Complaints

This profile includes complaints for Matthews Motors, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Matthews Motors, Inc.

  11315 US Hwy 70-W Business Clayton, NC 27520-2205

  
• 

  Matthews Motors, Inc.

  204 N Berkeley Blvd Goldsboro, NC 27534-4324

  
• 

  Matthews Motors, Inc.

  5723 Market St Wilmington, NC 28405-3501

  

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:03/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 9/5/2024 I had my oil changes on my 2021 ********** Mirage in for oil change. Advised when finished by ***** good to go no issues. No notes at that time was created or informed. ***** took all my bills yesterday and now a new note was put on my bill dated 9/4/2025. I was not there on 9/4/2024 I was there 9/5/2024. I returned to change oil again because MM is unable to set my car to advise when oil change is required. 9/5/24 ***** 3/4/25 *************************************************** need of oil change and car does not notify me. For some reason all mechanics who work there do not know how to set it. The issue is that when ***** advised my auto was ready she advised I need pads and rotors according to mechanic she said they told me on 9/4/24 about this. They never, ever advised me of that on that day. I always have any more work to be done placed on my receipt for oil change. Nothing was ever told to me or noted. Ok, then she looked on (2) of their systems and mechanic never noted she advised me. Then, spoke to Service Manager *****, he advised the mechanic confused my car with another car, but he also did not work there anymore. Ok now he is talking to me in a condecending way because I advised ***** that your service ***** did not advise back in September 2024 that I need brakes so ***** went on to say since I have drove ***** more miles of course I drove my car not knwing I need brakes he stated they was just the normal wear and tear, but now because I was not advised I now need pads and rotors at the cost of $352.00 then in a smug way he ended our conversation stating I could have the work done by them or someone else. I advised him I was going to make a complaint..

  

  Business Response

  Date: 03/06/2025

  On March 4th, 2025 I was asked by the service advisor ***** to speak with Ms. ********* regarding her concern.  She explained to me the fact that her vehicle was in for an oil change service today and we recommended that she have her front brake pads and brake rotors replaced.  She seemed upset that she was told by service advisor that this repair was also recommended last time she was here back in September, but there was no recorded information regarding this recommendation.  I tried to explain to the customer that I could not prove the recommendation back in September, but it must not have needed them right away since she drove the vehicle almost ***** miles since then.  I also asked her if the brakes were currently making any noise when applied, and she responded no.  I then explained that the brake pads have a wear indicator that will start to make noise when the pad reaches 2mm of remaining pad.  This is also the point where the vehicle would not pass a state inspection.   I assured her that at this time we make the recommendation before the pads wear to the point on making noise, but it was not a safety related issue at this time.  She then stated that if she had been notified back in September she would have completed the repairs then, and would cost of the repair would have been less.  I informed her the cost of the repair would have been the same cost then as it is now.  I also advised her that she may want to get an estimate to have the repairs made elsewhere, to see if she can have it completed at a lesser cost.  She kept going back to the fact that she should have been made aware in September, and I again explained that I could not answer for what happened then, but that there was no safety concern at that time.  She stated that she is on a fixed income and that we were trying to take advantage of her.  I assured her that this is not the case, she again accused me of trying to take advantage of her and stated she was going to file a complaint.  There was not much more I could do to resolve the situation at this time.  It is our job to inform customers of needed repairs and maintenance,  from what I can gather from this visit we performed properly and informed her of needed repairs.  I am not sure what compensation  she is expecting, as she only completed and paid for an oil change.  We will be happy to complete the recommended repairs for her at the quote given.  

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23023484
  
  I am rejecting this response because: they are using all the excuses for not advising me back in September.& ***** the Servce Manager is trying to cover his axx. FIRST , not noted anywhere in their computer about me needed brakes. SECOND,  ***** advised the mechanic mixed my car up with someone elses. THIRD, ***** , advised mechanic not working there anymore, so how does ***** know the mechanic mixed my car up with someone elses, if he does not work there anymore. I do not care ***** is lying to me and I do not appreciate it, what is he a physic, about the mechanic.  If anyone drove a vehicle another ***** miles of course they would require a more expensive repair of $352.00. I refuse their answer. ******* Motors has to do something and if not, I have no problem contacting Ms. **** ******* , the owner.
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 03/10/2025

  At this time we would like to know what Ms. ********* is requesting to resolve this issue.  How much would she expect to pay for the repairs? Once we know what her requested amount is we will consider the request and respond at that time.  Thank you. 

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23023484
  
  I am rejecting this response because: I am willing to work with ******* Motors to resolve the issue. Let's split the cost $176.00
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 03/11/2025

  Here is our offer to complete the repairs.  If the brakes pads been replaced in September without replacement of the brake rotors the cost would have been $ ****** plus tax.  The balance of the requested repairs would be for the needed brake rotors which the dealer is offering to replace at no additional cost to the customer.  So our final offer is for the customer to pay for the front brake pad replacement at the cost of $ ****** and the dealer will supply the front brake rotors at our expense.  Again if the customer states she would have paid for the brake replacement in September if she had been informed, her cost would have been the $ ****** plus tax.  We feel that the dealer supplying the brake rotors should be an acceptable offer.  Please let us know if you would like to proceed, and we will be happy to schedule the repairs as soon as possible.  Thank you. 

  Customer Answer

  Date: 03/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. But, will not be getting work repairs done at ******* Motors, since they did not agree my request. So sad. 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:02/01/2024

  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.

  On January 20, 2024. I came to ******* motors to get my first car when I got there she told me that I was qualified for the first buyers program. We had sat there for about three hours while she ran my credit and my license number and she told me to come back the next day, so I came back the next day and she told me that I qualified for a vehicle but I had to put $1000 down due to me not having yet considering Im 19 years old so I was able to get into a vehicle and she kept telling me that I was approved by a bank so she came to me and asked me how many hours I was getting per paystub at work. I did inform her that I was in fact, only getting ************************************** working at a hotel and our revenue being low for this time of year. it was two hours, and when she came back to me and told me that I was unable to get the vehicle with a cosigner but to just give her a second so she could try to pull strings. she then came back and told me that I did not in fact need a cosigner and that everything was approved but that my car payments would go up to 424 a month. I was OK with that. I signed the contract and then I was called back to the front and was told that the insurance was in some somebody elses name and that they mistake identity for me, they had to go back through the insurance company, causing me to sit there for about two more hours before I could leave. Eventually everything else was resolved. I finally got my keys and thats when she told me that I still needed one more paystub which I was OK with and she double check with me and asked me what my next paystub is 64 hours and I told her yes if I was able to get to work in time because they had already kept me two hours overtime I was supposed to be at work Which they knew. Fast forward today I get in there and she tells me that my 64 hour paystub is not enough and that I need 80 hours when she told me before that I needed only 64 and she only said 80 because of the man next to her. She lied to my face saying that she didnt tell me those things and made me look like a fool. Now they want my car.

  

  Business Response

  Date: 02/21/2024

     I am writing in response to the complaint filed by ********** regarding her experience at our dealership, Matthews Motors. We appreciate the opportunity to address her concerns and provide clarity on the situation. 
  
  
  
  
                  Beginning on January 26th, we made numerous attempts to contact ********** regarding the overdue paystub. However, we were met with delays and challenges in communication. Finally on January 30th, ********** responded that she "was out of work sick this last week so the hours are messed up". She had missed time at work again and would not be able to provide the required paystub but offered a doctors note as an alternative to the hours she had missed. Unfortunately, it did not fulfill the lenders requirements. Despite her assurances, she was unable to provide documentation that would meet the lender's requirements, resulting in the inability to finalize the transaction.
  
                  Given the circumstances, we worked to accommodate ************** needs as best as possible. However, when it became evident that the loan could not be completed due to the lack of required documentation, we issued a full refund of her down payment. We were transparent with ********** throughout every step of the process, ensuring she was aware of the requirements and implications at each stage.
  
                  We regret any inconvenience or frustration ********** may have experienced, and we remain committed to addressing her concerns to the best of our ability. We thank the Better Business Bureau for their attention to this matter and stand ready to provide any further information or assistance necessary.
  
  

• Initial Complaint

  Date:02/01/2024

  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.

  On 1/30, we brought my wife's car in for maintenance after the battery light came on. We tested the battery and the alternator and was fairly sure that the alternator needed to be replaced.******* Motors assured my wife that it was just the battery, which would be $200 plus labor. Turns out that, after replacing the battery, it was the alternator that needed to be replaced all along. That was going to cost us $298 plus labor.******* Motors not only failed to correctly identify the issue that we originally went there to get fixed, but they charged us for parts and labor that we likely never needed. On top of that, they told us that a leak in the power steering and coolant hoses would void our warranty on parts and labor if we didn't fix the leak. ******* Motors double charged us for their own diagnostic incompetence, and possibly failed to address the root cause of our car's issues. At the very least, we should have been refunded the labor costs of the battery installation, which was an unexpected $140 on our bill. They didn't even bother diagnosing the fluid leaks or quote us on a fix. Just took our money and wiped their hands clean of any future issues related to their work.R/O number *******

  

  Business Response

  Date: 02/01/2024

  To whom it may concern,
  On 1/30/24 Matthews Motors checked in a **** *** X5 (last 6-p44748) with ****** miles. *** customer ***************************** specifically requested her battery be replaced.  At this time, we went out and checked the vehicle, and determined the battery was completely dead, would not start, had no power. and after testing we determined it was unable to be charged.  We instructed the customer that we would need to START with replacing the battery, and performed that service as requested.  After replacing the battery, we were able to start the vehicle and verify our repairs.  After further testing we made a determination that the battery voltage was dropping at a very high rate with the vehicle running, indicating a charging system issue.  We advised the customer that the alternator was not charging appropriately and needed further diagnostic time to make certain the alternator was the problem.  This was approved by ******************** and we proceeded.  We made a determination that the alternator had power and ground, the alternator had signal, but did not have any output indicating the alternator needed to be replaced.  *** technician also noted that there was fluid leaking on top of the alternator and instructed the service advisor he would need to pressure test(takes roughly 1 hour), and perform a leak test with dye to determine the source of the leaks.  *** customer was instructed the need of further diagnostic time, as it was not evident the exact location of the leak. ******************** declined the pressure test and leak test, and requested us to replace the alternator at that time.  Our service team proceeded with replacing the alternator, verified repairs and deemed the vehicle charging system was working as designed.  *** technician noted on the repair order at the time of service that there were multiple codes stored in the vehicle PCM, the *** and brake light were both illuminated on the dashboard, and the vehicle has multiple fluid leaks.  *** customer was made aware of these issues, and denied any further diagnostic. All of these notes were documented on the customer's repair order, along with a statement from our parts department stating if leaks are neglected, the warranty on the alternator would be void.   *** customer was only charged for the labor for replacing the battery, and replacing the alternator, with a very small diagnosis fee($30.00). After this complaint I personally reached out to two other repair shops just out of curiosity, the average repair cost of replacing the battery and alternator on this vehicle was $1270.50+tax. *** customer paid $966.41 including tax which is extremely reasonable.  *** further diagnostics needed to determine the fluid leaks was declined by the customer, and everything was explained and documented.  Matthews Motors accepts no responsibility for the age, mileage or repairs needed after replacing the battery and alternator.  We performed the highest quality repair, in a timely fashion, at a fair price and would hope the customer understands our attempt to further diagnose the fluid leaks.  
  Thank you for your time and consideration!
  
  

• Initial Complaint

  Date:11/21/2023

  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 bought my 2020 F150 with 65K miles from Matthews Motors on March 1, 2023. I purchased a bumper to bumper warranty on the truck and paid cash for the warranty. It was a 48k/5 year warranty. I didn't experience a problem until about 6 months later. I developed a rear differential seal leak and took it to Matthews immediately (1 hr away from my house). They had my truck for about 4 hours and called to tell me it was ready. I was charged $200 for my warranty deductible when their diff service is $159.99. But that's not all, I started getting a really loud roaring type sound from the rear diff, at the same time I developed a rotational thump from the front drivers and a vibration in the floor in low RPM ranges in higher gears. I took it back to Matthews (again, 1 hr away) and dropped the truck off that morning. It wasn't until the next day I received a call asking me to come back to Wilmington to ride with the technician to show them issues I was having. After taking off work, again, I went back to ride with the tech to show a certified technician the issues. As soon as I started driving the truck, every issue was present, the thumping, chattering sound from the front, the vibration from the trans, and the roaring of the diff. The technician said "I don't know man, sounds like a normal lifted truck to me." My truck isn't lifted. I told him to drive it and feel it. It drove like trash. A 50K vehicle shouldn't drive like trash. He proceeded to floor the gas pedal, shift the transfer case from 2L to 4A constantly while flooring it, then says "nah I don't feel anything, I wouldn't even know where to start." We went back to the shop, I asked if they were going to fix it, the guy at the desk said no the tech didn't find anything. I asked for my spline lug back and he said they didn't even take the wheels off... I then went to the finance manager and tried to cancel my warranty since they weren't going to fix the truck. Took 2 weeks to get someone on the phone to confirm it.

  

  Business Response

  Date: 11/22/2023

  To whom it may concern,

  I have spent the time to research, pull previous documentation with pictures, and speak with all employees involved in this matter.  On 10/24/23 the vehicle was brought in for a vibration issue coming from the steering wheel, and a roaring noise coming from the rear of the vehicle while driving.  During the original inspection and check in process, the advisor and technician noted that the vehicle had aggressive terrain tires installed that were not on the vehicle at the time of sale.  (please see supporting images attached) The technician performed testing and inspection to verify the customer concern and informed the advisor he was unable to verify any concern due to the noise and vibration coming from the offroad tires.  (installed by customer after the sale)  The customer was contacted by the advisor and informed we are unable to duplicate any of the concerns and was offered to drive with the technician to help duplicate the problem.  This is a common practice, as sometimes customers can perform the driving condition at which a problem occurs, better than it can be explained.  The customer offered to come and drive the vehicle with the technician and provided a time he would be available.  When the customer drove the vehicle with the technician, again the technician was unable to verify 100% that there was any issue, due to the nature of the tires, and the noise the tires were making during the drive.  The technician explained to the customer and service advisor that the only way to properly diagnose these concerns, we would need the customer to put a quieter/ less aggressive tire back on the vehicle to properly diagnose.  The customer was advised the nature of the tires was preventing us from verifying any vibration or noise concern, as these tires could be causing these conditions.  At no point during any inspection or diagnostic procedure did any tires get removed from the vehicle. Matthews Motors never had possession of the customers wheel lock key/ spline key, additionally the offroad tires being installed after the sale indicates someone else had to use this tool to remove and install the offroad tires.

  Matthews Motors would be happy to assist the customer is finding or diagnosing his concerns with the proper tires installed on the vehicle.  Unfortunately, after speaking with our finance department, our records show that the customer willingly canceled his extensive warranty contract and requested a refund on 10/27/23.  This could ultimately result in no warranty coverage if we are able to duplicate or verify any problems outside the lifetime powertrain warranty that was GIVEN to the customer at the time of sale.  (Please see attached powertrain contract for coverages) It was explained to the finance manager by **************** that due to the nature of modifications the customer had planned, and had already done to the vehicle, the warranty contract would not cover anything, resulting in the request for a refund and cancelation.

  Again, Matthews Motors stands behind the work we do, and the vehicles we sell.  We would love the opportunity to help with the problems **************** is having, however we need help from the customer in order to properly diagnose his concerns. 

   

  Thank you for your time and consideration!

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20901197
  
  I am rejecting this response because: the business wrote off the problems on off road tires without ever actually checking anything after I thoroughly explained that I had 2 sets of tires and wheels and tried both on the vehicle before bringing it to Matthews Motors. You didnt pull the wheels off to check anything after I also explained and showed the technician the vibrations at low RPMs, the loud rear diff roaring and thumps and clattering coming from the front which, by the way, I replaced my own hubs and actuators that were going bad ($700) that Matthews Motors didnt bother to check because they wrote it off to tires. I cancelled my warranty because I paid $2600 cash for a warranty and Matthews wouldnt fix the truck. So I did. Ive bought 3 vehicles from Matthews and will never buy another from you. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/27/2023

  To whom it may concern,

  Unfortunately our certified *************** technicians were unable to properly diagnose the concern without eliminating the tire noise and vibration.  In our service department, we take a lot of pride in diagnosing things correctly, and the first time.  We do not, and will not throw parts at a car in attempt to fix an issue. This is called a shotgun diagnosis and is not tolerated in our organization.   Our technicians are responsible for their own diagnosis and we stand behind their requests to properly diagnose.  I apologize for any inconvenience this has caused you and Matthews Motors would love to help in the future.

  Thank you for your time.

   

• Initial Complaint

  Date:11/06/2023

  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.

  Went in on a Saturday and the financial institution we had financing us was closed. The salesman ****** kind of pushed us into financing with one of their high risk banks to just get us the car that day. We didn't mind waiting till business day. But he ensured us and entrapt us into making the deal to come and find out it had put us in a situation with our bank. Got that figured out. But upon looking at the car before purchasing it, I noticed it has just been officially inspected not even 2 months prior to me seeing it on the lot. I don't think they actually inspected the vehicle per state standards. Cel was on at the time I bought it and the dealer said they would take care of it and put it in the we owe section of the agreement. It's been almost *************************************************************************************************************** later that week. Never called. I called them the following week and they said it was on back order. I called my local **** dealer and they could have the part for me the next day. They are not doing what they said and it's like as soon as I gave them the check they went radio silent. So it's been 28 days and now the car has been making noises on front end. I took it to a shop and both front wheel hubs have excessive play and the car makes noises while turning. This should have been seen in inspection and addressed by dealer. There is no warranty on my end but these are wear and tear parts anyways. Dealer should have noted in inspection if it was a correct job and the document was not fudged. Dealer says nothing they can do about that. I need a safe reliable car and that's what I'm paying for . This car is not safe on the road only after 28 days of ownership l. I have document proving i went to a shop on my own and paid for them to tell me both wheel hubs have excessive play. I need this and the cel fixed asap and I want dealer to make me feel appreciated. Never did I feel welcome or appreciated for my business but just a number on a sheet

  

  Business Response

  Date: 11/20/2023

  This has been scheduled with our service department to have concerns addressed.

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20827596
  
  I am rejecting this response because:the dealer does not want to fix the problem with the worn wheel hubs without charging over 900 dollars on a car I just bought.  I had problems less than 30 days into ownership 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/31/2024

  We have arranged repairs with customer and completed everything requested at this time. I have responded to this 2 times previously. 

• Initial Complaint

  Date:05/09/2023

  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.

  I bought a truck from ******* motors on March 31st, on my way home in the last ***** minute stretch to me being home I had smoke come out from under the hood. When I pulled in the drive way I proceeded to take pictures and would call in the morning. I called and spoke to the lady I signed the papers with and she aided me in figuring out how to move forward. She told me to drop the truck off Sunday night and they would send it out to be looked out that week. After dropping the truck off I had to periodically check in to see what was happening to my truck with no luck they told me to contact the service manager at their shop in Wilmington. So on April 7th I did and he informed me that my axles and been broken and were slinging grease which had caused the smoke. I was told by manager that he would let me know what they would do to my truck. I received nothing about my truck, it wasnt till the 11th I noticed my truck had been dropped off back at the dealership and was ready for me to pick it up with no notice. When I received the truck the axles had not been replaced and nothing had been done. On April 12/13 I tried to get ahold of a general manager and was constantly told that it wasnt possible, he was in a meeting, he would call me in a few, hed call me the next day. I never received such call but I would speak to service manager who would accuse me of breaking the axles and therefore would take no responsibility over repairs. On April 27th I took my truck into *************** ******* in ******* to get a diagnostic and an idea how to get it repaired. They repaired my axles through the warranty ******* motors offers but identified that the lift kit that ******* motors had installed on the truck was the reason for the axles to break and therefore would break again because the axles are at full travel length. I have reached back out to ****** motors and they have still yet to do so much as call back to come to a resolution.

  

  Business Response

  Date: 05/17/2023

  Good afternoon,

  On this F-150, the lift manufacturer offers two different styles of lifts, one with lift spacers and one with lift struts.  Because the vehicle trim package is an **** the vehicle comes from the factory with a 1 inch lift in the front of the vehicle.  Per the lift manufacturer, the spacer kit does not provide the ideal suspension travel on the **** or any truck with FX4 package.  During suspension travel, it can cause the axles to be over extended, or cause outer tie rods to be over extended. The correction per the lift manufacturer is if the vehicle ride height is over 25 inches (measured from the center of the wheel to the top of the wheel well), to install lift struts to lower that articulation angle.  

  Upon further review and direct communication with ******************, we have decided to correct this issue as follows.

  Prior to the sale of the vehicle, Matthews Motors ********** installed a rough country 3 inch lift kit on the vehicle.  Attached in the photos are the different lift options listed for this vehicle.  The selection was made based on price and fitment.  The vehicle was delivered to Matthews Motors ********* and ultimately sold to Lucan ******.  ***** developed an issue soon after and the vehicle was transported to Matthews Motors ********** to inspect the suspension and drive line issues he was having.  After further review and direct communication with the lift kit manufacturer, we learned that a measurement was needed after the install to also determine suspension articulation. ****************** has been contacted in regards to this issue, and Matthews Motors has agreed to install Lift Struts, per the lift manufacturer to correct this issue.  The lift struts have been ordered, once they arrive, ***** has agreed to drop the vehicle off at Matthews Motors *********.  The vehicle will then be transported to Matthews Motors **********, where the new components will be installed. ****************** has agreed verbally that this will correct all issues he is having.

  Please let me know if you have any questions!!

  *************************- ************

  Service Director

  Customer Answer

  Date: 05/17/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dealership called on January 19, 2023 stating that they had gotten me approved for a car loan, I went to the business and did the paperwork on the vehicle. I was notified the last week in January that the bank had kicked the paperwork back stating that my wife would have to cosign to justify why there was an open car loan my credit. I cosigned with my wife in May 2022 to get her vehicle so it clearly shows on the credit report that it is a joint account. When my wife called stating that she wouldn't cosign they stated I needed to take the car back, I was assuming that they would not take my down payment out of my account. They took the down payment out of my checking account on February 3, 2023 and when my wife called them they told her when the car was returned they would put the money back in my account. When I took the vehicle back they stated they would only give me half of it back because they had to charge a restocking fee. I received a letter from them dated January 29th stating the loan had been denied. They took the money out of my account after the fact of knowing the loan was never approved and refuse to give it all back, but they told my wife they would give me the full $1000.00 back.

  

  Business Response

  Date: 02/23/2023

  This is in response to Mr. ***'s complaint about down payment reimbursement...
  1) Mr. *** on January 19th started the process of purchasing a vehicle from Matthews Motors Goldsboro. During this process Mr. *** was asked if he was on any other loans and he answered "no"...at this time Mr. *** signed a Promissory note for $1000.00 to be drafted from his account on February 2nd. Prior to withdrawing the promissory note, Ms. ***** who is our Finance Manager in Goldsboro, called and spoke with Mr. *** to inform him he was denied the loan because he was indeed a co-signer for his wife. He stated that this was ok that when he returned from New York he would bring in his wife in to co-sign for him. 
  2) February 3rd Mr. *** brought the vehicle back and stated that his wife would not co-sign for him so he was returning the vehicle. During the 14 days Mr. ***'s was in Matthews Motors vehicle, he had put over 1800 miles on our vehicle which reduced the price significantly. On the 3rd, Ms. ***** informed Mr. ***'s that due to the length of time, miles driven and maintenance, he would only be charged a $500.00 restocking fee. Mr. ***'s agreed and Matthews Motors cut Mr. ***s a $500.00 dollar check. 
  3) With this said, we at Matthews Motors feel we have conducted ourselves in good faith and have attached documents outlining this situation. Please feel free to contact me with any further concerns.

  
  ***** *****, Operations Director
  Matthews Motors, Clayton, Goldsboro and Wilmington
  ************ **** ***

  Customer Answer

  Date: 02/24/2023

   
  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.
  
  Sincerely,
  ****** 
  ***

• Initial Complaint

  Date:10/13/2022

  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 purchased a 2016 Infiniti Q50 Red Sport from Matthews Motors of Wilmington, NC on May 24th 2022. Within the first day of having the vehicle the engine blew up. They came and picked up the car on May 27th 2022. They would not buy the vehicle back at that time saying it is under warranty and to let them fix it. I told them No I wanted my money back because it was a lemon. They wouldn't allow me to get my money back. I have been paying on a vehicle for 3-4 months now without the vehicle being in my possession. They are being very unprofessional about the whole situation not returning my calls, saying no one there can help me. I am very irate about the whole situation... I want my $2,000 down payment back including all three of my monthly payments of $545 and the loan out of my name!! Please help me....

  

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 8, 2022/10/24) */ I have spoken with Mr. ****** and we have come to a solution to his complaint. It is true the engine locked up on Mr. ******. With that said he bought this vehicle with 101 thousand miles on it that was an "As is vehicle" except to Mr. ******'s credit purchased a Platinum warrant which in deed covers his engine. The vehicle Mr. ****** purchase has a very rare engine in it and is absolutely on back order from the manufacture. We now have found an engine and will have this resolved quickly. Also we at Matthews Motors have agreed to make two payments for Mr. ******. He has agreed with this solution so we at Matthews Motors consider this complaint resolved. If you have any other questions, please feel free to contact me at Matthews Motors, ********

• Initial Complaint

  Date:08/31/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  01/31/2022 purchased a 2019 ****** *****, had the car for only seven months and the transfer case and everything that makes the car drive is not working properly. I took the car to a ****** dealer and it's almost $6,000 worth of damage on a $27,000 car, I believe they knew the car was damaged when they sold it to me,

  

  Business Response

  Date: 09/01/2022

  I have reviewed Ms. ****'s BBB complaint and have tried calling her to discuss this without any success as of yet. (1) Ms. ****'s date of purchase was 01/03/2022 for a 2019 ****** ***** which came with Matthews Motors Limited Lifetime Powertrain warranty. "Limited" means that all internally lubricated components of the powertrain are covered as long as all maintenance have been done according to the manufacturers guidelines. (2) Ms. **** stated that she took her vehicle to a ****** dealer and was quoted $6,000.00 worth of damage. I would like to see this quote to see if there is anything covered under her drivetrain warranty which is given to our customers at absolutely no charge them. Also, Ms. **** also declined to purchase an extended warranty which covers the vehicle from bumper to bumper except for normal wear and tear items. (3) In closing our records at Matthews Motors, as far as I can see, has never serviced her car with Matthews Motors and I haven't found any records of her calling about this situation. I will continue to try to contact Ms. **** and hopefully resolve her issues.

  J. *****, AGM Matthews Motors Inc. 919-437-0753 ext. 206

   

  

  Business Response

  Date: 09/09/2022

  Ms. **** and I have spoken about her 2019 ****** *****. After speaking with the warranty company, they have agreed to take care of Ms. ****'s situation with her *****. Ms. **** has also agreed to retract her BBB complaint for now she understands that these unusual circumstances take a little time to collect all necessary documents to be able to approve a claim. We at Matthews Motors always strive to fight for our clients to achieve the results that stratifies our clients and protects Matthews Motors relationship with all warranty companies.

  *. *****, Ops Director, Mathews Motors Inc.

  Customer Answer

  Date: 09/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have spoken with Mr. ***** on 09/09/2022 and he stated that he has gotten my claim approved and the warranty company will pay for the services to fix my 2019 ****** *****. Thank you very much your cooperation. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:07/21/2022

  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.

  Talked with *****. Spoke on phone 2 times, emailed and texted several times. He had me drive an hour and a half to get my vehicle evaluated to trade. He told me the truck that I wanted was being inspected earlier. Told me when I was about to leave home that it was being detailed. After driving a hour and a half I find out it’s damaged and being repaired. When I get here a different person tells me about the damage to the grill and door after showing me a car fax and tells me that there’s no damage. He says he does t know why ***** didn’t tell me about damages. Very deceptive. They brought the truck to me after repairs. Their body shop painted the hood while it was on the truck. Didn’t tape fenders which now have overspray. They did all of the repairs, primer, paint and clear the same day. They pulled the tape off while it was wet and pulled it across the front which caused scratches across half of the front. Paint on hood has trash in it. Beware of the gray 2019 Ranger vin *****************. As of now refusing to make their work right. Refused to repair the damages that their body shop created until I filed a BBB complaint. Their ad also states that it is remote start. I mentioned that to them and they said it wasn’t remote start and they wouldn’t make good on that either. He said they had a clause on their website covering them in case wrong information was put on there. They ended up repainting the hood but didn’t replace it. It is still out of shape. Their body shop didn’t replace brackets that were broken but zip tied the grill instead to hold it on the truck. I sent pictures to *****. He told he would get back with me. He didn’t and the zip tie broke and this led to the grill breaking also. Contacted him. He didn’t have time at the moment. I’ll just let others see the complaint and warn others.

  

  Business Response

  Date: 08/07/2022

  We at Matthews Motors have gone up and beyond to satisfy Mr. *****'s  complaints. The only thing left on his list of this used vehicle was the small part that attached to the grill on the front of his vehicle. He sent me a pic of it and then I asked him to come by when ever he is free and I would order it. He has not done this so far but we at Matthews Motors still extend him that offer again. All other complaints have been addressed and this vehicle never had remote start that  was installed from the factory and Mr. ***** has seen the window sticker of this vehicle...

  With regards,

  ***** *****, Ops Director, Matthews Motors

  Customer Answer

  Date: 08/08/2022

  
  Complaint: ********
  
  I am rejecting this response because:  as ***** knows I live over an hour away and can’t drive over again and again for the same issue. They didn’t replace the hood. They repainted it but the gaps were still bad. Nothing was done about that.  After getting it back I saw the bracket was broken and his body shop had zip tied the grill instead of replacing the bracket.  I notified him. He told me he would get back with me. He didn’t.  When the zip tie broke it caused my grill to break.  I notified him then and of course he wanted me to drive back again to them.  He’d then order parts and I’d have to then come back again. I’d had enough so I ordered everything and had it repaired so I’d know it was right. I’d appreciate it if he paid for the grill at least since their repair was a zip tie and he never got back with me the first time. 
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 08/22/2022

  This is my third time responding to Mr. *****'s situation with his  As I stated, we addressed all the issue's except the tie down issue. I did ask Mr. ***** to come by so I could address this issue. We had a Third party do the body work so the missing part very well may be missing. I *ust wanted Mr. ***** to come by "at his convenience, with all gas covered" so I could absolutely order the right part to put an end to this most unfortunate situation.  I left Mr. ***** a text Friday morning at 8:42 to discuss options with no response .Our mission here at Matthews Motors has and always will be customer satisfaction. I will leave Mr. ***** another text this morning at 9:10am, Monday the 22nd. 

  *. *****, Ops Director, Matthews Motors Inc. ************ **** ***