ComplaintsforMatco Tools Corporation

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase Date: July 17th 2024 Purchase: ** **** ****** TB GRY/RED Price after credit and tax: 10,232.60 $50 a week for 260 weeks Currently owe: 9,732.60 I bought this box “new” off the Matco dealer in the Grandview MO Area (***** *****) and the box was great the first couple of months. This last month has been just issues, mats separating on to my tools and getting boxes sticky, the drawers not shutting all the way and just opening random. The dealer adjusted the drawers multiple times to hopefully fix the issue and each time it went back. I told him about the mats going onto my tools and he said “I’ve never seen this before so I’m not sure what to do.” At this point I asked the dealer if I could return the box. This is not an option so I’m stuck with this $10,000 box that doesn’t even make me happy. I contacted corporate and I got a district manager which also said I can’t return the box and I’m stuck with it. When I asked the dealer if I could return it he said that’s not an option then walked off irritated that I said something wasn’t working right and the box wasn’t making me happy. At this point I want this box gone and I don’t even care about the money I paid towards it. I just don’t wanna pay for something that won’t make me happy and do what I want it to do.

  

  Business response

  10/04/2024

  Matco Tools has reviewed this matter with the District Manager in Mr. ******** area.  It appears that Mr. ****** has met with the District Manager, and they discussed the problems Mr. ****** was having with his box. Mr. ****** and the District Manager discussed replacing the slides on the drawer which was having difficulties opening and replacing 3 mats that were reportedly sticky.  Also, Mr. ****** and the District Manager discussed adding purple trim on the box.  The District Manager ordered the slides and mats and will obtain a quote on the purple trim.  It appears that Mr. ******** concerns have been resolved.  

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have made several transactions that the company is saying I did not make. I have sent all the proof and they refuse to use our bank statement or distributer payment history! I want this to be paid and done. I have had enough of this with the company as this is not the first time it has happened. They have changed there stories in emails each time and on phone in what it pertains too. This is not okay. FIRST THEY TOLD US THEY WERE MISSING FROM APRIL 17TH TO MAY 9TH THEN IT WAS A HIT OR MISS IN MAY AND JUNE THEN THEY SAID IT WAS FROM THE BEGGINING OF THE YEAR.

  

  Business response

  07/31/2024

  Records show that Mr. ************* applied for Matco Tools credit on or about September 5, 2019. He entered into 6 contracts dated September 5, 2019, September 19, 2019, March 21, 2022, April 26, 2022, October 2, 2023, and December 11, 2023. According to his contract dated December 11, 2023, Mr. ************* is to pay $60.71 per week. Mr. *************’s minimum monthly payment is $262.87.
  After review of Mr. *************’s payment history, it appears that Mr. ************* did not make his full monthly payment of $262.87 since his last contract was entered on December 11, 2023. Mr. *************’s account became past due over time, with it reaching 5 weeks past due in July 2024.   
  If a customer is past due for 4 or more weekly payments at the time of the reporting, Matco Tools reports this to the Credit Bureau. Matco Tools due date is the 3rd Friday of every month.  However, Matco Tools does not report to the credit reporting agencies until after the 4th Friday of the month, giving customers a week grace period. 
  Mr. ************* made 4 payments totaling $242.84 in January, February March and May 2024.  3 payments totaling $183.13 were received in April and June 2024.   2 payments totaling $121.42 were received in July 2024.
  If Mr. ************* wishes to provide receipts showing that this is not accurate, Matco Tools would be happy to review them.  However, based on the payments Matco Tools received and outlined above, Mr. *************’s account is past due. This has been explained to Mr. ************* and Matco has provided him with the account payment history numerous times.  Matco Tools is unsure what else they can do to assist Mr. ************* in understanding how his account became past due. 

  Customer response

  08/02/2024

   I am rejecting this response because:
  I have sent the following attached receipts and items from distributor to them regarding our psa account but they don't want to accept them. I have more screen shots where they say in the email that they won't take the receipts from the distributor or bank statement ect. 
  IF they don't accept my receipts then what do I pay them for! 

  

  Business response

  08/14/2024

  Matco Tools is not clear what payments Mr. ************* still believes were not applied to his PSA account.  After reviewing the receipts again, all of the payments Mr. ************* has suggested he has made have been applied to his account.  This was shown to him on numerous times and Matco Tools is unclear on what else can be done to assist Mr. *************.  

  Customer response

  08/16/2024

  We spoke with them one last time and sent in more reciepts to *************************** several they Said they did not have and they have not applied the credit on our account. In there previous emails to you at the bbb they have stated in several different ways that there will be no change. The account remains past due regardless of sending in all the missed payment reciepts. We have since then told them that they are not to call us anymore and anything after will be harassment. Email is there only option or mail. I pay the truck every week and have even sent extra in yet they Still will not comply. We have tried numerous times but they refuse to work with us and are lying to you. We want a past due balance of 0 as this all has been taken too far. 

  

  Business response

  09/03/2024

  Matco Tools does not have anything to add to our previous responses.  Mr. ************* has not identified which specific payments he claims were not applied. After his recent post, this matter was reviewed again by a Credit Manager who has confirmed that all payments alleged by Mr. ************* have been applied to Mr. *************’s account. Matco has explained why Mr. *************’s account is past due multiple times and we do not know what else we can add. Collection efforts will continue. 

  Customer response

  09/04/2024

  We have nothing else to specific to match tools other than we have. It is a business problem when they lie to people and corporations like this. We have attempted 1 too many times. If they applied there would be no collections needed. 

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/11/23 I purchased a defected matco 4s box s/n 00942073 the deal was getting a new key and latches for the box by the way never received by ***** ******* matco tool DISTRIBUTOR # ******  Until I got ******* ******** end up reached out and addressed the situation at hand but never looked into fixing or adjusting the proper amount 5,000$ for this item ****************@matcotools.com West Houston District Manager   P ************  ****************@matcotools.com **** ***** **** | Stow, Ohio ***** www.matcotools.com **** ***** ***** **, ROSENBERG, TX ***** Business Phone: ***** ******** eMail: *********@gmail.com Now im stuck with a bill of 8,404.55 and they won't come to a solution. According to matco financing, ***** kept money from my purchase for personal use can resolve this issue being overcharged for a damaged used box im being charged almost brand new price for this item Can we come to a resolution? I do have records and receipts. This is bad business, and they are taking money from me that should not be taken.

  

  Business response

  06/10/2024

  According to Matco Tools’ records, Mr. ******* completed an application for Matco Tools Financial Credit with a local distributor on May 11, 2023. On that same day, Mr. ******* signed a contract for the purchase of a used 4 Series, Double Bay 25” Toolbox.  A copy of the contract is attached.
  According to the signed contract, the total cash price of the items purchased was $5,000.00 The sales tax of the purchase was $412.50, there was an administrative fee for $50.00 totaling the principal balance to $5,412.50.  Mr. ********* interest rate was 18.99%, for a total of $2,974.50.  This is listed on Mr. ********* contract under ‘time price differential’.  The total amount financed by Mr. *******, as shown in his signed contract, is $8,437.00.  
  The contract also outlines Mr. ********* payment terms.  According to the contract, Mr. ******* is to pay $32.45 a week for 260 weeks.  The first payment was due on May 11, 2023, the date that the contract was signed.  Mr. ******* was presented with the terms of the loan, and he signed a contract. Matco is unsure why Mr. ******* is stating he was unaware of the terms of the loan he signed.  Matco Tools expects Mr. ******* to make payments per the signed contract. 
  Matco Tools offered a limited warranty on new toolboxes.  However, used boxes do not have a warranty. The description of the toolbox on the signed contract states NO WARRANTY.  Records show that on or about October 2, 2023, Mr. ******* contacted Customer Service regarding the lock on his toolbox. Mr. ******* was advised that there was no warranty on this toolbox, however the District Manager worked with Customer Service to replace the lock for free as a one-time courtesy. The lock was issued to him in October 2023. 
  Mr. ******* emailed the District Manager again on or about May 24, 2024, asking about his ‘broken box’.  Matco Tools’ Customer Service department spoke with Mr. ******* on or about June 5, 2024.  They advised him that a second replacement lock was ordered and would be shipped to him. Mr. ******* acknowledged that he did already receive a replacement lock, however this second lock will still be sent to him.  Matco Tools is unsure what else they can do to assist Mr. *******. 

  Customer response

  06/18/2024

  Still have not fix my issue or have a a distributor come fix the problem

  

  Business response

  06/27/2024

  As stated in Matco Tools’ initial response, Mr. ******* purchased a used toolbox from Matco Tools.  As outlined on the signed contract, there is no warranty on the toolbox.  As a courtesy, Matco Tools shipped Mr. ******* a replacement lock, at no cost to him, on 2 separate occasions; once in October 2023 and once in June 2024.  Matco Tools is unsure what else they can do to assist Mr. *******. 

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a matco 4s toolbox. 2 of the drawers will not lock properly when the toolbox is locked. I started with the local tool truck guy and asked him to take a look at it. He proceded to tell me "you gotta close the doors hard" and pretend theres nothing wrong with it.There is something wrong it with, and the guy clearly doesnt want to deal with it.I tried calling customer service multiple times and it went to voicemail. Left voicemail no return call has been made.I tried customer support via email. First im told to wait for the tooltruck guy to come back. So a week goes by and he blows me off again. I reach out to customer service again and am given this run around about having to wait for the district manager to get involved. First attempt to get this resolved was april 24th and it is now the 8th of may and not one single person has been willing to discuss what part or parts i need to actually get my box to work right.Id be more than happy to pay for the parts but i havent had any luck at all even getting that far.

  

  Business response

  05/22/2024

  Matco Tools appreciates Mr. ****** patience while this matter was investigated.  To ensure that this warranty issue was handled to Matco Tools standards, Matco reviewed communications between ************** and the customer service department and escalated this matter to the District Manager for him to review the matter with the local distributor. 
  Upon review, it appears that there were a few different factors that caused the warranty of the toolbox to be delayed.  The main factor that delayed the warranty of the toolbox and what caused much of Mr. ****** frustration is that pursuant the distributorship agreement, should a shop be on the route of a distributor,the distributor is to handle warranty issues.  Matco Tools distributors are franchisees and are not employees or agents of Matco Tools. They purchase their business and service the shops in their territory.  Because of this no other distributor or company owned mobile tool store can service the shop.  If the customer needs to escalate the matter for assistance, like ************** did, the matter is sent to the district manager. 
  When ************** contacted the customer service department via email on or about April 24, 2024, he expressed dissatisfaction on how the warranty of his toolbox was handled.  The customer service representative asked ************** for his shop information.  ************** was understandably irritated by this request as he believed that the customer service representative would resend the distributor who already looked at his toolbox. Once the customer service representative explained that she was requesting the information to contact the district manager for assistance, he begrudgingly provided the shop information, which was forwarded to the district manager.    District managers cover larger areas than local distributors and their areas contain many distributors routes.  Their roles involve a lot of traveling to coach and ride along with distributors. Therefore, once information is escalated to the district manager, they have 72 hours to review the issue.  The matter was escalated to the district manager on April 29, 2024, and on May 1, 2024, the district manager advised the customer service department that he was reviewing the matter with the local distributor.
  The district manager advised that he reviewed this matter with the local distributor.  The distributor advised that the delay in the warranty of the toolbox occurred because of 2 factors, in additional to him truly believing that he fixed the mechanism the first time he looked at it.   The local distributor advised that ************** was a new customer to him.  He did not sell the toolbox to **************.  When he attempted to obtain the purchase records for the box, it was reported that he was not successful in obtaining the needed information from **************.  Therefore, he was unable to determine if the toolbox was still under warranty. Matco Tools offers a limited product warranty. Toolboxes are under warranty for the first buyer only and used boxes are not under warranty.   It was also reported that ************** was not at the shop during some of the recent times the distributor serviced it.  This also delayed the process. 
  Upon review Matco Tools can understand that this matter was frustrating for **************.  However,Matco Tools is happy to hear that with the help of the district manager, the local distributor was able to determine what the issue with the locking mechanism was and the replacement part was ordered on or about May 17,2024.  ************** can contact Matco Tools at 866-BUYTOOL *************) if he requires any further assistance. 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 23 I sent my 1/2 inch impact in for repair because you could only turn it with a pliers, the issue was shown to the Matco dealer, she stated the it wasn't right to have to do that since she was a technician in the past. I told her if its over 150 don't do it and give it back to me. She took it and brought it back 2 weeks later and nothing was done to it at all. gave it back to her and waited another 2 weeks and came back with the same issue, sent it back for another 2 weeks and still the same issue. She said maybe its just stiff so use it for a couple weeks. 2 weeks went by and the same issue, she took it again for 2 weeks and still the same issue, was told there was nothing that can be done and they said it was right. During this time the representative was taking the payment for the repair and my tool wasn't fixed. payments were pulled out of my account from 11/09/23 until 12/21/23 which was a total of ******. I kept asking her what's going to be done about this and told me to contact her district manager, started calling him in Jan 24 and didn't get a call back until mid Feb 24. Finally talked to him and stated to get it fixed and send a repair receipt and it would be taken care of. I sent it with the Snap On dealer and had the impact back in 2 weeks fixed, it cost me another 200. So now I am out ****** to get it fixed. The dealer came in today and I asked her again and she said she doesn't know and I have to call the district manager. Called him on 4/11/24 asked him what was going on with the issue, he seemed confused and bothered that i called him about this. He asked if I sent the receipt I said was over a month ago. He said that Matco will deal with reimbursing me when they get enough of them. I said I have been dealing with this impact issue for 7 months and something needs to be done to fix it. I was told that its not the dealers issue and its Matco's issue to fix this problem. So I was not able to use my impact for about 3 months, had to borrow 1

  

  Business response

  04/23/2024

  Matco Tools appreciates Corys patience while this matter was reviewed.  It is Matco Toolsunderstanding that the local District Manager has been in contact with **** and advised him that the credit will be issued. Should he need any further assistance he can contact Matco Tools corporate office at 866-BUYTOOL *************).

  Customer response

  05/06/2024

  I had to contact Matco tools directly. Matco stated that they did not receive the information from the district manager and put the blame on him. The district manager contacted me blaming Matco Tools. I was told from the district manger that the tool representative would have information about what was going on and yet they don't know what's going on so at this point , so yet more communication issues like it has been from 9 months ago. I should not have to wait going on 10 months for this issue to be resolved that hasn't been resolved  in 9 months. my patience have been up months ago.

  

  Business response

  05/21/2024

  It is Matco Tools understanding that the credit has been issued to *****.  Matco Tools is aware that there was a delay in this being issued and the matter is being reviewed to see where the delay / miscommunication happened.  Matco Tools apologizes for the delay and appreciates that the delay was frustrating and not up to Matco Tools standards. 

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a tool cart which was misrepresented on the website. I contacted customer service and they are unwilling to help. The tool cart was supposed to arrive with four swivel casters but it arrived with only TWO swivel casters and two non-swivel casters. The casters were also supposed to be 5” but arrived as 6” which makes the cart 1” taller than advertised. This doesn’t seem like, but I am unable to use the cart as I need to due to the added 1”. I have e-mailed and spoken to two customer service representatives and e-mailed the president of the company with no help.

  

  Business response

  04/17/2024

  Matco Tools appreciates *** ******** patience while this matter was reviewed.  It has been reported that *** ******** local distributor provided him with a credit needed to purchase the necessary casters and a power strip to thank him for his patience and for being a valued customer.  Should he need further assistance he can contact Matco Tools at *********** ***************

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  August of last year I gave one of Matco tools distributors a 1/2-inch drive air impact gun that cost me just about 600 dollars. It was still under warranty and the tool was not operating correctly. Just wanted it looked at and possibly fixed. So, he took my gun made a repair tag number for it which I have a receipt that shows it. He did not have a loaner impact gun for me that day he said that they were all out and now I see why. So that same day I had to purchase another new impact gun because in my line of work it requires it every day. also have receipt of that purchase. After a month of it being gone, I started to question its where abouts every Monday that he stopped by the shop I work at I asked where it was and when will I get it back. He would just answer ill look into it or that Matco is just replacing them with new ones. This has been going on for 7 plus months with two different people running this Matco tool truck. The guy that took my tool has been out for a while due to surgery, so I am told. The guy that is filling in for him has told me the same thing and still no answer on the location of my tool. so About 3 weeks ago I finally had enough and told the guy that I wasn't going to buy another tool from them instill I get my tool back, well since then he has been avoiding my shop and calls. I have seen him drive by the shop through our parking lot leaving the business next door. So, with the help of the business next door, I was able to track him down to ask about the gun, that day he was rude to me and simply didn't care, I have talked to several reps and just get passed to the next person. No body can tell where the gun is & forward my info to someone else the way Matco tools as a company has been handling this situation is very unprofessional. I have emails of what I have been going through and what they have told me. I don't owe them, I have spent at least ****** dollars on their products always paid in full,

  

  Business response

  03/21/2024

  Matco Tools appreciates ******************** bringing this matter to our attention.  Upon review, Matco Tools agrees that this warranty claim was not handled up to our standards.  ******************** has been contacted by Matco Tools *************************** and informed that Matco Tools will be shipping him a new, replacement impact wrench, part number MT2779G. The part will be sent via expedited shipping and is expected to be delivered to ******************* on Monday, March 25, 2024. If ******************** has any additional issues regarding this, he can contact Matco Tools at 866-BUYTOOL *************).

  Customer response

  03/22/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.

  yes, I was finally contacted by a Matco customer service rep on 3/21/24. She had told me that the district manager had directed her to send me a new impact which was good to hear, its more than what I was trying to get back. Still no clear explanation on what happened to the original one. I am satisfied with what they finally did. Though I am not happy with how long it took and the time I spent and just that it had to go this far in order to resolve this situation. Or getting back something that belonged to me.  Now I'm just worried about what to do with the hundreds of other tools and box I invested in from Matco if they break and need replaced or repaired under a warranty. I don't want to go through this again and i doubt me and the distributor of my area will be doing business again. Anyways I'm glad this is resolved thank you Matco tools rep for the tool and thankyou better business bureau reps for the help.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Im not liable for this debt with Matco Tools. They did not provide me with the original contract as I requested.

  

  Business response

  03/21/2024

  According to Matco Tools’ records, Mr. ******* completed an application for Matco Tools Financial Credit with a local distributor on November 19, 2018.  He entered into two contracts: dated November 26, 2018, and December 3, 2018.  According to his contract dated December 3, 2018, Mr. ******* is to pay $23.29 per week.  Copies of the signed contracts are attached.
  Inconsistent payments totaling $789.08 were received.  The last payment was received on June 16, 2020, and the account charged-off on January 30, 2021, after 6 months had passed with no payments. Mr. ******* received statements from December 2018 until January 2021 when the account was charged off. Telephone call and collection letters were also sent to Mr. *******.  During the phone calls between Mr. ******* and his account representative Mr. ******* never requested validation of the debt and never suggested that this account was fraudulent.
  Matco Tools has reviewed Credit Bureau disputes received through E Oscar. Matco Tools shows disputes were received from Mr. ******* on February 27, 2024, and March 8, 2024.  Matco Tools replied to these disputes on March 21, 2024, and March 24, 2024.   Matco Tools does not have record of any other dispute or request for validation being received.  If Mr. ******* has any additional concerns regarding his account, he can contact Matco Tools at ************. 

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The address matco put on the ups box was not correct and didn't have my apartment number. I than called matco and talked with customer service *****, she tells me she cant fix the address its up to ups to do it. I than call ups and they say only the shipper can change the address the tools are going. i call ***** at matco and tell her what i was told by ups.***** still says its up to ups to fix it. i call ups back, now a manager is telling me that matco has to call them and theres no way around it. i need my tools for school, i emailed, called, and left a voicemail but was being avoided by ***** and lemon. finally, after over calling and emailing the schools matco distributer, he ( **** ***********) finally answers and says that ***** is suppose to fix the address problem and im pointed back to her, now still til this day customer service *****/lemon have not answered back my emails missed calls or voicemails, and **** *********** has avoided me. so i emailed the ceo of ups and i get a email saying a team of ups employees will make sure my tool get to me. My package got to me. Now that i recieved my tools i got rusty extension sets, i paid for opti torq and they gave me adv which is a cheaper socket, i want what i paid for. they didnt send the breaker bar i ordered, it was a mess. And now i contacted **** *********** and his boss plus **** ****, customer service and to no result, i seen **** **** at school, he tells me to message him later, i do and no answer for days so i called an **** **** starts by demanding reciepts and he was being rude, after a while i realize he thinks i didnt get my tools. i tell him i did. first thing he tells me is ''why you calling me than'' i tell him about how they sent me adv (cheap) when i paid for opti torq ( good one) he says for me to trade them with snap-on tools. i tell him i just want what i paid for thats it, he demands a receipt so i sent him the online receipt number and date of purchase. now im not getting a response.

  Customer response

  02/16/2024

  I just recieved a email saying matco tools sent me a breaker bar tool that i had tried to order months ago, they charged my credit card, i didnt say it was ok. **** **** said i would have to reorder it,i never reordered it, so why is my credit card being charged?, They still sent this tool to a incorrect address also. Same problem as last time, why?, did they not correct the problem? I told ***** the correct address. Also there willing to sell me more stuff but not fix the current problem which is the used and cheap tools they gave me when i paid for new good quality tools. Also still have not heard from matco. Need to talk with matco ceo please.

  

  Business response

  02/19/2024

  *** **** contacted Matco Tools Customer Service Department after realizing he left his apartment number off his online order.  The representative explained to him that he would need to contact UPS to update the address as his shipment had already left Matco Tools warehouse. Unfortunately, *** **** did not like this response. If an order it not deliverable due to an incomplete address, Matco would have to wait for the order to be returned to the warehouse for it to be reshipped.  Matco Tools apologizes for this delay, however it was not Matco’s error that the apartment number was left off *** ****’s order.
  *** **** spoke with Regional Manager **** **** when *** **** visited *** ****’s school. *** **** approached him for help concerning his order.  Because *** **** placed his order online and not through *** ****, *** **** was not familiar with *** **** or his order. *** **** met *** **** on a Tuesday and provided *** **** with his business card.  He explained to *** **** that he would be traveling for business the remainder of the day and following day but would be available the following Thursday to review *** ****’s order. *** **** asked *** **** to send him a picture of his receipt so he would be able to review the matter.   According to Mr. ****, conversations with him and *** **** went in circles and *** **** hung up on him when he was unable to provide answers without the requested receipt. Mr. **** is still waiting for *** **** to provide him with a copy of his receipt so he can confirm what was ordered.  Once *** **** provides this, *** **** is happy to investigate this matter and provide him with the correct items if *** **** did not receive what was ordered.  Also, *** **** should provide pictures of parts that he is claiming are not in new condition.  To date *** **** has not provided anything to support his claim that he received old, rusty parts.
  *** **** will be traveling starting on February 24 and he will not be available for 2 weeks. *** **** is more than happy to review this matter and assist *** **** if he can provide a copy of the receipt before he leaves.  Otherwise, he will be more than happy to assist upon his return. 

  Customer response

  02/20/2024

  They are lying i have messages of me trying to fix the issue. I have sent multiple videos proving the tools to be the cheap quality one and the used tool. How can i send u proof of all the messages u will see both sides. I have also given the online order # (online reciept of purchase) to **** through message an he never responded. Hows it my fault. Is it?

  Customer response

  02/20/2024

  i have sent a response through bbb with the complaint # was having problems sending sorry. if i need to do it over its okay just let me know, thank you. also i attached some proof of me trying to get help and with the proof they asked for.

  Customer response

  02/20/2024

   I am rejecting this response because: Matco tools has gave aunprofessional and untruthful response. the claim my address is wrong and its all my fault. If matco looks on my account they will see its correct. So why did you send me a breaker bar just the other day knowing the address is wrong? ***** even said my address is wrong! **** told me that after 30 days the backordered item has to be reordered. So who gave matco tools permission to charge my credit card? who reordered it? I want a receipt showing i reordered the breaker bar to go to a incorrect address after all the issues im having now with matco. Matco has said i didn't provide proof of my claim. I sent a video to matco and it had proof of receipt, used socket, cheap adv socket, and the proof of rust. i sent that same video multiple times and even in HD. Matco has gave nothing but excuses while I'm still showing proof. I messaged multiple matco employees and even called and emailed them giving proof.Can Matcos please provide the attempts of trying to get back in touch with me and help a customer out. Thank you. ill send some proof of my attempts please see attachment. Also i sent **** proof of online receipt gave **** in a message the online order# (online receipt) and date of purchase. Whoever is writing comments for matco is not looking into the matter thoroughly being complete unfair and dishonest in the matter. thank you for your time and please see attachments if you need more attachments of proof i have it just reach out.
  
  

  Customer response

  02/21/2024

  [BBB transcription via email, see attachments]

   

    Matco tools has responded with an unprofessional response which is also untruthful. Matco states I have not shown proof of my claim, which i did and have proof (see attachments). I sent a video to matco January 10th and 11th, proving what matco is claiming in their response to be false. The video i sent to matco January 10th and 11th has footage of the receipt, used socket, cheap socket(adv) and the proof of rust presence on the tools. Can matco please provide proof of Matco's comments that I have not reached out proving my claim? i have proof of a video and messages that prove everything I said to be truthful. I will attach the messages. I also went above and beyond and kept trying to fix the issue, i contacted matco multiple times, so how is it my fault if I'm the one who's trying to show proof and contact matco and fix the problem? Because I'm a naive student i should accept the loss? I also will show proof i did reach out to **** with the proof of online purchase i sent him the date of purchase and the online order#(online receipt). **** has not messaged me or tried to contact me since, still waiting from matco for a response. Matco has responded claiming that i did not provide the correct address. If matco looks on my account, they will see it states the correct address. So why did you send me a breaker bar that's supposed to be reordered after 30 days on backorder?, **** said if somethings on backorder longer than 30 days it will not send and must be reordered? Who reordered it and charged my credit card? also, matco has not fixed the issue with the wrong address, Matco has sent the breaker bar to the same incorrect address. Tell me how please?, ***** clearly stated the address was wrong! so why send tools to an incorrect address? please help make sense of this. After all these issues with matco why would I buy more tools without fixing the problem I have with matco tools already? Matco needs to step up and take full responsibility and replace the tools. I have provided in attachments, proof, something a customer shouldn't have to keep doing multiple times for this long.(Thank you, BBB, for this platform).

  Customer response

  02/21/2024

  **** is now saying he needs more proof. i sent matco (**** ***********) the video containing proof of reciept (it show the reciept)they just dont stop. There trying to make it difficult for me to return the used and cheap tools they sold me. I have given matco everything they could possibly want to make it right.Im just asking for customer service thats it. **** is not being professional, and keeps saying rude comments. I will not deal with him due to his disrespectful manner in this Situation. Matco i have been patient since last year december. And since than ive been showing proof after proof and no one has done a thing. If bbb can assist with me uploading the video it will contain proof of reciept, used socket and the cheap adv socket when i paid for opti torq. Also if matco can go onto my account and get my credit card info to charge my credit card last week than how come matco cant see the same receipt that backordered item is on? Also why did you send a breaker bar to a wrong address knowing its wrong? Does matco do this to everyone that has a problem with tools?

• Initial Complaint

  01/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Business states I am approaching 90 days past due, my Matco Tools Rep. Obviously has not been paying into my account, they are claiming I am almost 90 days past due, I have proof that I am not and I have been paying every week I have missed a couple or few weeks in a row, because I am not paying into an account that my funds are not being credited to, just to go into an individuals pocket and my credit go down the drain. My credit report is already claiming I am almost two months behind and Matco is claiming that I am almost 90 days behind. If needed I will get a lawyer and file a civil claim, with judgement for up to 3x the amount to cover all costs of going through courts, like lawyer and court fees, etc. Thank you for your cooperation.

  

  Business response

  01/04/2024

  Mr. ******* applied for Matco Tools credit on or about April 5, 2023. He entered into three contracts dated April 5, 2023, April 19, 2023, and April 26, 2023. According to his contract dated April 26, 2023, Mr. ******* is to pay $19.21 per week. Mr. *******’s minimum monthly payment is $83.18.
  Unfortunately, Mr. ******* did not make payments in the months of July 2023, August 2023, or December 2023. Mr. ******* made payments totaling $30 in October 2023. Mr. ******* made payments totaling $100 in November 2023 and $200 in September 2023.  As of December 30, 2023, Mr. *******’s account is 10 weeks past due.  The last payment was received on November 29, 2023.
  Matco Tools has reviewed the payment receipts provided by Mr. *******.  These payments have been applied to his account.  The reason for Mr. *******’s past due status is because of the payment history outlined above.  Matco Tools is happy to review any further proof of payment Mr. ******* wishes to provide, however base on the information provided by Mr. ******* his account status is accurate.
  Mr. ******* can contact Matco Tools at ************ to discuss his account further and to see if there are any deferment programs available to him.  

  Customer response

  01/04/2024

   I am rejecting this response because:
  
  That does not represent accuracy on my credit report, I have an email saying I am approaching 90 days past due, but you guys (matco tools) just openly admitted I am only behind for december.......MY credit report shows I am 30-59 days late, which as also you just admitted, I am not, if further payments are to be made I am requesting adjustments in accuracy to my credit report and no further calls EVERYDAY and emails multiple times a week. That is why I only made 1 payment in December. Once I found out my account was inaccurate, I believed I was being scammed by the rep. Thanks

  

  Business response

  01/05/2024

  Matco Tools apologizes if our response was not clear.  However, Matco Tools did not state that the account became past due in December 2023. The comment regarding his past due as of December 30, 2023, was to provide the current status of his account.
  Matco Tools reports to the Credit Bureau monthly. If a customer is past due for 4 or more weekly payments at the time of the reporting, Matco Tools reports this to the Credit Bureau. As outlined in our response, Mr. *******’s account first became past due when he failed to make a payment in July 2023 and August 2023. Because of this, his credit was negatively affected in August 2023 as at the time of the reporting his account was past due 4 weeks or more.  He made a payment in September 2023 to bring his account within 4 weeks past due, so his credit was not negatively affected in September 2023.  However, as outlined in our response, a full payment was not received in October 2023 and his account has been past due for 4 weeks or more since October 2023. Matco Tools has accurately reported this to the Credit Bureau.   
  Matco Tools expects Mr. ******* to make payments per the signed contract.  Unfortunately, his account is past due and Matco Tools, like all creditors, reports the status of the account accurately to the credit reporting agencies.  If he does not believe that the above-mentioned payment history is accurate, he can contact Matco Tools Financial Services at ************. However, Mr., ******* has yet to provide any information to suggest that the accounting according to Matco Tools’ records is not accurate.   

  Customer response

  01/05/2024

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

*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. ↩