ComplaintsforMasTec North America, Inc.
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Complaint Details
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Initial Complaint
09/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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 repairInitial Complaint
09/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
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.Initial Complaint
12/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In August MasTec was contracted by ******** Communications to install fiber optic cable in our neighborhood. On or about August 10, 2022 MasTec contractors digging in our front yard damaged the city owned plumbing line that our homes plumbing hooks in to. We paid out of pocket to have the issue diagnosed and wound up with significant plumbing problems because of MasTec's carelessness. Upon first reaching out to ********, I was informed that they could not handle the dispute nor reimburse me and that I'd need to discuss the matter with MasTec. We did have some communication with a local manager at MasTec who indicated a check would be cut to reimburse us for the out-of-pocket cost, but we never received reimbursement and that person has stopped responding. I've called ******** every 72 hours since October and was finally given the phone number of ********'s insurance broker. I contacted them who indicated that MasTec confirmed the claim would be sent to their insurance for processing and that was in November. It is now 12/22/2022 and we've not received any additional communication or reimbursement.Initial Complaint
12/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Mastec was hired by **** to perform fiber optic upgrades throughout the community. They damaged sewer pipes that were not repaired correctly and to plumbing code. I have been experiencing numerous sewer backups in my home. Camera footage of the sewer line revealed offset and misaligned joints, improper fittings used, and a broken sewer pipe of which the fiber optic cable and conduit that was run is now within the sewer pipe. I cannot find a plumber to repair the broken sewer pipe due to the location of the main fiber optic cable. I contacted my association as well as **** whom have all pointed me to Mastec. I received communications from both indicating that Mastec has responded and would be contacting me to make repairs. I have yet to receive any communications and my sewer pipe remains damaged and broken.Initial Complaint
09/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
MasTec is the company that provides installation services to DirectTV/****. I requested **** Fixed Wireless on August 15th. Today is September 12th and after 4 reschedules no MasTec technician has showed up or called to discuss the missed appointments. I have now incurred lost wages of more than 35 hours of work including missing additional appointments while I wait for a technician to show or call. This is unacceptable behavior for any company. I will be taking this a step further, but at a minimum I wanted to make sure consumers are aware of this issue to save them time and money by choosing a different company.Initial Complaint
08/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
MasTec was contracted out by FPL to replace/update the light poles near my condo complex. They had 5 trucks in our parking lot last night at 11:30pm. The trucks were blocking the only way to get in and out of the complex, which is a fire hazard. If there was an emergency, no ambulance or fire truck would have been able to gain access. They were using a jackhammer at 11:30pm and this work lasted about 1 1/2 hours. When I questioned the employees about this and asked why they did not do this work during the day, I was told that FPL made them do the work at night. Using a jackhammer from 11:30 pm-1:00am outside of people's bedroom windows in not acceptable.Initial Complaint
04/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
These people came to my house on behalf of the directv. The guy was visibly drunk or stoned or whatever it was he set up his ladder almost damaging my property. Then he started to climb and fell off like the 2nd or 3rd rank and did that twice like twisted his ankle he limped out when he left then he climbs all the way to the top of my house. Climbs back down OK good thing you didn't fall off or something thank God. It's not. Oh it gets down goes to take the ladder down and drops it back against my house damaging the decorative slats in my porch breaking quite a few of them off. He apologized we both took pictures of the damage then he went back to his office and lied about it. What this douche doesn't know she doesn't know apparently because he was drunk or something was that I have video cameras around my entire property literally 15' from the right in front of him pointing at him didn't notice so he went back and lied to his bosses. They didn't they're blowing me off. This is the one last chance for them to stop ignoring me and approve the claim which is a tiny little claim it's nothing seriously it'seriously that's stupid that they're even fighting this especially considering they know that I have video cameras now around my entire property. So approve the claim or see the videos on the news and in the court when I tear your business a new one!! Included all pictures of the damage to my property each one you can zoom in and see video cameras in the background on the area where they did the damage. you could see at least 3 video cameras were on him when the damage occurred right. So again this is their last chanceInitial Complaint
11/11/2021
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Nov. 10, 2021, MasTec came to my residence to swap out a light pole and power lines. They came without notifying me that they were going to be working on the power and shutting down my power for several hours. I work from home and lost 3 hours of work due to them cutting my power. I now have to spend my own PTO - paid time off to cover the 3 hours of lost work to supplement my income @ $43 per hour. If they notified me in advance I could have made arrangements to work elsewhere so I didn't loose power and use my own PTO to make up for hours and pay lost. They pulled several big trucks into my yard without permission and blocked my driveway. The work they did could have been completed without them parking in my yard and blocking my driveway. I have pictures. I walked out to the workers and asked if they would be able to move the giant poles and other electrical equipment in the next 20 mins because my wife had to leave to pick up my daughter from school. One person said yes. But when it came time to move my wife walked outside and tried to speak with them and they completely ignored her. I walked out and asked them to move and they said no, and that I should try driving through the ditch. I asked him to move the equipment again and the supervisor, Logan, laughed in my face and continued working and ignored me. He never moved the equipment like the first gentleman said they would. I'm upset that they didn't notify me in advance, disrespected my wife and me, refused to move and unblock my driveway and that they cost me 3 hours of paid time off at $43.25 per hour. That's $129.75. And on top of that, now I'm behind at work 3 hours. I understand the need to replace equipment such as the power lines, but they never notified me so I could make arrangements, parked in my yard blocking my driveway, and were extremely rude and disrespectful. I'd also like to mention that the supervisor was not wearing his hard hat like he should have been. Not following safety rules.
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Customer Complaints Summary
22 total complaints in the last 3 years.
12 complaints closed in the last 12 months.