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:10/03/2023

  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.

  This company was using a ** (304) area code, and upon the woman asking me if I'd like to schedule an in-home wellness check, I refused and started asking her questions as to why they'd have any need to be in my home. Needless to say I was hung up on, and I blocked their number. If they continue to harass me daily, calling 3-4 times until they get an answer, is going to stop. This company doesn't need any of my personal, or health information whatsoever.

  

  Business Response

  Date: 10/04/2023

  Thank you for taking the time to share your thoughts with the BBB, and ultimately, with Matrix Medical Network.

  Although Matrix works closely with your health insurance company (and dozens of others around the country) to offer our no-cost health services, we respect your right to ask that we no longer contact you about scheduling a visit.  I will request that your name and contact information be removed from our contact center and we will inform your health insurer that you are not interested in the services we offer.  Thank you!

  Customer Answer

  Date: 10/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:09/30/2023

  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.

  Continually harassed by Matrix. I've told them at least 4 times to stop calling me. They also spoof their numbers and I've had to block at least 11 calls from Matrix. In addition, they spoof the numbers and just call from a new number. Also, filing a FTC complaint due to their relentless harassment.

  

  Business Response

  Date: 10/10/2023

  Thank you for the outreach.  I have forwarded the message to our ************** operations team to have the name immediately removed from any future contact.  Additionally, we will inform the complainant's health insurance company that they have declined our services.  Thank you.

• Initial Complaint

  Date:09/01/2023

  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.

  I am tired of them calling and harrassing our household with phone calls. We have told them we are not interested and they call and call. I want it to stop!

  

  Business Response

  Date: 09/01/2023

  Thank you for reaching out to the Better Business Bureau with your request.

  I have submitted your inquiry to both our Production Team and *********** with the request that your name be immediately removed from any future calls or mailings.

  Thank you again for taking the time to share your concerns.

• Initial Complaint

  Date:08/19/2023

  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 husband and I have been harassed by this company trying to gain access to our home to assess the safety. We have repeatedly told them that we will not allow anyone in our home and have repeatedly asked them to stop calling us. We have blocked their number and they call from another number. It is extremely infuriating!

  

  Business Response

  Date: 08/21/2023

  Thank you for your outreach.  We will let our contact center know that you have requested to no longer be called on behalf of your health insurance provider.  Matrix partners with health plans all around the country to schedule and conduct in-home health visits; we will be sure to remove you from the contact list provided to us by your health plan.

  Thank you again for reaching out.

• Initial Complaint

  Date:08/02/2023

  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.

  I am writing to file a formal complaint against MATRIX regarding their persistent and unsolicited harassing phone calls that have caused significant distress. I have been subjected to relentless phone calls from Matrix which appear to be intentionally disguised by spoofing different phone numbers each time I block their previous call. This deceptive practice has caused me great frustration and anxiety.This relentless pattern of unsolicited calls constitutes harassment and is a clear violation of my privacy and well-being. I am deeply concerned about the negative impact these calls are having on my physical and emotional health. Furthermore, I am puzzled as to why such practices are allowed to persist without intervention.I kindly request that the Better Business Bureau investigate this matter and take appropriate action against them for their unacceptable behavior. It is my hope that through your intervention, they will be held accountable for their actions and the necessary measures will be taken to ensure that this harassment ceases immediately.Thank you for your attention to this serious concern. I trust in the Better Business Bureau's dedication to upholding ethical business practices and safeguarding consumers from such distressing situations. I eagerly await your response and hope for a swift resolution to this issue.

  

  Business Response

  Date: 08/03/2023

  Thank you for your outreach to the Better Business Bureau (and, by default, to Matrix Medical Network).

  On behalf of Matrix, please accept our sincere apologies for abundance of phone calls that are being placed to your home.  Matrix works with health insurance plans to offer in-home health services to eligible members.  We receive contact information from those plans to call and schedule in-home visits, however it is not our intent, nor should be our practice, to come across as relentless and harassing.  I have forwarded your comments to our leadership team and trust that we can use this to improve our training.  I have also requested to have your name and contact information placed on "Do Not Call or Contact" which means you should no longer receive any phone calls or mail from Matrix.

  Thank you again for your outreach.

• Initial Complaint

  Date:06/30/2023

  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.

  I continue to get unsolicited harassing phone calls from this business who seems to spoof different phone numbers after I block their previous call number.I am disabled,on a limited income and have a pay per use phone.Everytime they call me and I am tricked into answering,it cost me money I can't afford.They have been calling my number 2 or 3 times a day for I don't know how long now.I block their number,they just call using another number.This is harrassment,and robs resources from a phone kept for medical emergencies only,which I can ill afford to keep paying...to be harrassed.Why are they allowed to do this?

  

  Business Response

  Date: 07/03/2023

  Thank you for reaching out and sharing your experience with Matrix.  I have shared your message with our ************** leaders and have requested that your name and phone number be immediately removed from any future calls.  On behalf of Matrix Medical Network, please accept our apologies.

• Initial Complaint

  Date:06/25/2023

  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.

  Trespassing in my home, husband with *********'s apparently answered the phone and made an appointment to meet with these people, when I heard a voicemail confirming the appointment I called them and stated he had Alzheimer's and unable to make these decisions, I explained I have POA and nothing happens unless it goes through me. They say they updated the records, On March 23 when I wasn't home someone came in did an "exam" on my husband without my knowledge. I wasn't aware of this until I received a letter in the mail with there pseudo results who was here. Now I don't who was in my home, what they have *** have stolen. My husband is very naive, and unable to make any decisions. I am very upset by this inappropriate behavior, I *** file a police report

  

  Business Response

  Date: 06/28/2023

  Thank you for your outreach and our apologies for the experience you had with Matrix Medical Network.  Our in-home visit scheduling process has several different check-points before a provider is dispatched to a home.  Our apologies that we apparently were not able to communicate directly with you to confirm, or cancel, your husband's scheduled appointment.

  I have forwarded your message to our ************** leaders so that we may use this as an example to better train our agents on scheduling and confirming in-home visits.  Additionally, I have requested that your name(s) be removed from any future outreach.

• Initial Complaint

  Date:03/21/2023

  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 on behalf of a my son who is mentally and physically handicapped *************************. This company is supposedly a company that does health assessments for Anthem BCBS. Several weeks ago, they were scheduled to come to my home for one for me. No one showed and I had to fight several times to arrange for a new appointment. An extremely competent CNP came and completed the assessment. I told him I hoped their checks cleared and he wasn't fired since he was so good. I told to be careful of their foul-mouthed, filthy, incompetent reps. **** had had not scheduled my assessment and my my son's at the same time as promised. He made another appointment was made for him and told the person would be out between 2-4 PM today 3/21/23. I drilled them down since my appointment had been rescheduled when they had not even told anyone to come, but had me on the appointment. Real stupid!!! At 1:30 PM today I received a called from someone who self-identified themself as ********* ID #****** and said she would not be able to come until after 5 PM. We already had other plans so she cancelled it. I called the main number and they said that my person should have been someone named *************************. I don't if this company is disorganized or purposefully lies. I then called to see if this was the right company and someone named *************** said they have ****** lines and he wasn't sure. What a liar he must be! Elderly and disabled need to be warned about this terrorist-type company. I also asked to speak to *************************, (Sr. ********* according to their website) and they stated there is no such person, so they lied on their own website. As I type this complaint, someone called saying that the appointment was cancelled which it was already People need to be warned of this foul, filthy-mouthed bunch of s***** people who must prey upon the elderly and disabled. In my years as an educator and Supt. of Schools, they must have the worse customer service on the planet.

  

  Business Response

  Date: 03/22/2023

  Hello ******************** -

  Thank you for reaching out about your unfortunate experience with Matrix Medical Network.  We strive to give the health plan members we serve, from scheduling phone calls to the actual in-home visit, the best possible customer service and experience.  I'm sorry you did not receive that.

  I will be forwarding your message to our ************** leadership team so that they are aware of your situation, can address the situation with all the parties involved, and ensure this does not happen to another health plan member in the future.

  Matrix sees over ******* members per year; for the most part, our interactions with members in the home goes very well, from the time someone is called to the time our NP comes to the home.  It's disappointing that you had such a bad experience and for that I extend my sincerest apologies on behalf of Matrix.

  I will also copy ************************* ** your BBB submission so that he see it as well.  I'm not certain where you saw Mr. **************** name and title; I oversee the Matrix corporate website and we do not list any Matrix employees or titles, except for the Executive Leadership team (the *** suite).

  Nevertheless, thank you for your outreach.  If you would like your name removed from our call list, we will connect with Anthem BCBS to have you and your son removed.

  Thanks,

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

  Director, Corporate Communications

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

  .

   

   

  Customer Answer

  Date: 03/27/2023

  Attention: Destiny

  
  

  Per the instructions above, I am hereby requesting re-opening of my case since I had not received any information from you until today and was very upset that  you had not thoroughly and completely and competently addressed the issues.  You closed the case before I had the opportunity to have my son's THRID SCHEDULED medical evaluation from this company that cancels with no notice which was a complaint.

  
  

  I am rejecting the business as it was not thoroughly investigated and you must not have made sure that the issues were discussed.  I want to give this company ONE more change to not only schedule, but actually show up for my

  mentally handicapped's son medical evaluation which has not been conducted yet.  I believe that company is remiss in having agents calling me filthy, vulgar and uncouth names which I have never been called.

  
  

  Again, the company has not been open and honest about why cancellations are made and/or not kept.  Is it because he is a male, American, ******************************, straight mentally and physically disabled person, and middle aged?

  

  Business Response

  Date: 03/28/2023

  Thank you again, ********************, for your outreach to the Better Business Bureau and Matrix Medical Network.

  Your concerns have been escalated to several Matrix leaders, including those in our *************** Clinical Operations and Legal/Compliance.  We look forward to resolving your issue and apologize for any inconvenience.

  .

  Customer Answer

  Date: 03/28/2023

  I am rejecting the so-called "second business reponse" as there is NO RESPONSE.  I am not exactly what in the world **************** has done, but she certainly has not sent me anything from Matrix.  Therefore, as of now and I have left a message for ***************************, Operations Director, that this is not reponse, so I am rejecting no response.

  ************* does not know how to send a copy of any letter from Matrix.  What has been sent looks like something she did herself which only affirms my previous thinkiong and both Destiny and her are co-conspirators with Matrix as Matrix threatened if I reported them I would be in trouble stating "see what happens to you" which I  took as a threat on my life and told them so and they said "you can take it however you wanted."  Destiny and ******* should be, in my opinion, releaved of their duties.  I wonder what "incentives" they have gained from Matrix.  I realize cash is not acceptable and against BBB rules, bu most people know that companies give other non-cash incentives to not rule favorable with the customer, but for the company, i.e. gift cards, tickets, items, discounts, etc.

  Customer Answer

  Date: 03/29/2023

  I very much want to have my son's wellness evaluation conducted and hopefully by someone who will keep the appointments and not cancel four times.  This is important to Anthem and to his doctors

  for his care plan.  Being mentally and physically handicapped, these reports are often requested by ****************************** (for his disability income), ******** and/or ******** as a low income patient.  I do believe that this company does need need to be exposed in some form to not only the general public, but particulary members of

  Anthem who and in particuarly those who may be mentally or physically handicapped and need a guardian as I am for *********  Their rude, crude, foul, lying agents should be reprimanded.  Between myself and hopefully Anthem (at least I will be) filing complaints to the **** ********** of Health, **** ********** of Insurance, ******** and ******** about their less than quality treatment of patients.  I think that HIPPA laws have also been vilolated in asking for the Social Security numbers of him and myself.  The last four digits are well understood.  The other appears to be an attempt to steal identity.  

• Initial Complaint

  Date:11/18/2022

  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.

  Matrix Medical called me from ************ said they work with Caresource and wanted to schedule an in home visit? This sounded like a scam to me since I never heard of them, I use **************** a World class facility and doctors, so why consent to this? I took a snapshot of the number calling me and did a search, the number came back as a non valid number

  

  Business Response

  Date: 11/21/2022

  Thank you for reaching out to the Better Business Bureau about your concerns related to the phone call you received from Matrix Medical Network.  Matrix partners with health plans all over the country to provide in-home care & health assessment services to eligible members.  CareSource is just one of many health plans we partner with, and they provide us with eligibility lists of members who are able to utilize our services with no extra charge.  Our contact center then makes phone calls to those members like yourself who are eligible.  In no way are you obligated to schedule a visit with Matrix, and that should have been made clear to you on the phone call by one of our representatives.  If that was not conveyed, our sincere apologies.  Furthermore, if you are not interested in a Matrix home visit, we will have your name and number removed from our contact list right away.  Our apologies again for any inconvenience our outreach may have caused. 

• Initial Complaint

  Date:11/10/2022

  Type:Service or Repair 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.

  A company called " Matrix " keeps calling our home ** # every day and I answer the phone. They say they are from ******************** I have told them twice that no one in house has ********* Last caller asked if I was *********************** g,told no and he said he would take our number out of the system. This has been going on for ********** are on ********* not eligible for M'Caid

  

  Business Response

  Date: 11/10/2022

  Thank you for your inquiry and our apologies for the constant phone calls.  We do work on behalf of CareSource, as well as dozens of other health insurance plans around the country, to offer our services to eligible members.  In fact, CareSource shared your contact information with us specifically to reach to you to see if you would be interested in an in-home health visit.  However, if you have declined that opportunity, you should no longer be contacted.  Our apologies that it is still occurring.  I will reach out to our ************************** to ensure that your contact information is noted as "DNC - Do Not Contact" and you will be removed from any outreach.  Thank you again for bringing this to our attention.

  Customer Answer

  Date: 11/10/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************