ComplaintsforMatrix Travel Network

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We joined the Matrix travel network via an invitation/presentation in *********, **, in Feb of 2018 at an up front cost of $6195, membership number MTN2059_ _ _ _. We used the services several times and were quite satisfied. That satisfaction has waned over the last year or two leading us to consider cancellation/closure of our membership. I was told by telephone on 2/28/20 that we could go inactive by simply not paying the dues but we went ahead and paid for 2020 since we werent 100% certain we wished to cancel. On several occasions since then our wishes to end membership were expressed by telephone, to no end. We received a statement this week for overdue dues. I contacted the billing entity, Peachtree Renewals c/o Matrix Travel Network Vacations, *********** and was informed that my membership could not be cancelled per our contract; that my only options were to pay or transfer the membership to someone else. Although my contract contains no verbage to that effect, in good faith I brought my membership dues current today, 12/4/23.After again reviewing my contract and finding the large number of similar complaints via the BBB (a majority of which were responded to by Matrix and included or the other option is to contact our office to reach a fair settlement agreement to properly close/cancel through a Mutual Release document which breaks the current agreement then having no further cost or obligations., I contacted Matrix at ************** and was informed that such an option wasnt available to me. Having been a relatively happy member and currently paid up, I simply ask for a mutual release, since I neither wish to nor will be able to use their services in the future.

  Business response

  12/05/2023

  Member(s) spoke with our office yesterday and was informed where their contract has the verbiage member(s) were informed that ************ is the sales office, they are their own entitity, they simply sold member(s) their package (Matrix Travel Network Vacations) which is serviced by Travel Services as member(s) contract states, was also notified yesterday that they will be receiving a copy of their contract per their request within 14 business days. Member(s) simply need to contact our office to resolve this issue. 

  Customer response

  12/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I have again called the business as suggested, was connected to a VERY helpful agent and was given current information which I did not have. I still feel I wish to cancel my account, but will try out the new system for a year. Hopefully I will be pleased and can put this to rest. Thank you BBB!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I attended a seminar and have never used or even inquired about any of their services and had absolutely no contact from company until after Covid scared everyone. Never ever used, even the free gift I received. I think it was plane ticket vouchers.

  Business response

  09/22/2023

  Member(s) purchased a membership in 2017, whatever gifts were given at the time of purchase is the sole responsibility of the sales office, as member(s) received that regardless if they purchased a membership with us or not. That also should have been addressed in the first year not now.  

  Member has received yearly ********, re-********, calls, emails along with weekly newsletters with current specials and offers. We have made multiple attempts to contact the member to help them either bring their account up to date to utilize the services they purchased, bring it up to date to sell/transfer as their contract states, along as the account is current and we approve the transfer or to close the account through a Mutual Release. There has been no response on the members part to resolve the account. 
   
  We are here to help the member in resolving the account. These members are no different than other members who have failed to pay as agreed and had previously never requested to cancel. These members simply need to contact our office to either pay their fees up to current to use the benefits or to sell/transfer their membership themselves just as their contract states with our approval of that sell/transfer or the other option is to contact our office to reach a fair settlement agreement to properly close/cancel through a Mutual Release document which breaks the current agreement then having no further cost or obligations. 
  
  

• Initial Complaint

  09/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In the summer of 2015, my wife had received a mailing from this company stating that we could come and listen to a presentation and it would be good for a round trip airfare. At the time, my wife was battling stage 3 pancreatic cancer and we didn't have a lot of money due to medical and other bills. Our daughter at the time wasn't able to pay for both her ticket and another ticket to visit colorado before she had passed away. Her and I went to the presentation knowing that at the end, she was going to receive her ticket. After the presentation, they took my wife and I aside and basically continued to press the option of joining their club. My wife stated numerous times that all she wanted was her plane ticket and explained why? But they wouldn't take that for an answer and continued until they convinced her to sign up. This was the one and only time the service was ever used. My wife passed away several months later. I haven't heard anything from this company up until the last couple of years. Now they continue emailing me, calling me and stating that there are past due annual fees. Even sending me a **** form wanting me to use this as income. I told them I would do the **** if they were send me a form telling me they would release me from any this. They then stated I would still need to come up with several hundred dollars in order to get a mutual release agreement. The several times I have spoken with them on the phone I have told them i've never used their service nor do I ever care about using their service. I find it amusing that after many years of my wife being passed away that they decide over the last couple of years to contact me several times a week through phone calls and emails.

  Business response

  09/18/2023

  Member(s) account has been reviewed fully, there has not been a request to close their account by mail, phone or email. There has been many communications with member(s) in 2016 we spoke with *******, at that time he updated his email. and added a new phone number to his account, we offered to waive billing fee and member requested information sent to their email, we sent the information and did not speak with member(s) until 12/31/2016 in that conversation member(s) wanted an email again regarding a dues payment, which was sent, did not hear back from member until 2020 where he spoke with our office and wanted a copy of their contract sent by email, we sent a copy of their contract to validate the debt owing on 09/03/2020. We did not hear back from member(s) yet again. 

  Member has received yearly ********, re-********, calls, emails along with weekly newsletters with current specials and offers. We have made multiple attempts to contact the member to help them either bring their account up to date to utilize the services they purchased, bring it up to date to sell/transfer as their contract states, along as the account is current and we approve the transfer or to close the account through a Mutual Release. There has been no response on the members part to resolve the account. 
  
  We are here to help the member in resolving the account. These members are no different than other members who have failed to pay as agreed and had previously never requested to cancel.These members simply need to contact our office to either pay their fees up to current to use the benefits or to sell/transfer their membership themselves just as their contract states with our approval of that sell/transfer or the other option is to contact our office to reach a fair settlement agreement to properly close/cancel through a Mutual Release document which breaks the current agreement then having no further cost or obligations. 

  Customer response

  09/19/2023

   
  Complaint: 20620062
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer response

  09/19/2023

  I don't recall the company reaching out to me in 2016. That being said my email and phone number haven't changed only my address. Also, I'm sure if I would have spoke to them at that time, they could have offered me the option to cancel the membership, but no word of this is spoken. Doesn't it seem strange that they reached out to me in 2016 and then I never heard anything till 2020? So what exactly happened over those 4 years? And up until the last year and a 1/2 once again, I've heard nothing. No renewals no weekly or monthly newsletters as they state. When I did speak to one of their representatives about a month ago, after receiving a letter telling me they were going to file a **** c Intold them I would take that option and they hung up. Later I sent an email stating that I would file the **** and wanted an email stating they would release this "contract ".  A **** is sent when a company is seeking **** payoff. I'm fine with that although I don't agree with it.  It's hard to believe all of this started with going to a presentation and my deceased wife just wanting a plane ticket.

  Business response

  10/04/2023

  Once again, Member(s) account has been reviewed fully, there has not been a request to close their account by mail, phone or email. There has been many communications with member(s) in 2016 we spoke with *******, at that time he updated his email. and added a new phone number to his account, we offered to waive billing fee and member requested information sent to their email, we sent the information and did not speak with member(s) until 12/31/2016 in that conversation member(s) wanted an email again regarding a dues payment, which was sent, did not hear back from member until 2020 where he spoke with our office and wanted a copy of their contract sent by email, we sent a copy of their contract to validate the debt owing on 09/03/2020. We did not hear back from member(s) yet again. 
  Member has received yearly ********, re-********, calls, emails along with weekly newsletters with current specials and offers. We have made multiple attempts to contact the member to help them either bring their account up to date to utilize the services they purchased, bring it up to date to sell/transfer as their contract states, along as the account is current and we approve the transfer or to close the account through a Mutual Release. There has been no response on the members part to resolve the account. 
  
  We are here to help the member in resolving the account. These members are no different than other members who have failed to pay as agreed and had previously never requested to cancel. These members simply need to contact our office to either pay their fees up to current to use the benefits or to sell/transfer their membership themselves just as their contract states with our approval of that sell/transfer or the other option is to contact our office to reach a fair settlement agreement to properly close/cancel through a Mutual Release document which breaks the current agreement then having no further cost or obligations. 

  Customer response

  10/11/2023

   
  Complaint: 20620062
  
  I am rejecting this response because: Once again, the company states that they reached out to me in 2016 and hadn't heard anything back from me until they contacted me in 2020. This obviously isn't a good way to do business. Not having any contact with me for 4 years. Then when they do contact me. It is for an outstanding bill that they have for me. They state that they have sent me multiple mailings. That's never happened. The only time I have heard from this company is over the past year were they have flooded my emails and voicemails. Once again, in 2016 when they notified me. They could have gave me an option then to release me from this "contract." When I look at all of the other complaints that they have, the response is always the same almost automated. Clearly this company isn't doing business properly. 
  
  Sincerely,
  
  ***************************

  Business response

  10/11/2023

  We've never stopped trying to contact member(s) by phone, email or mail, it is up to the member(s) to respond to our attempts, all mailings and emails come from Travel Center, as Matrix Travel Network Vacations is the package purchased, the package is serviced by Travel ************* per member(s) contract paperwork. As stated in previous response, we have spoken with member(s) on multiple occasions in 2016 and 2020. Member(s) have not requested to close their account. 

  These members are no different than other members who have failed to pay as agreed and had previously never requested to cancel. These members simply need to contact our office to either pay their fees up to current to use the benefits or to sell/transfer their membership themselves just as their contract states with our approval of that sell/transfer or the other option is to contact our office to reach a fair settlement agreement to properly close/cancel through a Mutual Release document which breaks the current agreement then having no further cost or obligations. 
  
  

• Initial Complaint

  06/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Matrix is accruing a membership fee annually and harassing me for back payments. We disagree on the terms stated in the contract regarding this fee. The contract states that I cannot use their services if I don't pay the fee and that I could see the membership if they agree.My husband and I are seniors with health issues that will not allow us to travel. We have not used Matrix since 2017 and won't in the future. They say we owe $1300 but will settle for $600 and terminate the membership. I'm going to pay the fee to get them to stop with the calls, letters and emails.

  Business response

  06/28/2023

  Member(s) have already contacted our office and discussed the terms of their contract, they were made aware of the contract. As it states the services are suspended, not the account nor the dues, it continues to state those dues accrue. 

  Member has received yearly ********, re-********, calls, emails along with weekly newsletters with current specials and offers. We have made multiple attempts to contact the member to help them either bring their account up to date to utilize the services they purchased, bring it up to date to sell/transfer as their contract states, along as the account is current and we approve the transfer or to close the account through a Mutual Release. There has been no response on the members part to resolve the account. 

  Member(s) were offered a very fair settlement agreement to get this matter resolved, which they did agree to complete. 

  Customer response

  06/28/2023

   
  Complaint: 20248203
  
  I am rejecting this response because:  while I paid the money that they demanded, I don't believe that the contract stated what they said it stated. I am not going to take this any further but I believe that my complaint should stay on file.
  Sincerely,
  
  *****************************

• Initial Complaint

  06/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We paid in full for The Matrix Plan and have used it one time only. The savings were not substantial. We have not utilized the plan since 2018 yet they insist we pay the $200 fee every year. I told them we wanted out and did not want their services. They told me we have to pay forever. They keep calling wanting me to do ZOOM meetings which I did once and it was to encourage me to pay more each year for more benefits! I want nothing to do with this company, they are scammers!

  Business response

  06/20/2023

  Member(s) have booked since 2018, they booked a package in 2021 and a cruise in 2019. Member(s) have booked a total of 24 bookings through us since 2017 (The Time of purchase), member(s) stating the services have not been utilized but one time and not used since 2018 is a false statement. Member(s) have not expressed any interest to close the account, they have kept their auto-pay information up to date since purchase, member(s) just updated credit card information just on 04/04/2023. 

  Member(s) are simply making false claims trying to get out of their contractual obligations. We are here to help the member in resolving the account. These members are no different than other members who had previously never requested to cancel, but claim as such.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We attended a travel presentation and bought into a Travel Club in April 2017 #MTN205795**. After purchase we tried many times to use the clup but nothing was ever available at any location or any time we wanted to go. We didnt pay much for it so we never renewed the annual dues. We too were had the understanding that if you were unhappy, you would choose not to pay the annual dues. We have been hounded by phone calls, very few emails, and nothing in writing about all past due dues. We have told them numerous times that we are not interested in the company and would like to cancel all communication. We just received a mutual release to sign but wanted ******* to part ways but told us the board of directors would accept ****** to release all interest. We signed it stating we are paying zero because we have never received any services from the company, only harrassment. I will be reporting to the Attorney General also. Enough is enough!

  Business response

  02/16/2023

  This member's statement is untrue and the amount stated is a dreamed up number $3200.00 for what?,that amount was never spoken of. These members placed just one requested for air and car rental. The contract clearly states there are no discounts/rebates on air alone and the contract also states the savings on car rentals are minimal if any! There was no (tried to use the club many times) just the one request! These members have been billed, rebilled, sent letters stating their open, unpaid, past due, accruing balances all by way of US mail. We did call and email them as a courtesy offering (then) current incentives to help them bring their account up to date to no avail as these members did not respond just as they have never previously requested to cancel by phone, email, or mail. We do not have a (board of directors) and the Mutual Release document we sent this members in good faith in an effort to help them close/cancel their membership account which was changed/alter by them to {Zero dollars} again in an effort to try and get out of a debt they in fact owe!  These members can contact who they like and we will respond with the truth of the matter! These members are no different than anyone else, they need to contact our office to properly close/cancel through a Mutual Release document without attempting to alter said document!   

• Initial Complaint

  01/31/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for a vacation deal. I have not heard from this company in over ten years. They had my e-mail address and never once sent me an invoice. They have now contacted me by email demanding payment for the last 11 years.

  Business response

  02/03/2023

  We have never stop billing, rebilling, sending letter of past overdue accruing balances all by mail. Additionally as a courtesy we have called and emailed these membership to no avail. The day they purchased they signed and agreed they had a yearly payment due each and every year on 6/14 and simply turn their back on this debt. A claim never received any notice of payment due is just that, a claim in an effort to get out of paying or resolving their open account balance. We have return address services requested on all of our mails and nothing has ever been returned as wrong address or undeliverable but again by the binding membership contract these members entered into it became their responsibility to know of their yearly debt. These members simply need to contact our office to either bring their membership account up to date or properly close cancel their membership account through a Mutual Release document in a fair settlement agreement!

  Customer response

  02/04/2023

   
  Complaint: 18958064
  
  I am rejecting this response because: Please show all emails sent by you over the last 10 years
  
  Sincerely,
  
  ***********************

  Business response

  02/21/2023

  We have never stop billing, rebilling, sending letter of past overdue accruing balances all by mail. Additionally as a courtesy we have called and emailed these membership to no avail. The day they purchased they signed and agreed they had a yearly payment due each and every year on 6/14 and simply turn their back on this debt. A claim never received any notice of payment due is just that, a claim in an effort to get out of paying or resolving their open account balance. We have return address services requested on all of our mails and nothing has ever been returned as wrong address or undeliverable but again by the binding membership contract these members entered into it became their responsibility to know of their yearly debt. These members simply need to contact our office to either bring their membership account up to date or properly close cancel their membership account through a Mutual Release document in a fair settlement agreement!

  Customer response

  02/22/2023

   
  Complaint: 18958064
  
  I am rejecting this response because:

  I have requested copies of e-mails sent and have not received any. I don't think any where ever sent it they can not show proof of any of the emails they claim to have sent. My e-mail address has never changed
  
  Sincerely,
  
  ***********************

  Business response

  02/23/2023

  We sent many emails and made many phone calls as a courtesy in an effort to help this member get their account up to date and the key word here is (courtesy). We are not required nor will we start providing all the information we have which shows our attempts to help the members as if we do this for one we would have to reproduce this for all and that would be labor intensive and costly on accounts that have already failed to meet their financial obligations to this company. The day of purchase when these members signed and agreed to the terms and conditions it then became their responsibility to know they had annual fees due each and every year and if unpaid in a given year or years they would be responsible for the unpaid accrued fees. These members were billed, rebilled, sent letters of their past due balances all by US mail which has (address services requested) on all the mail so if undelivered it would be returned to us noted in our system and a new address found and resent to these members. A claim of not receiving a bill or a claim that these members never got phone calls or email is again just a claim in an effort to get out of paying a debt they owe so again the day the purchased they signed and agreed to the terms and conditions making themselves responsible to know they had a fee due each and every year. There is simply no truthful way these members can claim they did not know they owed the debt. We actively collect on all unpaid accruing fees and will continue to collect until these members contact our office and reach an agreement to either bring their membership account up to date or reach a fair settlement agreement to properly close/cancel through a Mutual Release document having no further cost or obligations.

   This members need to contact our office to finally resolve their open unpaid accruing balance! 

  Customer response

  02/23/2023

   
  Complaint: 18958064
  
  I am rejecting this response because: if this company claims to have sent all these emails then they should have a record and be able to produce them.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In December of 2022 I visited there website to book a condo in *******, ************* for Feb **** at the time the add showed beach front property and pool, after receiving the booking confirmation a bombshell was dropped. Notice no pool or beach access was available. I contacted matrix travel and they told me there was nothing that could be done, The booking was final and could not be changed or alerted. After several emails back and forth there was no sense of urgency on Matrix's part to help with this matter.

  Business response

  02/09/2023

  We contacted the 3rd party that this was booked through and they have agreed to give ************************ a refund. Once that is received by us, we will then credit **************************** credit card. Please allow at least 14 days for this to show up. None of this was disclosed to us when we booked this and the 3rd party was not aware of this either until we brought it to their attention. ************************ will receive the amount paid for the condo unit, but there is no refund on the insurance he took out on the condo. 

• Initial Complaint

  11/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We joined Matrix Travel Club in 2019 with the understanding that we had the option to discontinue our membership if we did not find it useful. We could also elect to renew for two more years or buy a lifetime membership. With ******19 on the raise and tons of travel restrictions we chose not to re-enroll in that first year. In the Consumer Sales and Security Agreement the contract reads, "The initial membership term is six months paid and six months complimentary membership in a vacation club. Buyer can elect to enter into a new membership at the end of the initial membership period at Buyer's option by paying the dues listed herein. The agreement further states "If the Member fails to timely pay the Club's annual membership dues the Club may suspend all travel services available to the Member until the Member's dues and membership status are brought current." Upon review all of our emails including junk and spam folders we have found travel updates from Matrix travel starting in February of 2019 and ending in September of 2020. Then nothing, no communication from them until 10/28/2022, as we begin receiving emails stating we owe for past membership dues. They were quite adamant that we had purchased a three-year contract, and that we would need to pay for two year of unpaid membership fees. During conversations with both **************** was informed they would ***** a mutual release if we paid $498 for unpaid membership fees or we could sell our contract to someone else. Since, we have informed them that we wished to discontinue our membership back in January of 2020 during the ******19 travel restrictions and we have not received any benefits from this company at all and the fact that their services discontinued following our failure to renew in 2020, we do not feel we owe further payment. We are not asking for a refund I would just like this company to cease their harassment and send us a written termination of contract for our future records.

• Initial Complaint

  11/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We bought into Matrix Travel Network (Member MTN205774AE) in 02/2017. The promised benefits included wholesale travel rates, condo weeks at slashed rates, and travel cost rebates. We used the service a few times, but found that the benefits of membership were grossly overstated in the sales pitch. We found better prices doing our own research. The available condos were mostly in undesirable locations or times. We did receive some rebates from Matrix, but ONLY after we chased them down.After giving the network an honest try, we realized that we had been duped and decided to no longer use the service. At the time of sale, we were told to stop paying the annual dues if we did not want to renew. We have a sales document with Matrix's name and logo that states: "$199 OPTIONAL ANNUAL RENEWAL" and the terms and conditions state:"If the Member fails to timely pay the ****'s annual membership dues the **** may suspend all travel services available to the Member until the Member's dues and membership status are brought current." We followed the direction that we were given and stopped paying the optional annual renewal fee.Our membership was paid through the end of March, 2019, and we have not used any **** services since. We recently requested (in writing) to cancel the membership, yet Matrix insists that we pay the annual dues for the years that we received no service (2019, 2020, 2021, and 2022). We have gone back and forth with them several times, and Matrix continually replies that our membership is not canceled until we pay the dues for the four years.We have spent $3,382 on the ****. They have made over $1,000 per trip that they have helped with. We admit that we made a bad decision to join the club and are not asking for any money in return. It is unconscionable that Matrix is demanding we pay an additional $796 to simply cancel our membership.All we want is for Matrix to officially cancel our membership without any further financial demands.

  Business response

  11/23/2022

  We have no record of previous request to close/cancel your membership by phone, email, or mail.  There is no record of a Mutual Release document which closes/cancel your membership account breaking the current membership contract agreement as again you did not purchase to cancel but to use, sell/transfer, or pass the membership on to family/friends. Your membership account was purchased to use the services or if you no longer wanted membership you could sell/transfer as outlined in the terms of your membership contract. Only the services are suspended if dues are unpaid, not the annual renewal fees. The contract also states those must be brought up to current. Unpaid dues do accrue from year to year additionally the contract allows for a 5% or cost of living which is ever greater on the yearly dues rate and there is an additional yearly billing fee if not set up on recurring electronic payment. We have never stop billing, rebilling, send letters of unpaid past due accruing balances , and a Audit letter all by mail requesting you contact us to resolve your debt. We called and emailed you as a courtesy but you failed to respond. Line 25 states if you have a dispute you will have to file through ******************************** and my understanding from others is that those fees to file far exceed any fair settlement agreement to properly close/cancel through a Mutual Release document that breaks the current membership contract agreement having no further cost or obligations. We collect on our own debt therefore we do not follow the ***** and if unresolved your unpaid past due accruing balance will go for further processing through our ************* It is in your own best interest to either pay your fees up to current to use, sell/transfer or close/cancel with a Mutual Release fair settlement agreement. The members need to contact our office to resolve their open unpaid accruing balance.
   
  

  Customer response

  11/30/2022

   
  Complaint: 18389678
  
  I am rejecting this response because of the factual inaccuracies in the response:
  

  "We have no record of previous request to close/cancel..."  ACCURATE.  We are doing so now.

  "There is no record of a Mutual Release.."  ACCURATE.  We are requesting one now.

  "Did not purchase to cancel but to use..."  ACCURATE. Unfortunately, the network did not deliver on what was pitched.  We are taking a huge loss on the purchase.

  "Only the services are suspended if the dues are unpaid, not the annual renewal fees"  INACCURATE.  We have a document from Matrix that specifically states: "OPTIONAL ANNUAL RENEWAL" in bold letters.

  "The contract also states those must be brought up to current"  INACCURATE.  The document states that they must be brought up to current to sell or transfer.  We have no intent to sell or transfer.

  The remainder of the response details the "debt" that we do not owe.  It all addresses the annual renewal fees that have "accrued" since we last used the service.  As mentioned previously, our documentation specifically states "OPTIONAL ANNUAL RENEWAL".  We exercised our option to not renew, and simply want to terminate the relationship.
  

  Further, there have been several email interactions with Matrix during this attempt to sever our relationship with them.  For whatever reason, their responses have become more dramatic and now include personal attacks.  We have complied with both the written and verbal direction we were given by Matrix, and they are demanding that we pay money that we have no obligation to pay in order to end the relationship.

  Sincerely,
  
  *************************

  Business response

  12/26/2022

  These members are trying to use wording from the Retail installment contract which does state (Optional Annual Renewal) which applied only from purchase 2017 to 2018 then if the dues were paid in 2018 it activated the membership contract servicing agreement with us the (fulfillment company/travel provider). You in fact did pay your annual renewal on 3/28/2018 to continue the the membership benefits. That clause was for just the choice in the first year only as once dues were paid after that then the membership contract goes into effect! The membership contract states the dues must be brought up to current if the dues were not paid in a given year or years. The membership contract separately states the dues must be up to current to sell/transfer. As previously stated these members need to contact our office to reach a fair settlement agreement to properly close/cancel through a Mutual Release document that breaks the current membership contract agreement having no further cost or obligations. We collect on our own debt therefore we do not follow the ***** and if unresolved your unpaid past due accruing balance will go for further processing through our ************* It is in your own best interest to either pay your fees up to current to use, sell/transfer or close/cancel with a Mutual Release fair settlement agreement. Again,these members need to contact our office to resolve their open unpaid accruing balance.

  Customer response

  01/14/2023

   
  Complaint: 18389678
  
  I am rejecting this response because:

  Matrix Response: "These members are trying to use wording from the Retail installment contract which does state (Optional Annual Renewal) which applied only from purchase 2017 to 2018"

  Incorrect. There is no mention anywhere that this applies for just the choice in the first year.  It is a standalone statement.  We were verbally told at the time of sale that the annual renewal is optional, and the document supports that.  The definition of "Annual" is literally "occurring once every year".  Matrix is twisting the wording to suit their desired outcome.
  

  Matrix Response: "You in fact did pay your annual renewal on 3/28/2018 to continue the the membership benefits."

  Correct.  We tried the service for more than one year.
  

  "The membership contract states the dues must be brought up to current if the dues were not paid in a given year or years."

  Not correct.  The agreement states that if dues are not paid, the services may not be made available to the member.
  

  Matrix Response: "The membership contract separately states the dues must be up to current to sell/transfer."

  Correct.  We have no intention of selling or transferring.  We simply want to end the relationship.
  

  Matrix Response: "As previously stated these members need to contact our office to reach a fair settlement agreement to properly close/cancel through a Mutual Release document that breaks the current membership contract agreement having no further cost or obligations."

  We have contacted their office multiple times, via email, asking for the Mutual Release document.  We have received email replies (similar to the BBB responses from Matrix) to our messages, but have never received the Mutual Release document.
  

  Sincerely,
  
  *************************

  Business response

  01/19/2023

  Wrong again, the first year was a complimentary membership on the Retail Installment contract then if the fees are paid they enter into a new membership which is exactly what was done when the 2nd years dues were paid executing the Acknowledgement of Disclosure, Terms & Conditions contract! Next these members are claiming something they were (told) at the time of purchase and the contract they signed and agreed to clearly states they did not reply on any separate oral or written statements contrary to what is listed within the terms and conditions-hearsay. Finally there is no closure clause in their contract as they purchased to use, then sell/transfer. The Mutual Release document is a document that breaks the current agreement having no further cost or obligations so again these members need to pay their unpaid past due accruing fees up to current to use or sell/transfer (with our approval) just as the contract states or they can contact our office to reach a fair settlement agreement to close/cancel through a Mutual Release having no further cost or obligations.

  Customer response

  01/20/2023

   
  Complaint: 18389678
  
  I am rejecting this response because:
  

  It is clear from the responses from Matrix on this complaint that this will not be resolved.  Their last response is indicative of what we've been experiencing.  Their response stated:
  "Next these members are claiming something they were (told) at the time of purchase and the contract they signed and agreed to clearly states they did not reply on any separate oral or written statements contrary to what is listed within the terms and conditions-hearsay."
  Our statement that Matrix was referring to actually said:
  "We were verbally told at the time of sale that the annual renewal is optional, and the document supports that."

  Our purpose was to demonstrate that what we had been told at the time of purchase is in alignment with our documentation from Matrix, but Matrix chose to extract an excerpt from one sentence and attempt to portray that we had stated something entirely different.

  In summary, we tried Matrix Travel Network, believing that we would have a good experience.  After a couple of years, we recognized that it was not worth the money that we had spent.  We followed the guidelines that were in the Matrix documentation and the verbal information we were given at the time of sale and elected to not pay the Optional Annual Renewal, realizing that if we wanted to use the service again we would have to get caught up.  We then realized that the network would never be worth the annual fees, so we decided to terminate our relationship.  When we attempted to terminate the relationship, Matrix has become exceedingly difficult to work with, and is demanding that we pay them over one thousand dollars to do so.

  
  Sincerely,
  
  *************************

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