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:04/23/2025

  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 2021, we contracted and paid a deposit with Matthews Specialty Vehicles to build a coach for us. After 4 years and no work on coach, we asked for the ***** to be returned and refund given of for the difference of the coach shell and deposit. We received the coach shell with no work performed after 4 years and have not received refund after months. We do not want assistance with collections, but want to file a complaint as Matthews has not honored any of their promises. We will be contacting a local collection agency for the refund.

  Business Response

  Date: 05/01/2025

  To whom it may concern,

  Matthews Specialty Vehicles received notice from our customer regarding the delayed refund payment on April 10th via email stating that if payment is not received by 4/25/25 they would be turning us over to collections. Upon receipt of that email, Matthews was operating with the intention to have the refund processed and received by the customers imposed deadline of 4/25/25. To which Matthews did pay the refund and sent it via overnight delivery and payment was received on 4/25/25. Unfortunately our client proceeded to turn us over to collections, submit a claim to the BBB and posted a review on Yelp on 4/23/25, 2 days prior to the requested deadline.  I understand our clients frustration regarding the manufacturing delays and we tried to offer an amicable solution to resolve their concerns. Since the payment has been made and the project has been closed out I am hopeful that the BBB complaint can be closed as well. If you need additional information please let me know.

  Thanks,

  ****** ******

  Customer Answer

  Date: 05/01/2025

   I am rejecting this response because:
  Other companies need to know that Matthews will make promises to handle transactions that they don't intend to fulfill.  We did not receive any communication from Matthews' ****** ******, CEO, about a check being processed until after the collections agency contacted her regarding payment and we filled the complaint with the Better Business Bureau.  Matthews only responded and handled our issue until after we escalated through a collection agency and Better Business Bureau.  ************************** (***) went for 4 years being told that a coach was being built with false promises.  After signing a termination agreement with a refund due, *** was told we should expect payment between 30 - 45 days.  78 days later after multiple emails asking for payment, we only received the payment when outside parties were involved.  *** is still waiting on funds from collection agency as Matthews would not wire the funds to the collection agency per their request.  ***************** will not release funds as Matthews has a negative credit profile with the collection agency and they are holding check to make sure that it will clear before remitting our funds.