Christina
Posted
I got their Softer/ filter whole house…
I got their Softer/ filter whole house system and all was good with payment/delivery, etc. I did have a little issue with the plumber stating that it needed to be delivered upright for it to work and returning the system may be a safe idea. SoftPro reassured me that it was a common concerned that customers had, but if I wanted a refund I could go ahead with reaching out to that department since it was unopened and delivered under 2 weeks ago, but would need to pay for shipping it back. I filled their online form and sent the email, and they never responded. I took the risk and got a different plumber and all is good the system works fine. My only issue with the SoftPro company, is they did not know I went ahead had it installed and they never returned or responded to my request for returning it. I worry if I do have an issue the company will ghost me again.
Response from SoftPro Water Systems· Jun 18, 2026
Christina, thank you for being candid — and we're genuinely glad the system is installed and working well. You deserved a follow-up and you didn't get one. That's on us, and we're sorry. There was a gap in our inbox access at the time your email came in that meant it wasn't seen — that issue has since been corrected. But we also recognize that Jason's assumption that no news meant good news wasn't the right call on our end. We should have checked in proactively to make sure you felt supported through the process. What we want you to know going forward: Jason is aware of your order and your experience, and you now have a direct line. If anything comes up with your system — any question, any concern — please call us directly rather than the general email. We want to make sure you never feel like you're waiting on a response again. The worry you mentioned about being ghosted in the future is valid given what happened, and the only way we can address it is by showing up differently from here. We intend to. Thank you for taking the chance on the second plumber, and for giving us the opportunity to do better. — The SoftPro Water Systems Team