Culligan Complaint - Culligan Causes Water and Mold Damage and Magically Disappear
FREDERICK, MARYLAND -- Complaint against:
Culligan Water Conditioning
501 Maryland Avenue
Hagerstown, MD 21740
(P) (301) 797-0311
(F) (301) 797-7231
Culligan Water Conditioning installed a water system to neutralize the pH, reduce the iron levels, provide water softening and an activated charcoal filter to improve taste. They also installed a booster pump to increase the water pressure throughout the house. This required me to miss an entire day of work. Soon after the installation, a joint near the booster pump failed causing a leak around the water system. Culligan promptly responded to repair the problem. This occurred two more times with varying amounts of water leakage into our basement with Culligan promptly responding. These repairs required me to take four partial days off from work. The fourth repair resulted in a flood of our finished basement and again Culligan quickly responded. They authorized a water mitigation firm (Service Master) to clean up the water.
The water mitigation firm was authorized by Culligan to remove carpet padding, paneling, and drywall to determine the extent of water and mold damage and to dry the basement. Drying the basement with a vacuum and industrial dehumidifiers took over a week. (This involved me having to go to work later three times) Service Master suggested that all of the paneling in the vicinity be removed to allow for a complete mold inspection. The level of the mold was at the same level of water that wicked up the drywall from the last leak. There were distinctly different water levels on the drywall directly correllating to the number of leaks. Culligan's insurance company (Liberty Mutual) was brought into handle the complaint. Mark Stoner of Culligan at this point essentially washed his hands of the problem and the insurance company indicated that all they have to do is order Culligan to replace the pump.
Initially, Culligan employees, including Mark Stoner, had no problem indicating that they ensure their customers happiness and that they always do the right thing for their customers. They were even happy to say that with a handshake. I complained that I have missed way too much work for them to do further work during their business hours and Mark Stoner said, "don’t worry about that, we can arrange repairs around your schedule." Mark Stoner sent us an email on January 30, 2008, that they could do the repairs to the pump at 1.5xhourly rate at our expense. Mark Stoner is not living up to his agreement, appears unethical, and is dirtying the name of Culligan. The insurance company will not authorize removal of the remaining paneling in the vicinity of the water damage thereby preventing further inspection for water and mold damage. Considering the health hazards of mold, I am surprised that the insurance company, and Culligan, are willing to take on this liability.
I have yet to hear if the insurance company will repair the damages caused by the leak or by the water and mold mitigation company. I am openly amazed by this experience, the amount of time I have had to take off work, the inconvenience to my family, and the lack of integrity shown by Mark Stoner, therefore Culligan, and Liberty Mutual.