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: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.

• Initial Complaint

  Date:06/15/2024

  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.

  The remodel our basement a year ago and the ceiling in the bathroom is cracking and around the bathroom door is same way. The outside of the bathroom door is same way. The closet fixture broke. The first side right after they were done and the other side just the other day. Try to reach out to ****** at the Matrix and she blocked my number. I just would like things fixed. I know the warranty is up but the things happened just a little past the warranty. It failed inspection twice. We had the shower leaking and it damaged the wall.they didnt even see if there was water damage behind the wall. Just patched it.

  

  Business Response

  Date: 06/17/2024

  Customers warranty expired on December 8th, 2023 - we finished this project in 2022. She can request a service ticket online. Customer signed completion certificate and we have all inspection documentation as well, all approved. 

• Initial Complaint

  Date:04/20/2024

  Type:Product 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.

  12/2/2023. Matrix was paid $2500 deposit for remodeling my bathroom, new tub,bathwall and shower ,because their tech took the wrong tub measurements therefore they couldn't do the job. They offered to either replace my tub with walk in shower , or change my vanity to a smaller one to make tub that had ordered, fit. Or refund my deposit. We agreed on refund. I haven't received my deposit yet. Or heard from them

  

  Business Response

  Date: 04/22/2024

  We will be refunding this customer's deposit and they will be seeing it soon. 

  Customer Answer

  Date: 04/24/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/09/2023

  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.

  I entered into a contract with Matrix back in May, but unfortunately, after the contract was signed, I encountered some issues. When I inquired about a detailed breakdown of the additional charges, they seemed reluctant to provide one. It took until October for the work to finally be completed. The project was a basement remodel, and my experience with Matrix has been far from satisfactory.There have been several problems with this company, including unexpected price increases and concerns about their overall professionalism. The team they hired to install drywall in my basement left the utility side covered in dust without making any effort to protect it. Additionally, the crew responsible for the electrical work left pieces of wires laying, ultimaltely forcing me to hire a separate team to clean.Furthermore, the flooring crew accidentally spilled glue on the ceiling and trim. When they attempted to clean it, they ended up damaging the ceiling and some areas of the trim still have the glue on it. Despite reaching out to Matrix about these issues, I have yet to receive a response.

  

  Business Response

  Date: 10/11/2023

  We apologize that you have encountered these issues. Our team will promptly reach out to address and resolve the issues you've encountered.

• Initial Complaint

  Date:08/17/2023

  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.

  We have had several issues with Matrix and none of which they were will to resolve and Im done rolling over and accepting their responses. Here is our list of grievances. (Project began Feb 2023 and finished April 2023)1. The first huge issue we had was we were promised a 6 month deferment on payments from the completion of the job. About 60 days after the completion of the job the bank told us our first payment was due. We only decided to go with matrix because of this financing flexibility. The sales man was super pushy and this was one thing he promised was doable. When we talked to matrix about it they acted like this had never happened before and said they would reach out to the bank. The bank didnt budge so they said there was nothing they could do. Matrix CEO said there was noting the company could do to resolve this either. 2. This is in violation of the Illinois Consumer Fraud and Deceptive Businesses Act. (I will be filing a complaint about this with the state next.)3. Now 4 months after the basement was finished there is a crack in the plaster by the stairwell. They are claiming it is not under warranty and want to charge us to fix it. To me it isnt the money but the principal they sold us on this basement on another promise of how amazing their warranty is and how everything is covered for a certain amount of time. Now that there is a crack in the plaster its somehow not included in the warranty and we have to pay for it. 4. Another promise that were claimed during the sales pitch and now proven to be untrue. The way the insulation works there wont be any more bugs in the basement.5. The floor in the office area was not floated correctly and the floor is at an angle, I know because my desk drawer wont stay closed because of it. Didnt think this was something Id have to worry about with paying a small fortune and all trades licensed, bonded and insured.

  

  Business Response

  Date: 08/23/2023

  Our sales rep reached out to this customer's husband and discussed financing terms. Our production manager agreed to fix the crack on the wall, per contract flooring is glue down, not floating. Therefore, any unevenness is due to existing flooring conditions. Production manager will reach back out with date to repair wall cracks. 

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20485723
  
  I am rejecting this response because yes I accepted the wall repair and am not pushing the floors. When the sales manager reached out to my husband before this complaint was filed and said nothing could be done was unacceptable and one of the reasons I went forward with this complaint. If there is nothing you can do is still the response Ill be filing a complaint with the state and sending text/email correspondence that I have kept to prove 6 month deferment what was what was told in the sales pitch and that was not what happened. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/25/2023

  Your sales **** **************** to your husband several months ago and your husband was aware that he was mistaken about the terms. Plus, the loan disclosures with the bank all state when the payments would start. 

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20485723
  
  I am rejecting this response because my issue was that **** admitted there was a mistake made with the financing. He tried to get the bank to correct it and they wouldnt and your company to make the correction.  It was a mistake on your part. My husband accepted the response reluctantly, until I researched and found out that is making false promises to get a sale which is not allowed in Illinois. Or there was a mistake on your companys part when you submitted the financing and are refusing to correct your error. We shouldnt have to pay for your mistakes when submitting financing incorrectly. We were with **** a long time and we wouldnt have signed the contract without a 6 month deferment, we only got 2 months. Looking for your company to do something about the 4 months we were not expecting to make payments. **** was wonderful and admitted to the mistake and tried to have it corrected. When talks with him didnt work I filed this complaint. If you are still refusing Ill be filing a complaint with the state next. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/17/2023

  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 never honored their warranty program as we have asked them to fix the basement issue, which include a switch of cheaper material without our approval. We simply cannot use the basement because of the water issue. We have contacted them via online, email, and phone, and still no one contact us for fixing the issue.

  

  Business Response

  Date: 07/17/2023

  We are currently in contact with the client to resolve this matter. 

  Customer Answer

  Date: 07/18/2023

   
  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.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20331165
  
  I am rejecting this response because:

  Hi, 

  
  

  I accidentally closed the complaint as I thought it asked for acknowledgement if the vendor contact me or not. They contacted me but have not fulfill things that they are supposed to do. I just called and would like to reopen the complaint until they completed the work fully. 

  
  

  Thanks 
  

  ******* & **************************;

  
  

  Sent from my iPhone

  
  

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

  

  Business Response

  Date: 07/26/2023

  There's a service call set up for August 2nd, we've already talked to the homeowner to fix the remaining problems and will get them resolved. 

• Initial Complaint

  Date:06/22/2023

  Type:Billing 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.

  2/19/23 I engaged in an agreement with Matrix Home Solutions for 2 bathroom remodels. In the agreement they offered a jacuzzi tub to replace my existing jacuzzi tub but the tub they brought to my home was not the tub agreed upon and was broken. They claimed they were not able to get the tub agreed upon during the contract so they said they would locate a comparable one. It has been 4 mos and they came to me with what they claimed was a comparable tub so I agree we could proceed. However, the tub that came to my home 6/21/23 was not a comparable tub. Now they are trying to make me take the tub that is not comparable to the tub I agreed to that they could not originally deliver or they want me to pay them $8000 for no work done. When they shared with me what they were planning to bring they indicated it had all the things I was seeking but I learned once it arrived that this was not truthful. I have tried to work it out with the production team but they are just trying to force me to take what they brought or pay $8000 for no work performed as they say I am responsible for 30% even though they are the ones who broke the agreement. My 2nd bathroom is still not completed. They came out yesterday 3 months after starting o this bathroom to complete but still have one more piece that was not done. I am seeking to be removed from this agreement with the small balance for the 2nd bathroom that was started once they complete or they bring in a comparable tub for the bathroom in question so we can get past this. They also charged money to a creditor that if this is not resolved I will owe them as well for a bathroom that I paid a great deal in cash and was financing the balance but the bathrooms are not completed as of 6/22/23. It should be noted I paid $8000 plus they pulled a credit from lender of $11,880.50 which is over the amount for 1 bathroom and I was planning to pay them another $8000 to cover a good amount of both bathrooms. To date they have $19,880.50.

  

  Business Response

  Date: 06/23/2023

  We have been in contact with this customer and are resolving the issue. 

• Initial Complaint

  Date:02/15/2023

  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.

  Well for almost a year I've been trying to remodel my house, I've purchased all these items and I have been delayed for months with this situation, that seems like the work will never be completed.

  

  Business Response

  Date: 02/26/2023

  *******, 

  It appears the project was completed on 9/12/22.  We've performed a caulk repair in Oct/22 and 2/13/23, which was signed off on as well.  Is there another outstanding issue that wasn't addressed on the most recent service call, ie 15 days ago?

   

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19412835
  
  I am rejecting this response because: When contract was signed, it was for 22" bottom, inside tub, and what I received was 19" bottom, inside tub. Contacted *******, and they were willing to give me $500. When salesperson ***** was here before contract was signed, he contacted someone to verify if could be done, and of course, they said that it could be done. This should have been addressed before tubs being made.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/01/2023

  *******, 

   

  We've done what we can to accommodate you at this time.  We installed the largest tub the space in your bathroom could fit.  We cannot go larger due to building code.  We've offered a $500 to move on and feel this is a fair compromise to close this matter. 

   

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19412835
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/21/2022

  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.

  We hire Matrix HI to finish the basement, every contractor that the company have sent to work on it have done a terrible job, I have pictures to prove it. When we complain to the project manajer he is condecending and passive aggressive. The basement is not finished and they already withdraw the payment. I just want the quality that I paid for and a project manager that is actually doing his job. They had to repair several issues multiple times and still it is not correct.

  

  Business Response

  Date: 12/25/2022

  Production will reach out after the Holidays

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18625010
  
  I am rejecting this response because:

  I reject the business' response. It has been a whole week after the holiday and nobody has contact us. I have attached pictures of the mix match doors. They need to come back and fix all the issues. However they already got paid and did not care to send someone to make sure that everything was done right. 

  
  

  Please help us we paid $48,000.00 for this. I just wanted to cry. 

  
  

  ******************************* 

  
  

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

  

  Business Response

  Date: 01/12/2023

  *******,

   

  Sorry for the delay and apologize for not addressing this sooner.  ************************* will be in touch with to resolve this matter. 

   

  BRian 

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18625010
  
  I am rejecting this response because:

  Hello,

  
  

  My complaint have not been resolved. Someone contacted us and the wrong door was removed, but not a replacement. We now missing a door and no repairs have been done. Please reopen the complaint until they resolved all the issues. 

  
  

  Thank you,

  
  

  *******************************

  
  

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

  

  Business Response

  Date: 02/14/2023

  opened a service ticket.  ************************* will be in contact.  She is the main point of contact for service related items. 

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 18625010
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******************************

• Initial Complaint

  Date:12/05/2022

  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 hired Matrix Home Solutions on June 30th 2022 to completely renovate my basement. They started Demolition on August 10th 2022. I was promised that the Renovation would take no longer than 6-8 weeks, it is still going on. The Project manager (*************************) have been delaying work on my project and constantly changing dates, elongating completion and final walk through. I took a loan out with ************** through Matrix Home Solutions to help pay for the project. Final payment was suppose to be secured by Matrix after completion and final walk through of the project, but ************************* *************) felt that it was necessary for her to withdraw the funds before completion of the project. I contacted the ************** to let them know that the project was not completed and that I did not authorize the charges. I was told that someone will be contacting me regarding this. This is a Great Physical, Emotional and Financial inconvenience for me as I am a care giver for my husband and need the necessary appliances to complete his care, pay monthly for storage, and try to get back to my normal life. Please look into this matter. I need Matrix to finish this project and stop trying to blow me off. Thank you. .

  

  Business Response

  Date: 12/06/2022

  ******, 

   

  Sorry for the delay on completing your project.  Per ****** there was a discussion prior to processing your Green *** payment, due to project being substantially completed and a remaining check of $13,000 due at Thursday.  It appears your project will be completed Thursday and will close out. 

   

  Thanks,

  **********;

  Customer Answer

  Date: 12/09/2022

   
  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.
  
  Sincerely,
  
  ************************************