Complaints

This profile includes complaints for MAC 5 Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MAC 5 Services

  375 Gus Hipp Blvd. Rockledge, FL 32955

• 

  MAC 5 Services

  5519 Commerce Dr. Orlando, FL 32829

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired them to install an electrical outlet. They ended up making a hole in the shower tile and the drywall in the opposing wall. To make things worse, they refuse to repair the damages....

  Business Response

  Date: 03/28/2025

  Thank you for sharing your feedback. Were sorry to hear about your continued frustration. We understand your concern regarding your bathroom tile. While weve made efforts to resolve the matter, we would be happy to assist further. Please contact our office directly at ************.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23114938
  
  I am rejecting this response because:

  This is their standard reply to all complaints. They have not sent anyone over to remedy the damages.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 04/03/2025

  Im not sure how to proceed. Our response was for you to contact our office so we could resolve the repair and you rejected it. When we called to offer to make the repair you told our manager to go F himself. So I dont know what to do for you. 
  

  How about us sending you a check for $300 plus the $200 we already discounted you will be a total of $500 dollars. Outside of that or our original offer to put you in contact with a tile company we are willing to pay for I dont know how to help you. I will need your guidance or guidance from the BBB. 

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23114938
  
  I am rejecting this response because:

  This company is full of lies. Which is why I requested them to communicate with me through emails. No emails have been received. 

  They never offered to send a tile company over to replace the tile, which is what I had originally requested and which was written on the original invoice, that they rewrote after the fact, and then emailed the new one to me days later.

  I'll take the $300 check, which they just offered, just to end the ordeal with this company. These guys cannot be trusted.....
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 04/27/2025

  Here's an update to the last correspondence:

  It's been 3 weeks and NO tile repair person has been sent over to repair the tiles and NO check has been received from this company. 

  This company is pathetic. 

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had Mac 5 come out to diagnosis heating problems with my pool/spa heat pump. The technician was not very knowledgeable about pool heaters. He said it was a bit low on refrigerant, so he added "up to 3 lbs" of refrigerant. For this, Mac 5 charged $473.10. I did some research and the current cost for this refrigerant is $40 to $75 per pound. After the technician left, I found that he had left the heater in manual mode, so now my remote pool controller no longer works for heating the pool/spa. I called Mac 5 to speak with a supervisor, but a request to return my call fell on deaf ears. I now need to get another company out to take the system out of manual mode and allow my pool control to once again control pool/spa heating. Please note that the technician (******* *******) wanted me to sign a number of electronic disclosures on his computer tablet. He did not like the way I was signing them so he yanked the tablet away and signed them himself. The billing invoice that was left with me WAS NOT SIGNED BY ME! It is legally invalid.

  Business Response

  Date: 04/03/2025

  We would be willing to refund $200 dollars. 

  Customer Answer

  Date: 04/03/2025

   
  

  Customer Answer

  Date: 04/29/2025

  Although I am less than pleased with the outcome of this complaint, I am willing to accept the $200 concession that MAC 5 is willing to offer. I am hopeful that this company has received my feedback in a positive light and has learned how it's service technicians can provide better service to customers with pool heaters and allow customers to sign their acceptance of service via electronic tablet without  yanking the tablet out of the customer's hands and signing on the customer's behalf.

  *** *******

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  January 2025 Paid $2,500 in total Safe installation of a hot water heater Safety violations Price gouging MAC5 told me to just send the bill to the roofing company to see if theyll pay it otherwise its on us.(Roofing company should not have to pay it as it was not installed correctly) That it per MAC5s technician who came out the third time

  Business Response

  Date: 02/08/2025

  ****

  Yesterday during your phone call with us we ended with you agreeing with us that everything was ok. I reviewed the water heater insulation. Everything is safely installed. If you would like us to remove the flex vent and hard pipe the vent we will be willing to do that for you. During yesterdays call you told us the roofers were willing to pay for the damage. We have it on recorded phone call. I am not sure why you believe us to be responsible when the roofer is taking responsibility for the vent damage. We will call you today to discuss a solution. 

  Customer Answer

  Date: 02/08/2025

   
  Complaint: 22914540
  
  I am rejecting this response because:
  ****** did not remedy this issue in any way last night on the phone, when I asked why the install was done differently on the second install than the first time, he offered no explanation other than I can just send you a quote to re install the entire piping system! Is that what you want? And theres a 1000 ways to skin a cat when I kept trying to clarify I wanted an explanation and not a quote he continued to interrupt me and talk over me. This caused me to give up talking with him that night, I found it unprofessional not to let me speak. 
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 02/13/2025

  ****

  We are willing to upgrade the vent to hard pipe. We can also work with the roofing company to try and help you get payment from them for the damage they caused. Please let us know if you want to proceed with any of the two options. 

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company sent someone to my house and quoted me a price of $883 to remove two fluorescent light bulbs from my garage, and replace one of them with a short LED light. The guy who came hummed and hawed and made it sound like this was going to be a big job. Not knowing much about electrical work, I agreed.It took him 35 minutes to complete the job. The cost of the LED light is about $20-30 at Lowes. So they are charging over $1000 per HOUR for their labor.To make matters worse, the new light isn't even aligned properly. He also left holes in my ceilings without letting me know beforehand this would be an issue.I called the manager and politely protested. He hung up on **** feel like I was scammed.

  Business Response

  Date: 08/13/2024

  
  Thank you for sharing your concerns with us through the Better Business Bureau. We genuinely appreciate your feedback and want you to know that your satisfaction is very important to us. We apologize for any inconvenience you may have experienced, and we take your feedback seriously. To ensure that we have fully understood and addressed ******** concerns, we have made contact and discussed his issues in detail and are actively working on a resolution. In the meantime, if you have any additional information youd like to share, please feel free to contact us at ************.We are committed to resolving this issue. Thank you for your patience and for giving us the chance to address this matter. 
  
  
  
  
  
  
  

  Customer Answer

  Date: 08/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They have reached out to make it right, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Half of my mobile home didn't have power. Mac 5 Services came out same day. I was told on the phone the service call would be *****. The problem was the one of the outlet plugs was broken. The price jumped up to ******. It was a standard outlet that cost under ***** at home depot.Next came I needed a whole new panel at a cost of *******. My mobile home is a 1988. Then I was told the price would be ******* to do the panel and all the outlets. I knew that one of the switches was a LITTLE loose but never any flickering lights. Until my technician, ***************** played with it to make my lights flicker. As we where sitting at the table discussing prices the lights were flickering every 10 seconds. What came to mind was a snake oil salesman. I knew I had been had but I also knew I couldn't confront him on what he had just done. So I had to appease him to at least put in a new switch. It cost me ******. When it should have cost me the original ***** for him to diagnose the problem. When speaking to a retired electrician today when I told him all that happened he put his head down and shook it which says it all. Confirming I had been taken advantage of.

  Business Response

  Date: 07/15/2024

  Dear ******
  
  Thank you for bringing your concerns to our attention. We take all feedback seriously and are committed to addressing and resolving any issues you may have experienced.
  
  We have attempted to contact you regarding this matter but have not yet been able to reach you. We would still like the opportunity to speak with you directly to better understand your concerns and work towards a satisfactory resolution. Please contact us at your earliest convenience at ************, or you can email us directly at ******************************************.
  
  We appreciate your patience and look forward to resolving this matter promptly.
  
  

• Initial Complaint

  Date:01/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************************* 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.**************************** ****************************************************************** ************

  Business Response

  Date: 11/26/2024

  Thank you for sharing your feedback. We are truly sorry to hear about your experience and that we did not meet your expectations. Please reach out to us directly at ************, so we can discuss your experience in more detail. Thank you for giving us the opportunity to resolve this matter, and we hope to regain your trust in the future. 

  Business Response

  Date: 12/09/2024

  Mac 5 services responded to the review on 11/24/24. We have not recieved any comunication from the customer. We also reached out to the customer regarding their concerns via recorded message on 1/24/2024 before the complaint was filed and never recieved a call back. Please let us know how you would like us to proceed in helping the customer.

• Initial Complaint

  Date:11/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:09/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:05/11/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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,
  
  
  
  **** *******