Ask Past Customers the Right Questions: A Reference Check for Water Treatment Companies

A reference list the company picked tells you only so much, so build your own check around how the provider handled problems after the install.

A company's reference list is a set of people it chose. That does not make the references dishonest, but it does mean the list shows the best of what the company has done. A useful reference check asks for a mix of customers, then asks questions that reveal how the provider behaves after the crew leaves.

Ask for references you can judge over time

Ask for at least a few customers whose equipment has been running for more than a year. Early problems and later problems look different, and a reference from the first few weeks cannot tell you whether the equipment still performs well or whether the provider still answers calls. If the company offers only recent installs, note that and ask why.

Questions about the install

Ask whether the work matched the quote and whether any change orders were needed. Ask whether the crew arrived when promised and how they communicated delays. Ask whether the person who did the install was the same person who came back for any follow-up. Ask whether the installer explained how to operate the system and whether they left written instructions.

Questions about service and warranty

Ask what happened the first time something went wrong. How long did it take to get a response? Did the provider come out, and was the problem fixed on the first visit? Ask who handled the warranty claim, whether the customer had to chase it, and whether any part of the claim was denied. These answers tell you more than any description of the equipment.

Confirm the paperwork

Separately from the references, ask the provider for proof of license and insurance, and confirm the license with the city or county that issues it for your address. Ask for the written warranty and read the terms on labor and parts separately, since many warranties cover one but not the other. If the provider tested your water before recommending equipment, ask to see the results.

Where to look for an independent view

References from the provider are one input. To see how we evaluate providers before publishing a rating, read our review methodology and editorial criteria.