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:02/19/2025

  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 9/26/24 I closed on a new construction home in ***************** Advance, **. Within weeks, new construction started on 2 houses directly in front of me. Daily, there would be numerous trucks, cars, tractors, excavators, skidsteers, etc using the street in front of my driveway. My home office window can see directly onto this area. I would witness their trucks using my driveway as a turnaround, or parking along the entrance to it. I placed a Mungo barricade to prevent this, but even witnessed them driving over the barricade and dragging it along my driveway (to which I reported to one of the builder supervisors). The driveway curing time should be about 28 days in optimal weather. My driveway did not get this before these vehicles started using it. Thus, the entrance to my driveway is crumbled, with a long large gash and cement rocks are crumbling out ot it. It is getting worse. I have never even used the right side of my driveway (where it is the worst), so this damage did not come from me! The warranty **** said "this is not a warranty issue", which I dispute as it is part of my house design, and I (the homeowner) did not cause the damage.

  Business Response

  Date: 02/19/2025

  Each Mungo home is backed by a ten-year Limited Warranty Agreement, administered by Quality Builders *********************

  Wed like to bring your attention to Section III of the Limited Warranty, which outlines the exclusions from the coverage provided under this agreement. Specifically, it states, "In addition to the non-load bearing elements excluded from the definition of ***** Structural Defects, the following damages, losses,deficiencies, or defects are not covered by this Agreement (beyond those identified in the Enrollment Form)." Subsection E (included with this response) details that damages to driveways, walkways, streets, and similar areas are not covered by the warranty.

  While the concern raised by the homeowner is not covered under the warranty terms, a representative from Mungo Homes personally met with the homeowner to discuss the issue. During this meeting, the representative clarified that it is our standard procedure to conduct a community review once a certain number of homes are completed. At that time, we assess and make repairs to sidewalks as needed.

  Thank you for your understanding, and please dont hesitate to reach out to us directly if you have further questions.

  Customer Answer

  Date: 02/19/2025

   I am rejecting this response because: it is unfair to expect homeowners to have to wait two more years to get an issue like this addressed when it was not of their making. The final phase of this development hasnt even broken ground yet. It will take a good two years to complete. It is the builder that produced this issue with my driveway. The portion of my driveway in the picture is deteriorating. I should not be expected to have to manage this whenever I need to use that side of my driveway or guests need to use it either. it is continually getting worse and needs to be addressed now.
  
  
  

  Business Response

  Date: 02/20/2025

  We fully understand and appreciate the homeowner's position.However, as driveways are not covered under warranty, there is no action to be taken at this time. Once our community walkthrough is completed, with a sufficient number of homes complete, we will carefully assess all sidewalks and address any repairs that are deemed necessary. We sincerely thank the homeowner for their patience and understanding in this matter.
  

  Customer Answer

  Date: 02/20/2025

  I am rejecting this response because: They did not resolve the issue. Clearly...they also don't plan to do so any time soon. Their blanket response covers their liability and provides them a means to ignore this at this time. Unfortunate for us homeowners. 
  
  
  

• Initial Complaint

  Date:02/04/2025

  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 closed on my new home September 26, 2024. Prior to, I was told by the sales agent that there would be shrubs planted around the transformers in my yard and my neighbors yards.On October 30, I reached out to her again in an email to question when they would be doing this. She said she was checking and would let me know. In the meantime, every single house they have continued to build since mine, has these shrubs in place.

  Business Response

  Date: 02/06/2025

  We would like to express our gratitude to the homeowner for bringing this matter to our attention. During the construction process, shrubs were being planted around utility boxes until the utility company requested a temporary pause. While planting resumed, we unfortunately overlooked the installation of shrubs around the utility boxes in the homeowners yard.
  

  We are currently coordinating with our landscaper to ensure that the required shrubs are planted by the end of next week, pending any weather-related delays. We sincerely appreciate the homeowners patience as we work to address and resolve this issue.

  Customer Answer

  Date: 02/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. As of today, 2/10/25, they are outside putting the shrubs in place. Thank you for your assistance!

• Initial Complaint

  Date:01/12/2025

  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 have a 10yr at builders warranty. We bought the house in 2020. We had shower leaking water into our dinning room in 2022. They changed the shower in 2023 but water is still leaking into our dinning room as is today. I thought we still had the issue based on the amount of mold but I assume it took this long to start leaking again after they patched it last year. I told them something was wrong with the shower but they ignored me. Now the contact says wrong number so not sure if he no longer works there or is avoiding me. This is not a shower issue but a build issue which is still within the 10yr build warranty.

  Business Response

  Date: 01/15/2025

  A ten-year home warranty executed by Quality Builders ******************** 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.  Although the home was outside of the first-year warranty period when the original concern presented itself, and was no longer covered under warranty, the plumber replaced the shower pan and resealed all affected areas as a gesture of goodwill. It was determined that the cause was due to failure to maintain the caulk line at the base of the tile where the tile wall meets the shower pan.

  While the repair made in 2022 is no longer covered under warranty, Mungo Homes would like to review the homeowners concerns in person.  A member of the warranty management team will contact the homeowner directly to schedule a review visit. 

• Initial Complaint

  Date:07/25/2024

  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.

  Closed on a home in February of 2021. Informed on 7/25/2024 that the wall duct behind the dryer is loose inside the wall and is a fire hazard! This should NEVER happened let alone 3.5 years in. Currently looking for someone to inspect to determine next steps. In the interim, advised by appliance warranty tech not to use the dryer. Lugging laundry to the laundromat is difficult physically, but once again due to Mungo cutting corners with subpar materials or hiring incompetent contractors, I am inconvenienced.This is the second fire hazard that has resulted from Mungo's shoddy workmanship. When lightening struck the ** unit, the HV** servicer discovered that the safety (don't recall actual term), wasn't placed on the wiring in the attic to prevent arcing. Thankfully, he put 2 on free of charge. Mungo "Community Managers" constantly blame the contractors. The contractors aren't named in large font on the contract, etc! After getting notified of poor performance, Mungo should at the very least threaten to end the relationship.At this point, anyone representing Mungo can't be trusted with my safety. Therefore, I am requesting that the cost of the repair be covered by Mungo/******* Properties.

  Business Response

  Date: 08/01/2024

  Mungo Homes places high priority on integrity, homeowner satisfaction, and stands behind the work we perform. When an issue 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.

  The homeowner did not purchase an appliance package from Mungo Homes; therefore,Mungo Homes did not install the homeowners dryer. Although the home is outside of the first-year warranty period, and there is no way to know what might have occurred when the dryer was installed, we are more than happy to review this concern to ensure the duct work was installed properly.

  A Mungo Homes representative will be in touch with the homeowner directly to schedule a review visit. We look forward to working with the homeowner to assess their concerns. 

  Customer Answer

  Date: 08/01/2024

   I am rejecting this response because:  The issue IS NOT with the dryer.  It's the duct work inside the wall/behind the drywall which was installed by Mungo's contractors.  This is part of the building process. 

  Obviously no pictures can be attached without tearing out drywall.
  
  

  
  

• Initial Complaint

  Date:03/16/2024

  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.

  We purchased our home on June 2022 and have had many issues with the builder not following through with completing things that need to be fixed. One of our biggest issues has been the lawn, (which is priced at $5,000 in our Mortgage payment). They have failed to come and level/grade properly so the lawn stops rotting and smelling like rotten eggs after it rains, and killing the grass, leaving dents/**** un evenly. In addition we have light fixtures that keep falling from the ceiling, we have endless of window screens that have gaps which allow bugs to get in; defeating their purpose, our master bedroom bathtub faucet is not working properly, our front door still doesn't properly work with a key and we still take a long time to get hot water through. the tile in the bathroom was never addressed/There are several drywal issues. Cabinets were scratched from the very beginning doors coming loose constantly wholes where there should be any. Mungo homes has come at least 3 times and completly taken note off all the issues but they fail to follow though. At this point we are about to have 2 years in our home and still don't have any reason to believe that they will follow though and fix all of these things. This is our fourth home and our third new build. We have never had so many issues getting things completed. We understand the company has made many bussiness changes but believe we have been more than patient with them. Again, it has been almost 2 years and they continue to try and come, make reports, take pictures, assure us it will get fixed and then fail to follow though. we have emailed submitted pictures various times. someone recently said we only have 4 issues remaining which is a lie. they took up some of my grass added very ugly pipes to my gutters unfinished job no one came back. broke landscape decorations. they have never cared to get this addressed correctly. anyone else in this situation would have sought other methods.

  Business Response

  Date: 03/20/2024

  Mungo Homes sincerely apologizes for any inconvenience encountered during the warranty process. Our warranty team has been in contact with the homeowner and an appointment has been scheduled for March 25, 2024, at 4:00pm to review all stated concerns. We are committed to working with the homeowner to ensure all warrantable items are addressed appropriately and within a timely manner.

• Initial Complaint

  Date:03/11/2023

  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 reported a warranty issue with standing water that is outside the covenants of 48 hours in late December and again on Jan 4. I heard from a warranty manager on 2/15. Since then I have been told 5 times that they’re waiting on a quote from their landscaper. I received two quotes myself within a weeks time. My access to the back yard for lawn maintenance etc. is only from this side of house I am requesting they fix the pooling water caused by adjacent yards drain pipes open to a slope draining on my property without proper sloping to allow water to drain away instead of directly to my foundation

  Business Response

  Date: 03/14/2023

  We are trying to get permission from the adjoining property to correct this issue.  Once we have it we with schedule the work for the correction. 

• Initial Complaint

  Date:12/20/2022

  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.

  We have paid HOA dues for an entry sign to our neighborhood and it has been over 13 months since the neighborhood began. I previously filed a complaint and was promised that it would be completed by August 2022. We have 8 neighbors ready to file complaints if we don’t get a resolution.

  Business Response

  Date: 12/22/2022

  Please accept our apologies for the inconvenience this has caused. Our contractor has run into issues. He has advised us that he has a new crew in place and will have the entrance monument complete by January 31, 2023. Tell us why here...

  Customer Answer

  Date: 12/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:10/12/2022

  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.

  Our home was built by Shugart/Mungo homes. Our flooring installation was subcontracted by ******** ********* ********. Seven months after being in our new build home the flooring began to separate and crack. We notified the builder who in turn notified the installation company. ******** ********* ******** refused to stand by the one year warranty and WILL NOT repair our now unappealing floor.

  Business Response

  Date: 10/14/2022

  Floor damage caused by rolling point loads are not a warrantable item.  Install company contacted the floor manufacturer all parties inspected the floor and customer received an explanation of why this is not a warranty item. 

  Customer Answer

  Date: 10/14/2022

   I am rejecting this response because:
  There are other areas in my home that are not my office and they were shown pictures. To spend almost 4,000 in a floor upgrade to have our kitchen island area and our dining room with the same issue when its used only when meals take place. Being told it would be repaired (by the floor installation rep that was sent) to having our kitchen begin to have a concrete slab exposed is unacceptable. 

• Initial Complaint

  Date:09/08/2022

  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.

  We bought a house from Shugart homes and were promised to fix things that should be taken care of within a year under the warranty. We made those claims on time, two different employees came to my home, promising to take care of those issues since they were covered under the warranty. Its been months since then, and they never showed up or call. This company only makes false claims, promises but will not complete the job.

  Business Response

  Date: 09/12/2022

  One item on the warranty was not complete due to the wrong vendor was contacted.  Customer will be contacted and the repair will be completed.

  Customer Answer

  Date: 09/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. I will look forward for them to complete the job accurately,  I will keep BBB updated. 

• Initial Complaint

  Date:07/20/2022

  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.

  We are in a new construction neighborhood that is near completion. I believe there are 2 houses left that are almost finished. We were charged in our HOA dues for maintenance of an entryway sign for the neighborhood. I have contacted the HOA as well as the builder and no one will give any answers on why there has been no entryway sign put up. This builder has another neighborhood approx 5 miles away that is nowhere near complete and they already have an entryway sign. We are paying dues for 10 months on something that doesn’t exist. They will be expecting another payment with no answers on the entryway sign. I have contacted all of the numbers that I have. I need help and guidance as to a resolution.

  Business Response

  Date: 07/21/2022

  Good afternoon - We have an approved permit and plan (see attached) for the entry monument at Avalon. We are currently pricing out with vendors to do the work and hope to break ground in August 2022. 

  Customer Answer

  Date: 07/21/2022

  Better Business Bureau:
  I will accept this response at this time, however, I will be back in touch if the sign is not up by Fall 2022. Thank you for your help. 
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.