ComplaintsforMatrix Travel Network

• Initial Complaint

  05/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased this with the understanding that if we did not use it we did not have to pay a yearly fee, the company keeps contacting us and states we must pay. Then we can sell or trade. We have tried to work with the company but they aren't willing, they only want payment. We would like to resolve this by having the company suspend our account, sell it, just leave us alone. They have pressured us for more than three years and we have not once used the company and they mislead us from the beginning. Our account number is ***********. Thank you for your considering this complaint.

  Business response

  08/25/2022

  Business Response /* (1000, 5, 2022/06/14) */ The contract membership agreement the ******* agreed to and signed stating they agreed to the terms within state there is a yearly fee and only the services are suspended not the License renewal fees as the contract agreement goes on to state that those fees have to be brought current and it also states if not on recurring electronic debit for the yearly renewal there is an additional billing and processing fee. When these members last renewed we sent them all the information they requested and more for them to sell/transfer their membership. No one has been mislead or pressured, these members simply need to contact our office and either bring their license renewals up to date or to close it out through a fair settlement agreement . As the contract states we do not buy or sell anything we are simply the License renewal agents/travel provider for what these Licensees have purchased. Again, the ******* need to contact our office and we will be happy to help them resolve their account. Consumer Response /* (3000, 7, 2022/06/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have made several payments and have never used the service as far as contacting matrix we have spoke to them several times and they want me to pay a sizeable fee to end his relationship which I don't think is fair considering we have made payments and never have or will use this service the way I understand the contract is that if you are delinquent you cannot use this until you pay up to current being that I am not going to use I feel I shouldn't have to pay just cancel please Business Response /* (4000, 9, 2022/06/17) */ The purpose of the membership contract paperwork is so the member and the fulfillment company each know their responsibilities to keep their part of the agreement. We have fulfilled all of our part by being here to provide all the services purchased. The ******* simply need to contact our Member Services office to reach a fair settlement agreement if they do not want to use what they purchased. The company goes to great expense in providing, maintaining, and improving the membership benefits and does require ALL members to fulfill their part of the signed membership contract agreement! We look forward to helping the ****** either bring their membership account up to date to use what they purchase or to close their membership account through a Mutual Release.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Years ago I traded my timeshare unit to this company in exchange for a membership in the travel club that promised all kinds of wonderful services which really didn't play out as promised. Trying to make reservations through the service was difficult and time consuming and I always found better deals on my own. I told them years ago that I don't want their service anymore and have never used it. Now I'm getting a bill for $508 dollars for several years of past due annual fees which they intend to send to collections. I called them today and spoke to Aby who was rude and unhelpful. She said she would send me a mutual release to sign, which I am happy to do, but I do not want to pay the $508 for services I never wanted or used. I feel this was a scam from the beginning and even bigger one now that they are trying to collect this fee for nothing I ever received. She said to read the fine print in the contract....enough said. Stay away from this sketchy company. I'll reach out to social media next. Thanks for your assistance with hopefully resolving this. My contract # with them is *********

  Business response

  06/21/2022

  Business Response /* (1000, 5, 2022/05/05) */ The Members purchased from an Independent sales/marketing company and the product purchased was Matrix Travel Vacations travel package. We/*** Holdings are the fulfillment company/travel provider and would not know of any timeshare deal or agreement they made with that distributor. That transaction is a sperate and distinct transaction for the purchase of this club membership. These members have used the membership many times booking and traveling through the clubs agents. These members have never requested by phone, email, or mail to close their membership account. We have continued to bill and rebill these members by mail and as a courtesy we have called and emailed them to no avail. These members need to simply contact our office paying their open unpaid accruing dues up to date or reach a settlement agreement to close/cancel they membership account. Consumer Response /* (3000, 7, 2022/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I told them many times years ago that I was not happy with their service which I believe I tried a handful of times. I was never advised of how to end the agreement or that the annual fees would continue ti accrue Business Response /* (4000, 9, 2022/05/09) */ There were bookings over four years 2015 through 2018. These members have never requested by phone, email, or mail to close their membership account. We have continued to bill and rebill these members by mail and as a courtesy we have called and emailed them to no avail. These members need to simply contact our office paying their open unpaid accruing dues up to date or reach a settlement agreement to close/cancel they membership account.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  In 6/13/2016. My wife ******* and I attended a travel presentation in Sarasota from a local travel promotion agency there. At that time we agreed to some purchases from that company and signed a contract , which they presented as necessary , with Matrix Travel Network, through which they worked. We later canceled our relationship with the Sarasota travel agency, and assumed that the contract with Matrix which was solely associated with them, was also canceled. To the best of our knowledge we have not used any Travel Services. from either organization since 2017. Both ******* and I have been affected by COVID-19, and have not been able to work since March 2020. I am disabled with four ruptured discs, and ******* is disabled with a heart condition and vein problems. We cannot do our work, have no income other than Social Security, and do not travel because of our physical condition. Recently we have been receiving Dunning letters and telephone calls from the operating company known as the ************* on behalf of the contract with Matrix. I have told the individual calling me of our inability to pay what they were calling for and didn't believe that we owed it since we have not used to this service, in about five years and didn't believe that we even had it anymore. Now Matrix Travel Netwerk has sent us a letter demanding that we pay them $1099 to cancel what they consider our obligation. We do not owe this money.

  Business response

  08/03/2022

  Business Response /* (1000, 5, 2022/04/07) */ We have reviewed the ******** membership account. We are closing this membership account based on all factors considered. Consumer Response /* (2000, 7, 2022/04/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) We accept the resolution,so long as they agree that along with the closing, we owe nothing.

• Initial Complaint

  01/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We purchased a membership on 11-19-16 from a matrix travel and used it one/two times. We realized after paying in excess of $3000 this was something we no longer wanted to continue. So we contacted Matrix and canceled (or so we thought) the contract. (*********) Matrix continued over the years calling and sending emails begging us to come back. Fast forward to recent we are now getting bills in the mail and harassing phone calls saying they are going to send us to collections if we don't pay in excess of $1000 in dues for past years dues. We've never gotten a bill and calls saying we owe anything because we canceled the membership. I called today and Cindy states we never canceled anything and we owe the money. I'm not sure what's going on with them. Please help resolve this matter. And please have this company please stop calling us and harassing us. Thank you.

  Business response

  07/11/2022

  Business Response /* (1000, 11, 2022/02/23) */ The ******* are well aware of their unpaid renewals on the membership account. They were billed, rebilled by mail, and as a courtesy we called and emailed them offering (then) current incentives to help them bring their account up to date. When we spoke with ****** it was always that she would speak with Anthony and call back or they would be calling to bring their unpaid dues up to date as planning to travel in a couple of months. There was no previous request to cancel by phone, email, or mail from the *******. I emailed the ******* that filing a complaint would not change the fact of an open unpaid past due debt and that they must contact us to reach a fair settlement agreement to close/cancel their membership account if not wanting to pay the dues up to date to use the services they purchased. Again we have offered a more than fair settlement agreement for the ******* to close/cancel their membership account. They simply need to contact or office to resolve their open membership account! Consumer Response /* (3000, 13, 2022/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have not used their service since the 1st year after purchase. After being contacted to pay our renewal fees the 2nd year we decided this service was no longer of any value to us so we let our membership lapse. There was never any indication that we would renew in order to book future travel. After recently being billed for 4 years of fees without any service rendered we did contact them by email and offered to pay $280 (1 year fee) and have our membership closed. They did not agree to our offer. We feel the $280 was a fair amount since there has been no services rendered since the 1st year and we are basically giving them money to close our account. Business Response /* (4000, 15, 2022/02/28) */ This was fairly settled directly with the ******* 2/25/22 and their membership is now closed Consumer Response /* (2000, 17, 2022/03/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) This matter was handled.

• Initial Complaint

  01/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We joined Matrix Travel in 2017 paying original fees to join with the understanding that we had the option to discontinue our membership in 1 year if we did not find it useful. We may have used or attempted to use Matrix 1-2 times in that year. After that we chose by mail not to re-enroll and discontinue our membership. Since that time up to the past week and a half we had not received any communication from Matrix Travel. No bills were sent to us, no collection notices, etc. in reviewing all of our emails including junk and spam there were none from Matrix travel except in 2017 which was not regarding billing of any kind and then on 1/10/2022 which was a vacation offer (this was received after I had called to complain about the bill I received on that same day, requesting yearly fees from 2018, 2019, 2020 & 2021. This was the only bill we had ever received from Matrix Travel Network. We have also not requested or used any of their services since 2017. We had also been promised a 7 night cruise in 2017 which we attempted to obtain, but were never given. I would like the company to cease their harassment and stop requesting payment and remove us from any of their lists.

  Business response

  07/29/2022

  Business Response /* (1000, 9, 2022/03/09) */ We have reviewed the ****** membership account and have cancelled their membership benefits account based on that information and per their request to be cancelled. Consumer Response /* (3000, 11, 2022/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Our membership benefits were cancelled in 2018 when we chose not to renew our membership. We have received no benefits from this company after the first year. The desired out come we seek is for Matrix Travel to state we do not owe any past or future fees of any type. We do not want to be harassed by them in any manner. On last contact with Matrix when we returned their phone call of 1/27/2022 we were told that Matrix had mailed our original contract out to us on 1/11/2022 we had not received the contract and we were told they would re-send the contract. It has been 6 wks and we have not received anything in the mail from Matrix. The company's behavior is beyond fraudulent and is extortion. We do plan to contact the State Attorney General if the situation is not rectified Business Response /* (4000, 13, 2022/03/15) */ Per or last email response; We have closed/cancelled the ******* membership account having no further cost or obligations! Consumer Response /* (4200, 15, 2022/03/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) We would agree if the Matrix company states we owe them no past, present or future financial obligations that they had claimed Business Response /* (4000, 17, 2022/03/29) */ Ridiculous, the membership account is cancel move on with life!

• Initial Complaint

  12/20/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We joined the Matrix Group back in 2019 paying $4,000 to join what we thought was a travel agency. We were told that we had to pay an annual membership fee thereafter, if we chose not to do so any longer than our service would lapse and go away. Nothing whatsoever was mentioned by the sales group about a "Mutual Contract" that was FOREVER and that you needed to sign a "Mutual Agreement" and a check for $995.00 (which is extortion) to sever this Mutual agreement. Two years ago I received a personal phone call from an older gentleman asking if I wanted to renew my membership via a credit card and that at any time I could cancel the membership. I have not utilized this service in the past two years partly in the beginning due bad customer service (I would have to repeatedly call back before I could speak with someone). Then COVID hit and that was on hold for months and now my mother is very ill and I am not able to travel. As a result I called and asked to cancel what I believed to be my annual membership fee (on top of the initial $4,000) paid and let this go. When I called today to speak with Miranda and explain how I had not been satisfied with the customer service she got angry with me and basically indicated that I was lying. Additionally, I would never ever ever ever enter into an agreement that I had to pay a mutual release fee of $995 after paying $4,000 initial fee and two years of membership fees? No where in my contract does it state about at Mutual release payment. Ive looked at all 20 items listed.

  Business response

  06/24/2022

  Business Response /* (1000, 5, 2022/01/12) */ The ********* membership account was closed 12/28/21 after review of their membership account by our Review Board. Consumer Response /* (2000, 7, 2022/01/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) satisfied that our account was closed on 12/28 and not further contact will be made by this company.

• Initial Complaint

  12/07/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Matrix travel continues to harass me about money they feel I owe them. I have told them repeatedly that Darryl from ****** is and has been my contact. He has told me that I owe nothing to them and to disregard them. I find it particularly hard to believe that they are trying to collect money owed since 2017 supposedly, yet they have only contacted me about three months ago. If I indeed owed anything why wait 4 to 5 years to collect? They have now resorted to threatening emails and are looking for a settlement of some kind. They have already said I could negotiate a fee and not have to pay all that is supposedly owed. Darryl as their representative is the only person I have ever dealt with and will only listen to his advice.

  Business response

  06/21/2022

  Business Response /* (1000, 5, 2021/12/16) */ Please notify the customer that our records show they never activated their membership with us (their travel provider). We have contact our third party biller and told them to stop. These consumers purchase elsewhere and our services were offer to these displace members. The membership account is closed. Consumer Response /* (2000, 7, 2021/12/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as their repeated requests for money are not actually owed I am satisfied.However ,is it possible that on the day after they settled their "third party" collection agency called once again trying to get money .

• Initial Complaint

  10/15/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We joined Matrix Travel Network 6/13/15 in ********* Fl. We have not used the service and have no plans to in the future. We paid $3000 member # **********. We did try to use the service a couple times and found that it was better to go independently. We decided that we were not going to be able to use the service. When were going through the sales pitch, I asked the question of how we cancel the membership since there was nothing stated in the agreement except if annual dues are not paid in a given year, all my travel services will be suspended until my dues are brought to a current status. The answer was to not pay our dues and you will not be able to use the service and it would be canceled. The $3000 would not be refundable. We contacted them of our decision by phone and they told us our account was no longer active and we would no longer get billed and we haven't until now. We now got mutual settlement and release of $777. We did as we were instructed and want to be canceled.

  Business response

  05/17/2022

  Business Response /* (1000, 5, 2021/10/27) */ The ******* placed one request for something they had already booked for a wedding so they were just price shopping after the fact and travel pricing is very much about now-today so unfair to compare pricing on something already booked through a wedding group discount! The only other previous travel request was for FREE Air fare they received in a voucher from a separate company which we cannot provide travel services on. The independent Distributor was a sales/marketing office which would have no say or control over the contract agreement the ****** made with us their fulfillment company/travel provider. This was clearly outlined in the contract paperwork titled Acknowledgement & Bylaws which stated there were no separate oral or written promises made contrary to the paperwork its self! We have no such record of a phone call, email, or written request to cancel. We never stop billing, rebilling, and as a courtesy called and emailed the ****** (then current) incentives to help them bring the dues up to date to use the services they purchased but again they failed to respond just as they failed to answer the dues statement billings. We do have (return mail service requested) on all our mailings and never received any return mail. The ****** need to contact Member Services to reach a settlement agreement to either bring their membership account up to current or reach a settlement agreement to close the account.

• Initial Complaint

  10/07/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a membership in Matrix Travel ********* in 2015. I paid $4,000 to access their travel services. We used them once in 2016. We haven't received travel information for YEARS, but we have had innumerable harassing calls and notifications since we stopped paying dues in 2020. That year I wrote Tom and explained that our contract reads that if I do not pay my annual dues in a given year, all my travel services will be suspended. I had not been receiving services or accessing the site even in the years I did pay my dues, therefore I must believe it is suspended . I do not see anywhere in the contract that you cannot cancel but they claim our dues will accrue forever. I have been told this repeatedly and adamantly by Abi, Amanda, Kathy and Tom. I stated in my letter that we accepted our losses and wanted to cancel. There was no response to it, yet the calls and bills continued. They are becoming more frequent and harassing.

  Business response

  12/13/2021

  Business Response /* (1000, 6, 2021/10/08) */ Thank you for the additional information regarding the consumer listed above. As a good faith gesture after receiving this new information we are cancelling all debt, past, the present and future, that we show is owed by the above consumer and do show their travel membership account is cancelled. Consumer Response /* (2000, 8, 2021/10/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) That is the response I requested in my letter of 7/20. Hindsight is 20/20, but how I wish I had never given them $4000 of my hard earned money in the first place. It is a real lesson learned. I am so completely happy that the BBB was so effective in such a short time. I had been working for the same result for years. It is so unfortunate that people make the living by being rude to clients. Buyer beware, especially when pressure is involved in the sale. I could have taken a very nice family vacation on the money, which was the reason for my purchase. THANK YOU BBB!

• Initial Complaint

  09/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We joined J******************** out of ********, Florida in 2015. We paid our membership and fist year fee of $199. In February 0f 2017 we received a letter from Matrix stated that ***-*** had been terminated from being their independent agent and that they were now our official agency. We did not like their service and cancelled our membership. Miranda kept giving us the runaround about our cancellation. Ever since, we are getting billed each year for maintenance fees (going up in price each year). They bill us each week by email and each month by mail. Their bill is now over $1000. We no longer live in Florida and I have had heart surgery so we wouldn't be using their service even if we wanted to. We are tired of being harassed by these people. We are not asking for any refunds, just want this membership cancelled and the fees erased. Matrix member #**********

  Business response

  12/13/2021

  Business Response /* (1000, 10, 2021/10/21) */ ***Document attached*** Dear *****, The above attachment is cancellation of the ********* membership account. Thank You, Tom L** Member Services Mgr. ********************** Consumer Response /* (2000, 12, 2021/10/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, I accept the response. They have closed the account and forgiven any amount they deemed owed. We did not feel we owed any of it, so we are very happy with the result of the BBB efforts.

*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. ↩