Culligan Water Conditioning of Las Vegas

I recently gave Culligan 1 star for bad service but I am back to amend my experience. I got an email that day from a national manager responding to my review. I then got a personal call from their local manager who asked for the details of my experience and listened! She was pro-​active in taking care of our problem and responding to my issues. A technician was here this morning and fixed the unit. That is the way to treat a customer and keep a customer. Good service, responsive management.

After my conversation with RJ Easton I was very encouraged that the issues I raised will be seriously considered. Mr. Easton recognizes the value of loyal customers and that loyalty must be earned. I hope to see a reconsideration of present policies by the local franchisee.

This review is for the customer service for repairs: My water softener came up with an error #1 message and continued to flush water through the unit. Their next appointment was a week away. They couldn’t tell me the time of my appointment and told me they would call the day before with a time window.
A week later I got a call from a computer stating the time the service man would be out. Of course the 2 hour window given is the only time I’m not available during the day. So I had to call them back trying to request a better time. The girl on the phone said the only way to request a time is to pay a fee between $ 25-​$ 75 (!!!) Or I could wait another week (their next appointment) and hope the time given the day before is a better time. Really?
The service call is $ 90 for them to show plus parts and labor. I ended up having a rubber seal (the size of a pea) that needed to be replaced. $ 260. So sick of them. I’ve had other problems with them with the same issues. FIX YOUR CUSTOMER SERVICE!
Add on– I would like to add that the guy that came out was very friendly. He seemed embarrassed after he showed me the rubber seal that needed to be replaced and how much it would be to replace it.

Update: I did get a call from Culligan addressing my concerns. They were able to make some small concessions, which is why I gave the amended rating. However, their policy still needs to change. Most plumbers/​repair services require a minimum payment for a call (like $ 75). However, once they diagnose the issue, that amount is then counted toward the final balance, not added on top of it. After this repair, I will be using my home warranty service to repair any issues I have and cease using Culligan for repairs until they change this policy.

Props to Culligan Mgmt
I recontacted Culligan and was contacted by the Manager. He personally made a house call, apologized for the earlier ‘error’ by the Culligan employee and ensured the problem was fixed. He stayed and made sure all was functioning correctly before he left. N/​C for the visit.
Satisfied customer on the third try.

Been a Culligan customer for decades (parents were too). Love them, my new rep Renee is great — friendly, answered my call quickly — highly recommend!

So a little update from my situation… I still have had nothing done for me from culligan M just fighting back and forth with there insurance company. Also today I find another leak on the same line they fixed… This leak has caused more water damage to my house and walls… I’m so passed at this point. Someone from Culligan corporate better respond to me… I want this issue fixed asap…

Having purchased a new home, I paid the local Culligan rep to do a house call. The home’s RO system was badly in need of replacement filter media and made squealing noises. The water softener leaked and the by-​pass valve had been engaged. The Culligan repairman told me the RO holding tank was damaged and needed replacement. He treated it like a nuclear reactor core — refusing to let me handle it. He explained that the internal diaphragm was punctured. I asked to keep the tank and he told me it could be refurbished and took it to his truck. The bill was $ 250! I received no credit for the old tank core.
When I told him I needed the water softener fixed his entire attitude changed — he became friendly and quite chatty. After several phone calls he charged me $ 120 to replace the seals in the water softener head unit.
I have since learned the «water tank is bad» is a scam. The tank is pressurized at the manufacturer and that pressure leaks out over time. A simple bicycle pump can re-​pressurize the tank to 8 psi and fixes everything. I know because I have performed the repair in the years since.
The clock later died on the water softener and was not replaceable. I went to Sears for a unit that was a quarter the cost of a Culligan unit.
In short, Culligan’s business model is broken and I would avoid their products as unnecessarily expensive.

I am so disappointed with Culligan of Las Vegas. I called to have someone check my softener to see if the water was soft and after checking I was told i owed $ 138 for the service call. I owned Culligan products in Wisconsin for years and this is outrageous. I pay for service on the RO system. I sure hope they installed my softener correctly. What has happened? I got estimates from several companies and I chose Culligan because of my prior experience. Worried!

Definitely have to agree with the first post. Culligan has gone way downhill on customer service. My unit is malfunctioning and the emergency service call is $ 275. I told the rep my unit has been malfunctioning for some time, so I don’t need the emergency service, but just wanted to schedule a regular service call. They don’t have one for two weeks! Then, she tells me the service window is anytime from 7AM to 5PM! I asked if they could narrow the window down so I can maybe plan to take time off work, but that was too much to ask for. I’m stuck with a Culligan unit, but would definitely not choose them again if ever I need a new unit.

«Culligan has certainly gone downhill over the past few years, living largely on its past reputation. We purchased a reverse osmosis system and have regretted it since. Twice, the system has malfunctioned and shut down. We called Culligan for service and were told it would take almost two weeks for a technician to repair. Obviously, many folks who have purchased these systems are experiencing break downs, hence the lack of any immediate support. Truly sad when they tell you their products enhance water quality, but sell products of limited quality.
Now that it’s over two years, I needed to change the filters of the reverse osmosis unit. Rather than call and get an appointment three weeks out (sad), I visited their office to purchase the units and get a once over as to how to change the filters. I was absolutely floored at what they didn’t tell me. Needless to say, their advise and assistance was terrible and now my unit doesn’t work at all!!! I now have to go and search for another clean water filter. If you desire to throw your money away on junk systems with incredibly poor service, go with Culligan. Even Sears sell highly quality units and has infinitely better service.