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:11/28/2023

  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.

  On Wednesday, November 22nd 2023, I had scheduled an appointment with ******* plumbing to troubleshoot my new water heater because it wasn't heating. I purchased this water heater after I had my Kinetico water softener system installed. The licensed plumber who inspected my water heater determined that the heater was fouled with resin material. He conducted a water test on my water from faucets inside our home and the results were Chorine 5, hardness 12. (See photos). He also found thick sludge inside the water heater. He told us that our softener was not working. He next tested the water at our outside faucets (connected to the city). The hardness level was 17. During his inspection, he could not locate the drain for the Kinetico water softener system. I contacted Kinetico to arrange for a pickup of their equipment. After that, I purchased a new system from *******. The licensed plumbers went into my attic to disconnect the Kinetico system and discovered the drain for the Kinetico system was connected to a vent going to my roof. The plumber told me this was the reason the system wasn't working, and that the installation was not according to local plumbing codes. Kinetico wants a $375.00 to come out and un-install their equipment.

  

  Business Response

  Date: 11/28/2023

  I met with ************** and we came to an agreement that works for both parties.   

  Customer Answer

  Date: 11/29/2023

  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.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:02/02/2023

  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.

  30 January 2023, a Kinetico Water Softener (Model ****s OD with Chloraban) and K5 Drinking Water System were installed in my house. During the installation of the K5 Drinking Water System, the technician drilled the granite top to make another hole right next to my existing faucet to install the drinking system. The following day, we found water under the sink. After looking for the leak, It appeared to be coming from the existing faucet which is connected to the K5 Drinking Water System. I called Kinetico service department to have someone come out to check the problem. I also called the sales representative *********************** cell # ************ who is sales representative that came to the house. They scheduled the service technician for today 1 Feb 2023. Upon arrival, the technician try to identify the leak. He then proceeded that the problem was not done by the technician who installed the system. Please know that prior to installing the drinking system, there was no leak and no problem with my existing faucet. Now, the technician (*****************************) insist that Kinetico is not responsible for the problem. Please be mindful that prior to the installation of the system, *************************************** did inspect the location where the softener and water drinking system were to be installed, he did not find any issue then nor find any leak under the sink or the existing faucet. The facts are, after the technician drilled a second hole on granite top, and connected the drinking water filtration, now I have a leaking faucet. These are the facts. But, the service technician who came out today, insist that they have nothing to do with the problem and that he could not do any repair to damage existing faucet that I am now to deal with as my problem. This is very unprofessional and very bad customer service. Thank you for your time and consideration regarding this very important matter.Sincerely,**************** Retired US Army Veteran

  

  Business Response

  Date: 02/09/2023

  ****************, The issue with your sink was on the old copper plumbing which had nothing to do with your equipment.  However, you are on the calendar to have one of our plumbers fix that issue.

  Customer Answer

  Date: 02/10/2023

  Complaint: 18966995
  
  I am rejecting this response because:
  

  The technians showed and did not replace the copper pipe. Instead, they told my wife that the problem is in the faucet. We have to replace the whole faucet or the cartridge inside to eliminate the leaks. The facts still remain that prior to them installing the water softener and the K5 drinking water filtration,  we did not have any leaks. Right after they drilled next to the faucet on a granite top, now we have leaks. The K5 drinking filtration tube is also connected with the same tube that faucet is connected. Thank you for your support.
  Regards,

  ***************************

• Initial Complaint

  Date:01/13/2023

  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.

  Kinetico seems to have lost my $5,000+ water softener. It broke and they brought it in for repairs last week. I have no tracking information for the unit, estimated date of completion, or way of knowing where my equipment is and in what state of repair. I have called on Monday, Tuesday, Wednesday, and I am currently on hold with them for the second time today right now. No one can tell me where my very expensive piece of equipment is. No supervisors are available. I was promised follow-up on Tuesday and Wednesday but there is no follow-up. At this point I would like a full refund so that I can get a water softener with a different company.

  

  Business Response

  Date: 01/23/2023

  Mrs. *****, we're sorry that your experience with us was unsatisfactory because we strive to provide the best service possible to all our customers. After you contacted our office to service your system when it took some damage during the December Freeze, we let you know that we would need to disconnect the system to run tests and inspect the system in our warehouse, which we did. Our records show that since then you've communicated with our Sales Manager, as we want to make things right. As you talked about with our team, the system is scheduled to reinstall on January 17th.