Frequently Asked Questions

Yes, softened water is safe to drink for most people. Water softeners replace hard minerals like calcium and magnesium with small amounts of sodium. For the vast majority of households, the sodium added is minimal and does not pose a health concern.

Individuals on strict low-sodium diets or with specific medical conditions may prefer to drink water from an unsoftened tap or use a reverse osmosis system for drinking water.

Hard water is water that contains high levels of dissolved minerals, mainly calcium and magnesium.

These minerals can cause scale buildup inside pipes and appliances, reduce the effectiveness of soaps and detergents, and leave spots or residue on dishes, fixtures, skin, and hair.

Water hardness is commonly measured in parts per million (ppm) or grains per gallon. Water with more than about 120 ppm is generally considered hard, and many areas in Utah fall into the hard or very hard range.

If you ever need service or warranty support, just give us a call at 801-559-7638.

If anything goes wrong in the first five years we come back and fix it — parts and labor included, at zero cost to you.

We proudly serve homeowners throughout much of Northern Utah.

Our primary service areas include:

• Utah County
• Salt Lake County
• Summit County
• Wasatch County

Utah County cities include: Alpine, American Fork, Cedar Hills, Eagle Mountain, Elk Ridge, Highland, Lehi, Lindon, Mapleton, Orem, Payson, Pleasant Grove, Provo, Salem, Santaquin, Saratoga Springs, Spanish Fork, Springville, Vineyard, Woodland Hills

Salt Lake County cities include: Alta, Bluffdale, Cottonwood Heights, Draper, Herriman, Holladay, Midvale, Millcreek, Murray, Riverton, Sandy, Salt Lake City, South Jordan, South Salt Lake, Taylorsville, West Jordan, West Valley City

Summit County cities include: Atkinson, Francis, Jeremy Ranch, Kamas, Kimball Junction, Marion, Oakley, Park City, Peoa, Rockport, Silver Summit, Snyderville, Summit Park, Wanship

Wasatch County cities include: Center Creek, Charleston, Daniel, Deer Mountain, Heber City, Hideout, Interlaken, Midway, Timber Lakes

If you don’t see your city listed, feel free to contact us—we may still be able to help.

No. We do not use high-pressure or time-consuming sales presentations.

With a few simple questions and, in some cases, a brief 10-minute walk-through of your home, we can provide an accurate, upfront price without wasting your time.

Most installations can be scheduled within 72 hours of your order.

Installation time varies based on what you choose and your home’s layout. A standard water softener installation typically takes about 2 hours, while installations that include multiple systems—such as a softener with reverse osmosis or whole-home filtration—may take a bit longer.

Every home is unique, but we’ll always give you a clear time estimate before installation.

We recommend using high-quality water softener salt pellets.

In most stores, these are commonly sold in yellow bags and labeled specifically as water softener salt pellets. Avoid rock salt or solar salt unless we advise otherwise.

If you prefer not to handle salt yourself, we offer convenient salt delivery for a small flat fee. We’ll deliver and load the salt directly into your softener. To schedule service, call 801-559-7638.

A service reminder message is typically a maintenance notification and does not affect your system’s ability to operate.

In most cases, this message is simply a reminder to replace a carbon filter or perform routine maintenance. If your system was purchased from us, we can help you determine exactly what service is needed.

You’re welcome to replace the filter yourself, or we can schedule service to take care of it for you. To get assistance, call 801-559-7638.

Yes, we do offer a referral program.

If you know someone who is looking for a water softener, simply contact us with their name and phone number. If they move forward with a purchase, you’ll receive a thank-you gift as our way of showing appreciation for the referral.

Our referral program is designed as a genuine thank you to customers who trust us enough to recommend our services to friends and family.

The cost of a water softener depends on your home and your specific needs.

Similar to purchasing a car, pricing varies based on factors such as system size, features, and installation requirements. While lower-cost systems may work short-term, higher-quality systems are more efficient, use significantly less salt, and are designed to last longer with fewer issues.

We focus on well-built, reliable systems that offer the best balance of performance, longevity, and value—often described as the “Honda” of water softeners.

Key factors that affect price include:

• The hardness level of your water
• Number of people in the household
• Whether the home is pre-plumbed for a softener
• Your home’s layout and accessibility
• Plumbing preferences for indoor or outdoor fixtures
• Finished basements or the need to run new piping

Because every home is different, the best way to provide an accurate price is to review these details with you directly. Call or text 801-559-7638 for an upfront, no-obligation quote tailored to your home.

How our flat-rate pricing works →

Our systems are covered by both manufacturer warranties and additional coverage provided by Flat Rate Softeners.

Manufacturer warranties are provided directly by the equipment manufacturer and are outlined in the documentation you receive at installation. These warranties are administered by the manufacturer according to their terms.

In addition to manufacturer coverage, Flat Rate Softeners provides an additional warranty, which is listed on your receipt. All warranties apply to the original purchaser only and do not transfer if the property is sold or ownership changes. Lifetime coverage is valid only while the original purchaser occupies the property as their primary residence or place of business.

Warranty coverage may be void if:

• The equipment is moved from its original installation address without our involvement
• Water pressure exceeds 79 PSI, which can cause equipment damage

If Flat Rate Softeners relocates and reinstalls your system at a new address, warranty coverage will continue uninterrupted.

Warranty details →

This is a very common concern, and you’re not alone.

Over time, some water softener salt contains dirt, sand, or organic material that settles in the bottom of the brine tank. Your tank is intentionally designed so heavier debris sinks and stays out of the softener itself.

However, after many years of using lower-quality or dirtier salt, that material can build up high enough to become noticeable.

The good news:

✔ This usually develops slowly

✔ It does not mean your system is failing

✔ It is not an emergency

Yes — and this is one of the biggest factors.

Through years of field experience, we’ve found that some salt brands are noticeably dirtier than others. Customers using salt purchased from Costco tend to report sludge or buildup more frequently. We’re not sure why, but the pattern is consistent.

Our recommendation:

• Use high-quality pellet salt (yellow bags) whenever possible
• Avoid crushed rock salt for regular use
• Switching to a cleaner salt often prevents future buildup entirely

In most cases, no — this buildup does not damage your water softener.

Brine tanks are designed so debris settles at the bottom and does not enter the softener itself. Only in rare situations, typically after many years of continued dirty salt use, can buildup reach a level where cleaning is recommended as a preventative measure.

For most homeowners, this issue is cosmetic and non-damaging, and systems often operate for years without any impact or required cleaning.

Sometimes a frothy or slimy layer called biofilm can form on top of the salt.

This can occasionally produce a smell similar to brine shrimp from the Great Salt Lake — because biologically, it’s a similar environment.

Important things to know:

• ✅ This is not dangerous
• ✅ It does not affect your household water
• ✅ Brine water never mixes with your home’s water
• ✅ Salt concentration in the tank is extremely high and naturally disinfecting

If odor or appearance is bothering you, the simplest solution is:

1. Let the salt tank run empty
2. Clean the tank thoroughly
3. Switch to a different, higher-quality salt brand

There are also chemical additives that can help eliminate biofilm, but in most cases they’re optional.

Not always.

Some service companies offer brine tank cleanings, which can be reasonable if the buildup is severe. However, this issue is often over-sold, and many homeowners pay for cleanings they don’t actually need.

If you’re unsure:

• We’re happy to talk it through honestly
• We’ll tell you if cleaning is actually necessary — or not