Complaints

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• Initial Complaint

  Date:02/19/2025

  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.

  On Jan 21st, 2025, the owner of Matrix Renovations, Corp, ****, agreed to perform installing two bathroom vanities along with clean, repair damage, sand galvanize/paint for two bathroom tubs along with other work for $2,700.00, labor only all materials were provided by owner. This price included the trip charge that they made to another property in ********. Additional work $600.00 was added making total $3,300.00. However, one hallway bath tub was not done/repaired at all around drain, so **** agreed to discount the price by $400.00 and I paid $2,900.00 on Feb 5th, 2025. On Feb 10th, 2025, I discovered the hallway bathroom vanity front two legs are not touching the floor, lifted in the air/an inch from the floor. Upon the discovery I immediately contacted **** with a supporting video and pictures and request the issue to be fixed. **** responded to my text that the floor was not level, so he left the legs lifted like that.He did not bring the floor not leveled nor the vanity front legs were not touching floor until I discovered the issue and texted him 5days after I paid him $2,900.00, In addition caulking around master bathroom vanity top is poorly done. To this day Jan 19th 2025, the issues have not been resolved. We want **** to make wooden legs to fill in the gaps and paint the legs with a matching gray paint for the vanity and re-caulk around the vanity . I have a video, pictures, and chain of text messages supporting my complaint. I will be happy to provide them upon request.

  

  Business Response

  Date: 03/12/2025

  On January 21st. I spoke with Sun about installing two vanities, I told her since I walked into the house how bad foundation problem the was. and when she wanted to put in a new vanity, we would install it level (like it is supposed to be), but at the same time, I couldn't tell how bad of a gap can be until we installed the new cabinet. Sun was a little bit confused about why and I explained to her and showed her the kitchen sink perimeter cabinets didn't look good because they were out of level. Sun understood all these issues from foundation and floor problems. Then she wanted me to paint two tubs (no walls), I told her that we would do a light sanding for the paint to adhere well, but it wouldn't look brand new, but they would look good. Mainly her issue is with one of the two because the other one looks nicer than the other one, I told her it was someone put glue that was not meant for the tub, but they mainly did it to secure the drain because the tub material broke I guess because is an old tub I can't tell why, but you can tell that is why someone put glue. Sun wanted me to remove that glue and I told her I wouldn't because if the hole got bigger she would ask me to pay for a new tub and she only wanted me to paint. I didn't agree to take 400 dollars out of the final payment, especially after we talked about the scope of work, then she started to say, can you fix this big hole in the crown molding, I don't know why the other company left it like that, this is a ($70 repair) and she said for the same price, I didn't say no because I was trying to work with her, then she said can you please clean the tub walls and fill out some grout missing and for the same price a (30 dollars repair) I said ok, laughing because even though it looks easy at the end it takes time and my employees don't work for free, but I said ok. Then I brought up that if she puts a bigger cabinet the wall light will be out of the center, and she responded, yes let's move it, I'm not going to pay more, this is a (300 dollar repair job) Because we needed to move the electrical box, repair a 12"x12" hole, I told her ok, but we only paint the patch because supposedly had the right paint, we ended up painting the whole wall for free. From the beginning I showed her that there were two kinds of ceiling paint around the ceiling lights, she wanted me to touch up the ceiling and I asked her if she had the right paint,   and she assured me she had the correct paint. On her second or third visit, she wanted to change three lights in the hallway and one in the back bathroom with the same type of lights that she had throughout the rest of the house which is 12" in diameter and will rest over the ceiling drywall, a ($280 Job) I said ok as long as I don't have to do any extra work, she said she'll bring the new lights the next day, we removed the old ones and when she brought the new ones I saw they were recess lights, which they are smaller, have to replace the electrical box and have to touch up the paint because they are about 6" big, This is a (400 dollars job), she said no she was not going to pay extra, at the end she only ended up paying 100 dollars. Then if that wasn't enough she was blaming me because the paint wasn't the correct one, I wanted to solve this situation and I told her she should call her painter and ask him what brand and color it was because the two "ceiling paint" that she gave us weren't the right ones, her response was no, he can't, he's too busy to tell me and besides he paints 40 homes a month and he doesn't know what paint he used at this house, but she expect me to find out or paint the whole ceilings where the paint didn't match and painted for free of course. I replaced one cement siding board and made us paint two long siding boards because she wanted to (at no charge).  A week later she called me back about the gap in the floor, I told her that the cabinet was level, she asked why and she wanted the legs to touch the floor, I explained to her that to be level and the front legs to touch the floor I'll need to cut halfway of the bottom cabinet and I wouldn't do that because if something small happens to the cabinet she will ask me to buy a new cabinet, plus for that small issue that why many times you use shoe molding to hide imperfections and she didn't bring them.  She came up with the idea of putting a quarter-thick piece of trim around the cabinet and I said I'll do it if she buys it and the paint as well and I'll do it the next day. We both left and maybe not even two hours passed and she said that she wanted me to do a custom job of extending the original cabinet legs making them seamless and filling the sides as well as painting, a (450 dollars job).

  After losing $400 dollars and all the extras that I did for free just because I was trying to be nice to her and still wants me to do more work at no cost, I'm sorry, but I went way....... too far trying to make her happy and still, she is complaining.

  Thank you for your help with this matter.

  Customer Answer

  Date: 03/13/2025

   
  I am rejecting this response because:

  Unethical and deceptive business practice, the owner, ****, left the hallway bathroom front legs airborne, not touching the floor.   I discovered the issue  five days after the final pymt made.    As the chain of text messages verify **** never communicated the issue until after I made him aware of it.     
  
  Id like to respond to the $400 discount from the final payment initiated/suggested by **** to settled, mitigate the subpar work his guys did.  The text contract clearly evidences **** agreed to clean, repair damage, sand, galvanize, paint two bathroom tubs and caulk. **** chose the $400 deduction from the final payment rather than completing the work as stated in the contract. I agreed with him  and took the $400 off from the final pymt
  
  Other issues to counter ****.   It took over 3weeks not 1week to complete the work. I had to reschedule/postponed everything to re-list the house on the market.  His truck leaked engine oil on my brand new $22,000 drive way.   He pressure washed to remove the engine oil but residual oil stain still present on my driveway.  I did not file a complaint with BBB since he tried to remove the stain.  His work truck drove over the lawn after rained and made a run on my front lawn near the front steps.  The crew dropped paint all over the floor and driveway, then walked all over, not cleaning after sanding walls, so white sand dust on door k**** and all over the house.  The house was deep cleaned prior to listing the house first time.  I had to deep clean the house again after they did the work as.
  

  
  

  

  Business Response

  Date: 03/14/2025

  1. The front of the cabinet is not touching the floor because the floor is not level. That's why you use shoe molding to hide imperfections of floors. Old cabinet was out of level, and I showed her that the kitchen cabinet that is out of level until this day, and she's ok with that. New vanity cabinet has been installed correctly, leveled, and well secured. If we followed the floor to the standards Sun wants, it will look really bad, plus the gaps will be around the walls.     

  2. We did sand and paint tubs, it is just one of them was in a better condition and I always explained to her in person that we only paint it and not repair it, because if at the time we try to remove we could make a bigger hole I didn't want her to make me buy a new tub.     

   3. I didn't agree to her deduction and told her in person, but she didn't care and still took my money.     

   4. It took me about three weeks because, she started with a small scope of work, Sun doesn't realize when you ask for "favors/repairs" it takes time to do them, and it will make your time to finish your original scope of work longer to be able to finish them. Plus adding more scope of work to the original of course it means more time/ days to finish them. Plus getting blame because she didn't have the right ceiling paint, that I asked from the beginning is she had it and she said yes, which she didn't and she didn't want to ask her original painter, because he was too busy.     

   5. We went back to clean the house, not a deep cleaning but to the standards to a clean job site.        

   6.  The last day I met her Sun, and I agreed to put trim around the cabinet and paint it, then she texted me and said that she doesn't want that. 

   Thank you, BBB, for your help, but the only solution that I agree is to put trim around and paint it, materials will be supply by ***. I'll be more than happy to do a custom carpentry work and leave it up to her desire, but I'll charge for it.

  Customer Answer

  Date: 03/19/2025

  I am rejecting this response because:
  I reject ****** suggestions and BBB to leave my complaint as open without the company delivering any satisfactory resolution to the issue.   Placing white trim around the grey vanity front legs is not acceptable as the appearance of the vanity is not uniform and contiguous.  My husband and I are rejecting offer.  
  Once again ****, the owner of Matrix Renovations, Corp, is not being truthful and conducted an unethical and deceptive business practice by concealing the unacceptable work, the hallway bathroom vanity leg not touching the floor.  He stated below in his first response, in his exact quote
  On January 21st. I spoke with Sun about installing two vanities, I told her since I walked into the house how bad foundation problem the was. and when she wanted to put in a new vanity, we would install it level (like it is supposed to be), but at the same time, I couldn't tell how bad of a gap can be until we installed the new cabinet
  
  He lied in his response about he told me that he couldnt tell how bad of a gap can be until he installs the new cabinet/vanity, he never mentioned about gap what so ever.  
  Hypothetically, lets say he did say that before installing the vanity, then, I probably said I rather keep the existing vanity since there no gap or if we install a new vanity lets make sure we fix any gap properly and we would have checked the new vanity legs together to ensure the work is done properly like any contractors and clients would do .