Culligan of DFW

We installed the water softener and reverse osmosis over a month ago. The quality of water is fantastic! Friends and guests commented on how good the water taste. It’s also noticeable on skin, hair, and fabrics: so soft!! We had a small problem with water pressure in the reverse osmosis spout. The technician came out immediately and came back a second time to fix the problem to our satisfaction. Today we are expecting the quality control visit. The filtration system has not had a noticeable effect on our water bill. We are very pleased and highly recommend it!

In my original post, I indicated what I was unhappy with and since that time, the GM contacted me personally to find out how to improve their service and make me a happy customer. I am happy to report that I am now even happier with my new water system and my drinking water. The primary reason I needed a change is because my entire family was having skin issues. My daughter's scalp was so bad that it was bleeding. This change has been an overall positive change for my family. We had some hiccups in the beginning with the install, but Culligan of Dallas has worked hard to fix it and has met and exceeded our expectations by having someone on site, in spite of the COVID-19 pandemic, to ensure the system was functioning properly and that I understood how the system worked.

When Culligan was contacted to repair a water softener system. Karen W responded, 'I did review this with the service manager and we can service the equipment.' They showed up as scheduled and looked at the equipment. The gave a short sales speech, which I declined. Then the needed parts were documented, which they stated were generic and easy to replace. Then, they left; for good. Many calls and emails over several months when, once,I was actually able to speak with service manager who told me they were still waiting for their supplier. All other calls, and emails, had the response that a message will be left for the manager except for one email where Karen stated, "I have contacted our Service Manager and I will let you know.". Thus, the sale speech cost about $150. Culligan corporate office, in Illinois, said all offices were independent and they could not help. If you feel you must use them, save yourself time and aggravation by simply sending them a check and then call somone who will help you. Years have gone by and I have finally decided to provide a review.

My husband is a Veteran so consuming a large quantity of water is a non-negotiable for our family, including our 3 thirsty dogs, while the quality of water matters to me. In 2013, we bought a softener (even though they said our water was soft with the tank we purchased from Sears) and rented the drinking system. DFW Culligan was great right up until I gave them my money. For the premium you pay, do not plan on receiving premium service from this office who has proven they lack integrity, training, and consistency. A few examples: 1.They agreed to give the customer who referred me a $50 gift card and new shower heads, but I had to chase them down for weeks. 2.The water faucet broke, so we made an appointment for the repair, but the technician "couldn't make it out", so we asked if they could just mail it and my husband would fix it. NOTE: They don't mind YOU doing the work, if you continue to pay them and it saves them a trip. You'll learn later that if you touch their system, they will deny any responsibility for faulty equipment or damages. 3. My credit card needed updating, so they called me in early 2017. I mentioned it seemed like it had been a long time since our filters were changed on our rental unit and she defensively said that we were good until later in the year. Mistakenly, I took her word for it. *****Now for the reason of this review; keep in mind, I allowed them multiple opportunities and time to do the right thing. #failed ***** On Sunday 6/25/17, we had an issue with our sink (not related to the rental) that required us to remove the Reverse Osmosis tank. We noticed a small leak at the valve on the top of the tank, that lightly trickled down, rusting the bottom of the tank and caused water damage on the cabinet floor directly under it - and nowhere else. We also discovered that the filters hadn't been changed since August of 2015 (We weren’t aware they were dated). Day 1 - Upon discovery of damage and outdated filters, contacted Culligan DFW answering service to report. I Inquired about frequency of filter changes to which she confirmed it should be a yearly change. Day 2 - Did my research online and contacted the home office in IL first thing in the morning. The owner’s manual and the gentleman at the home office confirmed the filters should be changed at least yearly. I contacted Culligan DFW to report leak and damages to Receptionist 1 - I asked her why my filters weren't changed in 2016 and she tried to convince me that filter changes should occur 18-24 months. I emailed her photos of the leak and damages along with a copy of where it clearly reads that filters should be changed "at least yearly". She scheduled a technician to come out that morning. Day 2– Technician came out. He admitted that we were past due for filter changes and if we had them changed in Aug of 2016, the leak and damage may have been avoided because they would have also maintained the tanks. He confirmed the tank was in fact leaking and caused the damage and said they would schedule someone to come out to fix it. He took photos, we asked to cancel our service (due to the lack of filter changes/poor customer service), and he took the system away. HE NEVER TESTED THE TANK, just a visual inspection, but of course, any moron could see the source of the leak from their tank. His notes were brief and incomplete, but we took his word for it that Culligan was responsible and we'd be taken care of. THEIR WORD MEANS NOTHING! ***review photos, they speak for themselves**** Day 3 – Receptionist 2 called me back in response to my call from Sunday. Since it’d already been “handled” – I relayed that I was waiting for a manager to call me back. Day 6 - I called and spoke to Receptionist 3. Left another message. Day 12 - Tired of waiting, so I called Culligan DFW and asked to speak directly to manager. Manager hadn’t reviewed my case or spoke to the technician (really?! After 7 business days?) and said he'd call me back. Day 13 – Manager left message that "He finally got the photos from technician and apparently since we removed the system he couldn't verify where the leak came from". I don’t believe the manager did any research. I then sent him my photos that clearly showed the source of the leak. After his review, he said "we didn't let him do his job, he couldn't help us". He wanted to argue, refused to listen, and never gave me a chance to speak. I could hear him POUNDING on his desk and muting his phone and yelling, “I CAN NOT HELP YOU”. I would expect this behavior from a spoiled 5-year-old child. YOU DID NOT DO YOUR JOB! I asked to speak to the GM as this was the most embarrassing display of customer service I’ve ever heard. GM refunded 1 year of service and offered to send out a technician at no charge to check my softener as a courtesy. He only offered because he realized there was an error in their records of the system I had. He agreed to speak to the technician and check the tank himself. He said the filters should be changed every 16-18 months. The only thing I asked out of this, was for them to take ownership for their mistakes and fix our cabinet. Day 23 – Still waiting for follow up call from GM, so I called him. Apparently, the technician tucked his tail and said he “didn’t remember” or he isn’t a person of integrity. Also, they conveniently couldn’t find the tank to test it. If that’s the case, they must get a lot of tanks back with rust or they trashed mine. They refuse to fix the cabinet and accept the responsibility that is rightfully theirs. Trust this, if you own the drinking system, you will be liable to follow the manual, but with a rental, they can make up their own rules and provide nothing in writing to back it. Do yourselves a favor, learn from my mistakes and their incompetence or go elsewhere. You can’t justify the cost for terrible service.

We did end up getting a water purifier and it is working perfectly.

The initial appointment went as scheduled and I felt like the sales rep did not pressure us into a purchase. I felt like he presented the information and based upon Culligan's reputation I felt like they were being honest in our appointment. The install took a bit longer because we chose to put the system in the garage instead of in the yard. They needed to dig under the driveway for this install and so it took more time. Install was a contractor that was very knowledgeable and answered all my questions. He and his team were very friendly. Since we've been using the system I can tell you our skin is much softer and we actually have stopped buying bottled water! I would recommend this to others!

Service was a nightmare. I had to follow up repeatedly to get help. Multiple phone calls and emails were not responded to. Damage has still not been repaired. The service guy they sent out was actually good, the issue is the with the office and the lack of follow through and responsiveness. Customer service and support are horrible!

unknown

We have had a Culligan total home water softener, RO and drinking water system for almost 3 years. Other than normal filter changes (once every 2 years) and adding salt (every month) it is easy to care for. We have a great warranty, but we haven't needed to use it yet. So I cannot comment on service technicians. I would not have them up-sell the monthly service because it is so easy to care for by myself. We have fantastic tasting clean, safe drinking and bathing water, our appliances are clean (without the hard water stains) and received 5 years of free soap after purchasing the whole home package! Not just soap... laundry detergent, dishwashing detergent, shampoo, body gel, face soap, surface cleaning sprays, etc etc etc. This more than pays for the cost of the unit. I couldn't be happier.

.

.

Although there was a two week wait to get our water tested, the service experience was great. The technician tested the water and inspected the system. He was very friendly, helpful and knowledgeable. We have enjoyed doing business with Culligan.

unknown

The service Culligan provided was top notch and I love my water now! one of the best investments I have ever made. Been almost 2 years no problems at all just the best water I have ever had! and love love my soaps!

We had become aware that our home water, supplied by the city, had a certain unpleasant smell and seemed cloudy. Being familiar with the Culligan name for many years and from prior experience, we called Culligan of Dallas Fort Worth for more information on a complete home system. Our sales person, Paul, was friendly, answered our questions and guided us toward an approprite system for our situation. Not too much or too little. He explained the service and financing options to our satisfaction and seemed to sincerely be interested in what would work for us. We were comfortable with the deal as presented and decided to purchase a conditioner for the entire home and a drinking water system for kitchen. The installation schedule was flexible and convienient for our schedule. Our intaller, Chad, showed up as scheduled and built the system to fit our existing plumbing. Even though he was working, he was friendly and helpful. Sometimes having strangers in your home, especially someone selling something, can be stressful. We have been pleased to do business with Culligan and would not hesitate to recommend them to friends and family.

The evening of Tuesday 4/28 after the maintenance check, our RO was not working at all and we called again. The next day, on Wednesday 4/29, the another serviceman came out and said the water was not turned on from the previous day, but that there was a leak in one of the filters. This problem was not caught by the first serviceman. The second serviceman said we would need to get a replacement filter as we opted to not buy an entire new system.
When my wife called for a time to get the new filter installed, the earliest date available was Thursday 5/7. We are on their emergency list in case there is an appointment cancellation. Collagen is willing to come out if we pay a pricy extra fee that covers overtime. Going without RO water for 8 days is an inconvenience. 
Up until now we've been very satisfied with Culligan, and I would have rated them much higher. They have always been professional; we've had our RO water tested independently and it has always shown excellent quality. We've been customers for over 20 years and better quality in service and in responsiveness.

They were extremely professional and did a great job.  I appreciate everything they've done.  I just compared them to the other water softener companies out there and they did the best job.

Arrived on time, very punctual, very professional installation crew/cleaned up after the job, fluent English speakers, no problems working with this company-we are satisfied.

The technicians are always friendly and professional. Arrived on time completed work quickly.

Services were performed well - price was way too high, i.e; a +49.5% increase in price in less than two(2) years.
Office told me that price would be about the same as my service in 2010, but it was MUCH HIGHER.

We spent about $100 and something on that service. There is a particular person and we always request for him to come and his name is Keith Gaylord. Keith has done some work for us and he was the best of the group, so we always try to get him if possible.

Culligan installed a rental unit ($29/mo) in my home. It is an under-the-counter reverse-osmosis filtrations system with a water storage tank. They also installed a filter cartridge for the ice maker on my refrigerator. I pay approx $29 a month, roughly the same price I used to pay to have multiple 5-gallon bottles delivered. In the past, I paid over $1000 to purchase the exact system, thinking that I would save money in the long run over the rental. What I found is that if you purchase the system, you must also absorb the annual cost of replacing the filters at a whopping $350+! If you rent the system, the annual filter changes are included as part of your rental, and if anything goes wrong with the system or a better system becomes available, it is replaced as part of your rental agreement. I have found this to be more economical for my family, considering the amount of water that we consume. I have purchased the "Kleen Kanteen" stainless-steel water bottles on-line, and we refill our water bottles every evening for the day ahead. I believe that we have saved hundreds of dollars in just a few months. Trust me; the taste of Dallas water in my area is much better after it has been filtered through the reverse-osmosis process.