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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 2015…
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 – EWT is no longer what it used to be
My last review of EWT was positive – 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 EWT’s customer service. I learned that the company had changed ownership – and ever since, it seems like they only care about making money rather than honouring their original commitments.
It’s 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 I’ve 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.
Absolutely worst company for water softeners. We had ours installed in November 2021 and since then the head which is called the brain of the softener has gone faulty twice, first in December 2022, then again now in July 2024. Even though our unit warranty is valid till November 2031, we have been told to switch to another softener by paying £500, even though its not our fault at all. The customer service said they know its not your fault but it is our process and we cannot do anything about it.
Customer service is appalling
No one answers the phone or emails. Takes 8 weeks to get an engineer to fix the issue. The engineer attending the job is rude, impatient and does a shoddy job. One of their engineers installed the softner. Another engineer comes later and says its a bad job that he won't fix. I have paid the cost of the unit to other plumbers, who don't want to touch the softener. Finally, I don't have a softener and now will be looking for another company. Don't even consider using EWT - it works well. If it doesn't you are on your own,
Terrible company!!! Ordered a DIY replacement water filter for my unit and paid in full. Nearly 2 weeks now and no sign of it being dispatched. Tried contacting company multiple times and still no response. Stay away folks!
***UPDATE 14th August: I have tried every day to request a call-back via the app and have still not heard back. Are they going bust? My water softener is still not serviced despite paying for it. Do not use this company!***
Really sad to post this because EWT were "OK" 10, even 5 years ago. Then the price to service my unit shot up ludicrously.
I just didn't get it serviced but took the easy option and I decided not to go to another company because the EWT unit seemed to work fine. So on the 18th June I paid the silly price to get it serviced and went for the "next available appointment" option... DO NOT DO THAT! We were sent text messages a few times to say that the engineer was on his way, duly made sure somebody was home and nobody came for any of the alerts.
As I've read here, I tried many times to get a call back to get my money back and nobody called. They don't seem to be contactable at all and so I thought they may have gone bust with my money unrefunded.
Then out of the blue I got an email saying they were coming July 17th and I did not hold out hope they'd pitch. Then without warning they actually did arrive today. Luckily my wife had cancelled her appointments to be at home and it is now serviced.
I did not want this service. I wanted my money back but had no choice.
I've Googled how to service it myself in future and although it is a bit of a job, I still need to know how to re-set the timer so it doesn't just go to the "SERV" mode automatically, thus not performing its rejuvenation of the system.
Anybody got any tips on how to hack this?
Avoid EWT for sure if you are thinking of a new water softener but don't be put off by getting one. They are amazing and you will never have do de-limescale your sparkling shower and shower screen ever again. Clothes come out softer and supposedly keep their colours better. I'm afraid I don't have a better company to suggest but I'll be moving on so would value suggestions there too.
Regards and thanks,
H.I.T.
***17th July update: when I got home from work it turned out they HAD NOT SERVICED IT! The guy apparently spent 20 min at our place, replaced the G1 water filter and said something about not having any salt on him and left. We had ordered a bunch of salt but have plenty at home though, so that can't have been the excuse for not servicing the water softener. And do you think that you phone anyone to complain/ get it sorted? Of course not. So just like others who have posted negatve feedback here, I'll have to just go to the app regularly and request a call back, as I have so many times without success***
After failing to tell us about the resin reservoir being near to or at end of life EWT became extremely difficult then impossible to contact.
I did get a call back from "Steph" who was very helpful but the company did not back up her efforts.
EWT are not returning calls, not answering calls and not responding to callback requests on their app.
If you ring them on the Dublin or 0203 number you will be cut off after exactly 4 minutes !!
I would give them 0 out to 5 but TrustPilot doesn't allow that.
They were recently merged with Harvey under the Culligan holding company - don't hold your breath expecting good service !!!
Avoid. Avoid. Avoid.
They’re ok getting the system installed but getting salt out of them, getting an answer to when salt will be available, getting them to return the calls they promise to return is all impossible. We currently have a very expensive canister under our sink doing sweet FA. I would run a mil if I had read these reviews prior to purchase, I hope you don’t make the same mistake.
I would avoid buying any products from this company.
Following a service on the filter our showers stopped working, we reported this to EWT who on first call out suggested it could be the water pressure, Irish Water confirmed the water pressure was not particularly high, so called EWT again to ask to replace the filter, the engineer came out and advised there was nothing wrong with the filter and it didn’t need replacing, the issue with the showers was not down to the filter.
We resorted to calling out a plumber who was able to confirm severe resin build up in the showers was due to the water filter not working properly. When we reported this to EWT first call was disconnected and called again to speak to the manager with no call back. So we have had to fork out for a service which was a waste of time and money in addition to paying the cost of a plumber and the inconvenience of no working showers in the house.
We will be using another company going forward and following other reviews it does look like we are not alone.
I have been calling for a service since mid March and it's now July. I have an annual service contract which I pay monthly for. I have phoned numerous times, I have emailed, I am not permitted to speak with a supervisor or manager, I can't send a request through the website as it keeps telling me all fields must be completed and they are. Everyone promises to call me back with a service date.. Never happens.
I have been calling to get an engineer appointment for the last 3 weeks with no joy, I went ahead to pay for an engineer visit and salt online. My softener has broken down and has been clogging the pipes that supply the house and messed up the pressure of the water that runs into the house as you can feel the particles of the salt, how do we go about reporting this CRAP company, need to get in the regulators as they can sit on monies paid for their services and salt bags without any response. RUBBISH COMPANY MOST LIKELY AVIOD
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