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Business Profile

Water Treatment Equipment

Kinetico Incorporated

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Kinetico Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 12 total complaints in the last 3 years.
    • 5 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:03/24/2023

      Type:Product Issues
      Status:
      Answered
      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.
      The system is faulty and they won't come out to look at it unless we pay them $200 for the first 30 minutes. The system is still under warranty. I asked about just having it removed and they said that would be at least $200 as well plus I would still be expected to pay the over $ 6000 for the system. This all seems like a scam on the companies part. They don't do self financing so if we were to choose to stop paying it is handled by another company. Kinetico is ripping people off. They tell you they don't use high pressure sales tactics but then they say you only get the $300 discount and free installation if you agree to purchase the system on the spot. How is that not a high pressure sales tactic? I am hugely disappointed in the product. The water coming from my tap smells like sewage, the salt in the tank has solidified and can't be removed, we also choose to get the RO system for drinking water and it also doesn't function properly. Just completely disgusted by this company and their practices!

      Business Response

      Date: 05/25/2023

      April 12, 2023 


      VIA EMAIL: ************************ 
      Mr. ****** ******* ******* Resolution Supervisor Better Business Bureau, Inc. 200 Treeworth Blvd. Broadview Heights, OH 44147 
      Re: ***** ******** ** ******** 


      Dear Mr. *******: 


      40' Kinetico 
      water systems 
      I have received and reviewed your March 30, 2023 correspondence enclosing the complaint filed by ***** Donahue against Kinetico Incorporated. Kinetico Incorporated is an international manufacturer and distributor of water treatment systems that primarily sells these systems through a network of authorized, independent dealers. Clark County Water Systems, Inc. dba Kinetico Quality Water Systems of Las Vegas is one of those dealers. 


      Because Clark County Water and Kinetico's other dealers act independently, Kinetico has no actual knowledge of the sales and service issues they deal with unless such issues are brought to Kinetico's attention by the respective dealer or a customer, like *** *******. 
      Now that Kinetico has investigated this matter it appears that there is a Kinetico K5 Drinking Water Station, 2060S softener, and 1060 dechlorinator registered to *** *******'s address, registered to ****** and ***** *****. These systems were purchased from and installed by Clark County Water in August 2020. Kinetico is only aware of this fact because the warranty registrations on these units, with their serial numbers, were filed with Kinetico at that time. 


      Kinetico's Limited Warranty for Residential Applications warrants its products to be free from defects in materials and workmanship. The warranty covers replacement parts only, not labor. Kinetico does not recommend or set the pricing for labor and/or service, nor does it have knowledge of pricing set by its independent dealers. Any concerns with service call pricing should be discussed with the dealer, not Kinetico. 
      In summary, *** *******/***** purchased her water treatment systems from an independent dealer, Clark County Water Systems, Inc. dba Kinetico Quality Water Systems of Las Vegas. We recommend that she contact them directly to resolve her concerns. 
      Best regards, 


      KIN TICO INCORPORATED * * ** *** Lega Administrator 
      Kinetico Incorporated 10845 Kinsman Road P.O. Box 193 Newbury, OH 44065 USA p. 440.564.9111 f 440.564.9541 kinetico.com 
      di['. AN AX EL JOUNSON INC. COMPANY 


    Kinetico Incorporated is BBB Accredited.

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