Star ratings tell you little on their own. A provider with a few excellent reviews and a few poor ones may still be a good choice, and a provider with a high average may have a pattern of missed visits hidden in the text. Read the reviews for what they describe, who wrote them, and whether the same complaint keeps returning.
Count the repeated problems, not the stars
Scan the lower-rated reviews and note what goes wrong. If several reviewers describe the same thing, such as missed appointments, unexplained charges, or a unit that was never explained at handover, that is a pattern worth weighing. One angry review is a single report. Several with the same story are a signal.
Check what kind of job the reviewer had
A review of a new install, a service call, or a salt delivery describes a different part of the business. Look for reviews that match the job you need. Also note whether the reviewer mentioned their water, the unit model, or the type of home. Reviews with those details are easier to compare with your own situation.
Watch how the provider answers
Look at whether the provider responds to complaints and what the responses say. A reply that names the problem and describes a fix is more useful than one that only thanks the reviewer. Be cautious of reviews that all sound alike or that offer little detail, because they may not describe real jobs.
Ask the provider the same questions
- How long does a typical service visit take, and what is included?
- Who answers the phone when a unit fails, and how fast do they respond?
- Which parts are covered by the warranty, and which are billed?
- What happens when a visit is missed or delayed?
Use the answers to test the reviews. A provider whose reviews complain about missed visits should be able to explain how they schedule and confirm them. To see how this site weighs providers and what its editorial standards are, read the methodology page.