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Complaint Details
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Initial Complaint
10/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They advertise on the internet how much a small bathroom remodel would cost in minutes and instead what I got was unending calls every day for the last 3 days. I did receive a text and you respond stop and the text stopped. I spoke with someone initially and I told them that their company was not a good fit for me and for the last 3 days I continue to get several calls a day. I have also reported to the no call **
Business response
10/22/2024
This prospect has been added to our do not call list
Initial Complaint
10/11/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I signed contract Sept. *******. Was told it would take 4-8 weeks for installation. Were installed in April 2024. About 6 weeks later my patio door seal leaked and the gas inside made door look nasty. I called the ********* location and it took 3 weeks for someone to check it out. Was told they were having with company that made the windows and doors and had to use another company. I just got the new patio door installed Sept. 18, 2024. Its installed poorly, the screen door flew off and I had it put back up by another window installer, not associated with mad city. He wrote down all that was wrong with all my windows. Trim around the windows is busted. Orange silicone foam on trim that will not come off. I have one window that is a tilt down, fold out. I couldnt get it down to clean it. I had the other installer get it down. He said it was improperly installed and why window would not lock. Also after the patio door was installed, no wood was replaced on my deck under the door and exposed my sheet rock to my house in which water can get in my walls in the basement. No sheetrock was exposed before this installation. Inferior product, inferior installers. Poor management in addressing my complaints. I do not want mad city to do anymore work. I want quality windows and door and professional installer.Business response
10/17/2024
Mad City was not made aware of any further services outside of the patio door sash that was ordered and replaced. Now that we have been made aware, we are more than happy to work with you to inspect and correct any and all installation related issues we are having. I have called and left you a voicemail with my return phone number so we can discuss these service issues in further detail to get everything taken care of.
Initial Complaint
10/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
MadCity window and bath installed my new showers on 11/15/23. I am very disappointed with the caulk that was done on both showers. I reached out on 12-1-23 about caulk and some other minor things. They did repaired the things I did report. Caulk was one of them. Looking at now my caulk is terrible looking. Gaps in area starting to mold and I am very upset. These people have been hard to deal with.Business response
10/18/2024
I apologize for the inconvenience as I am now the acting operations manager of this market and I was not aware of this issue. I plan to reach out to the home owner today and make sure everything will get resolved immediately. Again, please accept my apologies on behalf of mad city as we pride ourselves on quality work and customer service and this will be addressed today.Customer response
10/18/2024
[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 22405820, and find that this resolution is satisfactory to me.
Regards,
Leanne MettenInitial Complaint
10/09/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
September 9, 2024 $12,710.00 Mad City tells us, ***** and myself, we signed a contract with ******** after the job is done. We dont agree with Mad City. $1,210.00 Seat The seat should be lowered down to 15" from the base/ floor.Business response
10/17/2024
Hello. My name is ********* ******. I am the production manager for ******** over ************. I have been the one trying to work with this ** concerning this matter.
We completed this job on 9/5/24. ** called in about about their seat height concern on 9/9/24. Our field manager opened a service ticket on 9/10/24 which I followed up on later that day to try and schedule. This was initially for inspection purposes. I did not get a response and left a voice mail. I followed back up on 9/17/24 and did not get a response. I left voice mails on ** numbers provided. No response. I followed back up on 9/23. Again, no response. I left more voice mails. On 9/24/24 Ho sent email to our field manager of his concerns. ** responded to the ** we have been trying to reach. I followed up again on 9/24/24. No response, left voicemail. On 9/25/24 ** called our FM inquiring about compensation. ** explained to them I've been trying to reach them to set up a service if needed. ** contacted me on 9/30. I attempted to schedule a day to come out to see if service was needed but he refused to settle on a date. He later got back with me and we settled on a date for 10/7 to have a service tech come out and see if it was possible to lower his seat any. Our service tech was able to move the seat down about 1". ** was still upset about the height. I explained that was all the tolerance we had at the height they had chosen. We have a signed, and initialed, document for these reasons. I let the ** know in order to lower the seat any further, we would need to replace the wall panel and I would be happy to give them a quote. He then said he would be in contact with his lawyer.
We did our best to work with **. You can find in the their documents signed forms for project completion certificate, bath checklist(which documents chosen accessory locations) and a service & completion agreement stating all was well at the time of completion.
Initial Complaint
10/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Had a new shower installed on August 2024 was not happy with the *********** Mad City Windows & Baths, LLC 08/16/24 I pad $9500.00 They committed to me that I would have a shower installed to my specifications in the contract and that they have a high price due to them making sure and replacing anything that they find wrong so that there are no hidden fees.The nature of my dispute is the ********* did not do a good job and he when he replaced the floor in my shower the underlayment was full of black mold 2 layers of flooring and he just covered it up with an new sheet of underlayment.The company did send out someone to look and I had to have the complete installation removed and replaced and that is when I found that the 1st ********* did not remove the damage that was under the shower before he installed a new one.I have contacted the company and did not come to an agreement with them on lowering the cost due to them not installing and providing proper installation and upholding their contract.Business response
10/15/2024
Mad City did replace the customers shower 8/15/24. The installer did a poor install which the customer called in and stated there was multiple issues. We came out and inspected the job agreeing that we would have to **** the install at no cost to the customer. We did come back on 10/04/24 and removed the existing shower and replaced all materials including the sub floor that was water damaged. Customer was pleased with the work of the second install. We did offer the customer a small discount but she would not accept, she asked for 50% back. We feel the discount along with replacing all materials was appropriate offer to the situation.Initial Complaint
10/07/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
The repairs to the drywall on kitchen ceiling is falling apart due to The leak in the forgot to seal the drain issue, I want the repair fixed properly as this company has no respect for its customersBusiness response
10/15/2024
Homeowner has been contacted and an inspection with a Field Manager has been scheduled for tomorrow 10/16/2024 at 1pm. After the inspection is completed we will figure what steps need to be taken to rectify any mistakes stemming from the initial install.Initial Complaint
09/20/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I requested a quote I never got one but get phone calls all day and night every day for the last four days I even said they had the wrong number I block the calls but they keep coming this is harassmentBusiness response
09/21/2024
This prospect has been added to our do not call listInitial Complaint
09/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Have been called numerous times from different numbers after submitting an inquiry. After reading all these complaints, I dont want anything to do with the company. Need the calls to stop.Business response
09/20/2024
This prospect has been added to our do not call list.Customer response
09/21/2024
[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 is satisfactory to me.
Regards,
*** ******Initial Complaint
09/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We have issues with our kitchen cabinets, peeling, parts coming apart, stain coming through. There is a lifetime warranty and I have contacted the company 4 times with no response from them.Business response
09/22/2024
We have recorded 2 messages on 9/05 and 9/16, both calls were responded to with voicemails. Please contact the service department directly at ************ or email at ************************************************ M-F 8am -4pm.
We will continue to try to reach you on Monday and are happy to service any issues you are having.
*** ***** ****
Madison Production Manager
Customer response
09/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I did not receive any voice mails from MadCity. I tried to call the number that MadCity gave in their response this morning, the message said there is no one available to answer your call.
Regards,
***** *********Business response
09/24/2024
It is my understanding that after email and text the service ***** was able to connect today and there is service schedule for next Tuesday Oct. 1st.
*** *********
Initial Complaint
09/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
9/18/24 Predatory business practices. Lies regarding product, such as who manufactures it and options available. Claim the windows are made by them but actually made by ********. Very pushy and difficult cancellation. How do they have a 5 star rating with the BBB?Business response
09/19/2024
The complaint states that the resolution is cancellation. This person is not listed in our system as an active customer therefor there is nothing to cancel. Per their complaint it does appear they had a sales appointment with them although the name does not pull up in our sales system. It is possible the person filing the complaint was not the main person the sales appointment was requested from.
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Get a QuoteCustomer Complaints Summary
286 total complaints in the last 3 years.
119 complaints closed in the last 12 months.