Complaints

This profile includes complaints for Matthews Auto Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Matthews Auto Group, Inc.

  3721 Vestal Rd Vestal, NY 13850-2228

• 

  Matthews Auto Group, Inc.

  3013 Old Vestal Rd Vestal, NY 13850-2011

• 

  Matthews Auto Group, Inc.

  3733 Vestal Rd Vestal, NY 13850-2228

• 

  Matthews Auto Group, Inc.

  3733 Old Vestal Rd Vestal, NY 13850

• 

  Matthews Auto Group, Inc.

  2100 Vestal Pkwy E Vestal, NY 13850-1945

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:07/24/2025

  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.

  7/02/2025
  amount that was charged for the check $194.35
  I took my car to the dealership’s mechanic to diagnose why it was pulling while driving. After running their tests, the issue worsened dramatically—so much so that the car became completely undrivable. What’s even more alarming is that when we first brought the car in, the check engine light was off. After their inspection, the light came on, and we were told the entire transmission needed to be replaced along with a fluid change—an estimated cost of $6,431
  Given the steep price, we decided not to proceed immediately and chose to head home. When we asked why the check engine light had come on after their service, we were given vague, confusing excuses that didn’t make sense. On the way back, the car began pulling even more aggressively, putting us in real danger—we nearly got into an accident due to how uncontrollable it became.

  Business Response

  Date: 07/24/2025

  Good Afternoon, Please see the attached response letter from **** ******* (Service Manager - Matthews Nissan of Clay) and the customer signed invoice.    Thanks, Rob  Dear Better Business Bureau, Thank you for the opportunity to respond to the complaint submitted by Ms. **** ***********. On July 2, 2025, under Invoice #******, Ms. *********** brought her vehicle to Matthews Nissan of Clay after being advised by an outside repair facility to seek further diagnostic evaluation at a certified Nissan dealership due to a possible transmission issue.   Upon her arrival, our service staff clearly explained that a diagnostic charge of $179.95 plus tax would apply.  Ms. *********** was informed of this fee and provided written authorization for us to proceed with the diagnostic process. A certified technician at our dealership performed a complete diagnostic inspection, including scanning for diagnostic trouble codes (DTCs), inspecting the transmission fluid, and following ******** standard diagnostic flow chart procedures.  The technician;s findings confirmed an internal failure within the transmission, consistent with the customer's reported concern that the vehicle felt like it was "jumping" during acceleration.   We informed Ms. *********** that the vehicle would require a transmission replacement and provided a written estimate totaling $6,431.00 plus tax.  Ms. *********** declined all recommended repairs and retrieved her vehicle with no further services performed beyond the diagnostic.   Matthews Nissan of Clay stands by the transparency and professionalism of our service tram throughout this process.  We remain available to assist Ms. *********** should she wish to revisit repair options in the future or if she has any further questions regarding her visit.   Sincerely,  Greg ******* Service Manager Matthews Nissan of Clay ************************************* 

  Customer Answer

  Date: 07/25/2025

  I read the response back from the company and it does not address the fact that after they touch the car even though it already had some minor symptoms it progressed after  it was in their hands before we were able to drive the car and now because of them we cannot drive the car at all. There is no way for a transmission to go bad that quickly especially if the issue was very minor in the beginning it only got worse after they did their check 
  I would like for them to reimburse us for the amount that we were charged for the diagnostics 

  Business Response

  Date: 07/25/2025

  We did not cause any damage to this vehicle and therefore, no refund is being offered. The services agreed to were provided and paid for accordingly.

  Customer Answer

  Date: 07/28/2025

  They appear unwilling to work with us to resolve the issue. A transmission doesn’t typically fail so abruptly after a diagnostic check — especially since, although the car had its issues, we were able to drive to their facility without any problems. However, as mentioned previously, leaving became difficult due to the sudden decline in performance after the check was completed. While we agreed to the payment, it was only because our suggestion to use another company was not accepted, leaving us with no viable alternative. I understand that decision, but considering how the issue escalated immediately following the diagnostic, we believe something may have been done during or after the check that contributed to the vehicle’s current undrivable condition. Given this progression, we’re requesting a reimbursement for the payment we made. 

• Initial Complaint

  Date:07/14/2025

  Type:Order 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.

  This business told me I was approved for a car I took the car off the lot dmv registration my insurance then 2 weeks call me to bring the car saying the bank didn’t approve me I was harrased my business they charge me 1St month car note and fee for repossession of the car when I was on a family vacation they have the car back I want my deposit back and I won’t stop until I get my money I have paperwork of me putting down 2000$ they gave me 1000$ my first car note wasnt due until the 21st of July I been scammed and ripped off by this business talk to like I’m
  Not a human I was laughed at as well

  Business Response

  Date: 07/14/2025

  Hi,   ********* took delivery of the 2022 ******* on 6/10/25.  The bank she was contracted with does a verification of employment.   She stated on her application she had been employed for 1 year, when the bank contacted her employer they stated she had been employed for 3 mos which voided her approval.  ********* was contacted promptly and asked to bring the vehicle back to the dealership and we would give her the $2000 she put down back.  ********* blocked calls and text from both our finance dept and myself and took the car to Florida.  We contacted several people on her reference sheet to get the word to her that we needed the car back and that I had her check in my office.  ********* was aware that there was going to be a charge if we had to hire a recovery service to get the car back and still refused to return the vehicle.   We hired advanced recovery on 6/30/25 and they located the vehicle and recovered it for us on 7/8/25.   We charged ********* $650 for the repo and what should have been $750 for the 3000 miles she put on the car at .25 cents per mile.   We settled with her for just a total of $1000.   We returned the rest of her deposit ($1000).  There were no other charges and the $650 for the repo was exactly what Matthews Nissan was charged.   

  Customer Answer

  Date: 07/15/2025

  I paid they have there car I want my money  or I’m taking this to to court  

• Initial Complaint

  Date:07/09/2025

  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 took my vehicle in for a diagnostic , The employee assured me that my rental was covered all I had to pay was the holding fee which I did , and my vehicle was covered under **** to be looked at when he called me told me that my warranty was not gonna cover it he always told me I was now responsible for rental fee everyday I had and the fee for them looking at it totaling 1,150 , also did work to my vehicle that I did not authorize and is charging me for that and always never stated I would be reasonable if my warranty did not cover my charges had that been explained I would have waited

  Business Response

  Date: 07/21/2025

  Customer called and set up an appointment. Said she had a warranty that covers everything. Requested a rental car to drive in the meantime. The Customer's husband/ boyfriend came in to pick up the rental car and we explained that the diag and rental was customer pay until the warranty company says that it is covered. Customer stated she had a warranty through ******** ****. She did not provide us with the warranty information the same day. Took her a few days to send it to us. I received her email with the warranty info. I called the customer's concern into the warranty company and they (******** warranty) stated she did not have any coverage besides a road hazard warranty for tires and wheels. Her mechanical coverage expired by 20,000 miles. The warranty company said it expired at 120,000. She had at the time 140,000. I then called and told the customer what the warranty company said. She was upset at the situation. I then had to explain that with no extended warranty coverage that is diagnosis and rental bill was now customers responsibility. I quoted them around $1,100. She said there was no way she could afford it. I said I totally understand. I discounted our labor rate from $159.95 to $114. I discounted the bill to $879.81. Even offered a payment plan. Customer declined the payment plan and said she would just pay it in full the following day. We came to an agreement and she came in and paid the bill. 

  Customer Answer

  Date: 07/22/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:06/30/2025

  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.

  Matthews Kia had my vehicle from04/08/25 to 06/17/25 in that time it was in an unsecured lot.When I received my vehicle back took it home the next morning I was looking at it and noticed that I had no front plate and the drivers side of the vehicle was all scratched up .I call Matthews and was told by this fowl woman named Pat that personal property wasn't their problem .Tried to call the boss John last name unknown and they wouldn't put me through.I.did make a lost plate report to ********* county sheriff dept but they would not take it as a stolen plate because I couldn't prove that it had been stolen .Half a day of my time the cost of new plates and to take care of the whole side of my vehicle having to be taken care of.My things are well taken care of the vehicle is kept in the garage when not driven their were no scratched and two plates on the vehicle when I left it with them.I want an apology and the money to make thing right .I never want to see or know anything thing about Matthews again .What a horrible experience for the past 3 months terrible people .

  Business Response

  Date: 07/08/2025

  To whom it may concern, Customer ******** 2015 *** ******* stated her front license plate was missing and there was a scratch on the drivers side of the vehicle.  We offered to repair the scratch and pay for the license plate replacement (just bring a receipt for the cost of the plate) Ms. ******** processed to verbally threaten and abuse the staff using vulgar language, threatened to sue us and demanded $500.00.  We asked Ms. ******** to leave the premises at that time or the authorities would be called to remove her.  Rob ****** Matthews KiaSchenectady Ny

  Customer Answer

  Date: 07/15/2025

  Please I would like a appointment to have the scratches that were made to my vehicle while waiting for service at the *** dealership lot at 3900 state street .I have tried by calling on 7/9 spoke to Rob ,7/10 also Rob( he was at the ******* shop that day) and again today 7/15 tried 2x was put on hold and never spoke to anyone.Please help I'm trying but they also need.to try.

  Customer Answer

  Date: 07/15/2025

  We need to know when to bring the car in for repair of scratches and refund of the cost of new license plates. Please provide a date to bring in the car. Thank you.

  Business Response

  Date: 07/25/2025

  Good Morning, Rob ****** (Service Manager)  has been in touch with ****** and there is an appointment set for August 8th to repair the scratches and refund the cost of the new plates. 

• Initial Complaint

  Date:06/26/2025

  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.

  My car died on the side of the road after an oil change. Tested the alternator, and found out that the alternator was the issue. Eerily enough, the alternator was the problem addressed in the recall, and that was the problem of why the vehicle died. On May 27, my wife contacted Matthews ******* for me, as well as ******* ******. ******* ****** confirmed the recall, and she made an appointment for the car to be dropped off that week. She had *** tow my car there so she could follow in her vehicle. The second she walked into the service department, she was given attitude and spoken to as if she was a child. She was told that she would have to pay a diagnostic fee, and that they would call in a few days. That following Friday, we have heard nothing back from the service department. She spends the better part of her afternoon attempting to get in contact with someone, and when she does, it's the same very rude service advisor from the first encounter. She tells my wife "the car needs a new engine and it's going to be about $6-7,000, and it's not covered by any warranty". My wife then calls ******* ******, and they say that they will get a "good faith" repair order in because the car needs to be fixed. She hears nothing again for several days. She then calls Matthews to speak with the manager on site, who says he's going to get in touch with the service department and get right back to her. She is called after 10 days of radio silence, by ******* ******, and told "too bad, your engine needs to be replaced and they are refusing to fix the recall". She has video proof of how this service advisor spoke to her, along with video and photo evidence of how the car was dropped off and what condition the car was in. To not be contacted for almost 2 full weeks, but to then never offer any solution as to what she can do to get this car sold, fixed, whatever the outcome needs to be, knowing she is paying full price for a rental car this entire time, is beyond rude and inconsiderate.

  Business Response

  Date: 07/08/2025

  To whom it may concern, Customer Rouse brought their 2009 ***** ** in for a drivability issue.  Technician found an internal engine failure.  Submitted findings to ******* ****** ** *******.  As stated from ******* "We have discussed the matter and informed the customer that we are unable to provide assistance, as the repair is not considered warrantable."  Customer declined repair on their 2009 ******* ***** **. Rob ****** Matthews Hyundai  Schenectady NY.  

  Customer Answer

  Date: 07/08/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  The issue is not resolved at all. They still have possession of my car, along with my keys, and they have not attempted in the slightest way to contact me or my wife at all in over a month. They were brought the car for a recall, not  a drivability issue. Furthermore, the vehicle keeps being moved around the entire lot, so clearly the issue is not a drivability issue.  
  Regards, 
  
  ***** *****

• Initial Complaint

  Date:06/06/2025

  Type:Sales and Advertising 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 was promised a $50 gift card from Matthew’s Kia in Schenectady for test driving a car. I test drove a car, presented the sales rep with my coupon for the gift card. Was told it would arrive via email. It never arrived. I contacted the dealership three times by phone. No return call. I posted a negative ****** review upon which a Tom ***** marketing manager emailed me. He told me he confirmed the gift card was sent by a person named Nikki on April 12 and he did his job by getting the gift card forwarded, although I did not receive it. He said he would resend it if I removed the ****** review and then said he would resend it last night or today regardless. But again I did not receive the gift card. I can only conclude that this was a teaser offer to get you to come in.. but maybe just lost in the mail. Either way, I just want my gift card.

  Business Response

  Date: 06/17/2025

  Please be advised the gift card comes in her email, it was sent to her twice from us and once from the acual company that sponsers it and she is saying she can not find it. There is no phyisical card so she would have to find it in her email.    Michael ********

  Customer Answer

  Date: 06/17/2025

   
  
  I have reviewed the response made by the business in reference to complaint ID ********, and it is simply a lie. I am well aware that it is a virtual gift card. They have Sent me an email to a vendor to activate a virtual card and that vendor and Matthew’s auto has confirmed that the website to do that is inoperable. I have probably 20 emails confirming all this, I resent Michael C implying that I am wrong and or stupid to think there was something coming in the Regular mail. Shame on him !  here is some of the conversation: “Nikki C. (***** *******)  Jun 10, 2025, 12:19?PM EDT  Hello Tom,  Thank you for reaching out. We are in contact and working with the card holder company ******* ********** to figure out this issue, and get an ETA on the fix. Because they are a separate company, we do not have access to their system. I will make sure to update ******* the minute we hear back from them to ensure she receives her reward. Thank you both for your patience and understanding and I work to assist in this matter.  Best, Nikki C. Client Success Associate *********************************** *******---------------------------------Dealer Support* ***** ********Tom *****Jun 10, 2025, 11:58?AM EDT  ok let me email the rep and let her know your concern  Tom *****Market General Sales Manager Matthews Schenectady  Kia **************Hyundai ************** Attachment(s) image0.png Outlook-nl0yx4ry.png ******* *******Jun 10, 2025, 10:54?AM EDT  You don't often get email from ***********************. Learn why this is important I did click on the correct LINK. This has to do with the Virtual Reward Center page not allowing me to create the account and get an activation email to my email address. The system to do that is inoperable. On Jun 10, 2025, at 9:39 AM, Thomas ***** <***********************> wrote: ?which link are you clicking on? When I click the link, it brings me to a page with two different options for selecting the gift card. I only ask which link your clicking, because there is three different blue hyperlinks. Make sure you click the one that has "LINK" in capital letters. If this doesn't work, let me know and ill reach out to our rep again.  Tom *****  Market General Sales Manager  Matthews Schenectady   Kia ************** Hyundai **************  Show Quoted Content  ?which link are you clicking on? When I click the link, it brings me to a page with two different options for selecting the gift card. I only ask which link your clicking, because there is three different blue hyperlinks. Make sure you click the one that has "LINK" in capital letters. If this doesn't work, let me know and ill reach out to our rep again.  Tom *****  Market General Sales Manager  Matthews Schenectady   Kia ************** Hyundai ************** Attachment(s) image0.png Outlook-nl0yx4ry.png image0.png ******* ******* Jun 9, 2025, 6:06?PM EDT  You don't often get email from ***********************. Learn why this is important No On Jun 9, 2025, at 3:18 PM, Nikki *. (***** *******) *******************************> wrote:  Nikki ** ****** ******** Jun 9, 2025, 3:18?PM EDT *******,  Thank you for letting me know, I am sorry to hear that they are having issues with their system. Did they provide you a timeline for when it would be fixed?   Best, Nikki *. Client Success Associate ****************************** ***** *******---------------------------------Dealer Support: ***** ******** ******* ******* Jun 9, 2025, 3:16?PM EDT  You don't often get email from ***********************. Learn why this is important Ok I called them and they said the activation process has not been working.  On Jun 9, 2025, at 2:09 PM, Nikki *. (***** *******) <******************************> wrote: Nikki *. (***** *******)  Jun 9, 2025, 2:09?PM EDT Dear *******,  Thank you for reaching back out and letting me know that. Unfortunately, once a gift card is redeemed, we no longer have access to the information or the system associated with it. For further assistance, we kindly ask you to contact the gift card provider, ******* **********, directly. They will be able to provide you with the support you need at this time.  You can reach ******* ********** at: Email: *******************************Phone: **************8AM – 8PM EST   We apologize for any inconvenience this may cause and appreciate your understanding.  Best regards, Nikki *. Client Success Associate ****************************** ***** ******* --------------------------------- Dealer Support: ***** ******** ******* ******* Jun 9, 2025, 2:05?PM EDT  You don't often get email from ***********************. Learn why this is important I was able to get to the password set up page but I have not received an activation email.  On Jun 9, 2025, at 1:08 PM, Nikki *. (***** *******) <******************************> wrote: Nikki C. (***** *******)  Jun 9, 2025, 1:08?PM EDT  Hello *******,  Thank you for reaching out with your concern. Sorry to hear about this issue! I was able to check your link just now and can see it is working correctly. I am wondering if it due to slow internet, or perhaps your mobile phone... are you able to access another device to follow your link? A laptop, different smart phone, or a tablet perhaps? If could also please try and copy the link (************************************************************************************************* ) and paste it into a internet tab, instead of clicking on the link directly?   Please let me know if those troubleshooting steps work!  Best, Nikki *. Client Success Associate ****************************** ***** ******* --------------------------------- Dealer Support: ***** ******** ******* ******* Jun 9, 2025, 1:01?PM EDT  You don't often get email from ***********************. Learn why this is important Thank you I received your email (it went straight in my inbox) but the link you sent in the email does not work.  Here is the message when I attempt to activate. Please advise. “  
  
  Regards, 
  
  ******* ******* 

  Business Response

  Date: 06/27/2025

  Good Afternoon *******, I've had an opportunity to read the thread of emails and I apologize that this process has taken much time and effort to resolve. Since your last update in this forum have you received and have been able to redeem the code for the $50 **** Gift Card? Please let me know the current status and if you have not, I will personally handle this going forward. Sincerely, *** ********** Operations Manager - Matthews Auto Group   

  Customer Answer

  Date: 07/01/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and would like to inform you that the business hired by Matthew’s to manage the Virtual card disbursement fixed their system so that it was finally activated and I was able to redeem the reward m.    It is too bad that it took this much energy and a negative ****** review to move forward. Even before I was able activate the card I was told by a Michael C that he’d just mail a check but that was never received.  Thank you for responding,  I’ll adjust my ****** review.  
  
  Regards, 
  
  ******* *******

• Initial Complaint

  Date:05/22/2025

  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.

  From the months of February 2025 and May 1 of 2025 we were following the policy of *******, we went there because the light came on and stated there was no oil and that the camshaft was bad in the motor, when we brought it there all they did was fill the oil clear the and they made us drive it and do a oil consumption test every 1000 miles, we did that we have proof on paper, the mileagehow much oil they had to put in the car and it came out to be. We were losing 4 quarts of oil per 3000 miles, mind you it’s a 2018 ******* ******. It should not be burning oil like that, so they said the next step to do a teardown of the motor, when I bought the vehicle in 2024 I purchased an extended warranty, which is solely for the engine and nothing more so any problem that is with the engine it is covered, so we took it and the warranty company said that it will cover the tear down and whatever necessary needs, when we brought the car there which made you, I to make an appointment through corporate because Matthews ******* would not return my phone calls, so when we brought it there, they started a claim through ****** ***** which is the warranty company and they decided they wanted to tellus that we needed to pay upfront the money for the teardown before they use the warranty, so they were demanding $1400 from me before usingmy warranty, which makes no sense in the warranty company said the same thing, I have had nothing but terrible responses from this company, even when I call corporate they’re blaming it on the warranty company. It just back-and-forth. All I want out of this is I want them to do the necessary work to the vehicle by using the warranty that I purchased while Ibought the car from the store

  Business Response

  Date: 06/27/2025

  I followed up with the ******* location today and was informed that the owner has taken the vehicle elsewhere for repairs. Rob ********** Operations Manager - Matthews Auto Group

• Initial Complaint

  Date:04/25/2025

  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.

  To whom it may concern,I am writing in regards to service that I had done by Matthew’s *** of Schenectady on my 2019 *** Sportage. At the end of June 2024 I had my *** towed to Matthew’s *** from Roosevelts in Canajoharie. At the time the check engine light was on and the code that it was showing was for a knock sensor. Due to the car still being under warranty Roosevelts suggested taking the car to a *** dealer. Matthew *** diagnosed the problem as the knock sensor and replaced it. After the part was installed the technician took the car for a test drive and the check engine light came back on. I had called numerous days in a row to see what was going on after they replaced the knock sensor and if the car was ready to be picked up. I was assured that as soon as possible someone would call me with an update. Days later I had spoken to Mike ****** who I assumed was the head of the service department and he told me that the check engine light came back on after the installation of the knock sensor and that the next step would be for a new motor but that they were waiting for corporate. For weeks I would call for an update on the car and each time got the same answer and that was still waiting on corporate. I expressed to Mike my concerns and that it was frustrating to not get a call back from anyone for days and Mike told me that if I didn’t like the way things were going I should take my car to another dealer. I could have done that but at this point the car had already been there for 2 months, the knock sensor was replaced and corporate was already contacted about the motor. Sometime later Mike called and stated that *** suggested that the car needed a new motor and that I would need to supply all the maintenance records from 2019-the present. I asked Mike why they would need this and Mike said they need the records to assure that the car was up to date on maintenance. I supplied all of the records that I had from January 2022 till the present to Mike ******. Weeks later Mike called and let me know that the engine had been declined by corporate due to lack of maintenance. I myself called corporate and was told that I did not have enough documentation to have the motor covered under warranty. I than collected more documentation and emailed everything to Mike’s email to pass along to corporate. Weeks went by with no word and finally I called the corporate office again who than told me that they had never received any documentation from Mike ****** or Matthew’s *** and that they were denying the claim and revoking my warranty. I feel that I had plenty of documentation for the maintenance but according to *** I had no documentation from 2019-2022. Well NO I didn’t as I didn’t purchase the car until January of 2022. I went back and forth with Mike ****** as well as the corporate office for over 7 months while my car sat there not being fixed. What started out as a simple knock sensor that turned into an engine that Mike ****** advised me that corporate said I needed, when actually Mike ****** is the one that suggested that a new motor would fix the problem. The car went to Matthews in running condition, they put a knock sensor in it and drove the car after which resulted in the check engine light coming back on to then saying the car needs a motor because now the car is seized up. The car did not go to Matthews seized or blown up nor should the car have blown after getting a new knock sensor installed. After months with the back and forth with Matthews and the corporate office we have paid over 6000.00 to have a new motor put into the car. Mike called told us we could pick up the car, so my husband went after work got the car got 1 mile from Matthews and the check engine light came on. My husband turned around went back to Matthews service dept with the car, a tech hooked it back on and the code that it read was intake manifold. The tech reset the code told my husband it was fine and again my husband started on his way home. By the time that my husband had reached Johnstown the check engine light was back on again. Within a day the light started blinking and the car went back into limp mode. I called Matthews *** they made arrangements to pick up the car and see what the issue was. I received a call a few days later from Mike who said that the intake manifold was bad and that I would need to purchase one for over 1000.00. I asked Mike where they got the intake manifold from and he told me that they took it off the blown motor that they took out of the car. This led me to believe that it was the intake manifold the whole time never the motor. Mike proceeded to say that it looked like the intake manifold had been changed out once before as the one that was in the car was not the original part. If they knew that the intake manifold was not the original why not start with replacing that part at a cheaper cost than jumping right into a 6000.00 motor. There was a conversation with Mike ******, my husband and Mike the DM. In this conversation Mike ****** admits that he doesn’t know what happened to the car why it seized up but that he didn’t know if it happened when we had the car or while they had the car. Well it couldn’t have happened when we had it as the car has been sitting in the lot since June and it came there running, they replaced parts in the car and drove it and it wasn’t seized up then. My husband asked Mike ****** how this could have possible have happened and Mike said well I thought if I told corporate that the motor was blown up and with the car having a warranty that the motor would be covered under that warranty. 6000.00 later we see that it is not covered and that they money spent had to come out of my pocket because Mike ****** took it upon himself to tell a story to the corporate office because he could not diagnose the problem. I have worked in customer service since I was 16 years old and I can say that Matthews *** has the worst customer service I have ever dealt with. The employees are rude, they don’t return phone calls, your on hold for 20 plus minutes every time you call there, they lie as not one of them working there seems to know anything about cars and they treat their customers poorly. Why would an employee in the service department take it upon himself to tell the corporate office that a car has a blown motor when that is not the case, then to admit that he had  no idea if the car was blown up but that he could not figure out the problem after all this time. How many people have they done this to? I had at least 8 times in 2 years where the oil was changed in this car and for that not to be enough for the corporate office is outrageous. The car was maintained the way it was suppose to be and oil changes were done when they were suppose to be and oil changes were done with synthetic oil. Obviously *** doesn’t back up their product as with the car not having 100,000 miles this engine repair should have been covered under warranty. So now I pick up the car at the end of December after getting a new knock sensor, new engine and new intake manifold. Had the car till March and yes the check engine light is on again car is in limp mode and again sitting at Matthews Kia. The car was there for almost 2 weeks when I called to see what the problem was with the car and had them tell me we haven’t been able to look at your car because the battery is dead. No one thought to call me to tell me that the battery was bad and in order to hook the car up to diagnose they needed to get a new battery. Instead I call everyday with no call back and sitting on hold for over 20 minutes each time. Further more they tell me once again that they have no loaner car for me to use while my car is there. Patricia who handles the loaner cars says they have 15 loaners and all of them are out. If Matthews has 15 loaners and they are all out that would mean they have 15 **** broke down like mine and I would say that is a problem. Who keeps a customers car for 7 month the first time and now the car again has been there for 9 weeks and I have nothing to drive. We all have jobs that we need to get to and trying to borrow some ones car is very inconvenient. I would have to say that I would never buy a car from this company again.  So now to the present. The car is still there 9 weeks later. Matthews has put another knock sensor in the car which did not correct the problem. Now they are saying the car needs another motor. The motor that they put in in December doesn’t even have 3000 miles on it. They can not figure out the problem with the car so they are just replacing the parts that they have already replaced in December. With the constant back and forth with this company and the car obviously not being fixed correctly I believe it would only be fair to be reimbursed for the motor that was put in the first time that I feel I should have never had to pay for and by the looks of it was not the original problem with the car.. This has been constant aggravation since June 2024 with this company. They have been paid in full for the work they have done to this car but I still have no vehicle. I would love to discuss this matter further with someone and come to a fair decision. Thank you for your time. 

• Initial Complaint

  Date:04/22/2025

  Type:Product 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 have reached out to the finance department via voicemail several times, requesting contact. I have left several detailed voicemails stating I am requesting a refund on my gap insurance as the car is no longer mine. The car is paid off in full and the gap insurance was not used. I also shared that the original purchase was through ********* *** which Matthews acquired a few years ago, so they have a record of the purchase. No one responds and when you call you always get the voicemail.

  Business Response

  Date: 05/13/2025

   To whom it may concern,     There is no refund on Gap insurance that is not Matthews or ********* rule that is the state.   Michael ********Market General Manager

  Customer Answer

  Date: 05/14/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  
  Regards, 
  
  ******* *****

• Initial Complaint

  Date:04/08/2025

  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 have 2 warranties on my car (the Hyundai and an extended). My car has been at Matthews Hyundai for service 6 times since October (twice it had to be towed because it was not drivable). The first few times I was charged various fees adding to about $2,000 and Howard had said at that time that they were going to do an oil consumption test and a new engine would be 100% covered by my warranties and that I would not be paying out of pocket for any more service. I brought it in a final time at the end of February with the SAME issues I’d been having since October. They told me it was engine failure but only covered 50% by the warranty. We waited weeks to hear from the service manager to be talked down to and disrespected. They ended up putting the new engine in my car without me giving the godhead (never even gave me a quote price) and then wanted me to pick it up and pay. They have had my car since February 17 (it’s now April 8). They rudely called and said to come pick up my car in the next day or two with no resolution of money and being charged multiple times for the same issues over and over again. I paid for 3 oil changes within a 2 month span. The issue all along had been the engine but they had me pay for other services before finally telling me it was the engine that was the issue and asking me to pay even more, even though I have 2 warranties.

  Business Response

  Date: 05/28/2025

  Any engine issues are denied or approved through the warranty company and they require certain steps before approving and engine, they also require all maintance records once they approve we do the engine, we do have to let the customer know if they deny the claim they will be responsible. NO work will be done without written approval from the customer first.