I purchased a SoftPro water softener on Aug 17, 2023, and installed the unit when it arrived. I also purchased the KDF filter because the website stated it would prefilter the water, remove chlorine, and extend the resin's life. After the installation, I observed particles in the water coming from all my faucets. I made a complaint, sending pictures and videos. The customer service person, Rhea, speculated that it was resin, asked a question, and never responded. On Sept 18, I made another complaint with more videos and photos and was informed that it was escalated to the warehouse team. On Sep 22, I was asked to run several tests, which I did. Rhea said it was filter media, and they shipped a replacement KDF filter. The filter arrived in a few days but was the wrong size. I asked to be sent the correct one but was told to cut the one I received and make it fit because they would not assume the liability for making an error and cutting the part wrong, potentially damaging the unit. They wanted me to accept any and all liability and cut the part myself. But I did it wrong; it was on me. At this time, I sent them a written demand for a refund. On Oct 20, 2023, I received a call from Jeremy. Throughout two calls, totaling 34 minutes, he acknowledged that the KDF filter they advertised and sold as a prefilter was, in fact, NOT a prefilter, but a post-filter. and would not intend the life of the resin (Just a little FALSE advertising!) He stated that they have removed the filter from their website because of this. He offered to send me a different type of filter and a down tube. A few days later, only the filter arrived. I sent texts on Nov 1 and 3 asking for a tracking number. No response. On Nov 6, I left a voice mail. No response. The unit is useless and will not function without the proper parts, which they have refused to send. I have been more than patient in attempting to resolve this issue over the past ten weeks. (15 emails, 9 texts, and 9 phone calls) read more

I purchased a SoftPro treatment system from them 6 years ago. The resin is now leaking into the house water supply. Tried calling them multiple times and have at least 3 support tickets opened with them. Never got a phone call back. Worst customer service ever. read more