Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When we had an offer on our home, the home inspector found a leak under our island that had mold coming from the reverse osmosis faucet. Previous to this, we had 2 Kinetico repair technicians come to our house when we noticed a leak. The first time the technician came out, he couldn't find anything and blamed the dishwasher. The second time the same technician came out he said he found a leak and installed a missing washer in the faucet. The day after the home inspector found the leak, a third call to Kinetico was place and a more experienced technician came. He identified the faucet as the cause of the leak. He took it to their office in ******** and tested it and it proved faulty. They then sent it to corporate Kinetico. We were told to keep all receipts and submit to corporate Kinetico. Because the home sale would not go through without a clean bill of health, and because if we stayed in the home we couldn't live in a home with mold, we paid for remediation and for our island to be torn apart and rebuilt. We submitted the receipts and request for reimbursement over 7 months ago. We have had to constantly contact the Kinetico representative for updates. Now *********************, Claims Associate, just isn't responding. She is saying that their vendor who provided the faucet is liable. We didn't buy from a vendor who made a faucet. We bought from Kinetico. We bought from Kinetico for 2 reasons. First because of reputation, which now we doubt. Second because, after doing exhaustive research, we decided they had the best water system out there. All we are asking for is reimbursement of our expenses, nothing more.

  

  Business Response

  Date: 05/15/2024

  We settled the ******* claim for $6488.39 back in August.   Their check was mailed to them on 8-4-23.  ******************* confirmed via e-mail that $6488.39 was the total of their damages.
  
  I checked with  Kinetico AP and the check was cashed on 8/9/23. 

  Customer Answer

  Date: 05/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. It took a while but we are happy with their resolution to the matter and would happily buy another water system from them again
  
  Regards,
  
  ***********************