ComplaintsforMatthews Auto

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 17th, I called Matthew's to report my check engine light was flashing and that my car was not accelerating properly. They gave me an appointment for Tuesday, 8/22/23, but said I could drop it off earlier. I dropped it off on Saturday, 8/19/23, and spoke with the service person at the desk. He said they were short, he would check my car and it was most likely covered under warranty, and that I would need to pay for the labor fee of $150.00. I requested a loaner since I am employed full time and need to get to and from work, as well as doctor's appointments, etc. He informed me that he had 10 loaners and non available because he had 20 cars with my same problem. To date I am still without my car (2017 ******* ******). I called Matthews this morning and was told, the engine has been ordered and has arrived, but he does not know how much longer it will be because they are short staffed, and there is still no loaner available. He suggested I rent a car on my own, and request reimbursement from *******. I don't think this is fair treatment, it is very poor customer service. Being without my vehicle for at least 3 weeks (because it is still in the shop with no engine). They should have at least given me a loaner. I appreciate your help with this matter.

  Business response

  09/06/2023

    We have a lot of engines and a limited amount of loaners, however I will reach out to her today and get her in a loaner that we just got back can you please close the case. Thank you.   Michael C******* General Manager

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2020 I purchased a 2016 ******* ****** from Matthew ******* I gave them a check for ten thousand. And finance the rest is 18,000 so what happened within a year things were going wrong I brought it in four times to them they said it would break so they fix the brakes if they were trying to charge me then I leave with that car and a week later something was going out with the engine I could not move the car would not go for 30 I called them they told me to bring it in so l did , they told me that the engine was going on it I was upset they said no worries I said look I just bought this vehicle not even a year ago you guys sold me unsafe vehicle no worries we’re going to get a new engine will fix it down that’s no worries five months later at that point I’m communicating with them I asked him what’s going on how long does it take they said they’re waiting on a part to come in to put my engine in a month goes by they tell me have to come in to renew the loaner so I did . that was June 30 so I asked him what was going on with my vehicle and they said that they were working on it said it was going on in my vehicle they said will get a hold of you .Then I’m at ******* ****** ***** right bank the general manager gets out of car screaming at me and tells me to get my stuff out of the car that he wants the car right now I was afraid he was going to physically harm me the police were called the police that this was a mistake to bring the rental or loaner back the next day I did and I said where is my vehicle what am I supposed to do am I supposed to give it to a different one they said we are not dealing with you take your vehicle you’re broken wanna get out I still owe on this car at this point I do have it recorded I kept in contact with them so the police officer said do you have the rental agreement I showed it to him and he said bring the car tomorrow is it gonna talk with him apparently it was a mistake the manager has no right to do that so I brought the vehicle back the next day they looked at me said nope we’re not gonna give you anything take your broken vehicle and leave the engine light still on it’s your faI still have the loaner they called me to bring it down to get it renewed I brought it to bring to get it renewed at that point looked at my vehicle told my mom to look at it I looked in it glass all over the place they trashed my vehicle

  Business response

  08/22/2023

  Good Morning ******,Matthews ******* of Syracuse has received the complaint and we are working on researching the details. We should be able to provide a full response by end of the business day 8/23/23. If we will be delayed in doing so, we will update you in here in the BBB Portal. Regards, Rob M********* - Operations Manager - Matthews Auto 

  Business response

  09/05/2023

  .Ms. ******** did purchase a 2016 ******* ****** from Matthews ******* 12/13/2021 at that time the vehicle had 42,413 miles on it. She proceeded to drive the vehicle 21835 miles and at the time she brought the vehicle in for a N.Y.S.I ON 01/13/2023 (over one year later) THE VEHICLE HAD 64248 Miles on it. At this time Ms. ********** vehicle needed brake work to the dollar value of approximately $620.00 and the brake light was out. She felt Matthews should be paying for her maintenance on her vehicle going forward because simply in her words “she bought it here” I explained to her as well as our service writer and manager at the time that it is not Matthews responsibility to maintenance her car, it is her responsibility as a vehicle owner. After Ms.******** started that to create some noise on our showroom and gave us an unwarranted ****** review I gave in on a one time offer a paid for her brake work to make her happy and explaining the future expenses of vehicle and that was if it is not covered under a manufacture recall or warranty that is her obligation financially not Matthews *******.  Ms. ******** then came back to the dealership on January 26th 2023 with a concern of engine noise. Please see the factory communication denying the warranty of her engine. We provided everything the factory requested and then we went back again on her behalf, they declined it again, so we again tried to get some "good will contribution" on ******* ***** ******* part and they declined that. this was a very long process over 7 months and during that we time we gave Ms. ******** AT NO COST a service loaner to drive. This work that needs to be done is not the responsibility of Matthews ******* of Syracuse it is on The owner Ms. ********.

  Customer response

  09/06/2023

  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

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 7th 2020 two, check engine light flashing head vehicle toad to. Matthew's *** had to replace engine. When I got vehicle back, there were 11 punch marks in the hood of vehicle and my air conditioning didn't work. Faye refilled the a c, but it's still not working. No one cares about my complaint. Never had this problem with fusillo.

  Business response

  08/22/2023

  Good Morning ****,We have had an opportunity to research your concerns and I'll start with the air conditioning first. On your last visit in May we did a complimentary evacuation and recharge of your AC and inserted a dye. This dye would indicate where a leak may be. At that time you would have been advised to bring it back if there is an issue so we can see where the dye came out. Please call the Service Manager, Joe K************, at ************ to arrange to bring it in. As for the dents in the hood, there are no notes on any of our paperwork or in our system that shows a complaint of your hood being dented. Even in your subsequent visits there were none to be found. The Service Manager spoke with the Service Advisors and with other team members and no one has any recollection. Do you happen to remember the name of the individual you spoke with regarding this? Regards, Rob M********* - Operations Manager - Matthews Auto 

  Customer response

  08/25/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Informed service advisor of the problem with hood and also the girl that answers the phone when the service provider cannot be found. also not mentioned in the complaint,  was my alignment was way off after the engine replacement, and they informed me that alignment would not be effected. It would have nothing to do with the engine placement. I paid to have an alignment as my steering wheel was 2 and a 1/2 inches turned to the left, and was pulling to the right side while driving when Igot vehicle back after sitting in your lot waiting for engine for two months. I have receipt. As of this note, I have 80,030 miles on vehicle. It basically sits in my driveway as I am retired. I had informed the girl ( after advisor wouldn't return my calls) that I needed a new advisor. I never got a new advisor.   Regards,  **** *******

• Initial Complaint

  06/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a vehicle in September 2022 took it back to he dealership in January to have it check for engine issue and something else and was advised nothing was wrong with the engine. Om May 30th my engine went. Only had this car for 8 months. I also purchased and extended warranty protection which covers loaner vehicles. Was advised no loaner vehicles were available for 2 weeks. Called them again and was advised that I could get rental and they would reimburse me. Called today 6-5 and was advised that I could not get a loaner vehicle because I am under the age of 25. It does not say that under my paperwork. I am not paying for a rental when I have the protection coverage. My friend has a car in the ******** dealership gave her a loaner and she is under 25. I want the dealership to take the vehicle back because it was sold to me under false pretense. I have all my paperwork and it says nothing of such on it. Dylan R*** was the one that advised me about being under 25.

  Customer response

  06/16/2023

  My resolution is can they set me up a rental with their account or give me a loaner no where on my extended warranty or any paper I have from the says anything about 25& up . 

  Business response

  06/20/2023

  We have already contacted her and advised her we would be more than happy to trade her out of the vehicle and do the best for her, unfortunately we cannot just take a car back.   Michael C******* Market General Manager 

  Customer response

  06/20/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.      Regards,  ***** ******** Yes so what can we do about a trade as far the car ? They didn’t try to work with me about a trade or anything can we continue and proceed with the trade what’s my options 

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from this location. I was told by the salesperson that with the purchase it included free unlimited oil changes for the first Three years of ownership. I purchased my car in June of 2021. When I went to have them take a video for the recall along with an inspection I also had told them that it was due for an oil change. I watch the mileage on the stickers and when I’m near the mileage I will call to have the oil change done. Well I was told I would have to pay for this one. They said that I had one too soon the last time asking why they didn’t tell me that he didn’t know. Even though he discounted the oil change he still recommended that it needed to be done. I let him know I would be lodging a complaint that is when he decided to discount it but I shouldn’t have been charged at all. I feel like I was lied to and someone is being dishonest in my opinion. I was told unlimited if this isn’t true then they shouldn’t be saying it. I was also told that Mattews was cracking down on how many free oil changes were being given sounds like things changed after my purchase. I appreciate that he tried to help but I really shouldn’t have been charged in the first place. I feel like they should refund me the cost (25.00) plus the tax totaling 27.00.

  Business response

  06/12/2023

  We would be glad to reimburse the customer in full of $27.00. ********* free maintenance program is for every 7500 miles and unfortunately sometimes can not be applicable. That being said I will gladly reach out to the customer and explain the miscommunication.

  Customer response

  06/13/2023

  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.  I received a call from Matthews and the person on the phone was very apologetic and understood why I wasn’t happy and wanted to make things right.  He would like to keep me as a customer and I was told that he is going to send me a refund check as I requested along with a coupon.  Once it is received I will contact you again.  Regards,  ***** *******

• Initial Complaint

  04/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 20th 2022 I purchased a 2020 ********** from Matthews with 46,000 miles on it. During our purchase negotiations we brought 3 concerns about the vehicle to the attention of the salesperson. Issue 1 was a whining noise coming from the power steering unit, issue 2 was the AC did not appear to be blowing as cold as it should, and issue 3 was a slow pressure leak from one of the tires. The car was then brought into their repair shop before purchasing and we were assured that both the power steering system and AC system were 100% ok and no issues were discovered. The tire was re mounted and has not been an issue however less than 30 days after buying the vehicle we noticed the power steering reservoir was empty and there was a large leak coming from the distribution system by the drivers side tire. Matthews informed us that this was not their problem even though they had previously “investigated” and assured us there was no issue. Now that it has started to get warmer it is also very noticeable that the AC does not work as it should. This is due to another large leak causing the AC system to be unable to hold fluid and will also be a very costly repair. The local mechanic that I have taken it to for both of these issues has made it very clear that these issues were not hard to locate and that had the car actually been looked over the Matthews mechanic should have seen them very clearly.

  Business response

  05/01/2023

  To Whom this may concern: Customer ******* ********* purchased a 2020 ****** ********** 10/19/22 miles 46,413, at this time we completed a NYS inspection as directed by our used car dept. we also  looked into a concern of low tire pressures (3) out of the 4-tires were reading low. Technician inspected wheels & tires and advised to clean all 4 beads on all (4) tires dismounted tires cleaned beads for a better seal to prevent bead leak RO # 39266 miles 46,373 Attached RO # 39266.Used car dept. advised Service dept. to inspect a brake noise 10/18/22 RO# 39163 found dust shields slightly contacting rotors adjusted dust shields re-test ok. Used car Inspection was performed 06/23/22 RO# 30853 miles 46,373 performed rotation of all four tires as well as a synthetic oil & filter change vehicle in great shape all good to present for sale. We were unaware of any further issues with vehicle, no complaints found in regards to Air Conditioning concern or Power steering leak. We would certainly have invited customer in to address any concerns the customer may have had. Customer purchased vehicle 10/19/22 6 months ago miles 46,413 at time of purchase not sure of the current miles. We always would like the opportunity to address any concern or concerns that a customer may have with any purchase of a new or used vehicle. Customer should reach out to us at Matthews Import Center and have vehicle diagnosed. Michael G*******************Michael S***** ************  

• Initial Complaint

  02/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 2020 ***** ********* on 08/15/2022 the ad on there website said it came with a ******* cover for the bed. when I looked at the truck the cover was not there. when I asked about it the salesman said they uesd part of the original ad when the truck was new thats why the ad said it had a ******* cover.I said the ad i looked at still had ******* cover listed for what the truck came with. He said he would get me a cover next time they get one on anther used truck on future trade in. it has been 6 months since then. i have called the salesman several times since then and he keeps telling me he has nothing I talked to the sales manager and I was told that my salesman was handling it . i would like a ******* cover or the equivalent in cash.

  Business response

  02/21/2023

  M** *** *****, please contact Phil H**** Sales Manager *** *** ***** We will order you a 2020 ********* **** *** VIN#***************** part no.******** short bed soft roll-up ******* cover in black. Sorry for the inconvenience this may have caused you. It will be installed at no charge to you. Does this help rectify the situation? 

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/23/22, I dropped my *** ***** off to have the recalls fixed. They kept my car to fix brake lines. On 01/08/23, I went to the dealership to start my car because it hasn't been run in almost two months. The car would not start so I jumped it. I let the car run for a few minutes. I then put the car in drive to drive it in the parking lot so I can help charge the battery. When I went forward, the brakes made a loud noise as they broke free from sitting for so long. The brakes were making a grinding rotational noise as I drove the car in the parking lot. I called Matthews and told them what happened and asked for them to replace the battery and change the brake pads and rotors on the vehicle. They said I had to contact ***** consumer affairs so they can approve my request. On 01/10/23, I filled a claim through consumer affairs (case id# ********). I explained what happened and asked for the repairs to take place free of charge. They said they would get back to me but have not. I called on 01/17/23 and 02/02/23 and asked if my requests were approved. They said no. I went to the dealership on 02/12/23 to start my car again, but it was dead - key fob would not open the door and the car would not start. As of 02/13/23, it is going on 13 weeks and I still do not have my car fixed. My complaint is this....when my cars recall is taken care of (brake lines replaced), I can't drive my car from the dealership in worse shape then when I dropped it off. Based on my car sitting for so long, my battery needs to be replaced and brake pads and rotors need to be replaced on all four tires. My car is sitting there while I pay car insurance on it. My vehicles registration was up in 12/22. I paid for the vehicle registration fee through my local DMV but still can't drive my car. All I would like is for the repairs to be taken care of free of charge when the recall is finished being fixed. Thank you.

  Business response

  02/16/2023

  Firstly, we sincerely apologize that the customer is experiencing these concerns. Originally, said concerns were declined by *** Motors because they are considered wear items. However, I have re-submitted the customer's concerns to *** Motors.  The Determination: They would like us to examine the customer's concerns at completion of the Brake Line Recall SC238 to determine actual failures/necessary repairs from the vehicle sitting and will then reconsider what level of goodwill that they would be willing to afford the customer. This determination will come from *** Corporate as the dealer cannot authorize said repairs per *** Service Policies and Procedures.  Izmir Softic: Parts ordered November 25th, 2022. Approved for upper order. However, still not ETA per Parts Department 12:33pm 2/16/23 

• Initial Complaint

  11/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My car a *** ******, 2015, 85000 miles, was inspected by Matthews Kia on 10/7. It was RECOMMENDED that I have spark plugs and coils replaced. I was NOT told of the consequences or the urgency of this repair if I declined this repair, the check engine light was not on and it was running fine! They did not look at the head gasket than or check anything else, THEY LET ME DRIVE IT HOME WITHOUT ANY WARNINGS. I went to bring it to a mechanic on 11/8 to have a second opinion and have the work done if they agreed with the diagnosis. That is when I was told it was a blown head gasket and the mechanic said there was nothing I did to cause this. They are supposed to last the lifetime of the car. It is only when I drove it 1 MILE from that mechanic to *** when it started to overheat, and The check engine light came on. When *** inspected it and confirmed it was a blown head gasket the mechanic I spoke with said he wasn't sure what caused it and that it was maybe an "internal problem". He said "it may have overheated at some point, maybe it ran out of coolant", which I can assure you it did not. I checked ALL of the fluids when we dropped the car off and I did not add any. I ONLY work less than a mile from my home and never go anywhere else. Now I need to pay for a $13,000 engine when I only owe $8,000 on it. I have read stories about these *** engines and whether some of these cars are part of recalls or not, there are thousands of kias needing engine replacements. I have purchased a ******* from this place 2 years ago and went through BBB and AG then because they sold me a car with a hole through the roof! You can literally see daylight. It took months to get fixed and they tried saying I made the hole even though I noticed it the MORNING AFTER I BOUGHT IT. I gave this place a second chance when I purchased this ******. Now I'm being ripped off again. These *** engines are crap and I shouldn't have to buy this new engine. I will be going to the general attorney again as well.

  Business response

  11/30/2022

  Mrs. ********* brought her car in on 10/7/2022 stated her check engine light was on, car was diagnosed and advised of the codes and necessary repairs which she declined all services. She had the car towed in on 11/25/2022 check engine light was blinking and car was misfiring. Car was diagnosed again customer was quoted necessary repairs and again declined the repairs. We can not tell the customer to take her vehicle. Please see attached documentation.

  Customer response

  12/01/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Lie after lie. Lie 1, in this response alone. I did NOT have it towed in, I drove it. Lie #2. My appointment was on 11/25 NOT 11/23. Your employees said "ITS DRIVABLE FOR NOW" but your response is "we can't tell you you can't take your car". Then that's what they should have said, not that it was drivable. There's a BIG difference. Also the check engine light was NOT on when you serviced it on 10/7. The tech called me first thing in the morning on 10/7 and said the light wasn't even on, he had no reason to inspect it. I asked him to anyway. I had ZERO reason to believe driving it could be dangerous or cause more issues. Maybe they should have said, "you can drive it home but I wouldn't drive it anywhere else". The gasket should have been tested on 10/7. Had I known what I know now, I would have asked your technicians to do that. Maybe this whole situation would be different if they diagnosed it correctly and honestly. Possible lie #3. How does the code come back as cylinder 3, on the 10/7 paperwork and cylinder 3 coil pack faulty but no mention of cylinder 3 on the most recent visit?? I was told this most recent time "multiple misfires in bank 1 cylinder?? How does it go from cylinder 3 to cylinder 1 and 5?  The car was there all day on 10/7. I called approximately 2:50 to check on the status and they couldn't find anything after telling me they really didn't need to inspect it. Are they not experienced enough to test the engine from what I explained to them? It's a little sketchy that it took all day and they couldn't find out what was wrong. They call back an hour later with a guesstimate on pricing, a diagnosis that "verifies what customer had stated" and telling me that it was drivable for now. It's almost like they didn't even look at the vehicle and just said what I had told them my thoughts were. As far as your response options, how do you expect a mom of 2 young kids on a teacher salary to be able to afford $400-450 a month on a new car or pay 9800 for an engine replacement that *** itself should be responsible for?! There is no reason for a blown head gasket at 86,000 miles. Spark plugs should last at least 100,000 miles, if not more. Recommended service for *** ****** spark plug replacement is 105,000 miles to be exact. The first mechanic I saw said the head gasket blew first and that was the cause for all of the problems my car was having when brought in for 11/25. This should not have happened, period. I plan to have a private mechanic replace the engine out of my pocket. If you can come down from $14,000 to $9800 in your offer, then *** can afford to take the difference and write me a check for $4200 so I can afford to do that and we can all move on.  Regards,  ******** ********* 

  Business response

  12/07/2022

    At this point we have provided all the proper documentation that shows the work that was required to repair the vehicle but was declined by the customer. We are unable to force a customer to complete the work that we deem necessary after inspecting a vehicle. Unfortunately, we can not be responsible for what happens to a customers vehicle after it leaves our facility with out the required work being done. As previously stated we have attempted to assist Ms. ********* with solutions to repair her vehicle or replace it with a new one, however, our offers had been declined. At this point we are requesting this case be closed as this entire issue is tied to the customer's actions and not the actions of Matthews Kia. Thank you in advance for your assistance. 

• Initial Complaint

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My car ********** ****** 2018 has been in the shop getting repaired since August 28. It has been more than 2 months. I made multiple calls during this period to the shop and I was told that they are not sure how long it is going to take to fix it. I called again today and again they told me they are not sure. My car is my only source of income. While the car is being repaired I have to pay $25 every day for rental, which I can not afford. They should of accommodate me with the loaner, which they did not. I am falling behind on all my bills. It is just getting ridiculous that fixing the car takes more than 2 months, and they are not even sure how long more time it is going to take. I received an estimate from insurance and see that they charged insurance for a tire and the rim that I brought in. I asked them not to change my breaks because my son could have done it, I do see a charge on estimates for pads and rotors. I had the worst experience with the repair shop. All they told me is that there is nothing they can do. Maybe they are understaffed or something else, but they should have good customer service. I am tired of calling them and asking them how long again it is going to take. I have 2 kids in college that I need to help. I am a single dad, there is no second income, and I told them that, but it did not work.

  Business response

  11/17/2022

  To whom it may concern, Mr. ******** 2018 ********** ****** was brought to our repair facility on 8/30/2022 after he struck an object in the road. Upon talking with the customer, he stated that he heard a clunking noise when he hit bumps; after further investigation with the Certified Technician, we found that the complete subframe and all associated parts needed due to the impact of said object in the road at that point Mr. ******* insurance adjuster came and looked at the vehicle being it was collision related after the insurance adjusters recommendation we replaced the following parts Which include installing front subframe, 1 Mount and balance of customer supplied tire and wheel, front end alignment, Straighten exhaust, left rear k frame, transmission pan, and right rear wheel bearing. Also, there was not any charge for the wheel Or tire, just the mount and balance; the breaks were on the estimate that the insurance company took care also; after completion of all work that was needed to make the vehicle 100% safe, it needed to go to Our Collision Center for the Body repairs from the same impact, I do feel his concern and sympathize with him it's been a challenge to obtain parts and a with the insurance company's supplements it seems to be a nationwide issue, please be assured that we do everything in our power to search and obtain all collision and service parts for our customers to the best of our ability  Thank You Jim M****

*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. ↩