Harvey Water Softeners

The worse company you can deal with. Take them 3 months to replace leaking tap but partly fitted will old parts so partly not working. Complaint several times but not respond from them. Very bad customer service, it will take you an hour or more to contact over the phone, but than any way they just promise that they will call back but never happen. I asked to remove the system but even this request is ignored, I'm taking this case to ombudsman service.

They sent the debt collector to contact me years after I had a brief trial period with Harvey, which I cancelled within the trial period (two years ago). Now the debt collectors suddenly contacted me after years of silence from Harvey, to demand over a thousand pounds. Avoid Harvey because they will cause you serious trouble even years after you had a trial or contract or anything with them!

I got the Harvey softener and water filter about a year ago and was promised that this will save me water. I got my water bill 6months later and it had triple. At first thought this was an issue with Thames water and an engineer was sent out but they found nothing and the only thing that had changed was the Harvey water installation. I called up Harvey and they sent their engineer who claimed I had a leak in one of my toilets. He also installed a meter which would read when water is passing through the Harvey system. Following the advise of the engineer, I changed all the flush system in every toilet (not just the one he claimed but all) to eliminate this being a reason. My next water bill arrived and the water bill I was even higher.

I was airing my apartment and had all windows and cupboards opened after cleaning and I noticed that the water filter under my sink was constantly running. I noticed this because I was working in my kitchen and the noise was running all day. Now all of a sudden, it dawned on me that this is probably the cause of the high water usage because the filtration system was continuously on causing the water softener system to run continuously.

I called up Harvey and was told that because this was now outside my warranty period, it’s chargeable. This is a few days outside of the warranty period.

1. I reported this issue of high water bill within the warranty period

2. The outcome of the investigation of their engineer was incorrect because the meter they fixed did not stop running even after I changed the flush system as advised by their engineer so the excess water usage was not as a result of any leak.

3. My water usage has always been the same. This is a household of 1. In between these period, I’ve had to be away from home for 2 months yet my bill was higher than when I was home for a full billing period.

4. If my flush system was faulty and continuously leaking as their engineer claimed, then my water bill at Thames water would also have been high prior to the installation of the Harvey water system

Aside this issue, the after care of Harvey is generally poor and has been an issue since installation.

1. The sales man mis-sold the filter and didn’t explain the differences properly so I ended up signing up for a wrong one. This was later corrected and the order was swapped for the RO filter but Harvey probably did not update their system because I got sent and billed for the replacement cartridge after 1 year. Which isn’t compatible with the filter installed.

2. I called up to raise the mix up and was told I had to send the cartridge back. I wasn’t asking to keep but for Harvey to arrange a collection since this was their mistake. The agent I spoke to hung up the phone and I had to be responsible for the return before my money was refunded.

3. Now I have to deal with a faulty filter which probably has either been installed incorrectly or faulty from day 1 and I was aware of this impact until I receive my water bill. Unfortunately because my bill cycle is every 6 months, this has eaten gone past the warranty period but I did report this incident before then.

I don’t have an issue with the water softener. It does work as stated but the water filter system is a sham and the impact of filteration system on my water usage was left out of their sales pitch and I now have to be liable for their engineer to come out to fix.

I bought a water softener and I am still within the warranty period. My kitchen cabinet where the softener has been installed started showing signs of water damage. I complained to the Harveys customer service and after a lot of follow up, an engineer came to review the damage. The engineer advised that the model which I had was recalled by the company and the customers were given a replacement as this water leak was identified in this batch of water softener. He then replaced the softener and asked me to contact the Remedial department to fix the damaged cabinet. It has been now more than 3 months and I am still chasing the remedial department and customer service but no resolution has been provided apart from sending me from one department to another.

Really disgusted with the service and would advise to be careful while choosing the service.

A faulty copper pipe installed caused water damage over 2 floors of the house while I was on vacation. This soaked walls, carpets, fuse box and various electrical switches over 2 floors.

On reporting this, I was told that no one was available to conduct repairs for another 2-3 weeks, and would incur a hefty callout charge plus materials. Furthermore, that copper piping which normally has a lifetime of 70-80 years was only guaranteed for a year. Mould developed while I was convalescing from surgery affecting carpets, bedding and the entire contents of wardrobe, putting the bedrooms out of bounds.

No action was taken following their eventual assessment of the damage, saying as repairs were likely to cost over £2000 it was with their insurers but refused to back this up with reference numbers or contact details of the insurance company.

Highly disappointed and break of trust and honesty. I recently ordered a softener with a filter and taps. It was installed on 29th June 2023. Due to unforeseen circumstances we are moving out of the house and staying out of the country. So, we have to cancel it and I already notified the team about the cancellation of the items on 3rd July within 3 days from the installation.

The salesperson sold the product to us by saying that we can cancel the agreement within 14 days of cancellation or use their 90-day money-back guarantee to get the full refund. They never mentioned about the filter or taps or about any exclusion and all they said was you will get a full refund.

I have been talking to the aftercare team from Monday for the past 4 days about the refund and no proper response. Now the person I spoke with in the aftercare team is saying that they will not refund the money for the taps and the filter. I also spoke with the manager who was very rude and unkind and said that he won't do anything and his decision is final.

The salesperson who sold me the products didn't mention this nor did the quote/agreement very clearly state this. The quote only lists a list of 6 goods and prices for them but doesn't tell which ones are refundable/non-refundable nor which one is consumable. When I look into the quote/agreement section 9.1 says "The Customer has the right to cancel this Agreement under the Consumer Contracts Regulations 2013 within 14 days after the Equipment has been delivered. The right of cancellation shall not apply to any consumable products" but nowhere it says which one is a consumable product nor explains that.

Also, the salesperson sold the taps saying that it is £516 and she is reducing the price to £390. But after the issue, I found that the same tap is only sold for £350 on Harvey's website. For your note, the tap I ordered is currently not under sale or on offer on their website. Clearly, they mis sold it to me making me believe I get a discount.

Since I canceled the order within the 14 days period under the Consumer Rights Act., I expected Harvey's to refund the full money. In addition to these rights, Harvey's website also says that "Harvey's are happy to refund an order you have placed mistakenly, or where the wrong item has been ordered, up to a period of 14 days after you have received the order"

Without looking into any other companies in the market, I went for Harvey's because of its reputation and good name. I expect Harvey's to uphold trust, loyalty, and customer values and concern and it is disappointing to go through this process and how customers are badly treated with contempt. I hope Harvey's understands my situation and arranges the due refund and helps to ease this situation. Going forward it would be helpful if this is clearly explained to the customers by the salesperson and the quote clearly mentions it so that situations like this can be avoided.

Truly terrible product - Save your money

Truly terrible product. We noticed that it had stopped working during the trial period, it took harvey 4 weeks to send an engineer out who told us that "yeah sometimes they block up, nothing you can do really". It took maybe another 2 weeks to stop working again. I have since asked for it to be removed or as a minimum get an engineer out again, this was 4 weeks ago. I have sent ,multiple emails and made multiple phone calls and I am still waiting to hear from them. The have stated that because it's now out of the trial period they can't offer a refund. I will be taking legal action as I have currently spent £2,000 on a product that does not work.

Hi ,Harvey customer care service is very poor. I had a very bad experience from them. After i purchased my Harvey water softener in six month’s time the lid was not working. I have called a couple of times and reported the issue and the response was that someone will call me back.After a long wait i called them again and asked a reference number or proof of my fault report as an email and the lady who picked the call in the technical service area was very careless and unsupportive.After explaining the bad service she did not care to take any measures . Instead of offering a solution she was okay with me giving a negative review.I am very disappointed with her service and do not understand how a staff can be so irresponsible to their customers especially like Harvey as they claim to be one of UK’s best water softener companies. Staff attitude is like once you have purchased an item they don’t care at all . Please always keep in mind before you buy this product you are never treated the same as before you buy their product. I am not sure whether the company management is aware of these sort of staff behavior. .very unhappy about the service .

Salesman was good, plumber (Charley Hendrix was lovely). They did not tell me before installation that there would be an overflow at front of the house spilling buckets of water. Was told that he could repair it easily by putting a ball joint in. Harvey's didn't allow him to. Unsightly water still spilling from a high building (not discreetly into a drain like they initially said it would) onto the public. Neighbours complaining. Made Complaint which was ignored. When I call always passed from pillar to post then fobbed off numerous times. No attempt to resolve. Sought legal advice from solicitor. Was told I can repair myself and claim money back from them based on the fact they did not tell me that would happen re water spillage from overflow. I purchased equipment outright so could not get rid of it. Very disappointed in the company. On top of that my phone blocked one of their numbers and marked it as spam. Very poor after care despite it is still under warranty. I wouldn't recommend to a friend. Nightmare.

Waiting since March 2022 On;l;y Hard water

Called many times Giving 6 weeks appointment No Results