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:07/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I have called this company multiple times, before and after our labor warranty expired. They say they have no record of me calling just cancelling appointments which is false. They only ever called to ask if we needed salt. When I called I was always passed around from person to person or told to call different numbers. Our issue is that their equipment that we have not touched other than filling the salt is and has been leaking water in our garage for over a year and has leaked outside the side of the house as well washing away our sod that is now dirt. We spent thousands of dollars from our savings for their water system, promised by the salesman that if we had any issues they would be handled smoothly and free of charge as we have lifetime warranty, and if we had issues theyd be able to pick up the equipment and we would not have to pay more on the equipment. We decided to use our savings to pay in full so we were not charged interest. Now that we have issues, they have never resolved them throughout the time Ive been reaching out to get their assistance and now Im being told our warranty is up, there is no verifiable proof the issue is their fault so there is nothing they can do unless we pay them more money to come out and diagnose it for $130 or get a service person to come for $225 and an additional $80 every 30minutes. We have not done anything to the system except fill with salt as told originally that that needed to be done every 6 months or so. We cannot afford to get a lawyer involved but I feel it may need to be done. We wish we would have just paid them payments instead of in full as weve had issues with even just getting in touch with them.

  

  Business Response

  Date: 07/10/2025

  Dear BBB, 

  We have addressed the following complaint with our dealer in *******, who we understand spoke with the customer on July 8th. The dealer has offered to inspect and service the equipment, as needed, at no charge. It appears the customer declined their offer, so we are at an impasse. We ask that the customer please allow the ****************** dealer to service the equipment and properly address their concerns. In addition, we would like to add that the RainSoft equipment has a limited lifetime warranty which can be found in their owners manual(s). 

  Kind Regards. 

  RainSoft Customer Service

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We purchased our Rain Soft whole house water softener system about 4-5 years ago. I has never worked properly. Last year a representative out of ************ came and said the way it was, that it wasn't ever going to work. It worked temporarily but months later stopped working again. I called **************** and they gave me the name of the Dealer in ************, after approximately 2 week after myself and my husband calling and leaving messages someone called me back. When they called they requested that I send pics of our softener and I did, never heard back from them for about 2 weeks when I called **************** again, once again they told me to call the number I already had. So I did, a few days later I get a text stating "we will be in touch when we are in your area". Well needless to say that could be months, years even decades. I called customer service back again and only told me to just call a licensed plumber. That is not what we signed up for when we purchased this system. I have emailed Rain Soft main head quarters two different time, no response.

  

  Business Response

  Date: 07/07/2025

  Dear BBB,

  We apologize for the difficulties the following customer has experienced with their ****************** system and with scheduling service. We have reached out to the local RainSoft dealer who has made arrangements to be at the customer's home tomorrow, 7/08, to service and address any issues with the water treatment equipment. 

  Kind Regards. 

  RainSoft Customer Service

• Initial Complaint

  Date:06/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

   
  Complaint: 23529518
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******** error, y lo incompleto de su trabajo, por parte de la compaia de Rain Soft; Ahora slo queremos cancelar, ya no queremos mas intervencion, es molesto!Y no tenemos el tiempo, queremos que quiten el sistema, pero al tratar de hablar con una manager encargada de estos asuntos, solo me decian que estaba ocupada, que no hablaba espaol que me devolverian la llamada, no me regr***b an la llamada como me decian, las personas que atendian el telfono, y as estuve esperando por ***** final mente pude hablar con la manager, y su respuesta fue que ya era nuestro problema, y no el de ellos, por el hecho de nosotros haber firmado, y que si iba a cancelar Rain Soft nos conbraria lo que instalaron y Gastos que hicieron en eso, lo cual es in justo! No podemos pagar algo que no utilizaremos, Rain Soft, y todo por su mala atencion hacia sus clientes, porque sobre esto de la instalacin, fuimos claros desde un principio.

  

  Business Response

  Date: 07/02/2025

  Dear BBB, 

  We made our distributor, Lifetime Solutions located in **********, aware of the complaint filed with your office and received the following response:

  We have been trying to work with this customer,and here is a short breakdown of events:
  Sold: 4/19/25 (All contract pages were signed properly)
  Installed: 4/21/25 (All completion forms and install paperwork were signed)
  City inspection scheduled for: 6/17/25
  City inspector requested we insulate the pipes inside of the garage
  Attempted to schedule a quality control visit on the following dates to double check the installation and programming while adding the insulation:
  6/18/25
  6/19/25
  6/24/25
  6/26/25
  The customer continuously refused, saying she wants to cancel because she claims we did not do a good job. We offered to provide her with the unrecoverable costs for her but she refused.
  
  We offer a 1 year warranty on the installation and service and are prepared to come out as many times as it takes to make sure the installation is correct and the system is working properly as manufactured.We also tried to explain that we've only ever had one technician there on the day of installation and no other reports of issues from the family outside the one portion of the insulation requested by the inspector.

  Thank you. 

  RainSoft Customer Service

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We purchased our system less than 5yrs ago. we have had nothing but problems EVERY SINGLE YEAR! Salesman was in our home for 2 1/2 hours promising us that we would not have any bad smells, etc. Ive told the repair person that our laundry still doesnt look bright our bathtubs STILL have orange stuff and toilets look slimy! No remedies! They Only warranty some of the parts we bought for 90 days ! PLUS A $350 Labor charge! The salesman bullied us to believe due to our having a well, we NEEDED RAINSOFT to handle this Size of home without mildew stains better smelling clothes softer skin etc.. TRUTH: STLL HAVE smelly clothes, not white clothes, AND sediment coming into our home!! Repair guy was literally out here this past Tuesday March 11, 2025 for Grey/black water AGAIN!! Should be coming today March 17!! Now assuming the resin must be breaking down without examine it first . I had that repair done in 2023 !! . This company is a sham!! . I have spent so much money maintaining this piece of c*** system !!! The enormous amts of money we have to spend on salt AND chlorine every single month !!!! $10,000 for a system, but yet we have paid so much more for this. We have literally been scammed. Its outrageous. I will not stand for this deception we were given at the time of sale. Its totally disgusting how they said this was such a carefree maintenance system, and that we would be thanking him for buying this.! Very far from a virtually maintenance free carefree system!! There hasnt been an entire year where we have not had to pay for something big. Rainsoft lied to us ! THEY NEVER explained we would have to put THIS MUCH CHLORINE AND SALT EVERY WEEK!!! .. their so-called knowledgeable salesman came here acting like he knew everything about our soil, telling us we would be stupid not to get Rainsoft! We were also told repairs would be within 1-2 days! It takes 5 business days! We have been ripped off for $10,000 plus repairs chlorine and salt !!

  

  Business Response

  Date: 03/26/2025

  Dear BBB, 

  We have been in touch with the RainSoft dealer in ************, ******* and received the following information. It appears the softener resin and carbon filter media needed replacing due to heavy iron buildup. According to the dealer, the problem was resolved on 3/17/2025. Due to the customer's large family and high water consumption, they are going to suggest to the customer to get service done by-annually. The dealer will do their best to work with the customer on the cost for maintenance. 

  Regards. 

  RainSoft Customer Service

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We did a water test at **********. They called with results then sent a sales person to sell us RainSoft Water Filtration System. They connected an ozone water machine to my washer and everything since then; my clothes are dirty when washed and smells bad. I have contacted them several times to which they promise to come and fix it. Nobody ever shows up. The water pressure in the home especially the kitchen is drastically reduced.

  

  Business Response

  Date: 01/30/2025

  Dear BBB, 

  We have been in touch with our RainSoft dealer in *************, *******. They mentioned they have no missed calls from the customer, so it's possible they may be calling a different number. The ************** has called the customer several times, but haven't received an answer or response. They mentioned they have left multiple messages. For the Pompano Beach office, please call tel# ************.

  Thank you. 

  RainSoft Customer Service

• Initial Complaint

  Date:01/13/2025

  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.

   
  Complaint: 22806875
  
  I am rejecting this response because:

  The resolution only states RainSoft will ship a replacement part to my home.  At this time, the issue is still ongoing, I have not received the part and no service has been scheduled to install the part and perform function test to ensure the RainSoft whole home water softener system is operating as designed. The warranty work has not been performed. 

  The service repair must be completed and the system returned to operating as it was designed. 

  Sincerely,
  
  ******* **********

  s it gets air in the house waterlines causing air spitting/bombs in the faucets, toilets and appliances. After multiple calls to the current service provider/family member answering service and no appointment. The service provider keeps telling me to call RainSoft, September 23, in speak with RainSoft technical support to troubleshoot the issue and informed it is the ***** VALVE ASSEMBLY and they give me part #***** and tell me to call the service provider who never shows. After multiple calls to service provider, I call 1-800-RainSoft, Jan 13, I speak with another provider and advise of situation. He takes name and contact information again and says he will work to get resolution and have customer service call me within ***** hours. Resolution: RainSoft to honor warranty, (repair or replace part) or come pick up the system and refund my money.  

  

  Business Response

  Date: 01/21/2025

  Dear BBB, 

  We apologize for the difficulties the customer has had with the service in his area and with obtaining this part. We will be shipping the part, #***** / Brine Valve, to the customer at no charge to the address listed within. 

  Regards. 

  RainSoft Customer Service

  

  Business Response

  Date: 01/27/2025

  The customer's part is scheduled to ship January 27th. Based on the date the order was entered, which was 1/22, there is normally a 2-3 lead time. In addition, it is our understanding the local service provider has scheduled an appointment with the customer for January 31st. 

  Regards.

  RainSoft Customer Service

  Customer Answer

  Date: 02/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Part was installed by Kansas City service provider on January 31, 2025, and system is now operating as designed.

  I appreciate the response and resolution provided by RainSoft.

  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  In 2022 we purchased a whole house water purifier from a door or salesman shortly after we moved in to our new home. Much like others who have posted we too were told that the only maintenance we needed to do was to add salt. The system worked fine for the first year and a half. Then I started noticing our water wasnt tasting right and there was a faint smell of must and dirty old water. I called their customer service and was told that they dont service our area and to contact a third-party company. Rainsoft customer service gave me the contact information for a third-party company. A week later they came out. We also paid for this service and they told us that the system needs to be serviced once a year. We were never told when we purchased the unit. Fast-forward a couple of months and I am taking a shower and all of a sudden the water is pure salt water. Again we called but they couldnt come out for 10 days and water is kind of a necessity and needed the problem fixed ASAP so we had to pay for another company To come out and fix the problem. Last week I noticed our hot water was smelling weird and so I ran the hot water in the tub. Very fine brownish tan debris was All over the bottom of the bathtub. (We had two water heaters replaced the same day that we had the water purifier installed because we had jyst moved into our new house). We paid $11,000 cash for our water purifier because of the lifetime warranty And because we didnt have to maintain it. The number one priority right now is getting somewhere out here to fix whatever is wrong with it. The second priority is someone needs to explain to me Why am I being charged for service services and repairs? Why wasnt I told when the sales person came to our house soliciting this product that there was no one from rain soft in our area to service the unit and that it would be going through a third-party company? And why are you soliciting a product in an area you dont even service? Please contact me by phone.

  

  Business Response

  Date: 01/16/2025

  Dear BBB, 

  We received the following response from our RainSoft distributor in *************,*****:
  
  The customers system was installed in 2021. We performed maintenance on the system in 2023, and found the system working properly at that time.
  The customer later complained about an odor, which our technician determined was only coming from the hot water. The technician suggested that the customer turn down the temperature on the water heater (extremely hot was the techs note).
  
  Service was dispatched yesterday and our technician found the softener working properly.We are currently working with the customer to address the debris, which is coming from the hot water tank.
  
  Our distributor went on to say at the time of the sale they recommend annual maintenance,and it is also noted in the owners manual.  We also send out postcards annually to remind customers it is time to change the filters.  We also attempt to reach them on the phone to schedule maintenance calls.
  
  The Grand Prairie dealer, ***********************, opened in 1983 and late last year sold the business and is now *****************, Water and Air.  

  Regards.

  RainSoft Customer Service

• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

   
  Complaint: 22553723
  
  I am rejecting this response because: my complaint was in regards to having to replace the resin in the unit. I was told that that was supposed to be good for 10 to 15 years when you sold me the unit but apparently not. Secondly, I have only just recently been able to connect to the app. Can you confirm when that app was redone or fixed? I Will wait for your answers on those questions because for two years, I was unable to connect to that app while you were repairing it. Anyone can go on there and look at the complaints from that and you can also view your records. I would like a refund for the charge of the resin because I was not informed that that would have to be replaced for 10 to 15 years.  I was also told that this unit comes with a lifetime warranty, so please explain that?
  
  Sincerely,
  
  ****** *********g Service Call to have this fixed they were out here today. There is no reason why this would not connect. My Wi-Fi is fine. My modem sits not even 10 feet from where this unit sits and any device I take to where the rainsoft system sits can connect to the 2.4 GHz and stay connected so there is not a problem with my Wi-Fi. There is a problem with your app and when I called over a year and a half ago, rainsoft customer service told me oh theyre going be doing a new app within another year and they have to rebuild from the bottom up. No excuse you sold me something that cannot accommodate me and needs to be rectified.

  

  Business Response

  Date: 11/20/2024

  Dear BBB, 

  We reached out to the RainSoft distributor, **************, Water and Air, who responded "The price the customer was charged is valid. This is their first service call in over 4 years and the customer was not charged retail price for the replacement resin". Regarding the EC5 wifi, the dealer stated they can send out a technician at no charge to connect the system to the app. As the manufacturer of the equipment, our Technical Support was able to confirm the customer is connected to the app, and confirmed the Username Email. 

  RainSoft Customer Service

  

  Business Response

  Date: 12/02/2024

  Dear BBB, 

  We will have one of our factory technicians contact the customer regarding the ****************** EC5 app.

  As the manufacturer of the RainSoft equipment, we are not in a position to address the service fees that Florida Energy, Water and Air charged. Any reimbursement would need to come from this dealership. The resin is covered under warranty, which includes a processing and shipping fee which we charge our dealers when replacing warranty parts. 

  Regards. 

  RainSoft Customer Service

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22553723
  
  I am rejecting this response because: I was charged for resin and carbon and I should not have been. I was also charged for small parts. I would like those charges refunded back to me. And I dont know why you guys say youre not responsible for Florida air and water because you guys dont come out here and service that directly that is the only service that comes out here to service your product. If not, then tell me who services this unit that I bought from you give me a list?  Also, your app didnt work for two years. Its now working because you rebuilt it and you know thats the truth. I feel as though the resin and the carbon and the small parts were covered under your lifetime warranty. That is why I am requesting a refund for those items.  See my attached receipt.  You offer the lifetime warranty and they are the ones that you guys recommend to service your product matter fact I do believe theyre the only ones, not me not correct me.  From my location where I live in *************************, that is where you go to have your unit serviced And that is who you also recommend when I call for service thats where you tell me to call.  But it is you that gives us a lifetime warranty, so please refund me and we can be done here.  
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  September 2024 I myself and my parents spent a total of about ****** dollars on Rain soft water systems for our homes. Once the initial contact for a water system, Rain soft contacted us, set up an appt the following day made their sale, and the installation was following day.Two weeks later and I notice where water is coming up out of the ground and a hole is getting bigger with dirt all around it. Looked further into it and it seems where Florida, Energy and Water were contracted in to do the installation their tie into the mainline going to my house has broken. I called set up an appointment to have this issue fixed. The day the technician was supposed to come out was 10/29/2024 between 12:00-2:00. I took off work, rescheduled pick up from school for my daughter and missed several appointments. This took place due to the fact there was no call, no show regarding a mainline break at my house. I called Florida, Water and Energy and their response was that they would call the technician see where he was and let me know. Moving forward I was told he would be here in 1 hour. Two hours passes and nothing. I have called several times to be hung up on, someone says they are sending someone out. Only to have no service. It is now after 5pm a man from *******, Energy and Water shows up and says he doesn't do anything with Rain Soft only deals with hot water heater. He has a manager on the phone, and they say they are sending someone else out. I am just looking to have this issue resolved. It seems as if no one wants to do their job, work or simplify do the right thing. As on now, I still am left with a mainline break, water coming out of the ground and a major problem due to a faulty install. I go back outside to find the technician from *******, Energy and Water outside on the phone with someone yelling obviously doesn't know what to do or just doesn't want to get his hands dirty.

  

  Business Response

  Date: 11/06/2024

  We have been in touch with our distributor, **************, Water and Air, and as of this morning they have assured us repairs have been completed and the customer's complaint addressed. We appreciate the customer making us aware of this issue and ask it there is anything else that needs addressing to please feel free to call our **************** team, tel# ************.

  Thank you.

  RainSoft ****************

• Initial Complaint

  Date:10/29/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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.

  Rainsoft sales people use false advertising to manipulate buyers into purchasing their products. We were visited by a sales person in January 2020 under the pretense of doing a water test. The sales person showed us how the Rainsoft system works and purifies the water, which it does work and the product is good, however the sales person gave us tons of false info about maintenance of the system. Not only was she very pushy about having to get a loan and sign the deal NOW to get the good prices they offer, but she also claimed we have a lifetime warranty and there are no annual maintenance fees or anything else we have to pay for the life of the system. Basically, she told us it was a one-time install, any parts needed in the future were covered by the warranty, and we only have to buy salt from time to time to fill up the outside container. She confirmed several times that was all we would have to do. So we got a loan for almost $9,000 (it was like $8,700) to get the system installed. Fast forward to 2021 and we get calls about annual service/tune **** We're told these must be done every year and cost money. When parts break (which we have had) we have to purchase and pay the service fee (no warranty that actually covers anything). I just got a phone call today in Oct 2024 about a carbon filter ***lacement/flush out that now must be done. This should be done every 2-3 years and will cost us around $400. I've never heard of this but the sales *** said we are past due as its been 4 years since install. I am appalled that a company is allowed to exist and spew such nonsense to close the sale and get people to purchase their products. I will NEVER recommend RainSoft to anyone as long as I live. They should be ashamed that their sales people are falsely advertising and scamming people into buying their products with fake information about their systems. Something needs to be done. Buyer BEWARE. 

  

  Business Response

  Date: 11/04/2024

  You have reached the manufacturing facility for RainSoft water treatment products. We have been in touch with the selling dealer in ******* regarding this complaint and they have responded with the following - We have addressed the complaint with the sales *** who does not remember misleading the customer. This was almost 5 years ago. Further, this is the only complaint of this kind from this ***. *** was fairly new at the time of this sale and could have misinformed the customer, because of lack of knowledge rather than"spewing nonsense" or" scamming her". My service team will reach out to the customer and offer some assistance to mitigate the complaint and do our very best to make her happy.

  Kind Regards. 

  RainSoft Customer Service