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:03/29/2024

  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 ordered a tool cart which was misrepresented on the website. I contacted customer service and they are unwilling to help. The tool cart was supposed to arrive with four swivel casters but it arrived with only TWO swivel casters and two non-swivel casters. The casters were also supposed to be 5” but arrived as 6” which makes the cart 1” taller than advertised. This doesn’t seem like, but I am unable to use the cart as I need to due to the added 1”. I have e-mailed and spoken to two customer service representatives and e-mailed the president of the company with no help.

  

  Business Response

  Date: 04/17/2024

  Matco Tools appreciates *** ******** patience while this
  matter was reviewed.  It has been
  reported that *** ******** local distributor provided him with a credit needed
  to purchase the necessary casters and a power strip to thank him for his
  patience and for being a valued customer. 
  Should he need further assistance he can contact Matco Tools at *********** ***************

• Initial Complaint

  Date:03/19/2024

  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.

   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.

  yes, I was finally contacted by a Matco customer service rep on 3/21/24. She had told me that the district manager had directed her to send me a new impact which was good to hear, its more than what I was trying to get back. Still no clear explanation on what happened to the original one. I am satisfied with what they finally did. Though I am not happy with how long it took and the time I spent and just that it had to go this far in order to resolve this situation. Or getting back something that belonged to me.  Now I'm just worried about what to do with the hundreds of other tools and box I invested in from Matco if they break and need replaced or repaired under a warranty. I don't want to go through this again and i doubt me and the distributor of my area will be doing business again. Anyways I'm glad this is resolved thank you Matco tools rep for the tool and thankyou better business bureau reps for the help.

  surgery, so I am told. The guy that is filling in for him has told me the same thing and still no answer on the location of my tool. so About 3 weeks ago I finally had enough and told the guy that I wasn't going to buy another tool from them instill I get my tool back, well since then he has been avoiding my shop and calls. I have seen him drive by the shop through our parking lot leaving the business next door. So, with the help of the business next door, I was able to track him down to ask about the gun, that day he was rude to me and simply didn't care, I have talked to several reps and just get passed to the next person. No body can tell where the gun is & forward my info to someone else the way Matco tools as a company has been handling this situation is very unprofessional. I have emails of what I have been going through and what they have told me. I don't owe them, I have spent at least ****** dollars on their products always paid in full,

  

  Business Response

  Date: 03/21/2024

  Matco Tools appreciates ******************** bringing this matter to our attention.  Upon review, Matco Tools agrees that this warranty claim was not handled up to our standards.  ******************** has been contacted by Matco Tools *************************** and informed that Matco Tools will be shipping him a new, replacement impact wrench, part number MT2779G. The part will be sent via expedited shipping and is expected to be delivered to ******************* on Monday, March 25, 2024. If ******************** has any additional issues regarding this, he can contact Matco Tools at 866-BUYTOOL *************).

• Initial Complaint

  Date:03/18/2024

  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.

  Im not liable for this debt with Matco Tools. They did not provide me with the original contract as I requested.

  

  Business Response

  Date: 03/21/2024

  According to Matco Tools’ records, Mr. ******* completed an
  application for Matco Tools Financial Credit with a local distributor on
  November 19, 2018.  He entered into two
  contracts: dated November 26, 2018, and December 3, 2018.  According to his contract dated December 3,
  2018, Mr. ******* is to pay $23.29 per week. 
  Copies of the signed contracts are attached.
  Inconsistent payments totaling $789.08 were received.  The last payment was received on June 16, 2020,
  and the account charged-off on January 30, 2021, after 6 months had passed with
  no payments. Mr. ******* received statements from December 2018 until January
  2021 when the account was charged off. Telephone call and collection letters
  were also sent to Mr. *******.  During
  the phone calls between Mr. ******* and his account representative Mr. *******
  never requested validation of the debt and never suggested that this account
  was fraudulent.
  Matco Tools has reviewed Credit Bureau disputes received
  through E Oscar. Matco Tools shows disputes were received from Mr. ******* on February
  27, 2024, and March 8, 2024.  Matco Tools
  replied to these disputes on March 21, 2024, and March 24, 2024.   Matco
  Tools does not have record of any other dispute or request for validation being
  received.  If Mr. ******* has any
  additional concerns regarding his account, he can contact Matco Tools at
  ************. 

• Initial Complaint

  Date:02/14/2024

  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.

  They are lying i have messages of me trying to fix the issue. I have sent multiple videos proving the tools to be the cheap quality one and the used tool. How can i send u proof of all the messages u will see both sides. I have also given the online order # (online reciept of purchase) to **** through message an he never responded. Hows it my fault. Is it?a email saying a team of ups employees will make sure my tool get to me. My package got to me. Now that i recieved my tools i got rusty extension sets, i paid for opti torq and they gave me adv which is a cheaper socket, i want what i paid for. they didnt send the breaker bar i ordered, it was a mess. And now i contacted **** *********** and his boss plus **** ****, customer service and to no result, i seen **** **** at school, he tells me to message him later, i do and no answer for days so i called an **** **** starts by demanding reciepts and he was being rude, after a while i realize he thinks i didnt get my tools. i tell him i did. first thing he tells me is ''why you calling me than'' i tell him about how they sent me adv (cheap) when i paid for opti torq ( good one) he says for me to trade them with snap-on tools. i tell him i just want what i paid for thats it, he demands a receipt so i sent him the online receipt number and date of purchase. now im not getting a response.

  

  Business Response

  Date: 02/19/2024

  *** **** contacted Matco Tools Customer Service Department
  after realizing he left his apartment number off his online order.  The representative explained to him that he
  would need to contact UPS to update the address as his shipment had already
  left Matco Tools warehouse. Unfortunately, *** **** did not like this response.
  If an order it not deliverable due to an incomplete address, Matco would have
  to wait for the order to be returned to the warehouse for it to be
  reshipped.  Matco Tools apologizes for
  this delay, however it was not Matco’s error that the apartment number was left
  off *** ****’s order.
  *** **** spoke with Regional Manager **** **** when *** ****
  visited *** ****’s school. *** **** approached him for help concerning his
  order.  Because *** **** placed his order
  online and not through *** ****, *** **** was not familiar with *** **** or his
  order. *** **** met *** **** on a Tuesday and provided *** **** with his
  business card.  He explained to *** ****
  that he would be traveling for business the remainder of the day and following day
  but would be available the following Thursday to review *** ****’s order. *** **** asked *** **** to send him a picture of his receipt so he would be able to
  review the matter.   According to Mr.
  ****, conversations with him and *** **** went in circles and *** **** hung up
  on him when he was unable to provide answers without the requested receipt. Mr.
  **** is still waiting for *** **** to provide him with a copy of his receipt so
  he can confirm what was ordered.  Once
  *** **** provides this, *** **** is happy to investigate this matter and
  provide him with the correct items if *** **** did not receive what was
  ordered.  Also, *** **** should provide
  pictures of parts that he is claiming are not in new condition.  To date *** **** has not provided anything to
  support his claim that he received old, rusty parts.
  *** **** will be traveling starting on February 24 and he
  will not be available for 2 weeks. *** **** is more than happy to review this
  matter and assist *** **** if he can provide a copy of the receipt before he
  leaves.  Otherwise, he will be more than
  happy to assist upon his return. 

  Customer Answer

  Date: 02/16/2024

  I just recieved a email saying matco tools sent me a breaker bar tool that i had tried to order months ago, they charged my credit card, i didnt say it was ok. **** **** said i would have to reorder it,i never reordered it, so why is my credit card being charged?, They still sent this tool to a incorrect address also. Same problem as last time, why?, did they not correct the problem? I told ***** the correct address. Also there willing to sell me more stuff but not fix the current problem which is the used and cheap tools they gave me when i paid for new good quality tools. Also still have not heard from matco. Need to talk with matco ceo please.

  Customer Answer

  Date: 02/20/2024

   I am rejecting this response because: Matco tools has gave aunprofessional and untruthful response. the claim my address is wrong and its all my fault. If matco looks on my account they will see its correct. So why did you send me a breaker bar just the other day knowing the address is wrong? ***** even said my address is wrong! **** told me that after 30 days the backordered item has to be reordered. So who gave matco tools permission to charge my credit card? who reordered it? I want a receipt showing i reordered the breaker bar to go to a incorrect address after all the issues im having now with matco. Matco has said i didn't provide proof of my claim. I sent a video to matco and it had proof of receipt, used socket, cheap adv socket, and the proof of rust. i sent that same video multiple times and even in HD. Matco has gave nothing but excuses while I'm still showing proof. I messaged multiple matco employees and even called and emailed them giving proof.Can Matcos please provide the attempts of trying to get back in touch with me and help a customer out. Thank you. ill send some proof of my attempts please see attachment. Also i sent **** proof of online receipt gave **** in a message the online order# (online receipt) and date of purchase. Whoever is writing comments for matco is not looking into the matter thoroughly being complete unfair and dishonest in the matter. thank you for your time and please see attachments if you need more attachments of proof i have it just reach out.
  
  
  

  Customer Answer

  Date: 02/21/2024

  [BBB transcription via email, see attachments]

   

    Matco tools has responded with an unprofessional response which is also untruthful. Matco states I have not shown proof of my claim, which i did and have proof (see attachments). I sent a video to matco January 10th and 11th, proving what matco is claiming in their response to be false. The video i sent to matco January 10th and 11th has footage of the receipt, used socket, cheap socket(adv) and the proof of rust presence on the tools. Can matco please provide proof of Matco's comments that I have not reached out proving my claim? i have proof of a video and messages that prove everything I said to be truthful. I will attach the messages. I also went above and beyond and kept trying to fix the issue, i contacted matco multiple times, so how is it my fault if I'm the one who's trying to show proof and contact matco and fix the problem? Because I'm a naive student i should accept the loss? I also will show proof i did reach out to **** with the proof of online purchase i sent him the date of purchase and the online order#(online receipt). **** has not messaged me or tried to contact me since, still waiting from matco for a response. Matco has responded claiming that i did not provide the correct address. If matco looks on my account, they will see it states the correct address. So why did you send me a breaker bar that's supposed to be reordered after 30 days on backorder?, **** said if somethings on backorder longer than 30 days it will not send and must be reordered? Who reordered it and charged my credit card? also, matco has not fixed the issue with the wrong address, Matco has sent the breaker bar to the same incorrect address. Tell me how please?, ***** clearly stated the address was wrong! so why send tools to an incorrect address? please help make sense of this. After all these issues with matco why would I buy more tools without fixing the problem I have with matco tools already? Matco needs to step up and take full responsibility and replace the tools. I have provided in attachments, proof, something a customer shouldn't have to keep doing multiple times for this long.(Thank you, BBB, for this platform).

  Customer Answer

  Date: 02/20/2024

  i have sent a response through bbb with the complaint # was having problems sending sorry. if i need to do it over its okay just let me know, thank you. also i attached some proof of me trying to get help and with the proof they asked for.

  Customer Answer

  Date: 02/21/2024

  **** is now saying he needs more proof. i sent matco (**** ***********) the video containing proof of reciept (it show the reciept)they just dont stop. There trying to make it difficult for me to return the used and cheap tools they sold me. I have given matco everything they could possibly want to make it right.Im just asking for customer service thats it. **** is not being professional, and keeps saying rude comments. I will not deal with him due to his disrespectful manner in this Situation. Matco i have been patient since last year december. And since than ive been showing proof after proof and no one has done a thing. If bbb can assist with me uploading the video it will contain proof of reciept, used socket and the cheap adv socket when i paid for opti torq. Also if matco can go onto my account and get my credit card info to charge my credit card last week than how come matco cant see the same receipt that backordered item is on? Also why did you send a breaker bar to a wrong address knowing its wrong? Does matco do this to everyone that has a problem with tools?

• Initial Complaint

  Date:01/02/2024

  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.

   I am rejecting this response because:
  
  
  That does not represent accuracy on my credit report, I have an email saying I am approaching 90 days past due, but you guys (matco tools) just openly admitted I am only behind for december.......MY credit report shows I am 30-59 days late, which as also you just admitted, I am not, if further payments are to be made I am requesting adjustments in accuracy to my credit report and no further calls EVERYDAY and emails multiple times a week. That is why I only made 1 payment in December. Once I found out my account was inaccurate, I believed I was being scammed by the rep. Thanks

  

  Business Response

  Date: 01/04/2024

  Mr. ******* applied for Matco Tools credit on or about April
  5, 2023. He entered into three contracts dated April 5, 2023, April 19, 2023,
  and April 26, 2023. According to his contract dated April 26, 2023, Mr. *******
  is to pay $19.21 per week. Mr. *******’s minimum monthly payment is $83.18.
  Unfortunately, Mr. ******* did not make payments in the
  months of July 2023, August 2023, or December 2023. Mr. ******* made payments
  totaling $30 in October 2023. Mr. ******* made payments totaling $100 in
  November 2023 and $200 in September 2023. 
  As of December 30, 2023, Mr. *******’s account is 10 weeks past due.  The last payment was received on November 29,
  2023.
  Matco Tools has reviewed the payment receipts provided by
  Mr. *******.  These payments have been
  applied to his account.  The reason for
  Mr. *******’s past due status is because of the payment history outlined
  above.  Matco Tools is happy to review
  any further proof of payment Mr. ******* wishes to provide, however base on the
  information provided by Mr. ******* his account status is accurate.
  Mr. ******* can contact Matco Tools at ************ to
  discuss his account further and to see if there are any deferment programs
  available to him.  

  

  Business Response

  Date: 01/05/2024

  Matco Tools apologizes if our response was not clear.  However, Matco Tools did not state that the
  account became past due in December 2023. The comment regarding his past due as
  of December 30, 2023, was to provide the current status of his account.
  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. As outlined in our response, Mr. *******’s account
  first became past due when he failed to make a payment in July 2023 and August
  2023. Because of this, his credit was negatively affected in August 2023 as at
  the time of the reporting his account was past due 4 weeks or more.  He made a payment in September 2023 to bring
  his account within 4 weeks past due, so his credit was not negatively affected
  in September 2023.  However, as outlined
  in our response, a full payment was not received in October 2023 and his
  account has been past due for 4 weeks or more since October 2023. Matco Tools
  has accurately reported this to the Credit Bureau.   
  Matco
  Tools expects Mr. ******* to make payments per the signed contract.  Unfortunately, his account is past due and
  Matco Tools, like all creditors, reports the status of the account accurately to
  the credit reporting agencies.  If he
  does not believe that the above-mentioned payment history is accurate, he can
  contact Matco Tools Financial Services at ************. However, Mr., *******
  has yet to provide any information to suggest that the accounting according to
  Matco Tools’ records is not accurate.   

  Customer Answer

  Date: 01/05/2024

  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:12/12/2023

  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.

  The District Manager has reached out to me.  There is a resolution pending.

   

  Thank you
  

• Initial Complaint

  Date:12/07/2023

  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.

  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.

  

  Business Response

  Date: 12/13/2023

  Matco Tools has reviewed the call between Ms.
  *********-****** and them from October 24, 2023. Ms. *********-****** called to
  speak with an account representative regarding past due. She advised that she
  received a new card and forget to contact Matco Tools with the new card
  information, so her Matco Tools account became past due. On that day, her
  account was past due $341.95. Ms. *********-****** said she was unable to pay
  her past due amount and said she would be able to make a payment the following
  week. Her account representative informed her that Matco Tools would be
  reporting to the credit bureau on Friday, October 27, 2023, and her credit
  would be negatively affected if she didn’t pay a portion of the past due by
  then.  Ms. *********-****** offered a
  payment of $100.00 to process on October 24, 2023.
  Ms. *********-****** did not ask her account representative
  that this payment would protect her credit and unfortunately her account
  representative did not inform her that this payment was not large enough to
  protect her credit from receiving a late mark. Due to this confusion, Matco
  Tools has removed the 30-day late mark from Ms. *********-******’s credit
  report as a courtesy.
  Ms. *********-****** made her final payment on November 21,
  2023. She made the payment online and did not call in to lock in a payoff.
  Therefore, her account was overpaid. Matco Tools has requested that Ms.
  *********-******’s refund check be expedited; Ms. *********-****** should receive
  the refund check shortly.  

• Initial Complaint

  Date:11/28/2023

  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.

  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

  Date: 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

  Date:11/17/2023

  Type:Sales and Advertising 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 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

  Date: 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

  Date:10/18/2023

  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.

  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 toolskeep 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

  Date: 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 Answer

  Date: 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