Mad City Roofing, Inc.

[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]

[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]

We are refunding the deposit.

Mad City is in the process of receiving the final requested parts to complete the service for this customer. A punch list has been made and service will be scheduled shortly.

[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 would like to amend the response I sent in regards to complaint number [redacted], I received word this afternoon after the response from Mad City Windows that the account with Green Sky has been closed and the balance has been resolved, no further action is needed. Thank you for your assistance.Regards, [redacted]

The customer is correct. We have contacted her as of this morning at 8am and informed her that there will be no charge for the new sashes with grids. We will contact the customer in 2-3 weeks when the new parts are in.

[redacted], our field manager and the...

customer had a conference call on 9-11-17 just after 10 am. [redacted] is reaching out to our supplier to get one of their factory techs involved with one of the customer's concerns. The customer's second concern of a water leak during hard driving rains has been discussed and the customer is aware of our proposed remedy.

For anything to take place in this circumstance we need to set a service appointment with the homeowner which at that time we can discuss the various issues related to promotions and discounts. The promotions, coupons and discounts that we have for various products are not directly correlated with the amount of time spent on a particular installation as this can widely vary depending on the job and what we actually run into on the job site. Our website and coupons clearly have disclaimers that there are minimum purchase amounts required as well as not combining offers https://www.madcitywindows.com/special-offers/ as is common with any coupon or promotion with just about any retail company in existence. In this case discounts and coupons were applied to the project and these are applied PRIOR to the actual contract being written. However with that being said we can talk about these issues when we address the service issues at hand and see what we can do.

We had a walk in shower installed. Very pleased with the work they did. It was installed in a day as they said.
Very happy with the shower and workmanship.

Review: A Mad City Sales Representative came to our house to give us a free quote on new windows and a patio door. We signed up to get the free quote because we are interested in replacing our windows and patio door. He talked for two hours demonstrating his product. At the end of his demonstration my fiancé (a carpenter) told him we appreciated his demonstration but he did not think the windows and door would work for our house. They do not replace the entire window/door they simply take the panes and plastic and slide in new windows but because they do not take out the whole window section you lose window view. We have rotting wood that also needs to be replaced. The space in between the window and old window frame they fill with foam that would ultimately show unless covered somehow. The sales representative said he did not know anything about the installation process and called his co worker for advice. Their consensus was that the installation guy would be able to tell us if the windows and door would work for our house. The sales representative told us that if we put $100.00 down then the quote that he gave us would be good for a year. We decide to only keep the door quote and wait for the windows. He said that if the installation guy said the door wouldn’t work for our house then we would get our money back and he appreciated our time.

The installation guy came 2 days later (apparently per their contract you have 3 days to cancel your quote or else they order what was on your quote). He measured the door and walked my finace through what they would do to the door. He agreed that the door would not work for what we wanted and needed for our house. My finace told him that we did not want the door and not to put in the order. He said, “ok.” He sat on our couch and wrote some stuff down. My fiancé said again, “I hope you're not ordering the door.” He replied back with, “I don’t know well okay.” We shook hands and my fiancé said, “The doors are not getting ordered right?”and he said not the doors are not getting ordered.

On 23 June 2014 we received a phone call saying our door was in and ready to be installed. My fiancé called them immediately and said, “What do you mean the door is in, we did not order a door, I specifically told your installer to not order the door.” The women who answered the phone said “well that is too bad you are getting a door,” and they hung up on him. Outraged I called her and said please give me your supervisor’s phone number. She said there wasn’t anybody else that could assist me and she was the only one who could cancel the order and she was not doing that. I instituted she had a supervisor and said that I wanted the owners phone number. She declined and said she could give me a salesmen number. I asked how could he help me and she said she didn’t know but he is in sales. I told her that I would find the owners number and call them instead. I asked my fiancé to call back one more time to try to explain the situation again. He called back and the women who hung up on him said that the owners of the company would arrive at our house at 4:30pm on 24 June to work though the issue. We were glad to meet with the owners.

One man showed up who was not the owner but a sales representative. The first thing he said was, “you only have two options: either you buy the door or you pay for everything or you will have lien hold put on your house. He also said the only reason we didn't want the door was because we got “cold feet”. My fiancé told him that he talked to the installation guy that measured the door and told him not to order it. He replied with, “that conversation never took place.” We would never let somebody inside our house to measure something without us being home. My fiancé also asked for the form that we signed saying we wanted the door ordered. We had a folder that was given to us with everything we signed that day,, including the quote (w/windows and doors on it) and their apples to apples guarantee. The guy said he did not know why we didn’t have the form to order the door. He called his office and they sent him the form. The whole form was filled out in black pen with a blue pen signature that was not my signature. My fiancé told the guy that it wasn’t my signature and he said, “what do you think we forged it?” He said; yes let me show you something. He grabbed the folder they gave us with all of our signed paperwork and showed him everything I signed that night was in black pen and the signature looked nothing like mine. We would never have ordered a door without knowing if it would work for our house or not. The guy had nothing to say besides, “well you buying the door.” And he walked away. My fiancé told him please email me that paper you just showed me with her signature in the next hour. He said, “ok”. He hasn’t emailed it yet and it is now 2 days later. My fiancé and myself have tried calling multiple times with no response from him. We have also called the office who said they would send it within a few minutes of the phone call but they haven’t.Desired Settlement: We did not order the door. We are willing to allow them to keep our $100.00 down deposit that was to save our quote. We do not want the door. It will not work for our house. We specifically said we did not want the door ordered. Our desired outcome would be; they can keep the $100.00 and they keep the door they ordered without our permission and we will not peruse this matter any further. If this isn't resolved here then this will turn into a legal matter. We have read other reviews where they have done this to other people and it is 100% illegal. I just wish I would've read the reviews before beginning the process with them.

Business

Response:

To Whom It May Concern;

The installers came at the time designated and install went great. they cleaned up after themselfs and the window looks great.

I have just finished getting the second group of windows installed. The crew was very friendly and professional. They took care to insure the cleaned up after they were finished. I not sure there are the cheapest put the quality is top rated in my book.

Review: I saw the ad on the television for walk-in baths at Mad City Windows/Roofing. I called to ask for information on the walk-in baths they refused to give information over the phone. I was advised a representative would have to come out and actually talk to us about the walk-in baths. I had them send someone out for a free to my home to discuss the process of adding the walk-in bath and the cost to do the remodel. At that time it seemed like a good deal as we knew nothing about this type of remodling to add a walk-in bath and its cost. We had no idea about the price ranges this should fall in. We decided to have a representative come out and talk with us about the process & the cost of doing this. At that time it seemed like an ok deal so we signed the contract for it to be installed that day. Then a day and 1/2 later we informed Mad City Windows/Roofing we did NOT want their product or service. I was advised by the representative that they would send out another representative to go over everything to makesure we were making the right choice. Against my better judgement I decided to let the new representative come out and talk with us. The new representative came out and said he was lowering the price by a few hundred dollars and would add a seat, along with more arm bars to the price seeing that I am disabled. Also, both representatives that had came out had measured area of the tub and checked the basement to makesure everything would be ready for the walk-in shower installation. Before the 2nd representative left I was then advised that another representative (an actual plumber) would be coming back out before the install to again measure and check everything out again. This 2nd representative had a sign a 2nd contract that day April 23, 2015 I was advised by both the 1st and 2nd representatives that came out that the install would be done within 2 weeks. Then the 3rd representative came out measured everything as I was advised he would do. Basically he did the exact same as the 1st and 2nd men had done checking structural safeness of the area and taking measurements. I was then advised the install would be completed in a week to 2 weeks. Then I received a call from a lady on Apil 27, 2015 advising me everything was ready and it would be installed Saturday, May 2,2015. Then she called back that Thursday, April 30, 2015 to say the installer had an accident and was in the hospital and that they would have to have another installer do the install on another date. I then received another call May 9, 2015 and said the install was to be performed forsure by this other installer on May 16, 2015. When this installer showed up he came with another male that he introduced to us as his father. When he got here he asked where our garage was because he needed to see it. I found this odd since my bathroom is not located anywhere near the garage & so did my friend who is buying this house with me. We asked why and he advised us he wanted to use it to do work to install the shower we then advised him he could us the very large front porch for that since the garage was full with stuff that doe not fit inside the house. The younger and older men then went and remeasured everything that had been measured on every other visit. They kept going from bathroom on main floor to the basement multiple times then the younger man took my friend outside to look at the porch where he was to use the porch to cut stuff up. While the older man went back down to the basement and just stayed there. I started feeling uncomfortable because alot of time was passing as the younger man was talking with my friend the older man was still down in my basement. After about 30 to 45 minutes my friend came back in the house my friend whispered where's the old man? I whispered back he's in the basement go see what he is doing down there. When my friend came up with the old man they went to the bathroom where the young man had went. The younger man then advised us that the install could NOT be done because he did not have a pan the size he needed to install the walk-in shower. I then noticed they came in a car NOT a truck so I then believed he Never intended to do an install that I was lied to. Then he started suggesting that I add a new wider door to my bathroom and then to contact an electrician to look at an area where a licensed electrician just moved an electric socket. He then said he didn't feel safe that he wanted one of the electricans thru Mad City Windows/Roofing to get estimates for the door and electric outlet. We advised him several times my friend knows how to install doors and could do the door himself and that a licensed electrican just did the work it's legal and with the shower install it would cover the old area that had a plain cover but we taped the cover because it would be covered with the new shower. He left saying someone would contact us in a few days to come out again to do the install for the walk-in shower, door and socket. I then advised again we didn't want a door or electrical work done at which time he said well I ll have someone call you and you could always add it to the loan. It was at that time I seen him and the older man get into a car and there was nothing in that car to install a walk-in shower as I had been promised for that day. Which told me they never intended to install a walk-in shower that day. My friend and I discussed what was going on felt like they were trying to force us to do unnecessary work to get more money out of us. Why they had to measure 4 times for the same job. They made 2 appointments for installation and yet it still was not installed. The fact that the older man was in my basement so long and the younger one was NOT listening when we were telling him over and over we did NOT want anything extra added to our loan or installed in our house. We now did NOT trust the company or its workers and waited for their call so we could explain we wanted to VOID the contract. On May 29, 2015 after not hearing NOTHING from anyone Mad City Windows/Roofing I called at which time I advised them that I wanted to void the contract and explained my concerns. The woman then began to yell at me that I could not cancel the contract. I advised her she voided the contract by setting up 2 different appts to install the walk-in shower and that it still was not installed. I was afraid of what kind of work would be done after it taking 4 times to measure it and the 1st 3 times everything seemed fine but with the 4th some how it was suppose to be wrong and needed a different sized pan to do the install. How could the I be sure the 4th measurement is the correct one and not the 1st 3???? I am disabled and can not afford for them to get it wrong because I can't afford to fix their mistake. I advised her I had already talked to the loan company and cancelled the loan since no work was done at my house. She screamed that the contract has no mention of a time frame and if it took 6 yrs to install it then I would have to wait 6yrs while paying the loan for a walk-in shower that was Not installed yet. Because she kept screaming saying that we had to stick to the contract and there was nothing I could do because We signed a contract so I hung up and contacted a lawyer who advised me to Not accept any calls and to not allow them in the house because no work was ever started. To date I am receiving calls from the saved voicemails have her saying they are going to force the loan thru even she was advised we do not trust them or their workers and feel they voided the contract 1st and that the loan was closed on May 29, 2015 and the bank was advised at that time to not accept any bill from Mad City Windows/Roofing. That a door and walk-in shower will be waiting for me to open my doors to allow them in and that because I m under contract and I have to let them in. I have also since they are over charging for these handicapped walk-in showers and I am now wondering how many elderly and disabled people they are ripping off by over charging and trying to get them to have unnecessary work done because thats most of the customers that the showers attract.Desired Settlement: To have the contract null and void on behalf of my friend and myself and to have no further contact by the business

Business

Response:

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.

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.

Regards,

All work on our walk in shower was done in one day and in a very professional manner. The installer was very detailed oriented and did a great job. They explained the functions, went over the cleaning of the shower unit and covered the warranty. Everything was spotless when they left.

we are very satisfied with our shower, no problems. and our installers were great.

Review: We ordered windows for the main floor and garage of our home. When the windows were installed the installer advised us that one of the windows was cracked and another was missing the dust cover for a drain. He put duct tape over the cracked window in the garage and told us another would be ordered and in appx 6 weeks they would be out to replace the cracked window. The origional install took place December of 2012. Starting in March we made phone calls to MAD CITY and asked to be contacted ref replacement. Every time we called we were given an excuse about a manager/owner not being available and that someone would call us. We have called numerous times since then, no one has ever called us back. We talked to the owner once who told us he would call us back and let us know the status of the order and he never did. Outside of that we have talked to the answering service. We spent alot of money on our windows and were told they have a lifetime warranty no matter what happens and we can't even get them to replace a window that was broken prior to install. Additionally we were told several things when we purchased the windows that never happenned. Our salesman told us that we would not have to sign authorization for payment until we were 100% satisfied. That he would be back a week after install with that paperwork. Instead we were told we had to sign off the day of install. Also we were told the owner would be out at every install and he was not at ours.Desired Settlement: The window that is broken and the window that is missing a part need to be replaced ASAP. Also I want a better contact number should we have a future problem with our windows that can be used. It's not acceptable that we have had to repeatedly call for the last 5 months with no response.

Business

Response:

We apologize for letting this service call slip through the cracks. We have a new software to better track our service calls so hopefully this will curb any call back issues in the future. The window was scheduled for service on 6/20. So we should be seeing the replacement window very soon. We'll update with the exact date. If you ever have an issue down the road, feel free to contact me.

Last fall, we agreed to a siding contract with Mad City after a representative came to our home. The cost was upwards of $37,000 for vinyl siding. One of the areas of the contract we wanted to be clear on was when was the project going to start. The contract stated the project would start on or before 10/26 and be finished before 11/6. This was great news as it was roughly 6 weeks out from when we signed the contract. We continued to have our ongoing problems of woodpeckers damaging our exterior wood walls, but at least we knew the siding would get done soon. Fast forward to 10/28, and still no word on when the project would start. I decided to give them a call. They told me they were busy with other jobs and had pushed our job back 3 weeks. They gave me a start date of 11/16 and took 1.3% off our total price. Then on 11/16, they still didn't start the job due to a family emergency of one of their employees. Totally understandable reason. I only found this out after I called again asking for an explanation. They did come out and patch up some of the woodpecker holes on our house. Eventually the job was started and finished by the week of 12/7. To their credit, the job was done well, and aside from some of the workers smoking around our house while working, I felt they were professional and did a great job. The reason I am disappointed with this company is not the quality of the work, but because the communication between company and customer would have possibly been nonexistent had I not called asking for explanations. If you do not care about a timeline for your project with them, they may be a good company to consider. If you are looking for them to stand by what the contract says, you may or may not have an experience like mine and get frustrated. I understand the company can not predict a family emergency, but it would be great to keep the customer updated without the customer having to play phone tag.

Very good service. Attentive to details and on time.

Our adventure with Mad City Windows started by attending the Dodge County Fair and receiving a $500 scratch off ticket from a rep there. Since we had a bedroom window that needed replacing we decided to have a salesman take a look a few days later. The salesman was VERY thorough and went thru every window in our home pointing out problems. One window turned into 9 and we spent a lot of time negotiating price after the salesman went thru a very thorough job of selling us their product and its superiority to the competition. Another gentleman came back a few days later to check the measurements the salesman had made & was very pleasant. Our window install went very well and was completed almost an hour earlier than expected and all areas were cleaned up from the process. This is the first time I've purchased windows so don't have anything to compare to but I'm looking forward to the savings I should experience with Mad City windows in the long run!

We had a wonderful experience in having our windows installed by Mad City. Everything was done in a most positive way. As we observed the process we were reassured in our hearts and minds that we made the right choice in choosing Mad City. They left everything spick and span before they left. It only took them five hours to replace all of our windows. We would give them a "10" or an "A+".