COMPLAINT ACTIVITY REPORT Case # 11122975 Better Business Bureau
Consumer Info: Corbett, Constance Clayton NC
Business Info: Matthews Motors
11315 US Hwy 70-W Business
Clayton, NC 27520
Location Involved: (Same as above)
Consumer’s Original Complaint :
Matthews Motors had my car 17 days. They have not fixed it but want $800 for their efforts, plus $100 to $120 to tow it to someone they say might fix
My car broke down mid day Nov 3. I called my regular mechanic who is the official tow truck driver for Matthews Motors. He said since their logo was all over the car, he had to tow it to their service dept. Pete Fowler in Matthews Motors Service Department called Nov 6 to say it would cost $544.58 to repair it. I told them to go ahead. I could afford that. It didn’t fix it. They needed to replace more parts, they said. Every day I got a different story. Parts were ordered and slow to come in. Parts were replaced, but that didn’t fix it. Now it still won’t start, so they say, but I owe $800 for the parts they replaced, but today Pete Fowler, the service manager held the paperwork on my car in his hand while asking for $800 and he told me NO, I could not get a copy of the paperwork. I owed him $800 for all the work they did that didn’t fix the car and once I paid $800, I would need to pay another $100 to $120 to have it towed to someone who could probably fix it. He wants to send my Chevrolet to a Buick GMC Dealer, and no, he has no idea how much that place will charge because he still doesn’t know what is wrong with it and he has replaced all the parts he thought would fix it, but it still isn’t fixed. All this time I’ve been without a car, unable to work my part time job. Pete refused me a loaner car saying they don’t do loaners. I’m 67 years old, but I’m not stupid enough to pay for something that doesn’t work and I can’t even see the paperwork on? Also my car has been sitting unlocked every time I went by. The lights work on it. If I had a key, I’d try to start it. Also Pete went out of his way to get a Matthews Motors Auto Repair Credit Card for me, but I haven’t activated it. It is good for $700 and what he says he’s done, but refuses to share the paperwork on, costs $800. But the car is not working still, Pete says. I’ve only put 5,000 miles on it in 14 months. I bought the car from them. I work part-time locally. Without being able to get to work, I may become homeless. I don’t mind paying for things, but I won’t pay for invisible, non-solution repairs. I need to be able to get to work and I think Matthews Motors wants to have the car repossessed and re-sell it. I don’t think they intend to repair it or have it repaired and returned to me. They’ve been callous in their treatment and they think I’ll charge $700 on a credit card they applied for for me so my car can be towed, at my expense, to someone they think might be able to figure out what will fix it, because Matthews Motors cannot diagnose the problem with my car. However, I should pay for the things they tried that didn’t work? And I have to pay the $800 for who knows what they did that didn’t work, before they’ll tow (at my expense) my car to someone hopefully more competent than they are.
Consumer’s Desired Resolution:
Tow my car at their expense to the place they think can fix it, since they’ve had it 17 days and cannot figure out what is wrong with it. I already paid to have it towed to Matthews Motors. Find out exactly what is wrong with my car and then only charge me for what fixed it, not all the things they replaced that they hoped would fix it. Put the old stuff back on, if it didn’t fix it when it was replaced. Get a final total amount it will cost to have my car in working order before expecting me to pay as I go for who knows what. I don’t trust them at all. 17 days of jerking me around saying first one thing and then the other was wrong with it and finally admitting they have no idea why it won’t start or what’s wrong with it, but their buddy in another town might be able to figure it out, but I have to pay to have it towed there after paying to have it towed to their service dept in the first place. And I have to pay for the things Matthews Motors did that didn’t fix the car before they’ll send it to someone they think can fix it is not acceptable.
11/20/2017 web BBB Complaint Received by BBB
11/21/2017 EF BBB AB – Complaint Reviewed by Operator
11/21/2017 OTTO EMAIL Inform Consumer
11/21/2017 OTTO EMAIL Inform AB Business of Complaint
12/06/2017 OTTO BBB AB- No response to first notice to business
12/06/2017 OTTO EMAIL Consumer – Have You Heard From the AB Company
12/06/2017 OTTO EMAIL AB-Resend Complaint to Business
12/06/2017 BBB MORE INFO RECEIVED FROM THE CONSUMER : I was able to have the car towed at Chevrolet Headquarters expense to a respectable dealer. Parts that should have been working well had been replaced by Matthews Motors. The new repair shop is trying to figure out how to fix the damages to my car.
12/07/2017 WEB BBB RECEIVE BUSINESS RESPONSE : Our mechanics spent 15-20 hours trying to fix the cranking problem with Constance’s vehicle. They were unable to fix the problem. We discounted our service to cost, unfortunately in this situation nobody wins. Once the vehicle arrived at Deacon Jones (to be checked out), it started as the tow truck driver was unloading it. I have called Constance and am waiting for a response.
12/07/2017 EF EMAIL Forward Business response to Consumer
12/07/2017 WEB BBB RECEIVED CONSUMER REBUTTAL : Steve Matthews at Matthews Motors has offered to rent a car for me for seven days while the other repair shop attempts to repair the car. The other place is replacing the pcm and then says they will have to backtrack over what Matthews Motors mechanics did to try to make sure everything is right before I get my car back. Matthews Motors charged me $802 for replacing a battery and whatever else they did that did not fix my car. I didn’t realize when I was talking to Steven Matthews that the rental car was to be his only response to my complaint. Matthews Motors had my car a total of 25 days. They said they didn’t have any loaners. For 25 days they held my car and replaced perfectly good parts with used parts. No, a one week car rental will not satisfy me. I am calling Enterprise and canceling the rental. I thought Steven Matthews was trying to do what was fair. Every other place I’ve spoken to says if their efforts do not fix the vehicle, they “eat” the costs. The customer is not charged. The new place, which is a GM certified repair shop, says the check engine light is on (it wasn’t before Matthews Motors worked on it) and the steering is rough (it wasn’t before Matthews Motors worked on it). One day when I called, Pete Fowler said they were working on the steering column and I told him then the car steered just fine. Why? Why mess with the steering column? Now it doesn’t steer smoothly. I don’t know what was done to that. No. I am not satisfied with a one week rental when they had my car 25 days without fixing it and when they replaced good parts with used parts. No. It’s not the response I requested and I’m not satisfied. I contacted Chevrolet Headquarters and THEY paid to have the car towed to a GM Certified Repair Dealer. If Matthews Motors had had their way, it would have cost me $120 to have it towed elsewhere. As it is, I had to pay $802 just to get them to release my car to another repair shop after they’d had it for 25 days without fixing it.
12/07/2017 EF EMAIL Forward Consumer Rebuttal to Business
12/08/2017 WEB BBB RECEIVED FINAL RESPONSE FROM BUSINESS : I believe my response to pay for a rental car was more than fair. Constance seemed to be pleased with this. We figured her car should be ready by then. They were delivering the rental to her.
12/08/2017 EF EMAIL Forward Final AB Response to Consumer
12/08/2017 WEB BBB RECEIVED CONSUMER’S ADDITIONAL RESPONSE : (The consumer indicated he/she DID NOT accept the response from the business.)
My car was repaired by Deacon Jones in Smithfield NC for $270 and ready Thursday afternoon, Dec. 7. I did not need the rental car and had already canceled it. Matthews Motors charged me $802 for repairs and replacement parts that did not fix my car. They claim they worked on it for hours, but I was at their lot four different times and the car was always parked in the back corner of the lot and did not appear to have been moved at all. I took pictures of its location. I think they should not expect me to pay for their repair attempts that did not fix my car. I paid Deacon Jones $270 and my car is running again. I did not realize when Steve Matthews was offering me a rental car that he thought that would resolve this problem. The problem is a charge of $802 for a car his company did not repair, and they kept the inoperable car for 25 days, and MADE ME pay $802 before they would allow it to be towed to another repair shop that was able to repair the car. The car had to be TOWED off Matthews Motors Lot. Matthews Motors said I had to first pay for their attempts at repairing my car at the exorbitant rate of $802 before they’d allow it to be towed somewhere else and IF they towed it for me, they wanted $120 more in towing fees. They charged $115 to tow it there in the first place which is very expensive for a 3 mile tow. They have tried to wring every penny out of me that they can and have given me nothing in return but almost a month of days of stress and emotional distress. Unless they cancel the charges for their attempts at fixing my car, I have no other recourse but a lawsuit against them. I do not owe them for not repairing my car. Twenty-Five days I was told first one thing and then another. Twenty -Five days they kept my car parked in the back corner of their lot and did not fix it. Twenty-Five days I did not have use of my car while they took parts off – perfectly good parts – and replaced them with used parts that did not fix my car. They did not return the new, good parts they took off my engine but said they didn’t have them anymore. No. A rental car I do not need for a week does not resolve this business’s mistreatment of me.