The water could be hard for a short period (just before a regen) than by the time it is tested it shows soft. Did they test the hot side? This will show if it has had hard water in the last day or 2. They also have a soap test kit that costs about $1.00. It will show if you have hard water. Ask your dealer for one. This way you can test for hard water just before a regen to insure you are maintaining soft water.