Mad City Roofing, Inc.

From start to finish our experience was great. Our salesperson was kind and courteous. His presentation was thorough and well put together. The inspector who came a few days later was quick with his measurements while still being accurate. The installers who came to remove our old windows and install our new windows were polite and did quick and quality work. They cleaned up after themselves and also did window demonstrating how the windows worked. We plan on using Mad City Windows for our next window project and will also recommend them to our neighbors.

Service was polite and efficient. The one criticism is that finish carpentry could have been a little tighter and real oak quarter round would have been preferred.

Review: There were many problems with Mad City Roofing when I started working with them to buy replacement windows. First - they utilize bait and switch advertising. I called on the $1499 for a whole house full of windows deal, but when their salesman came, he refused to even show me these windows, and said that he wouldn't sell them to me because they are a terrible product. He then showed me a set of windows guaranteed to lower my energy costs by 40%, the only other windows he would sell. He priced them at $12,000+, completely outrageous, and said this was a deal (the lowest he could go) and the offer could only be given to me if I bought same day. Very high pressure, and I could tell he was trying to take advantage of me as a young single female home owner. Knowing that I had 3 days to cancel, I signed for the deal and consulted with another company. Same windows (with less gimmick) for half the price. The manager of Mad City then offered to match their price.

I was skeptical about the company still, but they gave a guarantee that these windows would save me 40% on my bills or they would pay the difference the first year. To be sure this wasn't a gimmick, I asked them how often they have to pay out, and if the windows would actually save me this money. He said they rarely ever pay out anything, and that I was sure to save that much money. His savings matrix showed me how these windows could work into my budget.

Over my first year, I only saved 0.5% on my energy bills, and had to spend over a week dealing with Mad City before they would give me my money back that was guaranteed (although they did not mention the $500 limit, which was less than the amount I should have been owed). I asked them to look at the windows to show me how I failed to save any money on my bills, as I had replaced 60 year old rotted windows with these "top of the line energy efficient" windows. They sent someone over who spent less than 5 minutes looking at my windows, and he just gave me a blank stare when I asked why these windows weren't living up to their promise. I asked for follow up from their manager, and I never got a response.

I am left with 5 years worth of payments on windows that are completely worthless, and the company would not do anything to resolve the issue. From using bait and switch advertising, to high pressure sales, misrepresenting a product that fails to meet any of the set expectations, giving the run around when asked for payment, and ignoring me when asked for further resolution, I cannot state strongly enough how upset I am with the service and product that I received.Desired Settlement: Since it is impossible to have my old windows re-installed and return these windows to Mad City, which is the outcome I would truly desire, I would like some sort of compensation. As I explained to the salesman and manager at time of purchase, I am a single home owner barely getting by, and the only way I fit these windows into my budget was based on the savings that they guaranteed me. As such, I would like to request a billing adjustment/refund for part of the price of the windows, as their value is no where near what I was charged. A fair compensation would be $500/year for the next 4 years (the remainder of my payment term for these windows). Paid either as a lump sum of $2000, or annually.

I am willing to negotiate if the company thinks another settlement is appropriate. If they are not willing to work with me, my only course of action will be to make sure everyone out there knows what a scam the company is running and how terrible their product is. Thank you for your assistance.

Business

Response:

To Whom It May Concern:

Everything went smoothly and professionally. I was pleased with the experience and happy with the quality of work.

Mad City did an excellent install!

I was walking through West Towne Mall in Madison and was asked if I wanted a free estimate for windows. Since I was thinking of replacing the kitchen window and had already received estimates I said, "OK." I was promised a $25.00 gift card. I had received estimates for a Pella window unit that were both below $700. The MadCity estimate was $3400.
I never did receive the gift card. I called the MadCity office and was basically told to get lost.

Review: My name is [redacted] Sr. I reside at [redacted]. On NMarch 25, 2014 I entered a contract with Mad City Windows totling 17,978 with a downpayment of 250.00, leaving me 17,728.00 left. Mad City came out mid May I could be wrong about date because I was not given ant information but the lead worker did ask for 700.00 and I refused. They put in doors, windows. The job is not complete because the skylight molding is not done, there are sharp thing sticking out in living room window that can cause injury and one of the bed room windows on the front of the house is not fitting properly. Well we got the first bill from the finance company Home Projects Visa (wells Fargo) for

7/11/2014.

Mad City Windows has yet to complete their job. I have called and called. Sometimes the phone ring ring ring and sometimes I can leave a message. At one point we played phone tag. I was a supervisor to come to my home and inspect everything and get the job done.

Now- I am an elderly man and a disable vet. I will not pay until the job is complete. I have to go away on other business and my wife will be the contact person and she has called Mad City Windows to let them know she will be handling the matter as well as helping me file this complaint. Her name is [redacted] ###-###-####Desired Settlement: Complete the job

Business

Response:

We have contacted Mr. [redacted] to address the issues. They are currently scheduled for service to install trim on the skylight and to inspect the sharp metal object the homeowner found one of the windows. Service is set for 7-2-14 in the afternoon.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

My husband and I had a great experience with Mad City. We have a difficult bathroom space to work with and our installer Aron went above and beyond to make sure everything was done correctly.

Review: My appointment with MadCity to have my windows installed was July 25th at 7:00am. I received a phone call at 7:54 am, to tell me they will not be here in time because they have to return to another house that they didn't finish the day before, and will be at my house at 10:00am. They then called me back at 11:18am to tell me they would be on their way after they wrap up that job. I explained to numerous people I needed my windows done in one day because of my work schedule. I also had some old doors I ripped out and framed in for windows. At this point I had big openings in my house for windows to be put in.

After that phone call, I called MadCity office and talked to the front office lady. She gave me the product managers number. The product manager was trying to find multiple crews to get out to my house to have all windows installed. The product manager could not find anyone that had time to help. The product manager then called back hours later and said he has one man to install the 2 windows that were framed for the new windows. The guy was to be at my house around 3:00pm. He did not show up till 3:45pm. upon his arrival the two windows that were to be installed were replacement windows not new construction windows which didn't fit in the framed holes. He went and measured all the other windows on the list and those ones were not at the right size either.

5 out of the 11 windows were supposed to be new construction windows. All 11 windows were replacement windows.

It stated on the paperwork that it needs 5 windows with new construction nailer strips on it and they did not. Also stated there would be siding repair around 2 windows. They came without siding.

I have found the same window quality at Window World for a third of the price. I have contacted MadCity and explained that to them. The window specs and everything are the same. MadCity would not price match.

I wish to discontinue any business with MadCity because of the misrepresentation.Desired Settlement: I wish to discontinue any business with MadCity because of the misrepresentation.

I would also like my refund of $20.00 of my down payment.

Business

Response:

Mad City is currently working with the customer to come to a resolution and has formed a plan to continue with the install

Mad city did a great job on our windows. There was no high pressure from the sales staff and the installers were very courtious and professional. They also were very good on clean up. All in all I was very pleased from start to finish

Very well executed installation.
Very friendly installers.
Fine job Done.
Very attentive to personal property, especially flowers!

Review: We were offered a scratch off at Wal Mart, Beaver Dam, for $500. on next home project. After a meeting with rep., and signing of contract for a new patio door, we were told the $500. didn't apply to us, as this was not a next project. This was after a missed appointment and resetting of a new appointment. A time was set up for measurement of door opening. That too was late by 2 hours - just said "sorry". A date was set up for July 10, at 8:00 to 10:00 a.m. for door installation. No show by 10:00, so I called their number. Had to leave message, as no one answered the phone. A call back 20 minutes later. Office girl said, "oh sorry" the installers got hung up from previous day installation. No call from them to let us know they would not be arriving at their scheduled time. This was after we had to remove all our computer equipment to make room for their installers. Now, the office girl said maybe they could come on Saturday, July 11, if their installers finished their previous job, or maybe Wednesday, July 15, or maybe Friday, July 17 - not bothering to see if that fits our schedule. What kind of a business offers customers that kind of a schedule! Needless to say, a patio door opening leaves a large hole in your house when removed. So enough time needs to be allotted for proper installation. We feel this is really shabby business practice. It also puts the customer at a great disadvantage, as we have to drop all of our schedule to now try to accommodate their scheduling, which may or may not happen. No consideration given to us as a customer.Desired Settlement: A billing adjustment, and proper installation of door - at property owners and business's set schedule.

Notify customer - the courtliest thing to do if your company cannot comply with their scheduling.

Business

Response:

Mad City has scheduled an appointment for 7-15-15 to have a manager visit the customer and go over the concerns that they have expressed.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: We have 13 windows, 1 storm door, and 1 sliding door installed by Mad City Windows in July 2014, which cost us more than $35,000. In December 2014, we realized air leaking problems with these windows and the sliding door, so we contacted the company and the sales rep. The first service appointment was set up on Jan 7th, 2015, but we never heard back from the sales rep until Jan 8th when we sent him a second email. The sales rep told me they were going to order new units for me, which may take a couple weeks. Although their service person came on Jan 7th, 2015, to install weatherstripping that was missing on almost all the windows, the problem still remained and the sales rep no longer responded to my emails after Jan 8th, 2015.

The second service appointment was scheduled on Jan 19th, 2015. Their field manager came and had to re-install the weatherstripping because they were installed incorrectly by the first service person. This seemed to help, but the air leaking problem still remained on two windows and the sliding door. Therefore, the third service appointment was scheduled on Feb 3rd, 2015. The field manager came again and re-installed the weatherstripping on the two windows. But for the sliding door, he found that the door was set too high so it didn't make contact with the track, which provided no insulation along the bottom. He tried to lower the door, but told me that there might be something missing on the bottom of the door. He suggested to have the first service person to come again to re-examine the door, so the forth service appointment is scheduled on Feb 11th, 2015, although I haven't received any call to confirm the appointment. The first service person had done a poor job at the first time, and I am not confident that he will be able to fix the door. I don't know why the field manager had made such a suggestion.

We suspected that the problem had resulted in my son's illness. The room temperature could not keep up in his bedroom, and he got a cold twice in December before we realized the window problem. Also, my utility bill has been higher on average comparing to last winter. The sales rep claimed that the new windows would save me 30-50% on utilities, but that's not the case.Desired Settlement: We wish we could return these poor quality windows and doors to the company and get a full refund, but we also know it's not going to happen. So here are the desired outcomes:

1. If the problem on the sliding door can not be fixed to our satisfaction on Feb 11th, 2015, it will need to be replaced by a new, functional door that provides sufficient insulation.

2. The problem had cause various damages to us, including having to get off from work, lack of quality windows for months, health issues, higher utility bills, stress on family members, etc. We'd like to claim $15,000 for damages. Yes, that's a partial refund of $15,000 from the total of $35,992 we had paid.

3. The company has to take back any commissions paid to the sale rep from this sale. We don't know how much he had earned from this sale, but he doesn't deserve it because of his lack of responsibility. Here is a quote from the company's web site:

"At Mad City Windows, all of our employees follow, without question, an ethical standard of behavior. We conduct business the way you expect business should be done: upfront, with honesty, integrity, clarity, courtesy, and consideration. Despite the reputation of contractors, we do exactly what we say we will because we’re reliable people. That’s the way we like to be treated when we’re the customer. Our clients are treated with the respect that they deserve because without them we have no business or livelihood. Customers who have not been treated well don’t return and certainly won’t refer a business to their friends and neighbors. We take every care to make sure that you’re not just satisfied but happy. We know that if you’re pleased with the way we conduct ourselves while installing a problem-free roof, you’ll talk to us when you’re considering updating your bathroom, or installing new siding."

Apparently the sales rep doesn't have any of these. If the company takes their ethic and philosophy seriously, this sales rep shouldn't be working for the company.

4. An apology letter from the company stating their failure to deliver quality product and service. Make this letter public by posting it on their web site for one year.

Business

Response:

As of 2-11-14 Mad City has resolved the concerns of this customer. We have at this point addressed all air infiltration and weather strip issues. The customer is happy with the looks and operation of all product installed by Mad City. We have apologized to the customer, retracted commissions, and given the customer a $1,500 dollar discount. A check is being sent back to the customer and they have been informed they should see this in the mail in the next week or two. The customer is aware that they can call Mad City at any time for future concerns.

Consumer

Response:

Very professional. Did job to specifications. Cleaned up when done.

Our installers did a great job. They were very professional and cleaned up after themselves. The windows look great and we are very happy with the results. I would recommend Mad City Windows.

Everything went smoothly

Review: I am writing to you in regards to a situation with my mother, [redacted] and the business, Mad City. Mad City had stated to my mother that she would be getting a total of ten windows along with a storm entry door that would be installed for $10,000.00. And then he had mentioned that he could give her a discount of $4,400.00 as a promotion. They had stated that she could be financed through Wells Fargo at 0% interest for 60 months and that there would be no money down. After speaking with the sales person, they wrote up a bunch of papers that included one with all the windows and the entry storm door on it. He had my mother sign all of the papers, however come to find out he only listed four windows on it and had my mother sign that also. I feel that he took complete advantage of her age. She is very easily confused and with the way that he explained it she was under the understanding that she was getting all the windows as stated on the first page he had her sign. There are documents showing that it was supposed to be free interest for the first 60 months, but she is getting charged interest on the financing they got her. It was stated to her that the payments would only be between $50-$70 a month and after receiving the bill it they are over $90 a month.

They had stated that we would have a choice on the windows they would install, but we weren’t even given a choice instead they just showed up with the windows. As for when they installed the windows, they showed up unexpectedly and replaced the living room side window, front window, and two kitchen windows. The windows that were replaced don’t fit properly and look like crap. They were all smaller than what was in there originally and all they did to try and fill the space was add some ugly wood which has cracks throughout the panels. The job was done very poorly and not done by any standards. The living room picture window had chips in the molding and there was a two-inch difference on the top and bottom of the window. They said it would only take four hours to install the windows and it took the from 9am till 5:30pm and they didn’t even finish the job. The bedroom, bathroom and storm door windows still had to be replaced. When they were confronted about why the other windows weren’t finished they stated that they could only do those windows for the amount of money they had received. They refuse to come back and finish installing the windows that they didn’t install in the first place. There is documents showing she would have all ten windows and storm door window done for $10,000.00 then they had changed it to $5,600.00 and it was suppose to have all the windows on it but he just put down 4 and stated he would add them after.

They have completely taken advantage of an elderly person.Desired Settlement: Would like to have the rest of the windows and Storm door window put in at no additional charge! I would also like to have Wells Fargo do as was stated that she would have 0% interest for 60 months changed and refunded the interest that was already charged.

Business

Response:

To Whom It May Concern,

Review: I had many phone calls back before the project was going to start on February 12th, 2015. I spoke with the scheduling person many times about being able to park in my garage or driveway and about protecting my personal possessions in my attic. I was told a few times that she would have someone contact me if there was an issue with either of these and assured me it was going to be taken care of.

The dumpster was placed in my driveway along with the work truck on Feb 12, 2015 and remained there for at least 2 weeks. I had to make arrangements with my neighbors to be able to park in their driveway because of the Winter Parking Regs for Beaver Dam.

The crew came on Feb 12 and was not prepared to tarp or cover the items inside the attic . It took them 4 or 5 trips to Menards to get tarps to put in my attic.

As the project began and has continued there has been no communication directed to me. I have been the one initiating the calls and having to question why workers were not working on my roof, when are the gutters going back on, why the gutter crew was hanging old gutters after I had been told my gutters were being replaced because they were damaged by the roofing crew, why the gutter crew didn’t show up the second time when told they would be here, when is the yard and siding going to be cleaned…….

Also there are things that have happened that I was not given the choice about or told that they were going to be handled a certain way.

1. Replacing a piece of siding on the north side of the house with a piece that does not match.

2. Taking the top of my air conditioner unit off and spray-painting it to hide all the marring from the roof tear off. They sprayed right over the branding logo.

3. They knowing reinstalled a piece of broken siding on the front of the house (west side).

4. There has been a lack of interest in this project by the project manager. He didn’t keep me informed on the project and in fact no one ever came to look over the final installation to make sure the crew had preformed the project correctly.

5. My contract states that I should have a ridge vent and the brochure shows a grid system installation that would allow for venting. This is not how it was installed.

6. Gutter subcontractor disclosed that the roof was not installed properly, he was told to hang the old gutters even after I was told they were replacing them, he stated that Mad City told him not to disclose to myself any issues with the project (ex: the reinstalling of broken/cracked siding).Desired Settlement: At this point I do not feel I should pay for this job. It looks like I may need to have the roof re-done because of improper installation and house re-sided because of the damage and marring that was inflicted to the sides of my home from the roofing crew not taking proper measure to protect it.

Business

Response:

Since this complaint was filed, Mad City has come to a resolution with [redacted]. Mad City has agreed to install new siding on her home in order to repair the areas that were damaged. [redacted] has agreed to sign off on the roof install in which Mad City has been paid in full on. The siding install is to take place starting on 5-4-15 and is being done at no charge to the customer.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Windows turned out as we had hoped.had a couple issues that needed correcting, they were down in couple days to take care of problems. Employees very easy to work with. Very happy with outcome

HAD A BATH WRAPS SHOWER STALL PUT IN. CREW WORKED EXTREMELY HARD AND GOT THE JOB DONE IN ONE DAY EVEN THO IT WAS SCHEDULED FOR TWO DAYS. ANSWERED ALL QUESTIONS AND RESPONDED QUICKLY TO SEVERAL REPAIRS THAT AROSE. LOVE THESE GUYS.