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: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 ************.

• Initial Complaint

  Date:10/18/2023

  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.

  on oct. 16 i called matco because they stated i was behind $190 something dollars. i checked with my distributor and he said he will get it fixed. mind u this was an reoccurring email since april and same reply always. pics of texts included. i called and ***** *** was a total B. excuse my language but she did not want to offer no insight as to how im negative and to talk to my distributor **** *****. Which keeps giving me the run around. Now they sent me a letter claiming i owe a full $11k in balance within 5 days. like principal and interest? not sure why they adding the interest when i called today the payoff is around 7k. today 18th someone else told me i either pay the payoff 7k or the behind $190 or in 4 days i have to pay 11k makes no sense calls r recorded so they can hear me asking to be helped by anyone else to look into this matter and yet she hung up on me so she can move to the next call. her words. i was even going to take the loss and pay the $190.(never buy matco) and keep making auto payments. at that she jumped to ask for a card number. but when i said can u remove theis warning of the $11k in 3 days. and she said no i still had that. i asked what the hell is the point in taking money now if u going to ask for $11k a few days. she clearly does not know how to do her job. will upload text with dis. and emails because everyone wants to be paid but noone is trying to help me see where it got lost, when i try to get escalated they both said they were the top of the collections dept so whose lying? i just want to clear this out ********** if someone from corp can look into this and help me out we can clearly get back onto payments. other wise i will dispute with 3 credit bureaus. also uploading my my credit from credit karma stating ive been on time recent as of sept 19 2023. also this serves as proof that ive reached out to them as my last effort to resolve this matter

  

  Business Response

  Date: 10/30/2023

  Matco Tools appreciates Mr. **** bringing this matter to
  their attention and appreciates his patience while the matter was reviewed. Pursuant
  to the contract Mr. **** entered into on April 6, 2023, Mr. ****’s agreed upon
  weekly payment is $46.85, the bi-weekly payment is $93.70, the semi-monthly
  payment is $101.51 and monthly payment is $202.86.  Matco Tools’ accounts mature on a weekly
  basis.  Therefore, to determine the
  monthly payment, one would multiply the weekly payment by 4.33 to account for
  months that have 5 weeks.
  As shown in the account ledger Mr. **** provided, Mr. ****
  made two payments in April 2023 totaling $93.70 and one payment in May 2023 in
  the amount of $95.  Mr. **** made 2
  payments a month totaling $190 per month during the months of June 2023, August
  2023, September 2023 and so far in October 2023.  Mr. **** made 3 payments totaling $213.00 in
  the month of July 2023. 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.
  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.  Luckily, Mr. ****’s account was not past due
  for more than 4 months at the time of the reportings. Therefore, although Mr.
  ****’s account is past due, Mr. ****’s credit has not been negativ*** affected.
    
  The telephone conversations between Matco Tools and Mr. ****
  were reviewed.  Although the payment
  history provided to Mr. **** appears to be accurate, it does not appear that it
  was brought to Mr. ****’s attention that his payments totaling $190 per month were
  below his minimum monthly payment. 
  Although Mr. **** did miss payments in April 2023 and May 2023, the
  oversight regarding his monthly payment amount contributed to the past due
  amount.  Due to this, Matco Tools has put
  the entire past due amount as of October 26, 2023, to the back of Mr. ****’s
  loan.  
  During a phone call between Mr. **** and Matco Tools on
  October 16, 2023, Mr. **** told an account representative that he sold the toolbox.
  Unfortunat***, this is in violation of the Master Agreement Mr. ****
  signed.  Pursuant to section 5(g) and 6
  of the Master Agreement, selling or trading of Matco Tools’ secured collateral
  results in the account being accelerated and the entire balance becomes due. A
  copy of the signed Master Agreement is attached.   If Mr. **** can confirm that the toolbox is
  still in his possession and he did not sell the secured collateral, Matco Tools
  will disregard his comment of October 16, 2023, regarding him selling the
  toolbox.  He could then resume his
  contractual payments as outlined above. 
  Should his claim that he sold Matco Tools’ secured collateral be true,
  Matco Tools refers him to his Master Agreement and the letter he received on or
  about October 16, 2023. 

  Customer Answer

  Date: 10/31/2023

  as of today 10/31/2023 i still have the box i would call but every time i do ur collections dept is very rude so if u or anyone that is updated to this manner can call me ********** and i can verify and proove i have the box il facetime or however u wish for me to provide u with proof. also i need confirmation email or through here that i wont be sent to collections anymore due to that letter of me having to pay $11k in 5 days. i have still continued to make payments through ****. i would want for someone to call me so we can setup a weekly paymentsa to avoid all this together in the future because. as i have tried to call i get negative people who need to be taught the script.  il call today but its to show how correct i am. please get me back to these and we can move fwd with our relationship as tech and tools

  Customer Answer

  Date: 10/31/2023

  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.

  disregard last message called today and ****** (sorry if i misspell) gave me the very professional answer i have been looking for proos to her seriously and to my distributor **** * ***** who beyond everything has stayed neutral to this but has helped me when i asked. ****** deserves a raise/promotion she is the matco i have come to respect and will continue to purchase as well as keep my payments. thanks again

• Initial Complaint

  Date:09/13/2023

  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.

  To Whom it may concern,
  
  This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below.
  
  09 WOOD RESIDENTIAL SERVICES ACCT #: *******BAL. $******
  Under the Fair Credit Reporting Act, 15 U.S.C. § 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please don’t respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  

  Business Response

  Date: 09/25/2023

  Matco Tools received a ‘block notification’ from the credit
  bureau regarding *** *********’s account. 
  Upon receiving this, Matco Tools removed the account from ***
  *********’s credit bureau.  Matco Tools
  sent the request to the credit bureau on August 26, 2023. Matco Tools does not
  control when the credit reporting agencies will update their records to reflect
  this, however we were advised that the update can take up to 30 days to appear.  Should *** ********* not see this update he
  can send a dispute to the credit bureau for Matco Tools to reissue the update
  or contact Matco Tools’ Financial Services at ***-***-****.

• Initial Complaint

  Date:08/22/2023

  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 have an ongoing account with ********************** for my tool box and a few large tool purchases and I set up auto pay to set it and forget it. I moved jobs early this year and had to switch to another tool truck and was told that my PSA was being transfered and set up and had it set to auto pay once again. For some reason on matcos end the auto payment did not work and I was never notified and got extremely behind on payments and was not notified via mail or anything. Once I found out about this after attempting to purchase a car and seeing my credit score plummeted I called matco and payed IN FULL what was behind due to their negligence. It was still reported on my credit and has ruined my credit score and I have called and explained what happened severe times and there has been no help given. I would never do business with Matco Tools again.

  

  Business Response

  Date: 08/31/2023

  After reviewing the recorded calls and the payment history of ****************** account, ********************** is confused by ****************** statement that he was unaware of the past due status of his account. It is also unclear why he believes the negligence of Matco Tools caused his account to become past due.  
  **************** signed his most recent contract on September 28,2022. According to the terms of the contract, **************** is to pay $60.14 per week.  ****************** account was previously being serviced by a local distributor who collected payments from **************** and remitted the payments to Matco Tools on a weekly basis. Payments were consistently received until February 3, 2023.  ***************** account then became due for more than a full monthly payment on or about March 25, 2023. Once this occurred, collection phone calls started, and collection letters were sent. Statements which showed the past due on the account were also sent to ****************.
  Matco Tools did not receive any communication from *************** or the distributor advising that the distributor was not serving ***************** account until the account was transferred to Matco Tools in-house department on April 7, 2023. During this call, ****************** account representative advised **************** of the status of the account and went over payment options with him.The account representative also confirmed that the contact information on file for **************** was correct.  **************** asked to set up reoccurring biweekly payments, to start on April 21, 2023. The account representative asked **************** if he was able to pay the past due or pay anything additional towards the past due amount. **************** advised he was not.  The account representative clearly explained to **************** that his account would continue to become further past due until payments started on April 21, 2023.  She also explained that collection efforts would continue, and that ****************** account would be reported as delinquent on his credit report until the past due was paid.  The account representative informed **************** that Matco Tools reported to the credit reporting agency monthly,after the 4th Friday of the month.  
  On April 14, 2023, Matco Tools spoke with **************** again.  The representative let him know that the payment schedule was still scheduled to start on April 21, 2023,however they asked him if he was able to make a payment towards his past due amount.  **************** told the account representative he was not able to at that time. 
  Matco Tools attempted to process the scheduled payment on the morning of April 21, 2023.  The payment was rejected by the bank.  Matco Tools contacted **************** that same day to let him know it was rejected and to ask if he wanted the payment reattempted. **************** asked Matco Tools to process the payment the following day,which was a Saturday.  ****************** account representative advised him that Matco Tools was not open on weekends,therefore the payment would be processed the following Monday.  *********************** the change to his automated payment schedule, and the payment successfully processed the following Monday,on April 24, 2023.  Biweekly payments of $120.30 have processed every other Monday since then.
  **************** accurately received 30-day late marks in March 2023, April 2023, and May 2023. **************** made a one-time payment of $448.83 on June 29, 2023, to bring his account current. Therefore, Matco Tools reported ****************** account current to the credit reporting agency in June 2023.  Matco Tools will continue to report ***************** account current if payments continue. 

• Initial Complaint

  Date:07/26/2023

  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.

  I purchased a brand new Matco ** ****** in November of 2021. Since new the locking mechanism in the top drawer add on has been defective. I have called Matco, I have complained to my distributor, to no resolve.
  In-fact a Matco Tools District manager thought it was acceptable to be argumentative, short, and rude.
  After that incident I noticed an issue with a set of drawer slides, my distributor ordered new slide, we removed the affected drawer. And the slides fell out of the toolbox as they were not fastened down.
  The Lid Accessory scratches the toolbox when opened and closed.
  I have been basically told by Matco tools itself that I need to
  “Deal with it, you bought it, we’ll fix it when we feel like it”
  That is an absolutely atrocious and sad way to treat customers.

  

  Business Response

  Date: 08/21/2023

  Matco Tools offers a limited product warranty against
  materials and workmanship defects for any tool that is branded with the Matco
  label.  Each toolbox warranty claim is
  handled on a case-by-case basis. It is Matco Tools’ discretion whether to
  repair or replace a toolbox.  It is also
  their discretion to determine whether or not something is covered by the
  warranty.  The full warranty statement
  from Matco Tools’ website is listed below, is attached. 
  Matco Tools appreciates Mr. ********’s patience while this
  matter was researched.  It appears that
  Mr. ******** was working with a district manager, multiple distributors, and
  the Customer Service Department. 
  Therefore, Matco Tools needed time to investigate this matter to ensure
  that Mr. ********’s warranty claim was handled appropriately.
  Matco Tools’ Customer Service Department first became aware
  of Mr. ********’s warranty claim in December 2022. They were unaware that Mr.
  ******** had already contacted his distributor to initiate a warranty claim,
  therefore the process may have felt repetitive to Mr. ********. The Customer Service Department asked Mr. ******** to
  provide photos and or videos of the issue Mr. ********’s box was having.  On or about January 31, 2023, Mr. ********
  provided a video of the slides on his toolbox. 
  He advised that the slides on his main drawer appeared to be bent.  Mr. ******** advised that his distributor had
  the necessary replacement parts to fix the issue, however he was worried about
  the time it would take to make the repairs.  Unfortunately, part of a toolbox warranty
  claim is allowing time to make the repairs. 
  It is unclear what additional conversations occurred between Mr.
  ******** and the distributor regarding making the repairs.
  During this conversation, Mr. ******** told the customer
  service representative that he also had scratches on the top drawer of his toolbox,
  and that the locking mechanism of that drawer was not working properly.  It is unclear when Mr. ******** reported the
  issues with the locking mechanism to his distributor.  However, during this conversation, Mr.
  ******* was angry that the distributor told him he would fix the slides and review
  the locking mechanism, but not the scratches on the toolbox.  Unfortunately, the toolbox warranty does not
  cover scratches. The Customer Services Department relayed this conversation to
  the district manager, who stated he would review the warranty claim with the
  distributor so the claim could be resolved as quickly as possible. 
  On February 8, 2023, the district manager reported that the local
  distributor spoke with Mr. ******** and inspected the locking mechanism and the
  reported scratches.  It was determined
  that the scratches were likely due to the top drawer being opened from the side
  of the lid instead of the middle. 
  Therefore, this would not be a warranty issue.  The local distributor did, however, explain to
  Mr. ******** that he would repair the locking mechanism and suggested that he
  replace the slides and repair the lock at the same time.  The distributor ordered the parts necessary
  to repair the locking mechanism. Unfortunately, after the distributor ordered
  the necessary parts to complete the warranty, Mr. ********’s place of
  employment changed, and he was in a new distributor’s territory. Distributors
  are assigned a list of shops to service and are not permitted to enter another
  distributor’s territory.   
  The district manager and new distributor attempted to advance
  the warranty claim; however, it is reported that Mr. ******** repeatedly
  requested a new toolbox or a refund, which caused a delay in the warranty
  process.  Additionally, the district manager
  advised that he would no longer be able to directly assist Mr. ********;
  however, he would continue to support the local distributor.  He reported that Mr. ******** called him vulgar
  names and swore at him.  This
  unfortunately also delayed the warranty process. Unfortunately, this
  frustration caused the claim to halt.
  Notes show that on or about April 20, 2023, the distributor
  was able to install the replacement slides and further inspect the top drawer
  of the box.  The distributor confirmed that
  the locking mechanism was not working properly, and he suspected this was due
  to the box being moved multiple times.  He
  explained to Mr. ******** that to correct this issue the entire add-on top
  drawer would have to be removed.  During
  this conversation, Mr. ******** requested trim on the toolbox be replaced. Although
  the trim was not a warranty issue, the distributor agreed to replace the trim
  for Mr. ******** free of charge. Since this was the first time Mr. *******
  inquired about the trim of the toolbox, the trim needed to be ordered.  It was decided that the trim and top-drawer
  locking mechanism would be replaced at the same time. The local distributor
  advised that he would have to review with customer service about the
  replacement trim, as the original trim was no longer available.  Therefore, to ensure Mr. ******** would be
  happy with the replacement trim, the distributor needed to research the best
  option.  It is Matco Tools’ understanding
  that the local distributor explained this to Mr. *******. 
  Unfortunately, during this time the distributor was also handling
  personal issues.  Therefore, this also
  caused a delay in replacing the trim and the locking mechanism.  However, it is Matco Tools’ understanding
  that this was also explained to Mr. ********. 
  The distributor attempted to keep Mr. ******** updated in the warranty
  process and he advised him that once the trim is received the local distributor
  will be replacing the trim and repairing the locking mechanism of the top
  drawer.
  Unfortunately, it appears that multiple factors caused the
  delay in this warranty claim. These factors include frustration between Mr.
  ******** and the district manager and distributor, Mr. ******** being concerned
  about the time needed for the repair, additional requests being added to the
  claim and the change of shop/ distributor territory.  However, it is Matco Tools’ understanding
  that the trim and locking mechanism will be fixed once the trim is
  available.  Mr. ******** was advised of
  this by his distributor.  It is Matco
  Tools’ understanding that once this occurs the claim will be resolved.
  

  Customer Answer

  Date: 08/23/2023

   I am rejecting this response because:
  
  
  I reject this response. I reported the locking issue to the original distributor within a week of receiving the toolbox. I have documentation via screenshots to prove that. 
  
  the locks don’t work because the box was moved? The box has been transported twice. 
  the locks did not work when I checked everything over the day after delivery. However I knew my distributor was on vacation so I waited to relay the information not wanting him to be bothered by the issue on his personal time 

  secondly I did not request new trim. My distributor informed me it would be ruined in the repair process so if your distributor is inadequately qualified to perform the repair then that’s an issue on your end to resolve. I was also informed Matco tools does not offer the trim equipped on this toolbox as it was a limited production run, and he had suggested it was the main reason for the delay in this repair process. Therefor the distributor said he would  need to order the trim for a hutch equipped box and modify it to fit. 

  also he said modification to the internal box itself is necessary to get the locking mechanism to work properly. That’s concerning due to corrosion reasons, how will it be treated, painted, cleaned etc? 
  

  also the distract manager was very belligerent and rude with me when we spoke, resulting in far more aggravation in this process than needed 

  As for blaming me for the repair process not being completed, I’m a flat rate technician, and it is your product that has failed, it is your problem to resolve. I should not need to be involved in the repair process. 
  

  I understand Matco reserves the right to decide on repair or replacement, however I also am well versed in my rights as a consumer. 
  

  Laws relating to warranty claims referring to a timely warranty repair designate a time period of 30 days appropriate, anything over can be viewed as breach of said warranty contract, Matco tools could not provide parts to repair the toolbox in a timely manner, if memory serves the springs took well over 3 months to arrive. (Lock bar springs). As for the lock bar springs, those have been replaced, and no change to the locking mechanism malfunction. So therefor not the cause of the problem. 
  

  I also have saved all digital correspondences with my original distributor dating back to the original complaint of the malfunction. 
  

  as for the drawer slide repairs made, the district manager referred to told me and i quote “there’s absolutely nothing wrong with your drawer slide, you’re finding anything to complain about” upon my distributors removal of the affected drawer the slides on the left hand side of the toolbox quite literally fell out of the box as the hardware to attach them was no where to be found. 

  

  Business Response

  Date: 08/28/2023

  Matco Tools is unsure what additional information can be
  provided.   Matco Tools responded to Mr.
  ******** with the information available to us. 
  Matco Tools distributors are franchisees and are not employees or agents
  of Matco Tools.  Therefore, Matco Tools
  does not have access to all conversations Mr. ******** had with his
  distributors.  Matco Tools was first
  aware of the warranty claim in December 2022, therefore we are unable to speak
  as to anything that occurred before then. 
  Based on the information available to us, Matco Tools responded to the
  challenges of this warranty and provided the status of the warranty, according
  to the local distributor.              
  If Mr. ******** does not want the trim replaced, he can
  advise his distributor of this, and they can schedule the repairs of the
  lock.  Otherwise, once the trim is
  available the lock will be replaced once the trim is available and installed.
  It is Matco Tools’ understanding that this will resolve Mr. ********’s warranty
  claim. 

  Customer Answer

  Date: 08/30/2023

   I am rejecting this response because:

  the actual toolbox needs to be modified in order to the get locks to work because it was improperly manufactured and never therefor checked by Matco tools before leaving the plant, according or the distributor upon its delivery to him

  It’s not a simple parts replacement. it’s hack work and the cheapest alternative that Matco thinks a client will accept. therefor unacceptable.

  a lock was never ordered.

  You would have record of that because it would be based off of the boxes serial number registered to me. 

  So Stop back pedaling for public appearance. First it was the springs, now it’s supposedly a lock 

  replace the toolbox with one built properly. Stand behind your products like you so proudly advertise.