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Culligan Water Conditioning

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Culligan Water Conditioning Reviews (77)

Our shipper sets a default value to each product for shipping purposes In this case, the customer received a penalty for discrepancy between his invoice and shipping documentation We offer to pay for this penalty.However, we are not responsible for duties and taxes imposed by his local customs We ship to many countries and cannot keep up with local import regulations As for most eCommerce transactions, duties and taxes for import are the responsibility of the customer.Our refund policy is stated on our websites Used product boxes and unused product must be returned to us and then we grant a full refund We informed the customer of everything in writing and then did not hear back from him.Since the product was not collected by the customer, it was destroyed by customs in his country

Our after hours answering service was texting the details of this after hours service issue to a non-working cell phoneThanks to the Revdex.com for contacting meI emailed the customer last night and called the customer first thing this morning to set an appointment to access the situation and make any appropriate repairsWe at Culligan pride ourselves on our products and servicesWe will proactively review our after hours process to prevent this rare occurrence from ever happening againJim D***, General Manager

I received a letter from the Revdex.com todayThe email you sent letting me know about this complaint was accidentally going into my "junk email" folderI will give a brief description of events then I will copy and paste emails, account notes, etcat the end of this responseOur position is that they quit paying for their rental and also would not make the equipment available for pick upOur company made numerous visits to their house attempting to recover our unitThe service techswould report back that they could hear voices of people inside the home, but no one would ever answer the doorWe tagged their door with notice after notice to please contact the office to make a payment arrangementWe were willing to work with them and would have accepted almost ANY payment arrangement they would be willing to agree toOnly after writing off the account and turning it over to a collection agency have I ever heard anything from them (in the form of this complaint)Please see the following:

When you purchase a new culligan system there is no lease/rental contract

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below At the risk of sounding repetitive, I will attempt to keep this briefI am well aware now that the amount in dispute is for the regenerated tanksMy basic response to this is that I was in no need for such a service, What I needed was a set of working tanks to replace the ones that were in need of repair through no fault of my own Our setup has the tank immobilized on a trailerThey're tied and even taped to prevent rotation, which can also be seen in the aforementioned pictures (still available if you need them)The trailer gets moved, not the tanksTo say I said otherwise, would be murdering the truth As a contractor, I have been in situations similar to where Mr [redacted] is here, so I understand his reluctance to want to cover costBut when it comes down to it, I would also never work so hard to avoid the responsibilities providing a quality, reliable service to my customers Regards, [redacted]

I reviewed and attached the contract that applies to complaint [redacted] We do not install surge protectors with our equipment We believe that a power surge or outage is the responsibility of the homeowner The homeowner can seek reimbursement through the power company if it was a surge or use their homeowner's insurance The portion of our contract that applies to this complaint is shown in the attachment Please see section B and the last sentence of section Q This is the back of the contract signed by our customer.Thank you,Dan B***Manager of Culligan Water [redacted]

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

We received a call from this party on 1/27/to service a water softener that she purchased from a plumber years prior We advertise that we service all brands of water softeners Many brands of water softeners are sold by big box retailers or by contractors or well drillers who do not provide service on the equipment that they sell We have a policy that we will refund any service call charges on an off brand softener if they purchase a Culligan system within days of the visit We advertised a $inspect and check promotion in the first quarter of With the inspect and check the customer gets 2- lbbags of salt, a water test and a point inspection of their water softener This call indicated that service was needed not just the inspect and check No mention of this promo was made by this party or recorded during the customer call If we use a tool and tear into the system our service charges apply That is what our technician did on 1-when the call was done Our service call charge of $was applied plus labor of $and a dose of mineral reactivator for $ Grand total with tax is $ The party called into the office days later to complain that the water was no better Our technician that handled the call advised her to shake the brine tank to loosen the salt in the brine tank There was a bridge of salt over the water in the tank There water is now soft and the system is working because of the efforts of our techniciansThis person paid $because that was the amount she feels she should pay I have offered to split the difference ($44.50) to settle this but she has refused to compromise It costs our company $per hour to have a technician on the road in a truck and to have all of the support staff to provide this service I attempt to be reasonable in dealing with our customers This offer of $is not reasonable in my opinionThanks, [redacted] Pioneer AvenueRice Lake, WI [redacted]

It is my interpretation that the customer is responsible for the repair because of the section of the contract stating, "You bear the risk of loss or damage to the equipment by fire or or other casualty." I am looking at power outages or storms as being an example of "other casualty"

June 11, RE: Complaint ID # [redacted] I am in receipt of the above referenced complaint I have read the specific complaint and I am directly familiar with the circumstances behind this event In the complaint, the customer claims that he had received faulty equipment He also makes the claim that I lead him to believe that he would not be charged for the services provided, and that I would be giving him a credit for his direct expenses related to this entire claim This gentleman initially entered into a contract with our organization on July 10, This is a seasonal contract that typically covers the summer months of the year The customer rents portable exchange deionizer tanks from us for us in his business Theses tanks are billed to him on a monthly rental basis for the time in which he possesses the tanks These tanks do require periodic exchanges, similar to propane tanks used for grills, and there is a fee each time that these tanks are exchanged At the end of the season, the customer returns the tanks back to our facility and we put the monthly rental charges on hold until the following season Most of our customers that use a similar product will have our organization deliver these tanks directly to their facility and have us connect them to their water supply This service does come with an additional fee This customer has elected, from the beginning of the contract, to come to our facility and pick these tanks up himself, then return them to his facility or job location and connect the tanks himself As stated to our company at different times in the past, one reason he does this is due to the fact that the delivery location of these tanks tends to vary and that he does not want to pay the additional service charges involved Now that I have explained the type of service provided and when this contract initially began, I feel that I need to explain the events directly related to this complaint and our position with this complaint On March 27, 2014, the customer arrived at our facility in order to pick up a fresh set of tanks for the start of this season (please see the attached copy of the service order) As usual, the customer received these tanks on his vehicle and he paid the current rate for these tanks Once the tanks were picked up from our facility we have not heard anything from this customer until recently On May 21, 2014, the customer called our office to inform us that one of the tanks had sprung a bad leak and requested that we provide him service immediately Unfortunately we did not have any technicians available at that time to respond to his request We did offer to provide service at the soonest possible time that a technician was available, but it would not be on the very day that he called He then stated that he would be at our office at approximately 10:AM the next morning to get another set of tanks I happened to be the only person available to assist the customer in loading these tanks when he arrived Upon inspection of the tanks, I found the tank adapter O-ring had pushed out from between the tank collar and the head My initial assessment was that this was caused by user error and not by faulty equipment, as the customer tried to claim the entire time that he was in our facility Once we exchanged the tanks, I proceeded to have him sign the paperwork He noticed that he was being charged for the tanks exchange and asked why I again stated that it is not a warranted situation because it appears that the leak was due to user error or mishandling I then tried to explain to him that we did not connect these tanks to the water supply, he did Therefore, we cannot warrant the work of someone other than a Culligan representative He then asked about his time spent to travel to Roanoke and his down time I explained to him that we did offer to come to him but that he refused Since he came to use, he was not being charged the service fee required when we go to the customer He insisted that we not only do not charge for the tanks but that we also give him a credit for his inconvenience I again repeated that I cannot do that However, I did say that I would have my plant representative look closer at the tank and see if there is any evidence to conclude that the leak was in fact due to faulty equipment of user error I even wrote this on the service order that the customer did sign This service order also reflects the charges for this tank The conclusion given to me was that the leak strongly appears to be due user error, therefore, the charges to remain on this account On June 9, 2014, the customer called and asked to speak with me He was very upset that he received a bill for the tanks I attempted to explain everything to the customer yet again However, he was not accepting it to any extent I apologized to him and let him know that he is welcome to submit a writing complaint and request for review of the charges, but that the charges do stand at this time He then asked for the contact information of the “boss” I explained to him that I am the manager in charge and that the decision solely rests with me He insisted on getting the owners contact information and requested to speak directly with him I again tried to explain to him that I am the manager and that his call to the owner would simply be given back to me for my handling of it The customer has since requested, by email (see attached), for the contact information of my boss What I am providing to him in his request is the direct phone number to the office of the President and consumer affairs of Culligan He is welcome to express his concerns or complaint with that office I am providing that information here The contact information is: Phone, [redacted] ; email, [redacted] fax, [redacted] With all of that said, I do feel that you will agree that our organization has not done anything wrong or have provided faulty equipment What we have provided is a service as requested and for that service comes fees However, in an effort to resolve this concern and to satisfy our customer, I am offering a one-time discount on the tank exchange fee in the amount of 20% Should the customer agree to this offering, I ask that he provide this agreement in writing through your organization Please do not hesitate to contact me if you have any further questions or are in need of any further information as it relates to this customer Sincerely, [redacted] [redacted] Senior VP, Risk Management Cc: customer file

This morning Mr [redacted] called saying that he was told that he needed a filter change The customer was thinking that his total home filtration system involved changing a filter often, which the total home does not have a regular maintenance filter, the filtering system is the resin and carbon in the tank and it is changed every 6-years if needed This morning the communication between me an Mr [redacted] was not correctly stated, therefore it was a miscommunication I have contacted Mr [redacted] upon receiving this complaint and was able to clearing explain the type of system that he has and that he has been getting filtered water since Aug 2014, which was the time of the install I also explained to him that he is still under warranty that I will schedule a service tech to come and take a look at his unit to make sure that it is working properly and to his satisfaction He has agreed to having a service tech come out March 3, to service the unitI apologized to Mr [redacted] for the miscommunication on my part and he was understandable as well He no longer wants the unit removed

Complaint: [redacted] I am rejecting this response because: Either this company does not understand the Revdex.com process or it deliberately not offering any realistic solutions based on the complaint madeWe happily had the softener removed today and will only accept a refund on a portion of our rent paid as an apology for wasting our time, money, and not keeping the word of the original agreement made Sincerely, [redacted]

Complaint: ***I am rejecting this response because:
The response only offers a new rental contractI made it clear in my complaint I did not want to be under a contractSince Culligan changed their policy a year ago, per report by Lewis and Justin out of the Ephrata office, I will settle with a refund for the rent we have paid over that last year, as we were renting under pretensex = $total refund
Sincerely,*** ***

Roofed my apartment complex a couple years ago...no problems to date...I was a journeyman roofer in another life...I observed these guys putting on a roof at *** *** in 2005...I could see they knew what they were doing...in when I needed a new roof, I called *** and I am glad I did...no surprises, delays, excuses...just good old attention to detail and a smooth evolution..I have since recommended this company to friends and they, without exception, are pleased with their results

I apologize for any confusion or inconvenience this has caused youAt Culligan we want to provide the best quality products backed up by the best customer serviceWhich is why we can only sell Culligan equipment installed by trained culligan professionals so we can ensure complete satisfaction
Water can be a damaging thing which is why do not sell used equipment and only equipment we are professionally trained onWe would be more than happy to give you a portion of the rental towards a new Culligan softener

Complaint: ***
I am rejecting this response because: I was told over the telephone by Raj that I will receive my money backI will be going to the media with this, It is very unprofessional that a response is only received now after a few months
Sincerely,
*** ***

Please see my formal 2nd response attached I will start by saying that the customer's claim that the service order presented to him on May 22, for his signature was presented as his standard rental rate is an inaccurate statementWhen I asked for his signature, the customer directly questioned why we were charging him for a tank exchangeHe then went on to say, "I was expecting not only the tank exchange to be no charge, but was also expecting some credit on his rental for his inconvenience." Then, interestingly enough, the customer quotes what was written on the service order about the consideration of a possible credit upon review of the tanks.As this statement was written, we would inspect the tanks then consider a possible credit.After review of the tanks, it has been concluded that the leak was not caused by faulty equipment and therefore no credit or adjustments would be made on this account, but it was considered.The customer then goes on to help you to understand what these tanks are designed to do and generally how they workWhile his explanation is basically accurate, he is missing one key partThat is you cannot remove the head of the tank without negatively impacting the resin and the water quality that it is designed to provideIn other words,when you have to make repairs in the way that this tank required, the resin MUST be regeneratedThat is the reason for the charges, to cover the regeneration costWhat is clearly of question, however, is why this tank had to be serviced and regenerated at the startWell, as stated before, the O-ring had blown after approximately months after the customer originally picked these tanks up from our facilityHe took these tanks from our facility and he connected these tanks to whatever water supply he was using at that time.The customer is fully aware that we offer to do this service for him for a small service fee, but he elects to do this part himself in order to save that small service feeTherefore,this customer is asking for our organization to stand behind and warrant the work of someone other than a direct representative of this companyHe is asking that we warrant this work.The customer states that he in no way "...changed the configuration of the tanks." This may very well be true in the fact they he specifically did not intentionally loosen the head of this tank in any way that he is aware ofClearly, no one in our organization did either!In addition, the tanks were in use for a period of approximately monthsIf this O-ring or tank adapter was defective, it would have leaked from the very moment that the customer installed the tankIt simply is not possible for this O-ring to push out from around the tank head unless the tank head is errantly loosenedIf the tank head was already loosened at the time that the tanks were provided to the customer, the leak would have been immediateThe customer even acknowledged to me that these tanks do get moved from one place to another and even from one truck, or trailer, to anotherThe likelihood of the tank head to be errantly, and unknowingly, loosened is high!In conclusion, my offer in my first response of a one-time good faith discount of 20%still standsThis discount is a one-time only discount on the exchange cost of the tanks on May 22, 2014.Sincerely,*** ** ***

Complaint: ***
I am rejecting this response because:
I do not believe that it is right that I am being forced to sign a blanket statement releasing Culligan of Victoria of all damages including unknown future developments when there is no way to guarantee with 100% certainty that no lasting damage was done to my appliances and hot water heaterIn addition, within the last month, I have had to replace the inlet wash valve (single unit for both hot and cold water) to my clothes washing machine due to the basin filling while the machine was turned offSince the machine is relatively new, I am not convinced that this new development is unrelated to the incident that occurredUpon removal of the valve, I found significant leaking through the hot water solenoidHowever, since diagnosis would have required me to physically cut the solid plastic valve in half to examine the seat of the valve I cannot say with 100% certainty that this is related and as such I have not requested reimbursement for this itemTo this day, I continue to find water softener media in my filter screens of my faucetsI have attached a picture of what I found today (3/24/19:30) as I am writing this messageI know that if I am finding it there it is without a doubt in the rest of my house as wellThere may be plastic resin material melted inside my hot water heater but I have no way to knowI am worried that my other appliances such as my dishwasher, instant hot water tap, and ice machine/refrigerator water dispenser might also be affectedI reject Culligan of Victoria’s claim that “effects are immediate” and I point to the attached picture as evidence of the fact that the material still exists in my systemBecause of this, there is no way to guarantee that the event has not already caused damage to my appliances or may cause damage to them in the futureI do not think that I am being unreasonable that all I am asking for a reimbursement for $to replace an item that without a doubt was damaged by the incident especially since I have been a loyal customer for almost years and additionally just spent $1,400+ buying a water softener from them I would never sign a statement releasing anyone from any and all liability including future unknown damages, especially when they are being this difficult over $Regards, *** *** ** PSIn addition to the picture mentioned above, I have attached photos of the original incident so you can see that it is in fact the same materialPlease reference the file name for the date and time that the picture was taken

The customer purchased water conditioning equipment from us 5/21/On 7/10/we sent our service techs out to the customers home because she had water all over her basement and she thought it was the water conditioning unitsOur service tech of more then years with us, found no leaks in either unitThe tech did not replace any parts and found units were working properlyThe customer didn't believe this to be trueSo I sent our techs out to her home a couple of more times (at no charge) to try and assure her it was not the water conditioning equipment but to no availWe did let the customer know that the units are over a year out of warranty and therefore the customers responsibility

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
To whom it may concern, I need to address several points of Mr***'s messageFirst, the receipt I signed on 5/22/was presented as our standard rental fee (coincidentally almost exactly the same as a recharge fee)On the invoice it is not clear that this amount was separate from what is our standard rental amountUpon returning the faulty tanks, it appeared as though I was signing a renewal for the replacement tanks receivedIn the history box of the invoice was written by Mr*** himself "HAVE TANK LOOKED AT TO INSPECT POSSIBLE CAUSE ORING BLOW OUT THEN CONSIDER POSSIBLE CREDIT", then initialed
As for the regular servicing he claims these tanks require, he's referring to having the resin rechargedD.Itanks are designed to essentially purify waterInside of both tanks there is a resin that does soDepending on the water source, the resin will continue to do it's job for x amount of timeFor example, when connected to well water rich in iron, with the service we provide, the charge on those tanks may last less than a monthHowever, where we use the tanks currently, which is primarily at the Corporate Research Center of *** ***, the city water is very clean and has a relatively very low amount of total dissolved solids (TDS), and has thus far been free of damaging elements like its harsher friend, well waterIn these circumstances, the tanks haven't needed to be recharged at all for any of the last three seasonsSo to clarify, the maintenance Mr*** is referring to is for the resin, not the tanks themselves.
Lastly, I will still like to offer the use of any pictures I have to help solve this dilemmaThis O-ring that blew out was in no way manipulated during our "installation"In fact, the attachments on the inlets and outlets of both tanks were provided, and unchanged, from what Culligan provided for usAgain, to be utterly clear, we in no way changed the configuration of the tanks.
There are many other issues with Mr***'s message I haveRather than cluttering our communications with argumentative exchanges, unless something else arises, I believe this to cover what needs to be saidI have copies of my recent invoice/receipt and many pictures for review should they be of helpIn conclusion, I will accept a 50% reduction of this billThis is strictly to have the matter resolved, not necessarily what I find to be fair or even right
Regards,
*** * ***

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Description: WATER SOFTENING & CONDITIONING EQUIP, SVC & SUPLS, WATER TREATMENT EQUIPMENT, SERVICE & SUPPLIES, WATER COMPANIES-BOTTLED, BULK, ETC., WATER FILTRATION & PURIFICATION EQUIPMENT

Address: 4855 Chandler Ct, Marion, Iowa, United States, 52302

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