Complaints

This profile includes complaints for DuMor Water Specialists, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  DuMor Water Specialists, Inc.

  4405 Wyland Dr Elkhart, IN 46516-9501

  
• 

  DuMor Water Specialists, Inc.

  1800 Wohlert St Angola, IN 46703-1072

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/4/2025, I paid Dumor $3346.42 to have a new water softener ordered, it was only half down. They told me they had to order my new equipment but would put a loner in for me. They came and put a loner in for me. I called several times since 2/4/2025 to see when my new equipment would come in and they kept telling me it was coming.On 4/21/2025 I called to cancel my order and wanted a refund and **** stated that it was not a problem.On 4/25/2025 I called Dumor to check on refund and they stated it was 30 days On 5/20/2025 I called Dumor to check on refund and they stated that it was 30 business days for a refund.On 6/2/2025 I called Dumor and told them it had been 30 business days and they told me that their accountant was out of the office. A little while later **** called me and stated that they would like their equipment back and then I would get my refund, I told them I wanted a refund first and then they could have their equipment back. I feel as if they keep delaying a refund and that if they would have taken their equipment out, that they would of said that they never put one in in the first place. I have also had a plumber in and he stated that the water softener is not working properly.

  

  Business Response

  Date: 06/04/2025

  As stated by the customer, they have a certified pre-owned unit currently installed. This was supposed to be a temporary unit until the equipment they ordered arrived. The customer refuses to return the equipment and has been told we will not start the refund process until that equipment has been returned. If the equipment is not returned then we will keep her down payment as payment for the equipment they are currently in possession of. 

  Customer Answer

  Date: 06/04/2025

   I am rejecting this response because:they can come take out their equipment only if I get a refund check on the same day as they take out their equipment.
  
  
  

  

  Business Response

  Date: 06/04/2025

  The customer will only be able to start the refund process after we have collected our equipment and verified it's undamaged. 

  Customer Answer

  Date: 06/04/2025

  First of all  when I called for a refund, you stated it was going to be 30 days, then it turned into ********************************************************************************************************** prior conversations. I would gladly pay for any equipment rental that is due to you, but we are talking about over a net of ******* that is due to me.

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were sold a water system by ***** August/DuMor on 1/24/25. I paid by check for $5,677.95 ($200.36 for faucet, the remaining for the system). No financing. $5,477.58 remaining. We were told 4-6 wks. On 2/5/25 I called the office & spoke with *******. I was told they were waiting for equip to come in & that they'd call me. They never called. I did receive a text from ***** on 2/24/25 that they are waiting on a shipment date. On 3/20/25 I text *****. No reply. On 3/21/25 I called ***** & left a msg asking him to call me. No call, no text. On 3/25/25 I called the main #. They asked if I had talked w/ *****. I said I tried but he won't reply. They'd have him call me. ***** did text me that same day but, surprise, shipment ************* weren't expecting any ship until mid-April at earliest. I replied "Goodness. It's been 2 mths already. Is there a hold up somewhere?". Crickets. Nothing. On 4/25/25 I called ******* ********** voicemail stated he no longer works for DuMor as of 4/7/25. I called the main ***** asked what was going on & where's my equip. I was told someone was stealing money from the ***************** behind. I thanked her for being honest. Today, 5/9/25, I called the main # again. Frustrated that I haven't heard anything & STILL don't have my equip but yet they have my money. I was told they ordered equip last *********** will be scheduling as soon as the equip comes in. I said this is getting ridiculous. I asked if I choose to backout am I still going to be penalized the 25% restocking fee. She said yes, it's in the contract that you signed. I said, I realize that, but this is no fault of mine. I asked why taking so long, she replied that it has nothing to do with her. In which, I replied, "hmm", then said "bye" & I hung up. A FULL refund would be nice so I can go elsewhere but that doesn't seem like it's going to happen. I really would just like my equipment, installed w/o issue & be done ASAP! If the equip ever needs maintenance, I will go elsewhere.

  

  Business Response

  Date: 05/12/2025

  The Equipment was ordered on 4/26/25 and should arrive from the supplier this week. Once the equipment comes in we will call the customer to schedule the installation. The customer was told it would be 2-3 weeks after the equipment was ordered before we could schedule the installation. This is how long it takes to get the equipment from our supplier. We do apologize for the long wait times, but the customer was made aware of the long wait at the time of the purchase. 

  Customer Answer

  Date: 05/16/2025

   I am rejecting this response because: 

   We paid the down payment on 1/24/25. DuMor deposited our check into their bank on 1/25/25 (canceled check was attached in original complaint). Since the equipment was NOT ordered until 4/26/25, the businessresponse does not explain the 3 month delay. Taking 3 months before even ordering the equipment (that customers have paid for) is completely unacceptable and we were NEVER told that would be the case.
  I completely disagree with this being made out that we are being impatient. 

  
  

  

  Business Response

  Date: 05/16/2025

  At no point was the customer called impatient or told that these are normal wait times. At the time of purchase the customer was informed we are experiencing longer than normal wait times due to a theft that occurred in the business. We acknowledge it is a long time to wait but have always been upfront about completing the agreement and installing the equipment that was purchased. We are still waiting on the filter to arrive. If the customer would like to call the main office we would be happy to offer them something to compensate for their long wait time. 

  Customer Answer

  Date: 05/22/2025

   I am rejecting this response because: At time of purchase ***** told us 4-6 weeks. As mentioned in my original complaint, we did not find out about the theft until I called on 4/25/25.
  At NO point since the time of purchase has DuMor ever reached out to us to say it would take longer than normal or even give us a heads up of what's going on. I have always had to call and try and get some sort of information, which then I was always told we're waiting on equipment (making it sound like the equipment was ordered), not that the equipment hadn't been ordered yet. While I appreciate the gesture of being offered some type of compensation, it would mean more if I, yet again, didn't have to call and find out information on what that compensation is. The contract has my phone number, email and mailing address. As I said in my original complaint, I really just want my equipment, installed without issue and be done, sooner rather than later. I'm still waiting for that call to schedule installation. Going on 4 months now. 
  
  
  

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 17, 2025 DuMor Water Specialists, Inc. sold us a water filtration system totaling $8702.78. $3000 as a deposit and financing $5702.78. DuMor Water now has everything in full and is refusing to talk and give us updates about the product we bought. We are being hung up on and as of April 7th, our salesman, no longer works for the company. Two months after purchasing we were told from our salesman that Dumor is having internal money laundering issues.

  

  Business Response

  Date: 04/15/2025

  This customer has called and spoke with us twice today at the main office. We are currently in the process of ordering the equipment mentioned above. We understand there is a long wait time but we are still working towards getting the equipment and getting it installed. We are more than willing to work out a compromise with customer to hold them over until the ordered equipment comes in and can be installed.  

  Customer Answer

  Date: 04/16/2025

   I am rejecting this response because:
  This response is exceptionally misleading. You were actually contacted three times in total by my wife and. Each time we were rejected the opportunity to talk with a manager. Different excuses were given as to why we couldnt be transferred all three times and the receptionist refused to give me a direct line to the manager and hung up on me both times I spoke to her. 
  
  
  When we signed our sales agreement on 1-17-2025 we were quoted a lead time of 4-6 weeks. After numerous requests for a ship date starting at the four week ***** I was finally informed by our salesman *. ***** ****** via telephone call on 3-17-2025 that Dumor did not have a ship date because our equipment had not been ordered yet. 
  
  
  The reasons he gave for the equipment not being ordered were stated as internal issues. He informed me that the *** had embezzled funds and had not been paying invoices to their equipment manufacturer ********. This led to decreased credit and the requirement that Dumors Kinetico invoices be paid in full before additional equipment  could be ordered  
  Mr. ****** asked me to be patient and said that they would make good on getting our equipment. 
  
  
  However, as of April 7th, Mr. ****** is not longer employed at Dumor and management will not talk with us.  
  That is why I now require a FULL refund of the $ ******** in payments that ***** has received on our behalf. $3,000.00 in cash from us and full payment of $5,702.78 financed through **************************. I have lost all confidence in Dumor to fulfill their obligations. 
  
  

  

  Business Response

  Date: 04/22/2025

  Customer has spoken to the main office several times. We have offered multiple compromises that they refuse to accept. 

  Customer Answer

  Date: 04/22/2025

   I am rejecting this response because:

  I am unsure to what compromises you are referring. Our only communication has been with ***** ****** (who is no longer with the company). Furthermore, every time we have asked for a manager to contact us they have not done so, even though we have been told multiple times by the office receptionist that they would. I have attached screen shots from my text conversations with Mr. ******* These show the limited information we have been provided from the beginning. The only concession we were offered was one set of pre and post filters at installation. This was far less than we requested and I did not even have a chance to discuss the offer with Mr. ****** as he never called me back, like I requested, before he departed the company. 

  I have provided very specific details of our ongoing issues with Dumor Water. You have not even bothered to address these or contact us directly as we requested multiple times prior to our contacting the BBB. Due to these facts, I am again going to request a full refund of the funds that you have received on our behalf. 
  
  

  
  

  

  Business Response

  Date: 04/23/2025

  As stated by the customer in their own rejection, the customer has called and spoken with the main office multiple times. We are still willing to offer a compromise while they are waiting for their equipment. The equipment will arrive in 2-3 weeks and then the customer will be contacted about scheduling a time for installation. We will be reaching out to the customer but if they try to call the office again they can ask to speak with ****** for more information. 

  Customer Answer

  Date: 04/27/2025

   I am rejecting this response because:
  
  We have been provided inaccurate lead times through this entire process. 
  

  Therefore, provide proof that the equipment has been ordered through ******** and the estimated ship date for the equipment. 
  

  Also, please contact us no later than 5/2/2025 to schedule installation of our equipment. 

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Past two service calls were no more than 10 minutes and did not resolve either issue we have with our Single Tank Aeration Filter. 1st was overflow into sump area causing our sump pump to overwork daily. 2nd was rotten egg smell from sulfur that is designed to be prevented by the tank. Both issues occured after yearly service to replace parts in the head of the unit. I did not receive a trip charge one visit and then 2 weeks ago visit happened and being charged $150.00 trip charge. I had to call 3 times just to speak to someone about it because I was told that someone would get back to me. On the 3rd call I was completely dismissed and now threatened with collections.

  

  Business Response

  Date: 02/27/2024

  The customer was informed that regardless of what was done it costs $150.00 to have us come out to the customers house and inspect the equipment. The customer has called in and was spoken to each time they called in. Each time they were explained that our trip charge is $150.00 just to come out to the house. The customer demanded a reduced rate, because we were only there for 15 minutes. We explained to the customer that's not how it works, and the $150 covers gas, the first 30 minutes of labor, and diagnosis. The technician explained the issues to the customer and left because the customer would've needed an upgrade to their equipment or another new piece of equipment to fix the smell issue.

  Customer Answer

  Date: 02/27/2024

   I am rejecting this response because:
  
  I asked after 3 times of being told someone would call back and didnt to not be charged at all just as the previous 2 service calls were no charge. It was never explained until I finally got to speak with someone about being charged. The service coordinator never said anything about a charge and since the previous 2 calls were not charged I was surprised. Those total 3 calls in a row with no resolution to my problems so I dont know what to do moving forward. The add on unit was mentioned but until this is resolved I dont have any solutions

  

  Business Response

  Date: 02/27/2024

  This is the same complaint that I have already addressed.

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 1st we paid for an add on to our water softner. We paid ******** for it. They have been back on 2 other occasions. I have also was told how to fix one problem over the phone. I called them around 6 weeks ago for another problem. I was told that they would have to put me on the call back list. After 2 weeks i had to call someone else to come fix the problem of no water pressure. When they came out I was told that what DuMor installed was not necessary and they had me using the wrong filter. We have finally been able to talk to them and they told us they would not take it out. We even contacted the owner and did not get a resolution from him. I have disconnected the unit and have had no problem sense that time. I would like the unit taken out of the house because of the chemicals it uses. I would also like a refund for the unit

  

  Business Response

  Date: 07/24/2023

  We have been short staffed and our service times have been delayed. We ************* units customers don't need, we do extensive testing at the home to make sure of this. I don't know who this other company was but they were apparently not informed on how our equipment works. If the customer would like to call in and ask for someone in management I'm sure they would be told the information they need to know. I also know that this customer has called in multiple times and refuses to accept the answers we give her. With the delay is service times, I will admit that we are behind in service scheduling however this customer is not being ignored.

  Customer Answer

  Date: 07/27/2023

   I am rejecting this response because:
  
  We are wanting the unit removed with a refund. We have our 6 year old granddaughter living with us and are not wanting the chemicals in the house. The company we had come out and test the water. We went with there recommendation. We are able to control the smell without extra equipment. We have talked to management with no results. The answer we get is not sufficient. 
   My husband is saying the next step will be small claims court.

  

  Business Response

  Date: 07/27/2023

  We have reached out to the customer since receiving the first complaint. Since we were not given the opportunity to make things right or verify what the other company told the customer, we offered the customer a refund minus a 50% restocking fee. By all accounts the equipment works as intended and the customer just doesn't want it anymore. Our sales agreements say there is a restocking in this situation. I personally was not included in the exchange but seeing the customer's complaint it's apparent they didn't like their options. Again I would like to assure you we are trying to work with this opinionated and rude customer.

  Customer Answer

  Date: 08/04/2023

   I am rejecting this response because:
  
  

  I responded to DuMors last response with a yes that we are ok there response of removing equipment and half refund. I have tried contacting them to set up a time for them to come out. The first two calls I just got voice mail. The third time I spoke with someone had a hard time hearing him. When I ask to set up a time the person i talk to was rude and said he would have someone call. It has been 24 hours and have not heard from anyone one

  
  

  

  Business Response

  Date: 08/04/2023

  Again I have to point out we are behind in service and are working from a wait list. We are attempting to get to the customer ASAP however we have many customers ahead of them. The customer is rude and impatient and gets upset when my employees give them answers they don't like. This customer is not being ignored or put off. 

  Customer Answer

  Date: 08/04/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.