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CB Appliances Culligan Complaints #2-21
Culligan

Culligan review: Whole house water softening system and under sink water filtration system

A
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7:52 pm UTC
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Whole house softening system - Called for service week of 8/12. Explained (multiple times) to the appointment taker that there is something wrong with the system. The yearly service was performed on 3/01/2022. Unbeknownst to us, it appears the valves were not turned back on at that time. Apparently, this was also never noticed by the quarterly salt deliver technician in June either. The top 3 inches of salt are rock hard, which tells us that salt has not been added to the system in over 5 MONTHS. We started noticing that the water started tasting off. This system sits right outside our master bath and during the night, if you get up you can hear it running. We realized that we have not heard it running. After explaining things to three different people and being told it's working fine, we demanded a technician come out. We are 99% sure that when it was serviced last, that the valve was not reopened. Which means our system has been sitting dry for months now. During last weeks call, after demanding that a technician come out, the appointment was set for Monday, 8/22 between 10-12. My husband works from home, so he sees when they come to replace the salt, etc. After no-showing, we called and were told that when the appt was set, it was for salt replenishment, NOT service. They came out and removed the 3 inches of rock hard salt and replaced it. Still the valve has not been turned on, nor has the system been checked (we specifically put a note on the tank requesting they come to the front door - which wasn't done). Next we were told someone would call back as they were trying to get a technician out the next day. We're now going on day 3 and, of course, no phone call. The system, for the most part, works great (when it's turned on). The local Orlando FL franchise sucks. They don't understand customer service, they don't return phone calls, and when you call them, they argue with you. What I need at this point is a technician to come service the unit, most likely things will need to be replaced since the prior technician obviously forgot to turn things on. I also need someone that knows what they're talking about to look at the under sink filtration filters and tank. As part of the annual service in March, the technician replaced the under sink filters (that didn't need it). That system now whines like a whale every time we get water from the faucet. Another technician did come out and turn everything upside down to get the air out of the filters, but that was just a band-aid. It's back to doing the same thing. Overall, we are so dissatisfied with the Franchise that we're about ready to cancel our contract due to negligence, remove the system entirely and contact our attorney to file a lawsuit against them. Every time we have to call the Orlando franchise for anything, it's an argument. We want them confirm with my husband when they intend to send a Supervisor Technician to service the system. At this point, I don't trust them to touch the system without him hovering over them to ensure everything is done correctly. We want them to show us how they insist that they "fixed" the bridge (valve), when we can clearly see it's still closed. I will also insist there be contact at least a week later to ensure what was done was correct and the system is working as it should. Things like this should not be this difficult or argumentative.

Desired outcome: Prove to us that the system is working properly and that the "bridge" has been corrected and the valve is now open.

Keywords:
appointment contract filters salt delivery service softening system system technician valves water
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    9399 West Higgins Rd, Ste 1100, Rosemont, Illinois, 60018, United States
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