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:04/17/2025

  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.

  They have been rescheduling my wellness appointment since February. , until now. This is unacceptable.

  

  Business Response

  Date: 04/18/2025

  Thank you, **** *******, for your outreach and contacting Better Business Bureau about your experience with Matrix Medical Network and sharing your concerns. Our sincere apologies for the experience youve had regarding the rescheduling of your appointments due to the provider's call outs. We will be sure to contact you today to get your appointment rescheduled. 

• Initial Complaint

  Date:03/20/2025

  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.

  Starting on 3/13/25 I have been receiving calls from ************ claiming to be part of my ******** health plan attempting to schedule some type of home physical assessment. I have adamantly told them I am NOT interested and to please stop calling me, but I continue to receive calls (some back to back) throughout the day. I am concerned because the called ID states that it is my health plan calling (NH Healthy Families) but when I call the # back, an automated message tells me it is Matrix Medical Network. PLEASE REMOVE ME FROM YOUR CONTACT LIST AND DO NOT REACH OUT AGAIN - I AM NOT INTERESTED!

  

  Business Response

  Date: 03/26/2025

  Thank you, Ms. ****** ******, for your outreach and contacting Better Business Bureau about your experience with Matrix Medical Network. Matrix visits and helps manage the care of thousands of health plan members all over the country including NH Health Families. The call was an attempt to provide you with in-home care if you preferred. Matrix has been providing in-home care services for over 20 years. Our clinicians provide in-home care all around the country. You have been placed on our Do Not Contact list going forward. 

• Initial Complaint

  Date:02/24/2025

  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 making this complaint on behalf of my 87 year old grandpa who unfortunately answers spam calls all of the time. He was under the impression that he was speaking to his healthcare company. I immediately looked up Matrix Medical Network and was bombarded with terrible reviews and allegation of scam. Someone did show up to the house but we did not answer the door. Please remove him from the call list and DO NOT send someone else to the house.

  

  Business Response

  Date: 02/25/2025

  Thank you, Mr. ******* *****, for your outreach and contacting the Better Business Bureau about your experience with Matrix Medical Network. Matrix visits help manage the care of thousands of health plan members all over the country. Matrix has been providing in-home care services for over 20 years and our clinicians provide in-home care across the country. Scam is a strong word and not the principles Matrix adheres to as we do not scam potential patients. Matrix Medical Network does not take advantage of seniors but provides them with personal in-home care that they can get in the comfort of their home. You have been placed on our Do Not Contact list going forward.

• Initial Complaint

  Date:01/30/2025

  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.

  The Matrix Medical Network called from this number *************. The call went to voicemail. When I checked the number it was a number I had blocked. Apparently they can still call even if they have been blocked. Others have complained they are taking advantage of seniors. They need to be stopped.

  

  Business Response

  Date: 01/31/2025

  Thank you, Ms. ******* for your outreach and contacting the Better Business Bureau about your experience with Matrix Medical Network. Matrix visits help manage the care of thousands of health plan members all over the country. Matrix has been providing in-home care services for over 20 years and our clinicians provide in-home care all around the country. Matrix Medical Network does not take advantage of seniors but provides them with personal in-home care that they can get in the comfort of their home. You have been placed on our Do Not Contact list going forward. 
  

• Initial Complaint

  Date:01/24/2025

  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.

  This company calls frequently to try to force a home visit, to the point where it feels like harassment. We both visit medical care providers regularly--and my husband goes every 90 days, unless he is ill, and then he goes more frequently! In addition, my husband also has a special case worker who helps manage his care due to some disabilities. Certianly this must all be quite clear in the medical records. I have told Matrix NO, you are not needed or wanted in our lovely home. We are taking care of ourselves just fine, and neither of us are homebound such that we would need housecalls. This feels like government intrusion, period, and they refuse to take NO for an answer. I have also blocked their number, but the calls still come. I would like the contacts to stop for good. I would like to be removed from the call lists, permanently.

  

  Business Response

  Date: 01/27/2025

  Thank you, Mrs. ******* for your outreach and contacting Better Business Bureau about your experience with Matrix Medical Network. You have been placed on our Do Not Contact list going forward. 

• Initial Complaint

  Date:01/14/2025

  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 have been called numerous times by Matrix Medical Network which comes up CareSource *************) which confused me at first because I have Care Source. I have read the other comments and had a sick feeling in my stomach that elderly people are being taken advantage of by this company. I would simply like to be on their no call list. For their sake, I hope I have been misinformed otherwise, good luck in the next life. Either way, please take me off of your call list.

  

  Business Response

  Date: 01/16/2025

  Thank you, *** ********, for your outreach and contacting Better Business Bureau about your experience and concerns. Matrix visits and helps manage the care of thousands of health plan members all over the country including CareSource. The call was an attempt to provide you with in-home care if you preferred so. Matrix has been providing in-home care services for over 20 years. Our clinicians provide in-home care all around the country. Matrix Medical Network does not take advantage of the elderly but provides them with personal in-home care that they can get in the comfort of their home. We will be sure to place you on our do not call list for the future. 

• Initial Complaint

  Date:01/05/2025

  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.

  Received a phone call from Anthem, phone number ************** at 8:14 am on Friday, 1/3/25. It came through as Anthem on my phone. Representative wanted to speak to my mother and to verify her address, etc. and my address. I verified that she is in skilled nursing but all calls come to me and all mail to my address. I recently sent in an address and contact form to Anthem so I thought this representative was verifying my information. After we talked for awhile and verified information, he asked me for my last 4 digits of my ss#. I think I gave it to him thinking this was legit and he was verifying who I am. Today, I called the phone number and the voice mail said Matrix Medical Network and leave a message. I thought it was Anthem. After researching on the internet, discovered this could be a scam call. I called Matrix Medical Network in ********* and left a message. I could not find a Matrix Medical Network in **** on the web. I'm concerned that I was scammed into giving my personal information thinking that I was talking to Anthem, and I was talking to a scammer instead. I cannot find Matrix in ********* on the BBB. I assume Matrix in Arizona is the main location.

  

  Business Response

  Date: 01/07/2025

  Thank you, ***** *****, for your outreach and contacting Better Business Bureau about your experience and concerns. This was a legitimate call, and we did investigate this further and listened to the call.When doing so, our representative did inform you of his name and he was calling from Matrix Medical Network on behalf of *****************************.  As stated, the purpose of the call was to verify that we did have the correct number for your mothers account, that you are the correct correspondent and made that note. Since your mother is in a skilled nursing home, we made a note that she will not need in-home care from Matrix Medical Network. Based on the call, he did not ask you for the last 4 digits of your social security number. This was not a scam call. "Scam"is a strong word and not the principles Matrix adheres to. Matrix visits and helps manage the care of thousands of health plan members all over the country including Anthem. Matrix has been providing in-home care services for over 20 years. Our clinicians that provide in-home care are around the ***, and in ***** 

  Customer Answer

  Date: 01/07/2025

  I am not accepting this response because I did not hear the agent's name nor did he tell me that he was from Matrix. If he did, it did not come through to my end or his voice was unclear. He did go in and out at my end. It is difficult to hear these agents sometimes when the connection is not always clear, and I have to make them repeat. But this call was the only one that I received on Friday, 1/3 and at the end of the call I was asked for the last 4 digits of my ss#, and I could not remember my ss# and I had to ask my husband. That I remember clearly because the question surprised me. 

  Yesterday, 1/6, I called the phone number and a representative from Matrix answered. She confirmed that it was a legitimate phone call and Matrix works with Anthem. I was not aware of this when the representative called me on 1/3. Like I mentioned before, perhaps he introduced himself but his voice was going in and out for awhile, and I did not catch everything that he said but thought I understood. If I am wrong on this point, I apologize.

  The phone number ************ came up as Anthem on my phone, and the phone log states Anthem. This is misleading because it is not Anthem. It is Matrix. It threw me off. 

  Thank you for responding but your response suggests that I fabricated this situation which I didn't. This is why I rejected your response.

  There is no need to respond back. I would like to end this now.

   

• Initial Complaint

  Date:10/23/2024

  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.

  Multiple calls daily from Matrix Medical....they are tenancious and harassing with these calls. I don't want them to keep doing this to me and anyone else.

  

  Business Response

  Date: 10/28/2024

  Thank you, Ms. ******* ********, for your outreach and contacting Better Business Bureau about your experience with Matrix Medical Network. You have been placed on our Do Not Contact list going forward. 

• Initial Complaint

  Date:09/21/2024

  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.

  9-21-24 I have an 85 year old parent that I live with who is sneaky and secretive, so I wake up this morning to her chatting with someone about doing a video assessment. I don't know what is going on so I don't say anything. Then later I hear her on the phone again telling someone that they don't know anything about electronic devices, can't see them or whatever then she asks if her daughter can help her. The woman says yes and I promptly hang up and block the number.They shouldn't be allowed to contact elderly people like this. I'm exhausted with how vigilant I have to be to keep my mother (and our home) safe and now I'm trying to figure out why this company even contacted her in the first place because she has dementia and her memory is horrible. If they want to know something about her health they should start with that person's caregiver FIRST.

  

  Business Response

  Date: 09/23/2024

  Hello - thank you Ms. ******** ****** for your outreach and contacting the Better Business Bureau, and our apologies for the lack of clarity. Your name was not listed as a caregiver on your mothers account internally. You have now been added so any information going forward, we will be contacting you directly. Matrix Medical Network works with dozens of health plans across the country to offer in-home health visits to its members. These visits are offered at no extra charge to eligible members. We work in conjunction with your health plan to ensure your health status, medications,etc. are up-to-date and accurate. If you would prefer that Matrix, not call you any further, we can remove you from the call list we received from your health plan. Thank you again for reaching out.

• Initial Complaint

  Date:09/19/2024

  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.

  Continuous calls from this company daily, even thou the number is blocked. I am supposed to be on the donot call list.

  

  Business Response

  Date: 09/23/2024

  Thank you, Mrs. ******** *************, for your outreach and contacting Better Business Bureau about your experience with Matrix Medical Network. Based on our database, we have not attempted to contact your husband since 2017. We attempted to contact you once in July 2024, and once in early September 2024. We have you placed on our Do Not Contact list going forward. 

  Customer Answer

  Date: 09/23/2024

  Matrix medical has stated that they called in July 1917 about my husband, he has been deceased since June of 1917.

  They claim they called me once in September of this year. In fact they phone me several times a day. September 23 rd. I received  4 calls from them between 10:25 am and 3:04 pm. 
   How is this possible if as they claim I am on the do not call list?

  

  Business Response

  Date: 09/25/2024

  Thank you, Mrs. ********* Is there a way you can provide the number that has been calling you? We would love to investigate this further. We do have you placed on our Do Not Contact list going forward. 

  Customer Answer

  Date: 09/28/2024

  The .number that is calling me claiming to be Marrix medical is **************.