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: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: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!

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a tool box from Matco Tools spending around $11,000. Shortly after I started having issues with the locking mechanism. I called the *** who sold me the toolbox and he came and ***laced the lock. it only worked for a little while then went back to not being able to open toolbox. in the process of ***lacing the lock my top drawer was damaged. I waited a couple of weeks for a new drawer. once the drawer came in the matco *** installed it. not long after the locking mechansm started to mess up again. so a new lock was ordered. from then on I have continued to have issues locking and unlocking my toolbox. On 4/21/2025 I went to work and I could not get into my toolbox at all. I called Matco customer service and explained the situation, but they did not do anything. Their response was to pick my box off the floor a couple times and try to shake the lock around. Then they told me to drill out the lock was the only option. I told them I spent alot of money on this toolbox and I was not going to do that being it is a defect in the locking mechanism, and that the toolbox is under warranty. If I were to drill the lock and damage my toolbox it would void the warranty. I asked for them to send someone out to open my toolbox and their response was they don't have anybody that ***airs toolboxes. On 4/22/2025 when I arrived at work I called Matco back again about this issue. They again ***eated that I need to drill out the lock. 0n 4/23/2025 when I arrived at work I again called Matco and the lady answered the phone asked the problem and I explained I couldn't open my toolbox. She said she would talk to her manager who was at lunch at the time and either she or him would call me back after lunch and they never did. I called back on 4/24/2025 and they told me they need to escalate this up. still no response. I called again on 4/25/2025 again they said they would have to escalate it up. Today is 4/28/2025. Locked out for 8 days now. I will seek a lawyer

  

  Business Response

  Date: 05/07/2025

  Matco Tools appreciates *** ********* patience while this matter was investigated. Unfortunately, ************* distributor has recently separated, which has delayed repair and caused this matter to not be handled to Matco Tools standards.  
   Matco Tools district manager met with *** ******** and was able to gain access to the box and correct the lock issue.  Additionally, the district manager ordered a replacement stainless steel top and lock cylinder (at no change to *** ********* to replace the existing, damaged parts. The parts will be shipped to the district manager and once they are received, he will return and install them for *** ********. Should *** ******** need further assistance, he can contact Matco Tools *************************** by calling *********** **************. 

  Customer Answer

  Date: 05/07/2025

   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.

  The issue is not yet resolved so l am unable to comment on the issue until it is fully resolved

  Thanks

• Initial Complaint

  Date:04/17/2025

  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.

  ordered on 4/13-25 I have received shipping status but did not see tracking number and paid to ship overnight so i can use tool again for my job. Tool part is now ******* old tool box is 4s triple bay and lock jammed up in it and tried to contact matco hq for warranty work and they keep transferring me over to tool box division and they never picked up phone to help me out.. forced to use cutting torque to cut box apart to get my tools. box is about 1 year old and is paid off.

  Customer Answer

  Date: 04/18/2025

  I now have part for my tool. It came today.

  my box... more information about it it is 1 month first owning 4s triple bay, lock failed and jammed box and *** ***laced front lock to correct the issue. He did that for few times and not sure on exact number he just ***laced front lock and told me use penetrating oil to lube all lock to avoid it from getting jammed again. *** quit about week of Christmas time and did not show up at all. box still having same issues after he quit. I tried called myself and I got no response about the issue. then I talked to another *** at different location and told me is common issue on that series ( not sure that *** is telling truth). 

  About week ago box lock will not work at all and will not unlock, tried lube it and still refuses to work, called matco hq about the issue and need *** to come over to fix issue in warranty. I got no responses from matco hq and keep transferring me over to tool box division and they absolute refuse to pick up phone.

  talked to *** and told me to use cutting torch to cut box abart(which I did) to get my tools and called your competitor and gave me good deal on new box and no issues after that.

  boss told me he tried to get *** to show up at my work location and matco hq refuse to do so and waiting on finding another worker to take over those routes. I cannot wait to get my tools fix in 5 months which i need it now.

  

  Business Response

  Date: 05/09/2025

  Matco Tools appreciates Mr. ******* patience while this matter was investigated.  It appears that order was placed on April 13, 2025, which was a Sunday.  This order was placed as a Fed Ex Priority Overnight order, however, our warehouse does not operate on Sundays.  Therefore, the order was shipped on the following business day, which was Monday, April 14, 2025. Tracking information shows that it was delivered on Tuesday, April 15, 2025.
  With the information provided, Matco Tools is unable to find record of communicating with Mr. ****** regarding the warranty of the toolbox.  Matco Tools has attempted to reach Mr. ****** to assist, however was unsuccessful. Mr. ****** can contact Matco Tools *************************** by calling *********** *************) for further assistance. 

  Customer Answer

  Date: 05/10/2025

   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:04/15/2025

  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.

  The Driver who comes to our shop "***", has been nothing but rude lately, and his business practices have fallen to pieces. He recently charged my card without authorization. He continues to arrive at the shop during our lunch hour when no one is there, and we have told him repeatedly not to. He refuses to take a return from another tech on a brand new welder that doesn't work for shit. He doesn't honor warranties. And when caught in the wrong he made threats to try and blacklist us. He is very shady in his business practices and shouldn't be allowed to drive or sell for matco. Only gonna bring the business down as a whole. The shop owner will be contacting corporate to escalate this issue.

  

  Business Response

  Date: 05/07/2025

  Upon review, it appears that Mr. ****** has a truck account with a
  local distributor.  Truck accounts are contracts
  between a customer and a Matco Tools distributor.  Matco Tools Corporation sells franchises to
  individuals who wish to be in business for themselves.  Therefore, 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. Because of this, Matco Tools is unable to speak as to if payments
  were authorized or not authorized.
  Matco Tools reviewed this matter with the local District
  Manager.  As to date, he does not have
  record of being contacted by the shop regarding the distributor’s conduct.  Should the shop have concerns with his conduct
  or need assistance on a warranty claim, they should contact Matco Tools’
  Customer Service Department by calling *********** ************** for further
  assistance.

• Initial Complaint

  Date:02/13/2025

  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 purchased well over $30000 worth of macho Tools do so with an expectation of having quality tools, service for exchange and repairs and the lifetime ************ pay a premium for all ******* most of the tools are 3 to 4 times higher on the truck than you can buy it elsewhere My problem started when I moved from one shop to another and got a new route driver. had a few broken tools try to get them replaced He keeps telling me that they're back ordered This has been going on for approximately 3 1/2 years with no results So I've had the tools broken for over 3 years. I finally got tired of hearing Excuses and called the customer support line was told that yes the tools have a lifetime warranty, which is what I was told when I Purchase them I Started a complaint with a district manager Who informed me that if the tools been Superseded with a new tool# even though the new one Is the same tool that I would have to pay the difference of what I paid for the original tool And what the tool costs now,That is not how a lifetime warranty works I've had tools from the 1950s that were my great-grandfathers That were snapped on that were damaged and they replaced them at no cost with the new models. That is a lifetime warranty, so now. I've got over $30000 worth of Matco tools that I Is paid a premium for that does not have a lifetime warranty I think it's ridiculous to offer lifetime warranty and then Resend. it and try to charge people To replace their tools If I could I would just get rid of every Matco tool that I have Because they won't honor their warranty and the customer service is terrible and buy Snap on to replace it all again.When I purchased was told I had a lifetime warranty on these tools. They advertise a lifetime warranty. Then when it breaks they want to charge me the difference of what I paid when I purchased and what it cost now that is not a good business model and will not buy another tool From matco and will do all I can to discourage others Also.

  

  Business Response

  Date: 03/05/2025

  Matco Tools appreciates Mr. ****** for bringing this warranty issue to our attention.  It appears that there was confusion on the warranty process due to the original part being discontinued.  The replacement parts have been ordered at no charge to Mr. ****** and the local distributor will deliver it once he receives it.  Mr. ****** can contact Matco Tools customer service department at *********** *************)should he need any further assistance. 

  Customer Answer

  Date: 03/17/2025

  [[BBB transcription via email]]

   

  Just received an correspondence that you did not receive my response that I sent in regards to this ID number. I still have not received anything from Matco tools despite what they said they're going to do the big problem I have is the route driver too begin with. He never shows up and they said in their correspondence that they ordered the tools and would deliver them to him for him to bring to me. I doubt very seriously that he will ever bring them to me. The guy is very shady and does not do anything he says he's going to and tries to upcharge you for tools, you already own when you to warranty them So no this is not resolved. I have not received anything. They would be better off Mailing it to my home address. And i'm concern that i'm i'm going to run into the same issues as this as I have probably over 30 thousand dollars worth of matco tools that should be warranted but I'm sure i'll have the same issues again. But until then, I guess there's nothing I can do. Except for this particular case again I have not received anything even though they said they would
  Don't know what happened to the last message. But the case is definitely not resolved. Thank you for any assistance You can give me with this 

  Customer Answer

  Date: 03/18/2025

  [[BBB transcription via email]]

   

  I am willing to accept the replacement tools, so I'm not really rejecting them and What they offered just that I have not received it yet. If they're willing to replace the tools, that would be acceptable to me

  

  Business Response

  Date: 03/21/2025

  Mr. ****** has been in contact with a local District Manager.  It is Matco Tools understanding that Mr. ****** has received the warranty socket from the District Manager. Once the additional replacement sockets are received by the District Manager, he will also deliver these to Mr. *******************

• Initial Complaint

  Date:02/01/2025

  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 bought a toolbox and hutch from matco that my tool distributer and I have been working together to get warrantied due to manufacturing defects in box causing rust to come through the paint as well as paint peeling off. Solutions offered were merely cover ups and damage would become worse eventually showing through said cover panels. It also takes much longer than needed to get back and forth response with less than helpful results

  

  Business Response

  Date: 02/13/2025

  Matco Tools offers a limited product warranty against
  materials and workmanship defects for any tool that is branded with the Matco
  label.  Rust and paint issues are covered
  under the warranty only if they are caused by workmanship defects. All boxes go
  through a 15-step pretreatment wash system which does include a coating with a
  sealer that has some rust inhibiting agents. This covers the majority of the
  toolbox surface, both inside and out. Each toolbox warranty claim is handled on
  a case-by-case basis.
  
  The Warranty Department rereviewed this matter and has again
  determined that the issues Mr. ***** reported are environmental and do not
  represent a failure of workmanship on the part of Matco; therefore, Matco will
  not provide a warranty replacement of the box. 

  Customer Answer

  Date: 02/13/2025

   I am rejecting this response because:
  
  
  The box is not rusting due to environmental damage its rusting due to poor workmanship as the toolbox is rusting from under the paint either from a missed step or again poor workmanship on someone's part. The hutch had started bubbling on the front rail and instead of doing the right thing to replace it i was forced a bandaid repair which was also a cheaply made stamped stainless plate that wasnt deburred and very sharp which that also took entirely to long to get a response on or to get. I have added a few pictures to review unfortunately I cannot get to the back where a big section of the paint had bubbled and peeled off. If my box had truly made it's way through the entire process and was done properly it would have never done this as it has been stored in a sealed shop building since I had gotten it

  

  Business Response

  Date: 02/17/2025

  Matco Tools’ warranty team has reviewed Mr. *****’ response
  to our rely. Matco Tools is maintaining their position as previously outlined.

  Customer Answer

  Date: 02/18/2025

   I am rejecting this response because:
  
  
  I want to know what you're definition of environmental damage is and how anyone can tell that any damage on my box is "environmental damage" without anyone coming to look at the box but some other people with less damage than I have get approved within a week. I'm really not understanding why im being given such a issue as ive never missed a payment in the the almost 9 years dealing with this company and honestly I'm beginning to think that matco doesn't want to stand behind my warranty because they do not want to replace my box with a newer one as they stopped offering mine 4s 25 deep

• Initial Complaint

  Date:01/30/2025

  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.

  I have been dealing with **** ******** for over 6 months about repairing my cordless impact driver that broke within about 2 months of use. Ive been given the demo driver, but I have yet to see my tool. Every time I ask about it, I get an excuse as to why its not here, then Im told itll be here next week. Over 6 months later Im still being told itll be here next week. I want my tool fixed, I want my tool back that I paid for.

  

  Business Response

  Date: 03/05/2025

  Matco Tools apologizes for the delay in responding to Mr.******** complaint.  It appears that there was an error when Mr. ******** warranty was initially submitted.  The necessary corrections were made; however,the repairs have not been completed as of today.  The delay in our response was due to Matco attempting to obtain a timeframe to give to Mr. ************** Once this is available, we will relay it to Mr. ********
  The local distributor has advised that he informed Mr. ******* of this delay and provide him with a loaner tool to use in the meantime.  

• Initial Complaint

  Date:01/27/2025

  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 am writing to dispute a fraudulent account that appears on my credit report. I did not open this account, nor do I have any knowledge of it. As a victim of identity theft, I demand that this matter be addressed immediately, and the fraudulent account be removed from my credit report without delay.
  
  Here are the details of the fraudulent account:
  
  Creditor Name: MATCO TOOLS
  Opened Date: 1/28/2022
  Account Number: **************
  This account was opened without my authorization, and I have no association with MATCO TOOLS. Its presence on my credit report is damaging my credit score and financial reputation. I request that this fraudulent account be investigated and removed immediately.
  
  Please confirm that you are taking the necessary steps to investigate this issue and provide me with written confirmation once this account has been removed. I am also reporting this identity theft to the authorities and will take legal action if needed.

  

  Business Response

  Date: 01/30/2025

  According to Matco Tools records, the loan Mr. *******’ referenced
  in his complaint was entered into on January 28, 2022. Attached is the signed application,
  master agreement and contract associated with the loan.  
  There have been multiple conversations between Matco Tools
  and Mr. ******* regarding this account. Mr. ******* never alleged fraud during
  these recorded conversations. After receiving this complaint, Matco Tools
  attempted to contact Mr. ******* to open a fraud investigation.  Unfortunately, we have not been able to reach
  him.  Matco Tools cannot fully
  investigate this account for fraud without Mr. *******’ cooperation.  Mr. ******* should respond to Matco Tools at ***** *** * **** option 2, option 1 so a fraud investigation can take place.