ComplaintsforMAC 5 Services

• Initial Complaint

  01/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  ************************* From:********************** To:***************************** Cc:*****************************, Jan 23 at 5:43 PM On 1-13-2024, we had a employee of your Company (MAC5) arrive at our home to check our electrical problem. He arrived and within minutes diagnosed our electrical problem as a faulty electrical panel and that said it would cost $2400 to $3000 to replace it. I felt like this may or may not be the problem and that it was extremely high prices to replace an electrical panel (still do). He indicated brown marks on the panel that meant it was overheating? The problem initially was that the breaker kept tripping for the hot water heater. After telling us we had to replace the panel, he looked at the hot water heater and said it was leaking, showing me water on his hand near the electrical connections on the **** I said then its' not the panel but the *** itself. He said they should both be replace indicating there was a danger if we did not. He quoted a price of $1800-$2400 to replace the **** We agreed to have both services done and he said we could get an interest free loan to cover the cost if we could not afford to pay upfront. He made us think this was something we had to correct right away again indicating it was a danger. The *** was replaced on 1-15-2024 by your company. We experienced no problems with the breaker after the *** was replaced. On 1-17-2024, the electrical panel was replaced. The man who replaced it, after finishing replacing the panel told us that the only thing wrong was that the wires to the breaker were loose. That was all he could find wrong with the panel. He said this several times and I had also questioned the original diagnosis on 1-13-2024. It had worked without incident from the time the *** was replaced. I think that I have been taken advantage from by the the original Employee of MAC 5. When he arrived he said the panel was bad simply because of the color of the connections. He did no other tests. I feel like I have been conned and taken advantage of because of my age and limited knowledge of the electrical system. I am not willing to write this off as a learning experience because I feel your employee has been dishonest. I hope you will take this letter into consideration especially when a person is elderly or not well informed. Thank you.**************************** ****************************************************************** ************

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was out of town and alerted of a water pipe leak at my home by a neighbor. (11/10/23) Had my mom contacted a few companies to give estimate an for repair. I had to physically call and give permission for tech to come on my property. Which I did, I gave authorization and my credit card # to bill me ***** for service call. I never heard back from them after. Just an email to rate my technician so they could compensate him accordingly. But nothing about the job. Apparently they called my mom I found out later Friday night. Told her it would be *******. Which was absolutely insane for what needed to be fixed. The guy never even dug a hole in my yard but somehow felt I needed an entire new water line to my house. I called following day (Saturday 11/11/23) and cancelled. although I NEVER verbally agreed to their quote or them doing the job anyway. My mom was told they would come Monday or Tuesday. So I gave them plenty of notice. Its strange how I had to call the company and give verbal permission (as the homeowner) for this guy to be on my property.. but then somehow they dont require verbal permission from the homeowner agreeing to repair price! Taking advantage of a female homeowner and her elderly mother!! They fraudulently charged my credit card ******* on Sunday 11/12/23. The dispatcher I spoke with told me he can see where I called and canceled on Saturday. But I will have to wait for one of their customer service people to get back to me. Heard that before and got nothing.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  9/1/23 I called Mac 5 Services because a grid of outlets suddenly stopped working after my husband got one of them wet. They sent electrician Patrick O****** to us around 7pm, who instead of diagnosing our outlet issue, saw that our breaker panel had what looked like a small burn. He then told us this is serious and walked around our house twice to make sure we had smoke detectors in case “the worst happened.” He told us this needed to be fixed immediately because it was dangerous so around 10pm he presented us with a contract for $4944.60 to replace the breaker panel and diagnostic for the circuit those outlets are out on. 9/2/23 9:30am a different electrician was sent to us and took 3 hours to replace the breaker panel and another 3 hours to try to diagnose the circuit issue which he said he couldn’t find. After he left, my husband found the GFI connected to that circuit and reset it. Now those circuits are working and we didn’t need the breaker panel. When we told the manager Danny everything that happened (9/5/23) he refused to lower the contract amount saying all they’re charging us for in the first place was the breaker panel and that, included with the breakers was 4944.60. This makes no sense because the same Square D QO 200Amp 42 circuit with 42 breakers included is only $355 at **** *****. Also, the contract said they were including labor and diagnostics for the circuit. The contract had us sign up for financing and now we’re concerned that we’re trapped into paying for something that was exorbitantly overpriced. The contract as of 9/5/23 has not been completed but we are forced to allow them to complete it because Danny has threatened us stating that if we don’t pay the full contract amount they will put a lien on our house. It was either this, or the electricians don’t come back to complete the contract and we still pay over $4300. Neither of these are fair options if all we’re paying for is just the breaker panel and even the installation.

  Business response

  09/06/2023

  We do not reconize the BBB they are a paid service that we are not apart of. If you would like to get this resolved please contact our office directly. Thank you

  Customer response

  09/06/2023

  Today Mac 5 Services sent the electrician back out to label our new breaker panel. Once completed, the manager Daniel O****** sent us a new contract approximately $400 cheaper than the original. This is still excessively priced for a breaker panel that they likely bought from Home Depot and the installation. We only signed it because we were afraid of a lien being filed against our property (which is exactly what was threatened yesterday), not because we agree that this price is fair. As a side note- the manager Daniel and the initial electrician Patrick who pressured us into this contract for the breaker panel both share the same last name with the same spelling. This leads us to believe there may have been collusion. However, we aren’t sure.

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  After $1000+ & many visits to fix a leaky faucet, their work has now brought new issues. We called them on 04/28/23 to fix an emergency leak in a shower that would not stop without the water main being shut off. The technician temporarily fixed the leak on Friday night through a hole in the drywall & told us that he would return on Monday (05/1/23) to finish. Emergency visit fees were paid & got a quote for the rest of the repair. The technician returned on 05/2/23. He replaced the valve but failed to replace the faucet or tell us that the hole he cut out in the drywall would not be fixed. He broke a tile behind the old fixture while doing the repairs. He left after telling us that the faucet could be bought from *** *** **** installed ourselves. I have pictures of the bathroom + drywall after his 2nd visit. We contacted Mac 5 + sent them the pictures, the technician returned with the faucet. The technician did not bring the materials needed for the fix and forced the tile back into position. When asked about how the tile was supposed to stay in place he borrowed drywall putty and used it to carelessly fix it in place and install the faucet. He refused to fix the drywall and told us to take it up with the main office. When contacted multiple times over a week, they finally agreed to fix it. We had new contractors who told us the faucet replacement was not done properly and the loose broken tile behind it was not sealed allowing water to enter the wall. Mac 5 is refusing to take responsibility for a fault of their tech. They are claiming that it is a pre-existing fault and placing the blame on us. I requested pictures they are using to claim lack of responsibility & it shows that the tile was not broken prior to the repair. There is no resolution incoming after having reached out to them through email, and frankly, I would not trust them to enter my home ever again. I sincerely hope the BBB does not reinstate their accreditation.

  Business response

  07/26/2023

  We do not use the bbb to solve issues. They are not a government agency they are a paid advertiser who offers accreditations for fees and imply they have power to negotiate a settlement between the consumer and the company which they do not. I’m sorry we were unable to come to a resolution. 

• Initial Complaint

  05/11/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I experienced the following event with Mac 5 Services: On 06 April 2023 a plumbing tech arrived at my home and gave an estimate to replace 3 water valves on my exterior wall for $900.00. I declined the quote, so the tech reduced it to $600.00 and I approved. I now regret doing so and realize I should not have paid such a high fee. On 10 April 2023 I e-mailed a manager at Mac 5 Services and said I thought I was overcharged. He agreed and told me the bill was $200.00 too much. On 17 April 2023 I received a nondisclosure agreement document sent on behalf of the owner at Mac 5 Services that required my signature before a refund would be issued. On 25 April 2023 I e-mailed the manager explaining I didn’t agree signing the form to receive a refund. He replied that he would contact the owner regarding this. Today is 09 May 2023 and I haven’t heard from Mac 5 Services nor have I received a refund, so I wanted to let the BBB know about this. I think it’s unreasonable to sign the nondisclosure agreement to get a refund when the company admitted I was overcharged. It’s unprofessional how they’ve treated a customer and U.S. military veteran in this matter.

  Business response

  05/12/2023

  We will not be able to process a customer satisfaction refund we out a customer satisfaction agreement. The agreement states the customer is satisfied with the out come. It also states the matter is settled and they will not go to social media or bbb and open a case. Unfortunately since a bbb case is opened we will no longer be able to offer a customer satisfaction agreement since the customer is not satisfied. The customer agreed to pay $600 for the service. My manager offered the customer an additional $200 of to satisfy the customer and end the concern. The offer is no longer on the table. We will not be moving forward with any resolution for this customer. 

  Customer response

  05/18/2023

  
  Complaint: ********
  
  I am rejecting this response because: The business response is unsatisfactory and I reject it.
  Instead of Mac 5 Services using the description of a “customer satisfaction agreement”, a more precise and accurate definition is a “nondisclosure agreement”. A refund to a customer should not be contingent upon signing a document that prevents them from expressing an experience with a company. This specific refund is based on their admission that I was overcharged. I should be reimbursed without being subject to any conditions or restrictions. It would be the ethical and right thing to do for any owner who wants to promote an environment of integrity within their business
  
  Sincerely,
  
  **** *******

• Initial Complaint

  04/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Not a reputable company!!! I had MAC 5 come on on 3/22/23 to look at a/c not cooling. The technician put in parts to the tune of $600. Not even 2 weeks later the a/c stopped working. The technician came back out and said we needed a blower motor. This would cost an additional $2,000. The unit was getting old so his recommendation was that we replace the unit. Now, before I continue, I worked in the a/c business for several years. He quotes me over $10,000 to replace the unit. I was aghast. I realize that it has been many years since I worked in this field, but I am certain that the cost of a unit is no where near this cost. I tell him that I just want a bottom of the line unit, a *******. He then tells me this is the price for a *******. I told him no, I will call someone else. He attempted to convince me that this is a most reputable company and they do excellent work. I said NO!! He left and I looked up online a 3 ton 14seer package unit from *******. The price? $2600. This is the reason I am writing this complaint. I live in an over 55 community so they think they can rip off elderly. This is not the 1st time I have had a problem. I implore you to NOT use this company for anything.

  Business response

  04/24/2023

  The pricing my technician provided is correct. Thank you for you feedback. We will no longer provide service and put you on our do not call list so we do not bother you anymore. 

• Initial Complaint

  11/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Plumber came out on Saturday 10/29 to replace shallow water pump. He left and go the wrong pump we needed a 1 1/2 hp and he came back with a 1/2 hp pump. Than got the invoice showing the price and were told that it would be the same price as the invoice pump. Now Monday comes and they took the old pump out and left and left water valve open and garage started flooding. Called the manager Sam and he stated that he was sorry about it but, the price was going to be $500 more since the pump was bigger. He also said that my husband was a liar and that he never said it would be the same price a stated by the tech on Saturday evening. So now have no choice but, to pay the difference or have no water. Then they sent a new tech out on Monday 10/31 and he also put in the wrong pump. Now I have to wait until 11/1 to have the correct pump installed. So they installed 3 pumps that were not the correct one. Finally they installed the correct pump after 3 failed attempts at the correct pump size. The 4th pump was correct. I would like the price difference refunded back to me. I also had to miss a day of work due to the flooding issue in the garage. So I have lost $200 in pay. Also messed up my back switching out 5 gallon buckets of water to save what I could in the garage, This was total incompetence on the techs part by not making sure it would not leak. I have a copy of the invoice stating that the price was $1083 and the note on the top was "Returning Monday to remove 1/2 hp pump installed return it and install 1 1/4 hp pump. Will be collecting balance Monday after completion." Balance Due $1,083.00

  Business response

  12/05/2022

  Business Response /* (1000, 5, 2022/11/09) */ Thank you for your feedback we will coach our team accordingly. We use customer feedback to improve our services everyday. i am not sure how the water flooded the garage when the pump the pumps the water through the system was disconnected. I will speak with my team to figure out how your garage was flooded when the pump was that feed the water to the house was discconnected. We did offer to reinstall the original pump and you could have used a different company at no additional charge to you. We honored your request to have a different tech install the pump. You chose to pay the differences for the increase in the pump cost. We will use this information to make our team better. We will not be offering a refund for the difference or time off.

• Initial Complaint

  10/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hired mac 5 services Melbourne branch licensed number Electical: **********. To install an outdoor electrical panel and meter. They took my money $5874 and didn't pull a permit with the city of Palm Bay, didn't use correct wire, didn't use gfi breakers which is a danger to occupants who may be electrocuted with 240 volts. They are negligent and rip off. Refuse to refund my money so I can hire a company to fix the issue and get electricity to my property. They refuse to correct the issue.

  Business response

  11/16/2022

  Business Response /* (1000, 5, 2022/10/27) */ Called customer to discuss service. Technician is working on site at the time of this complaint was submitted. The customer is on a recorded line and sign he is pulling his own permit. We ordered and waited for a part from the supplier. I will have my technician remove our material and refund the customer tonight. If the customer wants us to complete the job tonight while we are their he will need to speak with me the owner and close this complaint as resolved. Consumer Response /* (3000, 7, 2022/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mac 5 did not do what they were hired to do, continuous excuses, attempted to cut corners. No refund was issued and illegally entered my property cause damage to my building removed property that was not theirs. I had to hire different company to pull permit due to Mac 5 failure to do so even tho they charged for it. Complete scam. Sent document attempting to show refund and that I signed for refund; however this was the original contract that was altered. Business Response /* (4000, 10, 2022/10/31) */ Thank you for your feedback. We have fully refunded your per your request for a resolution. I sent the BBB repersentative Linda a copy of the refund reciept showing the refund posted the same day of your request. We wish you the best of luck with your project. Consumer Response /* (2000, 12, 2022/11/03) */ ************ Wed, Nov 2, 7:54 AM (1 day ago) to me Refund received Sent from my iPhone

*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. ↩