ComplaintsforMatrix Home Solutions

• Initial Complaint

  10/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I hired Matrix, March 3rd, to come put a new shower in. They sent out a contractor and the job took approximately 4 days to complete. After, Matrix was suppose to come out and check the job out. To no avail, they didn't show up for another two months to check the job out. I had leaks and the shower pattern didn't match up. Finally, Matrix shows up and immediately agreed the job wasn't done correctly. They sent a new guy out last week to fix the leak issues and the pattern fix. After he left we were shocked to see how he left the bathroom. The sides of the shower have scratches and scrapes that were previously not there. The job was hacked. We have been getting the run around and I believe they just want me to go away. I had the bathroom painted because I am disabled. The new guy ripped the drywall off exposing the now gone drywall. The ceiling of the shower is so scraped up. We just wamt this job done right and that is all. We have exhausted all of our avenues on how to get ahold of Matrix. Nobody returns your call. We are so frustrated at this point we had no choice but to contact you. We have gotten nothing but a run around by their guy. He promises to come out almost daily and never shows up. We are 6 months deep into this and at this point just want our bathroom to be finished. But don't wamt them costing me more money by again, having someone come back out and paint it again.

  

  Business response

  10/08/2024

  Our Production Manager did go to the job site yesterday and assess the situation. We have agreed to order new material and **** the install as a part of our warranty and will work with the customer on any additional items that need to be completed. It will take a few a weeks to get in the material, but the shower is currently functional for the meantime and we will schedule the re-install as soon as we get the material delivered to our warehouse. 

  Customer response

  10/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  **** ******

• Initial Complaint

  04/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company was hired for basement remodel , contract signed 3/25/2023 . The salesman came out ( twice) and was very helpful. We decide not to have the job initiated at this time ( 4/15/2023 and contacted the company) and were told a cancellation fee of 40% which is $4200 dollars will be forfeited ( the down payment) We discussed with the company that no work had been initiated or ordering of materials had been done at this time. The response was that the *** design is near completion and the salesman cam out twice. We understand that we would have some financial penalty however 40%for a job that has not been initiated at all seems unreasonable. We are willing to pay a fee but 40% is unreasonable.

  

  Business response

  04/17/2023

  The cancellation policy on the contract was explained and initialed by the customer.  It is not a 40% cancellation fee; it is a 30% cancellation fee on the contract. Please refer to the contract copy that the customer was left. Our sales manager ***************** just talked to this customer today at ****** and the customer informed him that they are now moving forward with the project. The customer can feel free to call ***************** at any time to discuss. We do not feel the BBBs email service is the correct forum for this discussion since the BBB exists to make sure business are communicating with their customers which Matrix is certainly doing regarding this issue. 

• Initial Complaint

  01/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hello. My name is ***********************. I am a United States Navy Veteran who served from '90-'94. I'm now residing in ********* Michigan. I'm writing because I closed on a house with a Veteran Remodification Home loan and signed a contract with Matrix Basement Solutions to remove mold and remodel my basement. I closed on the house September 17, 2021. Included in my Mortgage is the $68,000 remodel costs. The job has been delayed four times because of mold remediation and demolition not being done. This is a breach of contract because they lost their mold and Remediation guy before I signed the contract but did not inform me so that I could look for another contractor. So I am paying a mortgage of $2,296 a month which is based off the $68,000 included in the basement remodeling. My mortgage company University lending and myself have reached out to Matrix asking them to return the $23,800 deposit. We have received no answers. Please help us. Thank you for your time.Sincerely,**************************, RN **************

  

  Business response

  01/24/2022

  We have several numbers the customer can call with updates. This project did get put on hold because we discovered mold in the basement and Matrix does not do mold remediation. With that said the said rep ****** did work hard to find a company that finally has some availability that we will coordinate with to get this done for the customer. If the customer could have sourced the mold remediation on their this might have been done a long time ago, but unfortunately since its being rolled into the loan this could not happen, but Matrix has been going outside of its normal scope to help facilitate. 

  Customer response

  01/24/2022

  I reject this because when ************************* ***************** asked Matrix about the mold the said The had a guy who will take care of it. So, I signed the contract. Afterwards, we were told they lost that guy before we signed. I was misled. They moved my project four times. I have emails and texts to prove I was in constant contact with them.

  

  Business response

  01/26/2022

  Matrix is sending back the check to the VA since the third mold remediation company is not answering our calls either. Like we mentioned before we do not do mold remediation, and this is something that should have been taken care of by the homeowner but because of the rules with the VA they could not pay multiple contractors so at this point it is best to refund the bank their deposit and cancel the contract. 

  Customer response

  01/28/2022

  I contracted Matrix. They said they'll take care of the mold. No other contractors were involved until they said they lost their mold remediation guy. It's only right that Matrix return the $23,800. However, to continue in a lie shows poor character.

*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. ↩