Kinetico Water Softeners Reviews 393

As a consultant engineer I have specefied Kinetico water softners to my clients and have one myself. When it developed a fault and I needed a new part the customer service team dealt with it so well It reafirmed my belief that this is the best product I can recommend.

Amazing customer support when I had an issue with my replacement cartridge. The sales team quickly responded and provided a replacement. They helped me get it working again very quickly.

Concise instructions from friendly operator.

After almost 5 years of running, our Kube developed a fault. After booking an engineer, the issue was resolved. The engineer was very professional, and he explained the issue. After fixing it, he ensured the device was working fine by carrying out several test cycles. I am very happy with the service provided by Kinetico.

Had a couple of extra bits required and Kirsten Foy was brilliant at getting to us asap.

Very helpful & understanding. Faultless service, so much appreciated.

Registration of new water softener by phone was very easy thanks to most of the data being already available online to the charming lady who spoke with me.

I purchased a Kinetico block salt softener and had It installed by an accredited Kinetico installer, Advance Water Softeners Southampton. After several months of ordering a lot of salt on a regular basis, it felt like a salt selling scam. It turned out that the softener was faulty on installation. Well possible, this is according to the installer. Kinetico serviced the softener and said it wasn’t set up properly. Kinetico also told me my warranty wasn’t registered (even though they had all my details on their system). It is now ‘repaired’. However it would have been a much better investment to replace my boiler (and cheaper) . At the earliest opportunity I will go back to an ecowater softener. This has been too expensive and too much hassle.

Kinetico, you have not requested any further info. (or responded to the existing email trail)

Kinetico had recently acquired our local company Genus Watersofteners and we received a letter offering a special half price introductory Health Check Service.
Communications were very helpful and obliging.
To the best of our knowledge the Genus water softener unit had been working perfectly with annual servicing and no problems.
Kieran arrived and within 30 minutes determined that following a water test the "unit was not producing soft water because the resin had declined"
I asked if the resin tank could be refilled but was told no it couldn't. I read elsewhere that this can be done but then I assume it depends on the model.
Suffice to say that within the next 30 minutes after Kieran had gone I received a quote £1,695.00 for a new replacement unit.
I also did a water test from the same tap as Kieran with a professional kit and my result was a 'pink to blue' proof of softness with just 2 tablets.
Needless to say I did not proceed with a new unit and must warn anyone (especially pensioners) to get a second opinion from a professional plumber before paying a small fortune for something they may not need.
As mentioned earlier, our initial contact with Kinetico was a friendly and obliging conversation with the sales office.
Our experience was not to our satisfaction on this occasion and therefore I stand by my original suggestion of obtaining a second opinion as you would with any purchase of great cost.
However, I now acknowledge that customer service is of great importance to the company and I am grateful for the efforts they made to follow up and apologise and try to rectify the situation.
They offered to replace the resin tank for free but were honest in explaining that the unit does not always return to the original working order once it has been dismantled.
Honesty is the best practice.

Further to my review below you have asked for extra information which has been sent to Kien Bainbridge by email. The softener was purchased and installed May 2022. Replaced by your engineer Laurie in Feb 2023. Following continued breakdowns your engineer Michael Lowes attended 14/03/24. Machine continues to breakdown on a very regular basis rendering it unfit for purpose as it is a water softener that simply does not soften water.

Revised review thankfully Nyall sorted this out very quickly once he was made aware.

Issues with stock coming from US, buyer beware. Prices have gone up service gone down.
I placed an order with before Christmas, but unfortunately, my delivery has not arrived, and I have not received any tracking information. Customer service has been poor, with no clear communication or updates provided.

Placed on hold for 30 mins. No one knows what’s happening.

Extremely poor quality water softener, only had a for 6 months and stop working, called customer service today and they refused to do anything and say it is not under warranty because I regenerated the unit and let the salt run empty? If that’s going to break the unit I think no one should buy this unit , be aware !!!

I called Kinetico and spoke to Niall Brissett as I had a leak from one of the hoses on the Water Softner which has suddenly stopped working despite paying for a full service only a few months ago.

Niall went out of his way to do all he could by first referring to his Manager and then another Engineer Manager making sure I was not kept waiting on hold and promising to call back as soon as he had spoken to Engineer Manager. Within a minute Niall called me back and agreed the Water Softner should not be faulty after a recent service and that he would arrange a call out as soon as he could. He explained they were going through a busy period with just two engineers servicing my area which meant I would have to wait 2 weeks, although he would make everyone in the Company aware to immediately rearrange to a closer date should a cancellation come through. I was very impressed with the service Niall provided and rather than fobbing me off on the phone he took the time to refer to senior management to explain my situation fully. Hopefully, Kinetico will do the right thing and fix the problem without any charges, having only recently carried out a service.

I made an enquiry when my Quooker tap was malfunctioning and my call was answered by Ellie. She was so helpful and arranged a call out by Archie to come in a matter of days. Archie arrived promptly and quickly resolved the problem. Superb service and a really friendly team. Can highly recommend.

Very quick reply and fully understand the problem, now trying out second cartridge to see if drinking quality of water improves

I got in touch with Kinetico to ask for details of a local company which could help me with maintenance of a water softener in my father's bungalow after my Dad recently passed away.
Kinetico replied straightaway with really useful contact details.

I was able to get through to a customer service team very quickly. she was polite courteous and helpful. she transfer me to the department and a member of that team was able to help me.