ComplaintsforMasTec North America, Inc.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  February 2024 MasTec Network Solutions started digging up my yard for the installing of Fiber Optic internet from the city of ****** of which I don't have any control over. On march 20, 2024 I noticed my plumbing was not working so I contacted *************************** from Xfinity yo let him know that my plumbing was not working so he sent *********************** to take look at my plumbing. I have lived in my home since 2015 and never had major plumbing problems until they dug up my yard. *********************** and his team was on my property for about 4 hours and couldn't figure the problem out. It started to sprinkle and they said they would come back the next day, I called *************************** to let him know that we were not able to use the bathroom, wash clothes, or do anything and that was not fair to my and me. At 4:59pm *********************** called and told me to get a plumber to fix the damage and if it was their cause of the damage that they would cover the cost. On Friday March 22, 2024. I was backing out of my garage and saw *********************** and crue with equipment to put in my yard. I asked them why were they in my yard if you already asked me to call a plumber to fix the problem. He called me a lie and said he had our conversation recorded of what he had said. I asked him to let me hear the recording and he remarked that he doesn't have to do anything. Then, I stated to him that I would call the ************************ ****** replied that he did't care what I did. I proceeded to call *************************** at his number **************. He didn't answer so I decided to file a complaint with the Better Business Bureau.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Feb 15, 2024 I had a technician for ********* to come to my home for service. I was told to have my dogs put away before technician arrived so no injuries occur. I did as requested and the technician (*******) came into my home using my back door which was closer to my tv, in doing so he had to go through a privacy gate. When the tech left he pushed the gate closed but failed to make sure it was securely latched. I have 3 English bulldogs which escaped when let back into their area due to his failure to latch. I was able to track them down, but one suffered injuries, a heat stroke. I incurred a large vet bill in order to save his life, but he was unable to preform his stud duties in the following weeks due to his heat stroke. MasTec has never contacted me personally. I have only spoke to a claims adjuster who informed me they were denying my claim and it was my word against the tech. This tech did not have to enter the privacy gate due to the fact the satellite dish was outside this fence. He could have used the front door. I have lost a substantial amount due to this incident.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  There were huge holes left in my driveway and yard. The holes were not there before the fiber optics were ran through my yard. I did not ask for the fiber optics to be installed at my home they were just installing them in the area. Both neighbors below us had their yards fixed by the company but they never fixed our yard. Please send someone to correct this problem. I have small grandchildren that could fall in these holes.

  Customer response

  03/25/2024

  Mas Tech came out and repaired my yard and driveway. They were super nice and made sure it was done to my satisfaction. Very pleased with the repairs. 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  MasTec has been digging in the yard across the street from me for a new construction home. Multiple times, they have dug in my hard to connect to existing gas lines. Each time, they gave no notification of the digging, caused considerable damage to my hard, severed my fiber optic line, and cut power to my home. None of these garnered so much as an apology from the company.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 7, 2023, I started having sewer problems. After a second sewer problem I called a second plumbing company and was told there was a cable that hit my sewer line. Since I did not know at the time which cable company ran the cable I went ahead and paid out of my pocket. Later in June I found out that it was ******* cable, and I called the contact a friend gave me for reporting damage to property. On June 7, 2023, I emailed ************************* from MasTec, the videos, pictures and receipts of the damage. I followed up on July 20th, July 31st and August 1st. His last email said that my name was still on the damage report and it shows it has not been completed and there was no estimated time. On September 5th I emailed ************** the videos, pictures and receipts again and asked that he forward them again since there has been no reply. In November someone from MasTec came by my house and asked for receipts. I told him everything was emailed to ************** at MasTec but gave him the receipts anyway. I am a senior living on a fixed income and I used my emergency funds to pay to have my sewer fixed. I cannot afford to pay for a company's mistake. All I ask is that MasTec pay for their damage to my property.

  Customer response

  01/24/2024

  I sent an email to the ** BBB on 12-29-23 telling them that Mastec employee ************************* delivered a check on ***** for the full amount of the damage. The complaint has been settled . Thank you.

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Without any notice, MasTec workers sloppily put **** fiber optics lines in my neighborhood and completely ruined my newly grown and professionally installed front yard. They drove their heavy machinery up and down my yard, used a ditch witch, and dug two holes. They also left mud and rocks all over the sidewalks and street. It's currently November 2nd, so any grass replanted will not grow until spring. I want MasTec to ******* my damaged yard and reseed/sod the affected areas. I also want them to pressure wash the sidewalks and removed hazards for people walking and riding their bikes. MasTec's customer service line goes straight to voice mailbox and it's also completely full of messages.

  Business response

  12/13/2023

  Local MasTec team reached out to the customer in person to resolve the complaint. Customer was thankful for us reaching out. The customer asked us to repair his yard in the spring. We will restore his yard to his specifications in the springtime.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Mastec was hired/contracted by Directv to fix a broken satellite dish/system that was not working. Their employee damaged my house by falling trough the kitchen ceiling. The fire department had to come to get him out of the hole. I tried to work with the supervisors via email and phone to get the damaged fixed with no response. Had a company come and fix the damage and have not been paid for the repair

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Do not rely on Mas Tec to do their work in a timely and courteous manner. This company is very poorly run. They have allowed their Miami offices to run amok. The workers do as they please. They refuse to do jobs for bogus reasons and their managers refuse to hold them accountable. I had a ********* job and when the first tech came he refused to do the job because he felt he was unsafe due to roofers working over 25 ft away from him. When I placed a complaint the manager was more interested in defending his employee with ***** claims of regulations he refused to produce. They also cancelled an appointment I made without notifying me and I had to call ********* again to reschedule the appointment. ********* stated they did not cancel the appointment. When the 2nd tech came he began the job but said he had to go get a multimeter he left at the previous job. He claimed he would be back in 15 minutes. He called back over 1 hour later to inform me he decided to work on other jobs first before returning and that he would be back by 3 pm, over 3 hours after my appointment time. It seems ******* has fostered a workplace where their employees feel that they can place their needs before those for which they are performing a service. With managers that refuse to hold their employees accountable, it is no wonder.

  Business response

  10/03/2023

  We MasTec take pride in serving each customer as if there are the only customer. The same care placed on serving customers is equally placed on the safety of our employees. We are sadden Mr. ******* was inconvenienced by having to reschedule and thank him for being honesty about having roofing work on this house as this was the direct cause of the appointment being rescheduled. 

  Upon receiving the initial BBB complaint our local Site Manager, ****************, contacted the customer and ensured a viable resolution was reached with the completion of the work order.

  Again, we thank you for allowing us to complete the labor request in a safe environment.

   

   

  Customer response

  10/04/2023

   
  Complaint: 20569722
  
  I am rejecting this response because: I had another employee perform the installation on the next day in the same exact conditions. This was not about safety, it has to do with locations running amok and allowing employees decide whether it is convenient from them to do the job. I have been dealing with Mastec since the 90s and never had a problem but this certainly was and instead of admitting that you dropped the ball, you try to justify you action with untenable arguments for if it was unsafe, the other technician would not have performed the installation. The was no condition to make it unsafe, the roofers were working well away from him and were just doing simple carpentry. To make matters worse and to further illustrate how the ***** Office is poorly managed, the technician who completed the job told me halfway through the installation that he had left a multi-meter at another job and had to retrieve it. He informed me it would take 15 minutes. He did not hear from him for close to 2 hours and when he called, he told me he would be arriving an hour later. When I asked him why he had take so long, he said he had decided to work on other jobs before completing the installation because they were close to his location. So after decades of no problems I had problems with 2 technicians in a row. Again, the management in the ***** Office is so poor that the employees feel empowered enough to but their convenience over that of the customer and over the commitment DirecTV and Mastec made to install my equipment at a coordinated time. Mastec, do the right thing. The first step in change is admit there is a problem. Your ***** Office is a problem. Correct it. Provide some response explaining how you plan on correcting the problem and maybe I will accept your resolution. You should be grateful I am making you aware of this issue, though I suspect you are already aware of it.
  
  Sincerely,
  
  *************************

  Business response

  10/04/2023

  Good Day, We MasTec, understands ********************** frustrations and want to again, thank him for acknowledging the prompt response from **************** which oversees the ***** office. MasTec has very specific procedures related to safety and is governed by OSHA (the ************* **** of *********************** efforts to accommodate ****************** was executed for which he acknowledged the work was indeed completed. We would like to thank ****************** for his time regarding this matter.

  Customer response

  10/04/2023

   
  Complaint: 20569722
  
  I am rejecting this response because: Apparently you MASTEC has not taken the time to even read by complaints. **************** did not address my concerns in a timely fashion.  He called me and argued with me after the first incident, concerning himself with defending his employees indefensible attitude and actions.  Then MASTEC cancelled at least 2 appointments made by DirecTV, as confirmed by DirecTV., which caused me to spend an addition 45 minutes on the phone attending this mater.  Then when the second technician disappeared, I called **************** directly to find out what was going on and he never called me back. It does appear that there is either nepotism or cronyism occurring at this location, and it is insulting that whoever is responding to my BBB complaints is either not reading them or completely ignoring them, implying that I have made positive affirmations to their service hoping to gaslight. Truth and reality still exist and the ***** MASTEC office is operating in horrible fashion.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  MasTec came to my neighborhood, doing power line work. They destroyed tree branches with their trucks / equipment's. Large branches are dangling above the road where people walk, bike, drive. They refused to clean up the mess when asked. They are reckless and don't care they created a dangerous situation for residences.Location ******************************* **** **

  Business response

  07/18/2023

  Upon receiving the complaint regarding reckless work practices on ************************************************, our construction manager in ************ area travelled to the location to investigate. Upon arrival, he observed that the power crew working in that area was working according to plan. The construction manager confronted the ******* on site, whom he said was very professional in speaking with him. The ******* explained the necessity to remove the branches and stated that they would be removed in a timely manner as the crew was able to do so. The utility work being performed in the area required the removal of limbs and branches for safety.

  We apologize that the tree limbs were not removed quickly enough or that the resident felt they were not removed in a safe manner. The area has been cleared and cleaned up and the work on this road is complete. We will take this into consideration during future projects and plan to create a better procedure for limb removal moving forward.

  Customer response

  07/21/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This company dug up my brand new driveway to put fiberoptic lines around the property, they wore down my stone driveway and they told me they most likely will not fix it for me. They had no right of way to drive all over my property and damage it without recourse. I want my driveway repaired immediately, they had no right to trespass on my property.

*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. ↩