Complaints

This profile includes complaints for Matthews Auto Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Matthews Auto Group, Inc.

  3721 Vestal Rd Vestal, NY 13850-2228

• 

  Matthews Auto Group, Inc.

  3013 Old Vestal Rd Vestal, NY 13850-2011

• 

  Matthews Auto Group, Inc.

  3733 Vestal Rd Vestal, NY 13850-2228

• 

  Matthews Auto Group, Inc.

  3733 Old Vestal Rd Vestal, NY 13850

• 

  Matthews Auto Group, Inc.

  2100 Vestal Pkwy E Vestal, NY 13850-1945

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:01/31/2025

  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.

  This all occurred between 1-29-25 & 1-31-25.
  
  VIN# *****************Stock# ****** I put down a deposit, signed a purchase agreement, insured the vehicle, took out a bank loan, provided all registration, insurance, license and other personal information and then was told the car was sold to someone else.
  I was then contacted by Heather T*** (************) from the sales team and rudely offered an older model for the same price.
  I found the same year vehicle in their inventory with the same options (8,326 miles less) and asked them for a specific performance remedy of selling me that vehicle for the same price and was told they were unwilling but provided me a lower tier model.
  Please do not allow this fraud to go unpunished.  

  Customer Answer

  Date: 02/21/2025

  At this point I have tried to work with the company to find a suitable outcome however the General Manager, Michael C*******, would not work with me other than admitting that a "mistake" (Breach of Contract under Uniform Commercial Code and Bait and Switch Fraud under New York General Business Law Section 349 'Deceptive acts and practices unlawful') was committed by Matthews Auto agents.  He continued his profit seeking approach and attempted to sell me more expensive vehicles. I am not interested in purchasing a vehicle from Matthews as I have lost trust in the organization.  What I am seeking is a complimentary ****** Protection Plan on a CPO ******* purchased elsewhere (so that I can have the vehicle serviced elsewhere as well).   

  Business Response

  Date: 03/18/2025

  Please see all attached documents, not only did we admit our mistake but we gave him numerous options to make it right which he refused. Please close this case. Michael C******* Market General Manager

• Initial Complaint

  Date:01/06/2025

  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.

  I orginally reached out regarding my 2010 ****** ******. It needed inspection but before I even did that I called and spoke to a service technician at Matthew's ******. Explained the car was older and I was not sure I should even invest any money into it. I spent 10 minutes on the phone and it was decided that I would use their service where you would pay them to look at the car as if you were talking a used car you were considering purchasing into them.
  
  Based on their advice I did this and then proceeded to go ahead with the inspection process. I spent an additional $2,300 on brakes with Matthew's... car gets inspected ...
  
  Had brakes, calipers etc replaced on 7/15 $2,342.54.
  
  8/21/24 car wouldn't start and was towed to a local service station. Sparkplugs replaced $774.78
  9/18/24 car stalled out again - towed to local service station. Starter $161.94 - the owner only charged me for parts not labor because he felt bad for me.
  10/29 car impossible to steer - towed to local service station. Rack and Pinion steering shot. $1,298.04
  11/26/24 car won't start again - towed to Matthew's ******.... at this point they look at the car and inform me that its the head gasket.
  
  I really feel that if they had been honest with me back in June I would not be out $5,000 - still need a new car - not have been breaking down every few weeks. I could have shifted that money to a new used car.

  Business Response

  Date: 01/30/2025

    We did not sell this car to the customer; they bought it elsewhere and brought it to Matthews ****** for a mechanical evaluation in July of 2024 by the complainant's daughter.  After evaluating the car and discussing the findings with the complainant it was agreed upon to take care of the NYSI requirements which included a complete overhaul of the brakes - pads, rotors and calipers, as they were all seized.  In addition, the car needed an air flow sensor to clear a check engine light, and multiple indicator bulbs replaced.  Otherwise, it appeared to be in proper running order for a 14-year-old car with 141,000 miles on it.  There was no obvious indication that the electrical system or steering system was a pending failure.  That said, there is always that risk, and any multitude of other possibilities of failure for any 14-year-old car with 141,000 miles.  Matthews, in good faith, evaluated the car and hoped, as the complainant did, that the car would serve them well moving forward. Five months later, in December 2024 , the car was towed to us for a non-start issue.  It was only at that point that the complainant informed us of the additional issues they had had with the car.  Unfortunately, the no-start condition was due to a blown head gasket, an expensive repair that would exceed the value of the car.  We attempted to find a replacement vehicle for them from our inventory, but the complainant would only consider a transaction if we refunded the $2,342.54 she paid for the repairs from 5 months prior.  The repair work performed by Matthews ****** was done so professionally and in good faith.  None of the repairs we performed failed in the following 5 months and her request for a refund was refused by General Manager Matt Parsons.

• Initial Complaint

  Date:12/12/2024

  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 bought out my lease on my 2021 *** ******** from Matthews Kia in Schenectady. A few weeks later my transmission went, I brought it to *********** *** to be fixed because Matthews said they wouldn't be able to get me in for weeks. My car was at *********** *** from May to August. Now on October 30th a few months later my cars engine overheating light came on. I had it towed to Matthews Kia where I purchased the car. They said it was the radiator and thermostat and it would not be covered by warranty. I reached out to *** ********* to see if they could help me with their goodwill assistance program. All they needed from Matthews was the work order so they could put the cost on my application. They called and emailed them numerous times over 2 weeks and nobody responded, they spoke to someone once at Matthews and they told them my car wasn't there which was false and delaying the process even further. It is now December 12, I still do not have my car. Every time you call they can't tell you if your car is being worked on and then they said someone will call back and then nobody does. I'm a working mom of four and we have only had my husbands truck which can't even hold us all for this extended period of time. Matthews has terrible communication and I'm beyond frustrated with them.

  Business Response

  Date: 01/07/2025

  Please see attached  Michael C*******Market General Manager

  Customer Answer

  Date: 01/08/2025

  I got an email saying the Company responded.  The companies response was please see attached and there is nothing attached.  I can't respond to it if they didn't even say anything. 

  Business Response

  Date: 02/05/2025

  Customer ***** ********-2021 *** ********.  Customer came in 10/31/24 miles: 87097 with concern that the vehicle was overheating and leaking coolant.  Tech found radiator and integrated thermostat leaking coolant.  Advised customer that both would need to be replaced to start, possible there is more damage due to customer driving vehicle overheating.  Tech replaced leaking radiator and integrated thermostat at customer request.  Tech pressure tested and road tested vehicle 11 miles.  No leaks detected at that time and vehicle operated as designed.  Vehicle is out of manufacturer's warranty (5 yrs. or 60,000 miles) whichever comes first.  Customer paid invoice and took vehicle.  

• Initial Complaint

  Date:12/11/2024

  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 took my 2015 *** to Matthew Kia in March of 2024 for a recall item and ask it I could have my 4 wheel drive diagnosed and a quote for the work done. 177.07 it was diagnosed. I bought the car back at the end of Sept to have my 4 wheel drive fixed and paid 1699.84 thinking my 4 wheel drive was fixed and when we got the first snow storm I went to use it and I could not use it at. I had to be towed up my driveway. So I called first thing Monday and they scheduled me for Dec. 11, 2024. They said the transfer case was stripped out. How does that happen if you have it fixed and go to use it once and it don't even work. Well they refused to to anything to make it right. I cannot believe I paid 1699.00 for nothing plus the diagnose fees. So I picked up my car and still no 4 wheel drive. I tried to to do to thing the right way and I always seem to get screwed.

  Business Response

  Date: 01/07/2025

  Please see attached information regarding **** ******.   Customer **** ******- 2015 *** ******* Customer came in 9/25/24 miles: 116233 with concern that the 4 wheel drive was not working.  Tech found code for rear wheel coupler/actuator shorted internally.  Tech replaced the coupler and tested 4 wheel drive operation while vehicle was on the lift.  4 wheel drive was operating as designed.  Tech cleared code and road tested vehicle.  Customer came back to our dealership on 12/11/24 miles: 118441 and stated the 4 wheel drive was not working.  Tech found transfer case stripped internally, advised replacement of transfer case.  Customer declined repairs.    Michael C*******   Market General Manager 

  Customer Answer

  Date: 01/08/2025

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  
  
  
  Regards, 
  
  
  
  **** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/09/2024

  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 bought a new car from them and they automatically added their rewards program to the bill. It says I can cancel within 5 years, and I called them right away. I've called them 7 times over 5 months, and they keep saying they are refunding me, but they never do.

  Business Response

  Date: 12/30/2024

  The money was refunded to the finance company, see attached check 

  Customer Answer

  Date: 12/30/2024

  I paid off my car in full back in July, and asked matthews for a refund back then. Their check is dated December, only after I filed a complaint. Due to their negligence, my refund is delayed by 5 months. They should be ashamed of themselves! 
  
  ******* ****

• Initial Complaint

  Date:09/10/2024

  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.

  While I was visiting my mom in Florida, my wife and best friend dropped off our car for service on Sunday August 25, 2023. When I picked up the vehicle the windshield was cracked from top to bottom. I informed the service department that the windshield was not cracked when it was dropped off. I was then informed the ******* technician noted that it was broken when they went to service the vehicle. I asked them to check their cameras since my wife parked in the very front of the dealership with vehicle facing the dealership. They told me to just file a claim with my insurance and that they didn't have time to check the cameras. I told them that if my car didn't already have mechanical issues with the transmission that I would have left it at the facility until it was repaired. I trusted them with my vehicle and they simply passed on one of their mistakes with no apology or accountability. The dealer should pay me the cost to repair the windshield, $595.26, since my insurance will not cover it.

  Business Response

  Date: 09/25/2024

  On August 26th 2024 **** ******** vehicle was pulled into the service department and checked over for a New York state inspection. The technician noted that the vehicle failed the safety portion of the inspection due to a crack in the windshield among a multitude of other safety related issues. **** was notified of the failure via phone the same day. He requested we complete the campaign on the vehicle that we informed him about.  When he came to pick the vehicle up, several days later, he requested we check the cameras since friends of his had dropped the car off on a Sunday when the facility was not open. The cameras were check and there was no occurrence where there was any outside influence on the vehicle while it was parked at the facility. The windshield has to much glare on it in the videos to determine if there is a crack in it or not.   

  Customer Answer

  Date: 09/25/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  Since the dealership brushed off taking responsibility and denied my request to view the video footage with them when I picked up my car, along with my second request to review video footage in the filing of my complaint with the BBB, I do not believe the dealership is being honest.  My appointment was scheduled for Tuesday, and the dealership authorized the drop off on the Sunday before.  This is a fact, as I called the dealer to see if I could drop the vehicle off on Friday, which they said no, the earliest would be Sunday.  Just follow the directions to leave the car. Someone at the dealership knows the truth and that they're responsible.  For certain, I know my wife has integrity and would have informed me, and the dealer, if the front windshield was broken when she dropped off the car. Being that the vehicle was parked in front of and facing the dealership from Sunday afternoon until the dealer worked on the vehicle the upcoming Tuesday, that's quite a bit of video footage to review that most certainly doesn't all cast a glare on the windshield. 
  
  Regards, 
  
  **** ********

• Initial Complaint

  Date:09/09/2024

  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.

  Transacted June 25, 2024. Problems:
  
  1) We never discussed me purchasing Extended Warranty ($3999). It was part of the paperwork. Had we discussed it, I would have refused it. Cancel and refund.
  2) Salesman misled me by claiming in addition to the $7500 Federal Tax Credit for EV purchase, I would be receiving an additional $7500 Manufacturer discount-- total $15000-- when in fact my Federal Tax Credit was merely transferred to Matthews. FRAUD.
  3) They never asked if I would be using my old license plate. Instead they purchased a new plate for me that I do not want. To this day they have yet to comply with my request to transfer my old plate to my new car, a function that must be included under additional charges on the pink slip. Refund the cost of the plate, plus the additional year registration for my defunct car that I lost the opportunity to have ******* refund due to their negligence.

  Business Response

  Date: 09/26/2024

  There were discussions about additional warranty coverage with Mr. ******, as there are with every customer.  Attached; page 1 shows where he signed off on the disclosure of the product(s) he desired.  Page 3 shows where he signed on the **** contract specifically for the service contract.  That being said, canceling the contract is not a problem.  The refund would be distributed to the lien holder (****) unless the loan is paid-in-full, then it would be refunded directly to Mr. ******.  I would require an email from Mr. ****** requesting the cancellation along with the current mileage on the **** to cancel the contract. Page 2 shows the exact DMV fees associated with his deal, highlighting any applicable fees.  It clearly states that New Plates were going to be issued.  At no point during his transaction was an existing/personalized license plate discussed.  It was not until he received his plate from PA DMV that his existing plate was brought to our attention.  Unfortunately at that point we could not intervene on his behalf, any changes would have to be handled between Mr. ****** and the PA DMV directly. The $175 Documentation Fee associated with his deal is charged to every customer.  Unlike many other states, where Documentation Fees can be several hundred dollars, NYS law does not allow a Dealer to charge more than $175 for services rendered.  We did, in fact, handle the title, DMV and taxes on his behalf. Mr. ****** came in to pay cash for the ****, at which time WE INFORMED HIM of the availability of a $7,500 rebate if he financed a portion of the car with ****.  We are not, and don't claim to be tax accountants, whether or not he would qualify for a tax-credit is beyond the scope of our knowledge. and we advise anyone to check with their accountant.  The fact is, we saved him $7,500 immediately on the purchase of the car. 

  Customer Answer

  Date: 09/28/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and dependent upon their cancelation of the service contract and refunding the payment thereof, find that this resolution is satisfactory to me.  
  
  Regards, 
  
  ******* *** ***

  Business Response

  Date: 10/23/2024

  BBB spoke to the owner of the company and the following was relayed:  If there is a leinholder, which in this case there is- ****- then the refund would need to be released directly to them.  Have we received an email from this customer, as requested and required, with a request for cancellation and the current mileage on the ****?  If not, please ask the customer to send that email to us and in the meantime I will personally look into it further to see if we have already received this email.  Thank you.

  Customer Answer

  Date: 10/23/2024

  I was not able to review the response made by the business in reference to complaint ID ********, as it would not download for some reason, but I received a refund check for the unwanted Service Contract on Monday.  Assuming it doesn't bounce, I look forward to having nothing further to with such an incompetent and corrupt dealership. 
  
  Regards, 
  
  ******* *** ***

• Initial Complaint

  Date:07/30/2024

  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 was charged $149.95 for requesting what was needed for NY Inspection.
  They stated that I would only need purge valve, alignment, wipers. Scheduled to have this completed, so inspection can be updated.
  I was then changed $610.75, which i was told would allow me to pass inspection.
  Within in two days, the battery was completely drained in my car and there was a very loud fan running. I had my Fiancée take to a local shop to check the battery and upon running the test, they asked her if she knew that her inspection stick was expired.
  Call Matthew's **** to ask them why my inspection wasn't competed. They state to me that the employee working on my car, had walked off the job. After trying to understand why my inspection sticker wasn't completed. The employee then stated that we would owe $800 and change in order to pass inspection.

  Business Response

  Date: 08/09/2024

  tried to reach out to customer to explain process and procedure per New York state  vehicle first came in to have check and light taken care of at that time nothing was mentioned about nysi customer declined work at that time.customer came back to have purge valve replaced and at that time he had added the nysi at that time we looked it over and told the customer the what it needed also told the customer it would have to be driven to pass for emotions customer declined work and was upset because of the additional work it needed to pass inspection a discount was offered customer came and got his  keys and left    

• Initial Complaint

  Date:04/23/2024

  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.

  On 3/15/24 I had my car towed to the dealership thinking my transmission went and was under warranty, I was told 6 days later, several text messages to the service agent assigned, and after pulling it in, it was my radiator. The car has been in the shop since then - 6 weeks now and after 4 weeks I was told they couldn't repair it so they were sending it to a business across the street, because painting was involved. I spent over $1770 on ***** getting to 3 jobs in 4 weeks, chasing them for updates and not receiving calls back, asking for a loaner and finally on 4/11, 5 weeks later, given a loaner and told the car would be sent elsewhere. I do not feel at this point I should have to pay my $1000 deductible or for the work to be done. A 6 hour job has now taken 6 weeks, I am still waiting. This dealership dropped the ball on me (per the GM) and not done the work stating their reason suddenly is painting is involved, which I am sure was the case prior to 4/11/24. I am frustrated since this is where my late husband and I purchased cars prior (********* *******) and assumed we would get the same service as we did prior.

  Business Response

  Date: 05/10/2024

  **** ********* vehicle was towed to the dealership for a transmission related issue without an appointment. She was contacted and assigned an appointment date of 03/20/2024. On 03/20/2024 the vehicle was pulled into the dealership's service department to perform a diagnosis. The vehicle was found to have extensive damage underneath indicating an impact with an outside source. The customer was than notified the repairs would not be covered under warranty due to the impact and was advised to contact their insurance company. The *********** insurance adjuster came on 03/27/2023, performed a visual inspection and began to write the estimate. The adjuster than requested we find a way to fill the transmission fluid that had leaked out so the vehicle could be driven to determine if there was a transmission related issue and he would return. The technician then repaired the vehicle enough to fill the fluid so the vehicle could be driven. The adjuster returned on 04/02/2024, found there were transmissions issues and finished his estimate for the body work, radiator and supports. The estimate included used parts, from a 2013 and 2014, and the customer was advised of the fact there is no part or labor warranty on used parts. The customer was advised to contact their insurance company and try to secure new parts so there was a warranty in case of an issue after the vehicle is completed. The customer decided to go with the used parts. On 04/11/2024 a loaner vehicle from the dealership was provided to the customer as a goodwill gesture, which we were not reimbursed due to the vehicle repairs not covered under warranty, after finding out the customer had cancelled her rental coverage under *********** only a few months earlier and *********** would not be providing one. On 04/12/2024 the vehicle was sent over to ******** **** ***** for repairs due to this dealership not having a Bodyshop. From this point forward the customer and the Bodyshop were now in contact with one another and the dealership had completed their end of the arrangement. The vehicle was completed at the Bodyshop on 05/03/2024 and the loaner was than returned to the dealership after 22 days of use at no charge. 

  Customer Answer

  Date: 05/10/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  The dealership NEVER advised me to call my insurance company, it was the exact opposite, they asked why I was involving them at all.  I told them it was due to the cost of the repairs, and the possibility of something happening as a result of hitting any of the numerous potholes in the city, kids throwing things from the side of the roads, any one of a number of things.  Rob G******* (general mgr.) stated on 4/6 he was calling my insurance company one last time on 4/8 with team members to "use muscle" to get new parts ordered for my car.  He asked what I wanted to do, I stated "Same as when I had it towed in, I want my car repaired that's all."  Rob G******* was to call me back on Monday 4/8 after call with insurance company, and never did until Scott called me 4/10 stating they wanted me there next day between 9-10 am for a loaner and they would not be repairing my car.  I did arrive about 9:20 with my son and handed over my license, insurance card and debit card as asked by Carlee C*****.I did NOT CANCEL RENTERS INSURANCE on my policy, in fact, I added it to my policy after this incident I never had it at any time on a *********** Policy.  Upon picking up my car from ******** **** *****, I was asked if my car was involved in a crime scene or was a crime scene due to the pictures attached- and a pair of $400 prescription sunglasses missing.  Mr. P**** told me that is the way my car came to him from *******,(it was NOT the way it was towed to *******) if he had known it was not a crime scene he would've cleaned up the mess.  I was mortified that a business would do that to my car at all or any customers car.   I have sent over the pictures to the BBB but have included them again in this as well. I realize Matthew's does not want to take responsibility for their dropping the ball on this, as Mr. G******* stated to me, but they did.  Their trying very hard at this point to clean up their errors with changing facts, adding lies and distortions of facts.  I certainly do appreciate the loaner car, but I truly believe it was done to make up for having had my car for 4-5 weeks, and dropping the ball.  Matthew's service manager even called my insurance company asking them when they would be ordering the parts for my car, and the agent explained - not what we do, we write up the estimates, your order the parts that's how this works.  I had my car towed there thinking I would received the same customer service as we did when Mr. ********* owned the dealership, but that couldn't be further from what happened at any time during the month Matthew's ******* had my car.  I will say in agreement though that once it was taken to ******** **** *****, Mr P**** kept me informed on a regular basis. 
  
  Regards, 
  
  **** *******

• Initial Complaint

  Date:04/19/2024

  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.

  I ended up purchasing an extended warranty, which they forced upon me by not really giving me any kind of choice other than to have the warranty and then I’ve had to go back to the business at least two times and on top of that I have to go another time. as part of the contract, I was supposed to get a rental vehicle which was stated in their contract from them however, after trying to go back a third time to write the wrongs of the vehicle that I’ve only had for the past three months I was told I wasn’t allowed a service Vehicle or known as A rental vehicle. I work two jobs and go to school for nursing and the manager did not seem to care whatsoever and told me that I would have to make time where I would have to wait. At least two hours. I really do not have the time to do hence why I’ve needed a rental vehicle in the past, out of the three times I’ve had to go there. I’ve continued paying for the car and have only had problems with it and I’m told that I have to wait around for them to even fix it and if they can’t fix it that day that I’m expected to go back which I have all of this conversation in text message I was told I would have to make time where I would have to wait and I had no other choice regardless of the contract I’ve never damaged a vehicle for a rental and have never left it in bad condition.

  Business Response

  Date: 05/20/2024

  Mr. ***** was offered and agreed to purchase an extended service contract.  We do not force coverage on anyone, ever.  I have spoken to him several times and notified him if, for any reason he wished to cancel coverage he could, and the refund would be sent to the lender as they have a lien on the vehicle.  We have been very accommodating with his concerns, and he has spoken directly with my service manager who assured him he would get the vehicle right in while he waited.  Our last communication was on April 4th, when he cancelled his appointment for the third time.   Please call me with any questions of further clarification.  Also, I would like more information on possible BBB login.  Thank you. 

  Customer Answer

  Date: 05/20/2024

  The contract stated that I wouldn’t have to wait regardless of how long it would take. In the contract, it tells me that I would be allowed a rental vehicle while I wait for the car to be fixed I’ve had to cancel three times due to the distance that it takes to get out there because I can’t afford $100 as a college student every single time this car has had an issue has three that needed to go back informed that I wouldn’t have engine coverage up to 100,000 miles without the warranty. I would only get 60,000 miles which the car originally came with 48,000 miles. With the way the car is currently sounding, logically it doesn’t make sense because if I needed to bring it somewhere closer to college due to it being possibly unable to be driven. The service manager is the One who has been denying me a rental and told me that I would have to come back which takes time and money out of my pocket because they refuse to let me use a rental vehicle. I’ve called and spoken to different agents about rentals and when they say they have them and then check with the service manager, they say I’m not allowed to have them.

  Business Response

  Date: 05/23/2024

  HI Kevin, His warranty has loaner coverage and/or rental reimbursement for a covered component.  One of the issues we have had is when we provide him with a loaner car, he cannot return it quickly and we have others waiting to use them.  As we have communicated with him, if he brings it in with an appointment, we will look at the car right away and it might be a quick fix or if it is not then we can provide a loaner.  We have flexible hours, including Saturdays.  It may not be a covered component however we generally provide loaners as a courtesy in those scenarios at our expense.  I do need the customer to work within our guidelines as we have already done a considerable amount of goodwill repairs.  We are more than happy to help him, but he will need some flexibility for us to look at it. 

  Customer Answer

  Date: 05/23/2024

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