RainSoft's reply to: RainSoft - I am a Veteran of Foreign Wars, I paid $7500 for a brand new system. It hasn’t worked since day one.

Hi Matthew,
We appreciate you reaching out to Pentair RainSoft for our assistance in this matter. At this time you should have already received a call from our manager of Technical Support, who will be working with you to resolve this issue.
RainSoft Customer Service
Matthew B Xwl

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Verified Buyer
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Verified Reviewer
| map-marker Colonie, New York

I am a Veteran of Foreign Wars, I paid $7500 for a brand new system. It hasn’t worked since day one.

Updated by user Feb 02, 2024

It’s now February 2nd. I signed a release stating that I would receive $7500.00 by the dealer Cerrone Washington, on the day he took his equipment check in hand.

January 30th he took his equipment and then gave me a check and then claimed it was fraud. He cannot be reached, I still don’t have my money, Cerrone is playing games and once again rainsoft is telling me that there is an agreement so I am okay, but the agreement is not being followed. Absolutely the worst company and people associated around.

You would think after all of this, you would just give me my money back and be done with it. Instead we have to keep dragging this on

Updated by user Jan 26, 2024

I’m waiting for a release to sign so I can get the system out of my house. 15 months of the system not working correctly, damage to my hot water heater, my boiler and a tremendous loss in work.

$7750 from the dealer, and $1000 from corporate. I’m definitely not happy but I have to correct the water situation.

I would still never recommend this company and the pompous individuals throughout. From customer service to tech support to the installers.

Updated by user Jan 15, 2024

There is also bacteria inside the hot water heater. Everytime I shower I still smell and the hot water smells terrible.

This is also off of Google as well, An RO system can soften water.

However, constantly filtering hard water wears out the water purifier more quickly. My system isn’t working at all, so that affects my drinking water

Updated by user Jan 15, 2024

I was trying to pick rainsoft out of roselle Illinois, but that is not an option

Original review Jan 15, 2024

I purchased a home in July of 2022. When I finally moved in September of 2022, the first thing I wanted to address was the rainsoft system that was inside the home and wasnt working.

It was on bypass and I had no knowledge of the history of this system. I called rainsoft headquarters and explained the situation to them, they put me in touch with a dealer of the product. Mr. Cerrone Dupree Washington, the owner of Safe Water Solutions based out of Newburgh NY.

He called me within a day or 2, came out tested the water and I signed and paid for a system that was dependent on if he could rebuild the EC4 head. It was an additional $1,300 for a new tank if the head couldnt be repaired, which of course it couldnt. So I paid $7500.00 for all brand new equipment and a drinking system. The one piece of equipment that was not replaced or even addressed was the brine tank.

I have lived on city water my entire life and purchased my first home with well water. I thought I reached out to a company that had been doing this flawlessly for years and had a great reputation. Ive lived by you get what you pay for even though it was expensive, my health and well being is very important to me. Its rated a 10 out of 10 on rainsofts sales pitch to me that I have on email from the dealer.

I just found out January of 2024, that the bribes tank has not been working at all. I myself had to call tech support and trouble shoot with them on the phone to realize that I should be able to push a broom through the salt or pour a little bit of hot water on it to break it up. I currently have a 2 foot or 3 foot solid block of salt sitting in my tank, and never touching the water that is supposed to flush and clean out my tanks. All of this, comes after September of 2023 after my annual servicing appointment of the equipment where the the service tech breaks the pipe as soon as it comes from my well and doesnt tell me.

I will paste that review I left on here at the end. After having a plumbing company that has been in business for 100+ years come out and test the water, they determined that the system isnt working, I have email proof from them about all of this. Straight from Google, this is what happens if the salt isnt working correctly in the system, The beads rely on the brine solution to replenish them with sodium and restore their charge. Without the sodium ions, the resin beads will not remove any of the water hardness minerals as they flow through the water softener's tank.May 3, 2023.

My reports from the plumbing company show that there is hard water inside of my brand new hot water heater that I purchased in January of 2023. My water quality has gotten worse, I have bacterial growing inside my hot water heater. I have been hung up on by customer service, I have been blocked by the dealer, and the regional manager or any kind of manager has yet to speak to me. Somehow an inexperienced salesman, was able to set equipment at my house and it never worked.

This has caused me to have emotional distress, relive bad time times in my life, inhibited me from running my business and now makes me worry that I was consuming and bathing and brushing my teeth with water that wasnt being treated at all. All of the beads are now compromised from over a year of not being cleaned correctly. Even more so I want my money back because after a year of the system not working, what can someone tell me? Im sorry?

I yelled at customer service and the dealer yes, but I had proof is wasnt working, and they took the dealers word for gold. We will find out tomorrow morning when I speak to customer service after the findings of my own troubleshooting with tech support. I cannot wait to take a video of whoever sees the major salt block that hasnt gone down since it has been installed and serviced. A lot of people should lose their job over this, once the truth comes out.

The dealer lied and fudged his own water tests, because it is impossible when for over a year that salt has been sitting there and never went down. I have been giving my animals this water as well. $7500 to make my water situation worse. The complaint with NYS attorney generals office has been submitted and there is an investigation taking place.

This is my review left on the dealer:

I am the very unlucky customer number 1.

On the annual service of my equipment Alex came to my house to replace the whole house filter with one that is sized correctly for my house. (This should have been done on install so I didnt have to change filters every month) In doing so he had to shut the water off to my house. In doing so, he forced it and broke the pipe to my well T connection. He was at my house for 6 hours on something simple.

Alex is a great talker and probably a good installer, but he didnt tell me when it happened. I have pictures of the valves before and after, before they were both straight, afterwards the one that was spewing out water was the one on a 45 degree angle. Right at that moment I lost all water pressure to my home. This happened around September 21st.

My RO system wasnt working correctly because there was no pressure in my house. Cerrone, Vito and Chris took multiple trips up to my house replacing parts and pieces of the well T connection instead of just replacing the entire T, when they had the entire T with them. By doing this they created a major blockage to my entire home, which is all pex and pex manifolds. I had to call another plumbing company by Cerrones request, Auchinachie Plumbing (which is a phenomenal company) to diagnose why I dont have any pressure.

Immediately upon their arrival on November 3rd they said the entire well T should be replaced and because of my pressure going over the rated PSI, it punctured *** in my pressure tank. Vito, Cerrones licensed plumber couldnt even figure out the problem and both him and Cerrone were blaming it on the well, and corroded, deteriorating pipes. After Auchinachie plumbing gave me a $2200 invoice to make the repairs, Cerrone didnt want to pay that bill and he took it upon himself to make the repairs when I didnt even want him touching anything else at this point. November 6th, they replaced the damage they created, but I am still having banging pipes throughout my house.

I had to have Auchinachie plumbing come back out to test the water, both at the well and inside the home. I have hard water inside a brand new hot water heater and the acid neutralizer is not working. The Ro system is still having issues. I tried calling rainsoft and after months of dealing with this, I definitely raised my voice and screamed at a few people.

Now rainsoft is telling me there is nothing that they can do. My only option is to work with the dealer Mr. Cerrone Washington, who is avoiding me, not responding, telling me to come after him in court and that hes not worried about it. I literally have a system that stopped working within a year and he is refusing to give me my money back and take the system out of my house.

As a Marine Combat Veteran who experienced no running water or electricity in a combat zone, I deserve to have clean fresh water that I paid for in my home. I already reached out to the NYS Attorney Generals office and filed a complaint. If youre a veteran I would never hire this company, they will fight you tooth and nail on everything, blame their mess ups on everything else and take no responsibility. While the water was barely trickling out of my kitchen sink and no water out of my showers upstairs, Cerrone, someone who isnt a veteran, let alone a combat vet told me, You were in the military, come on, you can wash up in the sink.

Meanwhile Im running a business too and need to shower and wash clothes. All things I couldnt do for over a month. Rainsoft doesnt care about the situation and neither does Cerrone, which is why Im not taking the cleanest showers that I should be taking because of a faulty system that I paid for and now everyone is running away and refusing to give me my money back. I spent, Halloween, Thanksgiving and soon to be Christmas dealing with this nightmare when I shouldnt be dealing with any of this at all.

How you charge someone $7500 for a system that doesnt work and then stop responding is crazy.

I will be pursuing legal action. Do not hire this company or use rainsoft products, they dont work.

Loss:
$999999

Preferred solution: give me all brand new equipment with a brand new hot water heater and flush my house of all of the hardwater that’s still in everything, including my boiler

User's recommendation: Never use this product ever

RainSoft's reply to: No Emergency Phone Number

Hi Sheri,
We apologize for the difficulties you are experiencing. Unfortunately we only show one RainSoft customer registered in your area, so we're not too sure who sold/installed your system. The nearest RainSoft dealer we currently show to you is Simply Water in Zionsville, IN. tel# 317-969-7755
Kind Regards
RainSoft Customer Service
Sheri B Nps

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

No Emergency Phone Number

Our basement is flooded the water softener is unplugged & still pouring water out of it. We have no one to call.

Preferred solution: I would like this problem fixed now at no cost.

RainSoft's reply to: Cancel service

Hi Williamson,
We appreciate your feedback and request that you contact your local RainSoft dealer who sold and installed your system - Coastal Energy, Water and Air, located in Pompano Beach (tel# 954-333-3336). They can address any issues you may be having with your RainSoft equipment.
Thank you.
RainSoft Customer Service
Williamson J

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Cancel service

I don't like the way the water is, specially when I'm showered it's so slipped and left dirt in the toilet bowls and since the air conditioner never stops working even on auto. I really don't like it on my ski that's why I unplugged the the tanks outside

Preferred solution: Just cancel the service

RainSoft's reply to: No pressure in my reverse osmosis drinking water system

If you are experiencing pressure issues from your reverse osmosis, it may be time to have your filters changed or air may need to be added to the storage tank. Your local RainSoft dealer can assist you with this. Please call Anderson Water Systems, located in Rochester, NY. (tel# 585-385-6610). For additional assistance, please feel free to call us tel# 800-860-7638.
Thank you.
RainSoft Customer Service
Anonymous
map-marker Rochester, New York

No pressure in my reverse osmosis drinking water system

No pressure getting my RO water into the refrigerator and counter faucet Been Been a customer for over 12 years

User's recommendation: Consider other companies

RainSoft's reply to: Line broke under sink

Hi Tavares,
We apologize for the trouble you're experiencing with your RainSoft product. To schedule service on your system, please call Quality Water Systems located in Houston, tel# 936-756-4999. Please feel free to contact us directly at rainsoft.info@pentair.com with any questions or if you're needing further assistance.
Kind Regards.
RainSoft Customer Service
Tavares J Hhl
map-marker Tomball, Texas

Line broke under sink

Water line came a loose under the sink and water ran out rapidly I turned system off for now to see if it can be repaired

Preferred solution: Fix a leak

RainSoft's reply to: Lack of Results

Dear Mel,
We appreciate you notifying RainSoft of the issues you experienced with the Cleanstart and apologize for the inconvenience it has caused you. We're happy to hear our distributor in Tempe, Arizona was able to work with you to find an amicable resolution. We have found the CleanStart has been a reliable laundry product that has been used for many years both residentially and commercially. It is designed to add oxygen to cold water which improves cleaning power and ideally reduce the amount of detergent and the need for hot water in the washing machine.” We are sorry this system did not work for you.
Kind Regards.
RainSoft Customer Service
Mel P Bbm

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker San Tan Valley, Arizona

Lack of Results

On 10/02/2021 we had an in-home water quality demonstration with Ray Pauchek. We were very impressed with his knowledge of the areas water quality and the capability of your systems.

Using less soaps and detergents along with not having to use rinse aids in the dishwasher is exciting! We readily agreed to a treatment system and were advised that you guys would come back out to retest the water after installation. I started gathering all the laundry soaps, scent boosters, fabric softeners and dishwasher rinse aids to give away.

We were also sold on your CleanStart system and immensely excited by the technology! Ray explained how you really only need to use the rinse cycle on the machine for optimal cleaning, that he has not used laundry detergent or fabric softener in years and that clean clothes shouldnt smell like laundry soap or fabric softener if they were truly clean.

Understanding the concept of NOTHING left behind in the fabric after washing was eye opening and we told everyone we knew about it.

Installation of both systems was a rough day. The installer advised that the sales consultant (Ray, Im assuming) did not advise the distance from the water meter correctly and that they would have to leave and come back after they finished another scheduled job. They were out front, in the dark, digging a trench until nearly 11pm that night.

I started noticing that the dishes were soaking wet after the heated dry cycle ended in the dishwasher and contacted our home builder because it is a brand new home, with brand new appliances. They opened a ticket with Samsung and we were advised that the dry cycle does not work without using a rinse aid in the dishwasher so now Ive gone out and purchased more Jet Dry, since we obviously need it.

I started noticing that some of our clothes smelled funny kind of like sweat, kind of musty, kind of like when you leave them in the washer for days before putting them in the dryer.

I did a deep clean/sanitize cycle on the washing machine. I released the drain on the bottom of the machine and scrubbed it out. I bought a special washing machine cleaning kit. I became neurotic about the time clothes sat in the washer before being transferred to the dryer.

All of these things I tried over time and through the holidays and vacations and life in general, to no avail. I then figured Id have the conversation with Ray (or someone else) when he came back to retest the water for quality. That never happened.

I reached out with my concerns on 1/4/22 (holidays are over, family has all flown back to where they live, husband is recovered from surgery, oldest daughters wedding is over and life has settled down). The person who answered the phone said Hello, like I was calling her personal phone, no business name, not how can I help you, just hello.

She set up an appointment to have a technician check the CleanStart and to perform the retest on the water.

I was not able to be here when the technician came out but my husband and adult daughter were. The technician checked the CleanStart and advised that even though the sales pitch is that you no longer have to use laundry soap, him and his boss advise that you still use it to get your clothes clean. He advised that he would have his boss or someone reach out to me to further explain and left the house without testing the water.

Now, Im upset. No one has called me.

Im using the (diluted) super concentrated laundry soap in my washing machine and my clothes still smell. Im purchasing scent booster products and my clothes still smell. Im switching to a quick wash cycle in the washer and then a full normal cycle in the washer and my clothes still smell. The only way to get rid of the smell is to run the washer with hot water effectively bypassing your CleanStart product.

So who lied?

Did Ray lie about the CleanStart system in his own home? Did the company lie about how this system is so great that even Marriott hotels use it? Surely, the whole sales pitch (as your technician called it) cant be a lie, can it? THE MONEY-SAVING, ECO-FRIENDLY, DETERGENT-LESS LAUNDRY SOLUTION on the cover of your pamphlet cant all be untrue, can it?

Is anyone ever going to come back to retest the water?

Is someone going to come out and fix this CleanStart to make it operate as advertised or is someone going to refund our money and come pick this thing up?

Now, I am not going to say Im one of those customers that screams Im going to tell everyone I know about it about this bad experience BUT your company is well aware of word of mouth, which is why you have such a robust Rainsoft Ambassador Program. Six units within three years = 100% reimbursement of all equipment is a pretty good referral program but I highly doubt the eight homes under construction on my street alone will be getting the sales pitch from me.

Pros:
  • Product description
Cons:
  • Product quality and representation

Preferred solution: Let the company propose a solution

User's recommendation: Just don’t

RainSoft's reply to: Trying to purchase another system

We're currently looking into this matter with our dealer in California. It appears the customer purchased a system in a different state, which we don't know how long ago that was. As the manufacturer of RainSoft, we offer many different systems from treating water to purifying the air in your home to detergent-less laundry solutions. We're not sure what equipment the dealer included in their quote,
but they have assured us they are looking into this and will continue to work with Carley. If you have any questions regarding this post, please feel free to contact us at rainsoft.info@pentair.com.
Carley L Fhu

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Trying to purchase another system

Charging me double than my 1st Rainsoft equipment. Manager was nasty disposition. I let him no I will get a Rainsoft system.

Preferred solution: The complete system under $9000.00 I am a disabled Veteran on a fix income.

User's recommendation: Right now not good, I rather wait

RainSoft's reply to: Drinking water tank not filling up

Hi Charlette,
To better assist you, please feel free to contact our Technical Support so they may trouble shoot with you over the phone. Our Technical Support is available M-F, Tel# 800-860-7638. Or, if you prefer you may call your local RainSoft provider located in Houston, Quality Water Systems, Tel# 936-756-4999.
Kind Regards.
Charlette S Shv

Drinking water tank not filling up

We changed our faucet and now the drinking water tank is not filling up. There is water flow and the tank has pressure

RainSoft's reply to: Lousy service, unreliable

We are very sorry for the difficulties Mr. Garrison has experienced with our RainSoft provider. After addressing this matter with our dealer, we understand there appears to have been some miscommunication with the appointments that had been scheduled. Either by the dealer not being able to confirm an appointment on the scheduled day or the cancellation of an appointment. Either way, we are very sorry for the frustration this caused Mr. Garrison.
AlanC G

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Lousy service, unreliable

After having a Rainsoft system installed, Rainsoft disowns you. I have been scheduled 3 (Three) times for an annual service check.

Three times they failed to show up. Calls are ignored or I get transferred and the lines goes dead. Everyone I spoke to said I have the wrong department and transferred me to someone else. This is the WORST company to do business with.

Putting it mildly, Rainsoft SUCKS!

You can take this post for what it's worth, you've been warned. I will NEVER purchase any product from Rainsoft again.

User's recommendation: DO NOT USE RAINSOFT FOR ANYTHING. THEY'RE HORRIBLE!

RainSoft's reply to: Servicing

For service on your RainSoft system, please contact A&B Marketing to schedule an appointment.
A & B Marketing, Inc.
6500 Bowden Rd Ste 220
Jacksonville, FL 32216
Phone: (904) 268-0033
Kind Regards.
Aston Ird
map-marker Orange Park, Florida

Servicing

I need servicing for my RainSoft unit.

RainSoft's reply to: Lifetime warranty we found out after sale costs us $165.95 a year to keep warranty!!!!

Our dealer in Florida met with the customer last week to address his concerns. The tech explained the warranty on all of the products installed and informed him he can change the filters himself if he prefers. The customer was given the address to his local RainSoft office for any future needs. The customer seemed satisfied now that we have taken the time to explain the warranty and the options available to him. If you have any questions regarding this post, please feel free to contact us at rainsoft.info@pentair.com.
Peter G Cru

Lifetime warranty we found out after sale costs us $165.95 a year to keep warranty!!!!

One year to date, on the purchase of our $4000.00 RAINSOFT water purification system and

Reverse Osmosis System we needed a tune up which would COST US $165.95 and $205.00 for new filters on Reverse Osmosis . WHAT????

At 1 year old? Are you kidding me?

Thats what we get for our lifetime warranty?Totally blew this in our sales pitch.

EVERY YEAR !!!! Who pays for a FREE LIFE TIME WARRANTY?

Consumers who buy from RAINSOFT!

User's recommendation: ASK A LOT OF QUESTIONS, GET YOUR ANSWERS IN WRITING

RainSoft's reply to: I need to speak to a live person

We reached out to our dealer who services Auburndale, Florida and confirmed a service appointment has been scheduled for 11/24/20. We apologize for the frustration the customer experienced with this matter. If you have any questions regarding this post, please contact us at rainsoft.info@pentair.com.
Rosa S Gcv
map-marker Auburndale, Florida

I need to speak to a live person

I need service and the customer service number just keeps making stupid offers I am not interested in. I need to speak to someone regarding service on my water softener!!!!!

RainSoft's reply to: Would like to get rain soft service and account activated

Our dealer in New Castle, Delaware spoke to Ms. Best the other day to see how they can help her. She said it's already been taken care of and has an appointment set for next Wednesday with someone else. We are not sure what the medical alert is in reference to.
Yolanda B Nlm
map-marker New Castle, Delaware

Would like to get rain soft service and account activated

Person selling Medical Alert Rain soft was not on the line

RainSoft's reply to: Disappointed in "lifetime" warrenty

After reviewing this with our distributor in Florida, it appears the chlorine level in the customer's water supply was high enough that it was effecting the performance of the softener. To best address this problem, it was recommended the customer add a whole house carbon filter in order to remove the chlorine so this problem wouldn't reoccur again, and more importantly so their water is free of chlorine.
Janice M Wdf

Disappointed in "lifetime" warrenty

I'm disappointed that my RainSoft unit died out less than 5 years of having it installed, I needed to replace it for another $1200.00 and I'm not very happy.

Loss:
$1200

Preferred solution: Price reduction

RainSoft's reply to: Reschedule appointment

We apologize for any inconvenience the service call caused. Please feel free to contact us at rainsoft.info@pentair.com with any questions or if there is anything we can address with your local RainSoft dealer.
Ayesha Pyg
map-marker Dover, Delaware

Reschedule appointment

Service person came 30 min earlier and didnt call

Contact Information

Website:
www.rainsoft.com
Mailing Address:
101 S. Gary Avenue Roselle
Roselle, Illinois 60172
United States
Phone:
(800) 621-0660
Contact RainSoft Customer Service

Latest Question

I WANT TO KNOW WHY IS MY SYSTEM PEEPING AGAINNNNNN.JUST HAD A REPAIR MAN LIKE 6 MONTHS AGO. CAN N OT AFFORD THIS.

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