Complaints

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

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  Matthews Auto Group, Inc.

  3721 Vestal Rd Vestal, NY 13850-2228

• 

  Matthews Auto Group, Inc.

  3013 Old Vestal Rd Vestal, NY 13850-2011

• 

  Matthews Auto Group, Inc.

  3733 Vestal Rd Vestal, NY 13850-2228

• 

  Matthews Auto Group, Inc.

  3733 Old Vestal Rd Vestal, NY 13850

• 

  Matthews Auto Group, Inc.

  2100 Vestal Pkwy E Vestal, NY 13850-1945

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:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from Matthews Kia of Schenectady on 15 November 2024. During the initial lookover of the vehicle, damages were noted to Matthews Kia. Matthews Kia allegedly "fixed" the damages, but it was found that these damages were not remedied, and there were other, more significant damages to the vehicle. Several attempts were made to fix the vehicle, with no resolve. I have lost a significant amount of money and time through Matthews Kia. I am looking for reimbursement for the damages.

  Business Response

  Date: 03/18/2025

  We not only fixed that vehicle but we put her in a new car loosing thousands of dollars to get her to her same payment, she left here very happy and we will not be able to do anything thing else. Also she was in a loaner vehicle when her car was being repaired so at no time was she without a vehicle.  Michael C******* Market General Manager

  Customer Answer

  Date: 03/24/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  The original documentation shows that the claims made in response to my BBB complaint by Mr. C******* are false. Mr. C******* stated that the vehicle was repaired, that they have lost thousands of dollars by keeping my same car payment, and that I had a loaner vehicle during the time in which my vehicle was in service. Per the paperwork originally submitted and the paperwork reattached here, none of these statements are true. The original vehicle was financed for 5 years at a rate of 4.99% with a $7,000 down-payment, resulting in a monthly car payment of $384.26. The vehicle that was purchased after was financed for 6 years with a rate of 3.99% with a "down-payment" of $405.88, resulting in a monthly car payment of $435.21. My financed amount increased due to the loss of my down payment, extending my car payments an extra year, and at higher amount. Please refer to the re-attached documents.  I did not have a loaner vehicle during all times in which my vehicle was being worked on. From 12 December 2024 to 10 January 2025, I was without a vehicle with no loaner being offered, again without a vehicle from 11 January 2025 to 14 January 2025. A loaner vehicle was only provided from 23 January 2025 to 4 February 2025. I was not offered a loaner during this time either. I had to call Matthews Kia and request one. In doing so, I was informed by a Matthews employee that the employee responsible for loaner vehicles was unavailable, and they were unsure of when exactly they would return. I then had to email Mr. C******* and his service manager to figure out how to obtain a loaner vehicle.  Finally, Mr. C******* stated that the vehicle was repaired. The vehicle was returned to Mr. C******* with the same issues that Matthews Kia repeatedly failed to repair. The vehicle was still leaking coolant, after several attempts had been made to fix it. These attempts were unsuccessful, and no solution was found.  I have re-attached all the relevant documents for your review. Thank you,  Regards,  ******* *****

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The check engine light came as well as the low oil pressure light. I took it to be serviced at the ****** dealership on 1/6/25, paid for a diagnostic, and was requested to get an oil change. I paid for the oil change only to return the vehicle back to the dealership with the same light and issue indicators on. After a technician taking a further look they informed me that the motor was damaged. I see this to be a misdiagnosis and I would like to be reimbursed. Thank you.

  Business Response

  Date: 03/19/2025

  THE CLIENT CAME IN ON 1/6/25  MILES 59511 IN FOR A LOW OIL LIGHT AND A CHECK ENGINE LIGHT.  WE PERFORMED A SCAN AND FOUND FAULTS FOR LOW OIL, CHECK THE OIL LEVEL AND WAS LOW. WE ADVISED THE CLIENT THAT WE NEED TO START BY PERFORMING AN OIL CHANGE TO START, CLEAR THE CODES, AND TEST DRIVE.  THE CUSTOMER OK'D THE WORK AND AFTER THE TEST DRIVE NO LIGHT DETECTED AND NO FAULTS IN SYSTEM.  WE THEN SENT THE VEHICLE BACK TO THE CUSTOMER.  THE CLIENT CAME BACK IN ON 02/05/25 WITH 61026 MILES  WITH CHECK ENGINE LIGHT ON AND LOW OIL LIGHT. ADVISED CUSTOMER OIL LEVEL WAS OK BUT WE WOULD HAVE TO PERFORM FURTHER DIAGNOSTIC TESTING. THE CLIENT DECLINED AT THIS TIME.   THE CLIENT NEVER PICKED UP HER CAR AND CALLED BACK AND LET US KNOW THAT SHE HAS AN EXTENDED WARRANTY AND WOULD LIKE US TO SEE IF THIS IS COVERED.  WE CALLED THE EXTENDED WARRANTY AND THEY STATED THIS WOULD BE ELIGIBLE FOR COVERAGE AS LONG AS SHE HAD OIL CHANGE RECEIPTS SINCE SHE OWNED THE VEHICLE.  SHE WOULD NEED THREE TO QUALIFY AND SHE ONLY HAD THE ONE WE PERFORMED .   WE ADVISED THE CLIENT THAT WE DO NOT RECOMMEND THE TEAR DOWN BECAUSE SHE WOULD NOT BE COVERED AND THAT SHE WOULD BE RESPONSIBLE FOR THE TEAR DOWN.  SHE SAID TO GO AHEAD WITH THE FURTHER DIAGNOSIS.  THEN ONCE WE DIAGNOSED AND OIL SLUDGE WAS THE FAILURE BECAUSE OF LACK OF MAINTENANCE, SHE HAD THE VEHICLE REPOED AND THE BANK PICKED UP HER VEHICLE.  WE ARE NOT RESPONSIBLE FOR THE LACK OF MAINTENANCE AND FAILURE ON THIS CAR. THIS WAS EVEN STATED IN THE INITIAL PAPERWORK TO START.   

• Initial Complaint

  Date:02/20/2025

  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 recently visited Matthews Kia of Vestal having received a trade-in valuation through their website’s “Value My Trade-In” tool. The online tool provided a non-binding quote of $28,525 for my vehicle based on the following conditions: No accidents, Clean title, No body damage, No interior issues, No major modifications, Clean tires. I visited the dealership expecting a fair inspection to confirm the valuation. However, upon arrival, I was offered a significantly lower trade-in value of $25,200. The dealership justified the lower price by stating: 1. The website is not fully accurate, and they still need to conduct their own inspection. 2. The trade-in tool does not factor in current market conditions, which change monthly. Despite this explanation, the physical inspection of my car did not reveal any issues that would warrant such a large reduction in trade-in value. While I understand that online valuations are non-binding, the website made no mention that the offer was subject to market conditions—only that uploading photos could result in an updated price. This practice appears deceptive, as it lures customers in with an inflated trade-in value, only for them to be presented with a significantly lower offer upon arrival. This kind of bait-and-switch tactic wastes consumers’ time and misleads them into thinking they are getting a better deal than what is actually being offered. I am requesting that Matthews Kia of Vestal either: 1. Honor the original online valuation of $28,525, or 2. Clarify their online tool by explicitly stating that prices may vary based on market conditions and are subject to in-person appraisal so that consumers can make informed decisions before visiting the dealership. Desired Outcome: 1. Honor the original trade-in value of $28,525 2. Update the website to accurately reflect how pricing is determined Acknowledge and address the misleading nature of the trade-in tool

  Business Response

  Date: 03/19/2025

  At Matthews Auto, our Trade Evaluation Widget (Value My Trade-In) is intended as a Customer-Facing tool, to provide an Estimated Appraisal for the valuation of their vehicle.  The reason it is an "Estimate", is because we cannot provide a written offer to purchase until our Trained Vehicle Appraisers physically inspect the vehicle in person.   This final valuation determination is based on several factors including but not limited to: the vehicle's overall condition, the color of the vehicle, vehicle modifications, the history of the vehicle (******), and Market demand/research... Our Appraisers research the current market by comparing the vehicle to similar models, and how they are performing in the specified market.    The offer we presented to the Customer online, and as stated on our website - to which the Customer acknowledges... Is an estimate. "I understand that I am under no obligation to sell my vehicle to the dealer identified on this web site ("Dealer") at any price, and the trade-in value estimate is a non-binding valuation only." Matthews Auto has been in business in the Southern Tier since 1973, we have built our business on Customer Relationships, not on deceptive tactics.  While we understand the Customer's concern, they did go forward with the Purchase of a New Vehicle from this location and ultimately agreed to the appraised value of their trade-in, while understanding that they were "under no obligation to sell their vehicle" to Matthews. Best Regards, Michael * ******* General Manager Matthews Import Center

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This all occurred between 1-29-25 & 1-31-25. VIN# *****************Stock# ****** I put down a deposit, signed a purchase agreement, insured the vehicle, took out a bank loan, provided all registration, insurance, license and other personal information and then was told the car was sold to someone else. I was then contacted by Heather T*** (************) from the sales team and rudely offered an older model for the same price. I found the same year vehicle in their inventory with the same options (8,326 miles less) and asked them for a specific performance remedy of selling me that vehicle for the same price and was told they were unwilling but provided me a lower tier model. Please do not allow this fraud to go unpunished.  

  Customer Answer

  Date: 02/21/2025

  At this point I have tried to work with the company to find a suitable outcome however the General Manager, Michael C*******, would not work with me other than admitting that a "mistake" (Breach of Contract under Uniform Commercial Code and Bait and Switch Fraud under New York General Business Law Section 349 'Deceptive acts and practices unlawful') was committed by Matthews Auto agents.  He continued his profit seeking approach and attempted to sell me more expensive vehicles. I am not interested in purchasing a vehicle from Matthews as I have lost trust in the organization.  What I am seeking is a complimentary ****** Protection Plan on a CPO ******* purchased elsewhere (so that I can have the vehicle serviced elsewhere as well).   

  Business Response

  Date: 03/18/2025

  Please see all attached documents, not only did we admit our mistake but we gave him numerous options to make it right which he refused. Please close this case. Michael C******* Market General Manager

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I orginally reached out regarding my 2010 ****** ******. It needed inspection but before I even did that I called and spoke to a service technician at Matthew's ******. Explained the car was older and I was not sure I should even invest any money into it. I spent 10 minutes on the phone and it was decided that I would use their service where you would pay them to look at the car as if you were talking a used car you were considering purchasing into them. Based on their advice I did this and then proceeded to go ahead with the inspection process. I spent an additional $2,300 on brakes with Matthew's... car gets inspected ... Had brakes, calipers etc replaced on 7/15 $2,342.54. 8/21/24 car wouldn't start and was towed to a local service station. Sparkplugs replaced $774.78 9/18/24 car stalled out again - towed to local service station. Starter $161.94 - the owner only charged me for parts not labor because he felt bad for me. 10/29 car impossible to steer - towed to local service station. Rack and Pinion steering shot. $1,298.04 11/26/24 car won't start again - towed to Matthew's ******.... at this point they look at the car and inform me that its the head gasket. I really feel that if they had been honest with me back in June I would not be out $5,000 - still need a new car - not have been breaking down every few weeks. I could have shifted that money to a new used car.

  Business Response

  Date: 01/30/2025

    We did not sell this car to the customer; they bought it elsewhere and brought it to Matthews ****** for a mechanical evaluation in July of 2024 by the complainant's daughter.  After evaluating the car and discussing the findings with the complainant it was agreed upon to take care of the NYSI requirements which included a complete overhaul of the brakes - pads, rotors and calipers, as they were all seized.  In addition, the car needed an air flow sensor to clear a check engine light, and multiple indicator bulbs replaced.  Otherwise, it appeared to be in proper running order for a 14-year-old car with 141,000 miles on it.  There was no obvious indication that the electrical system or steering system was a pending failure.  That said, there is always that risk, and any multitude of other possibilities of failure for any 14-year-old car with 141,000 miles.  Matthews, in good faith, evaluated the car and hoped, as the complainant did, that the car would serve them well moving forward. Five months later, in December 2024 , the car was towed to us for a non-start issue.  It was only at that point that the complainant informed us of the additional issues they had had with the car.  Unfortunately, the no-start condition was due to a blown head gasket, an expensive repair that would exceed the value of the car.  We attempted to find a replacement vehicle for them from our inventory, but the complainant would only consider a transaction if we refunded the $2,342.54 she paid for the repairs from 5 months prior.  The repair work performed by Matthews ****** was done so professionally and in good faith.  None of the repairs we performed failed in the following 5 months and her request for a refund was refused by General Manager Matt Parsons.

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought out my lease on my 2021 *** ******** from Matthews Kia in Schenectady. A few weeks later my transmission went, I brought it to *********** *** to be fixed because Matthews said they wouldn't be able to get me in for weeks. My car was at *********** *** from May to August. Now on October 30th a few months later my cars engine overheating light came on. I had it towed to Matthews Kia where I purchased the car. They said it was the radiator and thermostat and it would not be covered by warranty. I reached out to *** ********* to see if they could help me with their goodwill assistance program. All they needed from Matthews was the work order so they could put the cost on my application. They called and emailed them numerous times over 2 weeks and nobody responded, they spoke to someone once at Matthews and they told them my car wasn't there which was false and delaying the process even further. It is now December 12, I still do not have my car. Every time you call they can't tell you if your car is being worked on and then they said someone will call back and then nobody does. I'm a working mom of four and we have only had my husbands truck which can't even hold us all for this extended period of time. Matthews has terrible communication and I'm beyond frustrated with them.

  Business Response

  Date: 01/07/2025

  Please see attached  Michael C*******Market General Manager

  Customer Answer

  Date: 01/08/2025

  I got an email saying the Company responded.  The companies response was please see attached and there is nothing attached.  I can't respond to it if they didn't even say anything. 

  Business Response

  Date: 02/05/2025

  Customer ***** ********-2021 *** ********.  Customer came in 10/31/24 miles: 87097 with concern that the vehicle was overheating and leaking coolant.  Tech found radiator and integrated thermostat leaking coolant.  Advised customer that both would need to be replaced to start, possible there is more damage due to customer driving vehicle overheating.  Tech replaced leaking radiator and integrated thermostat at customer request.  Tech pressure tested and road tested vehicle 11 miles.  No leaks detected at that time and vehicle operated as designed.  Vehicle is out of manufacturer's warranty (5 yrs. or 60,000 miles) whichever comes first.  Customer paid invoice and took vehicle.  

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my 2015 *** to Matthew Kia in March of 2024 for a recall item and ask it I could have my 4 wheel drive diagnosed and a quote for the work done. 177.07 it was diagnosed. I bought the car back at the end of Sept to have my 4 wheel drive fixed and paid 1699.84 thinking my 4 wheel drive was fixed and when we got the first snow storm I went to use it and I could not use it at. I had to be towed up my driveway. So I called first thing Monday and they scheduled me for Dec. 11, 2024. They said the transfer case was stripped out. How does that happen if you have it fixed and go to use it once and it don't even work. Well they refused to to anything to make it right. I cannot believe I paid 1699.00 for nothing plus the diagnose fees. So I picked up my car and still no 4 wheel drive. I tried to to do to thing the right way and I always seem to get screwed.

  Business Response

  Date: 01/07/2025

  Please see attached information regarding **** ******.   Customer **** ******- 2015 *** ******* Customer came in 9/25/24 miles: 116233 with concern that the 4 wheel drive was not working.  Tech found code for rear wheel coupler/actuator shorted internally.  Tech replaced the coupler and tested 4 wheel drive operation while vehicle was on the lift.  4 wheel drive was operating as designed.  Tech cleared code and road tested vehicle.  Customer came back to our dealership on 12/11/24 miles: 118441 and stated the 4 wheel drive was not working.  Tech found transfer case stripped internally, advised replacement of transfer case.  Customer declined repairs.    Michael C*******   Market General Manager 

  Customer Answer

  Date: 01/08/2025

  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  
  Regards, 
  
  **** ******
  
  
  
  
  

• Initial Complaint

  Date:12/09/2024

  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.

  I bought a new car from them and they automatically added their rewards program to the bill. It says I can cancel within 5 years, and I called them right away. I've called them 7 times over 5 months, and they keep saying they are refunding me, but they never do.

  Business Response

  Date: 12/30/2024

  The money was refunded to the finance company, see attached check 

  Customer Answer

  Date: 12/30/2024

  I paid off my car in full back in July, and asked matthews for a refund back then. Their check is dated December, only after I filed a complaint. Due to their negligence, my refund is delayed by 5 months. They should be ashamed of themselves!  ******* ****

• Initial Complaint

  Date:09/10/2024

  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.

  While I was visiting my mom in Florida, my wife and best friend dropped off our car for service on Sunday August 25, 2023. When I picked up the vehicle the windshield was cracked from top to bottom. I informed the service department that the windshield was not cracked when it was dropped off. I was then informed the ******* technician noted that it was broken when they went to service the vehicle. I asked them to check their cameras since my wife parked in the very front of the dealership with vehicle facing the dealership. They told me to just file a claim with my insurance and that they didn't have time to check the cameras. I told them that if my car didn't already have mechanical issues with the transmission that I would have left it at the facility until it was repaired. I trusted them with my vehicle and they simply passed on one of their mistakes with no apology or accountability. The dealer should pay me the cost to repair the windshield, $595.26, since my insurance will not cover it.

  Business Response

  Date: 09/25/2024

  On August 26th 2024 **** ******** vehicle was pulled into the service department and checked over for a New York state inspection. The technician noted that the vehicle failed the safety portion of the inspection due to a crack in the windshield among a multitude of other safety related issues. **** was notified of the failure via phone the same day. He requested we complete the campaign on the vehicle that we informed him about.  When he came to pick the vehicle up, several days later, he requested we check the cameras since friends of his had dropped the car off on a Sunday when the facility was not open. The cameras were check and there was no occurrence where there was any outside influence on the vehicle while it was parked at the facility. The windshield has to much glare on it in the videos to determine if there is a crack in it or not.   

  Customer Answer

  Date: 09/25/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Since the dealership brushed off taking responsibility and denied my request to view the video footage with them when I picked up my car, along with my second request to review video footage in the filing of my complaint with the BBB, I do not believe the dealership is being honest.  My appointment was scheduled for Tuesday, and the dealership authorized the drop off on the Sunday before.  This is a fact, as I called the dealer to see if I could drop the vehicle off on Friday, which they said no, the earliest would be Sunday.  Just follow the directions to leave the car. Someone at the dealership knows the truth and that they're responsible.  For certain, I know my wife has integrity and would have informed me, and the dealer, if the front windshield was broken when she dropped off the car. Being that the vehicle was parked in front of and facing the dealership from Sunday afternoon until the dealer worked on the vehicle the upcoming Tuesday, that's quite a bit of video footage to review that most certainly doesn't all cast a glare on the windshield.  Regards,  **** ********

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transacted June 25, 2024. Problems: 1) We never discussed me purchasing Extended Warranty ($3999). It was part of the paperwork. Had we discussed it, I would have refused it. Cancel and refund. 2) Salesman misled me by claiming in addition to the $7500 Federal Tax Credit for EV purchase, I would be receiving an additional $7500 Manufacturer discount-- total $15000-- when in fact my Federal Tax Credit was merely transferred to Matthews. FRAUD. 3) They never asked if I would be using my old license plate. Instead they purchased a new plate for me that I do not want. To this day they have yet to comply with my request to transfer my old plate to my new car, a function that must be included under additional charges on the pink slip. Refund the cost of the plate, plus the additional year registration for my defunct car that I lost the opportunity to have ******* refund due to their negligence.

  Business Response

  Date: 09/26/2024

  There were discussions about additional warranty coverage with Mr. ******, as there are with every customer.  Attached; page 1 shows where he signed off on the disclosure of the product(s) he desired.  Page 3 shows where he signed on the **** contract specifically for the service contract.  That being said, canceling the contract is not a problem.  The refund would be distributed to the lien holder (****) unless the loan is paid-in-full, then it would be refunded directly to Mr. ******.  I would require an email from Mr. ****** requesting the cancellation along with the current mileage on the **** to cancel the contract. Page 2 shows the exact DMV fees associated with his deal, highlighting any applicable fees.  It clearly states that New Plates were going to be issued.  At no point during his transaction was an existing/personalized license plate discussed.  It was not until he received his plate from PA DMV that his existing plate was brought to our attention.  Unfortunately at that point we could not intervene on his behalf, any changes would have to be handled between Mr. ****** and the PA DMV directly. The $175 Documentation Fee associated with his deal is charged to every customer.  Unlike many other states, where Documentation Fees can be several hundred dollars, NYS law does not allow a Dealer to charge more than $175 for services rendered.  We did, in fact, handle the title, DMV and taxes on his behalf. Mr. ****** came in to pay cash for the ****, at which time WE INFORMED HIM of the availability of a $7,500 rebate if he financed a portion of the car with ****.  We are not, and don't claim to be tax accountants, whether or not he would qualify for a tax-credit is beyond the scope of our knowledge. and we advise anyone to check with their accountant.  The fact is, we saved him $7,500 immediately on the purchase of the car. 

  Customer Answer

  Date: 09/28/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and dependent upon their cancelation of the service contract and refunding the payment thereof, find that this resolution is satisfactory to me.   Regards,  ******* *** ***

  Business Response

  Date: 10/23/2024

  BBB spoke to the owner of the company and the following was relayed:  If there is a leinholder, which in this case there is- ****- then the refund would need to be released directly to them.  Have we received an email from this customer, as requested and required, with a request for cancellation and the current mileage on the ****?  If not, please ask the customer to send that email to us and in the meantime I will personally look into it further to see if we have already received this email.  Thank you.

  Customer Answer

  Date: 10/23/2024

  I was not able to review the response made by the business in reference to complaint ID ********, as it would not download for some reason, but I received a refund check for the unwanted Service Contract on Monday.  Assuming it doesn't bounce, I look forward to having nothing further to with such an incompetent and corrupt dealership.  Regards,  ******* *** ***