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Complaint Details
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Initial Complaint
10/04/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
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
03/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On completion of my shower installation project I was told that I would be brought a showerhead that goes with the shower installation. I have repeatedly contacted everyone I can think of to get that shower head installed, but nobody will answer my request and it’s been two months nowBusiness response
03/28/2024
This was immediately fixed and we were able to set the date and time for installation as per her instructions on her service request. Since she has call blocking enabled, our calls to set up service went unanswered. This is resolved.Initial Complaint
04/17/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
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.
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Get a QuoteCustomer Complaints Summary
12 total complaints in the last 3 years.
5 complaints closed in the last 12 months.
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