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Consumer Complaints

BBB Accredited Business since 01/25/2010

Matthews Motor Company

Phone: (704) 845-3070Fax: (704) 845-2622

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Customer Complaints Summary

3 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Delivery Issues2
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Guarantee / Warranty Issues0
Total Closed Complaints3

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (3)BBB Closure Definitions
02/12/2013Delivery Issues | Read Complaint Details
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Complaint
I purchased a vehicle and paid in full. Now have waited 8 weeks for the vehicle title. Have contacted the company.
I purchased a vehicle from this company, and had no problems with the actual buying experience. The staff seemed to give great answers to even my toughest questions.

The problem has been after the sale. It is now 8 weeks from the purchase date, and I still do not have a title for this vehicle. Therefore I am unable to get tags or get the vehicle inspected.

I called after 4 weeks, and they said they had been a little slow in turning in the paperwork, but it should not be too much longer. I called again after 6 weeks, and was given a similar answer. Now it's 8 weeks, and I just called again, and had to leave a message with a receptionist.

In the past when I've purchased a vehicle, it has never taken more than 3 weeks to get a title.

Keep in mind, at the time of sale, I paid for the vehicle in full with a certified check from my local bank. So Matthews Motor Company did not have to wait to receive payment for the vehicle.

Desired Settlement
I want the title to the vehicle that I paid for 8 weeks ago.

Business' Initial Response
There was a mistake on the title work that came to me. It took longer to get corrected than I expected. It has now been corrected and Mr xxxxxd new Registration has been issued and it has been sent to him. The title is now being sent to him from xxxxx and should arrive to his home shortly. I am very sorry for the inconvenience.
xxxxx

Consumer's Final Response
I am satisfied with the response from the Business. They took my concerns seriously, they put forth a reasonable plan, and then kept in touch with me about the progress. At this point, I still do not have the title to the automobile that I purchased; however, the business has provided me with evidence to show the proper paperwork has been filed with the state of NC, so it is just a matter of time now. I want to thank the BBB for helping mediate this.

04/19/2013Delivery Issues | Read Complaint Details
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Complaint
I paid cash for my vehicle feb 15th 2013 & never received my title my perm tag!
I paid in full for my vehicle & taxes & was told I'd have tag within 3-4 weeks. It has been almost 2 months & I'm continually given run around by xxxxx the owner! I have not been able 2 drive car since temp tag expired march 15th! No tag, no title, so legally it's not even my car. Andy has said it's DMV rejecting paperwork over & over. DMV told me tag was never even applied for.

Desired Settlement
I have asked 4 my permanent tag & title for over a month, now I only want my $ back in full, $15,250.00.

Business' Initial Response
Shortly after the purchase of the car, the customer contacted me and said that it was too big for her, There was nothing wrong with the car, but she wished she had a smaller one. I told her that if she picked out another car I would be happy to swap it for a car that she would enjoy more. I did delay some of the paperwork while I waited for her to decide. Sometime after that she said that she would just keep this one. By that time I discovered that I had a couple of corrections to make and I was in the process of getting it all completed, when she got upset and requested that I just buy the car back. I informed her that I may be able to, but I couldn't guarantee it. I told her that if I could it may take a little bit of time for me to work that out. After about a week I was not able to work out a plan to buy her car back. At that time I completed her registration and her title is being sent to her from the state. There has not been a single problem with the car and I honored the original agreement that she signed. I tried my best to work with her using every available option. To summarize she bought a great car at a great price and she has not had any problems with it. We completed everything that we agreed to do and we feel this issue is resolved.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
This man is not being completly honest in his responce. When he claimed he was working on getting the perm tag over a month after I should have had it the dmv said it had never even been applied for. I lost all faith in his word at that point and wanted nothing more than to bring him the vehicle, which there is a problem with and told him that, that I never asked him to fix because of the run around he was giving me. He knows there is a problem with the car but he never asked what it was. He said it would take him a little time but he WOULD buy the car back from me. So as for him saying he couldn't, that is not true. I have texts to prove it. And while he was giving me the run around saying he was getting the $ together to buy the vehicle back he was actually filing for the perm tag & title (over a month late) And as for the car, I am stuck with a car that I paid for in full, that has a problem and I rufuse to take it to him to fix, because I DO NOT trust him at all and havent since the dishonesty began.

Business' Final Response
There was never any dishonesty on our part we were 100% honest through the entire process.

The customer tried to twist a paperwork correction into us giving her a full refund for a car that turned out to be bigger than she wanted. She chose to purchase this car, it's not our fault that a month later she felt like it was too big for her. I would have been happy to refund her if I had been able to, however I was not able to. We have documentation to prove everything we have stated. One reason this has turned into a huge misunderstanding is because the customer refused to have a conversation about this. She would not answer or return our calls to resolve this issue. She chose to text over and over and things can very easily be misunderstood in a text. We tried on many occasions to reach her by phone, however she chose the more difficult route.

We would have been happy to take care of any problem with the vehicle at any time had she ever notified us of any problem. Of course she never chose to say there was a problem until after the entire process was complete. The customer gave us a false address so that when we sent the tag to her she informed us that was the wrong address. Looking through the notes she specifically gave us that address to use. I don't think she meant any ill intent, but it was not the address where she lived.

We have completed the entire transaction and the customer has everything she was promised. If she is indeed having any problems with the vehicle, we are still happy to fix them provided that she brings it to us. We have no hard feelings in this process.

12/26/2012Problems with Product / Service | Read Complaint Details
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Complaint
I PAID 1200.00 DOWN PAYMENT SEPT.25 FOR A 2011 CHEVY IMPALA ON SEPT.XX XXXX.THE OWNER OF THE DEALERSHIP PICKED UP THE CAR FROM AN AUCTION IN GEORGIA.
I WAS APPROVED FOR THE AUTO LOAN BASED ON MY INCOME AND MY WIFE.AFETR INFORMING THE COMPANY THAT MY WIFE WAS NO LONGER EMPLOYED WITH HER EMPLOYER THE APPLICATION WAS RESUBMITTED AND WE WERE DENIED THE LOAN FROM AT LEAST TWO DIFERENT COMPANIES.THE OWNER SAY THAT I LIED AND HE HAS REFUSED TO GIVE ME THE 1200.00 BACK THAT WAS CASHED THE VERY NEXT DAY THAT IT WAS GIVEN TO HIM EVEN BEFORE THE CAR WAS BROUGHT FROM THE AUCTION IN GEORGIA TO THE DEALERSHIP IN MATTHEWS.THE MONEY ORDER FROM STATE CREDIT UNION WAS GIVEN TO MATTHEWS MOTOR ON SEPT.25 AND CASHED ON SEPT 26 BUT I HAVE NIETHER CAR NOR MONEY REFUNDED TO ME.

Desired Settlement
I WOULD APPRECIATE MY 1200.00 RETURNED TO ME ASAP.IT HAS BEEN OVER TWO MONTHS SINCE THIS OCCURED.THANK YOU.

Business' Initial Response
Mr. xxxxx ****** discussed with the owner of Matthews Motor Company his interest in purchasing a specific kind of vehicle from Matthews Motor Company. Prior to moving forward in locating the vehicle of stated interest, the xxxxx brought in an application and the necessary paperwork so that we could help them in locating a lender for financing. The pay stubs from the xxxxx included those for Mrs. ****** who said she had been employed with xxxxx Mecklenburg xxxxx (xxxxx for five years. The xxxxx only brought in pay stubs reflecting her employment through May of 2012, stating that she did not currently have more recent pay stubs due to the 2012-2013 school year not having started yet. Through our assistance in the submission process of all of the paperwork provided by the xxxxx, they were approved through a national lender.

After notification of their approval, the xxxxx submitted a payment of $1200 as a "deposit in good faith". The owner of Matthews Motor Company located and purchased the desired vehicle on September 25, 2012 at an Atlanta auction. To update credit approval as required prior to most loans being funded, the ******'s came in a couple days later to submit their most recent pay stubs to us so we could forward that updated information to the lender. It was at that time that Mr. ****** informed us that Mrs. ****** had not worked for xxxxx xxxxx Schools since May of 2012, and that she had in fact been temporarily employed at xxxxx xxxxx prior to the submission of their original application and paperwork. The xxxxx misrepresented Mrs. ******'s employment status and information to the lender and to Matthews Motor Company causing the loan approval to be rescinded. Matthews Motor Company even attempted to assist in getting them approved through other lenders, but since Mrs. ****** went from a job where she had been employed for five years to one where she had been employed for one month, we were not successful in obtaining an approval from any other lender.

Due to the loan approval being rescinded based upon the fraudulent misrepresentation by the xxxxx, Matthews Motor Company has incurred unnecessary expenses by purchasing this vehicle. This vehicle would never have been purchased had the xxxxx not pursued Matthews Motor Company to purchase it specifically for them. Other expenses directly related in the purchase of this car include transportation costs from the Atlanta auction, storage, maintenance, advertising, insurance, inventory costs and daily depreciation of value. The "deposit in good faith" was retained to assist in covering at least some of these losses. We do not feel Mr. ****** is entitled to a refund of the deposit. The deposit does not cover the total loss of these incurred expenses caused by the ******'s fraudulent information given to Matthews Motor Company, but Matthews Motor Company has not pursued further action in regards to this.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I did understand that the vehicle was to be picked up at an auction but never was i told or recieve any thing in writing that if i was inable to get financing that i would not be entitled to my deposit of 1200.00 being returned to me.I don't feel that it is acceptable for Matthews Motor Co. to keep the deposit.Surely if it had been known in writing or verbally that the deposit would not be given back if i was not approved, then i would never had given MMC a free 1200.00 deposit.

Business' Final Response
I would be happy to discuss this case with you. I will try to call you on Wednesday December the 26th and give you more details. Mr. ****** was well aware that this car was being purchased specifically for him. I only require a deposit upfront when I am purchasing a vehicle specifically for someone and it's a vehicle that I do NOT want in my inventory otherwise. This was explained and it was understood that's why I was requiring a deposit upfront.

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.