Had my water softener annual service today and Nathan was excellent. He tested the whole system and found an issue during the checks. He explained everything clearly, ordered the parts needed, and boo... See more
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Review summary
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My water softener has never really worked as it should from new. I have had to call an engineer in several times to fix it and still it never worked as it should. However after taking out a service... See more
Had my compact water softener serviced today. The engineer did a great job & informed me of some issues related to the inital set up. All was rectified quickly & effieciently. The engineer was ver... See more
From the time this service call was booked the whole undertaking was carried out superbly. From being informed he was on his way and advising what time he would arrive, the engineer was a pleasure... See more
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Company details
Written by the company
Kinetico is a world-leading manufacturer of high quality domestic and commercial water softeners. We invented the non-electric, twin tank water softener and continue to lead the world today. Our water treatment units have been installed at Buckingham Palace, Savoy hotel, NHS hospitals, Thames Water as well as thousands of homes around the country.
Contact info
Bridge House, Chandlers Way, Park Gate Business Centre,, SO31 1FQ, Southampton, United Kingdom
- 0800 056 8686
- info@kinetico.co.uk
- kinetico.co.uk
4.6
Excellent
393 reviews
Replied to 33% of negative reviews
Typically replies within 48 hours
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Got helpful advice
Bought a kinetico water softener system from Costco but was having problem with it, so contacted kinetico. They asked for photos which I could send via a WhatsApp number and from these they were able to advise on what I had done wrong during the setup. I followed their recommendation and the problem I was experiencing is not happening any more.
October 23, 2024
Reply from Kinetico Water Softeners
Good afternoon Evita,
Thank you for taking the time to leave these kind words. We are pleased to hear that our team were able to assist and you are no longer experiencing this issue. Please do let us know if we can ever be of any further assistance.
Kind Regards,
Kinetico UK
By Pass and Inlet/Outlet Valve Settings
Started off well but when confronted with pictures that they couldn't deal with they ended up guessing and dismissing the valves in question as not supplied by Kinetico (installed by an approved supplier). Not what I was hoping for.
November 7, 2024
Reply from Kinetico Water Softeners
Good morning Philip,
Thank you for this feedback. The bypass valves in the photos you provided were not ones supplied nor manufactured by Kinetico so it would be irresponsible of us to advise on equipment we have no information on. I am sorry you did not receive the response you were hoping for and I hope you have found a solution to your query.
Kind Regards,
Kinetico UK
Super quick reply to email directing me…
Super quick reply to email directing me to the correct department and number to order replacement hose for my Kinetico water softner quick and easy transaction highly recommended.
November 1, 2024
Reply from Kinetico Water Softeners
Good afternoon David,
Thank you for taking to time to leave this very kind review. We are so pleased you found our team helpful.
Kind Regards,
Kinetico UK
terrible service
We had an engineer coming every year for 5 years to change the filters in the RO system and not once did he say that according to the latest update of WHO, RO water is not safe to drink.
Customer service is terrible. They do not respond to emails for months or completely ignore requests.
We ended up calling our plumber and he just removed the Kinetico filters and put a standard carbon filter for us.
October 1, 2024
Unprompted review
Reply from Kinetico Water Softeners
Good afternoon Oksana,
Thank you for taking the time to leave this feedback. We have requested some further information from you, it would be very helpful if you could please provide this. We are unable to find any emails from you or record of an engineers attendance at the moment so if you could please provide this information we can investigate this for you. Thank you and we look forward to your reply.
Kind Regards,
Kinetico UK
Bought out smaller companies without…
Bought out smaller companies without initally notifying customers when the delivery service changed, then moved to a non personalised delivery who dont follow notes and treat it like an amazon delivery and throw it at the door. The weight of the deliveries mean that this is completly irresponsible of the delivery service. I did complain at the time and was told it would be amended and it has happened again I am going through the complaint service again but i doubt it will change. Just be aware they are a larger company whos focus will envitably on profit
October 23, 2024
Unprompted review
Reply from Kinetico Water Softeners
Good afternoon Anthony,
We appreciate you taking the time to leave this feedback. We use various delivery companies to deliver our products and we endeavour to choose companies that provide a high level of customer service so I am very sorry to hear that you were disappointed in the service you received. We are always happy to raise any complaints with the delivery company on your behalf as well as log all cases so that we can make informed decisions about which companies we use in the future. I do hope that this has now been resolved but if there is anything further we can do to assist please do give us a call on 01489566974.
Kind Regards,
Kinetico Aquacare
Reply from Kinetico Water Softeners
Good afternoon Emil,
Thank you for taking the time to leave this kind review. We are so pleased that you found our service helpful.
Kind regards,
Kinetico UK
Support is terrible
Support is terrible.
Bought the water softer. Had it installed but did not work. Customer support is only 3 people and they only communicate via whatsapp.
Had to get an engineer out who found the fault. Float valve cover not seated right ( this is a whole unit with the softer). Got charged £150 call out to repair a part that was supplied. They claimed the plumber failed to install correctly. I know the plumber and the unit was not faulty. No debate. pay the fee or loose your warranty.
October 14, 2024
Unprompted review
Reply from Kinetico Water Softeners
Good afternoon Nigel,
Thank you for taking the time to leave this feedback. Our Customer Support team are available via Whatsapp, Email and over the phone. Our team did run through troubleshooting with you via Whatsapp where you were advised of the installation faults. They then arranged an engineers visit for you at your request, after you agreed to the terms of the visit. After our engineer attended and rectified the installation faults, whilst you were on the telephone with a member of our Customer Support team, you were advised that if the agreed upon payment is not made we will no longer be able to offer support for the unit.
Kind regards,
Kinetico UK
By-pass system
Your customer service team replied to me promptly and were so helpful in answering my question. I really appreciate their help especially as it was about some new boiler quotes I'd been getting rather than a kinetico product and helped me sort the 'wheat from the chaff' when deciding on which quote to go with.
October 15, 2024
Reply from Kinetico Water Softeners
Good afternoon,
Thank you for sharing these kind words. We are so glad that you found our team helpful.
Kind regards,
Kinetico UK
Replacement Water softener
I was more than satisfied with the timing and work that was carried out.
Date and time was agreed and carried out.
Only one issue for me was that I had to ask for a receipt of payment.
September 26, 2024
Reply from Kinetico Water Softeners
Good morning Peter,
Thank you very much for your feedback. We are pleased to hear that you are satisfied with the work that was done.
Kind regards,
Kinetico UK
***********
September 27, 2024
Reply from Kinetico Water Softeners
Good morning,
Thank you for taking the time to leave this review. Please do let us know if we can ever be of any further assistance.
Kind regards,
Kinetico UK
Reply from Kinetico Water Softeners
Good morning Diana,
Thank you for leaving this kind review. We are so pleased that you found the team helpful, please do let us know if you need any further assistance in the future.
Kind Regards,
Kinetico UK
You responded very promptly to my query…
You responded very promptly to my query and were able to supply a clear answer.
(Shame another part of the organisation hadn't let me know of the delay and made it clear within my account what was happening)
I hope that your delivery promise is fulfilled!
September 30, 2024
Reply from Kinetico Water Softeners
Good morning Paul,
We appreciate you taking the time to leave this feedback. We are so glad the team were able to assist and apologise that communication wasn't clear during your first interaction. Please let us know if we can be of any further assistance.
Kind Regards,
Kinetico UK
I’m surprised they don’t offer a…
I’m surprised they don’t offer a refurbishment service which I’ve found at the Dorset Water Company. Seems only interested in more expensive options
September 20, 2024
Reply from Kinetico Water Softeners
Good morning Peter,
Thank you so much for this review. We are very happy to hear our customer service team were able to assist you.
Kind Regards,
Kinetico UK
Reply from Kinetico Water Softeners
Good morning Ian,
We are so pleased to hear that our team were able to assist you. Thank you for taking the time to leave these kind words.
Kind Regards,
Kinetico UK
Fast resolution for a broken component
Fast resolution on a part that had broken. The Kinetico distributor didn’t deal with the issue very well but one email to Kinetico direct and the issue was solved immediately!
September 24, 2024
Reply from Kinetico Water Softeners
Good morning David,
Thank you very much for leaving this review. We are so glad that our team was able to assist promptly. Please do not hesitate to reach out should you need any assistance in the future.
Kind Regards,
Kinetico UK
Great Service
I ordered the wrong salt on the website and didn't realise until the following day. I called Kinetico and they quickly and easily swapped out my order for the correct salt.
September 20, 2024
Reply from Kinetico Water Softeners
Good morning,
Thank you for taking the time to leave this review! We are so pleased to hear your lovely comments.
Kind Regards,
Kinetico UK
My telephone call was handled very…
My telephone call was handled very politely and efficiently.
September 19, 2024
Reply from Kinetico Water Softeners
Good morning,
Thank you for taking the time to leave this review for our team. We are so pleased that we were able to help, please do let us know if we can be of any further assistance.
Kind Regards,
Kinetico UK
Bright and extremely knowledgeable…
Bright and extremely knowledgeable helped us to sort the problem
September 19, 2024
Reply from Kinetico Water Softeners
Good morning,
We are glad that you found our customer support team helpful. Many thanks for taking the time to leave this kind review.
Kind Regards,
Kinetico UK
Very pleasant and efficient lady.
Very pleasant and efficient lady on the phone. She reassured me that my machine is not faulty.
September 17, 2024
Reply from Kinetico Water Softeners
Good morning,
We are so pleased to hear you found our customer support team helpful. Thank you for taking the time to leave this feedback.
Kind Regards,
Kinetico UK
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