This app has made it incredibly easy to communicate with my employer when my appointments are so that I can maintain my care plan. Initially, I received a call from one of the customer service representatives (I think) who walked me through the how the process worked. Since I needed intermittent time and not FMLA, my initial application was denied but that enabled me to apply for this accommodation. She also let me know what the timeline typically looks like, and that I can submit previous appointments from when my care window began. My only complaint is that this app tries to show me the tour twice every time I log in despite selecting to not be shown it again (and again).

The layout and ease of use of the app masks how difficult it is to deal with the company (vs a provider like Hartfield.) Several times, when dealing with matrix, without any fault of my own and with absolutely no notice it was about to happen, I had to go a month without being paid. I found out I wasn’t getting paid when the money didn’t hit my account. They claimed that they didn’t receive some paperwork from my doctor. Why couldn’t they call or email me and let me know that BEFORE deciding to withhold my paycheck since they obviously knew several days before I found out. I could have called my doctor about whatever paperwork they wanted and there been no disruption in pay. It seems to me like they try starving employees into returning back to work before they are healthy.

It took a solid 5mins for the login screen to process after submitting my info. Submitting documents is a pathetic. I had to take the photo and give it a name, but it wouldn’t submit. So, I logged out and back into to reset the client and upload documents. I had to do this 6x before it actually worked. As for “signing” anything, still won’t even let me. Every time I select the option to sign, it takes me to a blank white screen. No error message. No scrolling to see if stuck on top or bottom of the page. Just a white blank screen of uselessness with nothing to do and no where to go. This app is apparently the only way to sign because for some reason you can’t do it online. For something that’s required by employers for submitting medical time off, this is a worthless piece of junk and I hope the failures of this app don’t screw me out of pay or a job… you get ZERO STARS if it were possible.

I’m honestly pretty disappointed with the experience using the Reliance Matrix app. One of the main functions is being able to upload documents and photos, but the app repeatedly says the file size is too large even when the photos are clearly well under the size requirement.This makes it extremely frustrating to submit necessary documentation and slows down the entire process. If the app is going to have size limits, they should either work correctly or provide a clearer explanation of what the actual requirements are.Right now, it feels unreliable and makes completing important tasks much harder than it should be. I really hope this issue gets fixed soon because it defeats the purpose of having a mobile app if basic uploads don’t work.