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:11/23/2022

  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 hired Matrix Home Solutions to finish our basement in March of 2022. After the flooring was installed (October 2022), I told our project manager the floor it is uneven in several places, you can feel your feet sink into the floor. Also, when you walk into the bedroom its like walking up a ramp. After several weeks of complaining, Matrix sent the flooring subcontractor out to look at the installed floor. He told us to mark the problem areas with painters tape and he would send someone out to fix it. Worker came to fix the floor after several weeks. The worker did a terrible job and instead of actually fixing the floor he simply removed the painters tape. He did remove half of the floor from the bedroom and did some sanding, but the problem was not fixed at all. It might have been made worse. He also removed a few planks from the bathroom by the shower and leveled it off. That part of the bathroom is now good, but he only fixed half of the bathroom. When you walk across the bathroom you feel the floor change. I checked on the worker sever times and saw that tape was removed with no work done. When I questioned him about it, he told me the floor is uneven because the wall is in the way, the toilet was installed improperly, the trim was not installed properly, etc. I called our Production Manager (our Project Manager was out for 2 weeks) to let her know what was going on. She called the Owner of the subcontractor. He then called me and told me his worker cant fix all the flooring issues because it will cost too much, not that the floor is installed improperly. I have contacted our Project Manager, Production Manager, and ********************** Manager to resolve this issue. Complete silence from all my Matrix contacts. We are extremely unhappy with the quality of the floor installation. Also, as we were cleaning up the basement we found an unopened 50 gallon bucket of skim coat compound sitting in our basement. Attached photos show uneven floor in bedroom.

  

  Business Response

  Date: 12/05/2022

  The slope of the basement floor is a pre-existing condition from when the house was built.  Flooring products are designed to handle flooring sloping or undulation found in floor environments.  Matrix doesn't state nor contracted to "level" a floor, but skim coat or reduce undulation.  Also, it is not industry practice to level floors, essentially clients expectations are not in line with industry standards. We're more than willing to return and address any open service work.

   

   

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18455562
  
  I am rejecting this response because:

  Matrix doesnt state nor contract tolevel a floor, but skim coat or reduce undulation. If this statement means that skim coating is not only needed, but is also industry practice and something that SHOULD HAVE BEEN DONE, then we would agree on that. As stated in our original complaint, Matrix failed to do this upon original installation and only did very minimal skim coating after we complained multiple times. In fact, Matrix refused to do any more to fix the floor after it was installed because IT WOULD BE TOO EXPENSIVE TO FIX, not because it was not necessary. From day 1 when the salesman came to our house, he stated multiple times in his sales pitch that Matrix will provide a totally turnkey finished basement for us that we will be very happy with and that his quoted price is the price we will pay no matter what and that any errors or omissions would be the sole responsibility of Matrix at its own cost. To say that Matrixs sales practices were deceptive are a huge understatement. Matrix states in its message From Business that the slope of the basement floor is a pre-existing condition. On that point we agree. The basement floor didnt settle evenly in our house. However, we were relying on Matrix and their industry expertise to provide us with a finished turnkey basement. Never did they point out that our floor isnt level and that they werent going to do anything to make it level even after the flooring has been installed. Had they told us that, we would have NEVER signed the contract with them in the first place. As noted in the original complaint, ALL of the contacts we have at Matrix were made very aware the floor is unsatisfactory and NOT SKIM COATED when it was installed. The project manager stood in our house and admitted the floor was not skim coated and nothing was done to correct the issue. When we informed Matrix we still are not happy with the flooring after the floor contractor was sent back to fix it (see original complaint for details), we stated we would not be making the final payment until we were happy and the contractor returns to fix ALL the problem areas. Matrix immediately threatened to stop all work. Rather than go through a long drawn out and expensive court battle with Matrix, we allowed them to bully us and we decided to pay them so we could go on with our lives rather than have a basement indefinitely in a partial state of completion while we wait for the legal process to play itself out.

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

  

  Business Response

  Date: 12/25/2022

  Management will need to see the project in person after the New Year.

• Initial Complaint

  Date:11/10/2022

  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.

  I retained Matrix Garage Systems to apply their Garage Living Floortex Floor Coating. I signed the agreement for them to do the job on 9/17/2021. The job was performed on 10/18/2021 upon completion the floor looked great and I was happy with the work. Approximately around August 2022 as I was cleaning the floor I noticed some imperfections along with some brown marks on the floor. I've made several attempts to contact ************** (Garage Production Manager) left messages and no return call. I even contacted the office number to Matrix and have left messages and no return phone calls. Matrix has given me a lifetime limited warranty for which I am looking to exercise in order to get my floor repaired. I even reached out to Garage Living and spoke to ************************* owner and he explained to me that he bought the Garage business from Matrix and he should have done the job. He explained to me that he has done some warranty work for Matrix but he could not help me with my issue until he speaks with Matrix to ensure he gets paid for the job.

  

  Business Response

  Date: 11/21/2022

  We are in the process of trying to determine the best option to resolve this matter. 

• Initial Complaint

  Date:08/30/2022

  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.

  A Matrix basement system was completed in our residence in January, 2015. We had selected this company as we were provided with a 50 year warranty to be mold and waterproof. It was installed by an offshoot of the Illinois based company known as Matrix Basement Finishing System of New ******** **** established in 2014. Over time, we have been experiencing warping and buckling in different areas of the flooring as well as main deterioration to an interior wall and signs of similar deterioration in an adjoining interior wall. I have made several attempts to contact service in IL. One of their service people did reach out via email as I provided copies of the warranty card and damage pics to the service department. She was to contact the owner and inform him of the situation and my desire to speak with him. I emailed her a few times asking for an update as well as to inform her that no one had contacted me. In our last correspondence she indicated that she was sorry no one contacted me but instead provided me with the phone number of the person who installed their system. I did speak with the gentleman but he had since retired and had left Matrix soon after our installation. He maintained that it is their responsibility to honor the warranty since it is their product, regardless of the state in which the system was installed. I too believe that Matrix should be held accountable for our issue; otherwise, we were greatly deceived by this business.

  

  Business Response

  Date: 09/01/2022

  Our company is not associated to this customer or contract.  We've explained this to ******.  

   

  This is not the right forum to handle this matter and request BBB close this matter.   Matrix will have our Counsel contact **************** to resolve this complaint. 

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17798802
  
  I am rejecting this response because: The system is indeed a Matrix Basement system.  This is noted in my original invoice that references the IL location of the company.  I believe I enclosed a photo of the invoice reflecting the address of Matrix.  Also, there was a press release on June 3, 2014 detailing the creation of the Matrix Basement Systems of *********** - an offshoot of their Illinois-based headquarters - stationed at a new office in ********, ****. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/14/2022

  This entity is not Matrix Home Solutions of the midwest. Our entity is in Illinois, ******** and *********. We do not have a staff and have never had a staff in your service area. You need to contact the principal/owner in your area that you did business with. You have the WRONG company please stop. 

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 17798802
  
  I am rejecting this response because:

  I was supplied with the phone number and name of the contractor who had installed the system.  How was that possible if there was never a relationship with the companies?  Also, www.mymatrixbasement.com is referenced on my paperwork which is also the same website as noted as a website when I search Matrix basement finishing system in Matrix Home Solutions.  As I submitted earlier, *****************, ** is also noted on my invoice.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/15/2022

  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 signed a contract with Matrix Basement Solutions to completely finish our basement area of our home. The project commenced sometime around February 2022. Various quality issues were experienced with sub contractors(e.g., framing issues) where multiple sub contractors were brought in to correct the issues in order for inspections to pass. Communication has been extremely poor in advising us of the issues, and having sub contractors show up at our house prior to notifying us of schedule changes. In any case we proceeded with the project with many frustrations and made payments as agreed. At final walkthrough quality issues remain (lopsided soffits, wavy walls, paint spill on new carpet, and shower door improperly installed). Although quality issues were raised and concerned, Matrix continues to demand final payment. Initially we were informed pay and we can submit a warranty claim once the project is closed out. We did not agree with this. Matrix then sent a representative over to assess the quality issues. He was then scheduled to return to repair. He worked on the issues related to the ceiling in the theater and attempted to remove the paint stains from the carpet. At departure he indicated he could not fix the issues. In addition during the discussions with ************************* prior to the Matrix representative coming to try to address the quality issues, she indicated they cannot fix the soffits and wavy wall without pulling everything down. Alternatively they would provide us with a credit. My response is that I will need to get a quote to ensure the credit will cover the rework. I will pursue the quote now. As of Aug 8th, following all of what I previously described we received a message from Matrix demanding final payment although quality issues have not been addressed. I then received a call on Aug 9th stating the same and threatening legal action. I simply expect Matrix to rectify the quality issues at which point I have no issue making payment

  

  Business Response

  Date: 09/05/2022

  We are currently working directly with the client to resolve these matters.  

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17697766
  
  I am rejecting this response because: we have been working together to resolve the matter.  In fact the soffits have been redone to quality and the paint has been removed from the carpet.  This was completed last Friday September 2, 2022.  We have not heard anything in regards to next steps particularly in addressing the shower installation issue/****************** this is resolved we will send payment and look forward to closing the project once and for all.  There has not been any communication from Matrix since the sub-contractors left our home on Friday September 2.  
  
  Sincerely,
  
  ****** & *************************

  

  Business Response

  Date: 09/14/2022

  We will contact the client regarding the bath repairs. We were under the impression the soffit repairs were the final aspect of the punch list. If there is more to examine, we will do so. The outstanding balance is substantial and the project is substantially completed. We are in the "punch list phase" and need to collect on the balance due. 

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 17697766
  
  I am rejecting this response because: the complaint clearly stated a request to address the quality issues with bathroom shower and soffits.  Matrix has repaired the soffits to quality and attempted to repair the shower without success. We agreed we would pay the balance due minus the costs associated with installing the shower door correctly and removing the sloppy caulking in Matrix attempt to repair. The balance we will pay minus the shower door repair costs is $7050.  This was proactively communicated to Matrix who agreed. 
  
  Sincerely,
  
  ****** & *************************

• Initial Complaint

  Date:08/08/2022

  Type:Order 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 with Matrix to remodel my basement on 5/18/22 with a 6-8 week start time frame that would put a start date on or before 7/13/22, and 6-8 weeks to completed the project after starting on or before 9/7/22. After 4 weeks with no contact from matrix starting on 6/27/22, on 8/2/22 I was finally informed that they cannot get the permits for the work as outlined in the contract agreement. Since then I have called Matrix daily being told the person I am talking to cannot help me, being transferred to other people and not having messages returned by those who supposedly can "help" with this problem.Due to Matrix being unable to complete the work under the terms of the contract I expect to receive a full refund, of the $36,914.50 that has been collected from GreenSky (3rd party financing company) and myself, and have any material/equipment associated with this contract removed from my property.

  

  Business Response

  Date: 08/09/2022

  we are working on a resolving this matter with this with the client within the next couple days. Tell us why here...

  Customer Answer

  Date: 08/15/2022

  I did speak with a representative from the business. I am rejecting the response until they fully process the refund to me as agreed. As of 8/19/22 I am still waiting for my check.
  

   
  Complaint: 17689555
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/04/2022

  Per our accounting department your deposit has been fully refunded on 8/20.  Let us know if you havent received your full deposit and well look into it.  
  

  regards

  Customer Answer

  Date: 09/07/2022

   
  Better Business Bureau:
  The refund has gone through as of 8/20/22. I still have material on my property that has not been picked up, but the resolution is satisfactory.
  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:07/20/2022

  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.

  4/08/2022 Wall system on southside was has water damage and is covered under the Matrix warranty as they sealed and put the wall system up in my basement.This has been an ongoing problem with Matrix ever since I had the basement completed in 2012. After a flood two weeks after the basement was completed. I had Matrix come look at the damaged and set up for Matrix to fix what the flood damaged. That was never completed correctly and to this day they want to charge me for fixing the wall system which they cut a large hole in to find the issue, and then haven't finished put the wall system back. I received a call from ********* at Matrix and said the service representative (***) that was helping me at set up a time to come out to repair the wall on 06/27/2022 is no longer with the company. ********* said she would contact me back. When she did contact me back her management said that I have to pay $72 an hour to have my wall fixed. What? This is for something that was never completed correctly and now I have a huge hole in the wall that I am paying for which Matrix did? I agreed to a small inspection hole so they can use an inspection camera to see where the water that is causing this damage is coming from, and in turn a have a hole cut into the wall about the size of a single car garage. Also when I ask will they be using the same wall system to repair the wall they told me they no longer make that system when in the same day my wife received a call from Matrix and she asked if they use the wall system and they do. So now will getting lied to and having to pay money for what I already paid for. I just need Matrix to come out fix that wall with the correct system at no charge and be done with this whole ordeal.So frustrating coming from a supposed reputable company. ****** J

  

  Business Response

  Date: 07/20/2022

  We are aware of the concern, and addressing the situation with the homeowner. 

  Customer Answer

  Date: 08/01/2022

   
  Complaint: ********
  
  I am rejecting this response because:

  My case# ******** was closed as I never responded back to the messages.  I did try and respond but was not able to as the messages would not let me click on them to respond back.  I sent in an email to BBB to update them on my messages not allowing me to respond back.  Matrix home solutions never contacted me back even though their response said they did.  Could I please have case# ******** re-opened?

  
  

  
  

  
  

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

  

  Business Response

  Date: 08/12/2022

  I'd need to see the original complaint to address, or the contact ************************* @ ********************************** to address open items. 

   

  Thank You