Matrix unit faulty and service on both tracking and battery drainage dismal

I have emailed Matrix post an unfruitful conversation with customer care to formally raise concerns regarding the tracking unit fitted to my mother’s 2005 Toyota Rav in October last year.

The device was installed for her safety due to increasing forgetfulness/getting lost—but instead of offering peace of mind, it has caused repeated issues.

Last week, I experienced a two-hour delay in tracking updates and had to rely on Life360 to locate the vehicle. This is unacceptable for a product meant to provide real-time safety monitoring.

We’ve had to replace the vehicle’s battery twice—once before installation and once after. It’s evident that the tracking device is draining the battery. Despite this being a home installation, I’ve now been told to make a dealership appointment for diagnostics. The issue is not complex—it’s clearly the tracking unit causing the drain.

Customer care response has been frustrating. Calls involve long wait times, only to be told to send an email. A WhatsApp message I sent a week ago regarding the delayed tracking has still gone unanswered.

The device has failed to deliver its primary purpose and instead created consistent problems with delayed tracking and battery failures. I have now requested cancellation, but have been informed to wait 48 hours for a response. Based on prior experience, I expect this will likely take a week or more.

I urge your team to take this matter seriously and proceed with immediate cancellation and resolution.