ComplaintsforMatco Tools Corporation

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 25th I ordered a product from the company. At 0131 on 26 Nov, I received an email that the product was on back order. Today (28 Nov) at 0730 I received an email stating my order cancelled with no given reason. I want the product that I paid for at the price that it was advertised.

  

  Business response

  12/04/2023

  On or about Monday November 27, 2023, it was brought to Matco’s attention that a pricing error occurred on their website. The price listed for a ************ impact wrench was $142.50. While this was obviously an error on our part, a number of people rushed to the site to take advantage of the situation. When it came to our attention this was happening, the orders placed were cancelled and the pricing error was corrected.
  
  Pricing errors and mistakes of this nature will occur on occasion in every business. Unfortunately, when sales are being made online with no human intervention, such errors can have a much greater impact because of the time it may take to come to the company’s attention. It is for this reason Matco has conspicuously posted on its website the following disclaimer:
  
  PRODUTS AND PRICING
  All Matco Tools products and products listed on this website, prices, configurations and availability are subject to change at any time by Matco Tools.  Matco Tools has the right to refuse or cancel any order or delivery of any items for any reason including in the event of a pricing error.  All prices displayed on this website are quoted in U.S. dollars and are only valid and effective in the United States. 
  
  With the above disclaimer, Matco reserves the right to cancel orders that are placed for products where the price listed for said products is in error. Matco exercised this right to cancel all the orders made yesterday for the ************ impact wrench listed for $142.50, which was an error.
  
  Mr. ****’s order was cancelled, and the purchase has been reversed. His money will be returned to him promptly through his credit card processor or bank. Matco sincerely apologizes for any inconvenience this error may have caused. 

• Initial Complaint

  11/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have had a credit account with ********************** for four years. I make a payment between ****** dollars every payday when my tool rep comes. Somehow, my balance is only going up not down. Also, they reported my account as a charge-off to my credit report days after I had made a payment. My balance should be going down and my account should not be listed as a charge-off when I'm actively paying it. If my tool rep isn't putting my payments towards my credit account (I don't owe anything on my truck account) than they need to be reprimanded and investigated so my payments can be applied correctly. This needs to be resolved.

  

  Business response

  11/21/2023

  ******************** applied for Matco Tools financing on July 12,2019.  He signed his most recent contract on November 1, 2019.  According to Matco Tools records, ******************** made inconsistent payments from January 2020 until March 2023.  Payments stopped in March 2023.  Due to the delinquent status of ********************** account, his account was transferred to Matco Tools internal collections team in September 2020. The account was charged off in September 2023 after no payment was received for 6 months; it is Matco Tools standard procedure to charge off accounts and transfer them to our outside collections agency after 6 months of nonpayment.  A $9.88 payment was received on October 2, 2023, after 6 months without a payment.  2 payments totaling $64.55 have been received since then. These payments were received after the account was charged off.  Once an account is charged off, it will remain in the charged off status.
  If ******************** has copies of receipts showing that the payment history outlined above is not accurate or that payments made were not accurately applied to his balance, Matco Tools would be more than happy to review them. As of today, there is no record that ******************** contacted Matco Tools ***************************** to discuss his reported discrepancy.  He can contact them at ************.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

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

  

  Business response

  10/30/2023

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

  Customer response

  10/31/2023

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

  Customer response

  10/31/2023

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

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

• Initial Complaint

  09/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  

  Business response

  09/25/2023

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

• Initial Complaint

  08/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  

  Business response

  08/31/2023

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

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  08/21/2023

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

  Customer response

  08/23/2023

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

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

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

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

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

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

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

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

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

  

  Business response

  08/28/2023

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

  Customer response

  08/30/2023

   I am rejecting this response because:

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

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

  a lock was never ordered.

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

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

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

  
  

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a tool box in 2018 and have set up automatic weekly withdraws from my checking account, it is now 2023 and today I received a credit alert for 3 months past due. I received NO phone call from Matco stated there is a problem with my payment. I contacted the company and they stated 'my bank stopped paying in May'. I contacted my bank and the last payment request was made on 5/1/2023. My bank also shows NO payment denials (so I'm confused). I have also verified my debit card is the same number and that it has not expired. This account has been current and payments have been made since 2018. This morning I called and was told I have a 1 min. wait time, I was on hold for at least an hour. When someone did answer I let them know I wanted to make a payment to bring my account current and they took my S.S. # and disappeared, this happened 3 times. The customer service for this company is the worst I have ever dealt with in my 57 years of existence. I will NEVER purchase another Matco product.

  

  Business response

  07/25/2023

  **************** signed his most recent contract on May 2,2019.  According to the terms of the contract, **************** is to pay $50.87 per week. **************** set up automated payments on multiple occasions.  The payment arrangement that **************** is referring to was set up on February 10,2021.  **************** set up payments of $50.87 to be processed each Friday.  Unfortunately,when Matco Tools attempted to process the payment on May 5, 2023, it was rejected by the bank.
  Once a payment is rejected by the bank, the automatic reoccurring payment arrangement stops, pending the authorization of the customer to reset the payments. ********************** calls the customer the following business day to notify them that there was an issue with the payment.  Records show that Matco Tools called and left a message on May 8,2023 regarding the declined payment. 
  Collection calls started on June 2, 2023, when ****************** account became more than 4 weeks past due. Multiple calls were made in June 2023 and July 2023; however, the calls were unanswered.  Letters and statement were also sent to **************** regarding the status of his account, which were also left unanswered. The phone number and address that were attempted match the information **************** provided with his Better Business Bureau complaint.
  Contact was not made until July 24, 2023, when ****************** wife brought the account current and reset the automated payments.  On this recorded call, she stated that the card associated with the automated payments expired in April 2023, which is why the payments were declined. 
  Matco Tools does not see any wrongdoing.  The credit card associated with ****************** automated payment arrangement expired in April 2023, causing his payment to be declined.  **************** did not respond to the phone calls, statements or letters sent to him.  This caused his account to become past due and his credit was negatively affected. However, as a one-time courtesy, Matco Tools has removed the past due reporting **************** received in June 2023.  

• Initial Complaint

  07/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i got behind on my payments. *******,******** &reis contacted me about a outstanding balance for matco tools. i set up a payment arrangment with them and started to pay weekly. this was fine everything was good until *******,******** called me and said that matco bought the debt back from them. i called matco tools and set up a payment aggrement with them. same payment i had before. everything was going good until i started to get hits on my credit for a missed payment. i have not missed a single payment since they took the collection back over but yet they have reported on my credit that i have 22 missed payments at this moment and it hits every month as a missed payment even though they still pull my payment out every friday. i called financial services and the guy i talked to was very rude and not helpful at all he kept asking if i needed to take a minute to ****** what a collection is but never anwsered any questions. i finally hung up when he told me i should of just made my payments on time.

  

  Business response

  07/11/2023

  **************** entered into his most recent contract with Matco Tools on July 19, 2018.  According to this contract, **************** was to make weekly payments of $38.32 starting on July 19, 2018.  It is Matco Tools policy to charge off accounts if a payment is not received for 6 months. Unfortunately,**************** did not make his required payments and there was a 6-month period where no payments were received. Therefore, his account was charged off and sent to a 3rd party collection agency in November 2019.   The account was returned from the 3rd party collection agency, however that was not the cause of the missed payments, and it did not affect the credit reporting.
  **************** resumed payments in April 2022.  Unfortunately, these payments do not change the charged off status. Once an account is charged off, it remains charged off.  Matco Tools will continue to report the charge off status and updated account balance with the credit bureau as payments are received. Once the account is paid off ********************** will be able to report that the account was charged off and now has a zero balance.   

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Matco 4 s Toolbox a few years ago. This was an investment of over $6000. Should be worth the cost as a high quality box will last for years and years right?. Less than 5 years later the entire toolbox is rusting! It has always been in climate controlled conditions and very well maintained. The issue of the toolbox rusting is a known issue (known by the Matco company) with the silver vein paint so surely Matco will warranty the box or provide a solution. So I took pictures of the box and explained to the warranty department that I took great care of the toolbox and hoped to get a response that represented their claim to superior customer service... Nope! The response I was given, " the rust does not have an effect on the functionality of the box!" This is absolutely unacceptable! Rust does have an effect on functionality! It spreads and causes the metal to deteriorate! Moving parts stop moving! Even with the extreme care I took to keep my toolbox in outstanding condition, I was left with a rusting pile of junk! I have an old Stanly toolbox that has been around for over 10 years and still looks way better than my Matco box. No rust at all! The Matco toolbox was literally rusting underneath the factory paint job! I had made a huge mistake choosing to invest my hard earned money on such a poor quality toolbox that the company won't even stand behind! I truly hope I am able to get enough information about my experience out to other technicians before they make the same mistake I did in choosing Matco.

  

  Business response

  06/16/2023

  Ms. **** purchased 4 Series, 3 Bay 25” Toolbox from a local distributor on October 26, 2015.  Therefore, the box is almost 8 years old, not less than 5 years as Ms. **** claimed. Matco Tools offers a limited product warranty against materials and workmanship defects for any tool that is branded with the Matco label.  Rust and paint issues are covered under the warranty only if they are caused by workmanship defects. All boxes go through a 15-step pretreatment wash system which does include a coating with a sealer that has some rust inhibiting agents. This covers the majority of the toolbox surface, both inside and out. Each toolbox warranty claim is handled on a case-by-case basis.
  
  Matco Tools received photos of the box from Ms. **** and the warranty department reviewed her warranty claim.  Unfortunately, it was denied due to the age of the box, and it was determined that the functionally of the box was not affected by the rust on the box.  As previously stated, rust and paint issues are only covered if they are caused by workmanship defect.  It is Matco Tools’ position that the rust was not caused by a workmanship defect.
  
  The Matco Tools Warranty Team re-reviewed the claim after receiving Ms. ****’s complaint.  Upon review, the claim is still denied. However, Matco Tools is offering to replace the drawer of the box which has paint flaking off.  Should Ms. **** wish to accept this offer, she can contact Matco Tools by calling 866-BUYTOOL (************).

• Initial Complaint

  05/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I received a phone call from the office of Matco Tools saying that I was almost 30 days past due. I then got a notification from my credit apps that they flagged the account 30 days past due. I don't see how this is possible when I pay on this account every single week and have not missed a payment. I have bank records and receipts proving that I have not missed a payment for the month in question. I already tried disputing through ******** and Matco Tools keeps stating that the information is accurate which I WILL NOT accept.

  

  Business response

  06/02/2023

  Mr. ******** entered into a contract with Matco Tools on August 26, 2022.  According to this contract, Mr. ********’s payments are $49.07 per week. His monthly payment is $212.47.  To account for some months having 5 weeks, one would multiple the weekly payment by 4.33 to calculate the monthly payment. On average Mr. ******** has paid his distributor $200 per month.  Therefore, his account has been slowly becoming past due over time.
  Mr. ********’s account is being serviced by a local distributor who collect payments from Mr. ******** and remits the payments to Matco Tools on a weekly basis.  Since distributors remit on a weekly basis, there can be a delay in a payment being applied to a customer’s account.  Matco Tools has reviewed the receipts provided by Mr. ********.  The receipts dated April 5, 2023, and April 19, 2023, were for his PSA account, financed with Matco Tools.  The receipt from April 12, 2023, was for a separate Truck Account with his local distributor.  It appears that there was a delay in the distributor remitting the payment from April 19, 2023.If a customer is 30 days past due on the 4th Friday of the month when Matco Tools reports to the Credit Bureau, their account will be reported as such.  In Mr. ********’s case, because of the situations outlined above, when Matco Tools reported to the Credit Bureau on April 29, 2023, Mr. ********’s account was 5 weeks past due in Matco Tools’ system. 
  Since it was confirmed that a delay in the payment being remitted caused the late mark, Matco Tools has corrected Mr. ********’s April 2023 credit reporting.  It is recommended that Mr. ******** contact Matco Tools at ************ to review his contract terms and payment history further.  

  Customer response

  06/04/2023

  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.

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