Complaints

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:10/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I setup payments with a franchise distributor in July of 2024. She input all the information, payment methods, payment frequencies. And amounts stating that would keep me compliant. Fast forward a year after making consecutive on time payments and in the process of purchasing a home, my credit score drops significantly. To find out I had a past due. Balance because the payments were set at 52 dollars instead of 57 semi monthly. I was never informed of this error and was never notified of any problems or delinquencies leading to the report to the credit bureau’s decreasing my score.. I made the account positive but they have yet to remove the late payment report due to clerical error from their franchise distributor. I have been in contact with them and was told a supervisor would reach out and I have yet to receive such call mean while my credit score is still preventing me from purchasing a home due this one late payment report from Matco that I was unaware had been input incorrectly. I sent bank statements showing every payment was on time and in good faith at the amount the franchise distributor had setup. Clearly should be of no fault of mine but I am paying the penalty and is hindering me from progressing in life financially. I call and ask them what is going on after multiple disputes and they say it has been removed and will refresh and report at the end of the month (September) It has been two months since they last reported to the bureaus (early August was last report it is now October) and I’m still waiting and unable to progress in my financial ventures. I just want the remark removed so I can continue on with life.

  

  Business Response

  Date: 10/30/2025

  Due to a recent transition to a new financial system, we are
  temporarily delayed in reporting changes to Mr. ********** credit report. We
  expect to resume shortly at which point Matco Tools will remove the late mark
  and ensure the account is reported as current. We apologize for any
  inconvenience and appreciate Mr. ********** patience.

• Initial Complaint

  Date:09/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lost my job and now am being told because I couldnt pay for a little while that Im gonna be arrested for stollen property when I didnt steal it and made payments but then lost my job and now there truck distributor is telling me Im gonna be arrested because I couldnt pay past past due balance Im gonna start paying what I can but thats not enough I didnt steal it it was giving to me from the distributor and now saying pass due account balance is being reported as stolen when I made payments but lost my previous job but have one now

  

  Business Response

  Date: 10/09/2025

  Matco Tools is unable to locate a corporate account between them and Mr. ************* It is possible that Mr. ****** has a truck account with a local distributor. Truck accounts are contracts between a customer and a ********************** distributor.  Matco distributors are independent businessmen and authorized distributors of tools sourced from Matco Tools Corporation.  Matco Tools distributors are neither employees nor agents of Matco Tools Corporation.Therefore, Matco Tools does not have access to their business records related to these types of accounts. ********************** is not aware of this matter and would not be able to comment on the matter. If Mr. ****** wishes to provide his distributors information, we would be happy to contact the local district manager to attempt to assist.  

• Initial Complaint

  Date:09/19/2025

  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.

  *** recently bought a large amount of tools from Matco tools online. Ive had multiple issues now with defective tools and multiple calls/voicemails and calls to local franchise dealers go unanswered and unresolved. I had a rubber boot split on a brake bleeder and the Matco representative for my area refuses to come by. Ive given the snap on representative and she passed off the defective part to the local franchise dealer for Matco. The Matco dealer has acknowledged receipt of this part over 5 weeks ago now. I also bought a pneumatic cutting wheel and the reverse set s**** was so tight it rounded off trying to install a cutting wheel for the first time. Ive called multiple times now and have sent an email that remains unanswered.

  

  Business Response

  Date: 10/20/2025

  Matco Tools thanks Mr. ********** for his patience while we reviewed this matter and apologizes for the delay in providing replacement parts. Normally, local distributors handle warranty issues on their routes. To avoid further delay, Matco Tools **************** contacted Mr. ********** and arranged to ship two of each of the following partsK7RS850XLR56, K7RS251026,and *******directly to him at no charge. If he needs further assistance, he may contact Matco Tools **************** at *********** *************).

  Customer Answer

  Date: 10/22/2025

   I am rejecting this response because:
  
  While I appreciate ******* from the Matco customer service line for being as responsive as he has been and Matcos response in finally addressing this concern, it has been nearly 10 weeks since Ive begun trying to get these two tools repaired and I still have not received all the parts I need. This has been 10 weeks of lost revenue, 10 weeks of bugging ********** to borrow their tools because mine are still broken. Matco has also omitted any explanation to addressing the issue of the my local distributor refusing to honor repair and warranty guidelines and also not returning my original part after refusing to warranty the item. I paid the Matco price for tools, knowing they are higher than other manufacturers simply because of the great warranty and repair policies they have. If it takes ten weeks to get simple items addressed why did I pay the mark *****************

• Initial Complaint

  Date:09/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction - 11/19/2024
  
  Toolbox/Hutch and cover price - $19,761
  Amount paid into business - $4,588
  
  Transaction for toolbox with hutch, and protective cover.
  
  I am disputing the remaining balance of 4,588. I have returned the product to business. The toolbox is still in new condition and I have paid over 4,588 into it. Now they’re continuing to charge me an additional balance of $4,000 despite the fact I have already returned the product to them.

  

  Business Response

  Date: 10/13/2025

  Matco Tools apologizes for the delay in responding.  They were hopeful the resell of the repossessed
  items would be finalized  before the
  response deadline. *** ****** contacted his local distributor to initiate a voluntary
  repossession on or about August 12, 2025. According to the attached signed repossession
  waiver, *** ****** acknowledges that he will be responsible for any deficiency balance
  after the sale of the products.  Matco Tools
  is currently in the process of reselling the toolbox with hutch that *** ******
  requested be repossessed.  Once the sale
  is finalized, Matco Tools will contact *** ****** with the deficiency balance. 

  Customer Answer

  Date: 10/14/2025

   I am rejecting this response because:
  
  I entered into a lease-to-own agreement with Matco Tools for a toolbox I used for work. Due to financial hardship, I could no longer afford the payments. I was told my only two options were to pay off the remaining balance (which I couldn’t afford) or do a voluntary repossession.
  However, I was required to sign a waiver during the voluntary repo process stating that I’d still be responsible for the full balance, even though I returned the product. I believe this is coercive and not a fair or reasonable practice — especially because the toolbox is not worth what Matco claims (over $20,000).
  I’m asking Matco to reevaluate the balance owed, stop collection attempts, and acknowledge that the waiver was signed under duress, during a period of financial stress, with no meaningful alternatives presented. This kind of practice feels like predatory lending and leaves consumers with no fair way out.
  I am also seeking to escalate this issue to consumer protection agencies if a resolution isn’t possible through the BBB.
  

   

   

  
  

• Initial Complaint

  Date:08/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we got a matco tool mega jump 2 and the first one only worked for like 6 month. the matco *** gave us another one only to fell again. this jumper is not cheap and should last longer then what it did. learn my ****** not gonna buy from matco ever again.. would like to get this jumper fixed or ***laced.

  

  Business Response

  Date: 08/27/2025

  Matco Tools appreciates Mr. ******* patience while we investigated this matter. Since Mr. ****** currently does not have a distributor servicing his shop, there was a delay in resolving the issue.Additionally, we have no record of Mr. ****** contacting Matco Tools directly.
  The issue has been escalated to our **************************** and a replacement MEGAJUMP3 has been ordered and shipped directly to **************************** needs any further assistance while he is between distributors, he can reach Matco Tools **************** at *********** *************).

• Initial Complaint

  Date:07/29/2025

  Type:Delivery 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.

  My issue is with the customer care team for ************** and their customer care specialist ****** *****. Something unusual happened to my order. The problem is the lack help to get it resolved. I will do my best to give a brief explanation of why I am currently furious with the lack of customer service from ****** and the "care team". I placed my order for 12 total items on 6/28/25. 1 item shipped normally and arrived normally. I never heard anything about my other 11 items shipping or being on backorder. I send an email explaining I hadnt recieved or heard about my items, and I sent pictures of my order screen to validate my story. Here is how it went.
  
  ****** *****: emailed a picture with no explanation. ****** sent me a picture of my 1 small item delivered on my doorstep
  Me: "where are my other 11 items?"
  ******: "call in".
  I call in and they cant figure out what happened. They found the order but did not offer to reorder it. I go home to reorder but I cant. I can only order each item once because I am a part of the Matco Tools student discount program and also multiple prices had gone up. I sent another long detailed email explaining frustration, needing help, and that my schedule and their hours make calling hard. I spent a lot of time and effort explaining the situation of my 12 item order and that my phone call had not resolved the problem.
  ******: "your order is for 1 item. I suggested you call in to avoid confusion".
  Me: "No it isn't. Are you reading my emails? You think im lying about my order? I sent pics. I am furious and I want a manager. Involving the BBB hinges upon what happens next".
  ******: "This is why I suggested you call not continue to email. There is confusion surrounding this and emails only make it worse. Call in and talk to the same guy again if you feel you get resolution that direction". (****** implied I was only making it worse)
  Me: "already said that I called and that emails and calls don't seem to work".

  

  Business Response

  Date: 08/01/2025

  Matco Tools appreciates Mr. ********* bringing this matter
  to our attention.  It is our
  understanding that a system glitch caused an issue with this order. Unfortunately,
  during the process, only one item was visible and therefore ordered. The other items
  were not visible in the order history, which contributed to the confusion.
  Matco Tools has attempted to contact Mr. ********* by phone
  and email.  The customer service
  department has advised that when he is ready to place the order for the
  remaining items, he should call ************. 
  He should ask for ***** and reference with quote number *******.  This quote will ensure that the items are ordered
  at the price of the originally attempted order. 

  Customer Answer

  Date: 08/02/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable. My main issue was not with the order glitch, but with the customer service at resolving the problem. I received a brief apology about the glitch, but no apology for the way my issue was handled. I am eager to close out the complaint and move on. I look forward to receiving better customer service from Matco Tools in the future, regardless of any uncontrollable system issues. 

• Initial Complaint

  Date:07/10/2025

  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 purchased a $35,000 box and I have a bad hutch slides and trying to get replacements. They tell me they are discontinued and will not supply new ones. I purchased that expensive of a box from them not to stand behind and get parts so I could continue to use box as it should. I have multiple calls to ******, **** district manager. And will not resolve issue and giving me a runaround for months. The company should warranty or give supply so I can purchase slides so mybox is not worthless after spending $35,000 on it.

  

  Business Response

  Date: 07/17/2025

  Matco Tools appreciates Mr. ***** bring this matter to our
  attention. This matter was escalated for review and the Matco believes that
  they located a kit to correct the issues Mr. ******* box is having.   Mr. ***** was contacted by a representative
  of the warranty department who confirmed his address.  The repair kit will be mailed to Mr.
  *****.  Mr. ***** can contact Matco
  Tools’ Customer Service Department by calling *********** ************** for
  further assistance.

• Initial Complaint

  Date:06/20/2025

  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.

  I am not liable for this debt reported by MATCO TOOLS. I do not have a contract with this company. They did not provide me with the contract as requested.

  

  Business Response

  Date: 07/15/2025

  *** *** applied for Matco Tools credit on December 7,
  2023.  He signed 2 contracts – one was
  signed on December 7, 2013, and the second on December 21, 2013.  The signed contracts are attached.  

• Initial Complaint

  Date:05/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [[BBB transcription via transfer, see attachment for complete complaint details]]

   

  On June 17, 2024, I purchased from the Matco Tools mobile unit that was located at J & J
  Complete Auto in Palmyra, Indiana, a toolbox, for $4223.00. The first 3 months' payment
  were to be taken care of by them. Icalled later that day and wanted to cancel my
  purchase, and they were back on site the following day, June 18, 2024, to pick up the items.
  The sales representative told me this would affect my credit, and I understood I would pay
  a fee, but was not told I would be responsible for over half of the costs. The toolbox was
  returned unused to them the following day.
  Approximately 6 months have passed by, and I received a letter from the collection agency
  stating that the toolbox was sold for a lesser amount, and I was responsible for the balance
  which was over $2711.
  I cannot understand how a toolbox which I purchased for $4223 as a new unit could be sold
  for only $1512. This seems completely out of line and that an FMV was not used in selling
  this unit which was a return.
  This has been listed on my credit report as a Repossession, yet I returned the item to them.
  I dispute the amount that has been charged to me on the basis that I returned the
  merchandise, and the toolbox was not repossessed.
  If you can provide any assistance I would greatly appreciate it.

  

  Business Response

  Date: 05/09/2025

  *** ****** purchased a used toolbox on about June 17, 2024. The
  Purchase Money Security Agreement (the “Contracts”) that *** ****** signed during
  this sale warrants “that all Goods are purchased primarily for the use in the
  commercial operation of his trade or business and not for personal, family or
  household use.”  The Contracts are
  commercial in nature, not consumer; and, as such, there is no return-for-credit
  policy as may be provided in some consumer financing agreements.
  
  On or about June 24, 2024, *** ****** approached his Distributor
  to arrange for the return of his toolbox. *** ****** was advised that this
  matter would be a repossession and would affect his credit. Additionally, *** ******
  executed a waiver to notice of sale. The signed waiver is attached.  Under ‘Technician Statement’ *** ****** acknowledges
  that he would be responsible for any deficiency balance after the resale of the
  collateral.  After the repossession occurred,
  the toolbox was sold, and the sale amount was credited to *** ******’s account
  less any cost of sale. 
  
  After all adjustments, *** ****** owed a balance in the
  amount of $2,711.81. A letter was sent to *** ****** on or about June 24, 2024,
  advising him of the deficiency balance and offering him a settlement of $ 1,355.90.  *** ****** did not respond to this letter. Matco
  Tools placed calls and sent statements to *** ****** until January 2025. **.
  ****** did not respond to any of these collections efforts. The account was then
  written off and placed with a collections agency on or about February 21,
  2025. 
  
  Upon review, it appears that *** ****** was aware that this
  was not a return of collateral and that this matter would be considered and
  treated as a repossession.  He signed a
  waiver acknowledging that he would be responsible for any deficiency balance
  and a letter was sent to him after the repossession outlining the credit from
  the repossession and what the deficiency balance was. 

  Customer Answer

  Date: 05/13/2025

  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.

• Initial Complaint

  Date:05/03/2025

  Type:Order 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.

  ***** tools offers financing based off a truck stopping once a week. My representative quit coming. Snap on bills monthly and wont mark you as late until you are actually a full 30 days behind. ***** actually bills weekly and will mark you as late when you are 30 days behind from a weekly payment so 37 days vs 60 that every other financial company does. This is an unfair practice and should be illegal. They send 1 email and if you do t pay within 3 business days they mark you as delinquent. Ive been paying for 5 years and as of today owe less than $300. If this delinquency doesnt get removed I will make it my life mission to do a complete TikTok series on ***** *********************

  

  Business Response

  Date: 05/09/2025

  Mr. ******* did not make a payment in the month of April 2025,therefore he received a 30 day late **** for the month.  Mr. ******* made a payment on May 5, 2025,which brought his account current. However, at the time of the April 2025 reporting,Mr. ******** account was past due more than 4 weeks. Therefore, the 30-day late **** was accurate. 
  Typically, Matco Tools does not change credit reporting unless it is found that the reporting was inaccurate, or the delinquency was because of an error on Matco Tools end. This is because pursuant to the Fair Credit Reporting Act, by law, a creditor has the responsibility report accurately. However, Matco Tools has agreed to remove the late **** as a one-time courtesy based on Mr. ******** prior payment history.  This has already been corrected by Matco Tools, however it may take Mr. ******* a few weeks to see it, depending on how often the credit reporting agencies update their records. 

  Customer Answer

  Date: 05/09/2025

   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. Thank you!