Customer Care
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FAQ library
How do I update my Account Information (Addresses, Contact Information, Update Purchase Order, etc.?
Please click here to email us with the information you need to update. Please include your account number in your email.
How do I setup automatic or electronic payments?
Setting up automatic payment is easy. If you would like to set up automatic ACH or credit card payments, please contact customer service by calling 1-888-545-7873.
Where do I mail my payment?
Send a check by mail only:
Quench Canada, Inc.
PO Box 12225, Station A
Toronto, ON M5W 0K5
I signed up for electronic payments. When will my credit card be charged?
The credit card listed on your account will be charged on the 1st day of the month. If you are billed quarterly or annually, the credit card listed on your account will be charged on the 1st day of the 1st month of your billing cycle.
If you would like to change your billing information, the credit card that is being charged, please call 1-888-545-7873 to speak with a Customer Care Representative.
How do I request a copy of a current or previous invoice?
To request copies of invoices, please email us. Please be sure to provide your account number, the month and year of the requested invoice(s), and the email address where the invoice(s) should be sent.
Why is the balance on my first invoice different than what is on my contract?
Culligan Quench’s invoice cycle is once per month. As a result, your first invoice from Culligan Quench may include a stub period, which is an invoice for a partial month. Your first invoice may also contain one time charge for installation and setup, which will be listed as a “Installation Fee” on your invoice.
Why is there a past due balance on my invoice?
A past due balance is shown if a payment is late or has not been made. If you sent your payment later than your due date, your current invoice may have been generated before the payment posted to your account. If you still have questions about your balance, click here to email your question to a Customer Care Representative.
Can I update the unit locations listed on my invoice?
If the location of the unit on your invoice needs to be updated, please email us. The unit location will be updated on your next invoice.
My organization is tax exempt, why am I being charged for tax?
If you are being charged for tax and you should not be, please email us to update your tax exempt status on your account. Please include your account number in your email.
My business is closing or moving, do I need to notify Culligan Quench?
If your business is moving, Culligan Quench would be happy to relocate your cooler to your new facility. Click here to notify Culligan Quench by email.
If your business is closing, please call 1-888-545-7873 to speak with a Customer Care Representative.
What is my contract end date?
If you need to know your contract end date, please call 1-888-545-7873 to speak to a Customer Care Representative who will be able to provide your contract end date.
Where can I obtain a copy of my contract?
Please call 1-888-545-7873 to speak to a Customer Care Representative who will send you a copy of your contract.
I would like to upgrade/change my water coolers. Who should I speak to?
To discuss upgrading or changing equipment, please call 1-888-545-7873 to speak to a Customer Care Representative.
I would like to add or reduce the number of water coolers on my account. Who should I speak to?
If you need to discuss adding or removing a water cooler to your account, please call 1-888-545-7873 to speak with a Customer Care Representative.
Where can I obtain a copy of Culligan Quench’s Certificate of Insurance?
Culligan Quench would help you obtain a specific COI. It typically takes 2 – 4 business days to receive a COI once requested. Please click here to initiate a request.
I need Culligan Quench to fill out vendor registration, safety forms, vendor forms, etc.
Please email us with the required vendor forms for us to complete.
How often does Quench change my filters?
The frequency your filter(s) are changed is determined by the type of water cooler and filter(s) you are using. However, Quench will typically change your filter(s) once every 12 months.
Who can I speak to about moving my cooler to a different facility or to a different location within my facility?
If you need your cooler moved, Culligan Quench will send a trained technician to move your cooler properly. Additional fees may apply. Please email us with the details.
Why is my water cooler beeping?
Some Culligan Quench water coolers are equipped with leak detection. The leak detection may have detected moisture in the bottom of the water cooler. This is often caused by an overflowing drip tray, or excess condensation in the water cooler. Troubleshooting instructions are below:
- Unplug the water cooler
- Remove the drip tray and front panel
- Wipe the bottom of the cooler with a paper towel
- Let air dry for 30 minutes
- Plug the water cooler back in
If your water cooler is still beeping, please email us to request service.
My drip tray is overflowing or draining water, what should I do?
Drip trays on most Culligan Quench water coolers are not drains and may need to be emptied periodically.
My water cooler has slow flow when dispensing water or is not dispensing water at all, what should I do?
Please follow the steps below to troubleshoot your water cooler.
- Check to see if water will come out of your sink to ensure the water to the building has not been shut off.
- Check the water line (the tubing connected to the water cooler) to ensure the line is not pinched
- Check the ball valves (the valves along the water line) to ensure they are in the “on” position; the switch should be parallel to the water line.
- Try again to dispense water from the water cooler
If your water cooler is still not dispensing water, please email us to request service.
My water cooler is not cooling water, what should I do?
Please follow the steps below to troubleshoot your water cooler.
- Check the outlet to ensure your water cooler is plugged in, and make sure the outlet is working.
- If the water cooler is used by multiple people in succession, the cold water tank may not be filled with water at optimal temperature. Wait 15 – 20 minutes and check the cold water again.
If your water cooler still does not dispense cold water, please email us to request service.
My water cooler is not heating water, what should I do?
Please follow the steps below to troubleshoot your water cooler.
- Check the outlet to ensure your water cooler is plugged in, and make sure the outlet is working.
- If the water cooler is used by multiple people in succession, the hot water tank may not be filled with water at optimal temperature.
If your water cooler still does not dispenser hot water, please email us to request service.
There are black specs in my water, do I need to be worried?
No, you do not need to be worried. At times, activated carbon residue from the filter may appear in your water. To resolve, please flush your filters by filling and discarding a gallon of water.
If there are still specs in your water, please email us to request service.
My water has an off taste, what should I do?
Please follow the steps below to flush your filter(s). If your water still has an off taste, please email us to request service.
- Check the outlet and make sure your cooler is plugged in, and make sure the outlet is working.
- Flush the filters by filling and discarding a gallon of water from your cooler.
How are bottleless water dispensers installed?
Typically, installing a Culligan Quench water system is as easy as installing a coffeemaker or ice maker. Our certified, insured, and highly-trained service professionals install coolers with virtually no disruption to your facility – typically in less than an hour. Please click here to watch our short video on how our water coolers are installed.
I have well water, can Culligan Quench purify my drinking water?
Water with TDS of 400 ppm (parts per million) often has a detectable “off” odor or taste. Culligan Quench recommends reverse osmosis filtration for customers who rely on well water or have tap water with TDS levels of 400 ppm or higher.
Please call 1-888-545-7873 to speak with a Culligan Quench Water Expert who will answer any of your questions.
Will a Culligan Quench filtered water cooler remove fluoride from my water?
Culligan Quench’s standard carbon filtration does not remove fluoride from tap water. However, reverse osmosis filtration does remove fluoride, and is optional on most Culligan Quench water coolers. The choice is yours!
If you have more questions about removing fluoride from your water, please call 1-888-545-7873 to speak with a Culligan Quench Water Expert.
My municipal water service has issued a “boil advisory.” Can I still use my Culligan Quench machine?
A boil advisory or alert is often issued when levels of microbial contaminants in the main water supply are at unsafe levels. You should stop using your Culligan Quench machine for the period of the boil alert. Please shut off water to the machine by turning the valve to the OFF position and unplugging the machine from the electrical outlet.
Follow all instructions issued by your province or local authorities. When the boil advisory has been lifted, Culligan Quench will service your machine, including sanitizing the tanks and replacing the filter, to ensure that the unit has not been affected by microbial contamination.
Will switching to Culligan Quench increase our water and electric bills?
Municipal water is typically only 20 gallons per penny. It’s by far your least expensive utility. Adding filtered coolers usually will not change your water bill by more than 25 cents TOTAL per month, or less than $3.00 for the entire year! The electrical usage is equivalent to energy usage of bottled water coolers, which is approximately $3.50/month.
My municipal water service has issued a "boil advisory." Can I still use my Culligan Quench machine?
A boil advisory or alert is often issued when levels of microbial contaminants in the main water supply are at unsafe levels. You should stop using your Culligan Quench machine for the period of the boil alert. Please shut off water to the machine by turning the valve to the OFF position and unplugging the machine from the electrical outlet.
Follow all instructions issued by your province or local authorities. When the boil advisory has been lifted, Culligan Quench will service your machine, including sanitizing the tanks and replacing the filter, to ensure that the unit has not been affected by microbial contamination.
Will I be exposed to unsafe levels of mercury from the UV light bulbs used in UV sanitization?
No, Culligan Quench takes the proper precautions to prevent any exposure to mercury. While UV light bulbs do contain low levels of mercury vapor, the mercury vapor is isolated from exposure by a lamp envelope and a lamp sleeve and is not released while the bulb is in use. The energy from the UV light interacts with the mercury vapor to kill germs, bacteria, and viruses. The only possible exposure to the mercury vapor would be when the lamp envelope and lamp sleeve are broken. To prevent the UV light bulbs from breaking, our service technicians replace the UV light bulbs once a year during the preventative maintenance routine.
Will a Culligan Quench filtered water cooler remove fluoride from my water?
Culligan Quench’s standard advanced carbon filtration does not remove fluoride from tap water. However, reverse osmosis filtration does remove fluoride, and is optional on most Culligan Quench water coolers. The choice is yours!
Will switching to Culligan Quench increase our water and electric bills?
Municipal water is typically only 20 gallons per penny. It’s by far your least expensive utility. Adding filtered coolers usually will not change your water bill by more than 25 cents TOTAL per month or less than $3.00 for the entire year! The electrical usage is equivalent to energy usage of bottled water coolers, which is approximately $3.50/month.
What is Reverse Osmosis?
Reverse Osmosis (R/O) is a water purification technology that removes dissolved solids from drinking water. Dissolved solids are small organic and inorganic particles that are suspended in water. Dissolved solids vary by location, but include chemicals like salts, calcium and phosphates. Water with high total dissolved solids (TDS) levels often appear cloudy and can have “off” odors. Quench recommends reverse osmosis filtration for customers who rely on well water or have tap water with TDS levels of 400 ppm or higher. R/O technology is standard on the Quench 800 and Quench 940, and optional on all other coolers. All R/O-equipped water coolers require a drain line.
If you would like to learn more about R/O technology, please read our R/O Information Sheet.
What are my payment options?
Culligan Quench makes every aspect of supplying your office with fresh water as easy as possible. This includes offering ACH or electronic payments so that you can set up payment and forget it.
Is Culligan Quench really that much better than bottled water?
Absolutely. The cost, convenience, and environmental savings are substantial and grow exponentially over time. And Culligan Quench uses state-of-the-art technologies, such as UV sanitization, 5-stage carbon filtration, and reverse osmosis, to ensure that Culligan Quench filtered water coolers provide the cleanest, healthiest, best tasting water available.
Is Culligan Quench really a green office water solution?
You bet. Traditional water delivery services rely on 5-gallon plastic jugs. In just one year, the manufacturing of those plastic jugs, the process of bottling the water, and then trucking it to you
- Uses 140 million kilowatt hours of electricity
- Burns 6 million gallons of fuel
- Dumps 70 million pounds of plastic waste into landfills
- Wastes million of gallons of water
Culligan Quench filtered water coolers, on the other hand, have a positive impact. Replacing just one traditional 5-gallon jug cooler is the greenhouse gas equivalent of planting up to 120 trees each year.
How do I know what the cost savings will be?
Culligan Quench is much less expensive than traditional bottled systems. Consider the costs of managing your bottled water inventory. It adds up fast, especially if you have multiple bottled water units. To get some hard numbers, try our cost calculator. If you’d like more detail, please contact a sales representative for a free quote.
How are bottleless water dispensers installed?
Typically, installing a Culligan Quench water system is as easy as installing a coffeemaker or ice maker. Our certified, insured and highly-trained service professionals install coolers with virtually no disruption to your facility – typically in less than an hour.
Can a Culligan Quench water system be installed in a spot that isn’t adjacent to a water source?
Almost every building has a water source that can be tapped for a Culligan Quench water system. It does not have to be adjacent to the cooler location. Culligan Quench coolers can be installed where ever there is water within 200 feet.
