Frequently Asked Questions . . .
The following questions cover some of the most common queries we hear from customers. We welcome other questions as well and will update this information from time to time based on customer need. Ask the Culligan Man! Also, you can find information on our water treatment technologies and equipment at the Products Page. We are proud of our Service and want to keep good our promise of better water, so let us know how we can improve !!
Where is Culligan located ?
Culligan of San Antonio has a beautiful office located at 1034 Austin Street, (210) 226-5344. We are just Northeast of downtown near Broadway and I35 South.
Culligan of the Hill Country, based in Kerrville, has an easily accessible office located at 1612 Water Street (of course !!) just southeast of downtown, (830) 896-3544.
Culligan of Seguin/New Braunfels is located in Seguin at 918 N. Camp Street, just north of downtown, (830) 303-6426 or (830) 626-8791 (New Braunfels) or Toll Free @ 1-888-426-5711.
Culligan of West Texas has a newly remodeled facility located between Midland-Odessa, just southwest of the airport at 10018 W. Business I-20, (432) 563-2690.
SERVICE/REPAIR
Only specially trained and TCEQ state-certified Culligan employees are dispatched on service calls. We do not hire contractors. The repair technician who comes to your house or business will arrive in a vehicle clearly marked as Culligan, and will be in uniform.
How do I find a Culligan Equipment Owner's Guide?
Locate your equipment model and follow this link to find your equipment guide.
Is there anything I can do myself to keep my Culligan working trouble free?
Yes, there are a few things we recommend the consumer check regularly. Your account representative or the installers will explain these in detail; however, it is a good idea to:
monitor the salt level and check for bridging
look for leaks, or water on the floor near the softener or reverse osmosis system
listen for and report any strange noises, or regenerations at odd times
test for hardness periodically
How much salt should I keep in the salt storage tank? Do I keep it filled to the top?
There is no particular amount or number of bags that must be kept in the brine tank. As long as there is salt or potassium (a different type of salt without the sodium in it) in the water, the system will make the brine solution used to regenerate the resin. The only un-acceptable level is completely empty of salt. Many people only fill their brine-tanks halfway. This makes it much easier to break up salt-bridges, should this prove to be a problem at your installation site due to excessively humid conditions, etc. A typical softener on central Texas hard water of 20 grains per gallon of calcium carbonate, with three people in the family, would use about a 50# bag or two per month. Keep in mind our convenient Salt Delivery Service and you can cross one more thing off your To Do list !! Call us for details.
What are "salt bridges” and how do I keep them from forming? Are they dangerous?
Salt bridges form in the brine-tank when the salt (or potassium) forms a hard "bridge" and does not maintain contact with the water in the bottom of the tank. A gap forms, and the salt begins to absorb moisture and humidity from the water, forming a hard crust on the bottom of the salt layer. As this hardens, it begins to adhere to the tank wall and prevents salt from dropping down into the water to make the brine solution.
Usually, a wooden broom handle can be used to break up salt bridges. Poke it into the salt and stir up the contents. Sometimes, when the bridge breaks, a sound similar to a ‘rain stick’ will be heard as the salt drops and falls into the water. This is normal and a good thing.
Salt bridges are not dangerous to the equipment. They do, however, make softeners inefficient since the calcium that has collected on the resin beads is not removed by tap water alone. Eventually, the resin beads will become saturated with calcium and will no longer soften water. If the salt bridge is too thick or too hard to break up, call the Culligan service department. We’ll be happy to take care of it for you.
I can see water in the salt tank. Is this normal?
Yes. There must be water in the tank so the system can make the brine solution used to recharge the resin. The water level is set during installation and is determined by a number of factors such as anticipated use, size of resin tank, and type of salt. Under most circumstances there should be10-24 inches of water in the bottom of the salt tank. It takes four hours to make a good brine solution. This is why water is refilled into the brine tank after each cleaning cycle.
How can I tell if my water softener is working properly? How do I know my water is soft?
The most commonly used test is the “touch” test. If your skin does not feel slick (an indication of a lack of hardness "curd") immediately after a shower or bath, then the water is probably hard. This is, admittedly, a subjective test. The “soap test” is far more accurate, and is one of the standard tests for determining the quality of water.
Every Culligan account representative and repair technician carries a supply of these easy to use test kits, and will be happy to leave one with you. If you did not receive one of these test kits with your rental or purchase just let us know. We will be happy to set one aside for you. They are also quite educational as they show how a pure soap with no chemical additives and chemicals can produce more-than-adequate suds in soft water while immediately forming a curd in water that is hard. Keep in mind in testing that it is possible for there to be a mixture of hard and soft water in a water heater or mixing valve that will make it hard to interpret whether the softener is working at a given time. To minimize this confusion be sure to test a cold water tap for the best reading (assuming you are not in the small minority of people who soften the water to going to their water heater only). On a pre-plumbed home that has added a water softener the outside hose spigots and the cold water at the kitchen sink is usually hard. On a pre-plumbed home you should test the water at a cold faucet in the bathroom.
When I need to have service, will I have to wait around all day for the repairman?
No. Culligan schedules service calls in two-hour time blocks so that our customers can arrange their days more easily when a repair is necessary. The majority of repairs are completed in less than one hour. However, if the repairman is running late for any reason, you will be notified so that the appointment can be rescheduled if necessary.
What if it’s an emergency? Or after business hours? Can I reach you at night?
Yes! Culligan repair service is available twenty-four hours a day, seven days a week. One of our service technicians is always on-call.
If your emergency occurs during normal working hours just call the main office number and ask for the service department.
San Antonio (210) 226-5344
Seguin (830) 303-6426
Kerrville (830) 896-3544
West Texas (432) 563-2690
After hours, call the same number and follow the instructions from the voice prompts. Your message will be recorded, and the technician on call paged automatically. He will call you back immediately and have the problem solved as soon as possible.
Does Culligan work on other brands of water conditioning equipment?
Yes. Culligan service technicians are qualified to repair most other major brands of water softeners and conditioning equipment. There are, however, one or two manufacturers who will not allow us access to parts for their brands. If you call for service on a brand we cannot repair, you will be told so immediately.
Does Culligan do plumbing work?
No. We will only work on plumbing as it is related to our water conditioning equipment.
How much do you charge for service calls?
If the call is not covered under a warranty agreement, the charge is $84.50 for the first 30 minutes and $17.50 for each 15 minute increment thereafter if additional time is required. Most repairs are completed in thirty minutes or less; some, however, may take more time. The service technician will advise you on this matter before any work is performed.
BY-PASS VALVES
What is a by-pass valve? What does it do, and how do I use it? 
The by-pass valve is located behind the softener controller on top of the resin tank. It has two push button controls, one red (hard) and one blue (soft) and is designed to take the softener ‘out of service,’ by diverting the water flow away from the softener while still allowing water into the house.
When the blue handle is pushed in, the unit is operational. Untreated water from outside the house flows through the softener which removes the hardness elements and then into the house. When the red side is pushed in, the blue handle pops out, and no water goes through the softener. In this mode, rare but potential leaks can be minimized since no more water is going through the softener. This valve is often used when people go on vacation for more than a few days, or when they need to use outside spigots which are not "hard plumbed" to bypass the softener. It is not a bad idea to exercise this bypass valve every few months to make sure it does not become stuck in one position. If it is extremely hard to exercise this bypass, try turning the water valve in front of the softener off and opening a valve downstream to relive some of the hydraulic pressure... or have your Culligan Man help you with this on his next trip to your home.
The by-pass will be marked on each side. The blue side will read "Push for Service" giving you soft water. The red side reads "Push for By-pass" giving you hard water and not allowing any water to enter the water softener.
Do all Culligan water softeners have this bypass valve?
Yes, all Culligan water softeners have this important feature. In some cases the bypass valve may have a slightly different appearance, but it will definitely be there. Additionally, Culligan installations come with a whole house shut-off valve on the inlet side of the water line. This valve can prove very useful for other plumbing repairs and emergencies that may arise at your household, so it is a good thing to know about and teach the family how to use just in case they need it.
SALT ROUTES
How much does Culligan’s automatic salt delivery service cost?
The service is free, all you pay for is the salt. There is no delivery fee. When you sign up for automatic salt delivery, you get more than just a few bags of salt or potassium-- you get a 10-point check-up with every delivery and the reassurance that our trained delivery men are watching for any problems that may develop. There is no charge to be on the automatic salt delivery program, other than the cost of salt actually delivered.
How often do you deliver salt?
Deliveries are scheduled according to each customer’s particular use and needs. Normally, they are scheduled for approximately every three months. In some cases, such as extremely heavy use, the deliveries may be closer together; in other cases further apart. If, for some reason, your soft water use increases temporarily you can always call and ask for an unscheduled delivery.
Can I cancel or postpone a delivery?
Yes. Just call the office, ask for ‘Salt routes’, and let the person who answers know your situation. We’ll be happy to work with you and make the delivery on another scheduled route day when you need it.
Do I have to be home when the delivery is made?
No. As long as the driver has access to the water softener he can make the delivery. All Culligan route drivers are bonded and insured, and many customers provide keys or the keypad code to their garage or house so the delivery can be made. The keypads are sold at hardware store and are wireless. They can be installed in about 10 minutes and should run around $35. In many cases, if the owner can’t be home and access to the softener cannot be secured, the driver will carefully stack the salt bags in a designated place for the homeowner to move later. In the early days these bags were 100#s, then 80#s, but now they are a much more manageable 50# weight.
Can I choose my delivery day or time?
Unfortunately, no. Delivery routes are geographically determined so that our drivers are in a neighborhood or area of the city one day every week. If it is necessary to skip a delivery, it can be rescheduled for the same day the following week, or later; however, it will need to be on that same day of the week.
Is it necessary to be on this automatic salt delivery system?
No, but many of our customers find it more convenient to rely on Culligan for this service rather than do it themselves. Salt bags are heavy and often leak salt in your vehicle unless you are really careful.
I want to fill the tank myself. What other brands of salt can I use?
Any name-brand softener salt or potassium will work in a Culligan. All softener salt contains some dirt, and even small stones. Some brands are screened more carefully than others, and Culligan salt is always as clean and free of inclusions as we can make it. These inclusions, while not harmful to your system, remain in the brine-tank and need to be removed periodically.
Can I purchase salt at your office?
Of course, during regular business hours from 8 to 5 on Mondays thru Fridays. Please note that you can save money on each bag when picked up at the office. Call for details.
My plumber suggested I change from salt to potassium in my softener because we are on a septic system. How do I do this?
Very easily, if you indeed decide this is best (after reading the last 2 paragraphs) . Allow the contents of your brine tank to drop down to the water level, then add two bags of potassium. As this level goes down, add more potassium to bring the level up to where you usually keep it.
You should not need to make any adjustments or changes to the settings on your water softener. But, if you notice any changes in salt usage, call us. We can talk you through any necessary adjustments over the phone.
Your local Culligan Man can deliver potassium for your convenience. It sells at a higher cost than salt due to freight and processing costs. For this reason it makes sense to know the facts and options concerning the choice between regular salt and potassium salt.
Studies conducted by the NSF and University of Wisconsin in the 1970s on both anaerobic "septics" and aerobic style of Onsite Systems showed no deleterious effects of softener wastes. Subsequent Texas state legislation in 2001 requires all new and replacement water softeners draining to septics or aerobics (aka ATUs or Advanced Treatment Units) be of the DIR or Demand Initiated Regeneration style (Culligan's Aqua-Sensor or Meter) to maximize efficiency and minimize water and regenerant usage. In addition, softeners draining to the ATUs need to bypass the first, digestion portion of these systems, but may drain into the clearwell sections of same.
Regular water softener "salt" consists of sodium chloride, whereas "potassium" (also technically a "salt") consists of potassium chloride. Neither of these compounds have yet to be shown to be better or worse for Onsite systems. However, potassium, a well known plant nutrient, is better for plants and is recommended if the effluent from the softener (along with other treated waste) will directly feed plants or a lawn. This is an unusual setup, but some ATUs do indeed spray their effluent on lawn turf and this is likely the situation the plumber is referring to. Call us if you have more questions.
PORTABLE EXCHANGE (PE) TANKS
What is a portable exchange tank?
Portable Exchange tanks are water softeners in a very simple form. A connection is made to your water line where it enters the house and the tank, containing the exchange medium, is attached. The exhausted tank is then exchanged at the predetermined interval for a new tank.
How long do exchange tanks last?
These systems are designed and sized to last either 14 or 28 days as the customer chooses.. Every tank is tagged with the date it is delivered so there is never any question as to whether or not the tank in place is current. The tanks are designed to last 7, 14, 28 or 56 days. Depending on your water usage. On 20 grain water each tank will last about 2,250 gallons.
REVERSE OSMOSIS (RO)
How often do the filters need to be changed?
Approximately once every 12 to 18 months depending on the water quality and usage. This is for Culligan filters. Non Culligan filters are usually recommended to be changed every 3 to 6 months.
What about the “membrane”? How often does it need to be changed?
The membrane has a longer life because it is constantly being cleaned as water is pushed through it and the effluent (with contaminants) is sent to the drain. The RO membrane can last three to five years with regular filter changes and depending on incoming water quality. Some last 5-7 years. Most Non-Culligan membranes require changing every 1-2 years.
What should I do if a leak develops? 
First, locate the small shut-off valve on the cold water line under the sink.
Second, call Culligan service immediately. Closing this valve will prevent water from entering the RO system. You can then drain the system using the RO faucet. This should stop the leak. Service will schedule a day and time to fix the problem, or take care of it immediately if it is a serious leak.
WHAT TO DO IN CASE OF BOIL ORDER
A BOIL ORDER HAS BEEN ISSUED. CITIZENS SHOULD TAKE PRECAUTIONS TO PREVENT SICKNESS.
Drinking Water
1. Stop the regular use of water. Filtering and reverse osmosis systems do not sufficiently treat your water when a boil order in effect.
2. Consume only bottled or boiled water. To disinfect by boiling: bring water to a rolling boil for 3 minutes. Cool thoroughly. Use only bottled or boiled water for drinking (including juice, baby formula, coffee, tea and ice), food preparation and to brush your teeth.
- Store boiled water in the refrigerator to preserve its quality and taste.
- Cover your faucets with a cup or sign as a reminder not to use untreated water.
3. After the boil order is revoked and you flush your household pipes, change all filters (including those in your refrigerator and icemaker) and sanitize your water treatment systems according to directions provided to you upon purchasing your systems.
4. Call Culligan. Our people are specially trained to sanitize all treatment systems (Culligan equipment and other brands too).
Dishes and Food Surfaces (if contacted by untreated water)
5. Surfaces with which food comes in contact should be washed in a solution of one teaspoon of bleach per gallon of water. Allow surfaces to air dry.
6. Dishes may be washed in hot untreated water and dish detergent. Once dishes are washed, fully rinse and then treat the dishes by soaking for a minimum of two minutes in a solution of one teaspoon of bleach per gallon of water. Allow surfaces to air dry. Wash again once boil order is lifted.
- Mechanical dishwashers that have a chemical sanitizing rinse cycle should be satisfactory. Ensure the sanitizer is being injected during the final rinse.
7. Paper or disposable plastic plates and utensils are a safe alternative.
Bathing and Hand Washing
8. It is usually safe to bathe in untreated water. Keep an eye on children to make sure that they do not ingest the water. People with cuts or wounds should not bathe in untreated water without consulting a physician.
9. After washing your hands in untreated water, use an alcohol-based antiseptic wipe, apply a liquid hand sanitizer (available at most department/drug stores); or use a pre-mixed sanitizing solution of one teaspoon of bleach per gallon of water.
- Air dry or use a paper towel.
Pets
10. Although pets are not normally affected by the same diseases as humans, caution suggests giving pets pre-boiled or bottled water.
Laundry
11. It is safe to do laundry as usual.
Emergency Preparedness Kit
12. Be safe and ready. Prepare a kit of the following items to have on hand in case a boil order is issued in your community:
- Bottled water
- Paper or disposable plastic tableware, including gallon plastic bags that can be used for serving bowls, paper towels, and a container of unscented chlorine bleach.
What if someone drank the water already or accidentally ingests the water during a boil order?
There is nothing you can do about the exposure you have already received. If you become ill, contact your health care provider immediately. Follow the above recommendations about using your water until you are told the water is safe again.
About Culligan:
Culligan improves quality of life by purifying its most essential element: water. For over 70 years, Culligan has been in the water business, delivering the refreshing, clean and pure water that has become the brand's hallmark. Culligan specializes in bottled water, softeners and filtration systems for the home and office. For more information about Culligan and it's products visit www.CulliganSA.com.
