Mad City Windows & Baths

Primary Nature of Complaint: Product Issues, Customer Service,

I’d like to save time here by being direct and honest about our experience. We hired MadCity to replace a 1950’s 10ft Patio Door as well as an adjacent large picture window. The initial salesperson that came to our home complained about his long drive from Green Bay, was irritated that my husband had taken our children to the park so we could have a quiet conversation about our project and told me that I needed my husband here in order to have an “initial one time discount.” MadCity then sends out another salesperson, we sign the contract, and they install roughly 6-8 weeks later.

During the installation process the crew removed both the 10ft patio door and picture window leaving a 16ft opening in our home while they went to get supplies. We live in a wooded lot, it’s the middle of Summer, so let your imagination run wild as to what kinds of things got into our home. All the while they had plastic in their truck that they were supposed to seal the opening for such an event. Their crew member used a bathroom in our home that we were in the process of remodeling (the stained door was drying in our basement) and I walked in on him using our toilet. All of this could have been avoided had he only asked as there was a bathroom 3 feet from where they were working. They began to build up a wall where the old patio door was for over an hour. When I had asked them about it as we had signed for much larger windows, they were irritated and told me that the windows only come so large. After looking back at the contract they realized they measured incorrectly by nearly 12 inches, removed the wall and slid the window into place. They left dents and ripples on the outside trim which I had written down on the form and neglected to clean up inside. A screen was also missing during install as well as an inside trim piece that was bent (we noticed this after they left).

1 week later our windows began leaking and the locks for some of the windows didn’t work. For the next 6 months, our windows leaked, we had the screen arrive over a month later, only to have it bent. One screen had a hole in it and wasn’t repaired correctly. They installed screens upside down and incorrectly more than once and left holes in the bottom and always had issues as well as bent outside trim in this process. They fixed the outside bends and ripples with installing nails into it. MadCity had 5-6 crew members come as well as service managers to look at the issues, always saying they would reset the windows, or “get to the bottom of this” and end up caulking a new spot or old spot over and over and over again, never resolving the water issues. MadCity sent a crew member to remove the outside trim and realized the installation team used the old 1950’s drip edge that had holes in it (this should have never happened). They replaced a new drip edge, caulked and the next day we still had water coming into the home. Please keep in mind these are just the highlights of our experience.

We left a message for the owners as it indicates you can do and were called by *** (Regional manager), whom we wanted to discuss this as we felt like we had been patient enough. After trying to explain our frustrations with rearranging our schedules for the last 6 months, cleaning up water and our entire experience from start to finish, he responded with and repeated three times “I appreciate your concern. We stand by our warranty and product which is why we came out to fix the issue. The office will send you $300 for your inconvenience.” When I tried to explain further or let him know that for what we spent on the windows $300 doesn’t come close to the time taken away from our family or rearranging our schedules, constant clean up after water and more he repeated himself. I also tried to explain that when we signed the contract we were told it would take 1 or 2 days max not half a year and that the 16 foot opening in the house has remained unfinished for the last 6 months because we didn’t want drywall and wood to get damaged from the water… he repeated himself. I asked to speak to someone else and wanted the owners contact information and he informed me “I’m that person. We don’t have owners because there is a board of investors. I’m the highest up you’re going to get. I answer the voicemails.”

Straight from MadCity’s website “We want you to feel happy and satisfied with our materials, installations and customer service.” MadCity has failed to hit this statement in all regards. *** barely listened to our concerns and continued to say that “ I appreciate where you’re coming from but MadCity stands by the windows and that they are warrantied”, which at this point means jack to us. Then the inadequate offer of $300 in compensation for the hassle, wasted time, general incompetence of their staff is just disconcerting. We talked with 5 to 6 service members, ***, ***, ***, *** and now *** and the entire process has been nothing but a headache and stress we didn’t need.

Please keep in mind that this is a condensed version and that there is more we haven’t shared to save on space. We did deposit the $300 two weeks after informing them that we were more than unhappy because frankly we want as much money back from them as we can get given that we feel that we severely overpaid for the service and product we received. I also indicated on the "sign off sheet" that we would need to wait until it rained to see if the water problem was solved.

***It has been less than two weeks since they were here last to fix the issues and we've now had our first full day of rain and we have water coming into the house in multiple spots by the windows.

Overall a poor experience with Mad City. The salesperson was quite pushy and almost lost the sale because of it. The installation was not done professionally. They left gigantic smudge marks on the patio doors that they installed. When I buy all new windows and doors the last thing that I expect to do is wash windows first. The installation team did not even test the patio doors that they installed. They were installed incorrectly and the doors would not open. Mad City has been out addressing problems 4 times after the initial installation. Now that it has gotten cold at night, I feel a significant draft coming from the bottom of the front door and the service door so a 5th post installation trip is required. The one positive is that so far the windows appear to be of good quality.

My wife and I are very happy with the walk in shower installed by Mad City. Our house is old and very unlevel. There was even rotting in the walls surrounding our old shower. The workers corrected all the existing issues and installed a wonderful new shower. They put a decorative header above the shower to make it have a more level appearance. The men were very personable and professional. The work was a challenge for them with the age and condition of our bathroom but they took the time to make it beautiful and took care of all the problems. We highly recommend Mad City

Cathy K reviewed Mad City Windows & Baths — 5 star
1 min ·
I have been very happy with the entire process with Mad City Windows. I had a patio door and 3 large windows replaced in my condo. The in-home visit and demonstration was very impressive, with a knowledgeable and friendly person. The next step was the person who came to do the measurements, and he was equally friendly and professional. The windows were ready for installation within the estimated time frame they had given me. Then the actual install went very well. The crew arrived a bit early (which threw me a little as I was still taking down window treatments) but they helped me complete that. There were three in the crew, and they were obviously experienced and skillful. The entire process took about 6 hours which was less than I had expected. The windows and door are beautiful, function extremely well, and have improved the value of my condo. I'm waiting to see if they will help reduce my energy bills as promised. The crew could not have been friendlier or more respectful of me and my property, and they cleaned up after themselves in a very efficient manner. All in all, I am very happy with my decision to go with Mad City Windows!

Beginning with the sales person and right on through the installation, we were very pleased with the process. We are extremely pleased with our new windows, and they give us a beautiful view to the outside.

Mad City installed my high quality windows in a flash! Product is excellent quality and the installation was extremely professional. Love my windows!

They came to the house prior to our hiring them and showed us and told us about their products. They listened to our need. The workers arrived on time. They worked hard and as a team throughout the day. (They weren't the type of guys that stood around drinking coffee and did a little work here and there. They worked hard.) The workers were also extremely friendly, but kept working as they talked to us.

My experience w/ Mad City was extremely frustrating & very stressful. The salesman told us of all the little extras
(i.e. remounting exterior lights, downspouts, porch railings etc.) that their siding crew (4-6 people) provided with the bid. This turned out to be untrue (extra charges) which led to later conflicts w/ the siding crew (2 people) & the field supervisor. Make sure you get "everything in writing". The job was to be completed in 4-5 days. It took 13 days (Sunday excluded) to finish. They were pulled off my job for 3 days to do another job & a 4th day missed due to lack of materials to finish. Original & excess materials for the job sat on my patio for a total of 24 days before being picked up. I notified management that I was unhappy w/ the 'wavy' look of the front & rear gable trim. They tried to convince me that there was nothing they could do as it was my 'roof line'. After 2 weeks of arguing back & forth, they agreed to have it redone. 10 days later the trim was replaced by a different siding crew & now looks good. Be very wary if you decide to go w/ Mad City.

I could not be happier with Mad City Glass and their team. Not only did they work hard to get us a price that we could afford but they did it in a timely fashion. There sales and window team were professional and friendly. The window team went above and beyond there expectations when they discovered a bees nest in the wall that they were building a window around and helped to get rid of them even though they had gotten stung more than once. Thank you to Mad City Glass we no longer have to deal with black mold or ugly shaker porch doors. Thanks Mad City!

Mad City Windows have a very high quality product, knowledgeable staff and very responsive office personnel. The salesperson knew how to help us, answered our numerous questions well and gave us options on our purchase, This is a top shelf product, you do pay for what you get.I needed a patio door for a large opening that could withstand a great deal of use. The installation was very efficient, very clean and all old materials were taken away. The warranty covers our lifetime and that of whomever eventually purchases the house. That's a confident company.

This a great company to use for replacing your windows. They replaced a rotten window sill at no extra cost. We had a big picture window replace which was a big job and they did quickly and efficiently. The other 2 windows went quickly too. I would use them again for future improvements.

We purchased a walk-in shower with safety bars and a bench from Md City, as well as two large windows for our living room. From our sales rep Cory to the bathroom install guys to the window installer, everyone at Mad City was so helpful and friendly. Both projects were done within the 6 week time frame we were given when we ordered, and both were done in a day - the window installer even came on a Saturday morning because he had gotten held up on a job the previous day and didn't want us to have to wait another week for our windows! All of the installers were friendly and fast, and they left our home cleaner than it was when they got here! Our new shower is AMAZING and has made caring for my elderly mom so much easier and safer, and the windows are great. Pricey, yes, but you get what you pay for and these are great quality products!

Overall, very happy we went with Mad City. Window is tremendous and fit was perfect. Install team was late to site (due to long drive time) but finished the job as scheduled. We lost a bush in our garden due to equipment set up.

I replaced my bay window with a picture window. My sales rep was knowledgeable and worked to get me great financing terms. Installers we quick, professional and quality workmanship with quality product. Kelly M.

The salesman was very knowledgable!!also the guys that installed the windows were on time and did an excellent job. Would recommend them!!!

The crew was very professional. I was surprised how quickly they got the job done. They cleaned up completely when finished. I love the new patio door especially. It's so much better than what we had in there. A very satisfied customer.

Mad-City did an amazing job on our new shower and tub! Looks even better than the photos. I would recommend them to anyone. Installers were very nice and did a great job of cleaning up and taking care of my other furniture

In the beginning we had a few road bumps and misunderstandings; but once resolved everything turned out as well as could be expected. The installers were very curious and caring of our home and worked diligently from start to finish. Even working into the evening hours, they made the extra effort to vacuum any dust or wood shavings and show us how to operate our windows. The lead installer noticed a small blemish in one of our screens and automatically placed an order for a brand new one. We are very happy with our windows for it has only been a short glimpse into the cold season ahead; we've noticed a huge difference which has made it possible to have curtains open to enjoy natural light which has been an added bonus for our dog. We recommend MadCity Windows to those looking for an improvement in your home not only for a beneficially but also stylish improvement.

We have to agree with everyone on the sales pitch being a bit pushy, but we were in the market for new windows anyway. The process from sale and measurements, to final measurements and windows ordered was smooth. We did have a couple delays in getting the windows installed due to issues on Mad City’s end, but were able to get it resolved and the job done. Crew of 3 replaced all the windows in our lower level of the house. They were very thorough and were in and out in 1 day. We did have to file a claim for a damaged screen and to have them put stops on a couple screens and they were able to work with us to be here within a week or so. Since the windows have been installed, we have noticed a huge difference in the traffic noise from outside and are looking forward to seeing the energy savings as time goes on. We would definitely recommend them and will be using them to replace the windows in the upstairs of our home in the future.

Replaced 11 windows with 7 windows with the combination of the window openings. The salesman was high pressure and very knowledgeable. Expect the sales pitch to last several hours, it will eat up your evening. Yes, they say this price is the best they can do and only good today, agreed, but still let them leave. They will call you back several days. We received quotes from five companies, and did end up with MadCity at half the price they originally quoted even after we added one more window. The installation crew was great. Very organized. Left a few cigarette butts on the drive way as well as a few nails, not bad for all they did.
These are replacement windows, they changed the size, built up the ledge, some are very snug in their movement and difficult to close we are hoping that they will get easier over time. The newer windows are thinner than the originals which was unknown and we will need to create a small window ledge, not too bad. Some of the dry wall was done perfect, other sections were pretty rough. I understand that they are not professional dry wallers, but they could take a few lessons in that area.