Matrix Warranty Solutions Reviews (%countItem)
Matrix Warranty Solutions Rating
Address: 3100 McKinnon St STE 420, Dallas, Texas, United States, 75201-1044
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Company has billed me for an auto coverage policy. I never agreed to any person that I wanted this coverage. They have harassed me.
This company called me one day to offer coverage for an extended warranty on my car. I said send the info to my email address.
The address is: Mepco
PO Box 5978
Carol Stream, IL XXXXX-XXXX
They have called me at least 15 to 20 times harassing me. I call the number back they gave me to call and no one ever picks up. Now they have sent me a bill for $356.44. I will report them to the FTC also.
To leave me alone and quit the harassment.
Matrix will investigate the customer's claim. It would be unusual that Matrix would have the customer's car info/VIN, address, payment information, etc. if the customer never wanted the policy. That being said, if the customer wants to cancel their policy, Matrix of course will notify the seller and have them go through the necessary procedure to do so.
(The consumer indicated he/she DID NOT accept the response from the business.)
The answer I received from my complaint is false. I never gave this company information about me or my car. They must have bought my personal information and VIN number from a company. The dealership where I purchased my car probably sold them the information. Everyone's info is out there for the right price. Time is precious and the fact that I had to spend time dealing with this is frustrating.
The seller has been contacted with the customer's cancel request. Matrix asks that the Revdex.com close this complaint out.
(The consumer indicated he/she ACCEPTED the response from the business.)
I want my policy cancelled and my money returned. How could I give you the VIN number? I don't know where it is.
I want to talk to your legal department about multiple robocalls your company made to my cell phone from 6/5/19 to 6/17/19. The calls were made using
6/5/19 to 6/17/19
Contact by the legal department.
Matrix does not participate in telemarketing or own any marketing centers. Matrix is a claims administrator. Matrix would be happy to investigate this further but would need more information on the actual company making the calls. Please provide as much information as possible so we can take action.
(The consumer indicated he/she DID NOT accept the response from the business.)
I was called by a company by the name of Vehicle Protection Services, a third-party reseller of services provided by Matrix. So Matrix is liable for the actions of any "vendors" that represent the products sold or managed by Matrix.
Matrix will investigate this issue. Matrix will reach out to Vehicle Protection Services and make sure they are not calling the consumer and that they are conducting business under accordance of the law.
(The consumer indicated he/she DID NOT accept the response from the business.)
I agree that I want Matrix to investigate my issue with them and with Vehicle Protection Services / Vehicle Protection Specialists, but I want this claim to remain open until we have reached an equitable settlement.
These people will not stop calling me despite multiple requests to stop. They are selling an extended car warranty. I don't even own a car! They will not take my number off of their list. I finally stayed on for the high pressure sales pitch to be able to get the companies name. After I refused to pay a deposit without seeing the contract first, the caller said I would lose my spot and I needed to pay first, but it was refundable by law. I was really just trying to get a company name because prior calls I asked but was hung up on. I was able to trick the caller into giving me the website this time. The website is ***. I then called the number on the website and asked to take my name/number off the list. The woman there said she can't unless I know who it is that I spoke to. I gave the likely fake name I had received and then she said its impossible unless I know where he is located. I said Ok enough *** and I reminder her its against the law and she replied "whatever."
12 TCPA violations and I am considering them willful as I am on the national Do Not Call registry. Don't tell me you do not hire 3rd party affiliates!
I was called and left a voicemail to call a number back which I did and it was about a car warranty plan. When I called the number back I was given on the first VM I was transferred to another rep whose name was Sterling and he was a broker for Matrix. I am on the national Do Not Vall registry and have been since 2007 so the first call was automatically $1500 but the other 11 calls has brought the total to $18,000. When transferred to Sterling he went through the usual speech about cost and payment options which I was also told that Sterling worked for Vehicle Services and they are a broker hired by Matrix. So Matrix takes care of the payments when it comes to your vehicle repairs but they sell the warranty for Matrix so yes Matrix does hire telemarketers to solicit unwanted sales calls as I have his VM to prove that also. When I hung up on him he proceeded to call me back 11 times within 5 minutes from Irvine California Vehicle Services hired by Matrix. I have his VN and phone number which all checks out as being Vehicle Services out of California who sells Matrix warranty's. with this said if you read the TCPA and FCC rules you are responsible for Vehicle Services as you directly hired them. You need to contact me as this is a huge number $18,000 and there are plenty of others if I file a class action suit in federal court and your phone records are reviewed in a court of law what all are they going to find? I imagine plenty. I need you or your legal department to contact me ASAP and you can get my info from the Revdex.com or my demand letter as I feel we can come to some sort of agreement hopefully before I file in federal court for your TCPA violations. Contact me ASAP?
I want to be contacted by the business so we can discuss best resolution for all the TCPA violations they committed against me.
Matrix has reviewed customer complaint. This complaint has been forwarded to the legal and compliance department. The consumer should expect a response and resolution within 5-7 business days. If the consumer can please provide the best contact information to be reached for response and resolution.
(The consumer indicated he/she DID NOT accept the response from the business.)
I partially accept it and Matrix has my contact number in demand letter I sent certified return receipt. I have also spoken with someone at Matrix that has my cell number and can the Revdex.com please provide Matrix my cell number since I can't post it? I accept the part they are looking into it I don't accept the part that if I choose yes this closes the case with the Revdex.com as I have not been contacted by Matrix legal department yet. Once contacted and we can reach an agreement this will be resolved.
Matrix will have its compliance department reach out to the consumer directly.
(The consumer indicated he/she DID NOT accept the response from the business.)
The company made the calls or had another company they hired make the calls. They are responsible for the companies they hire that violate TCPA rules.
I bought an auto warranty and when I had a claim they cancelled the contract yet would not give me a refund.
I purchased the contract on 7/20/18 for $3,050 for my personal vehicle. In April, the truck broke and needed $10K in repairs. The Company sent an inspector out and because my truck had tools in it, it wasn't considered a "personal" vehicle...yet these tools were in it when they sold it to me.
I requested a refund at that time and they said I have to provide notice according to the contract. I provided such written notice and mailed certified return receipt through USPS, although the addresses provided in the contract were not valid.
My wife called to ask for another address and they would not give her a legitimate mailing address.
A full refund.
Matrix sent an inspector to investigate the claim as we do for all claims of this nature. The inspection determined that the vehicle was clearly a commercial use vehicle. In addition to having "tools in it" the vehicle also has a utility work bed with an air compressor mounted on it and goose neck hitch. The inspection report provided pictures of such. Because the commercial use surcharge was not selected at time of sale, Matrix was unable to assist with this claim. Cancellations have to be submitted to the seller of the contract however this customer would not likely be entitled to a full refund given that Matrix did pay out several maintenance benefit claims prior to the inspection report.
(The consumer indicated he/she DID NOT accept the response from the business.)
We don't live in Dallas, we live on a rural South Texas family ranch and maintaining our homestead requires being able to be self sufficient. An air compressor is standard as cactus and mesquite on the property will flatten a tire and there is limited cell service to call for help as it's a remote location. The utility bed was on the truck when the contract was issued and helps hold tools and supplies as it's a remote location. The truck was owned individually under an individual insurance policy primarily on privately owned land. At the inception of the agreement, I understood commercial vehicle to mean the legally defined term commercial vehicle and used in business to transport goods or customers, which this truck was not.
Per the contract, we tried to provide notice of cancellation yet our notarized letter was returned. When we called to request a correct address the Company refused to provide an address to my wife because she didn't own the contract. They would not provide a legitimate mailing address to her. I believe they're intentionally stalling and providing false contact information.
This company voided the contract without cause, I am requesting a full refund.
Matrix will contact the seller of the policy to reach out to you in regards to your cancel. As stated before, Matrix has already paid out several maintenance benefits so a full refund is not probable. However, we will let the seller and consumer find a mutual resolution.
(The consumer indicated he/she DID NOT accept the response from the business.)
The Seller appears to be defunct as our correspondence to the contact information provided in our contract has been returned as undeliverable and the phone numbers have been disconnected. Can you provide legitimate contact information for the Seller? If so, why was this information not provided earlier when we specifically asked for legitimate contact information?
Horrible!!!!!
I have spent well over $4,000 for an extended warranty on my 2015 Mercedes Benz G63. Unbeknownst to me, the water pump has an issue. Matrix Warranty Solutions, Inc. sent someone to the Mercedes Benz dealer to inspect the vehicle to determine if the repair was covered. The repair is covered but Matrix Warranty Solutions is trying to low ball on the labor hours and labor rate, forcing me to pay more than my $100 deductible. I spoke with *** who identified himself as the VP of Automotive Claims. We spoke of how the labor rate is determine per the policy. *** informed me that the average labor rate of $130.89/hr, which is well below the Mercedes Benz labor rate of $165/hr, is derived from the surrounding dealerships in the same zip code. I requested to know the dealers that the average was taken from and *** provided Cadillac, Acura, Audi, BMW, Chevrolet and Dodge. I called around to all of the surrounding dealers service departments that *** provided and received the current labor rates from all. The current average of all of the service departments is $147.32/hr and not $130.89/hr. I called Matrix Warranty Solutions back to inform of the current rates. *** called me back and informed me that they were not increasing the labor rate and were keeping it at $130.89/hr. I did not pay over $4,000 for this warranty to not be provided the service that I have a contract for. I would definitely recommend that consumers do their research on warranty companies as I would hate for another consumer to be cheated.
when I called to get my deposit and the first payment refunded . Thye didn't want to give it to me. Had to request to be transferred 2 times for help.
I signed up for this warranty with the idea of paying it all off immediately, all 3100. SO when I called and the bank wouldn't let the payment go through I told the rep that helped me I would call back later to pay it in full. I called my bank and spent a 30 min trying to get the to lift the fraud alert, unsuccessfully. The next day I was scrolling my email and I see a "thank you for your payment" email to my surprise 124 and change had been deducted. I'm pretty upset since I never agreed to automatic payments. I call the next day to now cancel the warranty. The first rep I speak to is yelling at me about how I agreed and, they have me on tape. She goes on to threaten my bank for slander for the fraud block. She continued her rant how I will get no refund due to me agreeing to it. I say to her that all I want to do is cancel my plan and get a refund since I do not want the service. I end up requesting her manager but before she transfers me, she says how its fine he will tell me the same thing. I say that's fine I still want to speak to him. He gets on and is the same person I told I would call back to make the payment. He starts arguing about how I was going to pay I but, my bank wouldn't allow it, so what changed etc. He even looked up the Revdex.com reviews. I tell him how there are several people that have had these issues; and since you took payment with out my authorization, then the hassle of the current call I'm sure I want to cancel now. He tries to tell me my 157.00 deposit is gone, and I get a prorated payment from the 6/18 payment. I asked for his manager at this point I'm on the phone for 30 minutes (this isn't even my first call I was redirected from another company). I request to now speak to his manager. I was on the phone with him for five minutes and he gave the deposit and the payment but still said it was prorated. He tells me I must write a letter and mail it for the cancellation and then I will receive a paper check in 3 weeks for the prorated amount. To me this unacceptable. Be very leery of this company the person I signed up with hustled me into it with a story about his wife. How she had the same car and this was so beneficial. The customer service has been terrible and there was never any mention of how tedious it would be to cancel this policy.
I want a full refund. I haven't used any services and feel like good customer service would recognize that.
On May 14, 2019, Ms. *** enrolled in a vehicle protection plan with DriveSmart for her 2015 Dodge Dart. During enrollment, it was explained to the customer that she would have a 30-day review period to look over the terms in the policy handbook that should receive in the mail to thoroughly read over and determine her interest in keeping the policy before it would go into effect and the first monthly payment would be due on June 14, 2019. Within the 30-day review period if the customer were to opt-out of coverage, then a full refund would be provided back to the customer and the account would be closed. Ms. agreed to these terms.
We did not hear from Ms. until June 17, 2019. At this point her 30-day review period ended, and the policy has been in effect since June 14, 2019. The DriveSmart billing team reached out to Ms. due to her first payment being delinquent with the finance company and message was left on voicemail. She called back into the DriveSmart customer service department the same day with the intention of paying the policy off in full. The customer care agent offered Ms. a discount on the total cost of the policy for the payoff. Unfortunately, when processing the payment, her banking institution blocked the charge from being approved. The agent advised Ms. to contact her issuing bank to have the charge approved. She agreed to do this and call back to make that payment. DriveSmart did not hear back from Ms. that day. On June 18, 2019, our finance company auto billed the original amount of $124.45 for the delinquent payment that was originally due on June 14, 2019. This charge was approved.
On June 19, 2019, Ms. called DriveSmart customer service department with the intention of cancelling service. She stated that she was upset about the delinquent payment being drafted out of her account on June 18, 2019 as well as the issuing bank declining the payoff balance and refusing to allow that charge to be processed on June 17, 2019. The customer care agent explained that due to her account being in delinquent status at the time and not hearing back from her on June 17, 2019, the finance company attempted to collect the original agreed upon amount. Ms. demanded a full refund of her deposit and monthly payment of $124.45. An agent explained to Ms. that if she were to follow through with the cancellation, she would be entitled to a pro-rated refund regardless if a claim was made or not, since the account was active and the 30-day review period had lapsed on June 14, 2019. The call was transferred to the customer care manager who explained a written intent of cancellation would be required to officially discontinue service and the pro-rated refund would be shortly issued.
The terms of cancellation and refunds are always explained to a consumer upon enrollment on a recorded line as well as conveniently located in the policy handbook that is shipped out to each customer one business day after enrollment. The 30-day review period is to ensure the customer has full understanding and agreement of the policy and terms before activation with the option of a risk-free full refund if it is decided to discontinue service. To date, we have not received a letter from the customer with intent to cancel.
In good faith, DriveSmart is agreeing to refund Ms. in full and will discontinue service waiving the required letter of cancellation. The refund and cancellation will be processed today, June 28, 2019 but may take 2-5 business days to reflect within her account. We apologize to Ms. for any inconvenience or miscommunication there may have been.
Company will not stop harassing solicitation calls regarding auto warranty.
Company will not cease harassing solicitation calls with blocked or invalid phone numbers.
Have company cease all contact with me.
Matrix does not own any telemarketing call centers. Matrix does not solicit or harass consumers. Matrix is an administrative claims company and does not directly market to consumers. Matrix does not condone telemarketing or any other forms of harassment. The consumer would need to provide more information on the company actually making the calls so we can attempt to help with the consumer's request.
I was misled and manipulated by a salesman claiming to be with ***'s official extended warranty department.
I received a call from this company 4/15/19, and they claimed to be ***'s official extended warranty program. They informed me my warranty was up, but I explained to them that I already had an extended warranty with another 3rd party company. The man told me there was no sign of an active extended warranty in the "database" and that I had been scammed by this other company.
He continued to share his negative thoughts of this other company, and said he could help me get a refund from them. He had me send a letter ending my services with the other company and stated that his company *** would begin legal action against my current extended warranty company. They explained that they could not begin the process without having a policy with them, so I signed up, giving them a down payment of $1500.
I am now struggling with both companies to cancel my policies and get my money back, but Matrix Warranty *** keep giving me the runaround, telling me that they can't help me with my other refund if I end my policy. They continue to bash the other company while being rude to me and speaking condescendingly.
I would like a full refund of my deposit of $1500 and the monthly payment of $103, as I was misled and manipulated by these companies.
Matrix was not aware of an issue of this nature. We will investigate and make sure it is handled properly and quickly.
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not satisfied with the company just saying they will investigate. I have not had good customer service when dealing with my *** account about the sales tactics I'd encountered when signing up, so I am not sure how much better Matrix specifically will be. I am waiting to hear from them yet.
I have received a full refund from Drivesmart and Matrix.
I bought a warranty two months ago. My car broke. The starter won't start. I had it towed home because I couldn't get through to the company. It took me three days to get approval to get it towed to the shop. Now I have to tow my car home because I call matrix they send me to a subcontractor who refers me to another department who then sends me to the first subcontractors. The shop is going to start charge me storage fees so I have to have it towed home again. I need a car and I can't get the rental until my repairs are approved and I can't get approved until matrix answers their phone. I don't know why they offer western states policies if they refuse to provide customer support. They close their office at 3pm California time. And they don't work weekends. Life goes on past the 9 to 5. The dealer repair shop said my warranty company told him matrix sold my policy because they're going out of business. With their practices I can see why. I'm glad I held out for the lowest down payment of only $114.00 I won't be paying the rest of the payments. I hope I can save some people the stress of dealing with these type of companies. SCAM.
We are on the National Do Not Call list and this company uses call centers to constantly call us to try and sell auto warranties.
On 5/3/2019 (and many other dates) we were called from (XXX) XXX-XXXX. The company was Matrix Admin and was trying to sell me a vehicle warranty. They said the company they sell service plans for is Element Protection Plans and even gave me their phone number. I explained we are on the DNC list and she hung up. They call probably every other day and the caller id shows a different number every time. Element Protection needs to cease and desist using these sales tactics which is clearly against the law.
Simply want this company to stop calling and admit they are using call centers that ignore the National Do Not Call list.
Matrix does not own any telemarketing call centers. Matrix does not solicit or harass consumers. Matrix is an administrative claims company and does not directly market to consumers. Matrix does not condone telemarketing or any other forms of harassment. It is possible this consumer is confused. There are several marketing companies in the extended warranty space. However, Matrix is willing to assist the consumer if the consumer is able to provide the name of the call center that is actually making the calls. Please include as much information as possible on the marketer.
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not a confused consumer nor did my original complaint allege that Matrix owned a telemarketing company. My complaint is that Matrix sells vehicle service plans to customers that they obtain from telemarketing companies which they do not properly regulate to ensure they are in compliance with FCC rules. I am unable to provide any information on the telemarketing company that called me since they use caller id spoofing technology. All I know for sure is they are trying to sell service plans for Matrix while ignoring the Do Not Call registry. Matrix should know what telemarketing companies are selling their product and ensure those companies are complying with all FCC rules.
Matrix does not sell vehicle service contracts. Matrix administrates claims for vehicle service contracts. Matrix wants all parties to operate under the law and fully compliant with regulations. Matrix is also willing to help the consumer but needs more information on the marketer. If the consumer does not provide that info, please close this complaint out.
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that Matrix states it does not sell service contracts and only administrates claims for these service contracts. The bottom line is that Matrix is knowingly accepting business that is obtained by telemarketing companies that do not adhere to the Do Not Call registry. This makes Matrix themselves non-compliant with FCC regulations and is the basis of my complaint. If companies like Matrix would stop accepting business via these non-compliant telemarketers maybe these robo calls would stop. Again, I cannot provide any information on the telemarketer themselves as I was only able to find out who they do business with which was Matrix. Again I request Matrix review the companies it obtains these service plans from that they administer to ensure they are complying with FCC rules.
These guys spam call me all day every day. Their dnc list only ensures they call you from a different unknown number. Do not recommend
I have received excessive phone call from the company for advertising. I don't even have time during the day to deal with this type of phone call
Even if I declined to receive phone call from the company, I have received excessive phone call all the time day and night. I talked to the representatives a several times and told them I am not interested but still getting call and it's been a very annoying. I don't want to receive a phone call anymore.
I don't want to get a phone call for my personal phone number which is XXX XXX XXXX
Matrix does not make outbound calls. Matrix does not employ or own any call centers. Matrix is willing to reach out to the company who is responsible for the calls and get them to stop but would need more information from the consumer on who is actually calling them.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received a lots of calls and they don't give the names until you start talking about contract. Some times they hang up when you asked the company name first. I stayed on the phone for 45 minutes to get the name of the company. It wasn't seem a fraud issue. It is an advertising issue. They don't take your phone number off the list even if you decline receiving calls. I don't think that happens without company's permission. The only think that I want from the company is not giving a call to me. If I get a call again I will get their names this time.
Since Matrix does not make outbound calls, it needs more information on where the calls are originating from. Matrix does not condone excessive calling or harassment in any fashion. Matrix is willing to help and ensure the customer doesn't receive any calls but needs to know the company who is calling in order to do so. Please collect as much information as possible.
(The consumer indicated he/she DID NOT accept the response from the business.)
I need time until I get a phone call from them again.
I will provide the names and everything.
On 4/17/19 I received a call from Matrix Element claiming that I qualified for a extended warranty plan on my 2014 Dodge Challenger. I explained to him that I was really not interested because I have my own personal mechanic then he got upset and started talking to me like I was disrespecting him (Joshua). I immediately got mad and told him that I didn't ask him to call my home and that I thought that he was a crook like all of the other warranty plans that try to find a way not to honor the warranty plan.
They are calling me 10 times a day. I am on the Do Not Call list.
This problem has occurred multiple days for over a year
As long as they stop calling me I will not have to pursue any further action
Matrix does not make outbound calls. Matrix does not employ or own any call centers. Matrix is willing to reach out to the company who is responsible for the calls and get them to stop but would need more information from the consumer on who is actually calling them.
Received call trying to sell to me vehicle protection on my 1991 Ford Aerostar. Very pushy man that had some information about me and knew that I owned the 1991 Ford Aerostar. Pushed for the name of my bank and other information. I did not give him any information that would ID me at the bank. In a few days received a contract stating that I had made a $107.00 down payment and owed $2033.00 payable in 22 payments. Other names involved are MATRIX PAYMENT SOLUTIONS AND MEPCO. So far there has been no withdrawal of monies from my bank to this company.
Product_Or_Service: Vehicle Protection Services
Order_Number: MATRIX
Account_Number: ***XXXXX
Other (requires explanation) To stop the hounding of me for money. When I call either number, XXX-XXX-XXXX or XXX-XXX-XXXX I get Debbie *** who is more pushy than the man that called and also lies and lies. She claims I made a $107.00 down payment and that she has the checking account numbers and all this is on a recording which she will never play for me. She just talks over me when I try to tell her that I did not OK any Protect Vehicle plan and I have not made any down payment.
Matrix has spoken to the customer and looked into the issue. Matrix reached out to both the seller of the contract and the finance company. Since the contract was never paid for it was never activated at the finance level or Matrix. We have removed all customer information for our database and asked that the seller do the same. This issue has been resolved.
I received a call with a good offer for a warranty that had "no deductible." Being the insurance professional I am, I asked many questions and the rep communicated that I would only receive a 50% discount on repairs.... that does NOT mean no deductible! I told them their lingo is incorrect and completely misleading to the common population that does not understand warranty/policy coverage. I told them to not call me again.
They use the two tier telemarketing system. Automotive Services Department, and Element Protection plans. Neither are on the corporate listings anywhere. Mr. is rude and refuse to disclose the address of the company calling. I had to research this to get this far. FIling aTCPA suite in 10 days to deal with the 25 calls so far from them.
No issues, im not sure what all this complaining is about. I just had my transmission worked on, full payout by them.