Mad City Roofing, Inc.

Mad city had an appointment set yesterday at pm to address the customers concernsWhen we arrived at the customers home they stated that they had the days mixed up and needed to reschedule to next week Tuesday at We have sent out a confirmation email to make sure we are set for this new date

mad city windows has called and left a message for the customer to resolve the complaintThe message was left with the customers employeeWe have also sent out a follow up email to the customers email address on file but the email bounced backWe are currently waiting to hear from the customer

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,
*** ***

Customer did call in stating that she had some service issues that needed to be addressedWe have a crew scheduled to go there on 2/19/to address the customers issuesWe did speak with the customer on the week of 2/12/to give them an update of when we would be receiving the final windows
which there is a preliminary date of 2/22/which was explained that due to being extremely custom windows that the lead time to have them made and shipped would take longer then normalThe customer did request that we install the final windows and, we will be looking to schedule that the week of 2/26/to get this project finished up which at that time of install we will be discussing her request for a settlement

Mad City Windows has been in contact this customer and an owner is set to go to the home today on - - to review the concerns with the customer and formulate a resolution

Mad city has provided a service for this customer to fix all issuesThe service has been completed as of 10-19-

Mad city contracted for a window with this customer on 1-19-We were aware that the customer needed the window done in a hurryAs stated in the complaint our measure tech did inform the customer it could take four weeksThe customer immediately called the office at which point our production
manager informed them this is a standard statement from our measure tech to set expectations as is can take up to four weeksOur production manager did inform the customer that the window could possibly come in within two weeks but with the options selected of the window being tempered and obscured it could take three at worst case scenarioThe measure appointment was on 1-26-The window was ordered on 1-27-Our scheduling assistant spoke with the customer on 2-4-and informed her that per our production managers info that the window should be in by 2-16-that we could pre schedule the install for 2-17-The install took place on 2-17-at which time our team was able to complete the installDuring the install we removed the glass blocks that were in place and replaced the rotted framing that was below the windowThese are the 2x4s the customer is stating they can seeWe installed our window in the exact size opening the glass block occupiedThe window installed was the exact size the customer contracted forDuring the install the customers father who was working on the home and had all interior walls demoed informed us that he would finish the interior trim of the window when he put up new sheetrock/wall coveringThe outside of the window was completedThe customer's father did a standard procedure close out call with the installer and our production manager at which time he stated he was happy with the install
When the production team was informed that the customer had concerns with the install we set our field manager to meet with the customer on 1-23-During his visit with the customer, the father is the person who carried the conversation and expressed his concerns with the window installHe mentioned how there was a nail sticking out and visibleOur field manager showed him that this was an old trim nail not installed by Mad City but original to the home and that it was not visible other than the fact there was no sheetrock on the wallThe customers father also stated to our field manager that the window was not installed flush with the interiorOur field manager was able to show the father that the window was installed properly and this issue was due to the lack of proper wall finishing that were specific to the part of the remodel the customer was doing themselvesThe father pointed out to our field manager that there were a couple of existing boards around the window that were discoloredThis is due to previous moisture issues as the window opening was located in a showerAlthough these boards were originally accepted by the father during our original installation, our field manager agreed to remove the window and replace these two discolored boards in order to go above and beyond to satisfy the customerThe only words exchanged between *** *** and our field manager were about the time frame we could complete this service inHe told *** *** that we could come back and perform these tasks by either the end of the week or the beginning of the following weekHe informed her he would check the openings we had in our schedule and call her back within a couple daysOur field manager called the customer on 1-25-to schedule the appointmentHe was informed by the customer's mother that *** was not homeThe mother asked who was calling and we replied Nate from Mad City and we were trying to contact *** to set up the service for her windowThe mother then asked us to wait a minute and when she returned we were told that *** was unavailable and that we should contact ***'s father who would handle this situation for serviceAt this point we called the father and his phone went straight to voice mailWe left a message for him to call us back to set the service appointmentWe have yet to hear back from the customer
Response to desired settlement- Mad City installed the correct sized window per contract and the install is done properlyWe cannot agree to give the customer any sort of discount or a different windowThe customer or her father has still yet to contact us about the service of the window that we were going to perform as a courtesy or about any other issues

We stand by our original response as outlinedThere is no new information here that changes that

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.]We did not bring up the bucks tickets until recently because *** had stated that they did not have any bucks tickets to give now, but if we were to keep in contact and remind them about the tickets when the season started then we would be able to receive themWhile he was in our home, he kept obligating us to buy these windows and offered us numerous promotions, one of them being getting bucks ticketsThe first couple of times we told him no we weren't interested, the price was too high, so he then kept lowering the priceWe wanted to be certain that with all the promotions he was offering, that we would also be getting the tickets, so he called his "supervisor" to make certain that we would be getting them, and that is when we finally gave in after minutes of him trying to sell us windowsAll we want in the end is the truth about this representative, ***, that they sent to our home promising something that he knew wasn't going to happen
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

There has been no offer to remedy the problemNate the service manager called the day they
received complaint from Revdex.com left message stating they received complaint and to call him backI have returned call twice now only to get his voice mailI left my name and phone # and have not received any calls from Mad CityI have pictures of window they installed with the flaws and errors of installationIf I knew how to include the pictures I wouldThe broken frame should be covered by there warrantyIf this is how they treat a new customer I am afraid there life time warranty will not be honored any better in the future then it has been so farPlease advise of options as of March it has been a month since installation

We visited this client on 10/17/to see the issues with the installationWe opened a service ticket and ordered the needed parts / materials for the service on 10/18/We are currently waiting for the parts / materials to come in to complete this service. Once we
receive their parts / materialsThis service shall be completed in a timely manor

[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 [redacted], and find that this resolution is satisfactory to me. I am sorry I did not get back to you as fast as you wanted. I wanted to tell you that Madcity did get in touch with me, we have been going back & forth, but have come to true closure on this issue. They are going to replace the unit in my shower. I wanted you to know.Thank you for your help in getting me over the hump, and making something happen. it is very much appreciated!
Regards,
[redacted]

Mad City currently has spoken with the customer and is working on a resolution to the service issue. We have ordered a few new...

sashes and a glass pack to remedy what we believe to be a defect. When the parts arrive our Production Manager will meet with the customer and our service tech to perform the service and do a thorough inspection of the windows.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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.]An appointment has been made to discuss this and I accept the appointment. In regard to a discount when a person that is scheduling the appointment is asked point blank "I only have one winow that needs to be replaced, and was quoted $1,000 from another company. Would this $500 still apply to this purchase.", and I'm told "yes because you would recive $750 off if you purchase all new windows." Then this would be considered false advertising. Also, I am not looking for a discount to in regards to labor. I am asking to be charged for actual labor time worked. I have never had anything done done to my house, car, or otherwise where they said it should take this long so this is what we will charge, and did not adjust accordingly.
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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.] They did send out a guy to look over everything. He did state it is, in fact, triple pane but did not explain why bugs keep coming in between the screen and glass. That he wasn't even sure why we see bugs when it should not be happening at all. He did tell my daughter and I that there was double pane windows but they never told us before they sold us the triple pane. So we're paying more than we want to and would have went with the double pane instead if given the option. The guy that came to inspect the windows and ask us questions said they had full screen options, which again we were never told about until just now. So we have half screens but he is going to order two full screens instead of three (he claimed that it wasn't necessary for the bathroom window to have a full screen). Did not even state if we're going to have to pay more or if we're getting them free of charge. This is something that I would have liked to have known about when Mike came to show off the demo window than to be forced into triple pane and not even getting the option of full or half screens on each window. Still very displeased with Mad City about not taking no for an answer and being pushy to get a sale.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

As of may 21st 2015 Mad City and [redacted] have come to a resolution as to the complaints issued by Mr. [redacted]. Mad City has refunded Mr. [redacted] $5,000 towards the cost of the mold remediation that was done. All warranties still stand and Mr. [redacted] is happy with the work that Mad City...

has done for him. Mr. [redacted] understands how all product was installed and the need for certain alterations that were made as it pertains to the looks and functionality of the new product vs. the original product that was removed.

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.