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Review summary
EWT Water has mixed reviews from customers. Customers particularly appreciate service and professional, though some mention concerns about customer service and expensive.
EWT system contaminated my water supplybought a water filter system in 2015β¦
We bought a water filter system in 2015 from EWT. In the last two months we have had problems with our dishwasher water inlet filters becoming blocked with a resin paste. Quite worrying because this is the same water as coming out of our taps to use. I couldn't work out where it was coming from. It turns out this resin paste was in fact resin balls leaking from EWT's water softener system. We had the system annually serviced by EWT so not happy that we have been using water contaminated with these resin balls. I have been asking EWT for a service for a number of weeks and still awaiting a response. I tried to remove the softener system from our water supply to find out that no isolation taps were fitted when it was installed.
Not Recommended β EWT is no longer what it used to be
My last review of EWT was positive β I wrote it about 8 years ago when many of my neighbours were installing water softeners from this company. The first few years of use were absolutely fine. We were told that an annual service would keep our lifetime guarantee active. Although the service price increased year after year, it still felt like a good deal.
Two years ago, I had my first issue with the filter. A technician came out and repaired it without any problem or charge. Unfortunately, in January of this year, the filter started leaking those small resin beads into the system again. This time, I was told the warranty only covers labour, not parts, so I had to pay for the repair.
At the same time, several of my neighbours also began to complain about EWTβs customer service. I learned that the company had changed ownership β and ever since, it seems like they only care about making money rather than honouring their original commitments.
Itβs a real shame that such a good company with excellent service in the past has gone downhill like this. Never again.
Very disappointing customer service. I was instructed to contact them via the email address provided, which I did. However, it has been 48 hours, and Iβve received no response whatsoever. This level of service is unacceptable and reflects poorly on the company.
Matthew, (service engineer) serviced our unit in March 2025. We have no hesitation, whatsoever, in recommending him. His courteous manner in answering our relevant queries was excellent. A very satisfied customer ....will definitely ask him to service our unit again.
I have been with EWT for about 5/6 years now without a Problem. They recently changed hands and failed to provide me with a suitable date for the Filter change & Annual Service, which I had already paid for. I then cancelled my Direct Debit and asked for a full refund. Still waiting! Do not bother, completely useless....Grrr..
I have ordered Salt from this company, normally for any deliver from anyone to reach UK(Midlands) even from China wont take more than 4 weeks. But to get 10 bags of salt they dont know the likely date when they can deliver it. We are on 6 Feb 2023 already 10 past my order and now after I have been chase them up one person on the call says they may now a date my end of feb when they can deliver it. Worst case it can be delivered by early March that to if they have any orders in my area as it is a RED Zone. This company is operating from Ireland so it is harder for people to get anything from them. Please stay away from this company.
Stay away from this company! I had to take two days off from work, eagerly awaiting an engineer to come and replace my filter. To my dismay, without any prior notice, both appointments were unexpectedly canceled. What's worse, I am still waiting for them to arrange a third booking. As if that wasn't bad enough, the customer service assistant I spoke to was incredibly rude and disrespectful towards me.
** BEWARE THE BUYER **
READ ALL THE POOR REVIEWS BEFORE USING THIS COMPANY
The engineer who serviced my 80yr old mum's water softener casually told her as he was leaving "you might have a problem with your hot water in the next couple of days" when he absolutely knew he had literally broken her boiler by contaminating her water supply with resin which then blocked the pipe to her combination boiler rendering it broken and her with no hot water supply during the coldest days this month.
He had released resin into the supply which immediately went to the boiler and blocked it. See the pictures attached the this review. Our plumber said he has "never seen anyone do this in his 20+ years of plumbing!
He 100% certainly knew she had NO HOT WATER when he told her she 'might' have a problem.
He also told her she'd need to have the "filter checked by a plumber" What filter??? The only filter anywhere near her boiler is a mag filter for the sealed heating system.
This company employs engineers with literally no knowledge of plumbing whatsoever.
The so called engineer also left this resin all over the path outside my mum's house, my daughter slipped on it and injured herself taking my mum's bins out. It looks like sand but it is resin. The softener itself now looks as though it's been smashed about and is scuffed and filthy.
My parents had this water fitted around 12 yrs ago. They have consistently had limescale in their washing machine and toilets, so we think it has only been connected to the cold feed heading to the boiler, I have spoken to them about it countless times, however they've been palmed off by service engineers. They are elderly and vulnerable (my dad died last month) and I just think they've been lied to by the company.
We paid Β£80 for the plumber to 'back flush' the boiler to flush out the resin contamination. At first he had thought it might need a boiler replacement but was lucky to be able enough to back flush it to remove the resin. He has never had to do this and has never come across this in all his years. EWT clearly employ people who do not know what they are doing.
My parents have also had excessive water bills over the the last few years, so bad the water company had been to check for leaks but I suspect the water filter is at fault - possibly flushing more water than necessary.
The company refused to speak to me, promising to call back and not calling back then after repeated calls I eventually got a text denying any liability for the boiler problem...
"Hi,
When the resin expands, it releases small beads which clog up the pipes meaning the pipes would have resin in them and this is what's causing no water. The softener is now fixed, the engineer put in new resin and secured it. In our terms on our website the expansion of resin is due to the chorine levels in the main water supply so we do not take responsibility for the pipes being clogged. You would need to have a plumber flush the system.
Thanks,
EWT"
They say the softener is fixed but they claim it was never broken so what did they do to it? They engineer seems to have had a major issue with the resin resulting in it being all over my mum's outside pathway.
I'm leaving this review here and everywhere I can find to post it as they will not speak to me about my complaint, sending a text message instead.
Absolutely disgusting practice and service. I do not recommend this company to anyone.
I have had a water softener in my household for 16 years, it works perfectly and I have never had it serviced. I completely challenge the need for an annual service at a cost of Β£20+ a month. Plus the bags of salt have magically shrunk from 25kg to 15kg but they deliver the same amount of bags in the service contract and as they did when it was 25kg - this is a 40% reduction in value for money.
All in all this company appear to have preyed on my elderly parents, acted irresponsibly in terms of my mum's safety and welfare needs, leaving her with a dangerous pathway and no water supply.
Using Ewt water softener for a few years with a 10 year warrantee but a resin leak recently blocked by hotwater system and boiler for which I had to spend over Β£500 to repair but EWT didn't want to know and blamed chlorine in the water.
This is pretty poor behaviour by EWT and not taking accountability of their poor products.
I am a customer for many years, but recently the company had let me down twice (November 2023 & January 2024). I had my appointment booked for filter replacement and on two occasions it has been cancelled during the appointment window! Won't be using their service again. Don't waste your time and money.
I am frustrated with this level of service and waiting period from EWT. The engineer visited and he donβt fix anything and after that the salt is bridging all the time. EWT salt is being used and still the same. Did hot water, used stick but the salt stays solid. And the waiting time is 45 days? The whole purpose of water softnerer has been lost.
The water system is great. This is money well spent, the drinking water is very soft and clean. When you take a shower, my skin is not dry like it used to be and my hair is very soft. I recommend everyone to wear EWT Water.
We have had a terrible customer service experience this year with EWT. This is in stark contrast to previous years so it would seem their focus is no longer on their loyal customers. We had 3 scheduled services cancelled at short notice, were assured they would be rescheduled but we had to chase up ourselves to reschedule. We spent a couple of hours over and back sorting out the payment ( no fault of ours) to then be told on the day of the eventual service being carried out that there was no record of our payment. The service guy was very rude, as was the customer service agent on the phone when we rang to explain. As it transpired, it was EWTs mistake. We weren't even offered an apology. I emailed a complaint which has also fallen on deaf ears. I would not recommend whatsoever.
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