Business ProfileforKinetico Incorporated

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.