"Learn from my mistake - DO NOT become a customer"

I have come to the end of an 8.5 year relationship with PureH2O. This system is fabulous when it works. However, when it does not (which it often does not), it causes immeasurable stress. Why? Because we are talking water - water leaking in your home or no access to water in your kitchen. Both a nightmare. Look at all reviews from long term customers and learn from our mistake!
The responses to negative reviews from the company are similar to the behaviour I have experienced from mainly CEO Roger Wiltshire over the years - deeply defensive, borderline aggressive and never accepting the bad engineering of the product but always blaming the issue on the customer.
This is basically a hugely overpriced product that looks good and at times delivers a great product but which SEVERELY lacks good engineering and is flimsy and unstable.

I have lost count of all the leaks we have had. But just for illustration below is a summary of the emails I have had with them relating to major issues. Those were mainly issues occurring on weekends - because whenever your kitchen is flooding you grab the phone if possible - but PureH2O doesn't have that service on weekends:

August 2015 - Our Quattreau, whole house filter and water softening system are installed at huge expense. On top of the high installation cost we also do our annual services with PureH2O (Nov 2022 this was £870).
By January 2016, the very sleek looking tap display start malfunctioning. This led to a need to change it in July/August 2016 but in the interim we had multiple days without water in our kitchen. The change of the faulty product was done free of charge.
December 2016 - the tap display again stops working.
October 2016 - just a week after our annual service there is a problem with the RODI making constant noises. PureH2O has to come back to fix.
January 2017 - the water softener system leaks so badly all the power to our house is cut. This happens out of hours (PureH2O does not have weekend or bank holiday emergency service so don't believe the review that states they answer their phone on the weekend - they DO NOT). This leak destroyed the lower 20cm of all the walls in our laundry room because of all the salty water penetrating the walls. We haven't had a working softener since. Despite a few visits, PureH2O never managed to repair the softener and their only offer to us was to install a new one at a cost of upwards of £3,000.
June 2018 - 2 leaks, 2 service visits and yet the leak is not fixed. This time it is the actual tap which needs to be removed to go back to PureH2O to be examined. This leak was so large it left permanent water marks in the wooden floor in the kitchen.
June 2018 - by now the main Quattreau unit has busted and we had a completely new system installed (free of charge). We have been customers for 3 years now and at this point I was so 'anxious' about the quality of the product that Paul Carter (former head of operations) offers me a 7 year warranty on this new unit to give me peace of mind that I can trust it.
March 2020 - The Quattreau is leaking again. On the 8th of March I write the following in an email to CEO Roger Wiltshire: "This simply happens too frequently. And as per the previous instances it is destroying our wooden floor and leaking down to our bedroom causing water damage on the ceiling. If you guys can't ensure this doesn't keep happening we simply can't have the system installed in our home. We have had so many issues with the system around leaking and bursting and breaking that we are quite frankly losing our will to have the system as a result!". This is a Sunday - they respond on Monday and an engineer comes out Tuesday. They want to charge me for the visit. When I call on the promised warranty, Roger Wiltshire brushes me aside in an email writing: "Our systems don't blow up Marianne, a leak could be a simple explanation relating to a drain from your sink that has nothing to do with the equipment". What had in fact happened was said well by the visiting engineer: "This is not a result of use by [the customer] - [the thermostat] has totally sheered away from the fitting and this is a manufacturing issue". Just another example of Roger never accepting the poor quality and flimsiness of his product.
December 2022 - another leak, this time it is the chiller box. It happens just 3 weeks after our latest service. We get an extra charge of £330 to have this fixed.
April 2023 - leaking again. We are away for the long weekend. This leak is so large water doesn't just get to the floor below the kitchen - it gets to 2 floors below the kitchen. Turns out the circuit board of the RODI has broken, causing water pressure to build up so that one of the RODI cannisters burst and water is pouring out. PureH2O takes zero responsibility for the damages caused across our home. Communication with the company has ceased.

"Great tasting, pure water. Responsive customer service"

I have had the Pure H2O Quatreau tap and RODI water purification system for over 10 years and I can honestly say that I love it ! The water tastes great and I always take a couple of bottles of it with me when I go out - so I never need to buy bottled water, which reduces costs and plastic waste.
The single tap design looks sleek and elegant in my kitchen, and my friends love the sparkling water on tap!
I have upgraded my machine over the years and have always had good customer service, responding to any issues in a timely manner and even installing a temporary replacement whilst my machine needed to go in for a service. I believe the company takes pride in their products and service and are constantly improving and developing both.
If I were to move house I would definitely want to install another Quatreau system as ‘normal’ water just doesn’t taste the same!

"First Rate Service"

Pure H2O have looked after our water softener & RO unit for 10 years and they have always been courteous, professional and helpful. Over the bank holiday we experienced a problem with our RO unit and a service engineer was scheduled by Kerry (in her usual superstar manner) and Vlad arrived today. He was knowledgeable, very experienced and worked extremely quickly to determine and rectify the issue (inadequate mains pressure). Because I have a service agreement in place, I received 25% off the pump that was necessary to maintain a stable water supply pressure. Vlad said this issue was becoming more frequent in the SE of England (we live in Maidenhead). Shout out to the PureH2O team for all they do for their customers.

"I have been lucky enough to drink this…"

I have been lucky enough to drink this water for many years. The difference in taste is unbelievable. Its benefits are incredible. I would recommend this water to anyone. Excellent company.

"Great UK company…"

We initially started off with the water purifier system around 2 years ago. In December 2022 we upgraded to the chilled, sparkling and hot water tap. The set up is great and the customer service has been superb. Small teething issue after install but was rectified immediately. I have to say, its great to see quality products designed and manufactured in the UK as well.

"Excellent response to problem."

Following some difficulties PureH2O called me back and came to a very good arrangement to rectify the trouble we had had. My compliments on their customer service.

"Even Better Water Than Before"

I have had a reverse osmosis water purifier machine for nearly 25 years with The Pure H2O Company as I have been aware of the benefits of drinking clean water. Living in London tap water although treated has hidden elements that I'd rather avoid.
On 04/11/2022 we had an new RODI upgrade and the difference even to what we had drank before was apparent. My wife said to me at the weekend she thought the water tasted so much better than before which for me is all I needed to hear that the RODI is a great addition to our health.

"PurityPro purification system is life changing!"

Installation of my new PurityPro purification system has been such a positive experience, from pre-sale, installation & post-install support. The team in general are very helpful but the engineer Eliot Ashworth particuarly stood out to me. He provided high quality service throughout the installation process - gave me advice on what system would work best in my property, provided alternative solutions when we realised I would not be able to proceed with a water softner and tri-flow tap options to help personalise my system. Even when a few plumbing issues popped up he went out of his way to return (twice!) to ensure everything was resolved - excellent customer service!
Almost 2 months since the install and I'm delighted with the system - the purified water is life changing!

"Ongoing issues, on verge of having unit removed however..."

Had an ongoing noise and functional issue with unit for some time, which was really becoming quite irritating, especially the noise as we have an open plan lounge/kitchen.

Customer service from Kerry to get things sorted has always been great. We had several engineers around, all professional and polite but issue still remained.

Finally Roger (MD) came round and installed a new unit...ahh the bliss of having something so quiet and so far works like a dream!
It was a pleasure to have met someone as senior as Roger but so down to earth. We have issues (low water pressure, and badly secured water pipes) both of which are outside the control of PureH2O, however Roger offered solutions that he took responsibility for should we still have issues and left me feeling very reassured that this company and their staff provide the highest level of customer service that I've come across to date.
Thank you Roger, Kerry and team for your perseverance to put a smile back on our faces!

"YOU HAVE TO EXPERIENCE THE TASTE OF…"

YOU HAVE TO EXPERIENCE THE TASTE OF REALLY PURE WATER TO UNDERSTAND THE DIFFERENCE BETWEEN SIMPLY 'POTABLE' WATER - AS SUPPLIED BY YOUR WATER COMPANY AND ABSOLUTELY 'PURE' WATER FROM YOUR OWN REVERSE OSMOSIS FILTER SYSTEM.
THE ATTENTION TO DETAIL IN MANUFACTURE AND THEIR APPROACH TO CUSTOMER SERVICE SETS PURE H2O APART FROM THE REST.
THEIR RANGE COVERS LARGE COMMERCIAL INSTALLATIONS TO SMALL HOUSEHOLD DRINKING WATER SYSTEMS.
THE MATERIALS USED IN THE MANUFACTURE ARE UK SOURCED AND THE VERY MINIMUM OF NON STAINLESS STEEL PARTS - IE THE SEALS AND GASKETS, ARE USED.
THIS MAKES THEM THE UK's LEADER IN THIS FIELD.
THEIR 'CUSTOMER CARE' CONCEPT MATCHES THEIR PRODUCTS - WHEN I HAD A QUESTION, THEIR MANAGING DIRECTOR ROGER WILTSHIRE MADE A PERSONAL VISIT TO ENSURE THAT THE INSTALLATION WAS PERFECT.
THIS ATTENTION TO DETAIL IS RARE OR MISSING IN TODAY'S 'CUT AND THRUST' MARKET PLACE.
I WHOLEHEARTEDLY RECOMMEND PURE H2O AS A LEADING LIGHT IN THIS FIELD - THANK YOU TO ALL THE STAFF AND ENGINERS.