COMPLAINT: Jim and Carla Hurst, Brownsburg, Ind.

"Culligan Water Conditioning [in Indianapolis] came out to check our water and give us an estimate on a new system. They took a water sample to analyze and said it'd take one week [to get the results].

"We told them we were getting three estimates and that we'd make our decision by the end of the following week. By Thursday of that next week, no one had called nor had we received the analysis, so we went with another company.

"On Tuesday of the next week, they called to ask if we had received the results. We told him no and that we went with another company after we hadn't heard from them.

"This seemed to upset them, even though we had told them we were going to make a decision by the end of the previous week. They said they would check on the sample and get it to us.

"After four weeks, we called and left a voice mail telling them we wanted the results or our money back. We haven't heard a word from them."

DESIRED RESOLUTION: "We want our $159 back."

RESPONSE: Jeff Owens, general manager, Culligan Water Conditioning [Indianapolis]

"Our records indicate that the members' water analysis was mailed to their home address. We also received a copy at our facility. Upon receiving the notification from Angie's List, I offered to hand deliver the analysis to the members.

"They only want their money back, and they're not interested in receiving the analysis. We will give a refund as requested."

STATUS: Resolved

Editor's note: The Hursts informed Angie's List that they received the refund and consider the matter closed. However, the company remains excluded from keyword and category searches for failing to respond to another member's 2007 complaint, which resulted in a Penalty Box status.