WARRANTY SERVICES

To ensure that our customers have the most up to date information, we have compiled the most frequently asked warranty questions and have answered them below. If you do not find the anwer you are looking for, we have a Warranty Department to assist you with inquiries or concerns that you may have. Feel free to call us toll free at (800) 288-6287 (ext 222 in NY State and ext 416 in Florida).

There is a problem with our new bus. How do I get it serviced?

Gather up as much information as you have about the problem, locate the VIN number (last 6 digits) of unit and mileage and call Matthews Buses Inc.'s service department toll-free 800-288-6287,and select the service center nearest to you.

What if someone else repairs my bus?

Any repair which is in excess of $200.00 requires prior authorization before any work is started. Such authorization can be secured by contacting Matthews Buses Inc.'s service department at 800-288-6287, and select the service center nearest to you.

Who pays the invoice for the repair?

Unless prior arrangements are made between the repair center and Matthews Buses Inc., the end user (owner) is responsible to pay for the invoice. At which time, the owner needs to submit for warranty a copy of the work order for the work done to Matthews Buses Inc. and any defective parts used. Matthews Buses Inc. will at this time submit a warranty claim on your behalf to that specific bus body manufacturer for reimbursement.

Note: Matthews Buses Inc. must have the work order within 15 days of the repair in order to file a claim with the manufacturer.

Why am I being invoiced for warranty parts used on my new bus?

In most warranty claims filed, the manufacturers of our bus body lines ask for the defective parts to be returned. This invoice is just insurance that the defective part gets returned to Matthews Buses Inc. At the time the warranty claim is paid by the body manufacturer, your invoice will be credited by Matthews Buses Inc. All parts must be returned within 15 days of purchase.

What is the period of coverage?

Each unit sold should have included with it (if available) a limited warranty certificate explaining the coverage of that bus or buses. Included are also certificates of warranties for other options your bus might have, such as the wheel chair lift, strobe lamp, air conditioning system, etc. or those not covered by a specific bus manufacturer. If you have a question regarding coverage on a specific component, please feel free to contact the warranty department at (800) 288-6287 (ext 222 in NY State and ext 416 in Florida).

What must you do to keep the warranty in effect?

You must perform reasonable and necessary maintenance upon the unit and use it in accordance with the manufacturer's directions and/or recommendations.

Can I purchase Extended Warranty Coverage?

Extended warranty coverage is available for purchase up to 90 days (3 months) from the vehicle in-service date. Various options exist on specific components. Please contact Roger Harrod at 800-373-0175 ext 310 for details.

What do I do if the air conditioner is not working?

Make a preliminary check of the system to determine the nature of the problem and then call Matthews Buses Inc. at 800-288-6287 and select the service center nearest to you. We will then give you the necessary instructions. Warranty coverage is 24 months with unlimited mileage.

What if a part breaks or is found inoperable on my new bus during the warranty period?

Please complete the appropriate forms and fax to the warranty department at 518-580-1088. Upon receipt the request and conformation that the part is warrantable, authorization to process the part at no charge will be issued. It is imperative that the defective part be returned within 15 days of purchase. Request for warranty labor reimbursement will be in accordance with established standard repair times (SRT). Parts credit will be issued to the requesting entity upon claim approval.