I had a leak in my K5 system. Called for service and was given 3 weeks wait time. I sent a photo of source of the leak so that tech can determine what is potential problem and can bring the right part on the service call date. On day of service, the service tech did not review the photo and came to take a photo of exactly what I sent to them and said he had to order the part and don't know how long it would take. Called the office and customer care has no solution. Notice on their website there is no contact for anyone other than customer care to make a complaint. Every issue you may have will end at customer care, which is absolutely of no help. I was not charged for the service call because I told the service tech I wasn't paying, but it does not solve my leak problem. Not sure when anyone will call back. I have to manage every step going forward as customer care is just a number with no interest to help customers with service required. K5 system is great, but wish the company has better customer service.