Frequently Asked Questions

My softener ran out of salt. Is there anything special I need to do?
If you add salt to the tank the system should eventually catch back up. Allow up to one week for the water to return to normal. To get a jump on the process, try manually regenerating the softener a couple of times.

I'm moving, and I'd like to take my softener and/or RO with me. Do you move them?
Yes, we do move our systems for a fee as long as they are within our service area. If you are moving out of the area, we can disconnect the equipment and repackage it for moving.  Please call our service department for pricing assistance and to make arrangements.

How high is the water supposed to be in the salt tank?
The water level in the salt tank is normally only a few inches above the grid plate in the bottom of the tank. If water is overflowing from the tank put the softener on bypass immediately and contact the Kinetico service department.

How long is my softener supposed to run for?
As a rule, most residential softeners run for 10-90 minutes depending on the model. Please refer to your owner’s manual for your model’s specifications.

Is there supposed to be water running into the drain all the time from my softener and/or RO?
Water should only be going into the drain while the softener is regenerating or while the drinking water system is refilling the storage tank.

When do I add salt? How much salt should I add?
Ideally you should wait until water is barely visible inside the tank before adding any more salt. How much to add at that time depends on many factors. A good rule of thumb is never add more than a 2 month supply at a time.

What type of salt is required in Kinetico softeners?
You are free to use any type of salt on the market with exception to rock salt.  This type of product is not a cleaned salt and has a large amount of sand and dirt included.  Rock salt can cause equipment malfunction requiring a service call.  Kinetico recommends and provides it’s own branded evaporated salt.  Kinetico salt is found to be of the highest quality of concentration and purity. It is guaranteed not to mush in the salt tank or clog the system.  It is presently sold in 50 and 80 lb. bags and is competitively priced with other types.

How do I know if my softener is working?
Many people describe soft water as leaving a “slick” feeling on their skin after showering or washing their hands. Hard water leaves heavy spotting on clear glasses and buildup on faucets and fixtures that is difficult to clean off without using harsh chemicals. If you’re not sure, just bring a sample (about 8 ounces) from a bathroom faucet to any of our convenient locations for analysis or call the service department to schedule an appointment.

How often should I change my softener pre filter?
In most city water conditions this filter will only need to be replaced about once per year. Well water applications depend on the level and type of sediment present but should be changed at least twice a year. (Note: This is the minimum frequency recommended. Your situation may require more frequent filter changes. If the water pressure in the home begins to decrease through the filter then it needs to be replaced.)

How often should I change my reverse osmosis system filters?
Your RO filters should be changed annually for an average household. The factory states 500 gallons or one year, whichever comes first.  The unit should be sanitized during each filter change due to opening the sealed system to air.  This can be done your self, by using our sanitizing cartridges or by contacting our service department to schedule our factory trained service staff to do the work.

Does the middle filter on my reverse osmosis system ever need changed?
The center cartridge in the system is called the membrane. This will need to be replaced at a minimum of 5-10 years depending on your model and usage.  This can be determined by a simple TDS test performed by our service staff.