate their business. I am asking for Culligan to pay $332.99 to [redacted] for the replacement of the panel. Once payment has been made, I will consider this a satisfactory resolution and consider this matter closed.

Business Response /* (4000, 16, 2013/05/22) */

Culligan Water Co agreed to settle this claim by paying for the 3rd party vendor service/repair to the HVAC system. We notified the home owner and are waiting for a release from the owner. We will pay the vendor direct.

Review: Culligan provided me with a defective water softner. After installing my own water softner I realized that the Culligan water softner was defective.Desired Settlement: I would like Culligan to refund me $ 655.20.

Business

Response:

[redacted] attempted to contact the customer on 1/13/14 at 08:50 at the phone number listed in the complaint. I left a voice message for the customer. Upon further review of the customer account history, I do not believe a full refund of $655.20 is warranted. Effective June of 2011, the customer was renting a water softener ($40/month) from Culligan and the customer owns a water filter that requires frequent filter changes. In August of 2011 the customer complained of blue-green stains and was advised they had low pH and would require additional equipment to solve the low pH. The customer declined to treat the pH issue. In June of 2012 the customer complained of iron stains. Culligan completed a service call and found the water softener was working properly but we found that the customer did not change the filter (the customer owns the filter) and they were experiencing iron bleed through from a saturated filter cartridge. In August 2012 Culligan performed a scheduled annual service of the water softener and found the unit was functioning well and we recommended the customer treat the pH issue. The custmer declined to treat the pH issue. On November 5, 2012 the customer contacted Culligan because the system was not working. Culligan performed a service call and found the unit required a new timer motor. Culligan replaced the timer motor on November 6 and confirmed the unit was working well after the repair. The customer requested an 8 day credit for the time the unit was not working. Culligan confirms we did not issue an 8 day credit. The customer contacted Culligan In December of 2012 and requested the removal of the water softener. The water softener was removed on December 19, 2012. Culligan did credit the customer account for the entire month of December. The customer has not attempted to contact Culligan since December 2012. Based on the service history and documentation that the system was functioning properly and the amount of time that has passed; I do not believe a full refund was warranted. I will Credit the customer 1 full month rental $42.65 for the time the system was down in November 2012.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

January 14, 2014

Response to [redacted]'s message: Dear Ms [redacted],

I returned the call from [redacted] on 1-13-2014 @ 10:57 AM and left message with receptionist, I have not received a call back from [redacted] as of this writing. As far as the pH is concerned I have enclosed lab results from [redacted] with the results of the pH and other tests before I bought the property on (June 10, 2011).

As far as the water filter replacement, I have enclosed water filter replacement dates that started with the previous owner of my house. Culligan service replaced the water filter when they came out for six month checkup.

I have enclosed a letter I sent to Culligan dated 12/10/2013. I did not get any response from this letter. I have tried to get my money back from Culligan and didn't wait a year.

You state that your system was functioning properly, then why was I calling with all these problems ? The final proof that your system was not functioning properly is that you (Culligan) no longer have me as a customer. Culligan owes me $ 655.20.

Sincerely,

Business

Response:

[redacted] attempted to contact the consumer on Thursday 1/16. I stated in my message that I was out of the office for the week (that's the reason I could not return the consumers Voice message on 1/13) but I would call him on Monday. I did leave the consumer another message on Monday 1/20.

Review: [redacted] came to my new home on 06/13/2014. He discussed the water system and the drinking water system. [redacted] told us the prices for both. My sister in law my wife and I were in the same room when he told us 17.65 to lease the water drinking system. My wife was 10 months pregnant so I dealt with [redacted]. He took a couple of days to think about it. So finally we decided to go with both water systems. I arranged [redacted] to come to my sister in law house. He came over and I got approved to finance the water system and to lease the drinking water for 17.65. Days later the tech come to my house and installed everything. I never received any paper work of the agreement. The only thing I received was a copy of the finance of the water threatment system. My first bill came and its 37 dollars to lease the drinking water system so I contact [redacted] so he was I will fix it. I will give you a call back. He never did so we contact customer service and we told them of the issue. They said they will callus back they never did. So know I'm 4 months behind and they are to wiiling to resolve the issue and make a customer happy. They rather send me to collections and ignore me as a customer. The thing that gets me is that the water system is under my wife name. How is that possible if I dealt with [redacted]. I just want this resolve.Desired Settlement: 17.65

Business

Response:

Please see the attached contract with the Aqua Cleer drinking water system listed under monthly rental price @ $27.95 as signed by the consumer. The consumer was presented with 2 options. Purchase the drinking water system for $899 and they have the option to sign up for a $17/month maintenance plan that includes the annual filter change and all service/repair. The second option is the rent the system for $27.95/month and the rental includes all filters and service. According to the attached contract and our representative, the consumer choose to rent the drinking water system. We apologize for any confusion but we can not continue to rent the drinking water system for $17/month since that will not even cover our cost for the annual filter change. I will agree the credit the difference between the $27.95 and the $17 for the four months the system was installed but the prevailing rental rate will apply after the credit is applied. If the consumer chooses to have the unit removed we will release them from any obligation (it is a 12 month contract) and still credit the difference for the four months, once we have recovered the equipment.

Review: I had my Cullligan unit serviced on August 19,2013 on ticket number [redacted]. As has been the custom every 3 months for several years 4 bags of salt have been put in the unit and the 2 filters changed. I have been purchasing the filters at [redacted] and I was told this was perfectly acceptable. On this particular occasion, one filter cover was not properly reinstalled.The technician placed a bucket under it. I did not realize it was leaking until I retrieved another bucket to clean my hot tub filter. It was leaking so much that the bucket was almost full in 5 days time!On Saturday, August 24,2013, I called to complain and to have someone come and put the filter on correctly. The representative was very, very rude and informed me that this service was done as a "favor" to me. He said to have someone come and put the cover on correctly would cost me $200 and if the unit was defective another $200.00.Considering all the equipment I have purchased from Culligan and the fact that this service has been done every 3 months for years, I feel this charge is unfair and unjustified. He indicated this charge would be the case whether done today or on a weekday. I have had to hire a plumber to come Monday morning to fix this problem.I obviously do not want this technician to return to my home ever in the future. No one ever told me the cost of Culligan filters and if this would solve the problem of incompetent technicians. I also feel I deserve an apology from the rude representative I spoke with on August 24th.I have 2 dehumidifiers and a fan blowing on the effected area as I do not want a mold situation. If I were to get mold, I feel Culligan should be held responsible.Desired Settlement: DesiredSettlementID: Refund

As I said above, I have had to hire a plumber to properly reinstall the filter cover (cost unknown at this point).I feel an apology is definitely in order.I never want that technician in my home again.An explanation of the cost of Culligan filters.Reinbursement if mold develops.

Business

Response:

Contact Name and Title: [redacted]

Contact Phone: ###-###-####

Contact Email: [redacted]o.com

The equipment involved is not Culligan equipment and therefore, a Culligan Rep would not have the parts needed to repair the leak. Culligan replaces the filters for the homeowner as a courtesy and has not charged the home owner for this service. There is a bucket left under the unit that Culligan uses to change the filter - we need to dump the existing water in the filter housing into a bucket when replacing the filter cartridge. On 8/24 the Culligan Rep quoted the home owner the standard emergency rate for service and he advised the home owner that if we could not repair the unit due to lack of parts (Non Culligan) we would have to replace the system with a Culligan unit and the price is $200. The system is pressurized and if it were leaking for 5 consecutive days, there would be more than 1 bucket full of water. I attempted to contact Mrs [redacted] for a status of the unit and to extend my appologies for the incident. I have discussed the incident with the employee and reinforced Culligan's policy on customer service. We hope the issue with the non-Culligan system was resolved and that no mold developed but Culligan will not assume responsibility for and mold.

Consumer

Response:

Review: 9718166

I am rejecting this response because: No response on the e-mail sent from the Revdex.com.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Unfortunately, I never did receive an apology for the very rude conversation with the representative. He obviously did not try very hard to reach me.

The technician that came to replace the filters and turn-off valves on September 18th at a cost to me of >$300.00 was very friendly and courteous.

Obviously, I do not want the tech that caused me the leaking problem to ever return to my home. It cost me $94.00 (for a plumber) on top of the cost of the new valves and filters.

Sincerely,