ComplaintsforMatco Tools Corporation

• Initial Complaint

  06/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sent in a flood light for a warranty problem. Back of light where light plugs into charger came apart. Was mailed into their warranty department with no response. I called in today June 1, 2022 and was informed light is out of warranty after it has been sitting in their possession since May 15. Matco tools is suppose to come with a life time warranty. No where on their website does it state this light comes with a one year warranty. They are falsely advertising their products.

  

  Business response

  06/06/2022

  Matco Tools appreciates ************** for bringing this matter to our attention.  Upon review, it appears that the light in question (part ******) had been discontinued as of June 5, 2020.  Additionally, the light was no longer under warranty.  Below is Matco Tools Limited Product Warranty. This is published on Matco Tools website.
  The representative who assisted ************** did not properly confirm that ************** light was still under warranty prior to instructing *********** to ship it to Matco Tool to be warrantied.  This has since been addressed with the representative.  Matco Tools apologies for the inconvenience and will be contacting ************** to inform him that a replacement part will be shipped to him for our error.
  
  MATCO TOOLS LIMITED PRODUCT WARRANTY
  Any tool or part branded with the Matco Tools (MATCO) name is warranted against defects in materials and workmanship. Matco, or one of its authorized representatives, will, at Matco's option, repair, or replace, any tool or part bearing the MATCO name, without charge, if the defective or malfunctioning tool or part is returned to Matco or one of its authorized representatives. Please be sure to include your name and address with the tool or part, and describe the nature of the problem.
  To return a product through matcotools.com you must first Register as a user. You can then Login.
  Once registered and logged in, returns can be processed through the Your Account link in the upper right corner of any matcotools.com page.
  Matco shall have no obligation pursuant to the Matco Warranty with respect to any tools or parts which in Matco's sole judgement have been altered damaged, misused, abused, badly worn, lost or improperly maintained.This Warranty is null and void if the customer, or any other person other than an authorized representative of Matco, has made any attempt to service or modify the tool prior to its return to Matco under this Warranty.
  All products sold by Matco to its Distributors are assigned a warranty code in the Matco Price List. The limited warranty provision with respect to each such product shall be the limited warranty designated in this warranty code agreement and may be amended by Matco from time to time in its sole discretion.
  Matco Tools reserves the right to make periodic changes in construction or tool design at any time. Matco specifically reserves the right to make these changes without incurring any obligation or incorporating such changes or updates in tools or parts previously distributed.
  The Matco Warranty is in lieu of all other warranties, expressed or implied, including any warranty of merchantability or fitness for a particular purpose, and sets forth the sole and exclusive remedy in contract,tort, strict liability, or otherwise. Under no circumstances shall Matco be liable for any special, incidental, or consequential damages.
  Note: Some states do not allow the exclusion or limitation of incidental or consequential damages. The Matco Warranty confers specific legal rights. The purchaser may have other rights which vary from state to state or outside ****************************.
  No Matco employee, distributor or other person, other than an authorized officer of Matco, may extend the Matco Warranty. Any such alteration must be in writing and signed by such officer.
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  MISUSED AND ABUSED PRODUCT
  Over time, Matco's hand tools and service equipment have earned a reputation for world-class quality, superior workmanship, and professional-grade durability. When properly used and conscientiously maintained, Matco tools can provide you their full lifetime of reliable service. However, this is not to say that our tools are indestructible. When subjected to intentional physical misuse and abuse, even Matco tools can break or fail prematurely.
  Matco Tools and our Matco Distributors recognize that the warranty coverage which we offer on our tools and equipment has a significant influence on your decision to purchase and use Matco products. We also recognize that the intentional misuse and abuse of hand tools continues to be a common concern to us all. As a result of both considerations, Matco has structured our warranty policies and product guarantees accordingly. While eminently fair by industry standards, Matco's Warranty reserves the right to exclude products which have been obviously and intentionally misused and abused.
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  IMPORTANT NOTICES
  Product Changes: Matco reserves the right to make changes in design, appearance and construction of any and all products listed herein without incurring any obligation in making such changes in products previously sold or transferred. MATCO also reserves the right to discontinue the availability of any products at such time as such action is considered necessary.
  Liability: Matco cannot accept the responsibility for the results of using tools which have been abused or badly worn. MATCO also cannot accept responsibility for results of using tools incorrectly or using tools which have been improperly repaired or maintained.
  Safety Tips: Matco encourages tool safety and proper tool use. We have provided various safety tips and proper tool usage tips throughout our on-line catalog. These tips are provided only as a convenience to our customers and we in no way imply that it is a complete list of all tool safeguards and precautions. We suggest you refer to the manufacturer's instructions when provided.
  
  
  
  
  

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was informed that I would be completely caught up on payments by their representative after paying $500 over the course of a month. I am now being called and asked for another $400. This is just one of MANY issues I have had with this company when it comes to changing agreements.

  

  Business response

  05/12/2022

  According to Matco Tools’ records, Mr. ******* completed an application for Matco Tools Financial Credit with a local distributor on May 7, 2019. He signed 3 contracts for the financing of professional auto mechanical tools.  These contracts were signed on May 7, 2019, May 17, 2019, and on June 19, 2019. Pursuant to the contract signed on June 19, 2019, Mr. ******* is responsible for weekly payments of $59.02, due on the Friday of each week. Consistent payments were received until November 2021.  
  On April 23, 2021, Mr. ******* set up on automated payments of $59.02 per week. On November 5, 2021, when Matco Tools attempted the scheduled payment, the payment was declined by the bank. Matco’s procedure for a declined credit card payment is to make a second attempt to process the payment later that same day.  If the second attempt is declined, Matco (1) emails the customer, (if an email address is on file); (2) calls the customer; and (3) removes the account from the automatic credit card payment process. ******* not respond to Matco Tools’ efforts until December 15, 2021.  At this day, Mr. ********* account was past due 6 weeks, for $354.12. The account representative notified Mr. ******* of his past due amount and explained that if his account was 4 weeks or more past due when Matco Tools reported to the Credit Bureau at the end of December, his account would be reported delinquent.  Mr. ******* became upset, and the call ended without him making payment arrangements.  On December 17, 2021, contact was made again.  Mr. ******* set up automated payments $59.02 per week, to start on December 17, 2021. He also post-dated two one-time payments of $83.53: one scheduled for December 24, 2021, and one scheduled for December 31, 2021. After these one-time payments and automated payments received on December 17, December 24 and December 31, Mr. ********* account was $116.30 past due as of January 1, 2022. Mr. ******* made four weekly payments in January 2022 for the minimum weekly payment amount but did not make any payments towards his past due amount.
  On February 25, 2022, Mr. ********* automated payment was declined again.  Mr. ******* did not respond to Matco Tools until April 1, 2022.  On April 1, 2022, Mr. ********* account was past due $483.19.  Mr. ******* made a one-time payment of $250 bringing his past due to $233.19. Automated payments were not resumed during this conversation. 
  On April 12, 2022, Mr. ******* post-dated a payment for April 29, 2022, for $230.  As stated previously, Matco Tools accounts age weekly every Friday. A $12.77 a late fee was applied to Mr. ********* account on April 24, 2022.   Therefore, on April 29, 2022, Mr. ********* total amount due was $482.04.  After the $230, Mr. ******** account was still past due $252.04.  No additional payments have been received.  On May 13, 2022, ********* total amount due will be $370.08.
  On May 6, 2022, Mr. ******* asked Matco Tools to review his account. He claimed that an account representative told him that the payment of $230 would bring his account current.  A supervisor reviewed the records calls. Mr. ******* was advised that during the conversation, the representative informed that the $230 payment would protect his credit reporting for April but would not bringing his account current. Matco Tools also provided Mr. ******* with his payment history.
  As outlined above, Mr. ********* account became past due in November 2021 when is credit card was declined, causing no payments to be received for 6 weeks.  This, along with an additional missed payments when his automated payments were declined in February, has caused his account to remain past due.  It appears that Mr. ******* is not taking into an account that each week another $59.02 will become due on his account.
  Collection efforts, including telephone calls, will continue until Mr. ******* is able to bring his account current. If Mr. ******* has documentation to support his claim that this accounting is not accurate, Matco Tools would be happy to review it. 

• Initial Complaint

  03/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Matco tools has refused to provide me my original contract stating that I the consumer aka the original creditor am under contract with them. As such they have failed to validate the debt and the completeness of the debt.

  

  Business response

  03/22/2022

  According to Matco Tools’ records, *** ******* completed an application for Matco Tools Financial Credit with a local distributor on January 22, 2018.  *** *******’s application was approved, and he signed Secured Contracts on January 22, 2018, March 26, 2018, July 11, 2018, and July 25, 2018.  A repossession was completed on or about September 19, 2018. The account was written off and placed with our collection’s agency on or about June 29, 2019.  Matco Tools reported to the repossession and write off to the Credit Bureau.
  Upon review of *** *******’s account, it does not appear that Matco Tools received a request for valuation of debt.  Despite the Notice of Repossession Letter sent to *** ******* on or about September 19, 2018, and telephone call attempts made, Matco Tools does not have record of contact with *** ******* from before the repossession took place until March 18, 2022.  On March 18, 2022, *** ******* contacted Matco Tools and asked if the repossession could be removed from his Credit Bureau.  The Matco Tools representative explained that Matco Tools would not remove the reporting, as it was accurate.  Notes do not show that Mr. ******* requested a copy of his contract.  Matco Tools is happy to provide *** ******* with copies of his signed contracts.  These are attached.

  Customer response

  03/23/2022

   I am rejecting this response because:
  
  The information on my credit report has inaccuracies all the way around. Which has violated the fair credit reporting act. And multiple other usc codes.  I have even asked for a pay for deletion amount and never got an accurate response. So by law they have to remove the account due to the fact they can't even report to the bureaus correct information.

• Initial Complaint

  01/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My account went past due a month or two ago and I take full responsibility for that. For weeks now, I have answered every call fielded to me by their automated system, and each time I have attempted to pay my balance only to be met with “we’re sorry, our payment system is currently down” I have also been unable to make an online account since I have been doing business with Matco and have been told over and over “We aren’t sure why you’re unable to make an account, please continue to make payments over the phone while we figure out the issue” Yet clearly I’m unable to make payments over the phone as well. I have been unsuccessful in connecting to a human agent, unsuccessful in using the automated phone payment system, and unsuccessful in making payments let alone an account to make those payments online. I believe my balance has incurred undue fees and late charges that are to no fault of my own as I have been making dozens of attempts to pay the bill that I am responsible for. Remove ALL the late fees/charges. Nobody should have to tolerate such poor customer service.

  

  Business response

  01/11/2022

  Matco Tools appreciates Mr. ******** patience while investigated his account. Mr. ******** account has been past due since September 20, 2021.  The reason for this delinquency is because Mr. ****** failed to make a payment in the month of September. Mr. ******** account was reported to the Credit Bureau as 30 days past due monthly from September 2021 to the most recent reporting in December 2021.  Although Mr. ******** account is on automated payments, he did not make up for the missed payments, therefore his account will remain past due, his credit will be affected, and late fees will be applied until his account is current.
  Matco Tools is confused on why Mr. ****** states that he was unable to make a payment to bring his account current.  There have been no issues with the phone system that lasted for an extended period as Mr. ****** suggests.    On October 12, 2021, Mr. ****** spoke with an account representative who advised him that his account will remain past due and collection efforts will continue until his account was brought current.  This is still the case.  As a courtesy Matco Tools has removed 4 late charges from Mr. ******** account.  However, his account remains past due, additional late charges will accrue monthly, and his credit will continue to be affected until Mr. ****** brings his account current.   Mr. ****** can contact an account representative at ************ Monday through Friday from 8 AM to 9 PM, Eastern Standard Time to make these arrangements.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 12/01/21, several of my classmates and I heard of a deal at Matco tools, a tool box for $27.03. Several of us made purchases as we are all students trying to build our tool collections for the real world. Those who made purchases received a confirmation email saying the order was processed but the item was on backorder. We were all excited about our recent deal when we started getting emails saying our orders had been canceled. With no reason as to why, I decided to call the customer support line. The curt man on the phone informed me "there was no way in hell we were selling tool boxes for $27". After the phone call, all of us had noticed that the money to pay for said tool box had been taken by Matco already. This is clearly a bait and switch by the company and many of us feel slighted. For students just trying to get their footing, this is a really bad look.

  

  Business response

  12/03/2021

  On Wednesday 12-1-21 it was brought to Matco’s attention that a pricing error occurred on their Tech Ed website. The price listed for a 4S 2BAY 25"PWR SCR GREEN/BLK toolbox was $27.06. 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 4S 2BAY 25"PWR SCR GREEN/BLK toolbox listed for $27.06, which was clearly an error.
  
  Mr. ********** 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. However, this is not a case of bait and switch.

• Initial Complaint

  10/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company continually says that I am late on my payments & puts this on my credit report. This happens every few months. I have to call them, get them to fix it, wait & make sure it went through for my credit score to go back up. This has affected my ability to buy a house. I had to get a special letter from them stating that it was a mistake & that I was not behind on my payments. I had to get a new car because mine kept breaking down, so I didn't have time to wait for the error to come off of my report. Now my interest rate on my car loan is much higher than it would have been if my credit score wouldn't have fallen THIRTY-FIVE points. I just got a "quarterly statement" & it says I owe $`10k. CreditKarma says I owe $8.5k. With most loans CreditKarma is behind because they have to wait for the creditor to update the system. OBVIOUSLY, MATCO Tools doesn't know how to update their system. I confirmed that I have paid $3350 in 2021, yet this statement says I have paid $1631!!!!!!!!!

  

  Business response

  10/14/2021

  Upon review of Mr. ******’s account, it appears that Matco Tools reported Mr. ******’s account 30 days past 3 times since January 2019.  Those months were September 2020, March 2021, and September 2021.   None of these have been corrected as his payment history shows that these reporting’s were accurate.  Additionally, Matco Tools does not have record of Mr. ****** contacting Matco Tools to dispute these reporting’s or providing documentation showing that these reports were inaccurate.
  Matco Tools due date is the 3rd Friday of every month.  However, Matco Tools does not report to the credit reporting agencies until after the 4th Friday of the month, giving customers a week grace period.   Since Mr. ******’s account was due for a full monthly payment at the time of the credit reporting, his account was marked as 30 days past due on his Credit Report. 
  On May 20, 2020, Mr. ****** signed a new contract.  When he signed this contract, Matco Tools was offering a promotion with new contracts, which allowed customers to delay payments for 3 months to due to the Global Pandemic.  Payments were to resume on August 18, 2020, per the terms of the May 20, 2020, contract.  However, Mr. ****** did not make a payment until September 28, 2020.  When Matco Tools reported to the Credit Bureau on September 26, 2020, Mr. ****** was due for more than a full monthly payment and that was reported to the Credit Bureau.
  Mr. ****** did not make a payment in the month of March 2021.  A payment was received on February 22, 2021, and not again until April 27, 2021.  Matco Tools reported to the Credit Bureau on April 3, 2021, for March 2021, and at that time Mr. ****** was due for more than a full monthly payment and that was reported to the Credit Bureau. Mr. ****** did not make a payment in the month of September 2021.  A payment was received on August 6, 2021, and not again until October 8, 2021.  Matco Tools reported to the Credit Bureau on October 2, 2021, for September 2021, and at that time Mr. ****** was due for more than a full monthly payment and that was reported to the Credit Bureau.
  If Mr. ****** has records showing that the above information is not accurate, he can provide that to Matco Tools for further review.  However, at this time Matco Tools cannot change the credit reporting as it was reported correctly, according to our records.   Matco Tools also wants to state that calls were made to Mr. ****** advising him that his account was past due, and his credit was at risk.  Mr. ****** unfortunately did not respond to these efforts before his credit was affected.
  Records show that Matco Tools received $2,108.70 in payments as of October 14, 2021.  This only includes payments made towards Mr. ******’s account with the corporate office. If Mr. ****** has an account with a local distributor, these payments would not be included in this number. 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 records of distributor’s accounts and accounting. 
  Matco Tools accounts are front loaded with interest, meaning that all the interest is placed on the account at the beginning of the loan and listed on the final balance on contracts.  However, if the customer pays off the account early, any unmatured interest will be removed.  When Mr. ****** noticed that there is a difference in the balance on his statements versus that on CreditKarma, he saw the difference between the full balance, including unmatured interest and the payoff amount, when the unmatured interest is removed.  Statements show the full balance with all of the interest included while Matco Tools only reports the balance with the matured interest to credit reporting agencies.
  As previously stated, Matco Tools has done a full review of Mr. ******’s account and does not see anything to suggest that the credit reporting’s, payment history or balance is not accurate.  Mr. ****** can contact Matco Tools Financial Services at 800-472-0012 if he has receipts or documentation to show that Matco Tools records are not accurate.

• Initial Complaint

  10/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  While I was employed we had a Matco rep that would come to the job, his name was *****. Without warning we got a new Matco tools rep that took his place, his name is *****. One day I went thru my receipts after wondering why my balance on my Matco account wasn't as low as I expected. I then noticed that on July 8, 2020 Mr. ***** made an unauthorized charge for $**** for an item I did not purchase. I brought it to the attention of the new Matco rep Heath Lyons. Mr. **** stated he would speak to the owner of the tool truck and let me know what he said. After many conversations w/ Mr. **** thru texts and in person conversations he finally stated that the owner said he would refund the unauthorized charge of $**** to my bank account. I have sent multiple texts messages to Mr. **** from Feb to June 2021 asking when I would receive my refund. Mr. **** never responded. I haven't heard from any Matco rep and I'm still waiting for my $***** refund.$***+$***

  

  Business response

  10/19/2021

  Upon review, it appears that Ms. *** has a truck account with a local distributor and 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 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.

  
  Matco Tools contacted the local distributor to ensure that he was aware of this situation.  It is the distributor’s position that the charge was authorized, and Ms. *** received the item as outlined on the receipt.  If this is not accurate, Ms. *** should contact the distributor to discuss this matter directly with him.  Unfortunately, Matco Tools corporate office is unable to speak as to this matter as we are not privileged to business records relating to truck accounts, between a franchise and customer, such as this one.

• Initial Complaint

  09/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I filed bankruptcy approximately 4 months ago and set up an affirmation agreement to pay Matco Tools weekly and I then set up automatic payments to be taken out. After my bankruptcy was completely finished apparently they stopped taking payments unknown to my knowledge. They are now threatening to report delinquencies to the credit bureau and they will not come off of my record for seven years and I literally just filed bankruptcy. It's not my fault that they decided to stop taking payments and I didn't find out until a month later. The customer service representatives are extremely rude and inconsiderate and do not want to help with anything. I don't believe that I should be forced to pay $200 right now to avoid my credit being hurt because of their mistake.

  

  Business response

  09/30/2021

  Matco Tools reviewed ******************** account.  Matco Tools has not reported anydelinquencies to the *************.  ****. ******** sees any delinquencies, he should file a dispute with the CreditBureau so Matco Tools can correct it.
  It appears that when ******************** bankruptcy finalized andhis reaffirmation rescission period was over, Matco Tools updated his contractterms to reflect the reaffirmation agreement ******************** signed during hisbankruptcy. This occurred on August 5, 2021.  When this occurs, because the terms of the contract change, any automatedpayments are suspended pending the reauthorization on the customer.  ******************** was emailed on August 5, 2021,advising him of this. The email instructed him to contact Matco Tools FinancialServices to resume payments.  ******************* attached a copy of the email to his complaint; therefore, heacknowledges receipt of the email.  MatcoTools also attempted to contact ******************** numerous times by phone to discusshis account and to resume his payments.  However, ******************** did not answer the phone or respond to voicemessages.  
  On September 27, 2021, contact was finally made. It appearsthat ******************** hung up on the account representative when she attempted toassist him. On September 28, 2021, contact was made again. ******************** arguedwith multiple account representatives and would not let them assist him. OnSeptember 29, 2021, ******************** made a payment to bring his account currentand set up weekly, automated payments.  Atthe end of September, Matco Tools will report to the ************* that ******************* account is current. 
  Matco Tools does not see any wrongdoing.  ******************** has acknowledged that he choseto ignore email notification that his payments were suspended. Phone logs showthat phone calls were attempted, however ******************** ignored these calls untilSeptember 27, 2021.  Matco Tools isunsure what else they could have done to assist ******************** if he chose todisregard their email and calls.   Additionally,******************** did not monitor his bank account to ensure that his weeklypayments were coming out of his account. As previously stated, Matco Tools hasnot reported any delinquencies to the *************.  ******************** should file a dispute with theCreditor Bureau if his records show something different.  

• Initial Complaint

  09/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Matco tool set off the Matco truck that came to the ********* I was currently working at. I ended up not needing the tool so I returned it unopened for a full refund. At the time the refund instantly went to the debit card I had linked to my Matco tool account, however I had just canceled the card a few days prior and informed the dealer of this after the refund was conducted. The dealer told me he would need to write a check instead and would send it in the mail. I moved to another state shortly after that but had my mail forwarded to my new address. A month passed and I received nothing. I reached out to the dealer and he said he hadnt sent the check but would send it ASAP. A few weeks pass and still nothing. I reached out again and the dealer said he had sent the check a week prior and it should be arriving any day. More weeks passed and nothing. Ive tried contacting the dealer since then and I have not received a response.

  

  Business response

  09/30/2021

  Matco Tools appreciates ********************************* this matter totheir attention.  Matco Tools contactedMs. ******** distributor to review this matter with him.  According to the distributor, he issued theinitial check on or about June 14, 2021, however ****************** informed him thatshe did not receive it.  The distributorreissued the check on or about August 25, 2021, however it was returned becauseof a bad address.  Matco Tools advisedthe distributor to contact ****************** to confirm her address.  It is Matco Tools understanding that thecheck was reissued to Ms. ******** corrected address on September 28,2021.  Matco Tools asks ****************** tocontact them at ************ if she does not receive the check.

*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. ↩