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:11/08/2024

  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 did not sign a contract with Matco Tool , And they did not provide me with the original contract as the state law demands II did not receive a consumer notice or policy

  

  Business Response

  Date: 11/19/2024

  Mr. ********* applied for Matco Tools financing on January
  8, 2019.  He completed a credit
  application and provided his State ID to the local distributor.  He was approved for financing and signed a
  contract for a diagnostic scanner on January 15, 2019.
  Mr. ********* made $2,864.21 in payments from January 15,
  2019, until April 19, 2021.  During this
  time, there are record are multiple phone calls between Mr. ********* and Matco
  Tools account representative. 
  Additionally, quarterly statements were sent to Mr. ********* in March
  2019 and June 2019.  Monthly statements
  were sent to Mr. ********* from June 2019 until October 2021. The statements
  were sent to the address provided in Mr. *********’ BBB complaint. Collection
  calls where also placed to the phone number provided in Mr. *********’ BBB
  complaint.   At no time did Mr. *********
  claim that this was not his debt. 
  Matco Tools does not have record of Mr. ********* requesting
  a copy of the contract.  It is now
  attached for his review and convenience. 

• Initial Complaint

  Date:11/08/2024

  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 $14,000. Shortly after I started having issues with the locking mechanism. It is now so bad the box is locked and will not open, with all my tools inside. I have called and sent emails. The representative ******* ***** and he has made promises to fix or replace the tool box, but there has been no action. It's worth mentioning that I have financed the tool box through their credit program. I have always paid my bill on time. They are now no longer answering my emails. I am considering legal action.

  

  Business Response

  Date: 11/25/2024

  Matco Tools appreciates Mr. ********* patience while this
  matter was investigated and remedied.  It
  appears that Mr. ******* has been in contact with a Regional Manager. The Regional
  Manager did not feel that Matco Tools would be able to facilitate a repair on
  the box without disrupting the shop’s course of business.  Mr. ******* has agreed to a replacement
  toolbox.  The replacement toolbox was ordered
  and will be shipped to Mr. ********* shop.
  Should Mr. ******* require any additional assistance he can contact
  the Regional Manager or contact Matco Tools at ************. 

  Customer Answer

  Date: 12/03/2024

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

  I will be satisfied with the resolution as long as Matco follows through with their promises. They had me pick out a new box. The district manager I spoke with seemed sincere.

• Initial Complaint

  Date:09/26/2024

  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.

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

  

  Business Response

  Date: 10/04/2024

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

• Initial Complaint

  Date:07/25/2024

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

  

  Business Response

  Date: 07/31/2024

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

  Customer Answer

  Date: 08/02/2024

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

  

  Business Response

  Date: 08/14/2024

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

  Customer Answer

  Date: 08/16/2024

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

  

  Business Response

  Date: 09/03/2024

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

  Customer Answer

  Date: 09/04/2024

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

• Initial Complaint

  Date:05/29/2024

  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.

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

  

  Business Response

  Date: 06/10/2024

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

  Customer Answer

  Date: 06/18/2024

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

  

  Business Response

  Date: 06/27/2024

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

• Initial Complaint

  Date:05/08/2024

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

  

  Business Response

  Date: 05/22/2024

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

• Initial Complaint

  Date:04/11/2024

  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.

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

  

  Business Response

  Date: 04/23/2024

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

  Customer Answer

  Date: 05/06/2024

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

  

  Business Response

  Date: 05/21/2024

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

• Initial Complaint

  Date:03/29/2024

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

  

  Business Response

  Date: 04/17/2024

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

• Initial Complaint

  Date:03/19/2024

  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.

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

  

  Business Response

  Date: 03/21/2024

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

  Customer Answer

  Date: 03/22/2024

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

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

• Initial Complaint

  Date:03/18/2024

  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.

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

  

  Business Response

  Date: 03/21/2024

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