Kinetico Water Softeners Reviews 383

I would like to thank and recognise the excellent service provided today by your engineer, Nathan, who repaired the Premier RO unit at my home. He was polite, friendly, and highly professional throughout, kept everything tidy, communicated clearly, and ensured the repair was completed perfectly.

Nathan is a real credit to Kinetico and a great ambassador for your company, and I felt it was important to acknowledge the great work he did today.

I cannot fault the service Nathan provided. However, my only concern relates to Kinetico’s overall service capacity. I had to wait several weeks for the repair appointment, which, from a customer perspective, suggests that while the business appears to be growing rapidly, the service organisation may not be scaling at the same pace. Waiting this long for an appointment does not offer the best customer experience, and I would encourage Kinetico to review and expand its field service resources accordingly

What a great service! From initial contact to fitting our new softener, the whole process ran like a swiss watch. The service engineer was a delight of professional courtesy and thorough, in-depth knowledge explaining all the future support, afforded by the company: all this for a very competitive price. The whole experience was so smooth. Well done Kinetico and many thanks.
PS, our hard Essex water is now like silk.

Very quick response to my email inquiry! However, I was disapointed that the product that I needed was not available on their website. It meant I had to place my order by phone and was required to provide my card details over the phone (something that I don't like to do as it is not secure).

Wasn’t convinced my water softener was working after the plumber had installed it so I phoned Kinetico for support. Amy in customer services guided me carefully through how to regenerate the system and then followed it up with an email containing the instruction manual. Delighted the water softener now appears to be working and looks like my water is becoming softer. Great support!

We have a K5 drinking system that is due to be cleaned and have its filters replaced. Tried to buy the only cleaning tablets you're meant to use with it, directly from Kinetico - along with £200 of replacement filters. But they refuse to sell them to customers.

The companies that fit these things charge £450 to clean it (which I did myself 2 years ago). Given the filters are £200 every two years and it's £450 to get the system sanitised, that makes the K5 a disposable item. Absolutely shocking business practices. It's a small chlorine tablet that you break up and flush through to clean the machine and the tank.

Time to find a better option if this is Kinetico's idea of a decent product and good customer service.

I've been using Kinetico softeners for over 35years without any issues. Decided to buy a new one for our new home. My plumber installed it but the machine was faulty. Contacted Kinetico as parts were under their warranty. I would have given fewer stars as we had to wait over a month to get the job booked in but 5 stars for service engineer Matt - he was sent out on the 2nd visit and he was very well mannered, honest, tidy and went above and beyond, working till late to finish the job and leave us with a fully working softener including repositioning the overflow. Staff as dedicated as Matt are quite rare in my experience. Our softener needed a 'level 6' part replacement which I understand is very unusual - I am quite technical and I could see it was a tricky job as the part replacement didn't just work straight away and Matt had to strip and reassemble the machine 3 times before everything worked properly. Kinetico receptionists were also very polite and helpful as was the service engineer, Adrian who came on 1st visit.

This rating may change, but currently very concerned about my systems. As we’ve had Kinetico water softener and water filtration system RO for drinking in our previous home, my experience was excellent.
In our current house we upgraded to a “newer” and “better” system.

I wasn’t convinced my new kinetico softener premiere plus and premiere filtration system were working effectively and had tests done.

The tests revealed neither the water softener nor the water filtration systems were working. Not just inadequately but closer to the levels as before the kinetico appliance were purchased and installed.

I am waiting to hear back from the company to see if it can be resolved with a recalibration. Mind you these were installed about a month ago.

Will keep you updated.

Our replacement water softener was fitted by Jake, and was completed in a considered, thoughtful way. My mother in law has terminal cancer, and the way he worked put her needs and care first, making her feel at ease. Jake communicated what he was doing to both of us at relevant stages, and was incredibly professional throughout. His planning of the work in an incredibly tight space under the sink (due to a new kitchen) was exceptional, and he even showed me how the system would work when completed. Nothing was too much trouble, and he belies his 20 years of age with a maturity way beyond that. Overall, he is a huge credit to a company that clearly puts the needs of its customers first and foremost. Thank you for such excellent service.

Easy to talk to the agent and got the information I requested.

Exemplary business.
Phoebe on the service reception is a total star. Quick, efficient and most important kept promises!
Also had my first service. Again could not have asked for better, Joe was excellent in all aspects. Both Phoebe and Joe are a credit to the business, one very happy customer!

Water Softener arrived upside-down, packaging half-open and soaked. Not surprising then that bits fall off (including display and circuit board) as soon as I turn it round and remove the packaging because the thing isn't meant to stand on its head, is it?! Now having to wait for a replacement and book the plumber for another day. Great.

Update: Very helpful customer service, got the defective unit collected and new device delivered within 2 days.

Loved the water softener but sadly it wasn’t the right one for my home so i hade to return it and the whole process could not have been simpler, very efficient service throughout,

Fantastic customer service as well as great value products. I had to contact customer support and the responses were quick and resolved my queries.

Disgusting company who leave you feeling robbed. They signed me up to a maintenance plan without asking any questions about our water softener machine other than knowing that it’s Kinetico branded.
Waited 4 weeks until someone was available to service it, only for a rude young man to arrive and inform me that the machine is too old to service and that I have to pay £70 for the callout fee. He also informed me that he’s instructed to not leave people’s homes until they pay up, which I believe is intimidating to say to a young woman home alone.
Once I’d paid, he then sat on the landing typing copious notes onto his ipad about the visit whilst I stood there, clearly wanting him to leave.
Avoid at all costs.

All queries answered promptly and very friendly staff.

I chose the eKube electronic water softener based on a recommendation from a neighbour. The water softener was delivered within a week. Now installed, it is meeting expectations and we have softened water - great in the hard water area that we live in. The packaging included the plumbing parts needed for installation, which was a great help.
I did have occasion to call Kinetico customer services for assistance with a part and I must say that the service that I received was excellent - I couldn't have asked for a better response.
Well done Kinetico!

Outstanding customer service.
Sometimes when you get in trouble suddenly, Ellie Newton always will try her best to help which is a valuable asset for Kinetco

First rate service from Amy in Kinetico’s customer service team. We bought a new water softner unit from Costco which had developed a fault after a couple of weeks. Amy was great on the phone, quickly identifying a possible cause and arranging for a Kinetico engineer to visit within days of our call. Laurie was very efficient and professional. He replaced the faulty parts and all was good within an hour or two. Kinetico demonstrated excellent after-sale support and we were highly impressed with their friendly approach and efficient technical skills.

Super friendly and quick with the correct response. Thanks a million.

I have used various Kinetico products for over 15 years with no issues. I recently wanted to order a new upgraded tap for my existing water filter but wasn't sure it would fit correctly, due to various restrictions with my worktop/sink. I could have ordered from a 3rd party but decided to go direct to Kinetico who have been excellent in the past, it was definitely the right choice! Kinetico were super helpful with advice and information. As a result the tap fitted and works perfectly. Truly above and beyond service.