Complaints

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:03/08/2023

  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.

  Bull Matrix did a flood restoration for us though my insurance agent. The restoration took them over 90 days they said they could not find a standard vanity that needed to be replaced, see the estimate. My insurance agent and myself have been trying to get a detailed list of actual billed items after 3 attempts they have failed to do so they keep sending us the original estimate. We have been very clear in our communication with Jill on several occasions what we needed. They billed me for over $2600 for a "custom size vanity that they said they had to replace. False, i returned home and end of December I meet with the renter for a property inspection. The Original vanity was still in place and was NOT removed. When I asked the renter are you sure? She said absolutely they simple put in a pop up drain piece however the vanity and top was the same one when they moved in. Bottom line they charged me for a vanity that was never replaced.

  

  Business Response

  Date: 02/07/2024

  Complaint ID #: ********
  

  Response: The original estimate had stated that, if the vanity needed to be replaced, this would be the estimated cost. It was determined that the vanity did not need to be replaced. In our final bill, it is stated that the cost for the vanity was a “Reset” cost. Meaning it was removed and put back . There was no charge for a new vanity.

  Customer Answer

  Date: 02/07/2024

  
  Complaint: ********
  
  I am rejecting this response because: That is totally false, I have two witness that heard the conversation.  Your team member said they had to buy a vanity and it was a custom one. I even have emails to prove BMR said the additional charge was for a (Custom Vanity) That is why the 30-40 delay on getting the Apartment back in shape.  If the team member was wrong or did not tell me the facts and it was a reset then why did it take 30 plus days?  My tenant was very upset.  The reason I had the additional charge was insurance would not pay for a new vanity or it was billed wrong.  If you are telling me the $2700 charge was to remove and reset the vanity then once again BMR is unfair and not within normal repair charges.  Remove and reinstall is no more than 4 hours of labor at the high end.  I have my B100 general contractor license, I have software programs that calculate cost with mark up.  Sorry BMR is about 300% over market cost.

  Either way Bull Matrix is a poor restoration company.  It took almost 2 months to fix water damage, My insurance should have covered 100% instead the rate at which BM billed was over the acceptable limits by the insurance (the vanity)

  All this took place while I was in Spokane WA serving a full time church mission.  I could not inspect or follow up in person with the quality of work and what was billed VS what was actually done.  BMR knew this and according to my renter what was done did not match what was billed.  I sent a copy of the detailed invoice to the renter and she noted around 6-8 discrepancies.  In fairness to BMR we may have not known the terminology.  

  The ONLY way I will accept the resolution is to get back my additional money the was paid.  I paid my deductible on the insurance claim.  If BMR was a quality restoration company there would be NO additional money required on my part. 
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 02/07/2024

  The email chain shows they were talking about a custom vanity being replaced.  Later they changed their story to rebuild when they were called on it.  I can also get proof that it was a stock vanity at home depot as WAS available at the time in question.  

  In addition 100% of the cost should have been covered by insurance less the deductible. 

  **** ******

  

  Business Response

  Date: 02/15/2024

  Again sir. We NEVER replaced the vanity NOR did we charge you for it. We provided a service for you. We have a signed work authorization from you stating that we could perform work on the premises. As stated, in our contract, if the work we do goes over the amount that your insurance covers, you are then responsible for any of the overage charges. We did NOT ever charge you for a replacement vanity. We have itemized receipts detailing all of the charges for the work completed. NOWHERE does it state a charge for a new vanity. 

  Customer Answer

  Date: 02/15/2024

  
  Complaint: ********
  
  I am rejecting this response because:  Clearly in the email thread highlighted in GREEN your guy states, "We are trying to find a vanity within the budget.  This is the only communication I received, noting about rebuilding it.  It is actually in the email stating BMR's delay was trying to find a vanity.  After that, BMR billed me for the vanity, that was the exact communications from your office.  I will go to court over this is the facts not only the facts but in writing.
  

  I can tell by your BBB rating your are not into ensuring customer satisfaction.  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:02/09/2023

  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 called Bull Matrix Restoration in January about some dampness in a room in our basement. I was away from home and this had been discovered by my mother who lives with. I asked them to come out and take a look. They did and I asked for an estimate. They pushed back saying it was hard to estimate. At that point I told them if the costs rise above $2000 I need them to call me and get approval after that. They assured me they would do this. When I got back everything was done and they still hadn't sent me an invoice or given me any idea of costs. I assumed that it didn't go over $2000 since that was the agreement we had. I got an invoice a couple week later for over $4000. I called them and walked through my experience and didn't get anywhere with them. They lectured me on their business and how they do business.

  

  Business Response

  Date: 02/07/2024

  Complaint ID #: ********Response: Once we have a signed contract, we have been authorized to do the work to the most completed outcome, as outlined in our contract.

• Initial Complaint

  Date:08/22/2022

  Type:Order 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 flood, due to a broken plumbing pipe, occurred at a rental property we own in Provo, UT on May 27, 2002. An emergency restoration company conducted initial work and referred us to BMR for restoration. BMR provided a bid and we signed a work authorization, pending approval from our insurance company. We spent several weeks seeking approval from our insurance company. After a couple months of multiple emails and phone calls between us and BMR and our insurance company, it became clear our insurance company was not going to pay the ~$22K estimate that BMR provided. In fact, we were going to receive only about half of that (~$11K) for repairs. When this became clear, BMR promptly invoiced us for $6,320.28. We were very confused by the invoice and eventually learned that BMR had entered the property without our knowledge or approval, using a key code we provided for a cabinet vendor's bid. And BMR performed unauthorized work that was pending confirmation from our insurance company. Given our greatly reduced payment from the insurance company, we cannot afford to pay a premium out-of-pocket for these services as billed by BMR. However, BMR threatened to send us to collections, file a lien on our credit and a lien on our property, so we were forced to pay them. BMR states we signed a work authorization - we did and it was pending insurance approval. BMR states they told us they were going to begin work, but their email stated it was "waiting on confirmation" which never came from us or our insurance company. BMR states we told them to stop work. This is not true - we never told them to start work or gave them access to the property, so we had NO IDEA they had trespassed and begun work. We were in regular conversation all summer long with BMR via phone and email trying to get this approved. BMR knew we did not have approval for their bid. But due to their threats to our credit, we were forced to pay money we had not received from our insurance company. .

  

  Business Response

  Date: 02/07/2024

  Complaint ID #: ******** Response: We have a signed work authorization contract from the customer. We also have a signed logistics contract, with a lockbox and code that contained a key to the property. Bull Matrix would never enter a property without prior, and legal, authorization beforehand.