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: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
  ************. 

• Initial Complaint

  Date:02/14/2024

  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.

  The address matco put on the ups box was not correct and didn't have my apartment number. I than called matco and talked with customer service *****, she tells me she cant fix the address its up to ups to do it. I than call ups and they say only the shipper can change the address the tools are going. i call ***** at matco and tell her what i was told by ups.***** still says its up to ups to fix it. i call ups back, now a manager is telling me that matco has to call them and theres no way around it. i need my tools for school, i emailed, called, and left a voicemail but was being avoided by ***** and lemon. finally, after over calling and emailing the schools matco distributer, he ( **** ***********) finally answers and says that ***** is suppose to fix the address problem and im pointed back to her, now still til this day customer service *****/lemon have not answered back my emails missed calls or voicemails, and **** *********** has avoided me. so i emailed the ceo of ups and i get a email saying a team of ups employees will make sure my tool get to me. My package got to me. Now that i recieved my tools i got rusty extension sets, i paid for opti torq and they gave me adv which is a cheaper socket, i want what i paid for. they didnt send the breaker bar i ordered, it was a mess. And now i contacted **** *********** and his boss plus **** ****, customer service and to no result, i seen **** **** at school, he tells me to message him later, i do and no answer for days so i called an **** **** starts by demanding reciepts and he was being rude, after a while i realize he thinks i didnt get my tools. i tell him i did. first thing he tells me is ''why you calling me than'' i tell him about how they sent me adv (cheap) when i paid for opti torq ( good one) he says for me to trade them with snap-on tools. i tell him i just want what i paid for thats it, he demands a receipt so i sent him the online receipt number and date of purchase. now im not getting a response.

  Customer Answer

  Date: 02/16/2024

  I just recieved a email saying matco tools sent me a breaker bar tool that i had tried to order months ago, they charged my credit card, i didnt say it was ok. **** **** said i would have to reorder it,i never reordered it, so why is my credit card being charged?, They still sent this tool to a incorrect address also. Same problem as last time, why?, did they not correct the problem? I told ***** the correct address. Also there willing to sell me more stuff but not fix the current problem which is the used and cheap tools they gave me when i paid for new good quality tools. Also still have not heard from matco. Need to talk with matco ceo please.

  

  Business Response

  Date: 02/19/2024

  *** **** contacted Matco Tools Customer Service Department
  after realizing he left his apartment number off his online order.  The representative explained to him that he
  would need to contact UPS to update the address as his shipment had already
  left Matco Tools warehouse. Unfortunately, *** **** did not like this response.
  If an order it not deliverable due to an incomplete address, Matco would have
  to wait for the order to be returned to the warehouse for it to be
  reshipped.  Matco Tools apologizes for
  this delay, however it was not Matco’s error that the apartment number was left
  off *** ****’s order.
  *** **** spoke with Regional Manager **** **** when *** ****
  visited *** ****’s school. *** **** approached him for help concerning his
  order.  Because *** **** placed his order
  online and not through *** ****, *** **** was not familiar with *** **** or his
  order. *** **** met *** **** on a Tuesday and provided *** **** with his
  business card.  He explained to *** ****
  that he would be traveling for business the remainder of the day and following day
  but would be available the following Thursday to review *** ****’s order. *** **** asked *** **** to send him a picture of his receipt so he would be able to
  review the matter.   According to Mr.
  ****, conversations with him and *** **** went in circles and *** **** hung up
  on him when he was unable to provide answers without the requested receipt. Mr.
  **** is still waiting for *** **** to provide him with a copy of his receipt so
  he can confirm what was ordered.  Once
  *** **** provides this, *** **** is happy to investigate this matter and
  provide him with the correct items if *** **** did not receive what was
  ordered.  Also, *** **** should provide
  pictures of parts that he is claiming are not in new condition.  To date *** **** has not provided anything to
  support his claim that he received old, rusty parts.
  *** **** will be traveling starting on February 24 and he
  will not be available for 2 weeks. *** **** is more than happy to review this
  matter and assist *** **** if he can provide a copy of the receipt before he
  leaves.  Otherwise, he will be more than
  happy to assist upon his return. 

  Customer Answer

  Date: 02/20/2024

  They are lying i have messages of me trying to fix the issue. I have sent multiple videos proving the tools to be the cheap quality one and the used tool. How can i send u proof of all the messages u will see both sides. I have also given the online order # (online reciept of purchase) to **** through message an he never responded. Hows it my fault. Is it?

  Customer Answer

  Date: 02/20/2024

  i have sent a response through bbb with the complaint # was having problems sending sorry. if i need to do it over its okay just let me know, thank you. also i attached some proof of me trying to get help and with the proof they asked for.

  Customer Answer

  Date: 02/20/2024

   I am rejecting this response because: Matco tools has gave aunprofessional and untruthful response. the claim my address is wrong and its all my fault. If matco looks on my account they will see its correct. So why did you send me a breaker bar just the other day knowing the address is wrong? ***** even said my address is wrong! **** told me that after 30 days the backordered item has to be reordered. So who gave matco tools permission to charge my credit card? who reordered it? I want a receipt showing i reordered the breaker bar to go to a incorrect address after all the issues im having now with matco. Matco has said i didn't provide proof of my claim. I sent a video to matco and it had proof of receipt, used socket, cheap adv socket, and the proof of rust. i sent that same video multiple times and even in HD. Matco has gave nothing but excuses while I'm still showing proof. I messaged multiple matco employees and even called and emailed them giving proof.Can Matcos please provide the attempts of trying to get back in touch with me and help a customer out. Thank you. ill send some proof of my attempts please see attachment. Also i sent **** proof of online receipt gave **** in a message the online order# (online receipt) and date of purchase. Whoever is writing comments for matco is not looking into the matter thoroughly being complete unfair and dishonest in the matter. thank you for your time and please see attachments if you need more attachments of proof i have it just reach out.
  
  
  

  Customer Answer

  Date: 02/21/2024

  [BBB transcription via email, see attachments]

   

    Matco tools has responded with an unprofessional response which is also untruthful. Matco states I have not shown proof of my claim, which i did and have proof (see attachments). I sent a video to matco January 10th and 11th, proving what matco is claiming in their response to be false. The video i sent to matco January 10th and 11th has footage of the receipt, used socket, cheap socket(adv) and the proof of rust presence on the tools. Can matco please provide proof of Matco's comments that I have not reached out proving my claim? i have proof of a video and messages that prove everything I said to be truthful. I will attach the messages. I also went above and beyond and kept trying to fix the issue, i contacted matco multiple times, so how is it my fault if I'm the one who's trying to show proof and contact matco and fix the problem? Because I'm a naive student i should accept the loss? I also will show proof i did reach out to **** with the proof of online purchase i sent him the date of purchase and the online order#(online receipt). **** has not messaged me or tried to contact me since, still waiting from matco for a response. Matco has responded claiming that i did not provide the correct address. If matco looks on my account, they will see it states the correct address. So why did you send me a breaker bar that's supposed to be reordered after 30 days on backorder?, **** said if somethings on backorder longer than 30 days it will not send and must be reordered? Who reordered it and charged my credit card? also, matco has not fixed the issue with the wrong address, Matco has sent the breaker bar to the same incorrect address. Tell me how please?, ***** clearly stated the address was wrong! so why send tools to an incorrect address? please help make sense of this. After all these issues with matco why would I buy more tools without fixing the problem I have with matco tools already? Matco needs to step up and take full responsibility and replace the tools. I have provided in attachments, proof, something a customer shouldn't have to keep doing multiple times for this long.(Thank you, BBB, for this platform).

  Customer Answer

  Date: 02/21/2024

  **** is now saying he needs more proof. i sent matco (**** ***********) the video containing proof of reciept (it show the reciept)they just dont stop. There trying to make it difficult for me to return the used and cheap tools they sold me. I have given matco everything they could possibly want to make it right.Im just asking for customer service thats it. **** is not being professional, and keeps saying rude comments. I will not deal with him due to his disrespectful manner in this Situation. Matco i have been patient since last year december. And since than ive been showing proof after proof and no one has done a thing. If bbb can assist with me uploading the video it will contain proof of reciept, used socket and the cheap adv socket when i paid for opti torq. Also if matco can go onto my account and get my credit card info to charge my credit card last week than how come matco cant see the same receipt that backordered item is on? Also why did you send a breaker bar to a wrong address knowing its wrong? Does matco do this to everyone that has a problem with tools?

• Initial Complaint

  Date:01/02/2024

  Type:Billing 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.

  Business states I am approaching 90 days past due, my Matco Tools Rep. Obviously has not been paying into my account, they are claiming I am almost 90 days past due, I have proof that I am not and I have been paying every week I have missed a couple or few weeks in a row, because I am not paying into an account that my funds are not being credited to, just to go into an individuals pocket and my credit go down the drain. My credit report is already claiming I am almost two months behind and Matco is claiming that I am almost 90 days behind. If needed I will get a lawyer and file a civil claim, with judgement for up to 3x the amount to cover all costs of going through courts, like lawyer and court fees, etc. Thank you for your cooperation.

  

  Business Response

  Date: 01/04/2024

  Mr. ******* applied for Matco Tools credit on or about April
  5, 2023. He entered into three contracts dated April 5, 2023, April 19, 2023,
  and April 26, 2023. According to his contract dated April 26, 2023, Mr. *******
  is to pay $19.21 per week. Mr. *******’s minimum monthly payment is $83.18.
  Unfortunately, Mr. ******* did not make payments in the
  months of July 2023, August 2023, or December 2023. Mr. ******* made payments
  totaling $30 in October 2023. Mr. ******* made payments totaling $100 in
  November 2023 and $200 in September 2023. 
  As of December 30, 2023, Mr. *******’s account is 10 weeks past due.  The last payment was received on November 29,
  2023.
  Matco Tools has reviewed the payment receipts provided by
  Mr. *******.  These payments have been
  applied to his account.  The reason for
  Mr. *******’s past due status is because of the payment history outlined
  above.  Matco Tools is happy to review
  any further proof of payment Mr. ******* wishes to provide, however base on the
  information provided by Mr. ******* his account status is accurate.
  Mr. ******* can contact Matco Tools at ************ to
  discuss his account further and to see if there are any deferment programs
  available to him.  

  Customer Answer

  Date: 01/04/2024

   I am rejecting this response because:
  
  
  That does not represent accuracy on my credit report, I have an email saying I am approaching 90 days past due, but you guys (matco tools) just openly admitted I am only behind for december.......MY credit report shows I am 30-59 days late, which as also you just admitted, I am not, if further payments are to be made I am requesting adjustments in accuracy to my credit report and no further calls EVERYDAY and emails multiple times a week. That is why I only made 1 payment in December. Once I found out my account was inaccurate, I believed I was being scammed by the rep. Thanks

  

  Business Response

  Date: 01/05/2024

  Matco Tools apologizes if our response was not clear.  However, Matco Tools did not state that the
  account became past due in December 2023. The comment regarding his past due as
  of December 30, 2023, was to provide the current status of his account.
  Matco
  Tools reports to the Credit Bureau monthly. 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. As outlined in our response, Mr. *******’s account
  first became past due when he failed to make a payment in July 2023 and August
  2023. Because of this, his credit was negatively affected in August 2023 as at
  the time of the reporting his account was past due 4 weeks or more.  He made a payment in September 2023 to bring
  his account within 4 weeks past due, so his credit was not negatively affected
  in September 2023.  However, as outlined
  in our response, a full payment was not received in October 2023 and his
  account has been past due for 4 weeks or more since October 2023. Matco Tools
  has accurately reported this to the Credit Bureau.   
  Matco
  Tools expects Mr. ******* to make payments per the signed contract.  Unfortunately, his account is past due and
  Matco Tools, like all creditors, reports the status of the account accurately to
  the credit reporting agencies.  If he
  does not believe that the above-mentioned payment history is accurate, he can
  contact Matco Tools Financial Services at ************. However, Mr., *******
  has yet to provide any information to suggest that the accounting according to
  Matco Tools’ records is not accurate.   

  Customer Answer

  Date: 01/05/2024

  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.

• Initial Complaint

  Date:12/12/2023

  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.

  Purchased a tool with a lifetime warranty ******. Spoke with Customer service rep ******* ****** on 12/11/2023. ******* is refusing to warranty the tool. He is requiring me to go through a distributor that does not service my place of business, and has not been to my place of business since June/July of this year. I have had tools warranted in the past through customer service (as recently as a few months ago) very easily with no issues, but ******* is choosing to patronize a customer that has spent thousands with Matco and has ZERO debt through Matco or any of it's distributors. I should not have to go through hoops to have a tool replaced!

  Customer Answer

  Date: 12/13/2023

  The District Manager has reached out to me.  There is a resolution pending.

   

  Thank you
  

• Initial Complaint

  Date:12/07/2023

  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.

  10/24/2023 I spoke to a lady that told me if I paid off by 11/24/2023 that I won't be 30 days late. She said she will note that and my autopay will not work anymore.
  I had a balance of $339.65
  11/03/2023 paid $80.00
  11/17/2023 paid $80.00
  11/21/2023 paid off with $291 as per online balance
  I overpaid by $114
  
  I called in Matco and a guy said that the account never went into collection, that it states I did not miss over 30 day payment and that it will not harm my credit. Yet now in November 2023, my credit dropped 94 points. I recalled and ask for a dispute, the same guy said they don't dispute a charge that isn't on the history of collection. He assured me that my payment was made before 30 days but my credit report says different.

  

  Business Response

  Date: 12/13/2023

  Matco Tools has reviewed the call between Ms.
  *********-****** and them from October 24, 2023. Ms. *********-****** called to
  speak with an account representative regarding past due. She advised that she
  received a new card and forget to contact Matco Tools with the new card
  information, so her Matco Tools account became past due. On that day, her
  account was past due $341.95. Ms. *********-****** said she was unable to pay
  her past due amount and said she would be able to make a payment the following
  week. Her account representative informed her that Matco Tools would be
  reporting to the credit bureau on Friday, October 27, 2023, and her credit
  would be negatively affected if she didn’t pay a portion of the past due by
  then.  Ms. *********-****** offered a
  payment of $100.00 to process on October 24, 2023.
  Ms. *********-****** did not ask her account representative
  that this payment would protect her credit and unfortunately her account
  representative did not inform her that this payment was not large enough to
  protect her credit from receiving a late mark. Due to this confusion, Matco
  Tools has removed the 30-day late mark from Ms. *********-******’s credit
  report as a courtesy.
  Ms. *********-****** made her final payment on November 21,
  2023. She made the payment online and did not call in to lock in a payoff.
  Therefore, her account was overpaid. Matco Tools has requested that Ms.
  *********-******’s refund check be expedited; Ms. *********-****** should receive
  the refund check shortly.  

  Customer Answer

  Date: 12/14/2023

  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:11/28/2023

  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.

  On November 25th I ordered a product from the company. At 0131 on 26 Nov, I received an email that the product was on back order. Today (28 Nov) at 0730 I received an email stating my order cancelled with no given reason. I want the product that I paid for at the price that it was advertised.

  

  Business Response

  Date: 12/04/2023

  On or about Monday November
  27, 2023, it was brought to Matco’s attention that a pricing error occurred on
  their website. The price listed for a ************ impact wrench was $142.50. While
  this was obviously an error on our part, a number of people rushed to the site
  to take advantage of the situation. When it came to our attention this was
  happening, the orders placed were cancelled and the pricing error was
  corrected.
  
  Pricing errors and mistakes
  of this nature will occur on occasion in every business. Unfortunately, when
  sales are being made online with no human intervention, such errors can have a
  much greater impact because of the time it may take to come to the company’s
  attention. It is for this reason Matco has conspicuously posted on its website
  the following disclaimer:
  
  PRODUTS AND PRICING
  All Matco Tools products and
  products listed on this website, prices, configurations and availability are
  subject to change at any time by Matco Tools. 
  Matco Tools has the right to refuse or cancel any order or delivery of
  any items for any reason including in the event of a pricing error.  All prices displayed on this website are
  quoted in U.S. dollars and are only valid and effective in the United States. 
  
  With the above disclaimer,
  Matco reserves the right to cancel orders that are placed for products where
  the price listed for said products is in error. Matco exercised this right to
  cancel all the orders made yesterday for the ************ impact wrench listed
  for $142.50, which was an error.
  
  Mr. ****’s order was
  cancelled, and the purchase has been reversed. His money will be returned to him
  promptly through his credit card processor or bank. Matco sincerely apologizes
  for any inconvenience this error may have caused. 

• Initial Complaint

  Date:11/17/2023

  Type:Sales and Advertising 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 had a credit account with ********************** for four years. I make a payment between ****** dollars every payday when my tool rep comes. Somehow, my balance is only going up not down. Also, they reported my account as a charge-off to my credit report days after I had made a payment. My balance should be going down and my account should not be listed as a charge-off when I'm actively paying it. If my tool rep isn't putting my payments towards my credit account (I don't owe anything on my truck account) than they need to be reprimanded and investigated so my payments can be applied correctly. This needs to be resolved.

  

  Business Response

  Date: 11/21/2023

  ******************** applied for Matco Tools financing on July 12,2019.  He signed his most recent contract on November 1, 2019.  According to Matco Tools records, ******************** made inconsistent payments from January 2020 until March 2023.  Payments stopped in March 2023.  Due to the delinquent status of ********************** account, his account was transferred to Matco Tools internal collections team in September 2020. The account was charged off in September 2023 after no payment was received for 6 months; it is Matco Tools standard procedure to charge off accounts and transfer them to our outside collections agency after 6 months of nonpayment.  A $9.88 payment was received on October 2, 2023, after 6 months without a payment.  2 payments totaling $64.55 have been received since then. These payments were received after the account was charged off.  Once an account is charged off, it will remain in the charged off status.
  If ******************** has copies of receipts showing that the payment history outlined above is not accurate or that payments made were not accurately applied to his balance, Matco Tools would be more than happy to review them. As of today, there is no record that ******************** contacted Matco Tools ***************************** to discuss his reported discrepancy.  He can contact them at ************.