16402 N Florida Ave, Lutz, FL | Directions 3354928.104588 -82.460689
Worst Customer Service and VERY Shady Practices – This company has the worst customer service of any business I have ever dealt with in my entire life and they lie every step of the way. We purchased what we thought was a Kinetico system from them. We paid just over $6,400 for a Kinetico water softener, tannin unit, chlorine injection system, and an under the sink drinking water filter. We were told that the system has a 10-year warranty. After two months, our garage flooded and destroyed many of our personal possessions because the installation was not done properly. They did some correction but it took a month of asking to get them to come back out and correctly finish the installation. During month four, the system was no longer functioning because Superior did not set it correctly to filter our water. Later in month four, the system shut down because it could not handle the burden of our water any longer. Superior Water installed the wrong system for the type of water that we have. They told us that they had been out to service our system too many times and would not be coming out any longer. Yes, after four months they were now refusing to come out and service a system with a ten year warranty. After many phone calls and much time they finally came out to honor their warranty. In month eight, valves jammed and gaskets broke and the system shut down again. A year after installation, valves and gaskets started having problems again and we had to manually shut the system down for two days while we tried to get them to come fix it. When they did, they gave us a bill for $97. I disputed the bill because our system was under a 10-year warranty. Joann in the office lied, telling me that she had informed me over the phone there would be a charge. I told her that I this was the first time I had spoken to her about this service. She then backpeddled and said she left me a message which I know that she did not. I asked her why I was getting billed in the first place. She said it was because they serviced the non-Kinetico parts of our system which are not under warranty. I was shocked. After multiple phone calls, I discovered that Superior Water had substituted non-Kinetico system components after I paid for a 100% Kinetico system with a 10-year warranty. When confronted, the sales manager lied claimed he personally had informed us of the substitution of lesser quality components during at the time he sold us the system. I would have NEVER spent $6,400 on a knock off with no warranty. I strongly advise everyone to stay away from this company.
Terrible customer service – Superior Water does not believe in custoner service. They sell you a system, tell you it is under warranty for 10 years and they will come out and fix any problems for that 10 year period, then when something breaks (and the softener BREAKS on an annual basis....which is not what I expected when I paid $4,800.00 for it) they say it is not covvered under the warranty and hand you a bill. They do not bother to consult you prior to doing the work, knowing that it is not under warranty. The manager is difficult and argumentative. DO NOT GET SCAMMED BY THIS PLACE! USE ANOTHER COMPANY.
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