Complaints

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:05/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BOUGHT A NEW BOX FROM LOCAL DISTRIBUTOR LESS THAN 6 WEEKS PRIOR TO TODAY 5/22/23. LOCK WAS FLIMSY TOLD I WAS GETTING IT WARRANTIED ASAP. BEEN WAITING AND THERE IS SO MUCH BS GOING ON ESPECIALLY AT CORPORATE HAVE BEEN VERY VERY NICE AND STILL GET TREATED LIKE A ***. MY WIFE DEALS WITH CREDIT DISPUTES AND I SEE HOW RUDE PEOPLE CAN BE SO I TRY AND SYMPATHIZE WITH CORP. ONE GUY JUST TOLD ME IT WASNT THEIR FAULT AND HUNG UP AFTER I HAD TOLD HIM THAT I SPOKEN TO THEIR DEPT. EARLIER THAT WEEK AND THEY TOLD ME THEY WERE ON TOP OF IT. I ASKED HIM TO JUST READ THE NOTATION ON MY FILE. GOING TO MAKE A COMPLAIN ON HIM AS WELL SINCE ALL CALLS ARE RECORDED. GUY "****" FROM REPO I WAS DEALING WITH WENT ON VACATION PROMISED ME MATCO WAS GOING TO STAND BEHIND THA PRODUCT. WHAT PRODUCT A 4S TOOL BOX I FINANCED FOR $12K NOW TO FIND OUT THE LOCK STOPPED WORKING AND THEY "OVERNIGHT" SHIPPED MY NEW KEYS AND LOCK. ISSUE IS THAT WAS ALMOST TWO WEEKS AGO. MY DEALER IS CURRENTLY FIGHTING OF VANDALISM AND THEFT AS OF TWICE IN THE LAST MONTH. MATCO LOOKED INTO IT AND THEIR RESPONSE IS THAT ITS ONLY TO VEHICLES AND NO TOOLS ARE TAKEN. OBVIOUSY NOT BECAUSE EVERYONE HERE IS SMART ENOUGH AND LOCKS UP ALL THEIR TOOLS. ME, ON THE OTHER HAND, EVERY DAY 1.5 HRS HAVING TO PUT MY TOOLS IN GARBAGE BAGS AND KEEPING THEM SAVE IN MY CAR. AND ANOTHER 1.5 HOURS HAVING TO UNLOAD THEM EVERY MORNING. IM DONE! I WOULD DEF. EXPECT THIS FROM ****** ******* BUT NOT MATCO. SUPERVISOR ******/***** FROM REPO HAS YET TO GET BACK TO ME ALWAYS LEADING ME INTO VOICE MAIL I WANT THIS AS PROOF THAT I STILL TRIED TO REACH OUT BEFORE BRINGING THIS TO A HALT AND HAVING TO ARGUE THIS WITH THE CREDIT BUREAUS IF U R READING THIS DONT LET THEM FOOL U DONT MATTER WHO WHERE MATCO IS THE SAME EVERYWHERE NO WONDER SNAP-ON STILL ON TOP DONT MAKE THE SAME MISTAKE I DID ONLY WAY TO SETTLE I SEE IS A BRAND NEW BOX OR A FULL RETURN. IM NOT SETTLING FOR ANYTHING LESS. HAVE A 7 YR OL DAUGHTER I NEED TO FEED. LOOSING MY TOOLS ISNT AN OPTION

  

  Business Response

  Date: 05/30/2023

  It is Matco Tools’ understanding that this warranty issue has been resolved. Mr. ****’s distributor advised Matco Tools that the locks were replaced, and Mr. **** was offered a new hutch for his box.  If this is not accurate or if Mr. **** requires any additional assistance, he can contact the warranty department by calling *********** (************). 

  Customer Answer

  Date: 05/31/2023

   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. 

• Initial Complaint

  Date:04/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My matco tool dealer ,name is *****************, I have asked him many many times to send me my tool receipts so I can do my taxes and is not sending to me and he threatened me saying if I dont stop sending him texts to send me tools receipts that he will hurt me. I just want my receipts so I can file for my taxes He is very rude and intimidating me . Please do something with him and tell him I need my receipts as the tax deadline is coming near I have paid him in full for my matco tools I purchased from him

  

  Business Response

  Date: 04/19/2023

  Matco Tools Distributors are independent businessmen and businesswomen and are not employees or agents of Matco Tools Corporation.Therefore, Matco Tools does not have standing to impose disciplinary actions unless the activity explicitly violates the franchise agreement.  Matco Tools is concerned, however, when actions by a Distributor may disparage Matcos name in the community or negatively impact surrounding businesses. Because of this, Matco Tools has contacted the areas District Manager to review this matter with the distributor.
  Upon review, it appears that ********************** has a truck account. Truck accounts are contracts between a customer and a ********************** distributor.  Matco Tools does not have access to records of loans including receipts, the terms of the agreements and their payment history. ********************* will need to discuss the status of his account with Mr.********* 

• Initial Complaint

  Date:04/06/2023

  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.

  The 2 tool reps stopped taking payment as they both had the correct card info and have now reported my account 30 days late which in turn took 23 points from my credit score. This is absolutely reckless of them and hurting myself and my family.

  

  Business Response

  Date: 04/06/2023

  According to Matco Tools’ records, Mr. **** completed an application for Matco Tools Financial Credit with a local distributor on February 16, 2022.  He signed two contracts; one was signed on February 16, 2022, and the second on March 9, 2022.  According to Mr. ****’ contract from March 9, 2022, Mr. ****’ weekly payments are $15.76. Monthly payments $68.24, due on the 3rd Friday of each month.  Matco Tools reports to the Credit Bureau on the 4th Friday of each month.  If a customer’s account is 4 weeks or more past due at the end of business on the 4th Friday of the month, the account will be reported as 30 days past due.
  Upon review, it appears that Mr. **** made payments to his original distributor until February 16, 2023. However, it appears that Mr. **** was in a different distributor’s area as of October 3, 2022.  Matco Tools did not received a payment after February 16, 2023, until April 5, 2023. Because of this, when Matco Tools reported to the Credit Bureau on March 31, 2023, the account was past due for 4 weeks or more and Matco Tools reported that the account was 30 days past due.  Matco Tools attempted to contact Mr. **** by phone when his account became past due, and his credit was in danger.  Calls started on March 18, 2023, but unfortunately Mr. **** did not respond.  Matco Tools suggests that Mr. **** be aware of these courtesy calls to ensure his account stay current and his credit not be in danger.
  Matco Tools’ distributors are franchisees and not employees or agents of Matco Tools.  Because of this, Matco is not privileges to their business records or aware of their day-to-day conversations with customers.  Therefore, Matco Tools is not able to confirm whether a payment was scheduled with either distributor and if so, why the payment did not process.  Because of this and because Mr. **** is a valued customer, Matco Tools removed the 30-day late mark from March 2023. He should see that change reflected shortly.

  Customer Answer

  Date: 04/06/2023

   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.

• Initial Complaint

  Date:01/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a die grinder it failed turned into matco for warranty was forced to buy another at 200 upon receiving the first one back from warranty the second one had failed turned that in for warranty and a week later the first one failed again the sales rep has disappeared and not returned with my items I have emailed this company numerous of times only to not get a response finially I reached out to a different sales rep who said I need to send e mail with issue and he would deal with and get a new rep new rep shows up does not deal with issue gives me a phone number of a virtual manager who does not even know what reps he has on his payroll telling me I need to dig up more information the rep that has disappeared is **** hornig and I want Matco to replace the tools the other rep has not fixed or returned I have been waiting for months with no help or response from this company I want my tools replaced

  

  Business Response

  Date: 01/26/2023

  Matco Tools appreciates Mr. ***** bringing this matter to our attention.   Matco Tools does not have record of Mr. ***** making purchases directly with us or a warranty claim being initiated.  It is likely that Mr. ***** make his purchase(s) directly with this former distributor and did not finance though Matco Tools.  Matco Tools distributors are independent business owners and are not agents or employees of Matco Tools.  Therefore, Matco Tools does not have access to their business records. Mr. *****’s former distributor ended his franchise on January 9, 2023. It does not appear that before closing his business, he made Matco Tools aware of Mr. *****’s need to open a claim.
  Mr. ***** can contact Matco Tools’ Customer Service Department by calling 866-BUYTOOL (866-289-8665) to start the warranty process while he is in between distributors.

• Initial Complaint

  Date:01/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Matco Maxlite scanner OBD2 reader from a friend but before I did, so I called Franchise tool salesman that originally sold it to my. I also called Matco tool head office and spoke with them. Both telling me that everything’s all good and I can purchase it. Me being concerned with. Like iPhones activation lock that’s why I called. Fast forward a year Matco has been on auto pay for over a year now to pay for the subscription. Out of no where The thing stops working so I called Matco. I was told to call the sales guy. I called him to find that he did indeed remember me. Asking me when my friend ***** was. How he’s a big douche bag, and a POS apparently ***** not long after I bought the scanner purchased a toolbox from this guy and still owes him money for it. He proceeded to tell me that he still owes me 300 bucks and that’s why he brick the scanner. After speaking with him. He then told me that he changed the serial number of the scanner which would cause every time I try and login it tells me the device is not registered to my account. Basically making the scanner a paperweight and that he does not care and the only way he will correct it. And this is a quote he doesn’t care as long as he gets his $300 he don’t care where it comes from. With a tone of disagreement in my voice I told him that’s BS that I could see this happening had I not called Matco and him self before purchasing it. Not to mention the 12 months they’ve been taking the money out of my account for the subscription.

  

  Business Response

  Date: 01/31/2023

  Upon review, it appears that Mr. ****** purchased a scanner from a 3rd party person.  The scanner was originally purchased by an individual named ***** Bargeron from a local Matco Tools distributor on a truck account, not a corporate account.  Truck accounts are contracts between a customer and a Matco Tools distributor.  Matco Tools Corporation sells franchises to individuals who wish to be in business for themselves.  Therefore, Matco Tools distributors are independent businessmen and authorized distributors of tools sourced from Matco Tools Corporation.  Matco Tools distributors are neither employees nor agents of Matco Tools Corporation. Therefore, Matco Tools does not have access to their business records related to these types of accounts. Because the scanner was purchased on a truck account and not financed through Matco Tools, Matco Tools does not have the account and payment history related to Mr. Bargeron’s account.
  If an individual contacts Matco Tools Financial Services to inquire if a scanner is still owed for and the account is not financed though Matco Tools, Matco Tools would not be able to say if the scanner is owed for or not.  We would only be able to say whether the scanner was financed though Matco Tools Financial Services.
  In October 2022 the distributor contacted the Customer Service Department and asked for them to lock the scanner as he was not receiving payments for the scanner. Mr. ****** was advised of this, and it was explained to him that Matco Tools cannot unlock the scanner unless the distributor advises that the account is brought current.  Matco Tools suggests that Mr. ****** speaks with the individual he purchased the scanner from, as he purchased the scanner from a 3rd party, not from Matco Tools. According to the distributor, the scanner is still owed for. If this is not the case, Mr. Bargeron should contact the local distributor with his receipts to show this.   Matco Tools cannot unlock the scanner until the local distributor instructs us to.

  Customer Answer

  Date: 02/02/2023

   I am rejecting this response because:
  
  No, we’re going in circles they have been deducting money for the subscription to auto pay of my account for over a year before they decided to lock it up. As I’m told the deal between ***** and the tool guy needs to be worked out. 
  From what I’m told the tool distributor requested the scanner locked up due to the toolbox deal between him and ***** not the scanner scanner was paid for I spoke with Matco Tools and distributor before i completed the sale through Case, it is as far as I’m aware it legal to change the serial number on a device. I’m sorry I see no way a franchise tool distributor, representing Matco tools is gonna wait over a year without a payment before they take action. But meanwhile I called them before I mad this purchase because I was concerned with an activation lock like iPhones. But meanwhile, this whole time after I purchased it, Matco has taken auto pay for my account for subscription costs almost a year before they change the serial number on the device ID. when speaking with the tool distributor he relayed that he didn’t care where, and when he came from as long as he got his money.

  I 100% agree but if he’s owed money by ***** he should receive his money but because he can’t repo the toolbox to ***** bought from him after the scanner was purchased he breaks the scanner as that is only recourse. We’re talking going on 12 months with the scanner. That’s a lot of missed payment before any action was done. I would not of purchased it from *****.had I been advised by MATCO Tools (corporation) or their franchise tool distributor had advised against it. Which if money was out on this device both parties would have disclosed this info when I reached out before I made this purchase. What? Changing the SN # on this device because of money owed on the toolbox deal,and that is what I’m being told by *****. That’s not my concern. My concern isWith Matco Tools and their franchise distributor. Give me the OK to buy it. Taking money auto pay out of my account for the subscription for a year and then changing serial number on the device is a dick move collection tactic. 

   

  

  Business Response

  Date: 02/06/2023

  Mr. ****** does not appear to have accurate information from the individual he purchased the scan tool from. Upon review, Matco Tools has confirmed that the 3rd party individual still owes for the scan tool.  Therefore, Matco Tools again refers Mr. ****** to the 3rd party person who sold him the scan tool.  Matco Tools cannot assist Mr. ****** in the purchase he made from a 3rd party person.
  Matco Tools is unclear on why Mr. ****** believes that the serial number for the scan tool was changed.  This is not something that is possible and Matco Tools does not have evidence showing that any suspicious activity took place.  It appears that Mr. ****** purchased a scan tool from a 3rd party person and that 3rd party person has failed to maintain payments to the distributor. The distributor advised that the last payment he received from the 3rd party person was in July 2022. Therefore, he requested that the scan tool be locked in October 2022 due to breach of contract. Regarding a subscription, subscriptions fees are independent of the sales contract for the scan tool. Therefore, a customer would need to cancel the subscription if they no longer wanted it, or in this case if the scan tool was locked and not able to be used.              

• Initial Complaint

  Date:12/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  IN FEBURARY OF 2021 I TOOK ON A DEBT WITH MATCO TOOLS BUY PURCHASING A TOOL BOX IN NEW CONDITION WITH FULL WARRANTY. AS DAMAGE WAS FOUND TO THE PRODUCT IT WAS REPORTED AND I WAS ADVISED IT WOULD BE FIXED, OVER THE COURSE OF SEVEN MONTHS NOTHING HAD HAPPED AT WITH TIME I CONTACTED MATCO TOOL CORP. I WAS FOLLOWED UP WITH AND TOLD ACTION WOULD BE TAKEN TO HAVE THE REPAIRS MADE, MY LOCAL REPRESENTITIVE FAILED TO TAKE ANY ACTION AS ADVISED BY THE CORP. AFTER I HAD MOVED FROM THE AREA THE REPRESENTITVE STOPPED MY PAYMENTS THAT I HAD SET TO AUTOMATICALLY WITHDRAW. I INFORMED THE REP. TO RESUME MY PAYMENT AT WHICH WAS NEGLECTED RESULTING IN NUMEROUS FAILED PAYMENTS PER MY ORIGINAL AGREEMENT. I TRIED RESOLVING THIS MATTER WITH MATCO TOOLS CORP. WITH NO ASSISTANCE. THE DEBT WAS SENT TO COLLECTIONS AT WHICH TIME I DISPUTED DUE TO UNKNOWINGLY HAVING MY DEBT CHARGED OFF. AFTER MONTHS OF TRYING TO HANDLE TO MATTER TO HAVE MY ACCOUNT PAID TO CURRENT TO RESUME MY AGREED PAYMENT SCHEDULE I WAS ABLE TO FIND ANOTHER REPRESENTITIVE DUE TO MY ORIGINAL REP. FAILING TO ACKNOWLEDGE MY CALLS FOR ASSISTANCE. AFTER TALKING WITH MY NEW REP. I FOLLOWED UP WITH MATCO TOOLS CORP AGAIN AND WAS ADVISED THE MATTER WOULD BE ADDRESS AND I WOULD BE ASSISTED IN GETTING CURRENT. AFTER WEEKS PAST THE NEW REP. CONTACTED ME IN ATTEMPT TO RECOVER THE PRODUCT DESPIT SELLING THE DEBT TO A COLLECTOR AND DENIDED ANY ASSISTANCE, AT THIS TIME I SPENT WEEKS TRYING TO GET ASSISTANCE THROUGH MATCO TOOLS CORP WITH NO SUCCESS. I LEFT MULTIPLE MESSAGED, ADVISED FROM ASSISTANTS I WOULD RECEIVE CALL BACK WITH NO CALLS RETURNED. THE DEBT HAS CONTINUED TO CAUSE ISSUES AGAINST MY CREDIT DESPITE ATTEMPTING TO RESOLVE THE MATTER AS I WAS TOLD WOULD TAKE PLACE DRIECTLY FROM A CORP MANAGER. CURRENTLY I HAVE HAD NO ASSISTANCE IN THIS MATTER AND WOULD FORMALLY ADDRESS THIS POOR BUISNESS MATTER AFTER DEALING WITH THE COMPANY FOR NEARLY 10 YEARS IN GOOD STANDING. I AM UNABLE TO PROVIDE IN HOUSE EMAILS OR OVER THE PHONE DISCUSSIONS.

  

  Business Response

  Date: 12/20/2022

  According to Matco Tools’ records, Mr. **** completed an application for Matco Tools Financial Credit with a local distributor on February 4, 2021.  On the same day, Mr. **** purchased a 4325RP, 4 Series 3 Bay Toolbox with power through his distributor. Matco Tools distributors are franchisees who have a list of calls; these distributors go to the shops on their list of calls with their mobile store and sell tools to mechanics. In order to assist its distributors, Matco Tools provides several financing plans to qualified distributors for larger purchases made by their creditworthy customers so that distributors do not carry such a large receivable over an extended period of time.  One of these plans is a Purchase Money Security (“PSA”) whereby Matco purchases the End User’s contract from the distributor. These PSAs are commercial contracts, not consumer.  As a courtesy, payments can be collected by local distributors while the end user is working at a shop the distributor is servicing. However, it is the end user’s responsibility to ensure that payments are being received by Matco Tools Financial Services.
  Mr. **** made payments directly to his local distributor until December 8, 2021. Mr. **** never had automated payments set up with Matco Tools Financial Services; all payments were made through his distributor. The account was brought in house and assigned to an account representative on December 24, 2021, when Matco Tools learned that Mr. **** was no longer working at the shop his distributor was servicing. Calls were made to Mr. **** to notify him of this change. Collection calls were made when Mr. ****’s account became past due because of lack of payment. Matco Tools attempted to contact him by mail, however received returned mail.  Mr. **** did not respond to the telephone calls.  Due to Mr. ****’s lack of response, Matco Tools was unable to discuss the status of his account with Mr. ****.  The account was assigned to an outside collection agency on July 1, 2022, after no payments were received over a 6-month period.  Mr. **** should contact Financial Services at 800-472-0012 to resume payments. An account representative will be able to provide information on how to contact the 3rd party agency.
  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.
  The Matco Tools Warranty department does not have record of Mr. **** contacting them regarding warranty of his toolbox.  I suggest that Mr. **** contact Matco Tools’ Customer Service Department by calling 866-BUYTOOL (866-********).

  Customer Answer

  Date: 12/20/2022

   I am rejecting this response because:
  
  I continuously tried to contact my local representatives ****** ******* and ***** ****(***** ********)  over the matter as my payments were supposed to be setup as automatic when I originally signed the contracted. I never received any calls to my knowledge, no voicemail to return a call, I never received any emails in my linked account by either inbox/other folder as I had prior when originally initiating my complaint. I was told over the phone by customer support that my complaint would be addressed and handled but never was. The representative I tried contacting over the matter during this duration I found out this October of this year the representative ****** ******* who I signed my contract with was no longer with Matco Tools at which time I immediately called Matco tools to handle the matter speaking with a **** over repossession department who said they would be working with me along side my new local representative as well as a ****** over payment department to handle the situation so I could get paid to current and back on track with payment DIRECTLY with Matco tools. Nothing happened further besides the new local representative attempting to recover the tool box despite it being sent to collections. With numerous attempts to contact Matco tools, messages left with a assistant I assume as well as voicemails left I received NO FURTHER CONTACT from Matco tools. It was stated I accepted tools in exchange for the damages (from Matco) at which I have documentation proving I never agreed to that as we had never discussed that as even an option. This company continues to abuse my position when I was left in the dark despite making attempts to pay on my agreement directly so that I could continue to do business with them as I’ve been doing so for nearly 8 years now. 

  

  Business Response

  Date: 12/27/2022

  As previously explained, Mr. ****’s account is between him and Matco Tools, not a distributor.  When Mr. **** left a shop his former distributor was servicing, Matco attempted to contact him, however Mr. **** did not respond. If Mr. **** does not have record of missed calls or voicemails, it is possible that Mr. **** did not update his contact information. Other than that explanation, Matco is unsure why Mr. **** did to receive their calls or messages.
  There is no record that Mr. **** made a payment on his account since December 2021. This violates the agreement that Mr. **** signed.  Therefore, Matco has the right to review for repossession of our secured collateral.   Regarding his claim that he attempted to discuss this matter previously with Financial Services with no resolution, Matco recommends that Mr. **** contact Financial Services 800-472-0012 and request to speak with ******* *******, who is a supervisor.
  Unfortunately, Mato is unable to assist Mr. **** if he does not contact us. Mr. **** should contact ******* ******* at ************ and the warranty department at 866-********.

• Initial Complaint

  Date:11/09/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a consumer by law and my information was misused and now I have some false not 100% accurate accounts on my credit report. Unauthorized used of my credit report. I demand deletion of the items and information plus I demand monetary compensation!!!

  

  Business Response

  Date: 11/15/2022

  According to Matco Tools’ records, Mr. **** completed an application for Matco Tools Financial Credit with a local distributor on April 9, 2019.  Matco Tools distributors are franchisees who have a list of calls; these distributors go to the shops on their list of calls with their mobile store and sell tools to mechanics. It is standard process for the distributor to confirm the information on an application with the applicant’s drivers license.  Matco Tools contacted the Matco Tools Distributor who assisted Mr. **** with his application.  The distributor advised that there is no reason to believe that this process was not followed.  He remembered Mr. **** and does not remember there being anything unusual with this transaction.
  To assist its distributors, Matco Tools provides several financing plans to qualified distributors for larger purchases made by their creditworthy customers so that distributors do not carry such a large receivable over an extended period of time.  One of these plans is a ******** ***** ******** (“***”) whereby Matco purchases the End User’s contract from the distributor. These ***s are commercial contracts, not consumer.  Matco Tools accepted assignment of Mr. ****’s commercial contract from the Matco Tools Distributor on or about April 11, 2019. Attached is a copy of the signed application as well as the Contract and Purchase Money Security Agreement. 
  Regular payments were received until June 2020 when payments stopped. Records show that Matco Tools’ internal collections department attempted to contact Mr. **** by phone and were unsuccessful.  Collection letters and statements were sent to Mr. **** at ***** **** **** ******* ***** **  ******  Mr. **** did not respond to these letters or statements. This address matches the address on the drivers license Mr. **** provided in his complaint.
  The account was written off and sent to Matco Tools’ 3rd party collection agency on or about January 1, 2021. Nothing indicates that Mr. **** responded to collection efforts by Matco Tools or the 3rd party collection agency to allege that this account was fraudulent. Additionally, Matco Tools first reported Mr. ****’s account to the credit reporting agencies in April 2019 and records do not show Mr. **** disputed reporting previously.  
  If Mr. **** does not believe that this is his account after reviewing the attached documents, Matco Tools suggests that he file a police report so an investigation can be opened.  To date, Mr. **** has not provided any proof to support his claim that this is not his account.

• Initial Complaint

  Date:10/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *********************** has been my Matco dealer for a few years, I have had a considerably hard time getting him to show up to warranty products that I'm contractually obligated to pay for because "he's not making enough money off my shop" and dropped us from his route but has no issue running my credit card weekly for payment. As of current, he will not show up to warranty these items which is a guarantee that is provided by Matco. Not only does he refuse to warranty the tools he provided, months prior to this he was supposed to apply for Covid Relief for me and did not. Due to this, I inquired a $500.00 past due balance and is now threatening to repossess tools due to his failure to execute the Covid relief and now that it has been weeks after, he said they do not offer Covid relief anymore. Time and time again, I have felt that **** has been unreliable, unprofessional and does not hold true to his word as a tool supplier and the Matco warranty/name.

  

  Business Response

  Date: 11/01/2022

  Matco Tools previously offered deferment programs to assist customers with the financial impact of Covid. These programs were offered from March 27, 2020, until May 1, 2020. There is no deferment program currently being offered due to Covid. ************ signed his first contract on May 14, 2020,after the Covid deferment programs ended.  ************* Mr. ***** account did not become past due until September 2021 and his credit was not negatively affected until April 2022.  Therefore, these deferment programs would not have been offered to him.
  Matco Tools offers other deferment programs, which are not related to Covid. However, Matco Tools distributors are franchisees and not employees of Matco Tools; therefore, they do not have the ability to initiate these programs.  Matco Tools representatives contact customers when their accounts become past due, to discuss their options with them.  ************ did not respond to Matco Tools phone calls or letters. If he had, a representative would have been able to discuss the programs available to him.  
  On October 27, 2022, Matco Tools made contact with ************ and advised him of the deferment programs offered. As of today, ************ has not taken advantage of a deferment programs.  To discuss his options, ************ should contact a representative at ************.  If a distributor is not servicing his shop, ************ can contact customer service for warranty needs by calling ************.

• Initial Complaint

  Date:09/28/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had lost our Matco Tools driver in our area approx 1 year ago. We are suppose to mail our payments to Matco Tools Corp, **** ***** **, Stow, OH 44224-1096. We have contacted them in regards to showing what is the balance on our account. We requested monthly statement showing that our balance in coming down. As of to day we have not rec'd any type of paperwork showing our balance coming down since they charge us interest every month. They were suppose to email a statement and or send us a monthly statement. As of to date we still have not rec'd anything from them. The address on file is **** *** **, *********, NC *****. The email that they are suppose to use is [email protected]. This is the shops email address. I do check every month that the payment has cleared, but we need to know what they are applying to as we send extra monies each month to pay the balance off quicker. We have called 6 times and still have not rec'd the information requested. Does not look like anytime soon we will be getting a driver due to we live in a rural area and they have to cover quite a few surrounding areas. We are tired of asking for our balance each month. I believe that they are not putting the extra monies toward the principal and putting all towards the interest and that is why we are not getting what we ask for.

  

  Business Response

  Date: 10/06/2022

  Matco Tools strives to accommodate all our customers by having a distributor service every shop. Unfortunately, this is not always possible as distributors are franchisees, independent contractors and not employees of Matco Tools. This means that, unfortunately, when Mr. ********’s distributor closed his franchise, Matco Tools couldn’t hire someone to take over the route.  The route cannot be filled until someone purchases a franchise in that area.
  According to Matco Tools’ records, Mr. ******** completed an application for Matco Tools Financial Credit with a local distributor on July 16, 2015. He signed multiple contracts for the financing of professional auto mechanical tools. Attached is the last Contract and Master Agreement signed by Mr. ******** on January 14, 2021.  As stated in Item 3 of the Master Agreement, if Buyer pays the full amount due before the last scheduled payment is due, he would be entitled to that portion of interest, if any, to which Matco has not then become entitled as calculated pursuant to the Rule of 78’s calculation.  This is disclosed every time a customer signs a new contract. Mr. ********’s current balance is $8,322.55 however his payoff is $7,452.10.  The difference between the balance and payoff is the unmatured interest, which has been removed in the payoff quote.  Mr. ******** can contact Matco Tools at any time to request a payoff amount.
  Records show that Mr. ******** is mailed a monthly statement on the 4th Friday of each month, sent to **** *** **          *********, NC  *****. Matco Tools has not received returned mail. Matco Tools can also email statements at a customer’s request. However, a customer must request this monthly as Matco Tools does not provide paperless billing at this time.  On September 29, 2022, Matco Tools emailed Mr. ******** his most recent monthly statement, dated August 26, 2022.  If Mr. ******** does not receive it, Matco Tools suggests that he checks in his ‘junk’ or ‘spam’ folders to ensure they were not flagged as such.   Mr. ******** can contact Matco Tools Financial Services at 800-472-0012 to request a statement be mailed or emailed or to discuss his account.
  

  Customer Answer

  Date: 10/08/2022

   I am rejecting this response because: Yes the information they may be providing is going into spam or trash but cannot open.  Also, they are not sending the documentation to the po box.  I go to the po box each week and their is nothing their from this company.  They are probably sending it to the home address which does not receive and mail and has not rec'd any mail in over 10 years.  I am not sure what they need to do but we need some form of proof they are receiving our payments and how they are being applied. I have a cancelled check that comes in but need to see what is being applied for interest so at tax time I can deduct from taxes.
  
  
  

  

  Business Response

  Date: 10/10/2022

  The address on file is **** *** **, *********, NC  *****. This is the address that statements are mailed to, not a home address.  Matco Tools is unsure why Mr. ******** is not receiving these mailings. As previously stated, statements are mailed to this P.O. Box on the 4th Friday of each month and no mail has been returned.  Regarding the emailed statements, Matco Tools suggests checking email settings and adding Matco Tools’ email as a contact to ensure emails are not being routed to a spam or junk inbox.  
  Matco Tools is unsure what else can be done to assist in this matter.  Statements are being mailed on an automated basis on the 4th Friday of every month to the P.O. Box provided by Mr. ********.  Matco Tools suggested requesting a statement be emailed if the statements are not being delivered by the USPS. It was confirmed these emails were received, but to his junk or spam folder.  Matco cannot change his email settings to control what folder emails are routed to.  Matco Tools is more than happy to manually mail a statement to the P.O. Box at Mr. ********’s request, however it is unclear if this would solve the problem as it is already scheduled to be mailed to that P.O. Box on an automated, monthly basis.

• Initial Complaint

  Date:08/29/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Misleading False Reporting This account is negligently and inaccurately reporting failing to comply to 15 USC 1681. Delete this unverified and misleading account.

  

  Business Response

  Date: 09/02/2022

  Matco Tools has reviewed Mr. *******’ account’s payment history and credit reporting history.  Although Matco Tools does not believe that the reporting was inaccurate, upon review Matco Tools agrees that the comment on Experian stating ‘unpaid balance reported as a loss by credit grantor’ could be misleading.  Since the account has been paid in full, Matco Tools has updated the status on Experian to stated ‘paid profit and loss’.
  If Mr. ******* has any other questions or concerns regarding this, he can contact Financial Services at 800-472-0012.