Be prepared for dissappointment if something goes wrong.
After over a year and a half of back and forth with this company, we unfortunately hit an impass. My wife originally contacted them regarding hard water issues that we were having. Our town is on a well system and we have some sensitive appliances that needed protection, as well as a fresh bathroom remodel that we wanted to keep pristine. Our sales person was nice enough. He met with my wife at first and then again over the phone with me. He recommended their STO system. After a week of deliberating and an offer for discount, we said 'yes'. I was aware that they had different systems but was not aware enough to ask questions up front. For our part, we knew that we had hard water and they said they were the experts. On the day of install, they apparently brought the wrong system and needed to reschedule for the following week. They returned on Monday and performed the installation. After the installation was complete, the tech walked me through some of the talking points. He let me know that the system they installed didn't need to regenerate like a traditional salt based system. At that point, I had a lot more questions and became curious about the technology. They scheduled a call for me to speak with one of their installation manager and engineers and on that call I was assured that what we received was actually far superior to a salt-based system. Unfortunately for us, it was not. After a few months of the install, it became exceedingly apparent that the system wasn't helping us at all. The scale build up and mineral deposits were worse than ever. (We actually had a failing salt based softner before.) Our sales person had promised us a 30 day follow up and retest of our water to confirm the system was functioning as intended. That never happened. We called after about 90 days to get someone out. They did run a test and indicated that, while we still had very hard water, the system that was installed was working 'as intended'. Further discussion uncovered that what we had was a 'Conditioner' not a 'Softner'. Upon further review, it turned out that our contract was actually written up for a Softner (STO) as opposed to a Conditioner (CTO). That's what we had in writing. This began a back and forth with the company that has lasted for over a year now. Ultimately, rather than simply replacing the system that they (mistakenly installed) with the correct item, they are now blaming us for 'changing our mind' and requesting the CTO. Again, I knew nothing about how these systems functioned and I certainly did not request anything different than what they had originally suggested. In the end, the company has refused to make this right, although they have acknowledged that we never should have had a CTO installed and they do not have in writing that we requested a change. Now I am faced with the prospect of replacing a $6000 system that hasn't worked for us with one that will. Buyer be aware.