06/18/13, charged me $101.50 to fix leaking pipe. Leak continued. 08/27/13, charged me $112.50 to fix the same leak in the same piece of pipe.
06/18/13 Mustang replaced leaking undergroundsprinkler pipe ("U-shaped")withaa new pipe section painted at both ends with purple primer. Rest of pipes in immediate area remained white; no purple. Next day, I shoveled two bags top soil over water-soaked soil without stepping on the soggy spot. Added soil seemed to dry out after few days, but within few weeks became as water-saturated as before. Called Mustang; told them same spot still leaking as badly as before. Man answering my call said I couldn't possibly know it was the very same leak and there would be no guarantee on the previous repair. On 08/27/13 the same two men from Mustang who had made the previous repair came back and dug up the very same spot as before. When they reached the leaking pipe and realized water was coming from the very same section of white pipe with the purple at both ends, they starting asking questions and making statements that made it sound like it was my fault that the pipe kept leaking or it just kept leaking by an act of nature. 1st question: "Did you put dry soil over the soggy spot last time? I said, "Yes" 2nd comment: "Well, no one should have walked over it while it was wet." I said, "No one did." 3rd comment: "The ground must have shifted." 4th: "Tell me again, this house is how old?" I told him. 5th: "Well, you're going to have to spend $600 to fix this whole sprinkler area; if you don't, it's just going to keep on breaking!" One of the men then cut out the very same section of"U-shaped" white pipe that he had painted purple at both ends on the previous repair call and replaced it with a straight piece of white pipe. When he started to write me a bill for this second repair, I told him, "I need to keep that "U-shaped" piece of pipe." He got the piece out of his truck and gave it to me. He kept me standing in my yard for more than 10 minutes while he sat in his truck writing, and writing, and writing on the bill. Although I cannot read but a few words of his handwriting on the work description portion of the bill, I think it starts out saying, ". . . leak in same area as last time. . . . ." My thought is that he took so long to write it because he was trying to find some way of saying it was the very same leak, but no, not really! because of this and that and this and that, and, ...... For this second repair of the same leak, I had to pay another $112.50. Having retired after 25 years as a customer service advisor with a Fortune 100 corporation known for its superior customer service, I am quite familiar with the 'blame-the-custome' tactic, which includes the veiled threat,'if you don't pay us lots of money to replace your old equipment, don't blaim us if you have to pay for repeat service calls.' I also know that the unethical ways in which employees treat customers is a direct reflection of the personal code of ethics of the employer. So, if you are reading this as a potential customer of Mustang Contracting, and you have a few extra big bills to waste, you might want to go ahead and hire them. I only hope that if Mustang cheats you, that you have the same sense of responsibility that I feel toward other unsuspecting potential customers and take the time to let others know how they can expect to be mistreated by Mustang Contracting. Now, I have to fill out this form to say what resolution I expect. What I want is for all businesses to treat custmers with respect. But then, a "want" is not the same as an "expectation" is it?
A written apology for treating customers with disrespect and a written, public statement on their website that says they welcome all reviews, both negative and positive, in an on-going dedication to total customer satisfaction. This would make a refund of $112.50 not appear to be given for political reasons alone.
Contact Name and Title: ******** ** ********
Contact Phone: XXX-XXX-XXXX
Contact Email: ********@mustangcontracting.com
This is a customer that has used Mustang starting 7/25/2008. That signed invoice was for $336.00. Then a 2nd time 7/18/09. That signed invoice was for $216.00. We then did not service her system for approx. 4 years. We were called out for a leak on 6/18/13. During this service call our Technician , **** *** informed the Ms.***** that the leak was going to require multiple fittings to be replaced which was going to cost more money. Ms. ***** chose to replace just the fitting that was leaking only, the most economical solution. This signed invoice was for $101.50. Over 2 months later, we were called back for "the same leak". On 8/27/13, the same Technician, **** *** returned to investigate the area of concern. Upon exposing the area, it absolutely was a different fitting leaking in the same area we working in on 6/18/13. **** ** informed Ms. ***** that this was what was discussed during the 6/18/13, which was needing to "rebuild the whole area, if she did not want to have issues down the road". Ms. ***** was confrontational from the second she was informed of the exposing of the area. Confrontational to the point of our men feeling very uneasy about being on Ms. ***** property. Needless to say, we have a signed invoice from 8/27/13 for $112.50. The area still should have been more exposed and replace the area of concern. Ms. *****, once again refused our assessment to rebuild the whole area. We warranty our work for one year on the parts and 90 days on the labor as per the bottom of our invoice. The thought of our proven track record of an A+ rated Accredited Business, being in business for over 23 years in DFW, our over 25,000 clients, and what I built our business on...treating ALL clients the same, rich, poor, white, black, brown, or green, Highland Park or S. Dallas, Garland or Coppell, Southlake or Lewisville... THE SAME! I wish I could say something that could change this issue, but after the reading of her account and what my men have informed me of and the way we were treated, we respectfully decline to apologize, refund any amount, or return to Mr. ***** property. The politically correct response to this situation, is to say, we respectfully decline to meet her demands for a written public apology for our actions, or a statement on our website in regards to customer satisfaction. Our desire to treat ALL customers the SAME is enough for us. If we treated our customers with disrespect, we would not be in business! I ask the BBB to look at both accounts, look at our track record, and look at the amount of money involved in both signed invoices that were just over $100 each and look at the first 2 invoices we did for Ms. ***** in 2008 and 2009 for double and triple the cost of these 2 recent invoices in 2013. One other issue I have with Ms. *****... she did not bother to call me before writing a complaint against Mustang with the BBB. Mustang Contracting Services of Dallas, Inc. is the most honest, reliable, shoot you straight sprinkler repair company in DFW, period, end of story!
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