Complaints

This profile includes complaints for Matrix Basement Finishing's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Matrix Basement Finishing

  3050 N Kennicott Ave Arlington Hts, IL 60004-1959

  
• 

  Matrix Basement Finishing

  N57w14502 Shawn Circle Ste D Menomonee Falls, WI 53051

• 

  Matrix Basement Finishing

  N57W14502 Shawn Cir Ste D Menomonee Falls, WI 53051

  

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:05/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 contracted Matrix to replace a shower currently in place in October 2023. The construction was finished in December 2023/early January 2024. Since that time the workmanship has continued to deteriorate. I contacted Matrix mid 2024 because the shower door would not fully close. Someone came out to fix it and within a month I had the same problem. I contacted Matrix with no followup from them. Now the door still doesn't close and the entire shower enclosure is loose and wiggling. I have contacted them again with no follow-up from Matrix. I was told I have a lifetime Guarantee, but now I have noticed they have moved away from the bath and shower business. I paid over $10,000 and have had nothing but problems throughout. I'd like some resolution.

  

  Business Response

  Date: 05/24/2025

  We will be in contact with this client. 

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23355432
  
  I am rejecting this response because:  the company left a message for me on Friday May 23rd. I have since called back twice, Friday and Tuesday, leaving a message both times.

  There has been no response from them.

  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 05/30/2025

  We are in contact with this client.

  Customer Answer

  Date: 06/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The installer came out today to fix the shower.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/16/2025

  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 had a shower installed in September 2022. Matrix advertised a lifetime warranty. Within 6 months, the shower started to show mold. I contacted the company multiple times and they finally got in touch to repair. This happened again July 2023 and after many attempts at contacting it was repaired. It has now happened again and I have made multiple attempts to contact with no return contact. I have asked for a full refund at this point if not willing to fix as promised.

  

  Business Response

  Date: 04/17/2025

  Our warranty does not cover mold developed by left over soap residue. Follow proper cleaning guidelines to prevent mold from developing. 

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23213044
  
  I am rejecting this response because:

  instructions state NOT to clean with bleach, which I didnt. Left doors open while using shower and even dried shower after each use to prevent mold from developing. Was never any mold with previous shower. This problem appears to be surrounding your product only. Mold is rapid spreading to which I will now have to outsource repair as company will not return any of the many messages I have sent.  Getting this done by an outside company will again be costly and then void my entire shower from any future needs- per their policy. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/21/2025

  We don't warranty items due to lack of cleaning. We replace the silicone once free of charge. Additional silicone replacement is $175. From the pictures, the mold on that silicone is not due to craftsmanship.

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23213044
  
  I am rejecting this response because:

  cleaning was not improper. It appears this is a known problem with your product if there is a standing policy to replace mold once and then charge for it. If this information was given to me beforehand I likely would have went with a standard titled/grout bathroom to prevent the now forever mold problem it appears I will have. Even if I wanted to have it replaced by your team I would be unable due to the extremely poor communication. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/11/2025

  Type:Sales and Advertising 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.

  Renovation was completed on our home's basement in 2014, and all walls are experiencing major cracks and disintegration with no evidence of environmental cause (water, etc).Matrix has acknowledged that the product they used during that timeframe was faulty and had this issue per multiple Yelp reviews. There is a 50 year warranty on the product, and the contract does not state that the warranty is not transferable to future owners.A review on **** shows that an owner experiencing the same issue had their walls replaced by Matrix despite having purchased the home after the renovation, further confirming that they are obligated to honor this warranty.After months of trying to get in touch with someone at Matrix and never getting a reply, I finally got someone to help and was immediately told that the warranty isn't transferable, which is not legally true per the above. Since giving this information, I am now getting no replies from the business again.

  

  Business Response

  Date: 04/14/2025

  Somebody will be in touch with you. 

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23190818
  
  I am rejecting this response because I was asked by the person I've been sporadically getting replies from to send my availability for someone to come evaluate the problem, but haven't heard back in 2 days. I've sent several emails and left a voicemail. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/17/2025

  Per the discussions we had the warranty is not transferrable - we can come out and give you an estimate to repair those walls. 

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23190818
  
  I am rejecting this response because that is legally untrue per both the contract given the original owners as well as precedent set by honoring the warranty for another homeowner who was not the contracting owner (both attached). 

  Next contact will be with my lawyer for breach of contract as the materials given to the contracting owners in no way state that the warranty isn't transferable

  
  Sincerely,
  
  ******* ******

• 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.

  In March of 2023, we saw Matrix at a Home Show .We got estimates from all companies. We liked the Matrix salesman explanation of their product and service. We signed a contract for $9891.00 and are financing it through ***************************. Our account number is *******. We were promised great customer service and quality workmanship, which we have not received to date. Poor customer service the start with the salesman and on up to management. We made numerous calls to numerous people for help, with being ignored and no calls returned. We have texts, emails and call records to prove it. We were promised the whole process would take one day at signing. It took 2 days. We were promised professional installation. A sub-contractor was sent to install the product NOT a Matrix installer, which we learned of later from *** *. There was a gap left by the removal of the cast iron tub, which he was going to just leave. The special protectant wallboard was to be applied up to the ceiling around the shower and wasn't. He broke a hole in the toilet and said nothing. The window ledge was and is still holding water. *** *., a manager, came to replace the cartridge He replaced the shower cartridge once, and said the problem is rust in your pipes from the galvanized pipes. The cartridge and mixer are still bad. The caulking is peeling along the edges. We cannot get the water to maintain a safe temperature. There are so many more examples of the poor customer service, I don't have enough room to add them all. *** *. lied to us about the installers, the window ledge not being correct, the reason for the change in installers and why. We were scammed and lied to from the beginning, about the compatibility of our pipes, and the lack of quality installer to provide us the quality workmanship we deserved. Not to mention the of respect and customer service has brought to the end of our rope. We want our money back.

  

  Business Response

  Date: 02/25/2025

  A few months after the install, the client reported low water pressure, hot/cold issues, a crack at the toilet base, and water marks on the trim kit. We replaced the cartridge (due to their ***** galvanized pipes), trim kit cover, and tub spout. We confirmed the toilet crack, ordered the correct replacement, and installed it.
  
  Later, they reported caulking discoloration and a rusted screw, which matched the shelf color. We also addressed water pooling on the window ledge by replacing the window trim and recaulking. All contracted work was completed, and no further issues were reported until now.
  
  The home has severely deteriorated galvanized pipes and a clogged tub drain. The client has been consistently difficult during complaint calls. We maintain that all work was completed as contracted.
  

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 22982649
  
  I am rejecting this response because:
  I am contesting the response from Matrix.  I want the case to be reopened please. I have more information to provide regarding the case. 
  
  Thank you, 
  
  **** *********
  

  
  

  
  Sincerely,
  
  **** ********* **

  

  Business Response

  Date: 04/21/2025

  We cannot fix their pre-existing bad water pressure issues. Our warranties do not cover a lack of maintenance or home deterioration. All work has been completed as contracted. We have gone above and beyond, and at this point, there are no further things we can do to remedy the situation.

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 22982649
  
  I am rejecting this response because:
  The issues we are having do NOT have anything to do with BAD WATER PRESSURE, the city regulates that for us.  There is NO well.  Where do you come off claiming this is a LACK OF maintenance or home DETERIORATION?  Just more lies coming from this company.  
  
  Your salesperson was all too happy to sell us your product even after he went to our basement and saw the pipes and drains.  So, if he didn't see these issues then why are you bringing that up now?  Nobody seemed to notice any issues before or after the installation. But when we had concerns and called him for help we got no response.  
  
  Let's start with your salesman, *****, who told us that the bump out area of the old tub will be covered by the wider size tub. He told us the purple board would be surrounding the whole tub to the ceiling. 
  We were told that the installer would be a Matrix Professional. We were told it would be a one day project.  We were assured that we would get great customer service with **********************. 
  
  Right from the get go we had issues, we didn't have a Professional Matrix Installer. We had been sent to a subpar installer, who brought his nephew with him to help.  This guy was terrible at his job. He was rude, argumentative and condescending when speaking to us about our concerns. He was blunt and told us "there is no way this job will be done in one day."  It took him 2 days to finish the job.  He told us that the tub was the right size and the gap in the floor wasn't his problem because, "they don't do flooring."  He was going to leave that gap and I had to tell him what to do to fix the issue.  He did a terrible job and it looks like it to this day.  On the second day, he was finishing up and was ******* my wife in the kitchen to sign all the papers for the job completion.  He left a huge mess in our basement and a hole in the porcelain base in the back of the toilet. This could have caused a problem structurally we found out when researching it.  This issue was taken care of at one point, with no new receipt or record of the repair made. 
  To be clear, we were not ******* the installation.  We were planning on having it done in May after we came back from our honeymoon.  We got a call and were told that it could be installed at the end of April.  If we had known then it wouldn't have been a Matrix Installer we wouldn't have had it done.  We found out later that the professional installer had truck issues and that is why they brought in the other guy. This was just another lie or scam they pulled on us. 
  
  We had issues with the cartridge and still have issues with the temperature changes because of this.  We had to make many calls to get our concerns heard and addressed. The lack of customer service was astounding.  We just spent almost $10,000 dollars on their product and services and they could care less about it.  *** *. finally came to the house to address the issue we were experiencing and determined that the cartridge was to be changed. He went to a store to get a cartridge, what kind of cartridge we have no idea.  *** said to me that rust was caught in the cartridge and the galvanized pipes are the reason for it. 
  
  To which I asked, then why did you take the job, when you already knew before we signed a contract that we had galvanized pipes? If you knew your product wouldn't handle it, then WHY DID you sell it to us? 
  He had no answer for me at the time.  
  Since that cartridge has been replaced we have had issues with the temperature control. The ONE big reason we decided to update the bathroom in the first place.  We didn't want to deal with the temperature changing if water was used elsewhere in the house.  Now, we don't have the one thing we wanted the most.  
  
  We have updated all of the fixtures/faucets to **** products when we moved in over a year before the bathroom update.  NONE of these **** products have EVER experienced any of the problems that the **** bathtub fixture has had. 
  
  We made numerous calls, sent texts and emails about issues and they went ignored over and over again, This is absolutely  unacceptable and unprofessional to leave customers hanging with their concerns for weeks at a time.  We were so fed up that we consulted a lawyer. We were told to stop paying the bill, so we called the finance company who said that they would work it out for us.  That is when all of a sudden we heard from *** again.  He called me and told me that the real installer was on his way to our house at that moment.  I said well we won't be home, we are heading out the door for a doctor's appointment.  He wouldn't not accept the refusal. I had to tell him no repeatedly and he kept pushing. He wanted me to leave my door unlocked and they would come in and do the work.  He had no concerns about our issues and now he was telling me to cancel the drs  appointment to accommodate his schedule.  I was appalled! He finally got the point and I set a date for him to come and replace the toilet. 
  
  The real Matrix installer replaced the toilet. He also fixed the window sill, to our surprise, because *** saw that the window sill wasn't placed correctly when he came months before the change of the cartridge.  He told me he told the installer to fix it for us.  Makes me wonder what else has been done improperly that we don't know about.   The fixtures replaced were stained from whatever the fake installer used to clean them with, it smelled like turpentine, it was NOT denatured alcohol as we were told.  Also, the curved shower curtain rod was installed too low and now my shower curtain now drags on the floor. 
  
     During this time it is when I learned from *** in a text message that the fake installer was fired for poor workmanship.  He told me that the real installer, is their only installer. He was not at our house to install the bathroom upgrade because he had truck issues. So, they got the other guy to do the job.   
  
  At no time were we provided with any documentation of what work was done and what the product information is of what was used.  We have nothing to reference if needed for the future or for recalls or product issues.  I am quite sure that Matrix will not inform us of any dangerous issues with their product. 
  
  
  We cannot fix their pre-existing bad water pressure issues. Our warranties do not cover a lack of maintenance or home deterioration. All work has been completed as contracted. We have gone above and beyond, and at this point, there are no further things we can do to remedy the situation.
  
  At no time was there EVER an issue of bad water pressure. If you felt that the city of ******* didn't have the needed water pressure in order for your product to work, then again you should have NOT accepted the job!  There is no evidence of a lack of maintenance OR home deterioration either. The problem is the bait and switch sales technique, the lack of customer service, the lies being told to the consumer to get the sale and the lies being told to get the product installed at any cost and mostly the lack of cooperation from this company after it was installed.  
  
  You have not taken care of the issues that have been brought to your attention, your company chooses to ignore the customer's rights from the start of this process. Matrix has not been upfront with us from the very start. From the bathroom upgrade that was sold to us by *****, to the non-Matrix installer being sent to do the work instead of the real Matrix installer.   
  
  We are disillusioned by this company who we found out about at the Kenosha Home Show. As consumers, we expect to be treated with respect when we are purchasing their product.  We expect to get what we paid for in a quality product with a guarantee of quality workmanship. We expect to have our concerns heard and taken care of in a timely manner.  
  
  None of these expectations were met with this company. And now we expect to be refunded for the inadequate work and product. But mostly we expect to be refunded because of the constant lack of professionalism and poor customer service.  
  
  **** and ***** *********
  Sincerely,
  
  **** ********* **

• Initial Complaint

  Date:02/06/2025

  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.

  We signed a contract for a basement from Matrix Basement Finishing in August 2024. Since that point, it's become clear that Matrix systemically lies and uses unethical business practices to win business from customers.First, they ensure they are the first in the door. This alone isn't unethical, but they then proceed to initiate extremely high-pressure sales tactics and come in at an estimate at least 30% higher than what would be considered a "fair" estimate. They hold a "signing day" discount hostage unless you sign the same day they do the consultation. They then proceed to give a *** **** with their salesperson calling some "manager" to get a "discount" down to what would be considered a more fair (but still inflated) price. Talking with neighbors, their sales team is regularly unprofessional and rude. They make a lot of promises verbally but are careful to not put anything in ********** our particular instance, our salesperson lied multiple times about how all work is done "in-house" at Matrix, which turned out to be a lie. 2/3 of work is contracted out from this company. He also lied or was wrong about the structure of our loan as well as the monthly payment estimate.Their HVAC contractor blew a fuse on our system and refused to fix it. Movers showed very little regard for our personal belongings. Matrix and their contractors forgot to lock our doors several times. People rarely showed up when they were supposed to on the schedule. Nobody followed up from the company with our complaints until they wanted to have an "open house" at our home to try to get more money out of our basement.The GM has been unresponsive and unwilling to work with us on our complaints. I've also caught them posting fake reviews on Yelp. This is not an ethical company and should be avoided at all costs. Requesting a partial refund based on our experience. Attached is a quote from another company for $12,000 less than we paid Matrix.

  

  Business Response

  Date: 02/11/2025

  We take all feedback seriously and appreciate the opportunity to address your concerns. We strive to ensure that every customer has a positive experience with ********************, and we would like to clarify several points in the complaint.

  
  Sales Process & Pricing: Our pricing reflects the quality of materials, expert craftsmanship, and comprehensive project management we provide.
  We do offer same-day incentives, but there is never an obligation to sign. Customers are always encouraged to compare and decide what works best for them.
  The discounts offered are not "held hostage"they are structured as a promotion, similar to how many businesses provide limited-time offers.
  

  Contractor & In-House Work: We employ a combination of in-house teams and trusted subcontractors, which is standard in the construction industry. This allows us to deliver specialized expertise while maintaining quality control. Our sales representatives are trained to provide accurate information, and we will certainly review your concerns to ensure there was no miscommunication.

  Project Execution: Any issues related to scheduling, contractor behavior, or property handling are taken seriously. If there were lapses, we sincerely apologize and would like to address them directly.
  
  Open House Program & Incentives: Clients who choose to host an open house receive a discount at the point of sale as an incentive for participation. This is a voluntary program designed to benefit homeowners who opt in.
  

  Other Quotes: Pricing in construction varies significantly based on materials, labor quality, and scope of work. A lower quote does not always equate to the same level of service or final result. We stand behind our pricing as competitive for the high level of workmanship and customization we provide.

   Were sorry to hear that your experience didnt meet expectations. Our team has reached out multiple times by phone to address your concerns, but we have had issues in getting a response. Instead, weve seen negative reviews despite our efforts to connect and discuss your concerns.

• Initial Complaint

  Date:01/31/2025

  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 did a basement remodel in 2024. We are currently having an issue with a baseboard heater. I have attempted to contact them several times to find out if this is under warranty to get it fixed but I have gotten no response from them.

  

  Business Response

  Date: 02/03/2025

  We have reached out to the customer and left a VM on 2/3/2025 

• Initial Complaint

  Date:12/16/2024

  Type:Sales and Advertising 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.

  Please read the explanation in the desired resolution for all of the details of my claim. I did not have enough characters to fit my explanation here.

  

  Business Response

  Date: 12/23/2024

  I understand youre upset with our policy, we do our best to make sure the 3 day recision period is very clear.  We even have a spot for you to initial on the front of contract that clearly states our policy in accordance with Wisconsin laws.  I do understand that **** ****** has been in contact to discuss the next steps and options at this point.

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We've spent the last 2+ years dealing with moisture in the wall system installed by Matrix. Back in June of 2022, I discussed this same problem with a couple of guys from the Matrix ******************** (**** **** and **** *****). The suggestion then was to exhaust all other possibilities as to the cause of the moisture buildup before having Matrix review it or perform any work. We did that over the last 2 years and it has become clear to us that the moisture has something to do with the materials in the wall system used by Matrix. I've found a few reviews indicating that the problems we're seeing are known by Matrix. One review indicated that they've stopped using the materials that are currently in my basement. Our basement was finished back in 2013 by Matrix. I opened a ticket with customer services on Fri, Oct 11, *********** only response that I've received is an acknowledgement that the request was received. I've tried calling to speak with someone to discuss my issue and twice I was directed to a person named ******. I've left 2 voicemail messages with ****** but there has been no response. After attempting to contact ****** today with now success, I decided to open this complaint for assistance.They have left me no choice but to seek outside assistance in getting them to at least respond to my issue and send someone out to review it. I have uploaded a few pictures displaying a few examples of the damage. I would like to have these walls removed immediately. I understand I would be charged labor charges. This problem is with Matrix Solutions located on:*********************************************************** Any assistance in getting this company to respond to my case and honor the warranty of their product would be greatly appreciated. ****** ******* ************

  

  Business Response

  Date: 11/26/2024

  We spoke to him yesterday and advised we will get out there after the Holiday. 
  

  Customer Answer

  Date: 11/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I spoke with Matrix shortly after opening this complaint as indicated by them. I looking forward to the continued communication with Matrix after the Thanksgiving holiday.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:09/14/2024

  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 complaint is being filed because Matrix will not reply to my request to fix the tub that they installed, which cannot be used due to flooding. The project (remodeling 2 bathrooms) has been full of delays, and other issues, from Matrix. Here is the timeline related to the tub. 9-2-23 - contract signed and first check given to Matrix. 10-16-23 - Matrix started work on the project. 10-26-23 - second and final check given to Matrix for this project.4-8-24 - Matrix got our tub working and sealed it to the floor, following multiple delays from Matrix.7-20-24 - The tub flooded our bathroom floor and basement. So, we stopped using it that day. When I informed the installer on July22nd, he said don't use it, theyll contact me when they can fit me into the schedule. He told me that he wanted to replace this plastic drain part that he installed with a part that was made of more durable material. He said this part likely broke and caused the flooding. 8-30-24- The installer was scheduled to repair the tub on 8/30, but he cancelled because a project he was working on earlier that day went longer than he expected. He apologized and said he would come on Wednesday (9/4) 8:00am. 9-4-24 - The installer cancelled because he said he was sick with a stomach virus. 9/4 was the last communication that I received from the installer, who had been our primary contact for several of our previous appointments for this project.9-10-24 - I called and texted the other Matrix contact, who initially contacted us to schedule the first appointment. He texted me asking what needed to be fixed and said that he thought the drain was replaced a while back. (This was the last communication that I received from anyone at Matrix, even after I replied to him about the issue.) I texted him that we could not use the tub and asked about a fix. 9-14-24 - A certified letter was mailed to Matrix requesting that our tub is repaired (to the ** and IL offices) per the limited warranty on our contract.  

  

  Business Response

  Date: 09/16/2024

  We will be scheduling a plumber to address the issue with the standing tub drain. The original plastic drain, which was not replaced during previous visits, has continued to crack due to the weight of the filled tub. As this issue now requires a specialized fix beyond our initial scope of work, our plumber will handle the necessary repairs to resolve the drain problem.

• Initial Complaint

  Date:08/27/2024

  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.

  On Dec 14th,2023 we had Matrix Home remove our old bathtub and shower. They installed new bathtub, shower walls, ceiling panel, shower valve, and curtain rod. The installer told us that a plastic clip to hold the end cover of the curtain was not in the box and someone would drop it off later. After inspection we noticed that 30 inches of original galvanized cold-water supply pipe was left in the wall. We emailed ***** our salesman on Dec 17th, he responded on Dec 20th and he told us ***, his production manager would be out to look at our concerns and said "They would make it right." After emailing ***** again on Dec 27th and again on Jan 4th, 2024 we finally heard from *** Jan 11th. We then scheduled for Feb 16th. In the interim we now had a black stain forming in 1 corner of the caulking that could not be cleaned. It seemed to be something under the caulk bleeding through. On the day of *** called and cancelled the appointment but said he could have ****** the installer come out. We made an appointment with the manager not the installer. We texted *** from Feb 16 until Feb 27th with no response. I then called the main location in Illinois who gave me ***** voicemail even after I told them he isn't responding. **** in Illinois then sent me to a **** ****** voicemail. I called again and left a message with **** and *** texted on March 14th asking for times to meet. I told him we can meet Mon -Thurs after 3pm or Fridays after 2pm. I texted *** multiple times with no response. I left another message with **** and finally heard from *** on April 30th. *** finally made it out here on MAY10th! He looked at the pipe and black staining on the caulk which he said was mold and he could clean it. He tried to clean it to no avail. He then told us that he would need to schedule a plumber in July for pipe replacement. July has come and gone we now have 9 cracks on the front, rear and ceiling panels no clip for the shower rod and multiple texts that have gone unanswered.

  

  Business Response

  Date: 09/04/2024

  We've received your complaint and will be in contact in the next ***** hours. 

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22205932
  
  I am rejecting this response because:
  I received this message on 9/5/24. It is now 9/11/24 well.past ***** hours and there had been no communication. 

  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 09/16/2024

  *** will be out there this afternoon to resolve this issue. 

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22205932
  
  I am rejecting this response because:

   

  *** did come out to look and take pictures on 9/16/24. He said I would hear from him on Tues 9/17 or Wednesday 9/18 and it's now Monday 9/23 and I haven't been updated.
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 09/30/2024

  We have determined that the damage to the panels in question appears to have been caused by the client, as they were intentionally cut. Unfortunately, this type of damage is not covered under our warranty, as we do not extend coverage to items that have been altered or damaged by the consumer. Our warranty only applies to defects in materials or workmanship under normal use. We encourage the client to reach out if they need further clarification on the terms of our warranty.