Complaints
This profile includes complaints for Mungo Homes's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 36 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/07/2025
Type: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.
I purchased my home from Mungo Homes (lot 27, Maggie Acres) on May 28, 2025. I have had continued issues with the 50 Gallon Hot Water Heater, and it once again is NOT producing hot water. The most recent "fix" was the replacement of both heating elements in the unit on Monday June 30, 2025 by Eddy at ****** Services. ****** does not view a non-functioning hot water tank as an emergency, so they have refused to send a tech to my home during non-business hours/after hours, and when I called them at 8:18am Monday July 7, I was told someone would get back with me within 24 hours. ****** is the company contracted by Mungo Homes to address/complete all plumbing warranty work for homes that they sell. Neither Mungo nor ****** have successfully addressed this MAJOR issue with my brand new home.
Business Response
Date: 07/08/2025
Ensuring the functionality of all essential home components including hot water is Mungo Homes’ top priority. To prevent ongoing
issues for the homeowner, we have agreed to replace the unit.The replacement is scheduled for July 8, 2025, at 1:00 PM.
We sincerely appreciate the homeowner’s patience
as we work to address and resolve their concerns.Initial Complaint
Date:05/12/2025
Type: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.
Business is unlawfully holding earnest money depositBusiness Response
Date: 05/12/2025
To ensure an accurate and informed response, and to better
assist the prospective buyer, we kindly request additional information.
Specifically, please provide the address of the property for which the buyer is
currently under contract.Initial Complaint
Date:05/12/2025
Type: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 bought our first house in ****** *****, and I would not recommend buying from MUNGO at all. Price is competitive, but its like pulling a tooth to get some of the issues we have addressed multiple times to fixed. We had our 1 year warranty walk, and Im soooo glad we took video and pictures from the beginning. Right when we moved in the stair banister came off the wall, the workers gave my husband the stuff to fix it, but their words against them, it wont really fix the issue because there is no stud on the side where they installed our hand railing. It’s also weird how inconsistent they are building their houses. I only said this because I saw the other house that’s similar to ours before the owners closed, and their railing was installed on the opposite side of the wall, with them not wanting to release any blue print, it really blind side you from finding the mistakes they are doing unless of course you have another house to compare it to. There were multiple areas that we put blue tape on during our closing walk also, and the workers removed them without fixing the issue, and this was also after their own ******* inspector already taped the same things! Additionally, the carpet near our bathroom has been poking our foot, because it wasnt properly fixed, and did they fix that yesterday during that warranty? NO also! Sean sent a notification that all tickets been closed and fixed when it clearly was not! This was after my husband communicated to him that there were things that was not fixed. Banister not being able to bear weight is a safety hazard to me, esp around my kids, as well as that sharp thing thats been poking us in the carpet. All it takes is for us to drag our foot and it will more than likely slice our foot open! So I guess we’ll wait until it actually hurts one of us, and take the legal route since you guys do not want to properly fix the issues. We also just noticed from last night’s rain that there is a leak coming from our attic to our laundry.Business Response
Date: 05/15/2025
Mungo Homes has addressed all warrantable concerns brought
to our attention by the homeowner during their first-year warranty period. A ten-year home warranty executed by *******
******** Warranty Corporation is included with the purchase of each Mungo home.
The home warranty coverage is most extensive in year one and limited in years
2-10.Several items were submitted outside of the first-year
warranty period. Although those items
did not meet the requirements for items covered in years 2-10, we reviewed the
homeowner's concerns and extended the courtesy of making one-time repairs. Seeing that the handrail issue is still a
concern, we will contact the homeowner directly to schedule an appointment to
complete repairs.While we do our best to make all homes consistent, there are
instances where minor changes must be made in accordance with the best
practices of our trade partners.
Furthermore, our home plans are proprietary and cannot be distributed.Customer Answer
Date: 05/15/2025
We greatly appreciate your efforts and accomodations to make things right. While I understand that this went over 1 year period mark, the link to go over this never made it’s way in our mungo account, hence why we reached out to our realtor about this, and from what we were told this is normally automated. It’s a little disappointing that the companies contracted with you guys would not come out to fix the carpet due to 1 year warranty lapsing, but this was addressed the day we closed, 04/12/25 during our blue tape walk with another PM that did the walk through as the original PM was out on vacation, we pointed everything that needed to be fixed while he was notating everything, including that exact issue with the carpet, and they did tried fixing that, but it was not properly fixed, the only part of the carpet in the primary that was properly fixed was that low spot that we noticed. Thank you for fixing some things we addressed, we really appreicate all your help. I just wish your PM has better system as far as following up to make sure everything was done right.Customer Answer
Date: 05/16/2025
Complaint: ********
I am rejecting this response because:For the price of your home, you should have better follow-up process with your homeowners, and not just an automated message. The link never made it to our mungo account, but the fact that those automated messages that according to your company cannot be tracked, is just a flat out lie especially in today’s technology. While we are absolutely grateful for your “courtesy” to fix some of these issues, this issues wouldn’t remain a problem had it been fixed the first time it was addressed. If your automated link for 1 year warranty never make it to your homeowners, that completely falls under your responsibility to make it right, and check or follow-up with your buyers at least. Reasoning out that the link is automated is simply not acceptable in a place of business.
Your PM’s lack of attention to details is where some of these are rooting from. Even during building process, there were things that was also overlooked, and we had to point that out ourselves by comparing it to your model home, the first house of the same model, and your own electrical plan. Don’t reassure your clients it will be fixed with no proper follow-ups, as you can tell your people like to take blue tapes off without actually fixing what was brought to your attention. Empty words is bad business. Additionally, Blue print is there for a reason, but I’m sure you already know that, but to say the inconsistency is to accommodate your partners is a comical excuse. Especially saying that to someone who’s field of study is in Engineering and design. With all the gray area in your contract and disclosure, you could’ve given me a better excuse or explanation than that. Say what you must to excuse your incompetence.
The carpet that we are so pressed about getting fixed was also addressed during our blue tape walk not only by us, but also again, by your own ******* inspector. I just want to reiterate the fact that majority of this issues are not new AT ALL, it was addressed when we closed! As promised to us, it will be fixed, but it was not. We had to then follow-up with what was not done, and was told that it will be fixed during our 1 year. Now we’re here, a year passed, and your link didnt make it to us, and the excuse now is that we are pass the 1 year warranty?! Do what you must with the information I have provided. You may even close this complaint because at this point, the trust between us, and your business has been lost. I’m not gonna go back, and forth with you all. We have adressed real concerns, and issues, and you just responded with more excuses, but I sure wish we werent as trusting as we were to do business with you all.
Thank you Sean for being so accomodating during this process, and coordinating what needs to be addressed. This is not sarcasm at all, we truely appreciate you all your help.
Sincerely,
***** ******Business Response
Date: 05/21/2025
Although steps are taken to educate and remind homeowners of
warranty deadlines, the responsibility ultimately lies with the homeowner to
submit requests for warrantable repairs prior to coverage expiration.Our Warranty Manager, Sean, has been in contact with the
homeowner, explaining our stance on the concerns presented and to schedule an
appointment to make the stair railing repairs.
We look forward to making those repairs at the homeowner’s convenience.Customer Answer
Date: 05/25/2025
Complaint: ********I will accept your response once this issue’s been properly fixed, but we have been waiting for yall to come out and fix this banister. Your people already came the first time about this, and told my husband as they handed pieces of screws knowing this isn’t even up to residential code when it comes to stairs, that those exact screws will not fix the issue because there is no stud where the banister was installed, which again, we already know. Sean discussed with my husband the ideal game plan to properly fix it, we are just waiting for someone to come, and actually do it.
Sincerely,
***** ******Business Response
Date: 05/28/2025
Mungo Homes is actively working with the homeowner to schedule
a suitable date for the stair railing repairs to occur. We are committed to making these repairs in a
timely manner and ensuring the satisfaction of the homeowner.Customer Answer
Date: 05/29/2025
Complaint: ********
I am rejecting this response because:Warranty manager proposed to fix the issue by extending the railing way past the end of the stairs. Again, this is why blue prints exist! Had your people follow the blue print, and residential code for stud spacing, this wouldn’t have been an issue! It’s not our fault you guys poorly planned this part of the house, and poorly executed it. Proposed solution is simply not acceptable. Find a way to close the complaint, because at this point you’re just wasting our time, and if the only way to close the complaint is by me accepting your response, it is not gonna happen on my end unless you guys propose a proper solution to this without compromising the interior aesthetic of the house. It’s only right you fix your own mistake, the right way, not the easy way.
Sincerely,
***** ******Business Response
Date: 06/02/2025
The stairwell in question was installed in compliance with
applicable building codes and has passed inspection by multiple entities. We
remain willing to perform the additional repairs proposed to further reinforce
the stair rail, should the homeowner elect to proceed. We respectfully request
that the homeowner communicate their decision directly to the Warranty Manager.Initial Complaint
Date:01/27/2025
Type: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.
Before considering purchasing a two level home from Mungo. They DO NOT insulate the upper front and side of garage properly. We were unaware of this because the house was completely built before we purchased it. If we had known we would have not purchased from Mungo.
Bedrooms in these locations will approximately temp 10 degrees lower in the winter and 10 degrees higher in the summer. This only happens when you keep your bedroom doors closed. This would also make air and heat work harder due to cooling and heating loss.
We had contacted Mungo and they pretty much told us that it’s our problem and they follow building code.
We have a list of issues yet to address with Mungo. A list that were already addressed our air conditioner twice, roof shingles, dishwasher and door knob’s. I wish We did more research before purchasing from them.
We purchased from Mungo with the confidence in their quality until we closed and moved in and saw their workmanship and products they use. Being that we purchased this home for almost $300,000 we hope it will last years to come.Business Response
Date: 01/30/2025
Mungo
Homes places high priority on integrity, homeowner satisfaction, and stands
behind the work we perform. When a concern is brought to our attention by a
homeowner, we assess the issue and address it when warrantable, assuring
repairs are conducted appropriately to meet industry standards. All items
mentioned by the homeowner have been assessed and/or addressed by our warranty
team.Our
warranty management team has met with the homeowner, reviewed the particular concern
in question, and explained that both rooms are located over unconditioned
spaces. Rooms located over unconditioned spaces will never regulate as well as
rooms which are located over conditioned spaces. All industry standards and codes have been met;
therefore, there is no further action to be taken.We hear
the homeowner’s frustration and want to ensure they feel supported. We encourage
them to reach out to us directly if there are any additional questions or
concerns.Customer Answer
Date: 01/31/2025
Complaint: ********
I am rejecting this response because:both bedrooms are in the front of the house and are extremely cold 10 degrees colder than the rest of the house. Furthermore in the summer same thing hotter than any other parts of the house The builder has a responsibility to make sure there customers are satisfied and not use excuses that they follow building code. Both people I spoke too from Mongo agreed that they wouldn’t let their children sleep in those cold room's. As far as building code goes we never see inspectors inspecting the houses and currently have multiple houses being built as we speak. We work extremely hard for our money and would like the builder to either fix the issue or return us some money back so we can pay to have it fixed correctly.
Sincerely,
****** *******Business Response
Date: 02/04/2025
Mungo Homes appreciates the homeowner’s feedback and is truly
sorry to hear about the discomfort experienced in the home’s bedrooms. We recognize
the frustration, especially when it affects their living environment and family’s
comfort.We assure the homeowner that their complaint is taken seriously.
While temperature variations above unconditioned spaces are not uncommon, all
warrantable obligations have been met and there’s no further action to be taken.As for the homeowner’s concerns regarding building codes and
inspections, all local and state building regulations are followed, and we work
closely with inspectors throughout the construction process to ensure
compliance.Initial Complaint
Date:12/18/2024
Type: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.
I purchased a home from Mungo Homes. Myself and a number of other people paid a lot premium for a Pond lot as well as others for Pond View at time of purchase. The Pond side is eroding,dirty and smells due to lack of circulation and possibly poor construction. Numerous requests have been made to builders and they will not address issues before completion of community. Mungo Homes has told the residents of the community(HOA) will have to pay again to address issues.Many of the residents feel
Mungo Homes should have the Pond functioning and presentable as promised when community is completed.Business Response
Date: 12/19/2024
Mungo Homes is aware of the concerns regarding the community
pond in the Lyden Village community. Our
team is working with the Home Owners Association on a plan of action to address
algae blooms or other water quality issues, which are slated to begin after the
beginning of the year.Due to regulations in place limiting the amount of chemicals
that can be used, there is a possibility it could take multiple treatments over
a period of time to correct the water quality issue. The pond banks have previously been sodded/irrigated
and signed off as stabilized by Horry County.
Erosion concerns will be reassessed and if any deficiencies are
identified, appropriate repairs will be made.We appreciate the homeowner’s patience and understanding as
we work to resolve these issues.Customer Answer
Date: 12/19/2024
This continues to get worse Mungo Homes is aware of it getting worse and has not made any effort to address issue for almost a year now.It should not be the responsibility of Homeowners or Homeowners Association to fix after Mungo Homes was paid already.
Customer Answer
Date: 12/19/2024
The problem is ongoing Mungo Homes has not made any effort in close to a year. The Residents paid for functioning and clean pond that Mungo Homes refused to provide. There is no customer service or respect for the residents after the sale.They expect residents to pay again for what they advertised and promised.Customer Answer
Date: 12/20/2024
Complaint: ********
I am rejecting this response because: The problem is ongoing Mungo Homes has not made any effort in close to a year. The Residents paid for functioning and clean pond that Mungo Homes refused to provide. There is no customer service or respect for the residents after the sale.They expect residents to pay again for what they advertised and promised.
Sincerely,
***** *****Business Response
Date: 12/20/2024
Mungo Homes has no documentation of the homeowner’s concerns
prior to November 2024. Since the
community of Lyden Village has been turned over to the Home Owner’s
Association, the homeowner was advised to address all common-area concerns
directly with the HOA. Meanwhile our Land Development team was notified and
have contacted the HOA to assist them with developing a solution. We will continue to monitor the progress of
repairs to ensure Lyden Village meets the high standards we put in place for all
our communities.Initial Complaint
Date:12/13/2024
Type: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 bought a lot from Mungo Feb, 2024 to build a home. We selected a certain model which has either a two or three car garage plan. We wanted a 3 car garage but they said they weren't building 3 car garages in the neighborhood. We asked Mungo to move home to the left in order for us to add a 3 car garage later. Mungo knew how important it was for us to have a 3 car garage. A new plot plan was drawn and signed off on. They did not build home per plot plan and now we cannot build a 12.5' garage as planned. There isn't enough room to allow. Now we have to build longer, skinner garage as we do no have enough room because of Mungo's mistake. As a result, we have to relocate items on side of home and revent, etc. Plus we aren't getting what we want. We informed Mungo and since this is their mistake, asked them to reimburse us for add'l expenses we are going to incur. We asked for $5,000. Their response was, we can give you the garage plans but not $5,000 for expenses.. We already have garage plans drawn up by contractor and they refused to give us these plans back in March 2024 when we asked for them. This is a breach of contract and they are refusing to assist us. We paid $585,000 for a home and did not get what we asked for.Business Response
Date: 12/18/2024
We sincerely apologize to the homeowner for this
occurrence. Although two plot plans were
indeed drawn, the property was staked by the trade vendor using the initial
plot plan rather than the revised plan. The
plot plan clearly states it “does not represent a land survey, was not prepared
for recordation and is not suitable for deeding of property. No ground survey
was performed.” No breach of contract occurred,
as the lot placement was not defined in the purchase agreement signed by both
parties.In response to the homeowner’s concern of the home’s placement,
Mungo Homes relocated some of the mechanicals in the home and installed a header
so that the homeowner can have a doorway between the existing garage and their
future garage. We also offered to
provide the homeowner with the architectural plans for a three-car garage. While we regret the homeowner is unable to construct
the garage of their choosing, Mungo Homes cannot provide reimbursement for
anticipated additional expenses. Furthermore, many of the items in question would
need to be moved regardless of the placement of the home, as we constructed the
home to the existing home plan specifications.Mungo Homes remains committed to assisting the homeowner by
providing the three-car garage plans for their home plan.Customer Answer
Date: 12/20/2024
Complaint: ********
I am rejecting this response because:In regard to Mungo's response. When we agreed to purchase this lot, we chose a Yates model home. We asked Mungo to add a third car garage since they have a Yates plan for a third car garage, but they said no. We asked for the the the third car garage plans, Mungo said no. We advised the Mungo rep, Jeff H******* that we would only agree to purchase this lot, if Mungo moved the home over and back in order for us to add a third car garage later. Mungo agreed and re-did a plot plan. This plot plan was signed off on then and again at settlement. This then gave us 18'4" from the front right corner of the house, allowing us plenty of room to add the garage later. Mungo had a post foundation survey completed 4/24/24 showing 15'7" distance from the corner, but at settlement they provided a plot plan of 18'4" for us to initial. We did not know about the post foundation survey until they sent it to us in October, 2024. Mungo kept insisting it was 18'4" and there was no mistake on their part. We never knew that it was not 18'4" until a neighbor got a fence in October, 2024. So Mungo knew since April, 2024 that the home was not placed in the correct spot.
Due to Mungo's error, we can no longer add a 12'6" x 20' garage as we wanted. Now we have to so with a narrower garage and longer to get enough storage (11' x 23'). Since we have to go longer to 23' to make up the difference in room, we now to incur add'l expenses to move the venting. As far as the header Mungo mentioned, we never asked for this. Plus the header they put in place doesn't match the plans that Mungo wants to now give us.
In addition, here are additional examples of Mungo's careless disregard for the customer and lack of quality control: (all items corrected since settlement, except #4)
1. When we moved into our home, August, 2024, our electric cooktop stove did not work. We were told to call the warranty department by Mungo. When we pulled out the drawer underneath we saw wires hanging. The cooktop had no electricity connected. They installed an electric cooktop with no power source. They never ran the 220 line to the cooktop. At that point, Mungo told us they would have to tear up our kitchen in order to run the 220 line. The other option was to switch to gas. Since we didn't want our house torn apart, we chose gas cooktop. Again, we had to settle because of a Mungo negligence. I am not sure how this could happen with inspections.
2. The electric oven was not working because switch for the door would not latch and oven light would not go out, therefore the oven was not operable. We had to call the warranty department. We had to go without an oven and stovetop for a week. Should be noted that we pointed out that the light was on in the oven at time of walk through (week prior to settlement).
3. Blinds installed on wrong windows. One broken blind and one valance too wide for the window frame.
4. Home was dirty upon move in
5. Chandelier globe missing from dining room
6. Rain spouts dripping in multiple places
As far as Mungo's response to this complaint, we feel like we constantly have to compromise because of Mungo's negligence and disregard for quality control.
Sincerely,
******* *****Business Response
Date: 12/23/2024
From the time the homeowner notified Mungo Homes that the home was not built
in the intended location, we have taken responsibility for the mistake made on behalf of our trade partner. However, we are unable
to reimburse the homeowner for anticipated costs. The plot plan was indeed
signed off on and clearly stated that it "does not represent a land
survey, was not prepared for recordation and is not suitable for deeding of
property. No ground survey was performed." The plot plan in question is
attached to this response. Closing on the property indicated acceptance of the
placement of the home.At the time of the contract, the Yates three car garage was not being
offered in the community. Once approval was given to provide the homeowner with
the said plans, they were promptly provided,
and steps were taken to mitigate the burden placed on the homeowner with
respect to adding the additional garage.Although we strive to close every home as complete as possible, it is
inevitable that warrantable concerns may arise. As those concerns were brought
to our attention by the homeowner, we sought to rectify them immediately.We acknowledge the homeowner's
disappointment and sincerely apologize for
the mistake made.Initial Complaint
Date:08/06/2024
Type: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.
The company refuses to promptly fix to their fullest capacity numerous structural issues with my home. Mungo Homes also deceived me during the home buying process as claiming there were “more offers” on my home in an attempt to gain more money out of me to pay over value price for the home. Mungo homes also routinely does not respond promptly to requests, frequently changes builder and customer service rep points of contact so it is difficult to follow up on requests to fix things. Mungo homes also routinely pressures buyers into closing and doing a final walkthrough in an unreasonably short time to prevent homeowners from seeing major discrepancies before finalizing purchase. Sales people use predatory tactics in order to push product on consumers. Mungo homes routinely pushes out warrantable service requests past home warranty dates to evade fixing warrantable items.Business Response
Date: 08/09/2024
Mungo Homes strives to provide positive homeowner
experiences, beginning with the sales process. We do everything in our power to
provide an affordable home for all customers through honor and transparency. Due
to fluctuating market conditions, there may be instances where multiple offers
are made on a home at any given time.A member of our warranty management team met with the
homeowner on August 6, 2024, to review the homeowner’s remaining warranty
concerns, and has scheduled an appointment for September 9, 2024, to begin
repairs. We look forward to working with the homeowner to ensure all
warrantable concerns are repaired in a timely manner.Customer Answer
Date: 08/09/2024
Complaint: ********
I am rejecting this response because:
My appointment has yet to come and I was told last time at my appointment everything would be fixed and it was not. I have still not been provided inspector reports, engineering plans for retaining wall, ICC Code references for all exterior finishing, license numbers for contractors building my home, and I have yet to speak to the QC Manager even though I was told this would happen yesterday by the warranty manager. At no point has mungo accepted responsibility for this poor customer service experience not have they accepted ownership for the less than desirable work they’ve done. Mungo as a company needs to be held accountable and issue a statement. Until my appointment arrives and things are completely fixed I will not accept this response. Once all items are fixed and I witness them being fixed, I will be satisfied. The predatory tactics, the stalling of warrantable repairs, and overall poor communication in resolving issues. As a home owner I was personally deceived into purchasing a home under the guise of “mungo quality builders” and “high standards of QC” and that has been everything but true since.
Sincerely,
**** *******Business Response
Date: 08/15/2024
Mungo Homes appreciates the homeowner’s patience and
understanding while we work to address all warrantable concerns.We agree the only acceptable resolution is for all
warrantable items to be addressed at the time of the warranty appointment,
scheduled for September 9th, 2024. We will make every effort to complete
any needed repairs at that time.We are in the process of communicating with the
homeowner to address any concerns or answer any questions they may have in the
meantime.Initial Complaint
Date:04/29/2024
Type: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.
Issues with the upstairs hallway & bedroom, 20-30 locations of squeaks & popping noise in flooring. Claim was sent in at the 11 month warranty.Business Response
Date: 05/03/2024
Further research is currently being conducted regarding the
homeowner’s concern. As soon as additional information is received, an update
will be provided. We appreciate the homeowner’s patience.Customer Answer
Date: 05/20/2024
Complaint: ********
I am rejecting this response because: The work has been schedule for June 7th 2024. Have no idea of the repairs that will happen.
Sincerely,
**** * ****** *******Business Response
Date: 05/24/2024
The appointment will consist of properly assessing the subfloor
and making any needed repairs by resecuring the subfloor where necessary.Customer Answer
Date: 05/25/2024
Agree the appointment has been scheduled for June 7th, 9-12 to assess the repairs. And we'll go from there.Initial Complaint
Date:03/21/2024
Type: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.
I am writing to formally lodge a complaint against Mungo Homes regarding a significant issue with the master tub in my home. As a homeowner with considerable investment in Mungo Homes' property, I am deeply disappointed and concerned about the lack of quality and attention to detail in the construction of my residence.
The specific issue I am addressing pertains to a hole in the master tub of my home. Upon discovery, I immediately reached out to Mungo Homes' customer service department to report the problem and seek resolution. However, despite multiple attempts to address the issue, I have yet to receive a satisfactory response or resolution from the company.
The presence of a hole in the master tub poses not only an inconvenience but also a potential safety hazard for myself and my family. Given the nature of the defect, it is imperative that Mungo Homes takes swift and decisive action to rectify the situation and ensure the integrity of the tub and surrounding infrastructure.
I believe that Mungo Homes has failed to uphold its responsibility to deliver a quality product and provide adequate customer service in addressing this issue. As a result, I am seeking intervention from the Better Business Bureau to facilitate a resolution and ensure that Mungo Homes fulfills its obligations to its customers.
I kindly request that the Better Business Bureau investigate this matter promptly and take appropriate action to compel Mungo Homes to address the issue with the master tub in my home. Additionally, I would appreciate regular updates on the progress of the investigation and any steps taken to resolve the issue.
Thank you for your attention to this matter. I look forward to a swift and satisfactory resolution to this complaint.
Sincerely,
****** ** *******Business Response
Date: 03/26/2024
Unfortunately, we have no record of the homeowner reaching out
to our Customer Care department regarding this concern. When an issue is
brought to our attention by a homeowner, we assess the issue, address it, and
execute warrantable repairs, assuring the repairs are conducted appropriately
to meet industry standards.Upon receiving this communication, the homeowner was
contacted immediately, first on March 21 and again on March 25, 2024, to
discuss the nature of the complaint. A voicemail was left on both occasions,
and we are awaiting a return call to determine how to proceed. We look forward
to hearing from the homeowner so that we may further discuss their concerns.Customer Answer
Date: 03/29/2024
Complaint: ********
I am rejecting this response because: I have made several attempts to contact the representative handling this complaint and I did not receive a response or a return call.
Sincerely,
****** *******Business Response
Date: 04/03/2024
A member of the warranty management team has spoken with the homeowner
and requested photos of the concern, which have been received and are being
evaluated. Once it has been determined how to proceed, the
homeowner will be contacted directly. We look forward to ensuring a satisfactory resolution is
reached.Initial Complaint
Date:02/22/2024
Type: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.
Purchased a new home from Mungo Bluefield neighborhood (closing date December 18 2023)
This home has 3 bathrooms and in the primary the shower FLOOR was damaged what seems like a puncture and a poor attempt to repair was made. Mungo then scheduled second repair with a different company on 2/2/24. This repair required drilling more than 17 holes in the FLOOR of the shower to inject foam to balance the floor of this NEW shower. At this time they also attempted to refinish the floor. Upon completion the job was determined by MUNGO themselves to be unsatisfactory with air holes, hand prints and scuff marks. They now want to attempt for a third time to repair stating it will only take 2 hours. The main concern is even if this fix looks ok how long will it be before it fails and then I have to deal with a potentially damaged ceiling on the first floor and more. With no guarantees I feel the only acceptable solution is to replace the unit with something that is in "new" condition this is a new home after all. We have worked with the warranty team and there is this QBW they like to reference (to skirt any personal liability). During the sale and at site visits they claimed that "we are onsite building constantly and will be here to correct any issue that comes up". At this point we would like to see it replaced or some compensation and we will hire our own builders to replace the unit. You can see how little attention they paid to protecting the shower during the build in the one photo taken during the pre-drywall visit. .Business Response
Date: 02/27/2024
Mungo Homes apologizes for the inconveniences resulting in
the repairs of the homeowner’s shower unit. Repairs were handled by the
manufacturer, who recommended the unit be repaired rather than replaced. While the last repair was not of the quality Mungo Homes
expects to see, the manufacturer maintains that a repair is still the best
option. While an additional repair meets warranty parameters, Mungo Homes has
decided to replace the shower unit as a gesture of goodwill. Our
warranty department is currently working with the homeowner directly to facilitate
the replacement.
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