Complaints

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:09/30/2024

  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 have bought the property with ************* home. Mustang Plumbing is the contractor for ths plumbing. The toilet does not flush, the bathroom tub is filled with water, the water flows in the bathroom tub when we turn on water in kitchen. This issue has been brought to their attention but they did not take it seriously. I called them they stopped by and left without resolving the issue.

  Business Response

  Date: 10/23/2024

  Hello, 

  I had not received this complaint prior till now. On this customer's house, we were called on 8/26 for a stoppage. Upon going out, homeowner informed us everything was working now, and he had to leave for work anyways. We scheduled a follow up call to verify everything was working on 8/27. When we showed up, everything was functioning properly. We have not received a call back since then. We have called the homeowner as of 10:45 on 10/23 and they did not answer. They also do not have voicemail setup. Called again shortly after and scheduled him for first call on 10/24. We will run a camera in the lines to determine if there is an underlying issue. 

• Initial Complaint

  Date:03/14/2023

  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 noticed my garbage disposal unit was not working as expected. I contacted my builders, as I had closed the home end of Sept 2022 and expected this unit to be on warranty. The builder gave me Mustang Plumbings number as they did the plumbing work at my home. I contacted them on Mar 9, 2023, and I was informed that the warranty covers unit malfunction and if there was debris stuck between the blades (in which case they will as ********** to pay). The technician came in, rotated the blades and poured water. The unit then started working fine. The technician also told me that since he couldn't find the reason why this unit wasn't working before (unit malfunction or debris or something else), I'd most likely not be charged. I was surprised when after all this, I saw a bill for $225 on my credit card on Mar 14, 2023. I called Mustang Plumbing to explain the charges and they couldn't tell me the reason why the unit wasn't working. They made up stories that I was informed of a trip fee (which I wasn't) and that I was informed this unit has no warranty (which I wasn't again). The customer service was very rude and when I told them I will dispute the charges since they don't know what the reason for the unit not working was, they told me they will cancel all warranty on my home products here on and cut the call. Resolution needed -1. Refund my $225 or explain why I'm being charged. 2. Reinstate my warranty for all plumbing work they cover. They cannot cancel my warranty just because I don't agree to be tricked out of money.

  Business Response

  Date: 03/27/2023

  Good morning, 

   

  I apologize for the late response as I did not initially see this complaint. I am sorry this was not communicated more effectively. I will be reversing this charge for your troubles. The explanation should've been that disposal jams are not covered under normal warranty, as what is put down them and improper use are directly responsible for them jamming. Your home warranty by us will not be affected by this. Please call us if you have any further plumbing issues. 

  Customer Answer

  Date: 03/27/2023

  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.
  
  Regards,
  
  ***************************************

• Initial Complaint

  Date:01/13/2023

  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.

  I submitted your "Contact Us" form twice, using this link "************************************************" and waited a week minimum between each email. Those emails were ignored. I finally had to call on 1/4/23 and they claim their online form was down.. Ok, so add it to your website saying it's down. During the December "Freeze", we lost the ability to use all 3 toilets in the house (2 of which are interior), because the lines froze in the attic. I have lived in many homes in Central *****, including another one in the Feb 2021 freeze. I never had a single line freeze in that house, or any previous house. We have pictures of the *** plumbing throughout the attic without insulation wrapped on it prior to sheetrock/blown insulation. I was told on 1/4 call that the house passed inspection twice, but they would send someone out at no charge to check everything out as to why our lines froze. Then, today, a few hours before the appt time, they call and try to sucker me into paying a service call fee, which I argued that was *OT what was promised. This is a home warranty issue. Mustang does not stand behind their work. Water lines should *OT have froze if they were properly insulated. There is obviously an issue because we did not lose water anywhere else in the house other than the cold water on the sink on the * side of the house, even though it was being dripped.The first issue we had w/ Mustang, not related to this, is when we first moved in May 2022, was the gas line to the laundry room was not connected properly in the wall. Our hired plumber to connect the gas dryer found the gas lines behind the wall to be loose, so he had to cut a hole in the sheetrock to repair it. Thankfully builder had the sheetrock guys back out to repair that damage quickly.

  Business Response

  Date: 01/16/2023

  Hello ****, thank you for informing me about the contact link. I will work with **************** to resolve that. Per my response on ******* I will have someone reach out to you today to schedule a courtesy call. Every house is plumbed different, and there are many variables that could allow your water lines to freeze up in temperature extremes. I am a little confused about your request as you state that you lost the ability to use 3 toilets, but later in the complaint you state that you only lost water on the cold side of one sink. Lines in the attic are considered insulated if they are in the blown in insulation in the attic per local building ordinances. I am also disappointed to hear about your gas issue, and that we were not given the ability to come and take a look at it. Often times appliance installers will try to loosen the cap and end up loosing the pipe inside of the wall.

  Customer Answer

  Date: 01/18/2023

  I feel the need to reply here as there is no way to reply back otherwise..
  
  The freezing of the lines on the north wall make complete sense, however, I have lived in ***** my entire life, and endured many severe freezes in older and newer houses.  *ever once, in any previous home, have I experienced the lines freezing lines (even in the attic).
  
  The master bath has lines on the outside wall as well, but those were never once an issue (just a little air in the line from small pieces of ice breaking up I suppose).
  
  To clarify my message about what actually froze:
  
  1) All 3 toilets - none of the 3 tanks would not fill back up upon flushing.  Had to get water from the bathtub faucet to tank to flush. 
  2) The sink on the * wall COLD tap. 
  
  In all, 3 toilets and one sink froze (all cold water). 
  
  It is concerning that two of the toilets are in middle of the house, and one runs mainly or directly underneath the 2nd floor game room.  Why other cold water faucets didn't freeze (showers, sink faucets, etc.)  makes the situation even moreso problematic, as that says to me insulation was adequate in those locations.
  
  As for the gas comment - I did call to get a quote to have the gas dryer connected - I do not recall the cost as it was months ago, but it was way more than who I usually use.   So, I called the plumber I've used for years to come out and connect it. Wasn't an appliance installer.
  
  The note in the paragraph should have read:
  There is obviously an issue because we did not lose water (faucets) anywhere else in the house other than the cold water on the sink on the * side of the house.

  Business Response

  Date: 01/20/2023

  We are on schedule to evaluate the issue in person. 

  Customer Answer

  Date: 01/26/2023

  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.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:12/05/2022

  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.

  One of the technicians from Mustang Plumbing installed a hose bib on the east side of my property and failed to inspect his work. The joint was improperly soldered and caused a leak. My water bill totaled to a $699 for ****** gallons of usage during this time. I contacted Mustang plumbing since the builder stated Mustang warranties their work. I asked to be re-imbursed for the overage use caused by the leak. After a week of having to call and push the issue through, I never received a call back from their leadership regarding the issue. They ultimately denied paying for the leak the technician caused and they have left me stuck with the bill. ******* at Mustang plumbing stated both ***************************** (Service Manger) and **** *** (VP) are unable to take responsibility for the leak.

  Business Response

  Date: 01/10/2023

  Good afternoon, 

   

  Last we had talked, you were supposed to get a copy of the data logs from ********* to determine how much of the leak was your water bill vs normal usage and sprinklers. I have yet to see that, but if you send it to me, I would be glad to work something out with you. 

  Customer Answer

  Date: 01/20/2023

  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.
  
  Regards,
  
  **********************