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Business Profile

Basement Contractors

Matrix Basement Finishing
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/14/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 to finish my basement. They told me I would not get ****** Van" as they put it, but unfortunately the process from beginning to end was quite the struggle. Everything I discussed with the project manager went in one ear and out the other. The coordination with other contract work I had was ignored, such as closing up walls before my mini split installation.They never finished my punch list of complaints after receiving the final payment. Everything was rushed in order for them to get to the next payment milestone. I have resolved some of the issues myself while trying to get into contact with them several times to resolve the rest. Not once have I received a reply or a call back. What I would like is for them to fix the ****** door that wasn't properly installed and will not open or close and to fix the associated electrical issues - their electrician fried two expensive biometric pads.All in all I am quite disappointed having paid a premium for their service which was 10k above the next most expensive quote I received.

    Business Response

    Date: 02/14/2025

    A representative will be in contact with you about your issues. 

  • Initial Complaint

    Date:09/20/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 called repeatedly to get warranty work done NO response! A molded part came in defective And another part came off the shower.

    Business Response

    Date: 09/23/2024

    We are reaching out today to this customer to set up a repair. 

    Customer Answer

    Date: 10/14/2024

     
    Complaint: 22315174

    I am rejecting this response because: Our shower has a defective part and another is coming off the wall. They keep giving us excuses as to why they cant fix our shower. Such as we called and came by. I was here no they didn't. We waited all day. No call no show.

    Sincerely,

    ****** ****

    Business Response

    Date: 10/14/2024

    We reached out to reschedule a date and homeowner requested that we ship the part and they will handle it. We will follow up and make sure the part was received. 

  • Initial Complaint

    Date:08/10/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 a new shower system and the caulk that is never supposed to mold, is covered in mold. We called Matrix beginning of July for warranty work to replace caulk. My husband and I called over 10 times in 2 weeks and finally someone said they would get us a date. End of July, there is still no date. Called 5 more times, was finally given the date 8/8. Took time off work and waited during the time we were given of 9-2. No call, no nothing. Nobody showed. Called twice on the 8th and twice on the 9th and no one has called me back.

    Business Response

    Date: 08/12/2024

    We have reached out and have them set up for service.


    Customer Answer

    Date: 08/16/2024

     
    Complaint: 22121786

    I am rejecting this response because: they showed up late and still didn't replace the caulk as requested. Haven't heard back on when they will come back.


    Sincerely,

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

    Business Response

    Date: 08/19/2024

    We are working with this customer to set up a better time to complete based on the extra scope of work needed to complete the project from the initial service. 

Matrix Basement Finishing is BBB Accredited.

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