Culligan Water Conditioning

From: *** *** Sent: Friday, March 31, 6:PM Subject: Complaint ID: ***Looks like the dispute w/trans union got this removedThis looks like it has been resolvedThanks

Mr ***, was notified on October 5, both verbally and with a follow up letter mailed the same day as to our issues with payment on his account and his abusive attitude to our field personnel and office staffHe refuses to allow anyone from our staff to have conversation with him and to
refute any and all claims he makesWe have chosen to exercise our day notice of cancellation as per our service agreement with him as so noted on the letter mailed October 5th, He currently owes our company charges of $and this will be his final balance unless he does not return the cooler by end of business which is P.Mon October 31, at which time another month of cooler rental will be charged to his accountMr *** through his attitude and very abrasive conversational tactics has made any future business relationship with our company non tenableNo adjustments will be made to his account unless he fails to return our property as agreed upon by himself today October 26, in conversation with Bottled Water Manager *** *** via telephoneSincerely yours

To whom it may concern,Yes *** did issue a temporary refund for the part, I want to make sure the refund is final and I will not have to deal with Culligan harassing me again.Thank you, *** ***

Culligan went out of our way to make this lady happy in less thanhours we had a licensed master plumber at her house we did everything right as far as plumbingSomehow *** *** thinks she should have a warranty from me for her unit? I in good faith installed it with no signature on
paperwork or no money down! The unit was installed but I had to use a $part to keep it from leaking.And with the salt she ok'd bags before it filled and leakedWith $175+$45+salt *** should owe $I acted in good faith and installed the unit completely! I did hang up on *** because she was nasty! I gave her all the info on complaints and everything but I only hung up on her one timeI did try to work things out with her but she always wanted to pay $0 All before I hung up*** mother called office that day and office lady calmed her down next day husband calls my wife Sandy and she said they had a productive conversation how we could work something outNow *** next am a Revdex.com complaint?

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
his 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,
Sincerely,
*** ***
Senior VP, Risk Management

*** *** has been constantly delinquent on her account since 2011, 2012, and Delinquency notices are sent monthly to a customer while their account is delinquent status We try to work with our customers to get their account current as much as possible On 4/24/
we called *** *** in regards to her account being delinquent She paid on her account on May and at that time mentioned that she was interested in purchasing a unit instead of renting She spoke to the Sales Manager in regards to equipment There was no mention that she wanted her unit removed at that time *** *** went out and did a water analysis and left recommendations along with his business card as *** *** was not home From June to December, *** *** continued to receive monthly invoices, in addition she was sent pas due notices asking her to contact us in regards to her account during this time There was no attempts by ** *** to contact Culligan in regards to her account Since we had not heard back from *** ***, she was sent to collections on 10/29/and on December 3rd a letter was left at the home that we needed to remove the equipment due to Non-Pay I'm willing to work with *** *** as there seem to be some misunderstanding between my *** *** and her He disputed amount is $for rental of her equipment and I'm willing to take half of the amount due if she pays $ I will consider this account closed and all matters settled

I received your letter in reference to *** *** and offer the following
responseWhen Mr*** called in to our office, he was looking for a fix for his water treatment systemHe was informed that it is very hard to diagnose system issues over the phone and a service call was recommendedAs is the case with any appliance, to call into the center and expect them to know and have a solution without looking at it is very difficultMy technician told Mr*** this and Mr*** declined the service callMy technician said a rebuild kit was an option but that he couldn’t guarantee that it would solve the problem and that we can’t take it back once he opens it and tries to install it for obvious reasonsMr*** acknowledged this, paid for the part over the phone, and we shipped the partAwhile later, we received a letter in the mail from the credit card company that the charge had been disputed and charged back. This means Mr*** has the part and now, didn’t pay for itWe called Mr*** to inform him that he owed for the part and shippingAt the time that we called him, we had been charged back from the credit card company and didn’t have the partWe told him up front that we couldn’t guarantee that the part would fix the issue since we couldn’t perform a service call and that we couldn’t return the part if openedA week or so later, we received the part back in the mail and we have not tried to appeal it yet In Mr***’s desired settlement, he indicated that he wanted a full refundFirst, he agreed to the terms listed aboveSecond, his credit card company already charged us backThere would be no refund in orderThird, even if we do credit the cost of the part, Mr*** should at the very least owe for the shippingThat cost is $We didn’t send Mr*** a part without his knowledgeHe asked us to send it and agreed up front to the costWe expect to be compensated for thisIf you have any further questions, I am happy to assistSincerely, Mike ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
What the business is saying is untrue. The units were both soaking wet and the water was clearly coming from the units. I would like at least partial renumeration for the cleanup costs or I will be forced to take the matter to court.
Regards,
[redacted]

[redacted] purchased water conditioning units from us on 5/21/2015. We have a 1 year warranty on all parts and labor. We did receive a call from this customer on 7/9/2017 saying that they had water in their basement and they thought it may be one of our units. We did instruct them to put the...

units on by-pass. This is done so that if a unit is leaking it will stop the leak. When our service tech went the next day and took the units off by-pass and ran it thru it's cycles he noted no leaks and that the units are working properly. The service tech did note that he saw water dripping from the hot water heater. [redacted] insists that the leak must have come from the Culligan units although she did not see where the water was coming from. I spoke with [redacted] in August and she let me know that her plumber friend replaced the valve on her hot water heater. I sent our service tech out again Sept 1 to check the units again at no charge.[redacted] owns these water conditioning units and they have been out of warranty for over 2 years. We have done all that we can and are responsible for.I would like to note that this Culligan of Delavan has been in business for over 60 years. My parents owned Delavan and Peoria IL for 40 years and I purchased it from them in 1995. Our service tech has been with us for 48 years. Thank you [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted] from Culligan of Delavan even agreed that the water must have been coming from the Culligan unit, and not the water heater, as the water heater is ~12 feet downhill from the Culligan units, and leaking water does not travel uphill. I have multiple pictures and videos showing how the water was pooled around the Culligan units and then spread downhill to the water heater/furnace area as well as the rest of the basement. I've included 2 that show the source of the water as the Culligan units, as well as one showing how there was no water behind the units, which also shows how it flowed FROM the units, TO the rest of the basement. 
Regards,
[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]

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".

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 brief. I am well aware now that the amount in dispute is for the regenerated tanks. My 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 trailer. They'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 tanks. To 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 cost. But 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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
After reviewing your response I cannot accept it.
Section B has no bearing on this situation as I never referred to this as a warranty. I never assumed there was a warranty on the product. I do, however, know that I do not own the equipment and disagree that any charges related to fixing the equipment should be my responsibility. I would like to touch on section Q though. As quoted, section Q states " We will maintain and keep all equipment at proper operating condition without additional charge, unless repair or replacement is due to your negligence or misuse, or the negligence or misuse of others while the equipment  is in your possession. Negligence or misuse include moving or altering the equipment, failing to use appropriate quality products (with respect to Bottled water equipment, failing to use proper grade water); failing to notify us within a reasonable period of time after an equipment failure; and failure to keep the equipment reasonably clean. Service calls on equipment damaged due to such negligence or misuse are your responsibility and will be charged at our prevailing prices. You bear the risk of loss or damage to the equipment in fire or other casualty." (End quote).. repair was not do to negligence on my part.  As you can see from my bill that Mr. B[redacted] attached, I was charged $215 for them to install the equipment. I had absolutely no dealings with the installation. Not to mention, I only rent this equipment. I do not own this equipment! As a "reputable company", I, as the customer figured they would've used common sense when installing their expensive equipment and put on a surge protector or at least informed me that a surge protector was not used in the installation.  Therefore I do not feel that it was "Negligence" on my part for the equipment failure. Electric companies will not pay unless the power surge was due to their negligence on making sure their equipment is in working order.
Regards,
[redacted]

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.

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 made. We 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]

Hello,I would be happy to credit [redacted]'s account if he can provide the name of the tenant of his home along with their phone number, so we can bill them for the service.  He called us for service and never gave us their name nor did he mention that they were responsible for the service call.Thank you,Debbie M[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]

Hello,
I would be happy to credit [redacted]'s account if he can provide the name of the tenant of his home along with their phone number, so we can bill them for the service.  He called us for service and never gave us their name nor did he mention that they were responsible for the service call.
Thank you,
Debbie M[redacted]

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 6-7 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, 2015 to service the unit. I apologized to Mr. [redacted] for the miscommunication on my part and he was understandable as well.  He no longer wants the unit removed.