Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My wife and i bought a home a year ago, we saw that it had a Kinetico system under warranty. We noticed the home had staining in the toilets and sinks where water would sit, i called kinetico. Kinetico sent out a supervisor he tested things and said that everything was working great! We gave it another month and nothing changed, we would clean things up only for the staining to come back! Again we called to complain and also mention how my wifes hair was damaged by the water and changed colors. Again they said that there is nothing wrong and they added some new detergent, cleaner. This made no difference, Another month or so goes by and we call again this time they sent out a new supervisor SAME THING!! We called again this time they sent out a manager they said {but he was a salesman} he tested the water and said it was bad that the equipment was cheap and inferior and needed replaced! I said that they need to fix it he said its not under warranty anymore!! And they can fix it for $830 for used parts! I got made and told him how unfair they are that they waited till it was out of warranty to say it was broken! He than tried selling us an RO system!! This has been a very unpleasant experience! My wife has spent hundreds trying to fix her hair!! Plus Kinetico wants us to pay for a service call! I feel completely taken advantage of and cheated!! My wife is distraught over her
Business response
02/04/2024
We appreciate the **** Residence reaching out to us and providing insights into their experience with the inherited Kinetico equipment. We understand that they are not the original purchasers of the system, and we genuinely empathize with their concerns.
Upon reviewing the situation, we want to emphasize that the issues the **** Residence is experiencing fall outside the scope of the original warranty. Despite our sincere efforts to discuss the warranty coverage and provide potential solutions, we respect their decision to decline our offer.
We have extended a significant discount to facilitate the installation of a more efficient system tailored to their needs. Upgrading could not only enhance the quality of their water but also contribute to a more satisfying overall experience.
We remain committed to finding a solution that aligns with their expectations and invite them to reach out for further discussion. Our team is here to address any concerns and explore options that will best suit their situation.
Thank you for the opportunity to address this matter, and we look forward to the possibility of resolving it to the satisfaction of the **** Residence.Initial Complaint
01/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have no water in the house and called Kinetico, and they told me that they put me on the emergency response list and someone would call me before they arrived for a diagnostic over the phone. Three hours later, no call no technician came. I called back about 20 minutes before five PM (17:00 hours). The first time I called, I spoke to *****, and the second time the person answered my call and told me they had taken care of it already. They had in their system that the technician responded and fixed the issue, which was not valid. I explained to the lady that no one called, and no one responded. she told me that was a mistake on their part and someone would come ASAP. That was almost two hours ago; I called twice and reached the after-hour service, and she told me that she had reached out to the technician on call, and there wasn't anything she could do. It's been about 5 hours already, and still, no call and no technician has come. I have four children in the house, no water, and it doesn't seem like they care.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.