Culligan Water Conditioning-Buffalo

Initial Business Response /* (1000, 6, 2015/07/12) */
Culligan did the annual maintenance on the reverse osmosis system at the ***'s home on 6-15-The customer asked the service tech about the arsenic removal from their water because they knew it was present in their waterThe service
tech made the water consultant aware of the customers concerns and he contacted the ***'sOn our initial visit to their home before installation the customer had a water test that they communicated the results of to our water consultantThere are different types of arsenic in water, arsenic and arsenic The test we were provided by the customer did not differentiate between the twoWe offered to do a no charge arsenic test to show which types were in the customers waterWe completed the test and the amount of arsenic in their water was above EPA standard and would require special filtration, only arsenic was being removed through their current systemWe communicated this to the customer and they became upset because not all of the arsenic was being removedI spoke with *** *** and explained that the test we were supplied with did not have a breakdown of the different types of arsenic we would not have known they needed additional filtrationOur water consultant dropped off a case of small pack water until the new system could be installed the following weekWe offered to install the new system at no chargeI spoke with *** *** on 6-25-and he told me they would not be putting in the new system from Culligan and they were going with another companyI apologized for the confusionWe picked up our equipment on 7-1-
Initial Consumer Rebuttal /* (3000, 8, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We had a water test done prior to purchasing our home and contacted Culligan explaining that we needed a system specifically for arsenic removalWe were assured that is what we were getting by putting in a reverse osmosis system with an arsenic filterAt the time of the annual filter change *** asked to make sure that filter had been replaced and at that time we were told we didn't have one in our systemWe were extremely upset that the last year and a half we were under the assumption that we were having he arsenic removed from our waterThe person doing the replacement said that the system may have been taking "enough" outWe said we wanted the water tested then to see how much the system had been doing in order to know how much arsenic our children had been ingesting over the last year and that we were not about to pay for the tests as this was their mistakeA gentleman came out to the home to give us the water test results and discuss a solutionOne would think that as a courtesy they would have brought wTer at that time knowing we were unsatisfiedInstead we had to request to have drinkable water while we were waiting for a new systemThe gentleman then said he would see what he can do but it may not bet he next day because he had other obligationsThis is when the conversation became heated between my husband and the saws rep because it should have had nothing to do with his personal obligations and more about professional customer serviceWe decided because of this that it was better for us to go with another companyThe response from Culligan does not accurately reflect what happene and is not a satisfactory solution
Final Business Response /* (4000, 10, 2015/07/17) */
Cullligan installed equipment based on the information in the water test supplied by the ***'sUnfortunately to Culligan's knowledge their test did not contain a breakdown of the different types of arsenic that could be presentAt the time of service the ***'s requested an arsenic test be completedCulligan had their lab complete the $total arsenic test at NCUpon getting the results it was discovered the ***'s had arsenic in their water and would need additional filtrationThis type of arsenic is not removed with their current reverse osmosis system, as is arsenic The test showed that the arsenic level was part per billion over the EPA standard of parts per billionWe offered to install the new system, a $fee at NCPrior to the installation date I spoke with *** *** and he informed me they were going with another companyCulligan feels they have made a good faith effort to address the issuesWe also understand their viewpoint and would be willing to provide them a one time credit for half of their total payments/installation in the amount of $
Final Consumer Response /* (3000, 12, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The main problem with this is that is has nothing to do with the recent test results that you keep referring toThe only reason that test was done now by your company was to find out how much we had been ingesting over the last year and a half (because it could do a small amount) We knew when we hired you to install a system that we had arsenic over the EPA limit and wanted to filter ALL of it out of our waterWe had no other reason for wanting any of your services or systemsThe issue is that what we asked for and were told we getting was NOT installedWe asked for an arsenic filter at the original visit and were told that is what were gettingI understand that this came about based on our talk with your sales person (Bill) that we worked with and then somehow the service person failed to install the correct system and filterThat is the issueThis was a mistake that your company made that was irresponsible and detrimenmental to our families healthYour disregard to taking responsibility for that mistake and not even apologizing to us is unprofessional and leaves a really bitter taste in our mouths with our Culligan experienceNot trying to make amends leaves is telling our family and friends about this and you loosing ours as well as others businessI feel others should know that you took advantage of us and when we thought we were being safe drinking your water and arsenic filter system we were consuming over the limit the entire timeThis water I was joyfully giving to my unborn child and toddler thinking how wonderful it was that they were getting clean water without any arsenicWhen the truth was I was feeding them poison the entire timeAt the time of my babies birth he was very small for his gestational age (my first child before we lived in this home was right on target for his gestational age)The doctors didn't know why this wasSpeaking with them now they say there is a really serious possibility it was due to arsenic exposureWho knows what damage this has done that we won't find out for years to come