Complaints
This profile includes complaints for Kinetico Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see
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 ComplaintThe 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:04/02/2025
Type: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 regret ever choosing Kinetico (K Water) for my home’s water system. Something is always wrong with it, and their service is absolutely terrible. They came out in January to "fix" an issue, but here I am months later dealing with the exact same problem. When I called to have them come back out, the first thing they mentioned was my outstanding bill—a bill I haven't paid because the problem was never fixed in the first place! The guy said he was coming back out once he left and he did not show.
To make matters worse, there were no notes or records of what they even did during the last visit. When they finally came out again, they sent me an invoice for adding salt and a service fee, with zero explanation about what’s actually wrong with my system. Then, when I called again, once again no notes, no information—just a vague "we need to check with the service guy."
This company is completely unorganized, unhelpful, and only seems to care about getting paid rather than actually fixing problems. If you want a system that constantly has issues and customer service that treats you like an afterthought, then sure, go with Kinetico. But if you actually want reliable service and a company that stands behind its work, look elsewhere.
Avoid this company at all costs! I have spent SO MUCH money on this system and company. Last year I had service techs coming out telling me "who installed this" I said you guys did. "Well this is all wrong" I can't even fathom how horrendous this experience has been with Kinetico.
Business Response
Date: 04/04/2025
Good morning,
The complaint filed is against Kinetico Incorporated in Ohio. The company in question, the service provider; is ****** ********* in ****** ***** **. Kinetico Incorporated does not own or franchise ****** ********t.
We have reviewed the service history for this installation site with ****** ********t. The history is as follows:
2019 Equipment purchased and installed for the original owner: Vincent Abbaleo. Ms. Belinskas was not party to this purchase. Mr. Abbaleo was aware at the time of installation that additional equipment was required to fully treat all aspects of the water. He chose the minimum treatment system.
2025 January: service to repair a leak on the softener completed.
2025 April: call for service, customer states water softener is sending water to drain. The softener was functioning as designed. The technician found the souftener in a normal regeneration where it will send water to drain. Unit inspected, water tested. All functioning as designed.
2025 April: call back for bad water. ****** ********* had another conversation of the needs at the site to treat all aspects of the water.
****** ********* explains that they have reached out to the customer and had multiple conversations with her this week on how they can assist with her needs.
Initial Complaint
Date:12/12/2024
Type: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.
System purchased/installed in Jan. 2022 based on exact recommendation of Sales Manager, ***** ****** with assurance all water related issues would be rectified
Initial issues arose due to ION system that was installed was not properly correcting smell issues with well water; replaced with a bleach tank
Since that time we have had multiple service calls due to water quality issues such as Iron/Egg smell, discoloration, salty water and bleach tank not working at all
Various parts included the head of the unit have been replaced, cleaned etc. since installation
Misleading information provided from different technicians indicating this is just part of having well water, meaning their product cannot fix issues as promised to being advised the wrong unit all together was installed despite us purchasing the exact recommended unit by the company
Advised on 11/25 the unit is wrong for the home but we would need to pay almost 4k to correct the issue and no one has contacted us since 11/27 to go over options or just to check in and we STILL have serious issues with smell and staining despite multiple recent trips and being assured the system was working properly
We feel the company should install the correct equipment at no cost as we purchased what they assured us would correct any all water issues and that has not been the case at allBusiness Response
Date: 12/20/2024
The complaint has been received by Kinetico Incorporated, Newbury OH. We are the manufacturer of water treatment products.
The complaint is against Kinetico Quality Water Systems of Columbus, located in Columbus OH. This is the company that sold and installed the products.
We have confirmed with their management team that this customer has been contacted. KQWS of Columbus explains that they have agreed to replace the equipment. Their current understanding is that the customer is in agreement with their proposed next steps and the two parties are continuing go work together to resolve these concerns.
Initial Complaint
Date:09/18/2024
Type: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.
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,
******* **
. "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
Date: 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
************
************************Initial Complaint
Date:04/24/2024
Type: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.
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,
******* *******
o 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
Date: 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,
*****
Initial Complaint
Date:12/01/2023
Type: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.
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
Date: 12/07/2023
Please see the attached response. Thank you.Business Response
Date: 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
Date:09/11/2023
Type: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.
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
Date: 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
Date:07/18/2023
Type: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.
RECEIVED VIA EMAIL BY STAFF MEMBER:
The consumer has informed the BBB that they received their refund and consider the matter resolved.
system.Business Response
Date: 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.
Initial Complaint
Date:05/04/2023
Type: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.
[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,
****** *****
ng 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 LiftoBusiness Response
Date: 05/05/2023
Please see the attached letter in response to this complaint. Thank youBusiness Response
Date: 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
******** ************ ***** ******* **** **** *** *** ******** ** ***** *** ** ************ ** ************ ************
** ** **** ******* **** *******
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