ComplaintsforKinetico Incorporated

• Initial Complaint

  09/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 4/29/24 and 5/6/24, I received two separate email invitations to provide feedback in a survey as a Kinetico customer. On 5/12/24, I responded to the latter email expressing my disappointment with my Kinetico system and the difficulty of servicing it. I did not receive any response until I sent another message on 6/5/24 confirming Kinetico does not care about my feedback due to a lack of response. I instantly received back a response for "Diana" who asked for additional information about me, my installer and issues. On 6/13/24, I responded with all the questions answered, to which "Diana" said they would follow up. On 7/26/24, having received no response from Kinetico in over a month, I sent another email. To this, they feigned ignorance and pretended not to know who I was (despite that information being in their own email to me). I responded with my basic information for a second time and asked why a new filter I ordered came without a labeled plastic bag as before. "Diana" did not even understand my question and when I had to explain it again, she dismissed my concern. I asked a very direct and specific question about what sort of bags these filters should ship in and got complete nonsense back: "bags. Ro filters label on the cartridge." It was clear "Diana" does not understand Kinetico products nor how to help me. She could not even put in the effort into constructing a complete, grammatically-correct sentence. I asked to be escalated to another employee or supervisor about my product quality concerns. I have not heard back from Kinetico since 8/28/24. We will be uninstalling the Kinetico system from our house, which is causing damage to our plumbing and appliances, and launching a private investigation into the quality and provenance of their water filters. At this time, I do not wish to receive any more unsolicited survey messages from Kinetico asking for my feedback, as this message is not sincere and only wastes my time.

  

  Business response

  09/24/2024

  *** ********
  
  Thank you for sharing with Kinetico Incorporated *** ************* BBB filing.
  
  Kinetico Incorporated Customer Support received an email from ‘******** after surveys had been sent out. To date ‘******** has still not provided his last name. Once his last name was identified, we were able to put a Do Not Contact on his warranty registration so that he does not receive further surveys.
  
  *** *********** responded to the survey via email to Kinetico Customer Support that he is dissatisfied. We messaged back asking for details of his concerns as Kinetico Incorporated uses this information for improving business processes. Kinetico Incorporated then received approximately 13 emails from *** ***********.
  
  Throughout *** ************* emails to Kinetico Incorporated, the seeming point of contention is that Kinetico Incorporated packages filters in clear plastic bags. As explained to *** ***********, the filters are labeled. The bags are not. It is not cost or time effective for Kinetico Incorporated to maintain redundant manufacturing processes by labeling both.
  
  After *** ************* emails were responded to, the customer was then referred to his area service provider to review any further possible issues regarding his installation. This Kinetico supplier was notified of *** ************* concerns and has been waiting for his call to assist him.
  
  Water Doctor of WA is the independent, authorized Kinetico dealer that sold, installed and provided continuous maintenance to *** ***********. Their service history provided us shows standard maintenance for this installation site has been conducted on a yearly basis. This standard maintenance includes 3 filter shipments for the drinking water system for self-servicing as requested by the customer. Also, 3 on site standard maintenance services to the whole house softener.
  
  Neither Water Doctor of WA nor Kinetico Incorporated has received any concerns regarding product performance from this installation site previous to *** *********** sending these emails and filing with the BBB. All contact to his service provider by the customer and according to his service provider has been for standard maintenance since the installation date of July 2020.
  
  Water Doctor of WA stands prepared to assist *** *********** with his Kinetico needs. They await his call so as not to reach out directly as requested by the customer.
  
  Please let me know if there is additional information that can be provided by Kinetico Incorporated.
  
  Kindest regards,
  Diana S*********
  Kinetico Incorporated
  NA Customer Experience Trainer
  ************ ************************

  Customer response

  09/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The business is choosing to ignore my previous communications and requests to communicate with Diana's supervisor, or literally anyone else at Kinetico. They appear to be extremely disorganized to the point of not even understanding what is going on anymore. The fact they expect a customer with a concern about their product to call someone else (which they did not instruct to do, nor provide a number to call) just goes to show how little they care about this.
  
  Regards,
  ******* **
  
  
  
  
   

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3/25, we found our Kinetico water softener was not working. We purchased our water softener on 3/20/19 and were told the unit had a 10 year warranty. We called to explain our problem and were told they would schedule a service call for $199 to diagnose the issue. Even if the issue was covered under warranty, we were responsible for their service fee which feels wrong. They also refuse to come out for service without a credit card on file. The tech came out 3/29 and after 10 minutes, said two parts would need to be replaced: one which is covered under warranty and the other which is not. He couldn't explain why the second part wouldn't be covered. He scheduled repair for 4/1 and explained the chlorine in our water is high and this part would need to be replaced every 3-4 years. This is the first we heard of this part. I pulled our original paperwork and contacted the office due to our concern about the $895 part reportedly not covered under the warranty. I spoke with Laura at Kinetico on 4/1 expressing my concerns. She advised she would have a manager call back but more than three weeks later we have had no contact from a manager. Kinetico proceeded to charge our credit card on 4/3 for the disputed amount. We also received an email shortly after the visit offering $139 service calls yet we were charged $199. At no time during the sales process in 2019, did the sales rep inform us that we would be responsible for over $1000 in maintenance every 3-4 years for "carbon media" to keep a $3500 unit running properly. But, of course not, that would make the unit quite difficult to sell. We were told, as shown on the attached checklist, the only regular maintenance would be annual filter replacement. This recent experience feels incredibly dishonest and we are so disappointed in a company who we and our families have done business with for years. We ask that Kinetico refund us for misleading us and failing to provide complete and accurate information at the point of sale.

  

  Business response

  04/29/2024

  Dear ** *******,

  Thank you for sharing your concerns and issues with the BBB and ultimately allowing Kinetico to respond and address them.  Immediately upon receipt of your correspondence, I reached to our Director of Corporate Dealers to investigate.  He advised he reached out to you and addressed the matter.  As such, he shared maintenance is required on your system and in the future, there is an associated fee.  As a good will gesture, Kinetico repaired and replaced the parts and re-bedded the system at no charge to you.

  If you have any future questions or concerns, please reach out to ***** ********** at ************************ or call at *** *** ****.

  Kind regards,

  *****

  Customer response

  04/29/2024

  
  I am more than pleased with the pleasant conversation with John at Kinetico in response to the complaint. He thoroughly explained what the sales rep previously failed to explained and offered to reimburse us as a one time exception. In reference to complaint ID ********, Kinetico has offered a resolution satisfactory to me.  I very much thank them for their time in the matter. 
  
  Regards,
  
  ******* *******
  
  
  

• Initial Complaint

  12/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My water heater was replaced and upon turning the water line back on one of the Kenitico tank started leaking.i called Kinetico to send a technician to check it out. They said they’ll have to charge me the $199 to send a technician to my home. It took them 10 days to send a technician and fix my tank. The technician was at my home for no more than 8 mins because all he had to do is twist the tank in place 3x and filled out his paper work for payment. These water tank shouldn’t be leaking so easily like that and for Kenitico to charge their costumer $199 for their low quality installment is such a scam. They need to have a better service and not let their costumer wait without water softener that long since it’s such a minor fix.

  

  Business response

  12/07/2023

  Please see the attached response.  Thank you.

  

  Business response

  01/25/2024

  Email attachment forwarded to BBB Staff

  I have received and reviewed your December 1, 2023 correspondence enclosing the complaint filed by ******** *********** against Kintetico 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 consumer, like *** ***********.

  Kinetico's Limited Warranty for Residential Applications warrants its products to be free form defects in materials and workmanship.  The warranty covers replacements 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 all pricing should be discussed with the dealer, not Kinetico.

  In summary, **** *********** had her water heater replaced which then caused her Kinetico water softener to leak.  Kinetico's authorized independent dealer Clark County Water Systems, Inc. dba Kinetico Quality Water Systems of Las Vegas serviced her water softener.  We recommend that she contact them directly to resolve her concerns regarding their installation and servicing of her Kinetico softener.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A Kinetico tech came out to install a water softener in January of 2021. Before he left, I noticed there was air in the line when I turned on the water in the kitchen sink and water sprayed everywhere. Tech said he didn't know why it was happening and someone else would need to come out to fix it. They have been out a couple of times and it is still not fixed. In April 2022, Kinetico sent me a bill for $159. Kinetico has informed me that they will not send another service person out until I pay $159 for a service call. I don't think I should have to pay until the problem is fixed due to the fact that the softener is under warranty.

  

  Business response

  09/15/2023

  Thank you for reaching out.  The $159 service call fee was waived some time ago.  Please call the office to schedule a time for our service technician to return to your home to repair your Kinetico system.  Thank you and best regards.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a ******** water system through the installer (**** ***** Water Systems). One of the parts cracked within the first year of operation, resulting in flooding the utility room and the system having to be bypassed. **** ***** sent a repair crew, who informed us that they replace this part twice a week and there is a known issue with the quality of the plastic being used to manufacture the part, but ******** refused to remedy the issue or reimburse them for labor, so in order to get it replaced, WE had to pay labor. I contacted ******** to request reimbursement for the labor and they told me their limited warranty did not cover labor. Had this not been a common and known issue, I would accept this answer. However, ******** has been made aware on multiple occasions that the part is failing due to manufacturing defect. Therefore, they should reimburse the end user for the cost of fixing the issue. We would like to be reimbursed $235.69 for the cost of repairing the defective system.

  

  Business response

  08/02/2023

  We have been in contact with **** ***** regarding your complaint.  **** ***** should have provided the labor free of charge to Ms. ****.  Please contact **** ***** for your refund.

   

  Thank you.

  Customer response

  08/16/2023

  RECEIVED VIA EMAIL BY STAFF MEMBER:

  The consumer has informed the BBB that they received their refund and consider the matter resolved. 

• Initial Complaint

  05/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  the issue I am having is the system that was installed does not work. I have magnesia bacteria in my well that makes my water smell bad. the rep told me a filter system would work. which he installed I paid over 7k for this system. I called back after install and he said we needed another filter installed so we would have two filters. that has not worked either. I have called numerous times as now I still have the smell and the additional problem of zero water pressure. my dishes and laundry do not come out clean as i have so little water pressure do to the filters. the first tech said you have to change your filters more often which helped marginally. I was changing them out every two weeks but still no water pressure. Tech came out again and said I do not need any of the things that were sold to me as they have a similar system to what i was running with Culligan which was a pretreatment chlorine type solution. he said the sales guy should have known this and there is no way I am going to have a resolution or any water pressure with the way the system was set up. I should not have well over 7k for a system that does not fix my issue and only added more problems. the local office has not been able to correct the issue my service address is 4758 374th street North Branch, MN 55056 Jeremy Lifto

  

  Business response

  05/05/2023

  Please see the attached letter in response to this complaint.  Thank you

  Customer response

  05/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  ****** *****
  
  
  

  

  Business response

  05/25/2023

  May 5, 2023 
  Mr. ****** ******* Dispute Resolution Supervisor Better Business Bureau, Inc. 200 Treeworth Blvd. Broadview Heights, OH 44147 
  Re: ****** ****** ** ******** 
  Dear *** ******** 
  411E Kinetico 
  water systems 
  I have received and reviewed your May 4, 2023 correspondence enclosing the complaint filed by Jeremy Lifto 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. Aquarius Home Services is one of those dealers. 
  Because Aquarius 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 a Kinetico 2060S water softener and filter were purchased by *** ***** and installed in his home by Aquarius in January 2022. 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 product application, performance, and service calls should be discussed with Aquarius, not Kinetico. 
  In summary, *** ***** purchased his water treatment system from an independent dealer, Aquarius Home Services. We recommend that he contact them directly to resolve his concerns. 
  Best regards, 
  KIN TICO INCORPORATED 
  .** ***** * ** *** *** = I Administrator 
  ******** ************ ***** ******* **** **** *** *** ******** ** ***** *** ** ************ ** ************ ************  ** ** **** ******* **** ******* 
  

  
  

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ***** * *****. I'm in need of help with Kinetico. My issue is with Kinetico, location **** *********** ****** ************* ** ****** ***** * ************* *'ve called the office many times. I've called the help line on 3/23/23 & 4/10/23 w/no help. I ask to be transferred 5 times to a Manager, was not. I first purchased a water softer, works great. Next I purchased Kinetico's Iron Extractor. This unit never worked after the first power outage in my area. I called Kinetico office, where I purchased the Unit, it was still under warranty. A tech guy came out, very polite & at that time the tech did a maintains as he was looking the Iron Extractor over. He found the 9 volt back up battery for the programing hadn't been installed. The tech install a battery & reset the program. 2 weeks later Kinetico called to set-up a maintains app. I inform the guy, the maintains was completed 2 weeks earlier, the caller was not happy upon hearing my answer. I don't know if he lost money for not booking the appointment. Not long after that call, my power when out, I live in the country, not unusual. I called the Indy office, explaining what happened again. I was told, sense I didn't make a maintenance app, the service call would cost me $169 to reset the "program" in my Unit. I remained them, this see** to be an on going issue with this Iron Extractor battery, it's not holding it's programing to reset the Unit. I've called many times about this issue. Today as well, with NO help at all. Kinetico Indy thinks I can pay for at least 6 or more trip per year for a faulty battery connection or a program issue, they are wrong. I paid for a working Iron Extractor Unit, I don't have one. For the yr 2022, I had a fire in my Kitchen & the power was turned off in my house, more then 10 time, the out-of-pocket cost of $1,690.00. I need help with this issue. All I want is my Iron Extractor to work correctly & the Company to stand behind their equipment. Thank you

  

  Business response

  04/13/2023

  Kinetico's Indianapolis location contacted **. ***** this morning and is working on providing her with non-electric water treatment options.  I'll update this complaint once resolution has been reached.

  Best regards,

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

• Initial Complaint

  03/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 
  

  
  

• Initial Complaint

  02/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought this water filtration system from kinetico in 2018 they came to my home and connected it up I change the filter every year which is also done by the company so in September I changed the filters at a cost of $500. Last weekend it started leaking at first I didn't know it was the water system I thought it might be a water pipe or something the leak was getting worse so I called in someone to check it and it turned out that it was the water filtration system so we shut it off and the next day I called the filtration company and told them what had happened so they called me back and gave me an appointment for2/14/22 they also said that if it shows that it was their fault I wouldn't have to pay the service fee so the guy came and cut some tubes and resealed it and then told me I have to pay the service fee so I told him what the girl told me he called her and they spoke in Russian and then he said I had to pay the fee I took him downstairs and showed him how the water damaged the ceiling and the walls and he didn't say anything all he wanted was the money so I asked him who was responsible for that and he said no one is responsible and he left

  

  Business response

  03/03/2022

  Dear **. *******: 
  
  I have received and reviewed your February 15, 2022 correspondence regarding the complaint filed by ******* ****** 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. ******** *** Inc. is one of those dealers. 

  Because ******** 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 Ms. ******. Until Ms. ****** contacted the BBB with her complaint, Kinetico was unaware of any issue. 

  Kinetico has investigated this matter and contacted ********. ******** states that the leak was from an old connector that was part of the plumbing in Ms. ******'s home and is not related to her water treatment equipment. As a courtesy they replaced the connector to stop the leak. Since the connector is not part of her Kinetico equipment, they advised her to contact a plumber or general contractor to check her plumbing. 

  Since the leak in Ms. ******'s home was not due to her Kinetico equipment, Kinetico considers this matter closed. 

  Should you have any further questions concerning this complaint, please do not hesitate to contact me. 

  Best regards, 

*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. ↩