Complaints

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

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  Matrix Warranty Solutions, Inc

  Dallas, TX 75214-2705

• 

  Matrix Warranty Solutions, Inc

  3301 Airport Fwy Bedford, TX 76021-6032

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:05/15/2023

  Type:Billing 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.

  Billing assistance

  Business Response

  Date: 05/17/2023

  Matrix will have someone from customer service reach out to you. 

• Initial Complaint

  Date:05/10/2023

  Type:Billing 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.

  company failed to refund my money telling me they need a written copy to complete which doesn't make any sense.

  Business Response

  Date: 05/11/2023

  Matrix has cancelled this contract at the customer's request and dated it back to last year. Any refunds would need to be received from the marketer of the contract. Matrix has refunded the appropriate amount to the finance company. 

• Initial Complaint

  Date:05/02/2023

  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.

  Been trying to cancel the auto warranty since 4/11/23. Contacted billing and customer service, as well as seller. Contract states I have 30 days to cancel, 4/23/23. ***************************** said I couldnt cancel until I received the booklet in the mail. Received it and called again to cancel. Intentionally did not reach out to me until 4/27/23 and still would not let me cancel, tried to gaslight me and our previous conversation, called me belligerent and broke, and then hung up on me. Called customer service and billing multiple times between 4/18/23 and 4/27/23 to cancel this policy. They always said they would put a message on the account and someone would call back. Woke up this morning to money taken from my account. Filed a dispute with my bank. Why did they not allow me to cancel when I first called on April 11th? I was well with my 30 days. Will I be refunded my money they took? Or is this now between the bank and the company? I need answers as well as my money back. Trying to upload my policy and call logs, but it will not let me. Contract number is MTREP213673

  Business Response

  Date: 05/17/2023

  This customer has been canceled. The seller has refunded the down payment. The customer has charged back all remaining charges so no more money is owed. 

• Initial Complaint

  Date:04/06/2023

  Type:Customer Service 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 received a letter in the mail about an expired warranty and wanted me to urgently call them for a vehicle protection plan on my vehicle. I looked up the business online and saw bad reviews about it being a scam after a purchase has been made. I tried contacting them and they told the consultation department to call me back for a refund. The lady on the phone I spoke to wouldn't let me get a refund until I review the documents they sent out to my mailing address (Supposed to receive them within 5-7 business days). It was hard to ask questions since I kept getting interrupted, lecturing me on why I should get coverage from them and I wouldn't get anything covered anywhere else (Obvious scam). I decided to file this complaint right away just in case they have a deadline for a refund and try to get me to pay anyway for their plan. I do want my $495 refunded back.

  Customer Answer

  Date: 04/06/2023

  Hello, I accidentally put down the wrong company and couldn't find a way to change it after posting the complaint. 

  
  

  The company is called Matrix Warranty Solutions, INC located at ************************************************************************************;

  
  

  Phone number is: ************** 

  
  

  I left two attachments which include photos of the letter I received in the mail from them. 

  
  

  If there is any more information needed, please let me know. 

  
  

  Thank you. 

  Business Response

  Date: 05/11/2023

  Matrix has not been funded for this contract. The customer would need to get the refund from the marketer of the contract for any refund. 

  Customer Answer

  Date: 05/11/2023

  I have reviewed the business response and accept this resolution. I already received my refund by doing a phone call almost a month ago. The refund department called me back and kept trying to convince me into continuing their contract as it is a "Better deal" as the guy was being condescending like "Riiiggghhht" everytime I told him the situation and why I wanted to cancel. The last person I talked to from the refund department was a women telling me I had to wait to receive my book that was sent out before I could receive a refund. This company is obviously a scam and trying to sell you services. I didn't have issues talking to the customer support department, but the people in the refund department aren't that bright. I hope this doesn't happen to anyone else and should shut this company down. 

• Initial Complaint

  Date:02/24/2023

  Type:Sales and Advertising 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 am filing this complaint on behalf of my elderly mother, *******************, a representative of Matrix Warranty Solution, spent 30 minutes badgering my mother when she was trying to cancel the warranty program they talked her into purchasing yesterday. She told him over and over again that she was canceling the warranty program, as she was told she could. He offered to reduce the price, to which she repeated that she still wanted to cancel. He would not take no for an answer and said she would have to call back on Monday, 3 days later, because his new offer constituted a new contract. He is clearly trying to take advantage of elderly people with his shady sales process.
  

  Business Response

  Date: 03/22/2023

  Business Response /* (1000, 5, 2023/02/28) */
  Matrix does not market or handle cancelations for marketers. Matrix is a claims administration company. We don't have a ***** working here so most likely the customer was speaking to the seller of the policy. We will reach out to the seller and make sure the customer is canceled and refunded appropriately.
  
  
  Consumer Response /* (3000, 7, 2023/03/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will accept this response once the policy is cancelled and the money refunded. This has not taken place as of yet. Thank you.
  
  
  Business Response /* (4000, 9, 2023/03/09) */
  The customer is confirmed canceled and the refund has been initiated back to the card on file. Thank you.

• Initial Complaint

  Date:01/12/2023

  Type:Product 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.

  12/07/2022, Down payment amount of $100.00, 30 days to cancel for full refund, attempted to contact company at least 5 times prior to the 30 days to cancel and request refund. everytime called, the answering service answered evem though was during normal business hours. I left a message and was told I will get a call back within 2 hours. NEVER got call back anytime of the times I called. Now the 1st payment amount of $179.33 was pulled from my account on 01/10/2023. Finally got ahold of someone on 01/11/2023 and was told the cancellation request will be processed, I will receive documentation via email as to cancelation and that the deposit amount will be a "pro rated" amount. I almost feel this company purposely did not let me get into contact and move forward to cancel until after the 30 days because they did not want to give me a full refund.

  Business Response

  Date: 03/21/2023

  Matrix does not have any correspondence from this customer. No calls in to customer service with the number on file. The customer more than likely has been dealing with the seller of the contract. Matrix has reached out to the seller and they show negative pro-rated refund due. Matrix has sent back their portion to the finance company and it is now the obligation of the seller to refund the customer any amounts due if at all.

  Customer Answer

  Date: 03/26/2023

   
  Complaint: 19843077
  
  I am rejecting this response because: I just need money refunded without complications
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 06/14/2023

  The business has not resolved my complaint and I wish to continue pursuing to get my refund owed to me.

  Business Response

  Date: 06/20/2023

  Matrix has no more obligation on this contract. It is canceled and the pro-rated return has been sent to the finance company. Any additional money owed has to be collected through the marketer of the contract. 

  Customer Answer

  Date: 06/22/2023

  Reference 55632707-7C750,  complaint number ********, what is the name of finance company that I can contact to obtain refund?

   

  *******************

  Customer Answer

  Date: 06/24/2023

  I am rejecting this response because:   I have contacted the "finance company", I believe the name of finance company is Mepco and the response was, Since Mepco only services the payment plan (collection of payments) for your vehicle service contract, requests for any information regarding claims or coverage, service reimbursements, cancelations, reinstatements, refunds, or any vehicle service contract related issues must be directed to the applicable selling agent and/or administrator as listed on all documents sent by mepco.

  Problem is I am not finding the contact information to request my refund owed to me.  I have reached out to all the contacts provided on said contract and no one is helpful.  This is beyond  ridiculous and all the time spent to get my money back is a joke!!!

  If either Mepco or matrix can provide the correct information for me to contact someone to obtain my refund that would be greatly appreciated.

• Initial Complaint

  Date:12/22/2022

  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 signed up for a car warranty that was not what it said it would be. I filed for a refund in August 2022. I recieved the first payment in September of $1,000. I was supposed to receive additional $1,000/month per check until the refund was paid off. I have not since received any additional monies, which would be approximately an additional $2500. The company is constantly putting off my inquiries and will not comply with my requests to get additional documentation regarding this payment. Anything you can do to help is greatly appreciated. We paid the amount in full at the time of purchase. They have not sent any supporting documents.

  Business Response

  Date: 01/16/2023

  Matrix is investigating and will get back to you shortly with a resolution.

  Customer Answer

  Date: 01/19/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This business has been giving me this response since October of 2022. On August 15, 2022, I was agreed to get monthly checks until the full amount of $3,346.24 was paid in full. I have received no additional payments since the first $1,000 we received in September of 2022. I was told on November 14, 2022, that another check #****** would be arriving within the week. It was never received. In my follow up with them weekly and then daily, I keep being told they will follow up, so this reply is not acceptable to me. I have no items to upload as all of this has been done by phone.

  Customer Answer

  Date: 07/19/2023

  Hello, My Complaint ID: ******** has still not been resolved. The Matrix Car Warranty company has still not issued a full warranty as promised. I received one check of $1,000 on November 20, 2022. I was supposed to receive multiple checks the following month for an additional $2,346.24. The additional checks have not been issued. It has almost been one year now and I still feel this company is fraudulent. Please help.

  Business Response

  Date: 07/19/2023

  Matrix has refunded the appropriate amount. The customer needs to speak to the seller of the contract for any additional refunds owed. When Matrix spoke to the seller we were made aware that the customer charged their card back and so there was no more money due back to the customer. 

  Customer Answer

  Date: 07/25/2023

  I am rejecting this response because:   I have not received the payment in full.  *********** and parent company have not made the original amount due of $3,426.   I do not know who to contact to inquire further of this as far as the company goes. Please respond with contact information as to where I can follow up to get my refund.  
  Thank you,

  ****** Brands

• Initial Complaint

  Date:10/19/2022

  Type:Customer Service 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.

  Received unsolicited phone calls and direct mail, including one that had a photo of my house on it and includes a fake check -- this is fraud.
  
  Called the number, was routed to a company called Sprout Coverage, which I was told by the representative is part of Matrix Warranty Solutions. Other possibilities are *********, which is a loan company located in the same building as ***************. This is an absolute shell game. They are trying to get people to purchase things that they don't need by threatening that something is expiring that they never signed up for.
  

• Initial Complaint

  Date:10/13/2022

  Type:Product 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.

  Matrix refuses to mail a warranty that explains what components are covered for 2 years now. I was scammed and paid $3000 for this so-called warranty. Over the phone they tell me it covers everything not in the ***********************************************. Over the phone I have been told in general it covers:
  engine components, transmission components, transfer case components, drive axel components, ac/heating components, suspension components, steering components, cooling components, fuel system components, electrical components, hybrid components, seals and gaskets. Then each of these components has many components that are also covered. But they will not mail me my warranty of what parts are actually covered for going on over two years now. The excuse for not mailing is that it is too much information and changes. This leaves me open to fraud and scam without a contract stating what my warranty does cover, it lets Matrix decide whatever they like at their discretion. I have several pamphlet 7 pages of "Exclusionary Coverage" but no actual warranty of the parts verbally discussed on the phone that are included in my warranty that expires in 2027. Consumer beware! This is a bogus company and how and why they have an "A" rating is beyond me. They should have a zero for scammming and annoying people with MEPCO robo calls that intially called non stop during covid when seniors like me were stuck at home and vulnerable. I lost 2 people during ther covid pandemic and this was the first time in my life I was scammed. I am still waiting for my warranty policy to come in the mail. They could have hand-written it by now but continue to make excuses for not sending an acual warranty policy. Matrix handles claims. Try to call the claim department! TRy to speak to an Administrator! Try to get help from Roadside! Nobody there! The phone loops of these 3 Companies are outrageous. They will keep you in limbo as they did with me for 2 years.
  

• Initial Complaint

  Date:09/07/2022

  Type:Sales and Advertising 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 received a flyer in the mail about an extended car warranty on my wife's vehicle. I called the number to inquire about pricing and at the end declined the offer. The man on the other line hung up. Immediately after he called back and said "F-you guys" and kept screaming but I hung up. The number on the flyer is X-XXX-XXX-XXXX. Some one should stop this man in what is a clear fraudulent attempt.

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 7, 2022/09/23) */
  Matrix does not send out any mailers whatsoever. It is likely the company or person who sent them is not affiliated with Matrix at all. The fact that the sales rep called back just to be confrontational is disturbing as well. Matrix does not employ any sales reps and would never allow such behavior. Please take caution if you receive this flyer.
  
  
  Consumer Response /* (3000, 9, 2022/09/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is a disturbing matter and to deny that it wasn't your company is not acceptable. Your phone number is on the flyer so I suggest you find out which employee this was and terminate their employment. The phone call back was highly inappropriate and action should be taken.