Business Profile

New Auto Parts

Mac Tools

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Mac Tools's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

11 total complaints in the last 3 years.
3 complaints closed in the last 12 months.

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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:01/21/2025
Type:Product 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.
wow mac tools has gone down hill you better deal with snap on tools ,mac tools would not replace a defective hand held torch so i filed with the BBB and they helped me and mac replaced the torch so now i ordered another st230 they sent me cp20 red lithium battery for a Milwaukee tool that i don't have for ****** lol and the battery's sell for *****. now I tried calling mac customer service and i am on hold for over one hour, so i call mac tools on another phone and hit the option for government the phone was picked up in 10 seconds, the time on the phone is a sad joke they don't care about there customers and now my shop when it is -35f out is getting backed up over this.
Initial Complaint
Date:09/17/2024
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.
I bought an advertised new toolbox. And once it was brought to me it had a whole bunch of scratches and was dirty. Was told Id get touch up paint and he would pay a couple payments. Then I wanted to return the box, and started getting dodged and told nothing can be done. Spoke with district manager about 2-3 weeks ago and still have not heard anything. He said he was trying to get model number and find out how much they could give me. When I decided this I had the box about a month and a half and it was untouched. All I want is to give the box back and no one will help.
Business Response
Date: 09/18/2024
For clarity and understanding, Mac Tools (corporate) did not transact any business with this customer. Instead, this transaction appears to have been made by a Distributor (independent business owner). As such, our information on this customer is limited. However, we will try to assist in a resolution if we can be provided additional information. Who is the distributor you bought the box from? When was the box purchased? What is the Make/Model and Serial Number (On back of box)? What is meant by paying a couple of payments on this? What District Manager did you talk to? What is the shop address that the distributor sold you this box? Was Mac Credit utilized?
Customer Answer
Date: 09/26/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22298277

I am rejecting this response because:
It was not resolved.
Yes and thank you for responding. The distributors name was **** working under **** ***** in **. But recently he got fired. The model number is T6725PDP-OR
and I purchased the box on Mac credit in June and have been trying to get rid of it since late June. I do not know the district managers name. And the location is ******************************** in ocean twp Nj
Initial Complaint
Date:04/20/2024
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.
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
Date: 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 Answer
Date: 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
Date: 04/23/2024
Please send pictures of the broken tool.
Customer Answer
Date: 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 Answer
Date: 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
Date:04/10/2024
Type:Customer Service 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.
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
Date: 04/19/2024
It is our understanding this case is resolved with a replacement item.
Customer Answer
Date: 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
Date:12/02/2023
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.
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
Date: 12/08/2023
We are reviewing this complaint.
Customer Answer
Date: 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
Date:08/31/2023
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.
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
Date: 09/08/2023
We are reviewing this complaint and will respond with resolution soon.
Customer Answer
Date: 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
Date: 12/11/2023
A Replacement has been sent and our records show received by the customer.
Customer Answer
Date: 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
Date:07/19/2023
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.
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
Date: 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 Answer
Date: 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
Date: 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
Date:01/27/2023
Type:Customer Service 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.
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
Date:12/15/2022
Type:Product 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.
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
Date: 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 Answer
Date: 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
Date:08/05/2022
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.
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
Date: 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 Answer
Date: 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
Date: 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.

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Mac Tools is NOT a BBB Accredited Business.