Monarch Water is exceptionally well-rated by customers. Customers particularly appreciate service and professional, though some mention concerns about customer service and expensive.
The water softener has been installed for 10 months. During that time there have been a couple of separate issues regarding it's operation reducing the softening quality. On both occasions Monarch have been very supportive and on both occasion have rectified the issue effectively with minimal fuss. Overall the unit is excellent and so is the service that I have received from Monarch.
Dom fixed the issue with my softener and gave a full explanation of what had caused the problem. Very happy with the service from Monarch, I highly recommend using this company.
Dom arrived on time was very polite and got on with the service I had book very knowledgeable working very cleanly did his tests all ok after his work thank you Dom
Dom turned up on time and diagnosed/replaced the faulty valve quickly. System back up and running in less than 15 minutes.
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www.monarchwater.co.uk412 total • Write a review
Leaked and ruined entire utility after 2 years and 2 months so out of warranty. Biggest waste of money, wish I had paid extra to buy from a reputable company. Called as per reply and was told £120 call out charge. Your water softener has flooded and caused damage why on earth you think it is okay to be nice and say call us to look good and then not help is beyond me. Avoid avoid and buy a more expensive softener from a company that cares re its customers!!
Date of experience: December 31, 2021
Cannot fault follow up service. Water softener stopped working after 18 months. I have a Mini water softener. It is still within guarantee but really not at all impressed with this product. Edit. After I posted the above review I was contacted by a rep from Monarch water. She assured me the product was within guarantee and arranged for an engineer to visit. I found that pretty impressive as I hadn’t reached out to Monarch water at all. Engineer came to repair my water softener. Problem was a small blockage which he soon sorted. Very nice and courteous, called Mick. Was really impressed with his efficiency, came exactly when he said he would and sorted out the problem in 20 minutes. I now have a working softener again. All done under guarantee.
Date of experience: December 18, 2021
I have had a problem with my softener (which till now has been great) giving an error code. I contacted Monarch and they sent an engineer out within a week, who arrived exactly on time and fixed in 0.5 hour. best service I've had in a long time.
Date of experience: December 17, 2021
US
On my second Monarch Midi water softener, not sure what happened to the first, lasted just 7 years and had to buy another. Second one installed by my partner whose fitted these machines for 30 years. Just over 3 years old and this one started to fill up with excessive water. Contacting the service department a friendly lady advised me most people don't bother to have an engineer because it's £120 for the first half hour and £18 every 15 minutes afterwards! So after an hour and a half I would have nearly bought half a new water softener. The guarantee is not worth having after 2 years, I certainly wouldn't buy another and my partner will not be recommending them to his customers! My partner contacted the company and was asked if he was trained by them, after the call he was really annoyed. The shop where we bought the softener contacted a rep who stated it could be a solenoid which is relatively cheap and easy to install. In the meantime I emptied the machine and wiped it out. A litre of water was added and new salt added. I generated the machine 3 times and the dripping into the overflow ceased, so happy I sorted it and saved some money through looking on u tube!
Date of experience: May 29, 2021
My 19 year out water softener, that i was certain had died, has recently been brought back to life by one of Monarch's engineers. Serviced and settings adjusted for £120 with the promise that if it fails within 6 months a new softener will be fitted for around £650 less the £120 I have already paid. Works as efficiently as the day it was installed. What was also pleasing is the company wanted to keep in place what we had and not take the easy swap out option - good for the environment and good for my pocket.
Date of experience: April 15, 2021
US
Monarch Water Customer Service is incredible. I called earlier today to ask for advice, then a very helpful man called Paul called back. He patiently and expertly helped me work out which product was right for me, he then offered to call my installer, and then called me back to confirm he'd spoken to the installer! We're going to buy a Monarch product as a result of Paul and his great service. If the water softner product is half as good as their customer service we'll be doing well!
Date of experience: November 13, 2020
I have a Monarch Midi system which is 5 years old. It has just malfunctioned and filled right up with water, exiting by the overflow. Nothing else is happening and it is dead. As advised by my plumber I have contacted Monarch to request a call out under warranty. I live less than 20 miles from Monarch’s base in Diss, Suffolk. I was told that only parts are covered for 7 years and that labour is only covered for 2 years. As a result I was told that the CALLOUT CHARGE would be £120 for the first hour including the service. The following charge would be at £18 per 15 minutes. I think that £120 is an extortionate charge. You can be sure that their plumber is not earning that amount. It makes a mockery of claiming they are giving a 7 year guarantee. The FULL guarantee is actually ONLY 2 YEARS. Considering the parts are a small amount of a repair I consider the claim of a 7 year guarantee to be misleading. I asked if I could take the unit directly to them as I am so close. I was told over the phone “No that is not possible” as they do not accept repairs direct. They then said, Oh and Covid-19 prevents that. Why bring that up when she has said they do not accept items being brought in directly. Strange considering that shops are open and their plumber is coming to my house. In summary I think that Customer Service from Monarch Water Softeners is VERY POOR and in my opinion I would advise CAUTION in respect of Monarch Water Softeners that CLAIM A 7 YEAR GUARANTEE. I consider somewhat misleading in respect of their guarantee which is only 2 Years for full warranty. BE AWARE. I am publishing reports on various media in this respect. Having made a further phone call today (3rd Sept) I was told that the Sales Director Trevor Woods would call me back, as he was on another call. So far I have not had the courtesy of a phone call back. This is not very impressive, so I would urge caution in dealing with this company. My report has been circulated on many plumbers and wholesalers sites. I have had one reply already, and this plumbers says he'll take a note as he wouldn't want any of his clients having to go through what I have experienced.
Date of experience: September 3, 2020
