Complaints

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:05/09/2023

  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.

  Not that as an employee we have a choice but STD claim filed, critical illness claim filed. Im in stage 5 kidney failure, dialysis and had a kidney removed. Way too much stress to be worrying about paying bills. Got a email on 5/2/23 that my short term disability had been approved and a check was being sent to my bank with in 3 business days. NOTHING. Have called and emailed my examiner, her back up, their supervisor and manger multiple times last week and can not get a phone call or email back. Seems to be SOP. Lack of communication to say the least.

  Business Response

  Date: 05/10/2023

  This message is a response on behalf of Matrix Absence Management, **** (Matrix) to the above-referenced complaint filed by ***********************. We are unable to respond to your inquiry as all information that *** be related to our processing of any benefits claim is confidential.  This includes confirmation that a claim *** or *** not exist. We take all claim processing related complaints seriously and attempt to resolve each one in good faith. We encourage **************** to reach out to ** directly to share any concerns that he *** have regarding any claim we *** have processed.

• Initial Complaint

  Date:05/04/2023

  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.

  My company ADT uses matrix absence management for leave claims. I am on short term disability following a back injury that lead to paralysis and surgery with on going issues. Matrix Absence has put a road block in the way every step of the way. I have not been paid no less than 5 times. I have doctors notes putting me out of work until June 23, 2023. So matrix absence says we will approve it until March...I then had to argue my case with them to get it extended until April... ** April they denied my claim until I had a Physical Therapist send them documentation because, somehow my doctor wasn't good enough for them. That put my check 1 month back even though they got the information by the requested time frame. When I call Matrix Absence i am told my leave is approved until June my matrix portal says May 7 even though I have an MRI scheduled for the 5th to figure out why I cant stand for more than 10 minutes, sit up straight for more than 20 minutes and cant feel my leg. I feel Matrix Absence is acting as a gate keeper, participating in unfair claims settlement practices and denying claims without a physicians review. So someone is practicing medicine without a license. I am going up our HR chain to let them know about this company they hired.

  Business Response

  Date: 05/10/2023

  This message is a response on behalf of Matrix Absence Management, **** (Matrix) to the above-referenced complaint filed by ***********************. We are unable to respond to your inquiry as all information that *** be related to our processing of any benefits claim is confidential.  This includes confirmation that a claim *** or *** not exist. We take all claim processing related complaints seriously and attempt to resolve each one in good faith. We encourage **************** to reach out to ** directly to share any concerns that he *** have regarding any claim we *** have processed.

  Customer Answer

  Date: 05/10/2023

  I have reached out via multiple avenues and still have not received an update from them. I sent an email to my claim examiner *********************** and requested a formal administrative review and stated they have a timeline before I file a claim with the scc and sic

  Business Response

  Date: 05/10/2023

  This message is a response on behalf of Matrix Absence Management, **** (Matrix) to the above-referenced complaint filed by ***********************. The BBB is a public forum. As such, we are unable to respond to your inquiry as all information that *** be related to our processing of any benefits claim is confidential.  This includes confirmation that a claim *** or *** not exist. We encourage **************** to reach out to ** directly to share any concerns that he *** have regarding any claim we *** have processed.

• Initial Complaint

  Date:04/05/2023

  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.

  My company uses matrix to pay our maternity leave. My child was born 2/20/23, today is 4/5/23 and I have not gotten any payments from Matrix. On 2/21/23 I filed my claim with Matrix. I was assigned a case agent- ***************************. She never sent over any paperwork to my doctor, never responded to any calls or emails. I ended up getting in contact with ***************************** who kindly sent all the paperwork and got me set up for direct deposit payments since ****** failed to do so. I sent over direct deposit information and verified my correct address 3/22/23. A month later. Even after sending direct deposit information and verifying my address Matrix sent my payments to an address I have not lived at in 4+ years. I even checked with the current residents and nothing was delivered for me. ****** told me they would void the checks and issue me a direct deposit for all missing payments on 3/31/23. On 4/3/23 ******************************* calls and confirms this can be done but they dont have my direct deposit information- which I then sent again and she confirmed it was received. I have attempted to email matrix and call matrix and no one ever gets back to me. I just need the money I am owed for my leave. A supervisor ***** was supposed to contact me and never did. *** spent my entire leave chasing this company and not gotten to relax or enjoy time with my family due to the stress these missing payments have caused. On top of all of this my payments on rent and credit cards are late I need this to be addressed ASAP. My claim number is ******* and 5 weeks of maternity leave coverage is owed.

  Business Response

  Date: 04/06/2023

  This message is a response on behalf of Matrix Absence Management, **** (Matrix) to the above-referenced complaint filed by ***************************. We are unable to respond to your inquiry as all information that *** be related to our processing of any benefits claim is confidential.  This includes confirmation that a claim *** or *** not exist. We take all claim processing related complaints seriously and attempt to resolve each one in good faith. We encourage ****************** to reach out to us directly to share any concerns that she *** have regarding any claim we *** have processed.

• Initial Complaint

  Date:02/06/2023

  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.

  Hi, dear officer from BBB,My employer is using Matrix Absence Management for short term disability benefits. I am having a high risk twin pregnancy with multiple complications. I was put on short term disability by my doctor on 11/07/2022, and the duration was 4 weeks. I was very serious ill during that time due to blood loss. I filed my short term disability on 01/27/2023. But got rejected for STD coverage claiming I was filing too late. I asked for appeal process but got no reply from business since then.I was having a very hard time, hopefully BBB will help me with facilitation of the process.My eclaim number is *******. Thanks,Zhizhi

  Business Response

  Date: 02/08/2023

  This message is a response on behalf of Matrix Absence Management,Inc. (Matrix) to the above-referenced complaint filed by ***********. We are unable to respond to your inquiry as all information that *** be related to our processing of any benefits claim is confidential.  This includes confirmation that a claim *** or *** not exist. We take all claim processing related complaints seriously and attempt to resolve each one in good faith. We encourage ******** to reach out to us directly to share any concerns that she *** have regarding any claim we *** have processed.

• Initial Complaint

  Date:01/19/2023

  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.

  This company does not do what they are designed to do. I have been waiting for 2 checks for being out on paid family leave since dec15th 2022. When I call and leave a voice-mail with my name and phone number I get no response, when I send an email it goes unanswered until I get my corporate HR ***** Involved. Even then they do not response immediately. I am waiting for the 2 checks which has put me in a financial situation I am uncomfortable with. This company has zero regard for the people which they are suppose to be helping. The need to be held accountable for putting people in financial hardship which should never happen when the purpose of them is to make sure i am paid when I am out on leave .

  Business Response

  Date: 01/25/2023

  This message is a response on behalf of Matrix Absence Management,Inc. (Matrix) to the above-referenced complaint filed by *********************************. We are unable to respond to your inquiry as all information that *** be related to our processing of any benefits claim is confidential. This includes confirmation that a claim *** or *** not exist. We take all claim processing related complaints seriously and attempt to resolve each one in good faith. We encourage ******************** to reach out to us directly to share any concerns that he *** have regarding any claim we *** have processed.

• Initial Complaint

  Date:01/13/2023

  Type:Order 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 had to suddenly take leave for some family circumstances. I ended up getting sick with Coronavirus a couple days later. I was told by my supervisor and company to contact Matrix Absences. I contacted them Tuesday Jan 3rd. I was assigned a claim number and a claims examiner. I was told she would reach out to me within 2 business day. I didnt receive any communication from her until Monday January 9th. She sent me forms and instructions that would have been helpful to have the week before. She also did not respond to any of my emailed questions about the type of doctor who could sign my forms. Urgent Care doctors are not doctors in Matrixs eyes. I was left a voicemail from another worker in the company explaining this to me on January 11th at 1:44pm. As for the only time I spoke with the senior examiner I was chastised for getting sick with covid. Told I should not be sick anymore. Even though my urgent care doctor wrote a note keeping me out of work until the 17th. The Examiner also did not take into account my medical history-She continues to not answer her messages. She already implied that I was not going to get paid for being sick. I am disappointed with her and her companies behavior. This a benefit all employees have earned and they come off like an insurance company. I wish we could resolve this. But that would require communication on Matrixs part. *** reached out to legal counsel to learn more about my options and rights.

  Business Response

  Date: 01/20/2023

  This message shall serve as a response on behalf of Matrix Absence Management, **** (Matrix) to the above-referenced complaint filed by **************************Matrix is unable to provide detailed information in a public forum like the BBB; however, Matrix is the third-party administrator of short-term disability and family leave benefits offered by **************** employer. **************** claim is currently incomplete, pending receipt of sufficient documentation as required by the Family and Medical Leave Act (FMLA). Additionally, ************** requested leave for care of a family member under the ***** which is unpaid. We take all claim processing related complaints seriously and attempt to resolve each one in good faith. We encourage ************** to reach out to us directly to share any concerns that she may have.  We trust that this resolves the complaint as to Matrix.  

• Initial Complaint

  Date:12/27/2022

  Type:Delivery 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.

  Matrix is failing in its responsibility to assist with short term disability claims. After emailing and calling multiple times, I do not receive responses from my claim examiner for weeks. When I finally do receive a response, it is repeated information and my questions from previous emails are not answered. The failure to communicate on status updates, receipt of documents, and timely communication further provides negative impact to my disabling condition. The Matrix website says, "You can trust Matrix to deliver nothing short of superior results." Superior results is not my experience. Now go ahead and send your copy and paste response that absolves your responsibility.

  Business Response

  Date: 12/28/2022

  This message shall serve as a response on behalf of Matrix Absence Management, **** (Matrix) to the above-referenced complaint filed by *****************************. Matrix is unable to provide detailed information in a public forum like the BBB; however,Matrix is the third-party administrator of short-term disability and leave benefits offered by Mr. ******** employer. Mr. ******** claim is currently under review. We take all claim processing related complaints seriously and attempt to resolve each one in good faith. We encourage ****************** to reach out directly to share any concerns that he may have. We trust that this resolves the complaint as to Matrix.  

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 was advised to take a medical leave by my doctor for my mental health and adrenal health; I was not doing well, mentally at all due to my whole system shutting down. My employer was very supportive and directed me to Matrix to initiate the leave. First off, the start-up process was a joke, I initiated it 4 weeks before my leave, per my employer policy. When my leave was starting Matrix did not have an answer on my approval and my HR had to escalate it to get an update. They deemed my FMLA approved but it would take more time for STD pay. After a few weeks into the leave I received an update from Matrix that they did not have enough information to approve it even though my doctor, a medical professional provided all the information they needed; I needed to provide more notes and blood work. After multiple appointments and bloodwork they went under review again. After weeks of inquiring the update of my status around my 6-7 week **** and not receiving pay, they wouldn't respond to my inquires or still say its pending. On the day of me returning to work they came to a conclusion that it was not enough information to provide the pay, this was deemed by their medical staff. How is this even possible, my doctor is the one who worked hand in hand with me, and at each bloodwork and doctors visit you could see my levels improving. They claim they have a medical team review patient records but not once did I meet with one of their providers, or work under their care. It's all an assumption to get them out of paying. If I am approved for FMLA I should also be approved for pay. If a patients doctor is saying they should be on leave for medical reasons, it's should be honored. All Matrix should be verifying it that the doctors credentials are correct and the paperwork is filled out correctly. If you are an HR organization stay far away from using this company. There are much more ethical STD companies out there.

  Business Response

  Date: 12/23/2022

  This message is a response on behalf of Matrix Absence Management, **** (Matrix) to the above-referenced complaint filed by *********************************. We are unable to respond to your inquiry as all information that *** be related to our processing of any benefits claim is confidential.  This includes confirmation that a claim *** or *** not exist. We take all claim processing related complaints seriously and attempt to resolve each one in good faith. We encourage ****************** to reach out to us directly to share any concerns that she *** have regarding any claim we *** have processed.

  Customer Answer

  Date: 12/27/2022

  I do not accept the business response. I have contacted them many times about the situation and their reps have not been helpful. They say my claim is confidential and they cannot respond, yet tell me my medical issues is not enough for them to cover. This organization is very unprofessional and unfit to run as a company.

  Business Response

  Date: 12/28/2022

  This message is a response on behalf of Matrix Absence Management, **** (Matrix) to the above-referenced complaint filed by *********************************. As stated before, all information that *** be related to our processing of any benefits claim is confidential. The BBB is a public forum, and as such, we are unable to respond to your inquiry. This includes confirmation that a claim *** or *** not exist. We encourage ****************** to reach out directly to share any concerns that she *** have regarding any claim we *** have processed. 

• Initial Complaint

  Date:12/07/2022

  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.

  Matrix absence management delayed sending necessary forms to my medical provider until hours before they were due back, putting my disability claim in serious danger of being denied and forcing my providers to stay late to complete them. I was repeatedly told by my claims examiner, ***************************, that she had personally sent them. I received a call telling me if the forms werent received in the next two hours, my claim would be denied. They showed no sympathy nor remorse when I brought up the fact that my providers had yet to receive them and re-iterated they needed the forms back from my providers or else. Again, my provider had yet to receive the forms. Ironically, after yelling at them on the phone, my provider received them within 15 minutes.

  Business Response

  Date: 12/14/2022

  This message is a response on behalf of Matrix Absence Management,Inc. (Matrix) to the above-referenced complaint filed by *******************************. We are unable to respond to your inquiry as all information that *** be related to our processing of any benefits claim is confidential. This includes confirmation that a claim *** or *** not exist. We take all claim processing related complaints seriously and attempt to resolve each one in good faith. We encourage ******************** to reach out to us directly to share any concerns that she *** have regarding any claim we *** have processed.

• Initial Complaint

  Date:11/10/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  There have been severe issues from the start, but my complaint is regarding the poor handlings/communication since August 2022.I have attached all the time stamp email communication where I've reached out. I have only recieved 1 email back, which was from *************************** on 10/24/2022.I can provide call logs if needed with all the times I've called The Matrix pleading for help regarding my claim. I started my extention request in August. It is November, and I have not recieved ANY productive feedback regarding my claim. I've turned in paperwork several times and my claim has gone through many hands; the latest being the supervisor *************************** who assured me that she would fix the poor handling of my claim. Since she and I spoke on October 18th, I have called and emailed at least 3 or 4 times for an update. I My health condition drastically declines when there's large spikes in stress, and this company has by far caused several health episodes because of the unneeded stress they're causing. I am no longer receiving any pay for my time off and I am the ONLY income for the household. I also am unsure of my employment status, or if I will have continued health care because of Matrix.How many others is this company causing to suffer further healthwise and financially? Completely unethical practices from a company that is suppose to protect people while they are away from work for long stretches of time.

  Business Response

  Date: 11/17/2022

  This message shall serve as a response on behalf of Matrix Absence Management, **** (Matrix) to the above-referenced complaint filed by *************************. Matrix is unable to provide detailed information in a public forum like the BBB; however, Matrix is the third-party administrator of short-term disability and paid family leave benefits offered by Ms.******* ********* During the course of Ms. ******* claim, Matrix was in communication with ****************. Initially, the information provided was insufficient to make a determination; however, additional information has since been received and a determination has been made in Ms. ******* claim. *************** was contacted and informed of the result. We trust that this resolves the complaint as to Matrix.  

  Customer Answer

  Date: 11/17/2022

  They only contacted me AFTER i submitted a BBB conplaint. I can provide further evidence if needed regarding their handling or lack thwre of on my case

  Business Response

  Date: 11/22/2022

  This message shall serve as a response on behalf of Matrix Absence Management, **** (Matrix) to the above-referenced complaint filed by *************************. As stated before, Matrix is unable to provide detailed information in a public forum like the BBB. We are unable to respond to your inquiry as all information that *** be related to our processing of any benefits claim is confidential. We take all claim processing related complaints seriously and attempt to resolve each one in good faith. Should **************** have any concerns with regard to her claim, we encourage her to Contact us directly to share any concerns she *** have. We trust that this resolves the complaint as to Matrix.