SoftPro Water SystemsReviews of softprowatersystems.com

Response from SoftPro Water Systems· Sep 7, 2026

Hi John, It was a pleasure speaking with you recently, and I’m glad we were able to discuss your concerns and get the issues you were experiencing addressed. We appreciate you taking the time to speak with us and giving us the opportunity to work through the situation with you. Our goal is always to make sure our customers have the support they need, particularly when they are working through installation or system-related questions. If you need any additional assistance, please don't hesitate to contact me directly. I’ll be happy to help. Thank you, Heather SoftPro Water Systems

Response from SoftPro Water Systems· Sep 7, 2026

Hi Kristina, It was a pleasure speaking with you recently, and I’m glad we were able to get everything straightened out and resolve the concerns you had. I would also like to clarify one important point in your review for anyone who may come across it. SoftPro Water Systems is not based in France and has never been a France-based company. We are a family-owned and operated, U.S.-based business since 1990, born and raised in the United States, and we have been serving customers in the U.S. on the internet since 2001. We appreciate the opportunity to speak with you directly and work through your concerns. During our conversation, you mentioned that you would update your review once everything was resolved. When you have a chance, please consider updating your review so that it reflects the resolution and our conversation. If you ever need anything else, please don't hesitate to contact me directly. We’re always happy to help. Thank you, Heather SoftPro Water Systems

Response from SoftPro Water Systems· Aug 14, 2026

Hi Courtney — We are sorry your installation didn't go smoothly, and I understand the frustration of paying a plumber for a visit that couldn't be completed. I'd like to share what happened on our end. Your system ships in multiple boxes. When the order left our warehouse, you received tracking and an email confirming how many packages to expect, and each box is labeled "1 of 4," "2 of 4," and so on. We also send a post-purchase email asking every customer to verify all boxes and components have arrived before scheduling a plumber — specifically to prevent the situation you ran into. Unfortunately, the carrier lost one of your packages in transit, which is outside our control. Checking the labels and tracking against what arrived would have made the missing box clear before that first service call. Once you did contact us, we moved quickly: the replacement parts you reported missing shipped in under 24 hours, and carrier tracking confirms delivery within three days of that call. We sent exactly what was reported to us — no additional missing items were mentioned during that conversation. As for the part you're looking for now, it isn't included with the ELITE SMART HE system. It's a separate add-on purchase, which is why it wasn't in any of your boxes. I also hear you on the phone experience. We use an automated assistant to route calls and capture messages when our team is with other customers, and every message goes to a real person who returns the call — but I understand that waiting for a callback when you already have a plumber standing in your basement isn't what you needed. That feedback is fair and we're taking it seriously. — The SoftPro Water Systems Team

Response from SoftPro Water Systems· May 27, 2026

Charlie, we’re sorry to hear about your frustration and appreciate the opportunity to provide additional context for anyone reading this review. Your system was purchased and installed as a residential water softener for hardness reduction on municipal city water. Since installation, our team has spent considerable time assisting through emails, calls, troubleshooting, and follow-up support in an effort to help determine the source of the discoloration concerns being reported. On May 20, 2026, we sent a detailed follow-up email explaining that Eagle Lake has publicly documented municipal water discoloration and manganese-related water quality issues. Public city documents and state resources reference manganese, discoloration, staining, and treatment infrastructure limitations affecting the municipal water supply in the area. In that email, we also explained that: a standard residential softener is designed primarily for hardness reduction, it is not a dedicated municipal manganese or discoloration treatment system, and replacing a control valve and resin alone would not necessarily resolve a municipal water condition issue. We additionally advised that if manganese fouling had occurred, cleaning products such as Iron Out may help restore performance before considering unnecessary replacement of new components. The system itself has continued to test and operate within expected parameters for hardness removal. Claims regarding sizing and specifications were also reviewed internally and do not match the allegations being made in this review. Regarding returns, our warranty and satisfaction policies do require an approval and inspection process for systems that have been installed and used. That process was explained in writing, along with the return preparation requirements. We understand your frustration and have continued trying to work toward a fair and technically accurate resolution throughout this process. Our goal has always been to help determine whether the issue is equipment-related or tied to the publicly documented municipal water conditions affecting the area. — The SoftPro Team

Response from SoftPro Water Systems· May 14, 2026

Hi Rick, thank you for sharing your feedback. We take all customer concerns seriously and want to address the timeline and facts as we have them on record. We have no record of contact in May 2025 — our first documented interaction is from September 2025, at which point troubleshooting was performed and the system was found to be functioning as designed. We want to be transparent about this because the return window is an important part of the timeline in question. Following that, our team continued working with you in November 2025 and again in January 2026. In both cases, our technician requested that a water test be completed to verify whether the system was underperforming, as this is a necessary step before any further action can be taken. That water test was not completed at either of those times. We understand that can feel frustrating, and we are not dismissing your concerns. The troubleshooting process exists to ensure we accurately diagnose any issue — not to delay resolution. We are pleased that when water test results were finally submitted, our team promptly agreed to send replacement media for your systems. That reflects our genuine commitment to making things right when we have the information needed to act. We do want to address the claim regarding the manufacturer's email. We are not aware of any communication in which the manufacturer advised that the units sold were defective or unsuitable — if you are able to share that documentation, we welcome the opportunity to review it. We regret that this experience has been difficult, and we remain committed to a fair resolution.