ComplaintsforMad City Windows & Baths

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Filled out online form on a social media site and they harrassed me with nearly 20 phone calls from at least 11 different phone numbers in less than an hour. I had to start blocking them. That doesn't include text messaging.Leave ONE message and let me call you back! (Which I won't because you are harassing me)

  

  Business response

  08/14/2024

  Prospect has been added to our do not call list

  Customer response

  08/14/2024

  Better Business Bureau:
  
  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.
  
  I shouldn't have to contact the BBB to be moved to a DNC list. Since I first contacted the BBB, Mad City has spam called me in total 39 times from 25 different numbers in 5 days. They left no messages, just relentless calling. I am contacting a lawyer about this harassment.
  Regards,
  
  *********************************

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was told by salesman that it would cost 60-80000 $ for a kitchen remodel. They quoted 28000$ for cabinet refacing so I thought well its cheaper than a full remodel. By the way they have only a 3 day cancellation policy. They ask you and tell you over and over how much you need and want to do that. The total with financing is 47000$ . I looked on computer and it told me that a kitchen remodel ****************** 15000-2000. So I figure he gave me a price for a 600000$ price home because it is definitely a lie how much kitchen remodel cost. Horrible business practices

  

  Business response

  08/05/2024

  Our prices are based on items chosen and number of openings to create the price. The financing is based on your credit and current rates. You are able to secure your own financing the finance companies we offer are not part of Mad City and yes when you need financing the final price is based on the qualifying rate and term you chose. There is never a charge for early payoff in ***

  The reason there is only a 3 day right to cancel is because that is the state requirement. Customer's often want a speed install date, to do this we need to speed up the measure and odering personal. We do not want to invest the time and cost of the measure and ordering personal if your contract is not final.

  I will contact you regarding your kitchen contract today.

  *************************

  **********

   

  Customer response

  08/14/2024

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

• Initial Complaint

  07/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had kitchen cabinets installed back in January 2024. I was told that the company was 100% guaranteed and that they had been in business doing kitchens for years. We we were also told that they would be in and out within a week which still today here in July 2024, I am still having issues with my kitchen. It started off first by them ordering the incorrect drawers, then the cabinets. Once they installed the cabinets , i was told that the cabinets did not come with edges and that was extra , but later " they came with edges". My lazy ***** door fell off within 2 weeks, they did an horrible touch up job with the caulking. Still today i have 2 edges that have fallen off the cabinets and screws that have been screwed in to far and have cosmetic issues. I have text messages and pictures where i have been trying to communicate with the field manager. They are are very poor to respond to your issues. I finally received a response from the field manager 2 weeks after me reaching out a month or two ago. I have also been informed by two current employees including their own manager that my kitchen was the first kitchen they have ever did cabinets on. I was very upset and felt that the sells rep should had been upfront with me. They are charging me $50.000 for this renovation and i definitly think it is not worth that. When they finally completed the job, the clean up was awful, there was saw dust eveywhere. They caused me days at work because me having to be home for them to come out and fix their mess. I am very displeased with their services. I would not recommend them for your kitchen. I feel i am being over charged and the quality of the content is nothing fancy and it is not $50.000 worth. I have tried to be patient with the company but this is unprofessional. I have messages from the manger telling me that i was mishandled and for one of their own to say that speaks alot about the company and how myself and my family has been treated...

  

  Business response

  07/29/2024

  We are working to make all necessary repairs to bring the kitchen to your satisfaction and have been in contact with you along the way. We have received more service materials and reached out to schedule the repairs. It was discovered that you are on vacation. Please reach out to us with dates that work for you so that we can schedule the service. Thank you

• Initial Complaint

  07/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had a kitchen update in July 2022 with Mad City- ****************************** in *******, **; I signed the contract on 4/29/2022;I paid $30k & didn't get what I was promised; I had my kitchen cabinets refaced, new glider drawers installed which were to be high quality, heavy & got cheap plywood with cheap hinges that don't glide easy; also the crown molding on top of the cabinets was suppose to be one piece so no cracks & they ordered the wrong length & didn't replace it to one piece; also had 2 replacement lazy susans installed & they are crooked & don't fall into neutral position & are uneven; I have had them come to my house to try to fix but still uneven & bump the cabinet door when closing; trim on bottom of the cabinets isn't even & they did replace some of the trim. I didn't get the workmanship nor the quality of the products I paid for; I have a lifetime warranty with MAD CITY & have not got my issues/concerns resolved with several attempts with their office & visits to my house.

  

  Business response

  07/26/2024

  All the issues that you have mentioned in the above complaint were addressed and sign as accepted and completed on 8/24/2022. we have had no contact from you until 3/19/2024 about the ***************. this was repaired on 3/29/2024. Mad City has provided what you purchased and has responded to your service concerns every time. You are correct you have purchase a kitchen renovation with a lifetime warranty. We have and will continue to responded to your service request every time you contact us. Any other renovator would not do repairs more than 1 year after installation. 

  You have accepted the product and installation and the repairs. You have a warranty and you need to contact us for repairs. 

  Since your current statement doesn't discuss any current service needs I will not send a service tech, if you need service please use one of our many ways to request service.

  *************************

  Mad City Operations Manager

   

  Customer response

  07/27/2024

  Better Business Bureau:
  
  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.
  

  I did not receive a 1 piece section of crown molding as I ordered above the kitchen cabinets & installer was informed at day of install & told me wrong piece was ordered & trim not straight/aligned on the floor baseboard, and the slide out drawers are  not smoothe gliding or heavy duty quality as promised on order.  I called MAD city immediately after install & several techs/installers came to my house & no one has offered to make these corrections.I did have trim repaired once but still not straight & did have lazy susans adjusted once but still crooked & don't sit in a neutral position. Mad City did adjust my kitchen cabinet doors & tightened up the hinges once but the doors just "plop" open greater than 90 degrees. No one from Mad City has tried to correct these concerns still not addressed from date of install so that's why I did a BBB complaint. You got my money but I didn't get what I ordered nor the quality I was promised by sales representative at time of signing the contract. 

  I can do another repair request but my concerns aren't addressed nor any apology for mistakes nor any offer of an refund for error in order I would like MAD City customer service or upper management to address these concerns. They can call me at *************, 

   

  *******************

  
  Regards,
  
  *******************

  

  Business response

  07/29/2024

  I have called and left a voicemail. I would like to have my field manager come down and inspect your concerns so that we can get a ********* there to rectify in ongoing concerns. I will continue to try calling you. I did leave in my message that the crown moldings only come in 8 ft lengths and it appears that yours is around 10 ft. This cannot be changed as the manufacture doesn't make a trim long enough.

   

  *************************

  ************

  Customer response

  07/30/2024

  I have left a message on 7/29/2024 for ***, manager at ******** after receiving his voicemail regarding crown trim piece can be replaced if under 8 ft in length. MAD City will come out to inspect my concerns as soon as I get a hold of *** at *************. Will see if they can fix other concerns with my glider drawers, trim, lazy susans not neutral position & keep shifting & bump the corner door when closing. Lazy ***** was adjusted once already since install.  **** Etten 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **** came to give an estimate....told him immediately I was not signing anything, just getting estimates. He finished his presentation and gave me a price. I told him again I was only getting and estimate, he gave me a much lower price. Again I told him I was just getting an estimate. Once again an even lower price, much lower. Again I told him just an estimate. He then just refused to speak to my while packing up his stuff. How RUDE!! So glad I didn't do business with them. Place I went with was more than 50% cheaper and I am 100% satisfied. Shop around people!!

  

  Business response

  07/22/2024

  The customer has been removed from our contact list

  Customer response

  07/23/2024

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

• Initial Complaint

  07/18/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We're writing this to ensure that what we experienced is documented, and to give the company a chance to provide a resolution. Thank you Mad City and BBB for your help! On 7/15/24 we met with a very pleasant sales rep named ******* from ******** Windows and Baths and signed a contract for a bathtub and shower installation at our home. The total contract cost provided by Mad City was $11,353, and I agreed to a 50% down payment ($5676.00), which I paid that evening. The contract is in my name only. On 7/17/24, a kind and thorough inspector from ******** Windows and Baths named ***** arrived early to inspect the bathroom and basement, and I wasn't able to be present for the inspection due to his 1.5 hour early arrival. My husband was present. ***** determined that the specific bathtub and shower combination that we had contracted was not feasible due the location of the **** (the drain couldn't be adjusted). He asked my husband to sign forms acknowledging this, but we did not receive any copies of the forms. I arrived just as ***** was explaining the issues and saying that he'd need to run the changes by sales, as only a shower install would be feasible. I did not have a chance to read the inspection documentation. We agreed to have him reach back out to sales to determine our available options. It is 7/18/24 evening and we have not received any further documentation or a new contract from ******** Windows and Baths regarding the change, since the original contract cannot be honored. I did call and speak to the sales rep (who seemed surprised by this update), and he indicated that switching from a bathtub and shower combo to just a shower would be a $1200 price difference (cheaper). However, after further consideration, we would prefer to cancel the contract because we are not able to have the bathtub and shower combination that we contracted for. Is this still possible? Can I get a refund if the contract cannot be honored as written? Thank you.

  

  Business response

  07/23/2024

  After another visit and recognizing that we could not put the size tub in that the homeowners wanted without moving their linen closet wall, we have come to terms with canceling the contract without further consequence. Homeowners are in no way upset with Madcity, and were taking precautions to protect themselves as they recently had a negative experience with another contractor. Contract is going to be dissolved, with a full refund of monies paid.

  Customer response

  07/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, so long as the refund is processed as described.  We are thankful to all Mad City employees that we worked with for their efforts to ensure we were fully informed of all options available to us.  Their actions to date have timely, methodically detailed, and very professional.  All Mad City staff are pleasant, approachable, and want to ensure that any customer concerns are thoroughly addressed.  
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had agreed to a down payment of $******, They withdrew $200.00 which consisted of 2 $****** charges on the same day. I contacted the company and was told they would refund the extra $ ****** but they have not done so. I want nothing to do with these people. The tub to shower conversion is over priced.

  

  Business response

  07/18/2024

  This customer called in yesterday about the down payment and it has been processed. 

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We filled out an online quote form and have been receiving non stop calls for the last hour. Over 50 calls in about an hour.

  

  Business response

  07/19/2024

  This prospect has been added to our do not call list

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract to have a new shower installed in a 24 hours. When the gentleman first got here, it was quite noticeable That the young man who took measurements did not measure correctly. He said it would be off by 4 to 6 inches and it actually was over 12 inches Being a shower was not acceptable. Even though this was not our mistake, the gentleman I spoke with refused to upgrade unless I paid the difference. I already spent ******. I didnt have money to spend anymore so we did kind of come to an agreement. I wasnt happy with it but what else could I do, so now we have a 4 x 3 which at this point is not finished.They came and put a very very cheap shower door on. One of the Plastic doors pushed all the way into the shower. If I had it fallen, I wouldve hurt myself. Ask about getting a different door and he was fine with that show him what I wanted and he sent a gentleman to install it. The gentleman worked and worked could not install the door because it is not square it measures almost 3/4 inch different from the top of the shower to the bottom. So they made the excuse that it wasnt the right door and they would take $2000 off my bill if I just picked up my own door but then that would end my warranty again. I was not happy with that.So at this time I still owe them $5000 which I am not going to pay until this job is done to my satisfaction.Unless they change their attitude, I dont see this ever coming to an end what I have now the gentleman that installed the fixtures said he had never seen them. Use such cheap fixtures in any other shower.I think the manager was upset with me and was taking it personal, which it wasnt meant to be personal but when you spend $****** you want it done right.

  

  Business response

  07/19/2024

  On the day of the install, we went to install a 38x38 Neo Angle Pan per the contract the customer signed.  The customer stated that this would not work. We agreed to change the pan size to 48x32, which moved the location of the bath and we built an additional wall to make the pan fit.  We also installed sliding shower doors for this new pan.  The homeowner called in a few months later and stated that she did not like the doors and there were a few other issues.  We fixed the other issues with a balance still owed.  We discussed the shower doors and the homeowner insisted on shower doors that she found that she liked.  We removed the doors from the contract per a signed agreement and gave her a discount to purchase the doors she wanted while allowing her to keep her warranty. We also finished all service issues and were given a final payment by check.  The homeowner cancelled the check which leaves a balance owed of $5500.  We would be happy to return to the jobsite and address any further service issues once final payment has been paid and cleared. 

  Customer response

  07/19/2024

  Better Business Bureau:
  
  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.
  
  [Please type your response here.]
  
  Regards,
  
  *****************************

  Customer response

  07/22/2024

  Better Business Bureau:
  
  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.

  if they couldnt do it right the first time why would I trust them the second. I did not on cyst on my own shower doors. I insisted on something that was stronger than the piece of plastic they put up. And he did tell me that if I use my own own doors that my warranty would be no good. the whole thing started because they measured wrong. If they would just admit that we could get this rectified, but they had to argue and would not budge to help rectify the problem. 
  

   
  
  Regards,
  
  *****************************

  

  Business response

  07/24/2024

  Per the contract signed on 6/13/23 and measure paperwork signed on 6/22/23 by the homeowner, we ordered the biggest neo angle shower pan at 38x38.  On the day of the install the homeowner stopped us and said that the neo angle pan was not big enough and would not work.  We came to an agreement with the homeowner to rectify this issue and have a signed changed order on 8/22/23 changing the pan size to a 48x34 and sliding shower doors with rain glass.  This was done at no additional charge to the customer.  The doors that were installed are the same doors we have installed on every shower with sliding glass doors minus the rain glass option without any complaints.  We have completed all service issues on this shower install.  We did remove the original doors per the homeowners request until we could come up with a solution to the doors that we both agreed on.  The doors and cost of the doors were removed from the total which is now $5500.  We have completed our obligations per the contract.  If you would like to have us come out and inspect the shower for further issues feel free to contact us at ************.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Woke me about 6am today, calling all day today, 20 times, seems like harassment. Ive blocked so many numbers and they call on a different number.

  

  Business response

  07/18/2024

  This prospect has been added to our do not call list

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩