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Business Profile

New Car Dealers

Matthews Auto Group, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Car Dealers.

Complaints

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

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Matthews Auto Group, Inc. has 9 locations, listed below.

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    Customer Complaints Summary

    • 54 total complaints in the last 3 years.
    • 21 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/13/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 seeking replacement of my motor in my 2015 *** *******. The car was flat bedded to the dealership on 05/23/22 due to a knocking noise coming from the motor and an oil change. They could not diagnose the issue, and drove the vehicle, permanently seizing up the motor. They claimed they did not have the prior owners paperwork, which in turn the claim to the extended warranty would not pay for repairs. I am currently paying for an extended warranty on the car, and the car was sold as is. I have copies of an email stating that the dealership drove the car causing the engine to fail. I have all supporting material, but will have to fax them or mail.

      Business Response

      Date: 10/17/2022

      ***** ******* 2015 *** ******* was brought to Matthews *** Schenectady by Matthews Hyundai Schenectady (the selling dealer)to be diagnosed for chk engine light at which time we contacted the customer's service contract provider which they requested the customers maint records, we informed the customer of the request from the service contract provider at which the customer had indicated that they where not able to provide the requested documents, the service contract company(***)at which *** informed us that the vehicle would have to be torn down to determine the point of failure for any possible consideration for repair, we relayed this info to customer that depending on the findings of the tear down process that the tear down and the repair may not be covered under the customers service agreement do to no maint records,at which time the customer decided to have her 2015 *** ******* removed..

    • Initial Complaint

      Date:09/26/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.  BBB spoke to the customer and the following was relayed: The issue was resolved with the business, they did give us a check for the car. 

      Regards, 

      ***** ****** 

      Business Response

      Date: 10/05/2022

      we have addressed ms*******'s complaint and have taken care of the issues with her vehicle as of 10/4/2022Tell us why here... 

    • Initial Complaint

      Date:08/08/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

       








      account or warranty up in their system if they tried. They gave me a business card with an email address to contact ********. So I went home and contacted them via email. When they got back to me they said Matthews is supposed to honor all existing warranties. At this point I’m sick of the run around and I want my money back. ******* offered to send me a form to cancel. I’m still waiting. Fast forward to yesterday morning Matthews Kia sent me an email wishing me a happy birthday. How do they have my email and my birthday month if they have no access to my information. This is bad business.

      Business Response

      Date: 08/09/2022

      as per ms.**********s contract from ******** kia the customer must return to selling dealer for maint coverage, under the contract,matthews kia does honor all previous service and maint agreements from ******** kia.

      in light of the confussion as a good will gesture matthews kia schenectady would gladdly reimburse ms.*********s last maint bill of 97.15,in the future ms.********* must return to matthews kia schenectady to have maint coverage completed under the current contract guidlines

    • Initial Complaint

      Date:08/02/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 had bought my 2014 *** ******** from them brand new. Back in December, roughly, I needed my rear wheel bearings changed, they changed one and not the other. I ended up with a gas smell shortly after and noticed they only changed the driver side wheel bearing. I brought it back in due to the gas smell and my passenger rear wheel bearing. Due to them not changing both at the same time it had ceased itself to the axel which they replaced. In the meantime they broke more parts which they ended up replacing as well. The gas smell they stated was the fuel pump, which I had to pay 2,000 for, and it was never the fuel pump. They had my car for months on end. At first they didn't give me a loaner, then after fighting with them they finally gave a loaner. Called and stated the car was ready. Picked the car up, went to put gas in and it poured all over the ground. Brought my vehicle back to them 3 times and everytime they said it was ready I would go to the gas station and would not be able to fill or put any gas in, was told they cant put gas in it to test it, that i had to. They must have some how made it look like it took gas when it was time to pick the vehicle up my car smelt so bad of gas they said it was because they spilled a little gas on the seat and they only clean new cars, the gas gage is wrong and I ran out of gas with a car full of groceries. Called Monday to get my car back in after months of them having it, and they said to bring it in but they don't have a loaner. Advised them to call when they have a loaner and we will bring the vehicle, my wife and I can not go without a vehicle, we both work and both need vehicles. They never called back, called again today to talk to the general manager and they hung up the phone. I am at a loss on what to do. I do have all the documents but unable to upload at this time.

      Business Response

      Date: 08/22/2022

      on 8/22/22 rob d***** service manager for matthews *** reached out to mr.********,he advised mr.******** that the work in question had been performed by the previous owner,******** *** however in good faith matthews *** would be willing to scheldule an appoint at mr.********'s convience and diagnose his 2014 *** ******** at no charge.mr.******** at the time was unsure of when he could get his vehicle to the dealership.we encourage mr.******** to reach out to make an appointment when he can.

                                                                                     thankyou edward d***** gemneral manager

    Matthews Auto Group, Inc. is NOT a BBB Accredited Business.

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