ComplaintsforMad City Windows & Baths

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Have been called numerous times from different numbers after submitting an inquiry. After reading all these complaints, I dont want anything to do with the company. Need the calls to stop.

  

  Business response

  09/20/2024

  This prospect has been added to our do not call list. 

  Customer response

  09/21/2024

  [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

  09/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was on a website looking at dimensions of shower enclosures and I entered my contact information to get further into the website. I guess it was immediately farmed out to ******** Baths. In 5 days I have recieved 18 calls for Mad City using about 15 different numbers. I answered one call and said it was a mistake & to remove my number. I have blocked every number that Mad City has used but they seem to have an unending amount outgoing numbers. I searched for a way to email them and ask them to stop, but I couldn't find one. Please remove me from your call list.

  

  Business response

  09/16/2024

  This prospect has been added to our do not call list

  Customer response

  09/16/2024

  [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

  09/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a walk-in shower installed in April, 2024. We have had numerous problems with the finished product.Initially, the shower was leaking water in our garage. A technician did come our and fix this but had to cut a hole in the wall when he dropped his tools in the wall and could not retrieve them. The shower was also leaking in the bathroom. I pointed out that the doors did not reach all the way down to the floor and they assured me that this should not be problem. As expected, the shower leaked and they had to come out twice to the fix this problem.We have two current problems that we are trying to fix and have not had any luck with. The shower shelfs are pulling from the wall and we were assured that this would not happen.The other problem is that the shower is still leaking water from the base where the track is installed and is pooling around the toilet. We had a technician come our but he told us that he didn't have the tools to get this fixed. He said he come back "next week" or the company would call us. He has not come back and the company has not contacted us. We have tried to reach them but cannot get through to a live person and everytime we try their automated system, it disconnects and hangs up. Everything should be under warranty but we can't get anyone to service us. We would just like this fixed. It has only been 6 months and the shower is already deteriorating. I am growing increasingly worried about the water leakage and how this might be ruining the rest of my house.

  

  Business response

  09/16/2024

  We called and left a voicemail to set up a service appointment this morning to take care of the issues with the shower door and shelfs. Please call us back at ************, this is the direct service line for our office and should not go to the answering service. We will continue to reach out until we are able to get in contact and get the issues resolved.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I signed a contract mid July to have two windows installed ($4200). Put half down and then added another window on about a week later. Total rose to about $6200 (no extra put down at that time). I was told Mad City owned the factory the windows were made. Beginning of August, we had to buy a new car that was unexpected. Called Mad City to let them know we had this come up, and to inquire about needing to cancel. I was told the windows were already being made, so no cancellation was possible. Ended up losing my entire deposit to cancel the windows. The contract states that if buyer is not able to pay, then a restocking fee along with a fee the contractor feels is sufficient for work done is to be paid. States this can be 10% of contract price. That would have been $600. Here I am a month later after all this takes place and realizing they took an extra $1500 from me. No extra work was done outside of measuring. The windows were being made, but no reason they could not use the parts for other jobs.

  

  Business response

  09/13/2024

  Hello ****, I have tried to reach out to you via phone. I have left a voicemail to discuss this matter. 

   

   

  Customer response

  09/13/2024

  [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,
  
  Matt
  

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is mold forming UNDERNEATH the caulk in the shower mad city installed and guaranteed for life. They call this a "maintenance " issue and want to charge $175 to recaulk my unit. My question to them is how is it a cleaning issue if you can't get to the mold. They have a standardized answer. "if you cut a piece of the caulk out, you will see that it is not on the back of the unit". So basically telling me I have to cut the caulk out to clean? I say it's a problem with the caulking they did. If done properly, moisture would not get under the caulk. The dude said, " we don't clean people's bathrooms. If you want it re-caulked, we charge $175.00

  

  Business response

  09/11/2024

  Mad City did reach out to this customer about her complaints of mold with the caulk. We did offer a cleaning solution for her to use as mold typically does not form under caulk it forms on top typically, due to lack of cleaning or, specific conditions where mold will grow such as damp, dark places, with poor ventilation. The actual conversation that was stated to the customer about cutting the caulk out was as follows: We can absolutely come out and have a technician cut out a small section to check if its underneath the caulk. If it is underneath, we will replace at no charge. However, just so you are aware in my 7 years here not once has it been underneath. It is cleanable. I have openings tomorrow, Wed or Friday if any of those work for you.  

  The customer chose the very next day at 11am to have a technician come out. 

  Once the Technician arrived and, the customer found out that he was not there to re caulk the unit, she asked him to leave vs the agreed conversation of coming out to cut out a section to show that the mold was in fact not under the caulk. The Technician left cleaning instructions and left the appointment.  

  Customers own pictures submitted show that the mold is on top of the caulk. The customer stated to the ********************* while he was on site that she knew the mold was on top of the caulk but, wanted the unit re caulked vs her having to clean the shower. This was explained that because it is a cleaning issue that if she wanted it re caulked there would be a service fee involved.

  Unless the customer is willing to clean the shower and use the recommended solutions to remove the mold we can only offer to again cut out a section to show its not under the caulk or re caulk the unit at the cost of the service fee. 

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I completed a quote request online this morning 9-10-2024 and have received non-stop phone calls and voicemails. From 8:00am till now 10:52am i have received 23 phone calls and voicemails. i have tried blocking all numbers.

  

  Business response

  09/11/2024

  Mad City will add this prospect to our do not call list

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company is calling me from different numbers every hour multiple times. *** already spoken with them to advise Im not interested and to take me off of their call list. . Im not interested in doing business with this company. Ive blocked every number they have called from.

  

  Business response

  09/10/2024

  We have added this prospect to our do not call list. 

  Customer response

  09/12/2024

  [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

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Mad City removed a tub + installed a shower. Many mistakes wer made: hole in my kitchen wall: unstable new wall frame, no shut off valves, red hot water lines attached to cold water hook up, cracked bathroom sink faucet, shower faucet valve upside down ( hot water coming on first then cold instead of the opposite). The old wall at foot of tub was cut out: my responsibility was only to replace the drop ceiling panel+ any tracking for drop ceiling which is impossible to do as the old wasll was not cut short enough to get a new panel and tracking over it. Everything I have mentioned was corrected except the old wall being trimmed so that I can close the ceiling with the drop ceiling panel. Photos were taken + I was told by field manager he was going to speak to ****** they would be calling me on Monday 9-9-24. I received no call. The job was finished on 8-28-24 minus the call backs to correct some mistakes. Furthermore, dry wall was hung + not muddled. Per the contract I was only to paint the wall not mud it. I find myself having to hire a contractor + pay to correct the remaining mistakes. They also left an unfinished edge of plywood on the new wall. When the new contractor came to give me a bid on mudding the drywall the first thing he asked was why didnt they finish that edge? Ill tell you why, because they have my final payment. They send me an incompetent worker the first day which created more stress an aggravation + now they dont want to correct the errors, the drywall needs mudded as there is no where in the contract that states I was responsible for that, and I want that wall trimmed down so that I can closeup my drop ceiling thats been open since 8-28-24. Why wouldnt they cover the edge of the frame of the new wall with acrylic before they put acrylic trim along the one edge + no matching trim on the other corner? No supervisor has been onsite since the project was finished to look at my concerns.

  

  Business response

  09/10/2024

  I have contacted the customer, and we have scheduled a conversation for tomorrow (9/10/24). I will ensure to reassure the customer during the call that we are committed to addressing the issues they have raised.

  Customer response

  09/13/2024

  [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

  09/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we had madcity come out to give us an estimate for a tub/shower combo on September 5th 2024 at 2 p.m tlhe was here until 4:30 pm, I spent 2 1/2 with the kid most of the was spent talking money, I told him we just wanted a estimate. now due to this being a big expense of *****. my husband and I needed to talk and I would let them know either way next week, that wasn't good enough, kept insisting that I gave a deposit for them to do the job. I keep telling him no! then he asked me to get my husband, well next thing I knew the kid was putting his stuff in his car, I asked if I could get the estimate he told me it would be e-mailed to me, then he gave me a paper for a ***** gift card from Amazon, that I had to do some e-check for it that would come in a e-mail well 24 hours later I have NOTHING. I called was transferred 3 times and then told let me talk to my manager ok fine, he comes back and tells me they will call me back in a little while. guess what NO CALL BACK, wow I spent 2 1/2 hours to this person to get nothing. if I had to rate this company it would 0 stars, I am so mad I feel now it is BLACK MAIL if you don't say YES AN GIVE THEM A DOWN PAYMENT YOU GET NOTHING. believe you me I am gonna go farther with this and will be contacting the BBB, and also the NEWS STATION. I will not recommend this company to ANYONE.

  

  Business response

  09/10/2024

  Mad city will reach out to assist the customer with the gift card issue. 

  Customer response

  09/10/2024

  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 would like the estimate that I asked them to do. And still have not gotten it.)
  Regards,
  
  ***************************

  

  Business response

  09/11/2024

  Mad city will reach out to the prospect about a copy of the estimate

  Customer response

  09/11/2024

  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.
  
  [The only thing we have gotten was a Survey yes they did send the link for a gift card but still no estimate.. I have been told they will send an estimate a number of times this has gone on long enough all we want is the estimate what is the issue ? How hard is it to do? Not Quite understanding the problem. This is for a disabled child.]
  
  Regards,
  
  ***************************

  

  Business response

  09/12/2024

  Good afternoon *****************. I have reviewed all files and system notes from your sales appointment. Unfortunately, because you never made it to the point of signing the contract, there is no record of the product details your estimate was based on. I did however find a time stamped note in our system from when the sales *** called in during your appointment requesting a reduced price. This price was authorized at $23,103.00

  The only thing i can offer outside of the recorded price reduction is to have our sales manager come out and go through the product with you to decide what options are needed and formally write you an estimate. If you would like to set up this appointment, please request it in your next response to the BBB and I will have one of our staff contact you to schedule.

  Customer response

  09/12/2024

  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.
  
  [No i do not want you back at my house! So another words we had to sign papers and give a deposit for you to give us a estimate?? Ya that was not gonna happen and other companys do not work this way, when you come out you listen to what the customer wants and tell them what's it's gonna cost, no reason to sign anything your company is Black mailing people to make a Heist decision in order to get an estimate this is totally wrong!! And someone needs to stop you from doing this to anyone else the kid that was out knows what we were looking at and that should be enough for an estimate you also can see by the amount you put in your response all of this an you still want to refuse the estimate you wasted my time with my family for 2 1/2 hours  we want to be Compensated for this ****** and i will be letting the BBB know this enough and you need to be stopped if need be we will be contacting the news station.]
  
  Regards,
  
  ***************************

  

  Business response

  09/12/2024

  Mad city requests that the BBB closes this complaint. We understand it will still be available for the public to view. Had ***************** been interested in moving forward with our product we would have written a contract detailing the product and pricing and she would have received a copy with a price lock guarantee even if she chose in the end not to sign. We are not in the habit of filling out paperwork when a possible customer tells us they are not interested in moving forward after initial pricing. There is nothing illegal about this process. We have provided the price we have in our system notes and offered to send someone out to provide a written copy of their product choices for that price. If that is not satisfactory then there is nothing more we can offer. 

  Customer response

  09/13/2024

  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.
  
  [You want to to go threw the what i already went threw have your sale guy come out go threw what i already went through your words!!

  .]The only thing i can offer outside of the recorded price reduction is to have our sales manager come out and go through the product with you to decide what options are needed and formally write you an estimate. If you would like to set up this appointment, please request it in your next response to the BBB and I will have one of our staff contact you to schedule

  You also told be a price in your last response, so you already know what I had gone threw write the estimate out!! Why should I have you come back out to house for another 2+ hours and have me sign for a estimate.????

  Again a company that thinks they can do what they Want and the heck with the customer, your company's *** sat in my house walked threw my house and again because I didn't sign an agreement to have (((you))) do the job that min, I have to call another company to come out to give me an estimate. Because you refuse to with the first *** you sent out..

  an now ask the BBB TO CLOSE THIS CASE?  I feel you already have and just disregarded my estimate and disregard my request. 

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

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They have called me 47 times since 8/22. I block every single number they call from, it changes every single time. I want my number removed from whatever list they have me on. I have no idea how they got even got my number, but enough is enough. This is borderline harassment at this point. My attached pictures are only the calls from 9/2-9/4.

  

  Business response

  09/06/2024

  This prospect has been added to our do not call list

  Customer response

  09/06/2024

  [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,
  
  ***************************
  

*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. ↩