ComplaintsforMac Tools

• Initial Complaint

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am looking to warranty my mac tools 5-PC. Large Combination Pliers Set - Green. That was a gift to from a fam member that passed away 3 month go so can’t get the receipt and don’t got see there died and I only got pics of the set befor it broke and when I say broke the linesman r now in two pcs seeing the join in the middle broke and the other pliers I bent. So u want to get a warranty replacement like ur wary on ur website says please replace them they mean the world to me seeing there the last thing the person that gave will ever give and they mean the world me because of that any u can do to replace them would be great

  Business response

  04/22/2024

  We have a warranty process. Nothing in the complaint shows any attempt was made to follow any process before filing this BBB complaint. They should call 1-800-MAC-TOOLS and follow the warranty process.

  Customer response

  04/22/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21602089
  
  I am rejecting this response because: 
  
  Regards,
  
  ******** ********* I tryed  do what u asked throw the emails and stuff and my lawyer  witch us family help me do it all so u no I got evidence so I filed a warranty and try to do everything u ask but us r playing game and my lawyer is my witness please get back to man’s please just replace my tools thank u  and it would mean the world to me and don’t want to to get my lawyer in the middle of this just letting u no my la help file the war and do everything so I got evidence I followed what you wanted me to do to the best of my abilities, and you still won’t warranty my tools which it messed up

  Business response

  04/23/2024

  Please send pictures of the broken tool.  

  Customer response

  04/24/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21602089
  
  I am rejecting this response because: 
  
  Regards,
  
  ******** *********  I would send u pics but  it keeps saying The file you have uploaded is either too large or a file type we do not accept.Please check your uploads and resubmit.

  Customer response

  04/30/2024

  That’s a photo of my tools befor they broke now that they broke there I. Pice a stuff all over my job site and can’t really take pics of them  and mc tools hit me up on there saying they would do something what I don’t no and neverhered back from after that

• Initial Complaint

  04/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  You call them and they put you on hold forever or state no agents available and they do not answer emails and if you get an order incorrect you are stuck with it. I even contacted Stanley the parent company to report Mac Tools and they're just as useless. There are some very good companies online that respond very quickly and ship items very quickly but this is not one of them. I received my order on March 25th. One of the screwdrivers was incorrect. I sent an email. No response. I sent several emails. it wasn't until Friday March 29 that I finally got a response asking for pictures. I sent that reply within a few minutes and included two pictures. This week I have had no reply to several follow-up emails on my part. I tried calling a few times only to be told there are no agents available. So in 10 business days I have received just one email from this company. One last week none this week. Order #*****. Mac-Grip™ Phillips® Screwdriver #4-Phillips x 8" - Green this should have been a soft grip like the other screwdrivers in my order and it is a hard plastic grip. I also have pictures if needed. There is no S in the model number of the screwdriver shaft. I'm having to resort to Facebook to contact Mac Tools because this company does not respond to emails nor are they ever available in the office. This company provides no communication and they sent me an incorrect item. That pretty much tells you everything you need to know. I then contacted Mac Tools 4/5 through Facebook Messenger in which case he said or she that they would have someone contact me asap. It is now April 10th and nobody responded so I contacted them again and he said they had already contacted me. They only asked for pictures and that was it. He also said they had shipped out a replacement order for the screwdriver. I asked for a tracking number and he refuses to respond now. I don't believe anything he says.

  Business response

  04/19/2024

  It is our understanding this case is resolved with a replacement item.

  Customer response

  04/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.

  
  **** **** Jr <********************>
  11:30 AM (46 minutes ago)
  to Better
  
  Mac Tools finally came through so you may discontinue any involvement thank you so much
  
  Sent via Samsung Galaxy S20 Ultra
  
  Regards,
  
  ******* *********

• Initial Complaint

  12/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Bought a tap and die set from a distributor for Mac tools a couple months ago. They do not work very well for cutting new threads, even when **ing the hole size specified in the sheet that comes with the set. The distributor has since went out of b**iness, so I contacted Mac directly with my complaint. Their response was that the set that I purchased was for restoring threads, not cutting new ones. The kit that I bought was **********-**, listed as a general tap and die set. When presented with the fact that the kit comes with a chart for cutting new threads, Mac c**tomer support simply stopped responding. I sent another email clarifying that I bought the general **e tap and die set and not the “rethreading” tap and die set also sold by Mac tools, with no response. They are clearly avoiding a claim for supposed lifetime warranty tools. This set has cost me not only the steep purchase price but also the waste in time and materials spent trying to **e them. I’m disappointed in the product and the way Mac tools is handling the situation.

  Business response

  12/08/2023

  We are reviewing this complaint.

  Customer response

  12/08/2023

  [If you do not say why you are rejecting the company's response, BBB m**t close your complaint.] 
  
  Complaint: 20948055
  
  I am rejecting this response beca**e: 
  They are reviewing the complaint
  Regards,
  
  *** *****

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i purchased a Mac M class2 superstation tool box and hutch from Mac tools with a lifetime warranty. for some years now i have been trying to get the hutch and the box fixed or replaced due to both not functioning as designed. the hutch struts that support the door pop off when trying to open or close the door and the door fits crooked. the box main drawer slide damper on the upper left breaks off when opening the drawer. all of which i have been told by Mac tool dealers that have looked at it and tried to fix it that it should be covered by the warranty. and the parts they have tried replacing multiple times have been covered but didn't fix the problems. i have contacted Mac tools since we haven't had a local dealer now for some years and they finally sent someone out to look at it after multiple emails and months of waiting. the person they sent out was new to Mac tools and didn't know anything about the equipment he was looking at and spent all of his time just wasting my time trying to recruit me to be a dealer and didn't spend any time at all actually trying to figure out or address the issues with the box and hutch. after not hearing anything back from Mac tools or the person they sent out i finally got ahold of someone through email to be told it is not covered under warranty. even though Mac dealers have told me it should be and they threw parts at it trying to fix it. the issues are without a doubt a manufacture defect the equipment is not working as designed and the equipment has not been abused or misused, the person tatt came out and saw the box and hutch made the comment that its in really good shape. I'm not looking for hand outs i just want the equipment i purchased fixed. all of this equipment was originally assembled and delivered by a Mac tool dealer.

  Business response

  09/08/2023

  We are reviewing this complaint and will respond with resolution soon.

  Customer response

  09/11/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20549288
  
  I am rejecting this response because: 
  I have been told that I would be receiving a replacement box and hutch but I haven’t received any shipment information and I have not received the replacements, I would like the case to remain open until I have received the replacements. 
  Regards,
  
  ***** ******

  Business response

  12/11/2023

  A Replacement has been sent and our records show received by the customer.

  Customer response

  12/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ***** ******

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a maximizer tool box for around 13000...several months later two drawers were sticking...one of the Amarillo distributors (**** *****) said he would repair it through warranty...fast forward 4 or 5 months..nothing was done to fix it. Told him I was not going to pay anymore on my box until it was repaired. He got into our shop when no one was the and took my entire box!! 3 weeks later he delivered my personal tools back to me..several of my personal tools are missing and as usual, he will not answer his phone nor text messages. Several of my missing tools I had for several years. It's a shame Mac can not stand behind their products and then have distributors like Zec that will take what does not belong to him.

  Business response

  07/26/2023

  Re: BBB Complaint #20343726
  
  Dear Better Business Bureau,
  
  Mac Tools is in receipt of the BBB complaint dated July 19, 2023.  It is our hope that customers have positive experiences with our Mac Tools distributors. Unfortunately, sometimes the personal relationships between customers and distributors can sour, most often due to financial reasons.  For clarity, please note this customer is not and was not a customer of Mac Tools, but a customer of an independent business owner/distributor, who is contracted to sell Mac Tools products and services. We have no record of any transactions with the complainant directly with Mac Tools and Mac Tools was not a participant in the sale or alleged repossession of his toolbox.
  
  We did, however, discuss the matter with our distributor.  Based on provided text messages exchanged between our distributor and the complainant, it clearly indicates his permission for our distributor to pick up the toolbox stating, “If need be, you can pick it up next week anytime” referring to the toolbox (see attached), and he did.
  
  Whatever arrangements, including financial arrangements, he had with our distributor does not include Mac Tools. At this point, however, we understand that any tools that were with the toolbox when it was picked up were either credited back to his account or returned to him. We encourage him to work with the distributor on a solution with his accounts.
  
  Sincerely,
  
  Mac Tools

  Customer response

  07/26/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20343726
  
  I am rejecting this response because: I'm not worried about the Mac Tools nor the toolbox...what I want is several of my personal tool that were not returned! Tools that were ALWAYS in my box..I know I can't prove the missing Tools and will probably never get them back .I just wanted to report it and let Mac Tools know how one of their distributors do their customers.
  
  Regards,
  
  **** *******

  Business response

  07/27/2023

  We note his concern. We still encourage him to contact his distributor to discuss. Unfortunately, we cannot not assert the kind of control over a distributor that an employer can as they are independent business owners.  We consider this BBB complaint resolved to the extent we have any control over it.

• Initial Complaint

  01/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Mac tools ****** ****** sold me a mac scanner around this time last year I used it 4 months and stopped working gave it back 6 months later still no scanner or money dropped on my bill finally I got his boss to call me finally guy named andrew and they credit 1750 back to my account which was reasonable said it would get sold and the rest would reflect on what I paid nock it off so another few months go by while I'm still paying for such scanner I no longer own I call again to be told it is what it is and its on me and my murchant by andrew said he could do all he could to help me deal with ****** well ****** stopped coming to my house months ago stopped talking to me finally got him on the phone for him to tell me he has not sold the scanner and I'm still having to pay for it which isnt right how do I have to pay for something I gave back an been paying almost a year or more please help me anyway possibly I'm so stressed on getting his situated and they don't wanna work with me at all

• Initial Complaint

  12/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered tools , cancelled them withen a couple days, Mac Tools.ca sent them anyway. When cancelled tools arrived , I returned them right away ,UPS picked up. The order **** was $275.71 and shipping back was$28.96 which they said I would receive refund since Sept. 10th 2022. They took the money $275.71 out of my Visa account. I have been in contact whith ***** ********* ******* ******** and other personnel several times. Finally they said they mailed a checque end of October, still no results. I to-day spoke with Mac tools Dec.15 th. and there department is trying to resolve this goof up. I just want to receive my refund ASAP.

  Business response

  12/23/2022

  Mac Tools issued a refund check that was mailed on Oct. 26, 2022. It was returned to us by the postal service for unknown reasons. We have requested it be resent and are waiting to hear back.

  Customer response

  12/23/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  **** ******

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mac Tools has a lifetime warranty so I wanted to exchange some tools with one of the box truck drivers. He would exchange tools but wanted to charge me the price difference between discontinued tools and new tools. I talked to customer service in Columbus, Ohio and they were going to take care of the problem and sent me return labels for my tools. I sent the box to Columbus, Ohio and they called to tell me my tools have rust on them! All the tools have been cleaned and a lot of them are chrome and look good. I got a call from an employee from Mac Tools **** and he said the Mac box truck driver wouldn't take the took back which is not true he just wanted to charge the price difference. I'm not happy in the way I'm being treated and hope you can help the situation.

  Business response

  08/12/2022

  This is our limited warranty Disclaimer and Limitations:

   

  DISCLAIMERS AND LIMITATIONS
  This LIMITED WARRANTY does not extend to a product manufactured by Mac Tools that in Mac Tools' judgment was improperly used, altered, abused, or repaired by others.  Products not manufactured by Mac Tools are not warranted by Mac Tools.  The exclusive warranty on products distributed by Mac Tools are provided by the manufacturing supplier.

  Agents of Mac Tools have no authority to make representations of any sort beyond those contained herein. 

  ----------------------------------------------------------------------------------
  

  Below is what we communicated to *** and we stand by this decision:

  ***,
  
  My warranty department reviewed your recent returns and has advised that these are being denied due to the rust on the items. In their determination these items have accumulated this over an extended period of time and thus would void the warranty on these items. I called and left a voicemail as well. They will be returning these items back to you.
  
  Thanks
  
  ****

  Customer response

  08/22/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17678212
  
  I am rejecting this response because: these tools have a lifetime warranty which they refuse to honor , tools where inspected and exchanged by their own licensed tool distributor . But if sent in they will make up any excuse to to not warranty their produces to save money . It’s all about getting 30 time the cost for their tools when selling to you but  , what your actually paying for is the warranty. Then when comes time to honor said warranty they will lie  to save money. These tools where clean , inspected and warranted though other dealers yet these guys are just scammers and a black eye to the tool industry. Buy snap on tools only and these guys to the curb with their junk! 
  Regards,
  
  *** ****

  Business response

  08/22/2022

  We consider this matter closed and will not respond to any additional remarks. Please refer to our original response outlining our limited lifetime warranty.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  hi there I have lost out again as I was told on the truck this item has a life time warranty when i bought it. this mini torch item #***** will not turn off and has a very little flame that caused a wood cabinet to get burned on the inside and i almost had a fire in my garage. when calling customer service on 4/27/2022 at mac tools i was told it only has a one-year warranty. it is sad you get lied to from a mac tool dealer on their tool truck, I can’t trust anymore lies from there mac tool dealers anymore and will not stop and visit a mac tool truck in my lifetime. I will bet mac tools on the phone would not lie about a warranty but I feel like I got burned again. thank you

• Initial Complaint

  11/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are a veterans non profit that surprises homeless veterans with vehicles. We operate on a full volunteer basis and what little donation funds we get in we spend on some tools. We were excited to purchase a jump box since most of the vehicles we get in initially are dead and in rough shape. We went with Mac Tools hoping for good quality. So even though it wasn't a ton of money to us it was a "splurge". Roughly 9 months later the Guage stops working followed by it not holding a charge. The guy in the shop next to us has had the same jump box made by another manufacturer for 10 years going strong.. Mac tools implodes in less than a year.. We shipped it in and followed Instructions to have it warrantied or fixed.. After 2 months we finnnnnaly got it back.. Opened the box and it had a big sticker on it that said "item not fixed".. Poor quality products, poor service, they don't stand by their name.. Our team of Marine volunteers will definitely not be going back to Mac Tools.. We will spend what little funds we get with someone that stands by their products and doesn't leave us hanging for months Operation Build Up

  Business response

  11/23/2021

  Mac Tools has shipped a new replacement item to this customer in an effort to maintain goodwill while we are investigating the issues surrounding this customer's experience.

*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. ↩