Complaints

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

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  Mustang SDU Water Supply

  7985 Fm 2931 Aubrey, TX 76227-3940

• 

  Mustang SDU Water Supply

  5315 US Highway 377 S Aubrey, TX 76227

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:04/01/2025

  Type:Billing 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.

  Mustang SUD is billing two separate entities for the same meter accounts. We formerly managed a property and established two water accounts. In Feb 2025 we requested our accounts be closed because a new property management company was taking over the management of the property. The new property management company established their account billing information and has been receiving and paying the bills but Mustang SUD refuses to release us from responsibility of the billing. They have been contacted multiple times and only today a full month later asked for the management company to complete a new service application. However, they allowed an entity that is not ours to apparently change the billing information and account name information to theirs on our account because they new management company had not completed an application. Which left both management companies not understanding why we were both receiving bills and why we could not be removed from the account. This is an obvious internal administrative issue but they offer no assistance or expediting of the processing.

  Business Response

  Date: 04/02/2025

  To Whom It May Concern: 

  After reviewing all the information pertaining to this claim, I was provided with information that the accounts were staying in the name of the account holder and only the billing information was to change.  This will still allow the customer above to view the account via their portal which the customer which we advised them of that because the account was confirmed via email that it was remaining the same and that only the responsible party referenced would take over billing.  On 2/12, we responded to the disconnect request advising since it was a commercial account, which we are careful with completing especially if there could be a medical facility at this address.  We advised them to submit a new service application at that time and could not end services at that point.  On 2/12, CL ****************** emailed and copied us in their correspondence on if a new application had been submitted to the new responsible party in which they responded with asking us to only change the billing address and account services are to remain the same.  This new company was able to confirm to us as well as the customer listed above that they have been paying the bill.  Yesterday someone contacted our office about the billing still visible to them which is correct until they actually do a NEW application as we have advised, and they kept advising via email that it was only the billing information.  This does not constitute an end to service and a new service application until a new application is received which we supplied the direct link to in emails.  As of yesterday, we still have not received a new one only information as to who is responsible for paying.  To avoid the customer from all access and ties to this account, it is recommended that the responsible party for the financials change everything. This has been requested via many emails and has yet to be completed.  All submitted forms have only been to update the contact phone number and billing mailing address.  

• Initial Complaint

  Date:03/27/2025

  Type:Billing 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.

  Does not care about disabled people, babies or sick people. They lie a lot dont tell you much until they decide to and play games with the bills. The bills have been high since we moved in and even on months where we havent been here do to my husband situation the bills got higher! This company ***** and I hate that Paloma creek uses them. They told me I have to wait for adjustments after a huge water break then never gave me any adjustment. Now they are saying I have to go through PC after they turned my water off for giving me false information knowing I have a husband in a feeding tube and we need water. I have actual recording of them saying its nothing we can do you have to wait your turn even after I sent pictures of my husband to show his condition and the urgency!

  Business Response

  Date: 03/31/2025

  After review of the account, we were able to see that the account as accrued late fees each month and scheduled for termination fees each month causing the account to reach high balances. This customer resides in a district where any additional extension requests or if requesting a leak adjustment, they were advised that Paloma Creek would have to approve an account adjustment since they are in charge of their adjustment approvals. We are simply the billing organization.  This past month the customer again did not pay the amount due in time to avoid disconnection of service and the account defaulted.  The customer did call in to advise they were making a payment and did not want to pay the additional "Same Day Reconnect Fee" as stated is required in the monthly bills to get services turned on that day if payment was made after 1:00 PM. They made their payment after 2:30, and said the next day would be fine.  Our representative placed a service order for the next business day. The customer called in the next day stating someone in the home was disabled. We at that time advised her of an opportunity where an account can avoid future service interruptions if we could get a medical statement from a physician as we have received for a couple accounts.  This option is super helpful and will allow them to never have services interrupted going forward and it would flag the account as well if there was ever a line repair in the area.  We never denied service.  We did waive any fees already in the past for penalties as stated in the districts policies and could not waive any more without them requesting it from their district which was also mentioned.  This account has already exceeded all options for an extension without approval from *************  Their contact information was provided to the customer to contact.  

• Initial Complaint

  Date:01/26/2025

  Type:Billing 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.

  Im paid monthly so this water company doesnt care. Bills sent out on the 1 and due 15. By the time get my bill, another is due. No grace ******* Ive asked customer care for an arrangement but I have only had one within the past year which is the max allowed. Their customer care doesnt care and my bill keeps increasing.

  Business Response

  Date: 01/28/2025

  #********

  To whom It may concern,

  The customer resides in a district that only allows one extension per year.  **************** does not have authorization to add additional extensions without their approval.  The guidelines are controlled by their board of directors. We always refer customers to contact their district and request more time if needed. Our customers are provided with access to our website when they apply for new service and all rules and guidelines are stated in our Rate Order.  The billing due dates are located in that.

• Initial Complaint

  Date:12/20/2024

  Type:Billing 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.

  I processed a normal utility payment on their site. I scheduled to have the payment come out on 12/19/2024. I got one confirmation for this payment and when. It was time to process the payment the company took 5 payment out. The person responsible for resolution dodged my calls the whole day and eventually called me and told me that even though they have the money in their possession and it has posted to my personal account, they are unable to reverse the transactions because they show as pending on their end. They also told me that I would have to dispute the transactions, even though it is Christmas time and I have other financial obligations. I was told to dispute the transactions with my bank.

  Business Response

  Date: 12/20/2024

  When the customer contacted us, we immediately contacted our software company.  They contacted us and were having their team research the error.  We were notified that there may have been a potential software glitch on the side of the payment processing system.  Our supervisor made contact with the customer to let her know that they were working on it as best as they could, and they could not give us an *** on how fast the funds could be refunded or stopped.  She suggested that the customer contact her financial institution to stop the process on their end for immediate funding and the customer replied with "OK". We are not able to refund anything at this time on our end because the funds are still in a pending status because the funds have not been completely verified by the bank as successful to process.  It is more in a hold status than an active withdrawal.

  Customer Answer

  Date: 12/20/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:10/07/2024

  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.

  I am requesting a review of the sporadic readings on our water meter with no response. The company provided a usage report in which the numbers look WILDLY suspect with very high usage showing even on dates when we were out of town, yet this company refuses to study it and admit that there is a problem with their faulty meter. I have also gone to this business physically and emailed requesting to speak to someone higher up and the employees refuse to allow me access to anyone higher up in management and or the board of directors., although I have asked. The lack of transparency and customer service aspects are unlike anything that i have ever encountered with any service provider. It makes you wonder what they are hiding from.

  Business Response

  Date: 10/22/2024

  To whom it may concern, 

  As the manager of this department, I emailed the resident on 10/7 in efforts to communicate with them.  She came into our office the day before and spoke to two department leads   As a courtesy even after the meter was tested three times and not found faulty, we replaced the meter to allow the resident full access to view the usage.  

• Initial Complaint

  Date:10/01/2024

  Type:Billing 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.

  My water bill from Mustang SUD due 8/15/24 was $127.00, which is normal. All monthly bills in 2024 have consistently been $110-$144. My bill due 9/15/24 is $782 before late fees. There was no justifiable reason for the extreme increase. Mustang sent a tech out to check for leaks or issues on their end. They found none. They required that I pay a private plumber to checks for leaks inside and outside. I did and payed $250 for the plumber to come out 2 times, no leaks or cause for increase were found. Mustang then added a late fee and insisted I pay $860 for 1 month of water service, with no explanation for the $700 increase in my bill! The only thing Mustang offered is an extension of a few days to pay the bill or disconnect water service on 10/9/24. Not only can I not pay this but there are apparently no resources available for help through any agencies to help families with utility costs. I lost my job on 9/17/24 and was a victim of wire fraud that drained my bank accounts. I have no money, no income, and no way to provide water for my household! Please help hold Mustang SUD accountable for their actions. They must be required to show proof, evidence, of what could possibly cause $700 increase in my bill with no changes in household size, no leaks, no explanation!

  Business Response

  Date: 10/16/2024

  To whom it may concern,

  After reviewing the account, this account reflected the same amount of usage the exact time last year.  The bill in question was for the summer months when usage is higher due to irrigation usage in some cases.  Our team has gone out and tested the meter and found nothing to be faulty.  No leak recorded,.  We have many options for a repayment plan.  An extension offers 10+ days after our disconnect day to allow time to make the payment.  We also offer our customers a payment plan option that can allow up to 3-6 months if needed to split the payment.  The late fee was waived which the customer also qualifies to have waived twice a year.

• Initial Complaint

  Date:09/14/2024

  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.

  Greetings.This Mustang Water in ****** is one of the, I've paid the water, and was promised to getting reconnected, but it has been almost 24hrs, I called the after hrs line twice, and I spoke to the employee on duty and he refused completely saying that "He doesn't have to reconnect, no further details need to be provided", he mentioned. I've read so many other reviews and it seems like I'm not the first one. Is it because it's a monopoly privilege this company has? Or it is another 1 bad apple, this guy could care less about us? He was rude, even after I pleaded about little kids in the house. I thank the after hrs personnel, she was veryhelpful and professional. But the on duty guy, was definitely out of character. I hope that this issue will be resolved soon.

  Business Response

  Date: 09/16/2024

  The account had an extension agreement which the account holder failed to pay in its entirety.  They brought the account current after our office was already closed. Our business hours resumed today and a reinstate of service has already been submitted.  

• Initial Complaint

  Date:09/10/2024

  Type:Billing 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.

  My water usage doubled in June, resulting in a $300 bill. This is way over the average that we have had for years. Mustang ran a diagnostics test and determined that I had a leak which used half of the billed amount in a three day period. They conveniently highlighted the hours of leaks/over usage and when it was resolved. The problem? We werent even home during that period and the leak magically fixed itself when we were gone as well (No, we dont have a working sprinkler system either). I monitored the meter when we got home and there is no sign of an ongoing leak. After two months of communication, we are now at the end of our extension and are being told we have to pay for the water used in this impossible scenario. They offered to prorate it if we sent in the repair invoice from the plumber, but we dont have one because the supposed leak magically fixed itself. After coming out a third time they claimed the meter was working, there is currently no leak, and that I would need to pay the full price. I offered to present receipts, time stamped photos, and Ring footage to prove nobody was at my house to use or repair the water during the time the diagnostics showed the huge influx. They were not interested and merely offered to break up my bill into four separate payments.

  Business Response

  Date: 09/11/2024

  September 11, 2024
  
  
  Complaint ID:   *************
  
  After review of all the information, our meter team took all the necessary steps when we have a concern of a high bill.  Our team inspected the meter for a leak,(no leak found), they did a data profile from the meter which did show an increase of water pulled through during the billing period affected and then slowed down.   This could be caused by a few things.  This shows us a breakdown of gallon usage per hour.  The meter was also tested for functionality which was performed and found to be working properly.  We have offered additional resources for them to pay their amount due by offering an extension and even offered to set up a payment plan as well.

  Customer Answer

  Date: 09/11/2024

  I am rejecting this response because:   MUD has yet to offer a valid explanation as to how such a large amount of water was used when we were not home. According to their own reports, they showed a slow leak which built up to a huge amount used over the course of 5-6 hours. Then, it somehow stopped completely. MUDs own techs came out and determined there was no leak following surge. The data presented by MUD is in direct opposition to any possible scenario they suggested (undetected leak, running water hose, etc). None of these explain how a days long minor leak resulted in a surge of usage that took place in our absence and then repaired itself. 
  

  MUDs additional resources offered were an extension that we had to file since we had to wait for their technicians to come out on several occasions and diagnostics to be run. The latest resolution has been to make us pay the full amount of water that cannot be accounted for, but split over a period of months to come. I want me bill prorated, not simply dispersed over months to come. I should not have to pay for something we did not use when I have various proofs that nobody was present and that repairs did not take place (especially when no valid explanation considering these circumstances has been offered by MUD). 

  Business Response

  Date: 09/18/2024

  We have tried to reach out to the customer to go over the account and all the procedures we have taken to hopefully resolve his concerns. We left a voicemail and have not heard back.  Our goal is to make sure we did our part in our steps to match their concerns and have been able to effectively do so.  We hope to hear from them soon.

  Customer Answer

  Date: 09/21/2024

  Due to my work schedule, I was unable to respond to Mustang's call/email on the day they reached out again. However, I was able to respond the following day and accepted their proposal. MUD reviewed our case and offered to discount our usage due to the unusual circumstances that took place. We have accepted their solution and will be closing the BBB case.

• Initial Complaint

  Date:08/26/2024

  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.

  On August 21, 2024 at 11:22 am CST I received an email from ***********************, Supervisor advising me I had a returned payment in the amount of $200.43 and had 0 days to pay with Cash only. I immediately responded to the email once I read it at 12:35 pm to say on the way. I paid my bill in my cash at the office around 1:14 pm and by the time I got home which was almost 2 pm, my water was cut off. When I called to see why they explained because it was my 3rd NSF that I had to pay that day but I did and they still cut off my water. If youre going to give someone 0 days to fix a NSF, call them as well as give them until close of business that day. Dont cut the water off 2 hours after notification and then expect me to pay a reconnect fee.

  Business Response

  Date: 09/10/2024

  To whom it may concern,
  
  The cut off the customer is referencing took place because when a customer makes a payment to keep services from being disconnected for non-payment and that payment is returned, the services are immediately suspended.  The letter was referencing the payment due without extra time to pay due to our policy for immediate suspension of service.  Services were reinstated once the payment was made in our office.
  
  Thank you

  Mustang SUD

• Initial Complaint

  Date:08/23/2024

  Type:Customer Service 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.

  I hope this message finds you well. I am writing to bring to your attention a persistent and disruptive issue that my family and I have been experiencing in our apartment. On several occasions, we have experienced a complete loss of water, which has significantly disrupted our daily routines, particularly in the mornings when we are getting ready for the day.This issue has not only been inconvenient but has also caused emotional distress for my family. My son, who is on the autism spectrum and suffers from severe anxiety, has been particularly affected. The unpredictability and inconsistency of the water supply have been a source of great stress for him, which has had a ripple effect on our entire households emotional well-being.I have attached a list of dates when these water outages occurred for your reference. I kindly request that this matter be addressed urgently to prevent further disruptions and distress. I appreciate your prompt attention to this issue and look forward to a swift resolution.July 17th 6:35 Am August 21 6:10 am August 22 6:14 am

  Business Response

  Date: 09/09/2024

  September 9, 2024
  
  Complaint ID: ********
  
  To whom it may concern,
  
  After reviewing the service address in the complaint, we were able to determine the dates referenced for low water pressure were impacted by high demand and irrigation usage in the area. 
  
  
  Respectfully,
  Mustang SUD