ComplaintsforMatthews Auto

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Matthews Kia of Schenectady purchased ******** Kia on state street in Schenectady New York. When they purchased this business I was informed by ******** that they took over all active warranties from ********. I purchased a new car with a 36 service warranty from ******** Kia at the end of February 2022. I went for my first service on 8/1/2022. I went to a different location since ******** had sold. The warranty company refused payment after the service was completed. One of their employees told me before service that they held the money so I didn’t matter where I went. So since I’m now out $97.15 for a service I’ve already paid for in my loan I’m mad. The warranty company says the new business is now responsible for all existing warranties. I went to Matthews Kia and spoke with a finance manager. This manager told me that they have NO access to any of ********s accounts. They said everything was wiped clean when they purchased the business. They told me that they couldn’t even look my account or warranty up in their system if they tried. They gave me a business card with an email address to contact ********. So I went home and contacted them via email. When they got back to me they said Matthews is supposed to honor all existing warranties. At this point I’m sick of the run around and I want my money back. ******* offered to send me a form to cancel. I’m still waiting. Fast forward to yesterday morning Matthews Kia sent me an email wishing me a happy birthday. How do they have my email and my birthday month if they have no access to my information. This is bad business.

  Business response

  08/09/2022

  as per ms.**********s contract from ******** kia the customer must return to selling dealer for maint coverage, under the contract,matthews kia does honor all previous service and maint agreements from ******** kia.

  in light of the confussion as a good will gesture matthews kia schenectady would gladdly reimburse ms.*********s last maint bill of 97.15,in the future ms.********* must return to matthews kia schenectady to have maint coverage completed under the current contract guidlines

  Customer response

  08/10/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
   
  
  
  
  
  

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had bought my 2014 *** ******** from them brand new. Back in December, roughly, I needed my rear wheel bearings changed, they changed one and not the other. I ended up with a gas smell shortly after and noticed they only changed the driver side wheel bearing. I brought it back in due to the gas smell and my passenger rear wheel bearing. Due to them not changing both at the same time it had ceased itself to the axel which they replaced. In the meantime they broke more parts which they ended up replacing as well. The gas smell they stated was the fuel pump, which I had to pay 2,000 for, and it was never the fuel pump. They had my car for months on end. At first they didn't give me a loaner, then after fighting with them they finally gave a loaner. Called and stated the car was ready. Picked the car up, went to put gas in and it poured all over the ground. Brought my vehicle back to them 3 times and everytime they said it was ready I would go to the gas station and would not be able to fill or put any gas in, was told they cant put gas in it to test it, that i had to. They must have some how made it look like it took gas when it was time to pick the vehicle up my car smelt so bad of gas they said it was because they spilled a little gas on the seat and they only clean new cars, the gas gage is wrong and I ran out of gas with a car full of groceries. Called Monday to get my car back in after months of them having it, and they said to bring it in but they don't have a loaner. Advised them to call when they have a loaner and we will bring the vehicle, my wife and I can not go without a vehicle, we both work and both need vehicles. They never called back, called again today to talk to the general manager and they hung up the phone. I am at a loss on what to do. I do have all the documents but unable to upload at this time.

  Business response

  08/22/2022

  on 8/22/22 rob d***** service manager for matthews *** reached out to mr.********,he advised mr.******** that the work in question had been performed by the previous owner,******** *** however in good faith matthews *** would be willing to scheldule an appoint at mr.********'s convience and diagnose his 2014 *** ******** at no charge.mr.******** at the time was unsure of when he could get his vehicle to the dealership.we encourage mr.******** to reach out to make an appointment when he can.

                                                                                 thankyou edward d***** gemneral manager

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My trucks motor blew may 4th I have been without my vehicle since I am currently still pay for the payment and car insurance and also weekly out of pocket for a rental every week for a motor that hundreds of people are currently having issues with. My vehicle is under warranty the reason I got it so I wouldn't be without a vehicle I still currently have no answer to when it will be fixed meanwhile I am going into debt and it doesn't look there is a light at the end of the tunnel

  Business response

  08/24/2022

  We apologize for any inconveniences you may be experiencing. We have made note we left a voicemail on 7/20/22 to update on vehicle and rental status. On 7/26/2022 we arranged with ***** rental a vehicle for you as well. We are working in your best interest to getting the engine here as soon as possible to complete and return your vehicle back to you.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was having trouble with my vehicle, my check engine light came on so i scheduled a service / diagnosis with the dealer Matthew's Kia 3900 State st Schenectady New York, my service appointment was for June 10th at 2 p.m. I drove my car there, i thought on the way it was actually going to break down on me due to the engine started making loud noise's. Upon my arrival they processed my car in, very shortly after a technician came to me and explained that there was a national recall on some engine parts for my car yhe year make and model, my response was was wasn't i contacted? There was no response for that question, he explained due to the parts being in the engine they cannot do the diagnosis due to my engine still being hot, so either i can bring it back or leave it here. I couldn't risk that because i was having issues on the way over, so he told me it would be three days for the diagnosis and two more if they had to order parts, for a total of 5 days. I left my car, did not hear from anyone until Monday June 13th, he expressed the process and inform me at that point nothing was done to my car yet, they are downed staff ( people quit etc...) after the diagnosis they needed to get approval from the warranty company for the parts and repair. This service worker Kenny Morrison begun to be unreachable, couldn't get him on the phone and he certainly did not return calls, i started to have to call from other numbers just for updates and he actually had none. Since my car was here myself and my daughter have been using ride sharing programs to get back and forth to work ( which have been very expensive). There was no courtesy vehicle, i could not afford a rental car and i've been expressing to Mr. Morrison the hardship this has caused, all i recieved from him was excuses and nonchalant updates. He actually told me that he wasn't sure when the parts arrived when they would actually be able to make the repair. Also iff that would be the only repair needed. Today is 3 week

  Business response

  07/07/2022

  matthews kia is aware of the delay and inconvience this has cuased the customer, due to parts delays and staffing issues we have a back log of customers,at this point ******* ******* vehicle is ready to be completed,we are waiting  for ******* ******* authorization so we can complete the repair

• Initial Complaint

  06/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 20, 2022 purchased a used 2020 *** ******** with 31k miles. From the 3rd day of ownership, I noticed and reported issues with the vehicle losing pressure/acceleration power when making turns. When the turn is complete the car slows down immensely and takes a minute to regain momentum and acceleration. There are noises coming from the engine with the car idling high and then it makes large humming sounds outside of traditional motor sounds. Most recently, various lights on the dashboard have been firing without warning for Take a break with a coffee mug, triangle with Exclamation point, EPB , warning check your blindspot and something about a collision. The dealer's repair department has had the vehicle for over 85-90% of my period of ownership. Yet they keep stating they are unable to duplicate the issues and that CAN'd messages don't give them a true sense of what's wrong with the car. They stated they don't have an exchange policy but I do not feel comfortable keeping this car and feel a replacement or cancellation of the contract is warranted. It's a mechanical nightmare and the mechanics responses to this point are highly questionable. I need assistance with resolving this matter to get a new vehicle or assistance with being taken out of this agreement

  Business response

  06/30/2022

  Good Afternoon I spoke with ****** on 6/28 in regards to her concerns with the vehicle after customer was able to visit the dealership for us to run codes to help diagnose the issue.  We were able to provide customer with a loaner vehicle as we further diagnosed the issue.  The dealership is paying the customer's 1st payment for her inconvenience.  Unfortunately we were not able to previously diagnose without computer codes as we current work on a resolution.  I have provided the customer my contact info for direct communication and received an email with attachment for their upcoming payment which the store will pay directly to the customer ASAP.  The dealership with proper communication with *** Motors will come to a proper diagnosis and resolution for the customer. The customer is understanding, and Matthews *** will have the vehicle properly repaired without concerns. 

• Initial Complaint

  10/25/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 1/28/21, this writer purchased a pre-owned 2018 Nissan ***** ** with 43,705 miles ($10992) from Matthew's Mitsubishi at 2100 Vestal Pkwy E, Vestal, NY, 13850. With this purchase was an agreed upon used comprehensive warranty through Zurich for 60mos/65k with an expiration mileage for 108,606 miles. This writer was asked to return to sign some additional paperwork after purchase due to the lien holder not covering the Matthew's reward program for $2521. When asked if any terms have changed, the salesman stated that there were no other changes to the agreed upon terms. This writer called Zurich on 10/21/21 upon discovering 2 separate warranties with a significant difference in coverage, as well as 2 purchase receipts with the same date. The Zurich representative stated to this writer that this warranty was entered 3 times due to errors by Matthew's Mitsubishi and urged this writer to contact the dealership. These errors resulted in a new extended warranty of 60mos/60k with an expiration mileage of 60k. During signing this change was proposed as the lien holders refusal to cover the dealership rewards program. Also noted is a significant difference in dealership provided AutoCheck mileage at 65,317, and the dealership recorded mileage at time of sale. When this error was addressed with Matthew's Mitsubishi, remedy was refused from the dealership due to "the individual you initially worked with is no longer employed here" despite being informed the initially this writer initially worked with was "tied up", a statement of "If it was within 2 months or so maybe we would help, but no one remembers this transaction." Employee in this interaction stated he "did not have the time" for this writer when they attempted to call Zurich for details on errors made, and was under the impression this writer only wanted a cancelation of current warranty. This writers paperwork regarding this transaction has been uploaded.

  Business response

  10/26/2021

  I just spoke with Zurich and also the customer and we did correct her concern, The warranty got inputted into Zurich incorrectly and then when the correct warranty
  came in it got voided somehow, Short story they are reversing the contracts and putting the correct coverage on for her also  Zurich is emailing her with the changes
  customer is very grateful also Linda at Zurich was incredible and had this done in 10 minutes.

  Business response

  10/26/2021

  I just spoke with Zurich and also the customer and we did correct her concern, The warranty got inputted into Zurich incorrectly and then when the correct warranty
  came in it got voided somehow, Short story they are reversing the contracts and putting the correct coverage on for her also  Zurich is emailing her with the changes
  customer is very grateful also Linda at Zurich was incredible and had this done in 10 minutes.

  Customer response

  10/26/2021

  Better Business Bureau:
  
  This has been resolved as stated. Thank you.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  Regards,
  
  
  ******** **********
  
  
  
  
  

  Customer response

  10/26/2021

  Better Business Bureau:
  
  This has been resolved as stated. Thank you.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  Regards,
  
  
  ******** **********
  
  
  
  
  

• Initial Complaint

  09/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought my car in to Matthew's Collision Center. I picked my car up on 8/25/21 from the shop. There was unsafe/poor service provided after collision. They admittedly failed to lift my car in the shop to see further damage done to my car.

  Business response

  09/01/2021

  I am referring this over to Joe P****** (Matthews Collision Center Manager) to research and I will be in contact with him to provide a response.

*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. ↩