ComplaintsforMatrix Warranty Solutions, Inc
Auto Warranty Plans
Multi Location Business
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Complaint Details
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Initial Complaint
08/13/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I had purchased a ultimate saver 50 plan for 5 years and I recently tried to contact them on coverage of parts of my car. Every number i have tried in their booklet leads me to some other company. There was a message saying that as of july 2023 thebpolicy has been cancelled and then transfers me to another company which hangs up on me. If my policy was truly cancelled I would like a refund for what i paid.Initial Complaint
07/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased a auto warranty on 7-4-2021 was to be for 5 years. Called because I am having problems with my transmission and was told they are out of business.My contract was with ULT SAVER 50, contract number LTUSF35139.Amount paid was $3851.00.Initial Complaint
02/28/2024
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
On 11/23/2020 a car warranty from Matrix for $3195.00 for my 2012 ******* ******** On November of 2021 my car broke down and I took it to the repair shop. After being told I needed a motor I contacted Matrix and couldn't reach anyone at any of the numbers that were listed on the contract. As with my vehicle being only source of transportation to work I paid out of pocket $5565.00 to repair my vehicle when this was the responsibility of Matrix and the contract agreement. I want a full refund for the money I paid MatrixInitial Complaint
02/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
I purchased an auto warranty through Matrix Warranty Solutions and paid it in full. I tried using the coverage and found that the company filed bankruptcy. How do I get reimbursed for the contract that Matrix didnt honor? Please advise thank you.Initial Complaint
02/22/2024
- Complaint Type:
- Billing Issues
- Status:
- BBB unable to locate business
date of contract - 7/11/2021 Warrantee protection plan 60 months for any problems requesting a full refund $3195.00 No attempt by Matrix Before bankruptcy member # LTUSF84243 *************************** 2231 ************* ******************* ** ***** 60 Month term number 0f payments 18months $166.67mo. payment date start 7/11/2021Initial Complaint
07/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 6/20 I took my car to the dealer because the temperature gauge has been fluctuating on a regular basis. Running very hot at times, but not overheating. The senior technician ran some tests. On 6/21 they told me exhaust gases were leaking into the coolant system, causing the gauge fluctuation. Could be a leaking or blown head gasket. Or worse. I called Matrix on 6/22 and I was told the repair should be covered by my warranty, but the dealer would have to call to initiate the claim. So the dealer called Matrix to start the claim. After several days, Matrix sent a rep out to witness the problem and discuss with the technician. On 6/27 the dealer called me to say the rep had been there. The tech told him he needed to run the car for approximately 30 minutes for the problem to present itself. But after only 10 minutes, the Matrix rep said he had seen enough, the engine was running normally, and he abruptly left the dealership. After he left, the problem appeared, just as the technician said it would. Matrix concluded the car engine was fine, no repair was needed, and they closed the claim. On 6/30, when I found out how this was handled, I called Matrix to explain that the rep left too early to witness the problem. The gentleman I spoke with very rudely said no, the car runs fine, there is no need for a repair, and the claim is now closed. I tried to explain how the technician has documentation explaining the problem. But he cut me off in mid-sentence and hung up on me. My experience with Matrix has been absolutely terrible.Business response
07/13/2023
The inspector was not able to verify any failure. Written report: Report 1) The inspector verified the engine starts and idles as designed. There are no abnormal noises coming from the engine. There is no smoke from the exhaust at startup. There are no indications of an intermix condition. The engine passes a block test. There are no diagnostic trouble codes. The **** system operates as designed. Cause of Failure 1) No failures demonstrated.
The repair facility did not mention to us that this is only under certain circumstances. The inspector did not note this either. If there are certain conditions that need to be met for a repair facility to demonstrate a failure, the repair facility needs to make sure that they can produce those conditions. If the vehicle needs to be ran for 30 minutes, they need to run the vehicle for 30 minutes prior to the inspector getting there.
The repair facility thinks that the failure is the head gasket. They reported that exhaust gasses are getting into the cooling system.They performed a block test for the inspector. If exhaust gases are getting into the cooling system, the fluid in the tester will change colors. There was no change. There was no smoke coming from the tailpipe, another possible sign of a head gasket issue. This type if failure is typically not an intermittent failure. It is either good or failed.
We have no problem inspecting the vehicle again if the repair facility believes that they can demonstrate the failures to an inspector.Customer response
07/23/2023
I am rejecting this response because: After speaking with a Matrix representative I realized there was no way they would ever hold up their end of my contract. I read BBB reviews and complaints about how Matrix conducts business and decided to move on. I traded in my broken car for a fraction of its value and got another vehicle.Initial Complaint
07/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
i received mail from this company saying that i needed to call them about a warranty on my car urgently. i was under the impression that they were from my dealership. i called the number and got pressured into buying a policy. i realized it was a scam very soon after the original call. i then tried to call the many numbers affiliated with this company and got no where. from people telling me they will call me back (never did) to people saying i needed to wait for the mail to come in 5-7 business days. i then went to my bank and changed debit cards to avoid this scam company taking more money out than agreed upon. the mail didnt come for a couple weeks and when i got my hands on the mail i called the number for cancellation. the woman i spoke to on the phone told me i couldnt cancel even though it was stated in the packet i was sent that i could get a full refund and cancellation within 30 days. i called before the 30 day **** and she told me i had to pay $150 because i didnt call on the first of the month and my first payment was due. i told her that doesnt make sense because the packet told me i could cancel within 30 days free of charge plus refund for the original deposit. she got rude with me and wouldnt let me cancel. the company is saying i owe them money but wont let me cancel unless i pay that $150 even though i tried canceling before the 30 day ****. i contacted my bank and got the original deposit back. i would just like my account cancelled and for them to stop calling and texting me. i dont want a collection agency to come after me but i also dont want to give them $150 that i shouldnt have to fork over because i contacted them and tried to cancel before 30 days.Business response
07/13/2023
Matrix does not send out mail marketing pieces nor do we sell contracts. Matrix is a claims administration company. Matrix has reached out to the seller and they have refunded 100% of the down payment. No other payments have been taken. The contract is canceled effective immediately.Initial Complaint
06/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Been trying to cancel the auto warranty since 5/10/23. Tried contacting billing and customer service, multiple times in many days and times. Unable to speak to anyone. Called 855-500-Matrix (6287), *****************-397-6767 without any luck of getting myself refunded. I do not want this policy. I never received a contract in my email to review prior to policy being kicked in. It is a scam. I would have cancel once I reviewed the contract via email. The information received in the mail has no information how to cancel. I attempted to send a message on their website multiple days. BUT always received this error There was an error trying to send your message. Please try again later. I should not have had to file a complaint in hopes to get the contract cancelled. I want my policy terminated immediately. I dont even care if I get a refund or not. I just want this over with #TREEP963827Business response
07/13/2023
Matrix has reached out to the seller of the contract. The seller has refunded $100 to the card on file. The remaining $36.38 will be via check and mailed to the customer.Customer response
07/13/2023
The card on file has been disconnected. The company will not be able to refund the card on file. They can send the entire amount in a check.Customer response
07/17/2023
I am rejecting this response because: The card on file has been disconnected. The company will not be able to refund the card on file. They can send the entire amount in a check.Business response
07/17/2023
This would need to be addressed with the seller of the contract. Matrix is not able to refund anything direct to the customer because we work through a finance company. If the customer needs the seller information, please give us a call and we will provide.Customer response
07/17/2023
I have reviewed the business response and accept this resolution.Initial Complaint
06/25/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
This was purchased by my brother as a thank you for driving while I was deployed. I have looked into this company and their scam and have attempted to have services reimbursed per their policy while home and none of the above have been covered. I also have called on multiple occasions to have them stop billing the account on file and they have not ceased drawing money from the account. This has been occurring since September of 2022.Business response
07/13/2023
Matrix reached out to the seller of the contract. The seller said the customer called them on 9/26/22 with policy questions but no indication of cancellation or claims. Auto pay is currently stopped with the finance company. **************** will reach out to the customer directly to cancel the customer and provide the appropriate refund.Initial Complaint
05/15/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Billing assistanceBusiness response
05/17/2023
Matrix will have someone from customer service reach out to you.
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Customer Complaints Summary
83 total complaints in the last 3 years.
28 complaints closed in the last 12 months.