Mad City Roofing, Inc.

Mad City has reached an agreement with the customer and the complaint has been resolved.

Mad City has contacted Mr H[redacted] and worked out the scheduling complication. We are currently scheduled to install the new glass and 2 screens on Tuesday 1-10-17 at 11am.

As of today, 3-9-15 we have gone back to this customer's home and removed the window, replaced the water stained boards in question and reinstalled the window. We were only able to deal with the customer's father, but he did sign off with us and is happy with the window. Mad City is not able to give the customer any sort of discount towards the window. The install has now been completed twice, both times of which it was signed off on as completed. In regards to the customers question of the 0% interest plan, It is 0% as long as long as it is paid off in the promotion period of 18 months. Green Sky plan 4188. The payments equal the financed balance by 18 months the interest paid will go towards principal, and therefore, 0% interest. We called and left a message on their phone with the exact plan description and told them to call us if there were any questions.

Mad city has called the customer and left voice mails on 1-5-18 and 1-9-18 to provide service for the corrosion problem the customer referenced. We are waiting for a 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.

Mad City has scheduled the service with the customer for 1-3-16 at 11am weather permitting.

Since receiving this rejection Mad City has mailed a confirm showing the 500 dollar deduction from the wells account. Along with this we sent the requested gift card. We have also subtracted from the Wells account the additional 300 dollar discount that the customer requested. I have left a message for [redacted] to let her know the status of this discount and that it will be showing up as a credit on their next invoice from Wells Fargo.

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.]The one thing that was discussed during my conversation with them yesterday was an appointment. I was told that there could be no discussion on the original offer that was made to me during the call, or the fact that I was charged for 4 hours of labor when the job only took 2 hours to complete. I am not accepting anything that was not discussed originally, as well as something that wasn't discussed at all. 
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.
I did not realize that ten days had passed so soon. There is literally no way for my daughter and I to pay for another screen on top of over $5k on windows.They should give me three full screens for free instead of two. I refuse to sign another contract with them. They charge triple the price and way too pushy. I use my daughter's email as I don't go on the computer in case you were wondering about the name on the email. 
Regards,
[redacted]

Mad city has scheduled an appointment for next week to personally meet with the customer to go over and resolve any issues at hand.

Mad City Baths contracted with this customer to install a new shower pan. Upon arriving for installation our installer went over the details of the product and how the install would be done. At this time the customer said they did not want the shower to be as big as we had ordered it and would like...

us to reorder a shower pan that would be 2 inches less in width. The installer had called our production department to get permission for the reorder at which point we granted this for customer satisfaction. Upon returning to the office the installer also informed our production department that the customer would like to expand the door way if possible to make it handicapped accessible and would like Mad City to do this if there was room in their financing. Our production manager called several times to confirm style of door for the customer with no response. When the new shower pan arrived, our production assistant started calling the customer to schedule the new install and to confirm a door style. Messages were left for approximately two weeks to contact the customer. We have now received notice that the customer does not want the product anymore. Mad City has agreed to terminate the contract and refund the down payment to the customer as a customer satisfaction.

[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]

To Whom It May Concern;In this case the customer did attempt to cancel the contract well past the 3 day rescission period. The contract date was 9/29/16 and the final date to cancel would have been 10/4/16. We received a phone call on 10/12/16 wanting to cancel the contract. The customer also gave...

written permission to run 20% down of their financing. All paperwork is in order in this case. We could have pursued legal action on this however we did allow the customer out of the contract and their financing has been refunded so this complaint is unfounded as we have gone above and beyond what would have been within our rights to hold the customer to the contract. Regards,[redacted]

All parts have arrived and Mad City has scheduled service for this customer

Refund of $2000.00 is not sufficient.  Mad City had ordered different windows than we requested.  They did not notify us of any changes and ordered the windows and installed them.  They feel that it is no big deal of this change and that we should just accept it.  We have asked Mad City to do right and remove these windows and refund us the full amount, Mad City refused to remove the windows.  If handled properly and we were made aware of the change we may have not ordered these windows.  We feel that we have been wronged and that Mad City is forcing us to accept their mistake.  In addition, we were told approximately 2 months ago that new sashes were going to be ordered and that they would fix the windows that they agreed were faulty.  Nothing has been done to date and this still does not fix the problem of them switching the window order and not informing us of any changes.  Why should we be forced to accept whatever Mad City says?

Mad city is contacting the customer to schedule a service call so that we can investigate the condensation concern.

Mad City has called and spoken with the customer to update them as to the status of the order of the individual ridge cap and valley that match in color. One row of panels will need to be removed down each side of the valley to replace the valley pans. The product will not suffer any damage or...

diminished integrity due to the removal and re installation of these panels. The yard is agreed upon to take care of the damage per the customers request. It will need to wait until it is a bit warmer to complete this part of the service.

[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]

Mad CIty Windows installed windows for this customer on 6-30-16. The job was completed to the customers satisfaction without any service. On this morning of 7-1-16 the customer called our front desk stating that she was to have grids in the glass of her windows. Our front desk pulled up a copy of...

the customers contract and informed them that the grid option had been declined. This can be seen in the copy of the contract that we have attached to this response. The grid section clearly shows that the option was rejected as all boxes are marked with a big (X) and the word (NO). During the conversation with our front desk this morning the customer asked that someone higher up look at and discuss this with her. Unfortunately before management could discuss the concern and contact the customer this complaint had already been filed. Although the contract clearly states that Mad City provided the customer with the exact product that was signed for, we do value all of our customers and are willing to give the customers the new replacement parts/glass with grids as requested. The grids will be colored white inside and colored white outside. The pattern will be colonial which is a square box pattern. The service parts will arrive at Mad City within 2 to 4 weeks at which time we will contact the customer to set a service appointment to change out the glass.

The material was ordered on 6/30 when the problem was brought to our attention. We have the job scheduled for 8/17 @8:30 with the homeowner. The material had a 5-6 week lead time.