Kinetico Water Softeners Reviews 315

- Excellent communication prior to the visit and on the day itself.
- Very friendly, polite, professional, competent, tidy engineer. He also took the time to explain how to operate my new device.

Significantly worsened customer service and product quality recently. Been 13+ years' customer but firmly decided to switch. Team wrongly advised me to use AquaScale cartridge on an AquaGuard system, so it led me to pay for the wrong cartridge, which also took more than two weeks to arrive. The team took 1+ week to just send it off via DPD and only responded upon a chaser. Obviously, the cartridge did not work on the undersink filter head, and instead of sending the right cartridge or refunding, asked to return the wrong cartridge with no guarantees it would not take so long again to receive the correct one. In the past, they used to just provide a free extra upon their fault, rather than requiring customer to go through full onerous routine of returning.

Further, the customer service advisor JH, came off rude and negligent in email communications, making grammar and syntax mistakes, which made me question if it is in reality an impostor agent not fluent in English. Her colleague LT was the one who wrongly pointed me to order the wrong cartridge for the system. Further, JH made false statements that there is no system that will allow to do both scale reduction and functions of AquaGuard cartridge, whereas their direct competitors like Brita already offer a CHEAPER cartridge undersink systems that do in all in one go.

Overall, just avoid this company as they do not care about their customers or quality of service. Used to be better in the past, but now they simply are not worth it either price or quality wise.

UPD: I did receive a refund, which is a big improvement, but the experience overall was still negative, hence, retaining the rating.

I have the Premier compact xp installed by an approved installer.
Unfortunately the installer has ceased trading.

Since the installation of the water softener, there is excessive condensation from the unit which has caused lots of damp mould under my kitchen sink.

The installer has lagged all of the piping however there is a design issue where the Premier xp is the thing which sweats excessively.

[Update]
This was discussed with kinetico customer service..they had suggested a service..within seconds of talking to the engineer he had said it is normal for all kinetico to do this..this feels very scammy where customers are pushed towards unnecessary servicing

Please kindly could you tell your Web designer to put the price of your products on your website because it’s really annoying that you cannot find this crucial decision-making information. As a potential customer I’m not likely to buy from you because of this suspicious decision by the company to not be upfront with how much their product cost costs!

For anyone else who has the same issue a rough idea guesstimate:

Softener Model
Approx. Unit Price (UK)/
Installation Extra
Premier Plus
£1,995 – £2,095/
£250 – £450+
Kinetico Aqua-Blue Block
~£995/
£250 – £450+
Kinetico Sumo
~£595/
£250 – £450+
Kinetico Supersoft HE
~£1,199/
£250 – £450+
Harvey TwinTec S4
~£1,130/
£250 – £450+

Owning a Kinetico AquaKinetic A200 RO system should be about clean water and peace of mind. Instead, it’s turned into a source of frustration because of how poorly Kinetico manages its replacement filter supply chain.

The only way to buy replacement cartridges is through a local distributor who doesn’t ship products. Their hours? Monday to Friday, 9 AM to 4 PM. That means if you work a standard job, you literally have to take time off just to pick up a water filter. Should maintaining safe drinking water really require burning a vacation day or asking your boss for time off? It’s absurd.

In 2025, when nearly every product imaginable can be ordered online and delivered to your doorstep, Kinetico’s refusal to make replacement filters available through modern channels feels outdated, inconvenient, and frankly disrespectful to customers’ time. A water filter change should be a simple task, not a logistical headache.

Until Kinetico fixes this supply chain issue and makes filters available online with shipping options, I cannot recommend their systems. The product itself may be fine, but the ownership experience is unnecessarily painful.

I booked a service visit on the 6th. The earliest appointment was the 20th. When the engineers arrived (nice guys, not their fault) they declared my machine to be unrepairable and offered to quote on a new device. The next day I received an invoice for £89 for the pleasure of being told it could not be fixed. I hadn't even received the quotation yet.

Yes I know businesses have costs, both my husband and I run our own businesses, but sometimes you have to think about the longer game. Do you want this client to order your replacement device? Would a quote be better sent first?

Just be warned if they can't fix it, you still have to pay. I have already had an overdue invoice reminded only a week later.

Had a technical issue with my Kube 1 non electric softener.Kirsten on the support team was very helpful throughout the whole process( always quick responses both via phone and email). Having discuss the issue with their technical team they arranged an engineer to visit( Laurie). He quickly found out the issue and undertook the repair, ran through the regeneration process and advised me regarding maintenance. Overall excellent service from this business and I would 100% recommend installing a Kube if you have hard water.

From the time this service call was booked the whole undertaking was carried out superbly.
From being informed he was on his way and advising what time he would arrive, the engineer was a pleasure to deal with, even to how he parked his van on the drive, allowing space for other vehicles.
Joe was pleasant, courteous and knowledgeable. An outstanding ambassador for Kinetico

I had a possible problem my water softener. I was able to speak to Hannah on the phone. I took a photo and emailed it to her. She was able to put my mind at rest. I then booked a service. The engineer, called Kieran, was very helpful and polite. He explained, in detail, the problems and I decided to buy a new unit. Jack, the engineer who delivered and fitted it, was again very helpful and polite. At each stage everything was explained in a respectful manner.

Adrian was absolutely brilliant. He identified, explained and rectified every single problem.

After 3 companies taking over the servicing of my water softener I have ended up with Kinetico. No problems encountered. Every year I am advised
a date an Engineer will be available to service my appliance. If for health reason an Engineer can’t make it the company phone and advise. I pay a yearly bill which is payable every quarter
for the service and any replacements the machine my need. (As covered by the contract).
The office staff are very helpful. The engineers pleasant and respectful of one’s property. Answer any questions I may throw at them. As I live in an are where the water is very hard this machine is great. Bills regarding washing powder, soap etc are quartered. Very economical on salt which is needed to produce the very soft water. As a member of the family suffered or I should say did suffer with a skin complaint it has been a godsend. This is one very pleased customer of Kinetico.

Kinetico softener installed some years ago. We have found it impossible to find anyone to service it. Nearest company, recommended by Kinetico, is some 90 minutes drive away and wanted £500 just for travel time.
If you think of installing a Kinetico, make sure you have a service organisation close to hand. A machine that cannot be serviced at reasonable cost is useless.

We spent over £600 on a water softener only for it to start leaking 2 years in and needing a new part which would cost us over £350! What is the world coming to that you spend so much on an appliance and it can’t even last 2 years. We will be looking for an alternative company and I really don’t recommend

Great service, very happy with our new softener, filter and tap.

Excellent water softener and first rate fitment

I would like to thank and recognise the excellent service provided today by your engineer, Nathan, who repaired the Premier RO unit at my home. He was polite, friendly, and highly professional throughout, kept everything tidy, communicated clearly, and ensured the repair was completed perfectly.

Nathan is a real credit to Kinetico and a great ambassador for your company, and I felt it was important to acknowledge the great work he did today.

I cannot fault the service Nathan provided. However, my only concern relates to Kinetico’s overall service capacity. I had to wait several weeks for the repair appointment, which, from a customer perspective, suggests that while the business appears to be growing rapidly, the service organisation may not be scaling at the same pace. Waiting this long for an appointment does not offer the best customer experience, and I would encourage Kinetico to review and expand its field service resources accordingly

What a great service! From initial contact to fitting our new softener, the whole process ran like a swiss watch. The service engineer was a delight of professional courtesy and thorough, in-depth knowledge explaining all the future support, afforded by the company: all this for a very competitive price. The whole experience was so smooth. Well done Kinetico and many thanks.
PS, our hard Essex water is now like silk.

Very quick response to my email inquiry! However, I was disapointed that the product that I needed was not available on their website. It meant I had to place my order by phone and was required to provide my card details over the phone (something that I don't like to do as it is not secure).

Wasn’t convinced my water softener was working after the plumber had installed it so I phoned Kinetico for support. Amy in customer services guided me carefully through how to regenerate the system and then followed it up with an email containing the instruction manual. Delighted the water softener now appears to be working and looks like my water is becoming softer. Great support!

We have a K5 drinking system that is due to be cleaned and have its filters replaced. Tried to buy the only cleaning tablets you're meant to use with it, directly from Kinetico - along with £200 of replacement filters. But they refuse to sell them to customers.

The companies that fit these things charge £450 to clean it (which I did myself 2 years ago). Given the filters are £200 every two years and it's £450 to get the system sanitised, that makes the K5 a disposable item. Absolutely shocking business practices. It's a small chlorine tablet that you break up and flush through to clean the machine and the tank.

Time to find a better option if this is Kinetico's idea of a decent product and good customer service.