Water Softeners and Air Filtration Systems - Kinetico Problems

Has anyone had problems with recently purchased Kinetico (Mach 1) systems? After the hurricanes last year, we were forced to purchase a new water softner. We were told that our old system could be salvaged for $1200 with little or no guarantee. We were also offered a new unit with a new warranty for a considerable amount more than the rebuild.


When we purchased out first Kinetico unit 17 years ago, we were told to use nothing but Iron Out salt, which we did. No problems except for maybe one or two cleanings and a couple of broken springs.

So far, I think that we are on our 6th service call, the local company has been less than pleasant with us, by telling us we are operating the system improperly. When the new system was installed, we were told not to use Iron Out salt, a contradiction from out original instructions. Immediately, we had brine coming into the house and the water was brown. The dealer came to the house cleaned the head and admonished us for not using Tan-X and said the valves were gummed up with tannin deposits. This process repeated itself several times. We were told to use almost a bottle of Tan-X with every tank full of salt. We used Tan-X and we still have the same results.

We are wondering if they ever installed the white resin we were charged for? Anyone had similar problems. Kinetico customer service has not provided any assistance except referred us back to the installing dealer.

Scott, check your private messages :coffee:

Scott 101

Sorry to hear about your hurricane damage. Where are you located, Louisiana, East Texas, Alabama, Florida, Mississippi? I can imagine there was more damage than just a softener. My empathies are with you.

All of the replacement softeners from hurricanes Rita and Katrina that I have become aware of have been under insurance claims if the owner had the appropiate insurance policy. Payments from insurance companies to the dealers have been awkward and slow, but eventually paid off....so far as I am aware. Not doubt there have been problems with insurance companies balking. That's unfortunate.

I am not really sure what you mean when you say you were “forced” to buy a new softener, or what "little or no guarantee" means. It's also unfortunate that there seems to be some miscommunication, undue pressure applied, or that someone is being unethical. Of course, some dealers in every line of products/services can be hard to deal with and customers can be at a disadvantage.

A completely rebuilt valve and replaced resins put a softener back into nearly original condition and would have been a considerable option. What kind of damage did the hurricane do to the Kinetico? I'm just trying to imagine to what extent the damage was to make it rebuildable and yet cost $1200.

Did they give you a trade-in on the old unit? Do you still have it? It is your property so you should have insisted on some core refund, or sold it as-is on ebay. If not, sorry about that, too. Fortunately, your service calls should be under warranty, right?

Kinetico does make a tannin softener. That would have been the additional (white) resins in your softener resin bed. They also regenerate with salt. Was tannin not a problem before the hurricane?

Tannins are a difficult thing to handle and some companies want nothing to do with it. Tannin is the natural dyes that come from vegetation. This is common in the East Texas near Galviston. Sometimes what is mistaken for tannins is actually algae. Is your softener outside, in the sun light? Let me know and I can tell you how you might be able to resolve that problem.

I can't explain why the advice given two decades ago has change concerning your salt usage. Sometimes conditions change. We normally recommend using a quality salt, regardless of make of softener, and occasionally adding a powerful resin cleaner if iron content is high.

Let me offer you this, I will be happy to act on your behalf as a mediator between you and your dealer. Sometimes communication between a professional and a consummer are not clear and getting both sides of the story, I'm sure you would agree, helps others better understand the facts.

If you want these problems resolved, I think I can help you. Contact me and I will inform you what information I need to know to help you resovle this problem, as much as possible. I will try to work with you personally...on my dime, to get your system working as it it is designed.

Does that sound fair?
Andy

Well, since I haven't heard from you, I hope that you found a solution to your problem. If not, please feel free to contact me personally.

Andy