ComplaintsforMad City Windows & Baths

• Initial Complaint

  10/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have received numerous consecutive phone calls from them even after I block the number (the call then comes from a different number). I have never done business with them and am not a current customer. I have not filled out any information card requesting they call me. Today alone the calls came in at 10:04am, 1:37pm, 1:39pm, and 1:42 pm.

  

  Business response

  11/14/2024

  This prospect has been added to our do not call list

  Customer response

  11/16/2024

  [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

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  June 27 2024 Window installed with a stress fracture and would told it would be replaced. Called several numbers. Told it was a service problem and file a claim on line I did. I received no confirmation. Have called several times said it was on order. They have never reached out to me, other than to sell me more products. This is a big budget item at $10,000 and the inside trim does not match the window. Frustrated. Worst customer service

  

  Business response

  11/14/2024

  I apologize for the late response, this is the first time I have received this complaint. The parts for this job came in and we contacted the homeowner on ***** to set up a service appointment on 11-1 to replace the cracked glass and replace the trim. The service was completed and signed off on the 11-1 appointment. 

  Customer response

  11/14/2024

  [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

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They came to replace a bathtub and install a *** compliant shower for my disabled veteran father on 10/15/2024. During which the installation seemed to go well. My father is unable to go down to the basement to check but when I went over, the carpet in the basement was wet and there was a large amount of water. pooled in a hallway and closet. The waste pipe and secondary p-trap that serves the two bathrooms upstairs and the bathroom sink in the basement was leaking. anytime water was ran or toilets were flushed I cut out the drywall and the solder was busted. We called the next day (10/16/2024) and they sent a technician out today (10/18/2024) and he was rude and kept telling my parents that he cannot do it. His manager called me and said the p-trap was to far down the line to be caused by them busting the old cast iron tub. The pipe is copper and the p-trap is about 10 feet of pipe away from the new shower. About 8 feet vertical and 2 feet horizontal. When I explained that it was most likely the vibration from the tools and sledgehammer they used on the tub the manager said that it was impossible and the leak has been there a long time. The house was built in the early 1960's and my parents bought the house in 2006 and have had no problem with water except when there was a bad storm and that was solved a long time ago. My parents live in a very small rural town in ****** and it is hard to get a handyman/plumber out there. All we wanted is for them to keep their promise that they made during the sales pitch to repair any damage that is caused by them.

  

  Business response

  10/29/2024

  This is response to the letter we received on 10/28/24.  I have reached out to the customer to discuss this situation and come up with a plan to address this issue.  This p trap is over 10 feet from the area we worked in and on the other side of the basement.  When our service tech went out to look at the issue, it was determined that it has been leaking for quite some time due to the fact that the copper drain has green patina on it which typically occurs after at least 5 years of water running on it, by the amount of mold growing in the area and the color of the 2x4 at the bottom.  If the homeowner would like to discuss this further and options of repair they can contact myself at ************ 

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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 Metten
  

• Initial Complaint

  10/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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 customers

  

  Business 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

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in contract to have my cabinets in kitchen re surfaced, and new hardware and countertops. The job was suppose to take 2-3 days max to complete.Mad City had contractors out beginning of Aug to complete the work. The measurements were off on the countertops so they were not able to complete full installation. They resurfaced the cabinets and replace the hardware on all but 1 drawer. Company said they had to re order countertops and would take a few weeks to come ***** the meantime the riged a partial countertop on one side of kitchen, then put plywood on the other countertops. Contractor left and I had no sink.Mad city came back out rig a sink. The disposal and dishwasher was not put back so its been over a month without them. Countertops finally come in. They sch to come out and put in on 10/4. NO ONE shows. Mad city says that miscommunication bc they didnt know I wanted my electrical outlet put back in the countertop and could not get electrician till Monday. Mad city removed the outlet, why would it not be put back with new countertops?? So now they are suppose to be back out Monday to complete. I have went 2 months with a partially working kitchen. No dishwasher or garbage disposal to use and now again I have to wait because of more miss communications I am very upset and stressed out because of this and I regret hiring the company to do the job!!!

  

  Business response

  10/07/2024

  Counter top was originally mis measured and reordered on 8/12/2024 while install was in process. Provided Homeowner with temporary sink until replacement countertop was received and installed. Homeowner was made aware by  the Field Manager  the lead time on the reordered countertop was approximately 4-6weeks. Measure walk through states that Homeowner requested the electrical be moved to the back of the Peninsula. Reordered countertops were received on 9/27. While confirming service appointment with Homeowner for 10/3/2024 it was requested that the outlet be placed back into the countertop. Field manager called and spoke with Homeowner stating that if she wanted both to be completed at the same service appointment the electrician was not available until 10/7/2024. Homeowner agreed to move service to 10/7 so service was moved from Friday to the following Monday. Service to be completed 10/7/2024 and will reach out to Homeowner to discuss a price reduction only when project is 100% completed. 

  Customer response

  10/08/2024

  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 was told by field manager that they hoped the counter tops would be in 1 to 2 week. Not 4-6 weeks.

  i never asked for the outlet to be moved to the cabinet. This was not something that was discussed with me at all. It wasnt until I ask if the outlet was originally going to be put back? that I was informed it was not going to be put back on my counter top. 

  the contractor came back out on Monday as promise the 7th. The electrician did not show AT all. Counter tops are put in now and plumber is out today 10/8 to hook the garbage disposal and dishwasher back up. ( as I have went 2 months without them)
  

  Everything besides the outlet should be complete today as the electrician NEVER showed. I am suppose to meet with field manager this afternoon to discuss compensation. 
  

  I am waiting to hear from field manager today. 
  
  Regards,
  
  **** ****

  Customer response

  10/21/2024

  I am not not satisfied with the way that Mad City has tried to resolve my complaint. I have recently received a email response stating that they are not going to be deducting anything from the price That I am being charged. In their response, they stated that I had agreed to put an electrical outlet on the back of my cabinets and that I signed for it. This was 100% incorrect and it was added to the contract. After the fact. I have explained to ******** That this is not OK. I explained that adding something to a contract after someone signs doesnt mean that the person agrees to it. Not only that I have to wait two months to get my countertops put in due to a air on Mad Citys part, but I went two months without my dishwasher being hooked up or my garbage disposal, being hooked up. Then when they finally come out, the electrician never shows, so I have my countertops in now, but I still dont have my electrical outlet. They finally hooked up my dishwasher and garbage disposal so that is not working and Im still waiting for the electrician to come out and fix the electrical outlet issue. Communication with Mad City is horrible. Because of all this they have offered to give me a $250 gift card. I explain to them having to hand wash dishes for two months due to their error is not acceptable amount to rectify the situation that this is caused, I have continue to ask for at least 10% off what Im being charged because this has been a nightmare. My last response to Mad City was and Im waiting for a response back from them now which will most likely be next week. Mad City has been a complete nightmare and I wanna make sure that other consumers are aware of the issues so that this doesnt have to happen to someone else , ******** is a company that hires contractors to do the actual install. Again, I am not satisfied with the way that Mad City is trying to resolve the issue and I wanted to update my claim through the battle Better Business Bureau. Thank you. **** **** **********

  Customer response

  11/06/2024

  I have heard from the company and after several back and forth emails they denied my request for compensation off my bill.  They continue to say that the courtesy $250 gift card rectified the situation. 

  
  

  I tried to go above the manager in ******** to contact the corporation but they did not have any contact information for me to do so on their website. 

  
  

  I tried to explain the hassle I went through with not having countertops, a dishwasher, and a garbage disposal for 2 months and they just continued to respond with they considered the $250 gift card to be compensation and they considered the issue resolved. 

  
  

  After my last email, they have no longer responded to me. 

  
  

  I am *****% unsatisfied with the way that Mad City handled their business and their customer service. The amount of money that they charge for their services, you would think that they would want to ensure that their customers are happy. 

  
  

  My Kitchen is finally complete so they did finish the work. But something that was said to be a 2-3 day job was 2 months. ******** has horrible communication. Also per their policy they will not even give their managers #'s out to clients. We have to continuously talk to them via email. Which is a red flag for a company as well!! 

  
  

  I will never use Mad City again and I hope that no other consumer gets stuck with this horrible customer service!! 

*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. ↩