ComplaintsforMatrix Warranty Solutions, Inc

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Every day for the last several months, this company has called and harassed my household for a myriad of unethical warranty sales requests. WE have opted out of this companies lists over and over. WE have attempted to block their phone numbers. They just continue to illegally spoof other phone numbers and call us, sometime several times a day. Please help us Americans get rid of ruthlessly aggressive sales vultures like this. This company is breaking the law as it is not legal to falsely put in local phone numbers to fool people into thinking this is not a sales call.

  Business response

  03/28/2022

  Business Response /* (1000, 5, 2022/03/10) */ Matrix does not make telemarketing calls. Matrix does not condone harassment or robocalls with spoofed numbers. Matrix will circulate the consumer's number to any marketer that we independently contract with and make sure they are added to their DNC lists. If the consumer gets another call, they should press the seller for their company's name so we can address with them directly. Consumer Response /* (2000, 7, 2022/03/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept the response but will tell you that I already did what they recommended and the sales person clearly stated who they worked for and had the address info I used to look up the company. I have asked to be put on their do not call list several times and the calls just kept coming in, until I entered this compliant that is. Hopefully I am done with them but am sure the rest of America is still not out of it.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 5 year, 100,000 mile warranty for my car back in 10/24/2018. The contract number is ELENEPXXXXXXX and my VIN is **********LXXXXXX. On Presidents' Day of this year, I began trying to cancel this warranty in which this company would prorate the warranty and send me a check for the remaining time left on this contract. I have called 10+ times often ending in a hang up from the company or referring me to another company to resolve this in which the other company has no idea what I'm talking about. I have emailed the customer support. They keep saying it will be resolved in 2-3 business days and I would receive a confirmation email with the amount I would receive back. Although, today is day 4 and I still haven't heard anything back. Instead of resolving the issue, Matrix keeps referring me to other businesses that cannot help me. I am worried they will continue playing games and never send me the check for the correct balance. Furthermore, I have spent a total of about $9000 in repairs out of pocket since the start of this contract. The warranty keeps claiming the car is neglected so they won't cover the repair costs. Although, I have done everything I can to ensure my car is in the best shape possible. Car issues happen and it is not because of neglect like they claimed. The warranty costed $3014 and they did not cover any of the repairs even though it is outlined in the contract the repairs are covered parts. This company keeps refusing to even let me know the amount I would get in return. The customer service wouldn't let me talk to a supervisor. They owe me money and are making it impossible for me to collect it. I have attached the contract below

  Business response

  04/07/2022

  Business Response /* (1000, 5, 2022/03/03) */ Matrix has sent out their portion of the pro-rated refund to the customer 3/2/2022. The customer will need to reach out to the seller directly for their portion of the refund. Consumer Response /* (3000, 7, 2022/03/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regardless of what Matrix paid to takeover my policy, my policy is now in Matrix's hand. My contract costed $3014. According to Matrix, they owe me 34.10% of the contract. Amounting to $1037. In the contract added to this BBB claim, it is stated Matrix is the obligor of this contract not the seller. Since the seller went out of business, Marrix assumes full responsibility of my contract. I am trying to settle this amicably but if Matrix fails to do so, I will be taking them to court. I have not spent a single penny on this contract with claims and the contract said it covered parts that Matrix chose not to cover. If this is not settled from this complaint, I will be taking Matrix to court for the full amount of the contract and my out of pocket expenses.

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Omega auto care claimed that I had coverage with them which I never did. Which they say they is connected to matrix warranty solution. I never had them they was just taking money off my card now they trying say I owe them $400.00 and want to settle out. Trying to get my card number again talking about we will forgive you. First off I never had y'all. So refund my money and leave me alone. And take me off the list

  Business response

  03/15/2022

  Business Response /* (1000, 5, 2022/02/21) */ Matrix has searched for the customer and does not have any record of this customer having a policy with us. Omega is a completely different administrator so maybe the customer is confused and has a policy with them. We are unable to assist further at this time.

• Initial Complaint

  01/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over the past several months, Matrix Warranty Solutions has made at least 25 illegal solicitations to my cell phone - each in violation of multiple provisions of both the Telephone Consumer Protection Act ("TCPA") and Florida Telephonic Sales Act ("FTSA"). An agent also attempted theft by trying to charge my credit card repeatedly for different amounts after I'd ended the call. I sent a pre-litigation demand letter to the company's listed address, which according to USPS records was signed for on 10/28/21. However, I've received no response from the company to date. This is a final good faith attempt to allow for a response from either a registered agent or official counsel for the company so we can, hopefully, resolve this matter short of litigation. At no point did the company have my prior express consent to contact me, and thus, for *each* of the 25 calls made, Matrix Warranty Solutions violated 2 different provisions of the TCPA and 3 different provisions of the FTSA. Under the TCPA, subsection (b)(3) prohibits the use of ATDS and subsection (c)(5) prohibits calls made to numbers that have been listed on the National Do Not Call Registry ("NDNC") for over 30 days - my number has been listed since 2005. And under the FTSA, 501.XXX(X)(a) prohibits the use of ATDS; 501.XXX(X) prohibits calls to numbers listed on the NDNC Registry; and 501.XXX(X)(b) prohibits "number spoofing." Each of these violations allows for $500 in recovery, and triple that amount if the violations were made "willfully or knowingly." Altogether, between the TCPA and FTSA, these 25 calls represent at least 125 separate violations, and a total of over $200,000 in liability. If I receive no response from Matrix Warranty Solutions by 5pm EST Friday January 28, 2022, I will be filing TCPA and FTSA claims in the FL 18th Circuit. I may also decide, at any time and at my discretion, to inform any and all relevant federal agencies of these violations and potentially criminal acts.

  Business response

  03/22/2022

  Business Response /* (1000, 5, 2022/02/01) */ Matrix does not market, sell or solicit to consumers. We simply administrate claims for Element programs. Matrix does not control, direct, oversee, or manage how these call centers operate their businesses and conduct their calls, other than a specific clause in the contract that requires them to comply with all state and federal law when selling Matrix policies. See Jones v. Royal Administration Services, Inc., 887 F.3d 443 (9th Cir. XXXX) (court held that the Administrator was not liable because the telemarketer was its own independent business that sold VSCs for multiple companies without direct supervision of seller, telemarketer provided its own equipment, set own hours, and only received payment if one of its employees made a sale, and although seller had some control over telemarketer, it did not specifically control the calls at issue). Matrix will however, circulate the consumer's phone number to all appropriate DNC lists. Consumer Response /* (3000, 7, 2022/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I reject the company's response. While you may state that "Matrix does not control, direct, oversee, or manage how these call centers operate their businesses and conduct their calls...," I'd like to point out that it's public record that Mr. ******* and Mr. **** *********** the owner and CEO, respectively of Matrix Warranty Solutions, Inc., also hold executive titles at Guardian Auto Shield, which is a call center that sells the exact same policies that Matrix administrates, and even lists Matrix Warranty Solutions, Inc. as an "Alternate Business Name" on their BBB page. So any insinuation that you simply contract out all of your telemarketing to "third-party" marketers is downright false and disingenuous. Further, regardless of the Jones v. Royal Administration Services Inc. ruling out of the 9th Circuit that you cited, or the specific clause you make sure to include in your contracts with these "third-party" companies that are apparently fully separate call centers with no affiliation whatsoever to the owners of Matrix, still none of that automatically precludes Matrix from facing vicarious liability in this matter, as you're well aware. A key point in that case hinged upon the fact that, while the administrator did have control over the telemarketer, they weren't shown to have control over the specific calls at issue. Jones v. Royal wasn't just some blanket cover of all liability for administrators. You've stated that you "will... circulate the consumer's phone number to all appropriate DNC lists." If you're capable of doing that, then you're also capable of having each of those companies search their call logs for the calls I've alleged. I suggest you do so. Otherwise, I will simply have to file my case against Matrix Warranty Solutions, Inc. and a John Doe seller, then let discovery subpoenas help us get to the bottom of this. Business Response /* (4000, 11, 2022/02/28) */ While Guardian Auto Shield offers Matrix policies, they did not make the phone calls in question. Unlike the other call centers that we contract with, we do have direct access to the call logs of Guardian Auto. Upon conducting the appropriate inquiry relating to your claims, it revealed that Guardian did not make the phone calls in question. While you indicated that Matrix is capable forcing each call center they contract with to search their call logs for the calls you have alleged, this is simply not true. What we can do is ask them to conduct an inquiry and to notify us if there is any activity associated with your number, which we already have done. These call centers are not our agents or employees and they run their own non-exclusive operation; as such, we do not exercise a level of control over them that would allow us to gain direct access into their call logs nor can we force them to do anything outside of their contractual obligations. As for the Royal decision, while you are correct that the court noted that Royal wasn't shown to have control over the specific calls at issue, the main analysis undertaken by the court was whether an agency relationship existed with the third-party call center (and thus, whether the administrator could be held vicariously liable). After a thorough evaluation of ten different factors, the court concluded that there was no agency relationship. Our relationship with the independent, third-party call centers that we contract with is very similar to that of Royal and the named third-party. Just to reiterate, Matrix has asked each of the call centers that we contract with to add your number to their internal DNC List. Furthermore, we have requested that they notify us if they have any sort of activity associated with your number. We have inquired into your allegations to the fullest extent that we can. If your allegations are substantiated and we find out who is responsible, we will be sure to let you know and take appropriate measures on our end.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received a notice in the mail. That my home warranty has expired. Im giving you a copy of the notice so its more self-explanatory and also the Payment Plan Agreement that is in the booklet. The agent I talked to said it would take ten days to get the booklet. He also said if I decide not to get the plan. I could get my one hundred dollars back from my credit card that I had to pay for the booklet. He gave a phone no. and an extension No. No one will answer the phone. I did put a block on my credit card.

  Business response

  02/23/2022

  Business Response /* (1000, 7, 2022/01/26) */ Matrix has reached out to the marketer of the contract. The customer never made a 2nd payment so they are effectively canceled in their system and they are refunding the down payment. The customer should receive their refund in 5-7 business days.

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