Device Possible Fault

My car recently broke down. The diagnostics from the vehicle manufacturer listed the tracking device as the source of the problem. I requested an assessment report from the vehicle manufacturer and had same sent to Matrix for assistance and way forward. They responded to my email with a no-reply email address completely indemnifying themselves from the situation without the due diligence of having their technicians assessing the units and submitting a report of their findings to the vehicle manufacturer. Matrix was recommended by my insurance and I am highly disappointed by their treatment and response. They have no regard for their customers or the value chain of being a service provider for the insurance company. Do not use their services as they do not care about their customers especially when the devices may be at fault. I do not have a resolution or any mode of transportation. The worst part is that they will deduct their fee as usual leaving customers dissatisfied and disadvantaged.