Mad City Roofing, Inc.

The windows the customer received are the windows that were shown at the time of saleMad City only sells one line of windowsSince the install, the customer has contacted Mad City on many different occasions to discuss concerns with her windowsThe original concern was that unfinished trim was
used on the inside of the windowsPer the Mad City contract we do not do any staining or paintingNothing was specified on this customers contract that we would stray from this policy however to assure customer satisfaction we sent a field manager to retrim the windows with a stained trimAfter the trim work was done the customer continued to call about concerns with the energy efficiency of her windowsIt was requested that we come out in spring for the serviceAfter many calls our service manager was able to convince the customer to let us come on 12-to do an energy inspection of the windows and see if there were any adjustments that could be madeOur service tech visited the home on 12-and his service ticket was returned with notes that he could not finish the service due to the customer being stressed about the appointmentShe requested again that we come back in spring to move the rest of the furniture and complete inspection of the other windowsAs of currently we are stuck in a holding pattern of waiting for spring to complete our inspection and or service unless the customer is willing to have us come now

Revdex.com:
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

To Whom It May Concern,In regards to the project involving Mrs*** *** this will serve as our response; on 1-30-we met with Mrs*** and she agreed to a window project with Mad City consisting of Replacement Windows and Entry Door in the amount of $10,We agreed to
finance the project for her with the 0% for months as mentioned in the complaint(see attached PDF document "*** contract")Upon processing her financing at our office the project came back as a partial approval of $5,As per policy in this case we meet back with the homeowner in person to discuss whether they would like to move forward with a lessor project size for the lessor approval amountMrs*** agreed to doing a lessor project and signed off on this of total windows with an upgraded more costly feature of a woodgrain finish(The original contract called for white on white windows). Regarding the financing it was exactly as mentioned in the complaint and if they look at their Wells Fargo paperwork it would show the 0% for months as the finance terms. In regards to any outstanding service with the windows or dissatisfaction we are more than willing to service the windows per our warranties both for product and laborWe will be in contact with Mrs*** or they can contact us to remedy any outstanding service issuesWe stand behind our products and installation 100%. So to re-cap this was a very cut and dry situationWe had a shortfall in the financing, this was fully explained and the options were presentedMrs*** opted to go with a partial project which we did for herAccording our system all outstanding service was completed in April of and we haven't had any communication from this customer until January of Obviously we aren't going to install $worth of windows and entry doors for free however we may consider a substantial discount considering that Mrs*** was possibly confused about the situation. Regards,*** *** Vice PresidentMad City Windows

To Whom It May Concern,First of all we apologize for any misunderstanding that may have taken place with regard to the estimate process here; we strive for an informative and efficient process in our sales process with exact specifications and being on-time for appointments unlike the majority of
contractors in the marketplace. We apologize for the representative being minutes earlyWe do strive for timeliness however normally we are 5-minutes early. With regard to the pricing elements of the job all discounts, promotions etcare applied when we visit to give the proposalI have reviews all of the numbers and we definitely applied all of these in comparison to our regular pricingFurther we do not combine multiple promos or discounts so by taking one away for another that would not end up lowering the price any more than we already haveSo the customer can rest assured they received the best pricing possible. Regards, ***

We are contacting the customer and informing them of the following: New replacement windows do not and cant get storm windows nor do we sell storms, we did install triple pane and will show the customer that it is correct, and we will address/fix any trim issues the installer left behind

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

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

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

To Whom It May Concern;We are in receipt of the complaint and this will serve as our responseGenerally the way our gift card program works sales reps do not carry the actual cards for security concerns as they travel in a wide variety of neighborhoods and areasPer our company website disclaimer
generally the gift cards are mailed out 2-weeks after the demonstration is conducted. ***With in-home estimate and product demonstration to homeowner(s)Limit one per householdOther restrictions applyGift card voucher given upon completion of demonstration to be mailed in by homeowner(s)Salespersons do not carry gift cards for security reasonsAllow 2-weeks after demonstration to receive gift cardWe will send this out to the customer either today or Monday. Regards,*** ***

On Friday May 1st Mad City returned to this customers home and completed all work on the customers punch listThe customer is currently happy with the work performedOur field manager was at the job site and did a walk through with the customer at the end of the day and confirmed there is no more
service to be completed

new upper sashes have been ordered for the customerthe ones installed have been deemed to have a manufacturer defectThe new sashes should be in on 2-We will be contacting the customer to install the new sashes

Mad City has tried to make phone contact with the customer to try to resolve this matter in a faster time frameA message has been left on the customers voice mail and we will continue to call

To Whom It May Concern,In regard to the gift card with in-home estimate our salespersons do not carry gift cards on them for obvious security reasonsThese are sent out in bulk every 2-weeksThe estimate in question was just last week and thus hasn't been sent out yetHowever we will expedite
this for the customer today in response to thisOur website does state as a disclaimer: ***With in-home estimate and product demonstration to homeowner(s)Limit one per householdOther restrictions applyGift card voucher given upon completion of demonstration to be mailed in by homeowner(s)Salespersons do not carry gift cards for security reasonsAllow 2-weeks after demonstration to receive gift cardDinner Gift Card valued at $25.Secondly in regard to the credit inquiries we do have signed copies of credit applications allowing the credit to be pulled from the customerWe have no control over removing credit inquires or handling any of thatThe customer would have to contact the lender in regard to thisAs stated on our website disclaimer: **Mad City Roofing, Incis neither a broker nor a lenderFinancing is provided by third-party lenders unaffiliated with Mad City Roofing, Inc., under terms and conditions arranged directly between the customer and such lender, all subject to credit requirements and satisfactory completion of finance documentsAny finance terms advertised are estimates only.Regards,*** ***

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

Customer contacted us on 6/12/to inform us of a crack in one of the windows after they have been installed since 8/25/16 We asked him to send us a picture of the serial number on the window to better assist in identifying which window needed to be replaced the customer sent us the pictures
which were accidently deletedWe asked the customer to resend the pictures which was refusedWe were able to figure out what window the customer needed to be replaced and, have that on orderWe will be contacting the customer in approximately to weeks to take care of this service install

Revdex.com:
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
While I appreciate Mad City's offer to stand behind their product and installation with a double lifetime warranty, I intend to remedy the seemingly-rushed caulking (FigureA, FigureB) next year when I replace the sidingI can remedy the screen that does not latch myself by enlarging or raising the latching hole (FigureC)I can cut and adjust the interior casing to cover the fact that the replacement window isn't currently fully behind the molding (FigureD)I would prefer not to have schedule a service tech and further take time off work when, in the past, Mad City has missed an appointment and repeatedly delivered the wrong product to other appointmentsOnce we finally receive our correct window installed, we will be avoiding the frustration of calling on Mad City for service or business in the future. If Mad City is unwilling to address our desired settlement, I request mediation/arbitration from the Revdex.com or that this complaint be closed as unresolved
Regards,
*** ***

Mad city has spoken with the customer and resolved the issuesthe customer has been given a discount and our field manager will be doing a general inspection on 10-5-

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will not be interested in closing this out until the window is installed to my satisfaction
Regards,
*** ***

Revdex.com:
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
The problem of the sliding door still persists I talked to their service person this morning (Feb 13th, 2015), and he said he will set up another appointment and bring in a manufacturer rep to re-examine the issue I will not be satisfied until the door is fixed or replaced with a fully functional oneDepending on how long it will take to fix the sliding door, I might request another partial refund Please note that their refund was only one tenth of my initial request Although I agreed with the amount, I am not really happy about it
Regards,
*** ***

We visited this client this morningWe have completed our contract with the customerWe are going to replace a trim on the patio door that is rubbing and squeakingWe are going to upgrade her kitchen window from what is on contract to an awning window for an extra $The client agreed to this
and signed off on the original contract / installation completion formWe have now ordered the new awning window upgradeWe will install this new window once we receive it from the manufacture