Culligan Water Conditioning

I drove an hour to purchase a part for my water purification system from Culligan. I had provided the model number of the system to the office staff at Culligan over the phone and they said that they would put the part aside for me.
The bad experience started with the wrong address listed for the business. I called and got the new address and drove even farther. I arrived at the location and mentioned to the office staff that I had called about the part. I assumed that what they sold me was the correct part and drove back home. When I arrived, I put the part in and noted that it didn’t seem to fit right. I did some research online and found that the part Culligan sold me was the wrong size. It fit so badly that I actually thought the system was broken. Since I had spent a couple of hours driving to Culligan to get this item, I wasn’t anxious to have to drive back to return the wrong part. I called and asked to speak to the manager. I’m not sure of the name of the person I talked to, but can tell you that his attitude was apathetic at best. He only apologized for the error after I suggested that that might be customer relations. He seemed to feel that it was just another mistake and that I should be perfectly okay with wasting even more of my time. Perhaps they make so many mistakes at Culligan that this is the norm? I explained that I really didn’t want to have to drive another 2 hours to return the part and retrieve the correct one. He again apathetically had no solution to offer. I finally asked if his Culligan location didn’t have service trucks out on calls throughout the area. He said that they did and I suggested that perhaps one of those trucks could drop off the new part and retrieve the one they mistakenly sold me. He seemed surprised by this suggestion and reluctantly agreed that this might be a solution. I then mentioned a couple of other small, inexpensive parts that had fallen out of the system that might need replaced. He agreed to send those along and told me how much they would cost. It was less than $ 4.00.
Within a couple of days, a Culligan driver showed up with the replacement part. He dropped it off and provided me with the other items I had asked for. He did not ask to be paid the small cost of the other items. I actually thought that Culligan might be providing that small, inexpensive item as a courtesy, to make up for the inconvenience of being sold the wrong part. This proved not to be the case, as I received an invoice in the mail about a week later. I paid the invoice. I wondered if, since the wrong part I received was a different model from the correct one, if I had been over-​charged for the incorrect part. However, I decided to let that go, since I really didn’t want to deal with the rude and apathetic Culligan store management again. I assumed I was done with them. I was wrong!
I posted a review of this location here on Unilocal.I was fairly general in my review, expressing my overall impression without being specific. My feeling was that specifics might actually provide potential customers with a worse impression of the business. I guess I was wrong. A few days ago, I received a message from Kevin Eslinger at Culligan. He is apparently the manager of the store. Kevin wanted me to provide details about my transaction with his business, ostensibly so he could try to address any issues I had. I assume, as would anyone on Unilocal,that he hoped I would make changes to my review. He offered his personal email as an option for contact.
I replied that I wasn’t really looking for any resolution, since my first impression of his business was really all I needed to decide to do business elsewhere. I refused to give any contact information and suggested a few ways that his company might treat future customers better than they had treated me. His followup reply indicated that he felt it was likely that I was not even a customer, and that I was probably a competitor looking to hurt his company with a negative review. Seriously? I think my profile, other reviews, and length of time on Unilocal make it obvious that this isn’t true. I expressed my dismay at his implied accusation and offered to provide Unilocal with my receipt if they needed it to prove I was an actual customer.
Throughout our exchange of messages, it seemed obvious that Kevin was not interested in righting a wrong, but rather simply looking for a way to get me to remove or edit my review. Once I refused, he contacted Unilocal and asked them to remove the review because it «did not provide enough detail about my customer experience.» Unilocal suggested that I might want to provide a new review with more information about my experience with this business. So, I am submitting the more detailed review of this Culligan location. I strongly suggest that anyone who values good customer service look elsewhere in the central PA area for water system parts and service.