On Thursday, April 28, 2016, we received an emergency call from this customer that their retention tank was leakingWe sent a service technician to the home on an emergency call and repaired a cracked elbow connection at NO CHARGE even though their retention tank was out of warranty as of
Aprll9,Our technician put the entire system into regeneration after this repairThrough no fault of ours,their year old carbon filter unit malfunctioned while regenerating and wouldn't shut off.On Friday, April 29, we advised the customer to put the unit on by-pass, which would shut it off until wecould get there later that day.While our technician was on his way to their home, he received another emergency call from a different customer with a bad leakThe tech advised the customer who flied this complaint, our office would callto re-schedule someone to come out.At the end of the day, when our techs began coming back in, the office scheduled one of them to stopat this customer's home on his way home, Unfortunately, this fairly new tech went to the wrong house and found nothing wrong, He checked with his supervisor, who had him run some test checks on thesystem where he was at, and then was told to head on homeWhen the customer called Friday evening around 5:30- 6:pm asking why we hadn't come, we Immediately sent a technician to their homeFriday night, fixed the problem with their year old filter, and did not charge them for an emergency service call or broken part.This customer was charged nothing for these two repairsWhile there was some confusion on gettingthere Friday during the day, we did take care of them before the weekendWe realize that this wasfrustrating for the customer on Friday because they were waiting at home all day and no one cameAs Imentioned, they were not charged for these calls or repair parts a value of at least $Needless to say, we were disappointed to hear from the Revdex.com regarding this situationThis customer has been with us since and knows we strive to give our customers superior service, We apoiogile for the confusion on that FridayThursday, they had a timely emergency service call, which we covered on anexpired warrantyFriday was quite a busy day here; our team messed up a little; but the customer wasserviced later Friday night at no charge, We'd like to ask that this complaint be removed from ourRevdex.com file.Thank you,Patricia K***General Office Manager
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. There service was fine, it was the lack of communication at their end. The service tech that came out explained to us it was with the staff who was answering the phones that day. So all is good with Culligan.Regards, [redacted]
On Thursday, April 28, 2016, we received an emergency call from this customer that their retention tank was leakingWe sent a service technician to the home on an emergency call and repaired a cracked elbow connection at NO CHARGE even though their retention tank was out of warranty as of
Aprll9,Our technician put the entire system into regeneration after this repairThrough no fault of ours,their year old carbon filter unit malfunctioned while regenerating and wouldn't shut off.On Friday, April 29, we advised the customer to put the unit on by-pass, which would shut it off until wecould get there later that day.While our technician was on his way to their home, he received another emergency call from a different customer with a bad leakThe tech advised the customer who flied this complaint, our office would callto re-schedule someone to come out.At the end of the day, when our techs began coming back in, the office scheduled one of them to stopat this customer's home on his way home, Unfortunately, this fairly new tech went to the wrong house and found nothing wrong, He checked with his supervisor, who had him run some test checks on thesystem where he was at, and then was told to head on homeWhen the customer called Friday evening around 5:30- 6:pm asking why we hadn't come, we Immediately sent a technician to their homeFriday night, fixed the problem with their year old filter, and did not charge them for an emergency service call or broken part.This customer was charged nothing for these two repairsWhile there was some confusion on gettingthere Friday during the day, we did take care of them before the weekendWe realize that this wasfrustrating for the customer on Friday because they were waiting at home all day and no one cameAs Imentioned, they were not charged for these calls or repair parts a value of at least $Needless to say, we were disappointed to hear from the Revdex.com regarding this situationThis customer has been with us since and knows we strive to give our customers superior service, We apoiogile for the confusion on that FridayThursday, they had a timely emergency service call, which we covered on anexpired warrantyFriday was quite a busy day here; our team messed up a little; but the customer wasserviced later Friday night at no charge, We'd like to ask that this complaint be removed from ourRevdex.com file.Thank you,Patricia K***General Office Manager
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. There service was fine, it was the lack of communication at their end. The service tech that came out explained to us it was with the staff who was answering the phones that day. So all is good with Culligan.Regards, [redacted]