ComplaintsforMullin Plumbing, Inc

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My widowed mother hired Mullins to unclog her drain. There were no leaks under the sink prior to the service call. The technician even saw that it wasnt leaking before he was going to get on the roof. He gave an extra tightening and cracked then plastic nut that secured the **trap. He then got on the roof with the sewer machine to unclog the drain. Once the sink was unclogged and we ran water in the sink is when we noticed the leak. He then proceeded to tell my mother and aunt that hes not a pipe guy, and left.

  Business response

  02/08/2024

  first of all , I called customer and attempted to speak with her but instead I got two women screaming at me.  I explained that didn't work for me and they were already stating they were going to complain on social media. Customer explained her son did the work on drain and knew it wasn't correct but wanted to run a hand auger through line themselves and was unsuccessful.  So my tech ran it from the customer's roof and cleared stoppage .  They asked him to attempt to repair under sink, he did what we train them to do in this situation give them a price to repair line properly which would include all new piping with proper cleanout.  She said that she didn't have the funds to do it and would attempt it herself.  Bottom line she paid us to clear line and we will return if she wants it to pay time plus material to repair drain line under sink.  

  Business response

  02/08/2024

  first of all , I called customer and attempted to speak with her but instead I got two women screaming at me.  I explained that didn't work for me and they were already stating they were going to complain on social media. Customer explained her son did the work on drain and knew it wasn't correct but wanted to run a hand auger through line themselves and was unsuccessful.  So my tech ran it from the customer's roof and cleared stoppage .  They asked him to attempt to repair under sink, he did what we train them to do in this situation give them a price to repair line properly which would include all new piping with proper cleanout.  She said that she didn't have the funds to do it and would attempt it herself.  Bottom line she paid us to clear line and we will return if she wants it to pay time plus material to repair drain line under sink. 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Job#*********. Mullin Plumbing came out 11-15-23 on a request made by my home warranty. Soon after tech started, I was told the blockage was cleared. After he called home warranty and his employer to report job completion, he said he made a mistake and there was still a blockage. He pulled up roots, used the ******, and the blockage was cleared. I knew home warranty wouldnt cover a camera inspection, so I asked how much it would be and exactly what he will be doing. He said he will use it to locate pipe where roots are growing, and he would get me an estimate for repair the next day. I asked 3 separate times if he found roots, and each time he said he was not focused on that because he was making sure the line was clear. He was at my home for 7.5 hours. When he asked for my payment, I asked when he would be back to replace the caulk at the base of my toilet. He said next day. When he left, I asked what time he would be back tomorrow. He said he couldn't and was booked all week. I asked for his estimate tomorrow for the camera inspection results, and he said he never checked for roots. He did send me an estimate that night for a cleanout, a camera inspection which I already paid for, and a ****** that was already done and covered by home warranty. I wasnt comfortable with that, so I called Mullin office and asked for a line-item estimate with separate charges for labor, parts, etc., and was told someone would call me. I had to make 5 calls with the same request before the tech called me back two weeks later. He tried to explain how he was charging me without giving exact amounts for each item and would never commit when I said I still need a line-item estimate. I went with a different company who came right out and completed the job, then I called Mullin a week before Christmas and requested a refund for the $275 camera inspection charge. I was told by the person who answered the phone that a supervisor would call me to take care of it. No response.

  Business response

  01/23/2024

  On 11/15 ************** arrived to a line backing up into customer's bathtub.  Technician ran 2" drain with machine to get line to drain down thinking line connected to customer's main sewer.  He charged for his work at that time of $249.  After further investigation the technician found that the main trunk line was backed up also.  Not finding a proper 2 way cleanout outside we explained to customer it would be necessary to pull a toilet to access.  After toilet was removed we attempted to clear the line with limited success and explained we needed to run a camera to locate main line exiting outside of home.  she agreed .  We located pipe below ground and dug up line and exposed pipe to attempt to clear blockage.  We did get it to drain down somewhat but needed to return with larger ****** and drain machine to reach possible break in line and to drain pipe down completely so we could use a camera to view extent of damage.  I , not the technician sent her a proposal of $800 to install proper cleanout, run cable machine and ******, then camera line to see extent of damage.  She was not interested in signing proposal.  I (***************************) explained to her and she agreed tech went above and beyond in his initial visit at a cost of only $524 .  I explained to her the charge for diagnosis, ******, camera(locator) additional 5.5 hours labor would have been $1519.00.  Not sure why customer believes in any way she is *********** a refund when tech did not charge our costs.  She made no reference about any caulking when we discussed work needed further. The camera charged was needed to locate line outside so we could do another $ 995 of free labor for her.  So absolutely not on any refunds I believe she has done very well for herself for work rendered.

   

   

   

  Business response

  01/23/2024

  On 11/15 ************** arrived to a line backing up into customer's bathtub.  Technician ran 2" drain with machine to get line to drain down thinking line connected to customer's main sewer.  He charged for his work at that time of $249.  After further investigation the technician found that the main trunk line was backed up also.  Not finding a proper 2 way cleanout outside we explained to customer it would be necessary to pull a toilet to access.  After toilet was removed we attempted to clear the line with limited success and explained we needed to run a camera to locate main line exiting outside of home.  she agreed .  We located pipe below ground and dug up line and exposed pipe to attempt to clear blockage.  We did get it to drain down somewhat but needed to return with larger ****** and drain machine to reach possible break in line and to drain pipe down completely so we could use a camera to view extent of damage.  I , not the technician sent her a proposal of $800 to install proper cleanout, run cable machine and ******, then camera line to see extent of damage.  She was not interested in signing proposal.  I (***************************) explained to her and she agreed tech went above and beyond in his initial visit at a cost of only $524 .  I explained to her the charge for diagnosis, ******, camera(locator) additional 5.5 hours labor would have been $1519.00.  Not sure why customer believes in any way she is *********** a refund when tech did not charge our costs.  She made no reference about any caulking when we discussed work needed further. The camera charged was needed to locate line outside so we could do another $ 995 of free labor for her.  So absolutely not on any refunds I believe she has done very well for herself for work rendered.

   

• Initial Complaint

  11/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Sending ******** the full explanation. Work was performed between December 2022 and August 2023 Estimate number 297006244 The bill not being adjusted for work not performed. Mullin said they were done with me and left me with a lot of work to do.

  Customer response

  11/03/2023

  A leak detection company determined that I had a 3.5gpm leak in my guest bath and a 3gpm leak in the rest of my house that they did not Isolate, but upon scoping the lines they identified a long sag under my den and roots coming through at joints in several places including the master bath.

  I hired Mullin to make repairs. They proposed rerouting the lines to bypass some of the problems while fixing others. The quote they gave me was to run all new lines from the kitchen, garage, and washer out to a point near the main in my backyard. They would then tie that into the new pipe from the point of the large leak in the guest bathroom and the hallway just outside the master bath. This would fix everything identified as a problem except for the master bath. It would remain on cast iron pipe with roots reportedly coming through. Mullin was advised of this, and the plan was to test it from the hallway while the line was open to see how far they needed to go. That was spelled out in the quote, “While drains are open, will run camera to see condition of bathroom drains and advise if any repairs are needed at that point.”

  They did not run a camera and test the master bath while the drain was open. Later, they ran a camera down the vents and told me it was just hair. I did not think of looking at the time, but I recently found photos that the leak detection company had taken of the area, and I do not see how this could have been hair.

  The connection they made between the new pipe and the old pipe in the hallway, from which they were supposed to test, leaked, and had to be remade. This was only discovered when we saw wet dirt under the connection after using the drain overnight. If they had filled in the trench one day earlier, I would have a leak under my house now. After this and other issues, I told them I wanted all the new lines tested. They said they could not test the new section they ran through my garage and down the driveway. I knew this was not correct and told them that either they would test, or I would hire someone else to test it. Later, I purchased a test plug and tested it myself. It was leaking. After even more issues, and sometime later, they finally tested it and got the same result that I did.

  ISSUE #1

  The toilet drain that Mullin had installed was stubbed out too close to both walls. Mullin had to cut and remove a portion of the slab repair from 6 months earlier and rework their plumbing. I had to buy materials and tools and repair the slab myself because they said they were done with me. I expect to be reimbursed for tools, materials and at their labor rate for my work.

  ISSUE #2

  When Mullin finally tested the new line through the garage, they verified that it was leaking. Mullin said it was a small leak and was not worth fixing. This is all new PVC. They made the glue joints. I have a tree in the area, and even if I did not, this is not acceptable. I told him if water is getting out, tree roots would get in. His reply was “not necessarily.” Their quote says, “Job will be done to customer’s satisfaction.” I can only imagine how much worse it could be if I had not told them I wanted as few joints as possible due to my trees and made them take back the short pieces of PVC they were planning to hodgepodge together.

  I expect Mullin to pay the expense for the isolation and repair of the leak(s).

  ISSUE #3

  The job required coordination with a foundation repair company that was hired to lift the guest bath area. The leak had caused the dirt to wash out and the slab was dropping. They would be using foam injection to lift the house and the foam would have filled the pipe if it were not repaired first.

  When they started the work, we discovered that the water lines were in the slab in the area that required lifting. The foundation repair company advised me that those lines would probably break when they lifted the slab. Mullin proposed replacing the water supply lines with PEX from the hall hot and cold splices they had made in the hallway, to a manifold in the wall, and feeding all the spigots in the guest bath (8 of them) through the attic from there. The price for that after a $1000 discount was $5,683.83.

  I agreed, but later decided to take a chance and have them install the PEX in the existing trench to the first hot and cold spigots and follow the other plan to feed from a manifold only if the lines broke. I paid the $5,683.83 thinking the lines would fail and if they did not Mullin would refund a portion; but four months later, once the foundation repair was done, they did not leak.

  When I asked the CEO at Mullin about refunding a portion of the total I paid, they would not adjust their price at all. The labor and materials for the work they did would not even be half of this charge. I did not ask for that and they offered nothing. I believe they owe me $2,800 for this, at least.

  ISSUE #4

  The quote included, “At the washer machine area: Will saw cut a 2x2 square, dig out and install new washer machine drain up to code”.

  They determined they did not need to cut into the slab in the laundry room as they thought they would. In fact, they did not even go all the way to the washer but instead put a rubber coupling on the old cast iron P-trap. They did not even bother to knock the rust off the trap, or remove some old duct tape on the pipe, before making the connection. Later, when I did my own static test on the drain, which by the way, they said could not be tested, I found that the drain was leaking there. They came back and ran new PVC all the way to the washer, like I paid them to do in the first place. They offered no price adjustment for not having to dig out the slab in the laundry room. Something needs to be refunded for this.

  ISSUE #5

  The concrete patch in the middle of my guest bedroom slab was not made level with the slab but appeared to be mounded and not very smooth. The concrete was still wet. Mullin’s contractors left without saying a word to me. When I saw it, I contacted Mullin and told them. They said their contractor was coming back so I left it. They never returned and it cured that way. It is so bad that we cannot install a wood floor. I can only hope we will not be able to feel it under the carpet.

  ISSUE #6

  From quote: “A new up to code floor drain will be installed at water heater location in accessible area.”

  While the job was in progress, the project manager said he had not noticed before, but the floor drain could not be done the way he thought. He said that he needed to leave it out, and instead, run my HVAC condensate line and water heater TPRV line out the front of the house.

  They made no attempt to insulate the openings around the lines. This was when we had negative temperatures for several days and it was very cold in my garage. I had to deal with this myself in the rain. These holes were only a foot away from my water line going to my front outdoor faucet. I was concerned it would freeze and burst.

  When summer came, the new condensate line leaked in my heater closet. The line was level and did not have the required drop to the wall. They fixed this by digging out the slab over the new drain in that area of the garage, and installing a floor drain there. So now I have two holes in my house for no reason. Why wasn’t this option proposed to me the first time while the slab was open? The 1.5’ x 4’ opening in my slab is still there today. I need to buy materials and repair the slab myself because they said they were done with me. I expect reimbursement for materials, concrete mixer rental, and labor rate for my work.

  ISSUE #7

  The trench in the yard.

  They did a terrible job backfilling the 85-foot trench in the yard. After 6 months, the dirt was mounded up at least one foot everywhere. They told me they would come back and rework it. They never did. They said they were done with me. I hauled off a truckload of dirt and leveled the yard myself over a month ago. The trench is still somehow level and has not settled any. The soil is clay and when it rains you can watch the water pour into the cracks. There must be huge voids in the trench they dug. Mullin owes me $40 for the dump fee, and hours of labor.

  ISSUE #8

  Joint not glued.

  I could not get the cleanout plugs off to test my drain. I thought they might be glued. It turned out they had used pipe dope and were very tight. When Mullin came out and tried to remove one, the pipe turned in the ground indicating a joint was not glued. I told them that it gave me no confidence in the rest of their work. This is when they agreed to test everything.

  ISSUE #9

  Leak found in master bath.

                 Mullin pulled my master bath toilet and performed a static test. They determined that either the master bath had a leak or that it was their connection from new PVC pipe to the existing cast iron pipe in the hallway. They said they could not get the test ball to hold anywhere that would isolate between the two and told me they needed to cut into the slab again and dig out the hallway to open the connection and test from there. I allowed this, thinking they were going to find and fix the leak but once they exposed their connection and saw that it was not leaking, they said they could not do anything else without my paying them. It was late. I told them to leave the hole open overnight and I would discuss it with management.

                 They did put the toilet back but told me it was not going to work long because I needed concrete repair around the flange. He said the bolts were not firmly in place.

                 I called and spoke to the CEO again and he said it had been 6 months since they were out and that my leak was a new problem. I feel that they did not do all they could to test when they were out the first time. They could have, and should have, done the static test when that line was open, and we would know for certain when the leak started. I would have gladly paid more to fix everything while my slab was open the first time.

                 The following day Mullin (I think his name was Damon) called and said, “they were done with me” and then hung up on me. I had not shouted or been rude. I was stunned. I called back and no one would talk to me. They said I was on their “Do not service list.” That is when I was left with a toilet to repair, a room full of dirt, three areas of slab to repair, and the trench work.

  ISSUE #10

  Repairing the master bath toilet that Mullin had not set properly.

  I called another plumbing company for an estimate. They advised me that the concrete was fine, and that I just needed longer screws. The estimate was $1068. I am on a fixed income, so I decided to do it myself. Mullin should pay me for this work that their own technician could not, or would not, do.

  ISSUE #11

  I replaced the dirt that they removed from the hallway. I rented a concrete mixer and repaired the slab in the hallway. I still need to rent a mixer and repair the garage slab. Mullin should pay for materials, rental fees, and my labor.

  Conclusion

  I have no confidence in any of the work they performed. I have a yard filled with their connections that were never tested and can only imagine how many of those are poorly made or even glued.

  We have a leak in the master bath. We are just waiting for the guest bath restoration to be completed before we can even think about repairing that. 

  Business response

  11/06/2023

  I am going to respond to this complaint appropriately by saying the job was done correctly and passed city inspection.  we went above and beyond to make these customers happy which I believe is completely impossible.  My CEO authorized doing close to $ 10,000 worth of free labor and parts without a single , thank you.  I have worked here over 20 years and will say these people were the most difficult from any aspect to deal with .  But as an employee here I am proud to say we tried.

  Customer response

  11/10/2023

  I am rejecting this response because:   Saying it passed city inspection shows how little Mullin cares for its customers. The inspector looked at the toilet position and passed it. He passed, joints that ended up leaking in the hallway, behind my washer, and in the new section under my garage and driveway. He did not even look in the floor drain area, heater closet, or the 11 feet of plumbing in the pantry wall. It ignores the fact that they left me with many problems and time-consuming repairs that I am still dealing with almost a year later. Passing inspection has nothing to do with testing, or being charged for work that wasn’t performed.
  
  They say they gave me free labor. Really! Is that what you call spending time repairing your own poor workmanship.
  
  Mullin’s response is unacceptable. I feel like they just hung up on us again, but this time, they insulted us first.
  
  Issue #1 (slab left open at toilet)
  I should be paid labor and materials in the amount they would have charged for pinning and repairing the slab at the toilet plumbing they had to move in order for me to use it.
  
  Issue #2 (Their new line that is leaking)
  Mullin should pay for the expense of isolating their bad connection and repairing it.
  
  Issue #3 (Charged for work not done)
  Mullin should refund at least $2,500.
  
  Issue #6
  I should be paid labor and materials in the amount they would have charged for pinning and repairing the slab at the floor drain.
  
  Issue #7 (leveling the trench)
  I should be paid labor in the amount they would have charged to level the trench. They should pay the $40 dump fee as well.
  
  Issue#10 (resetting leaking toilet that they pulled and did not set properly)
  Mullin should pay me what I was going to be charged by another plumbing company ($1,068) for doing their work properly.
  
  Issue #11
  I should be paid labor in the amount they would have charged or filling and compacting the dirt.
  I should be paid labor and materials in the amount they would have charged for pinning and repairing the slab in the hallway. I should be reimbursed for the concrete mixer rental. $61.76

  Business response

  11/15/2023

  I think his response shows exactly what we were dealing with entire time we worked there.  These accusations are completely false and have zero merit.  Again, we went above and beyond for these people,  hopefully they find happiness in their lives.

  Customer response

  11/20/2023

  I am rejecting this response because:    I have nothing further to add. It's obvious they don't care. Take this as my warning not to hire them.

• Initial Complaint

  02/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Description of your experience with this company: On 12/23/12, ****** Plumbing offered us their HVAC Platinum Service Plan ($969/year) providing free & unlimited service calls, free filters, parts coverage & free replacement of unrepairable equipment (effective 12/23/21 through 12/31/22). The initial offer promised additional inducement of air duct cleaning in Year 2. When we responded, company required we establish eligibility by purchasing over $1500 in HVAC components to "upgrade" our fully-functioning equipment. We complied in expectation that this would allow us to continue the Plan for the foreseeable future. On 7/21/22, company cancelled Plan. They allowed us to continue through pre-paid Year 1 but without renewal, "compensating" with offer far short of original. Given our heavy up-front investment, we phoned on 8/1/22 to complain that advertising had not warned that Plan could be terminated at any time. Moreover, the Plan had recruited us to sign up with inducements including a specific service available in Year 2a strong factor in our enrollment; offer wording constitutes implicit guarantee that program-compliant customers can continue participation at least for 2 years. We added that service provided in Year 1 fell short: while the Plan guaranteed free filters, we had to supply them, at additional cost of $250. Customer Service did not address complaints. We believe that Mullin preyed upon us to extract payment for otherwise unnecessary "upgrades," then terminated our participation prematurely.

  Business response

  03/08/2023

  Business Response /* (1000, 5, 2023/02/06) */ Mullin Plumbing, Inc. does not have any control of decisions rendered by new owners whom purchased this company. This decision is final and will not be offered in the future and or for any extended time to any customers who were on this plan. Consumer Response /* (3000, 7, 2023/02/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept Mullin's excuse that they are not responsible for their previous, deceptive business practice because they have sold the company. When Mullin Plumbing took my money for a long-term maintenance program in December 2021, they surely knew that their sale of the company was a likelihood (or certainty) in the next few months of 2022. The real possibility that a new owner might not continue previous warranty programs would have been predictable; Mullin's advertising nevertheless gave no indication that the program was subject to cancellation at any time. To the contrary, they continued promoting the program with advertising that indicated the oppositeby promising that compliant customers would receive a specific service (free air duct cleaning) in their second year of participation. In short, I paid for Mullins' expensive system upgrades in order to become eligible for a program that I reasonably believed would continue indefinitely, and certainly for at least another year. The company should be responsible to claims that they made while under the original ownership. Given that Mullin states that they will not now be responsible to their original contract, they should compensate us appropriately for their unilateral withdrawal from it. At the very least, they should refund the cost of the promised, second-year air duct cleaning. Business Response /* (4000, 10, 2023/02/15) */ as was stated , the new owners made this decision as it conflicted with their other company's programs. Consumer Response /* (4200, 12, 2023/02/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mullin profited considerably, and at our expense, from deceptive advertising that they circulated while under the original ownership. They made an implied, written guarantee of customer eligibility for continuing participation in a warranty program with large up-front costs, while simultaneously neglecting to warn that the program was subject to unilateral cancellation at any time. Mullin now apparently feels that their sale of the company soon after signing us up excuses them from responsibility for this shady dealing. They and they alone crafted deceptive advertising, and they alone benefited from it. Now they wish to take the profits and walk off, making no restitution to a pair of senior retirees whom they fleeced. Not acceptable. Shame on them.

• Initial Complaint

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We called Mullin out in January due to a clog from the downstairs shower that was backing up into a floor drain. We had a plumber look at it & he said it was just under the slab & not something that he did. Mullin came out & took a look and said that it was way more than just a clog. They would need to dig up the line in the back yard as the clog was deep into the line. They dug up the line in our back yard & hit our gas line & had broke it. This left our tenants without any heat or hot water. Once the line was completely dug up in our back yard we were told by Mullin that the house had settled and there was not enough drop between the house and the main sewer drain. The only way to fix it was to put in a "lift station" with a pump. Mullin said that the line coming out of the house was at almost the exact level as the main city sewer line tap. When we asked how this could happen, we were told that the house had settled. I questioned this repeatedly. Mullin told the tenant they could use the water but the line was open from the house & was dumping into their ditch. My tenant called & said that they tried using some water but it backed up into the house & the floor drain, like the orginal call. The house smelled so bad like sewer they could not live there any longer & they had no hot water. We called Mullin & the "on call technician" made a trip out to the house & as his notes state,"Relit water heater pilot and put heater back into service to give tenants hot water. Cleared shower drain in downstairs hall shower to allow it to be used." He cleared the shower drain, which was our original complaint. We were told that Mullin would put everything back but now we would have to have a pump to fix the drop from the house to the city. They installed a pump on the line. In Feb. & Mar. of this year I repeatedly called and texted, they would not finish the job. Late Mar.,job was completed. Mullin told us due to the fact that none of the work needed to be done that they would cancel the bill & give us a 2-year warranty on the pump, pump parts & the work that had been done In Sept. the pump went out. I called Mullin. They did return & I was told that the float was bad & needed to be replaced. They did replace the float, said they did. Their work order for that day says they, "cleaned off and reset back in station." Oct., I call a plumber to come out. I explained what Mullin had said and he did not think it sounded reasonable but agreed to check it. He found that the house sat 30 inches up from the main city sewer tap, plenty to not need a pump. We had never needed the pump. Mullin had made such a mess of the job and were very unprofessional, leaving my tenants without water and heat for days, mounds of dirt in my back yard, the fence down and the sidewalk missing for weeks/months. We had to pay another plumber $3,800.00 to repair the disceptation by Mullin. Remove the pump, that was not needed and run a 4" sewer line.

  Business response

  02/23/2023

  Business Response /* (1000, 5, 2022/11/22) */ start by saying the job was done properly, we elected to install a lift station due to the length and line running flat with limited fall. we felt this would eliminate the issue from being problematic in the future. Job was inspected and passed by the city of Broken Arrow. We did take down a fence which she agreed to and put back at our cost. Pump did have an issue but we repaired at no cost. It was customer's choice to replace line which was not needed. Customer also paid zero to date for our work. Shocked that we received this today. Consumer Response /* (3000, 7, 2022/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mullin says they installed the lift station due to the length & line running flat with limited fall but the line was not running flat with limited fall. The plumber that fixed the problem found 32" of drop from the house, with proper fall of 1/8 inch per foot. He also clearly states that no lift station is required. We should not have to pay to fix a problem that Mullin created. We asked Mullin to correct it before I called someone else out & they refused. There should never have been a lift station installed on our property, it was not needed. Business Response /* (4000, 9, 2022/11/25) */ let us say again, she did not pay a dime to Mullin Plumbing for replacement. If we are doing the math, she has paid only the other plumber for work rendered. Is she trying to go through BBB to pay nothing for her sewer problems ? Consumer Response /* (4200, 11, 2022/11/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) In January, Mullin said the only way to fix it was to put in a "lift station" with a pump to get the sewer down the line and into the main city sewer. Mullin said that the line coming out of the house was at almost the exact level as the main city sewer line tap. When we asked how this could happen, we were told that the house had settled through the years. I questioned this repeatedly as the foundation does not have cracks and a settling of this kind would have had to put the house well down below ground level. Wesley, Daniel, Eric and Jeremy, all Mullin employees, admitted they had really messed up the job. . We had never needed the pump. Mullin had made such a mess of the job and were very unprofessional, leaving my tenants without water and heat for days, mounds of dirt in my back yard, the fence down and the sidewalk missing for weeks/months. We should never have had to pay to remove a pump that was not needed due to deception on Mullin's part. We had to pay another plumber to fix the awful, unprofessional job that Mullin did. Clearly the reputable plumber says that there is plenty of drop & no pump is needed. Eric mentioned in text that he would be willing to fix the system correctly, as it should have been done, but that it would cost us. Why would they not fix it correctly from the beginning? We were told from Nick & Jeremy that we would not be charged due to the fact that none of the work needed to be done. Why would Mullin install a pump that was not needed & then refuse to correct the problem? Nick, from Mullin asked us to sign a release in September as they did not want to be liable any longer. If you put in the correct system why would you be worried about liability?

• Initial Complaint

  11/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired a Mullin Plumbing to come out and inspect my property. The technician said he had to cut a hole to get a visual (no other alternative) and I felt forced into giving him the go ahead. He did not use a drop cloth and made a huge mess of my bathroom with ceiling debris, which was then tracked through my house. He did not have a latter, he had to borrow mine, he came unprepared. During this process he did not have the tools he needed and had to drive to Lowes twice as a result which is a minimum of 25 minutes each way, he said he only charged me for one trip. This is unacceptable. To top it off, he did not repair the issue and left my bathroom towel ruined/stained, and had I not found the issue he left with leaving the shower handles loose I could have had a much larger problem on my hands. Now I've had to hire another company to come out and do another inspection, and likely pay for the repairs that should have been done by Mullins Plumbing. They did not tell me any pricing information until the end when I got hit with a crazy bill of $750 for replacing a $50 part. Integrity is everything. I do not trust your business and am respectfully requesting a refund.

  Business response

  02/23/2023

  Business Response /* (1000, 9, 2022/11/14) */ I have left voice message to Mrs. ******** but no response from her. Consumer Response /* (3000, 11, 2022/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I sent an email to Nick after having no communication from my original email. See attached. Business Response /* (4000, 17, 2022/12/12) */ Hannah, I tried multiple times to contact the customer, we have no problem working with her . thanks in advance Damon

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  O8/4/22 Mullin Plumbing came out to fix a leak in the valve going to the washing machine. They replaced both the hot and cold valve. I did not use the washer that day. The next morning I woke to a flooded utility room. The plumber came back out, called the damage in to the company and told me not to worry that Mullen would take care of the damage. They proceeded to call Dynamic Restoration, who came out immediately and put down fans and checked the extent of damage which had seeped into my entryway and living/dining room. They also sent out a flooring representation. The restoration company pulled up a large section of my floor in the entry and dining/living room. There is damage to the sheet rock and baseboards as well. Now Mullin is telling me to use my Homeowners insurance, that they are taking no further action. They have now told Dynamic Restoration to contact me for payment. This is not a Homeowners claim. It is clearly a liability claim. I paid the plumber for the service and take no issue with that, nor am I requesting that money back. My complaint is that they caused the damage, said they would take care of, hired a restoration company and a flooring company and now refuse to take responsibility I have photos but they will not upload. Can I send separately?

  Business response

  10/17/2022

  Business Response /* (1000, 5, 2022/08/18) */ customer is correct , we stopped due to a liability of a part failure. We assumed they would take part in the claim, to that we take responsibility. We will address all of the customer's concerns and make all proper repairs and deal with the insurance from our side. Again, we apologize for assuming she was being taken care of, and hopefully they will be pleased with our efforts. thank you

• Initial Complaint

  07/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We requested service last spring for our septic that needed to be cleaned out. We signed up for their monthly service for $65 per month and they were to come out once a month to do maintenance on it. We wrote a check for the service they provided for three hundred and some odd dollars to get it cleaned out and it ended up bouncing and we didn't realize it until a few months later went it was turned into the DAs office. During which time, they put a hold on our monthly servicing but continued to deduct the $65 each month. We contacted them in November when we realized what was going on and stopped the monthly deduction and asked that with the $520 that was deducted, which was more than what the check close was for could be applied to that and call it even. The manager called me back the next day and said they didn't want to lose our service so if we would agree to start up service with them again, they would call the DA and have them return the check to Mullin plumbing as a mistake. I reluctantly said yes and I asked the manager to have accounting call me so that I can restart the monthly deductions. No one ever called. I emailed the manager with no response. It was the holidays and got busy and forgot about it until spring and I emailed him again with no response. His email address is correct with what is online too because I checked. I end up calling again and he was on vacation and another manager said in order to clear it we would have to pay an entire year up front since it was a bad check. I notified them that is not what I was told previously and that I wanted to talk to the other guy. Low and behold our check was sent back to the DA and now will have a warrant out for my arrest if I do not pay by 7/7/22 which I don't have the money to do. They took $520 from us without any service so I feel they should just call it even and we can both go our separate ways. Please help.

  Business response

  07/18/2022

  Business Response /* (1000, 5, 2022/07/07) */ When customer first signed up on our plan work was performed at at cost to bring the system up to good working order which is the requirement to be allowed on the plan. The initial hot check received for this work is what bounced. The check was to the DA after repeated attempts to collect. We are unable to collect on a bill that has been sent to the DA by law that must be resolved with the DA. We never have been paid for this discounted work. We only sent the check once it has never been sent back to us . AND have talked to customer multiple times to resolve this and even reached out to the DA's office to try and help them again on 7-6 they have agreed to return the check to us and we will happily settle the account once we receive it back. Consumer Response /* (2000, 7, 2022/07/11) */ This complaint has been resolved as of today. We no longer wish to pursue the complaint. Thank you!

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought this house in Aug, 2021. The previous owners hired Mullins Plumbing to put in a new shower pan and tile ( which we agreed to pay the tile) in the master bath at their expense, after we moved in. I met with Mullins, got the bid and sent it to the previous owners ( which are also realtors). They agreed to the price, work was to take 3 days, ended up at 3 weeks, the job looks terrible, the grout still holds water in several places around floor of shower and places on the walls. Mullins was pd in full before the job was ever completed, without me knowing that fact. It was over 5000.00. My dis-satisfaction was discussed with the other owners, she came to see it and was as disappointed as I am. In speaking with Mullins, they assured me, they would work with me on this, but now I'm told no, there is nothing else they will do. I've asked to speak with Mark Wayne Mullins, and told he doesn't own it anymore. Nor can I speak to ANYONE WITH AUTHORITY. All I want is this to be a presentable shower, not one that looks like a 5 yr. old did it. If they didn't know how to do tile work, they shouldn't have taken the job. I STILL WANT TO DISCUSS THIS with Mr. Mullins about the rudeness, and unprofessional outcome of this. The bad part is 3 different people worked on this tile job and this is the best they could do. I was told by the " supervisor " *****************, to get another company to look at and they " might" pay some on it. They should have to pay for all of it, if this is what has to be done. Please help me with a solution, we're not in the habit of being taken advantage of like this.

  Business response

  07/14/2022

  Business Response /* (1000, 19, 2022/06/13) */ In regard to the tilework at *************************. For the ********. Job began 11/11/21, which involved demolition of lower tile and removal of leaking Shower pan. Due to water loss job became bigger due to present of mold which required us to go further up wall. Job concluded on 11/29/21 after framework, shower pan replacement And tile and grout was installed. New homeowner's also left a week to return to Texas where they previously resided. After work was completed, New homeowner Called 12/3/21 stating that shower floor tile did not shine the way she would like. Noting (tile was supplied by customer) and was a ceramic tile which does not have any Shine qualities. We came out at no charge and properly cleaned and polished stone for homeowner. On 12/7 she called again stating door was needing adjusted and stating Maybe grout was reasoning for dullness. On 12/10 we returned to polish tile again. 12/15, we returned again to change grout color at no charge for material and or labor. 12/7 we came and at added grout sealer at no cost to homeowner. To sum the situation up, we were paid in full by our customer the ******** for entire job. The job Was concluded in a timely manner, and the pictures included shows the quality of work. Workmanship was never a factor in us returning to new homeowner's residence. Homeowner is correct that multiple people did work on project but usually job's of this magnitude requires this. The technician who laid tile has over 25 years in this business. Two things to consider is customer supplied us with a tile that does not exhibit shiny properties and homeowner continually bragged about using the BBB in Texas to achieve free Labor and materials from other companies. Bottom line we bent over backwards to appease homeowner at no cost to her. After looking at pictures you will see work Was satisfactory and complete.

• Initial Complaint

  03/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have a broken pipe under our house. Was told over the phone the job would be $128 for the first hour and $64 for every 1/2 hour after that. Plumber did an inspection and informed us it would be $1300 for the first four hours of labor. That's $325 an hour. We got 4 other quotes from local plumbers, all of which quoted $20 to $30 dollars per hour. If they had told us that over the phone that their rate was $325 an hour, we would not have had them come out. If they didn't want the job, they could have just said so instead of inflating their estimate. We would like our $128 back seeing that the rate we were quoted on the phone was not what was quoted to us on site.

  Business response

  03/31/2022

  Business Response /* (1000, 5, 2022/03/15) */ i will be refunding the $128 via check sent to home address

*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. ↩