Complaints

This profile includes complaints for Mueller Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mueller Services, Inc.

  63 Main St Tonawanda, NY 14150-2133

  
• 

  Mueller Services, Inc.

  1 Center St Ste 2A Southington, CT 06489-3102

• 

  Mueller Services, Inc.

  1079 S Ancona Ave Ste 110 Eagle, ID 83616-5539

• 

  Mueller Services, Inc.

  187 Main St Ste 307 Emmaus, PA 18049-4017

• 

  Mueller Services, Inc.

  3205 Randall Pkwy Ste 203 Wilmington, NC 28403-2564

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:01/10/2025

  Type:Order 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.

  Auto Owners Insurance Company through ****** ******* **** subcontracted a photography company, Mueller, that sent a photographer to my home December 2, 2024 to photograph the exterior property--at least that is what I was told later. The man parked across from my door on a seldom used dirt road, for almost 20 minutes looking at my door, they down at something inside his vehicle. After about 15 minutes, I called the ******** Sheriff's office because to me he looked like he might be "casing" my house for theft, or worse. Then he parked in my driveway. When he finally did come to the door, he did not identify himself, only saying he was there on behalf of "the insurance company" to take photos. After getting out of his vehicle he walked around briefly and returned to his car and parked at the SE corner of the road "catty-corner" to ********************************************************* *** *******, 5:18 PM DIFS Consumer Online Complaint Forms - State of ******** my house for several more minutes. I live at the corner of two dirt roads that might see 3-4 cars go by a day. I am not happy about how this was handled. The insurance company just said, well you signed a contract that stated we could send someone to take photos and that they'd "never had a complaint about that company before . . ." Two days later we were notified that the insurance company had cancelled our homeowners insurance and refunded the 11 months we were no longer covered on their year in advance plan. We were told that the main reason was that our foundation was unstable, but we had to have a Construction Engineers report done on the home before we purchased it November 19, 2024. We submitted the report to the insurance company, but they still site the photos that we have not even seen.

  

  Business Response

  Date: 01/20/2025

  Hello, Thank you for bringing this matter to our attention. Your agent should be able to provide you with a copy of our report that will contain photos and a description of any concerns that were found on the property. If, after reviewing the report, you still believe there are errors, please contact us directly through our customer service department to initiate the process of correcting any inaccuracies. 

  Customer Answer

  Date: 01/20/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. Regards, ******* ****

• Initial Complaint

  Date:11/25/2024

  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.

  On 11/25/24 a man arrived at my home while I was at work. He knocked loudly multiple times for several minutes in spite of no one answering. My family, who arrived that morning on a red eye were all sleeping. My granddaughter became scared bc the man wouldnt leave so she went to wake her parents sleeping at the other side of the house. By the time my daughter in law approached him, he was in my backyard taking notes and photos. She asked him who he was and he said he was an insurance inspector sent to get updated photos. When she came inside to call me, he had left. This man did not ever speak with me or anyone at my home to set up an appointment and entered my yard without permission. The worse part, he left my backyard gate wide open endangering my dog, as I live on a busy road. Thankfully when my daughter in law called me, I asked her to go check the gates and I was shocked that someone who routinely enters people's yards would be so irresponsible. I then called my homeowners insurance company to ask if they had sent someone to the house and they told me that this person had nothing to do with them as they did not have on record requesting an inspection. When I return from work I listened to my messages that I had not accessed as I had been away the previous week and he had left a message that morning at eight fifteen saying his name was Keith and he was coming to inspect my property today for mueller reports. He left a contact number and I promptly called him back asking him to return my call and saying it was important but have yet to hear from him. This behavior is unacceptable and bordering on bullying not to mention illegal.

  

  Business Response

  Date: 12/05/2024

  Hello- Thank you for bringing this matter to our attention.  We apologize that are representative left your gate open. We are taking steps to assure that this does not happen in the future. 

• Initial Complaint

  Date:07/09/2024

  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.

  We had a man show up on June 28, 2024, at 630 pm CST, ringing the doorbell. No one answered in time, so he decided to enter our backyard without permission/ consent. When confronted and asked to leave the property, he began to yell that he was allowed to be there to take pictures of our home for insurance purposes and that he couldn't help if we did not know how to answer the door. When asked his name, he said, “What does it matter? You're kicking me off your property anyway.” Then he stated, “ Your insurance would now be canceled, Karen.”

  

  Business Response

  Date: 07/12/2024

  Hello-

  Thank you for bringing this matter to our attention. We apologize that are representative acted so unprofessionally. We are taking steps to assure that this does not happen in the future. 

• Initial Complaint

  Date:06/27/2024

  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.

  Mueller Reports sent a representative to my home to do a home inspection. Henry B**** came and said he was from the Mueller Reports company and told me that Mueller would provide me a copy of his report including pictures and video upon my request of the Mueller company. He gave my his card and a control number, Said to wait 2 weeks and give the Mueller company a call and they would provide the report to me. When I called Mueller Reports they told me they would not provide me with a copy of the report, so sorry. Told me to call my insurance co. *** ********. *** ******** said they don't have any such report. I was lied to by Mueller Reports and now they have video and pictures of the interior and exterior of my home. I want the full report and all pictures and video and i want it deleted from anyone else's possession.

  

  Business Response

  Date: 07/11/2024

  Mr. *********Thank you for bringing this concern to our attention. We apologize for the miscommunication received the day of your inspection. A copy of the completed report is available by requesting it from your agent or insurance carrier.

• Initial Complaint

  Date:05/03/2024

  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 received a HO insurance cancellation due to this company's inspection of the outside of my property. ********* cancelled my insurance policy due to "unfavorable physical condition of the property: moss on the roof! This is NOT true and now I have no insurance and no recourse. I have been a HO for 45 years and NEVER have I made a claim and now I am being directed to PA Insurance commissioner for Insurance. I would like to see the full report that was sent to ********* from this company.

  

  Business Response

  Date: 05/10/2024

  Hello,Thank you for bringing this matter to our attention.Your agent should be able to provide you with a copy of our report that will contain photos and a description of any concerns that were found on the property.If, after reviewing the repot, you still believe there are errors, please contact us directly through our customer service department to initiate the process of correcting any inaccuracies.

• Initial Complaint

  Date:05/03/2024

  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.

  A mueller Employee came to my house to do an inspection for *** ***. she filled my report with lies and said that we do not have a firewall causing us to be dropped from our insurance. They are refusing to send someone else out to redo the report.

  

  Business Response

  Date: 05/09/2024

  Hello We apologize that your experience with our company was not a better one. We do thank you for bringing these concerns to our attention. Unfortunately, we are not able to send another representative out to survey your property without your insurance carrier requesting a new survey to be completed. Please contact your agent or insurance carrier in order to request a new survey.  

• Initial Complaint

  Date:04/05/2024

  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 received several voicemails and calls from this business stating they needed to do a survey of my property per my insurance company. In the texts they sent links that “expire in 48 hours”, which is very unusual. In one voicemail it requests an “interior and exterior” inspection and in the other interior only. I have reached out to my mortgage lender as well as insurance company who both have no idea about this and have advised me to disregard the messages as it’s a scam and not authorized from them. Texts came from ###-###-#### While calls and voicemails came from ###-###-####. Neither are legit and this whole this is suspicious.

  

  Business Response

  Date: 04/09/2024

  Hello We were hired by your insurance carrier to complete an inspection of the interior and exterior of your property.  If you can provide us with the name of the person you spoke to at your agency, we will reach out to discuss the inspection process with them so that they can be assured that the inspection is authorized by the carrier.  If you prefer not to provide us their name, they can just call our customer service team at any time.

• Initial Complaint

  Date:02/07/2024

  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.

  This company had a worker enter the private property ie. Gated backyard to take pictures of property in regards to a home inspection. They never gave a formal phone call/email/written correspondence in regards to said inspection. The safety and legality aspects were negligent and disregarded.

  

  Business Response

  Date: 02/12/2024

  Hello- We apologize that you were not satisfied with the service you received.  A prenotification letter was sent to the address prior to our arrival. 

• Initial Complaint

  Date:10/11/2023

  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.

  Mueller reports sent a person over to inspect the property was a joke no training this was her first assignment it took her over two weeks to complete, after sending her all the photos and information along with a previous4 point inspection done the previous year, she finally showed up to take photos of the roof and assured me it was complete now, a few days later she ask me to send photos of the a/c unit so I send it to her right away. this was in august 2023 on October 3 ******* send a NONRENEWAL letter stating the reason for this action was my failure to provide required information as requested from an inspection. this report was provided by my insurance agent showing incorrect false information on report. 1-the photo of the water main was not from my house but another property. 2-report showing 3 bathrooms there is only 2 3-unable to provide a photo of the central heating unit, located in the attic. There is no central heating unit located in the attic is in a closet room, I send this so called inspector multiple photos of the a/c along with everything she ask for. if anything was missing she could have taken them herself or advice my before this report was a approved by her supervisor. when I called Mueller's reports, they claim there is nothing they can do that only the underwriter from ******* can correct this, so I called and was told I was not allowed to talk to underwriter only my agent can talk to them, so my agent called, and the story changed again now is because of granular loss to the shingles? I'm convinced is a scam to cancel policies by lying and falsifying information knowing is not true with no one being held accountable with citizens approval in the scheme to cancel policies. This company is a scam creating false reports while not caring about the facts only the bottom line profits at any cost to the insured while pleasing their masters (******* ******** ***) This is FRAUD they are acting in bad faith with no accountability and getting away with this while causing untold damage to many families causing policies to be cancel for no real reason.

  

  Business Response

  Date: 10/13/2023

  Hello- We apologize that your experience with our company was not a better one and thank you for bringing these concerns to our attention. After reviewing your concerns, I see we received notification yesterday afternoon that there is a dispute from your insurance carrier regarding the report findings. This has begun our internal process of reviewing the report to determine what corrective action is needed to resolve the items noted in the dispute from your insurance carrier. Thank you for your patience while we work to rectify this matter, and we apologize for the inconvenience this has caused.

  Customer Answer

  Date: 10/16/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I would like for them to correct all the errors on report, as this report has false information, made up information as well as wrong photo as I stated earlier in my complaint  ,The least they can do is have this inspection done correctly by a real inspector documenting the correct information.  Regards, ****** *********

  

  Business Response

  Date: 10/19/2023

  Hello- As you have submitted your concerns to your insurance carrier and begun the dispute process, and your carrier has notified Mueller of the dispute, we are in the process of working to resolve this matter. Your carrier will determine what course of action they would like us to take in order to resolve the concerns you outlined in the dispute, as we are not permitted to make that decision. At this time, we have not received confirmation from your carrier on what that course of action will be, but have requested the course of action be a new inspection. 

  Customer Answer

  Date: 10/20/2023

  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,  ****** *********

• Initial Complaint

  Date:05/12/2023

  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.

  The incorrect insurance report resulted in Policy cancellation and/or incorrect risk and premium charges.

  

  Business Response

  Date: 05/19/2023

  Hello, 

  After reviewing your concern we do not see any notes on our file stating that there is a dispute regarding the report findings. Please contact your local insurance agent to report the discrepancies to allow the investigation process to be initiated.

  

  Business Response

  Date: 05/30/2023

  Hello-We apologize that your experience with our company was not a better one.  We do thank you for bringing these concerns to our attention.Our report lists both the roof and heating systems to be 7 years old.  We also correctly noted that it was metal roofing.  We do not know where you are seeing that this was listed incorrectly.  You are possibly viewing something that was not created by our company. Our report only indicates that the inspector was unable to view the heater; not that there was any problems with the heating system.  Inspectors must use the utmost caution when determining what areas of the home are both safe for them to access and will not lead to damaging a policyholder’s property.  It is not unusual for an inspector to decline to go up into the attic and to our knowledge this should not have affected your insurance premium.  However, that is something only your insurance company and agency would be able to assure you of as we have no decision making regarding your cost of insurance.The home was unoccupied at the time of the survey and that is what the inspector indicated.  Unfortunately, we are not in a position to determine when occupancy will change but can only comment on the occupancy status at the time of the survey.  Your agent should be able to provide you with a copy of our report or you can request one through our customer service department.  

  Customer Answer

  Date: 05/30/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ***** ******* The attached report is from your company and was the original report submitted and reflects 17 years for the age of the home and associated  structures such as the roof and electrical.  Your report was only corrected after I brought the error to your inspectors attention after requesting a copy from my agent.  By that time the damage was done and they threatened a cancellation.  The report lists the house as vacant/for sale but the inspector never asked the status as I subsequently provided A signed lease and if you view the pictures in the report you can see the tenant was in the process of moving in. Lastly despite being provided a notice from the Texas department of insurance stating the roof is category 4 and qualifies for an insurance discount this was omitted from the report and as a result my rate was adjusted upwards. Your report was incorrect and incomplete   Causing me harm.  I would like the report amended showing the property as “ leased” not vacant/ for sale and also make reference to the category 4 roof and notice from Texas department of insurance which was provided to the inspector at the time of inspection.  As far as the heater , no hazard exists and the inspector didn’t even ask to see it.  it’s at the top of the stairs and is a high end system.  He was simply being lazy so the report should state inspector did not ask to see heater not that he couldn’t access it.  That’s incorrect and a lie.   My agent has no control over your report and it is your responsibility to issue a corrected report and provide me with a corrected copy.  Only then can I go back to the carrier and ask them to recalculate the underwriting.  Your original report full of errors is attached and I demand a corrected and accurate copy so I can go back to the carrier.   1) revise report and admit 17 year error  2) reference lease and change status to “ leased with occupancy of 5/15” 3) reference Texas department of Insurance notice ( attached) 4) reference inspector declined inspecting heater without prejudice ….. he was being lazy and never asked to see it.   Once You update the report and provide to the carrier I would like a copy so that I can contact the carrier directly.Your company failed to deliver an accurate  report causing me harm and you have a fiduciary obligation to correct it so I can go back to the carrier with the corrected report and request a premium adjustment.  simply referring me back to my agent is unacceptable as you must correct your report and answer why the original report listed 17 years (attached as part of original complaint)