Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/02/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
We had our windows installed December 2020. I contacted mad city about our living room window earlier this year. Ive had 6 calls out to 'fix' the window. The first 3 techs did ' band-aid fixes' which didnt provide a proper seal for the window. The 4th time I called them for the window and window trim that wasnt installed on the two south windows. The 4th tech came and left after 5 minutes and an hour later contractors came to do the trim work. The contractor looked at the window Mad City band-aid fixed and informed me that the window will need to be reset because it was install uneven. I called mad city for a 5th tech to come out with a manager to check out the all the windows. The tech and manager both agreed that all the windows will need to be re caulked and or re trimmed because how bad the job was done initially. The tech said that hed need the whole day for the job and that theyd call me to set up an appointment. I called them after receiving no call to set up the appointment for the following friday 10/22/21 8am-10am which my partner took the day off of work. At 10:30am I called mad city asking why arent they there yet, after them telling me they didnt know and that theyd call me back ( they never did) the tech showed up just to leave after 5 minutes on the job with no paper work to sign. I called mad city about it and asked what happened. The manager **** informed me that mad city techs only do " bandaid" fixes that they will need a contract installer to come out and do the work. I spoke to a manager **** that told me theyd work with me to get the job done on a saturday since we both work for the local school district. Ive called mad city many time to schedule it out only to receive a call 10/27 telling me theyd call me back. I never got a phone call, email, text, or voicemail from mad city to schedule the appointment. I have left many voicemails even for the owner about this job and im being told " someone will call you". This is highly disappointing.Customer response
11/03/2021
Hello I would like to give you an update on my complaint ID ********. Mad city has finally contacted me today and scheduled out the job for this Saturday 11/6/2021. Thank you for any and all help. Im hoping this get done and over with.Thank you,Nate
Business response
11/03/2021
Mad City is very sorry for the lack of communication. We now have the service items scheduled on 11/6. Once again we apologize for the lack of communication.Customer response
11/15/2021
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.
Mad city sent a contractor on Saturday November 6th to do the job. The contractor was only able to fix the living room window and re trimmed three windows. The contractor noticed that there was no insulation used in the initial install and told me all the windows would have to be re trimmed and have insulation put around the windows. The contractor told me that if I went with a different trim style that they'd do my back and front door trim for free. The contractor said he would have mad city contact me. No one from mad city contacted me. So I called them Wednesday November 10th. I spoke to the manager **** and explain everything that happened and that the contractor said there as no insulation and the remaining 8 windows would need to be insulated and re trimmed. **** told me he would call me back and I have yet to get a phone call from him. I was hoping to have this all figured out by now but mad city is still giving me the run around. As of now I have 3 different styles of trim on my house and and 8 out of 11 windows with no insulation. Around them.
Regards,
*********************************Business response
11/15/2021
Mad City reached out to schedule the final service on 11/12/2021. Letting the client know that we will be out 11/29 in the afternoon to finish their service.Initial Complaint
10/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
work started 11-16-2020 and still not done as of today 10-26-2021, yes almost a year. I want out of the contract because I feel they cannot finish the job and i want to hire somebody who can. I should not have to wait a year, how long do I have to wait to get my house finished? i was told it was a 3 week job, now almost 50 weeks have gone bye and job still not done.Business response
10/27/2021
Mad city will be in contact with the client within 2 business days to resolve this matter.Customer response
10/27/2021
I will be waiting like i have been for the last 50 weeks. My family just wants to be free from Madcity, this has gone on for way too long and nobody should have to go through is, life is hard enough already without a big company like Madcity holding a family hostage like they are doing with my family.Business response
10/28/2021
Mad City will be contacting the client today so that we can start the cancelation processCustomer response
10/28/2021
[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.]
contact has been made and details are being worked out to protect my family from future issues that might happen. We will see how it plays out but given the history between us it could take some time but as always me and my family are wishing for the best.******
Initial Complaint
10/14/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
MadCity misrepresented the work that was to be done. They promised self-healing windows screens and didn’t give them. They also promised the windows would be the same size as the original ones, but installed smaller ones. Their installers damaged our walls and trim, left garbage onsite, forgot some screw plugs, and installed a window not level. Their customer service has been terrible: they have passed us on to multiple people without keeping records of our concerns. The work was done April 5, 2021 and we have been trying to get resolution since then. MadCity billed us $600 for scaffolding that was never used or brought onsite. They claimed to have contacted our HOA prior to Sept. 28, but had not. They used this false information to threaten legal action. When we confronted them with their lie, they did not acknowledge the issue. We were promised a discount by management, but since then have been threatened by being sent to collections for the full balance.Business response
10/15/2021
Mad City has completed this contract per contract. Mad City has also contact the clients HOA to see if there was anything wrong with our approval. The HOA let us know that their are no issues with our installation and that everything is approved. April refused to give is the HOA'S contact information. We had to find this information on our own. Mad City has completed our contract per contract and now the customer refused to pay their bill. WE install pocket replacement windows and it is clearly stated on our contract. Mad City will only offer a $500 discount for the clippings and the trim paint that needs to be touched up. We have fulfilled our jobs as contractors now the client needs to fulfill their end and pay their bill for services rendered.Customer response
10/21/2021
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.We are surprised to hear that MadCity is still planning to try to speak with our board as they should have received communication from the Management Company that the Board will not meet with them (see attached letter from Management company).
How are we supposed to be able to seek resolution with MadCity when they are not acknowledging or responding to our concerns? We have listed them below:
1. Charging us for scaffolding and not using or bringing it
2. Having a window screen that won’t close because the window isn’t level (this is something we cannot fix on our own, but is the responsibility of MadCity)
3. Leaving garbage on our property when the contract states that all trash will be removed
4. Promising self healing window screens and not using them.
5. Missing screw plugs-- we cannot get these on our own
6. The contract stating it is a pocket replacement “unless otherwise noted”-- because we received a picture of a full-frame replacement from our salesman, this proves it was otherwise noted to us
7. MadCity’s deception from Levi on 9/28 as shown in the attached email. Levi stated that he had spoken with our HOA and used that information to threaten legal action. Megan from our management company on 10/7 confirmed that the management company had not heard from MadCity. We also have emails from our HOA stating that they also had not been contacted.
8. MadCity has not offered us a discount for discount’s sake, but only to purchase and fix service issues ourselves. To fix these service issues is MadCity’s responsibility. We were promised a discount on top of having those service issues completed.
9. The discrepancy between communications: Jacob promised us they would paint themselves, Brian claims they do not paint.
10. The Terrible customer service: passing us on to 12 different people and often not responding to us at all.
11. Not keeping records of prior communication that we have had with them so they tell us contradicting information.
MadCity has not completed its contract with us and is not actually trying to work with us towards a resolution. We have asked to meet with them multiple times and they have refused (see attached email). There’s not much more we can do until we are able to get our complaints resolved. How can we resolved this complaint until MadCity completes the service work and addresses our other concerns?
Regards,
***** ****Business response
10/22/2021
Mad City will contact the customer in 5 business days to set up an inspection of the job and said issues above.Initial Complaint
10/12/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Waiting now for 15 weeks. They have $4500 of my money. Said it would be finished in 10 weeks. Would like a refund.Business response
10/13/2021
Mad City has contacted this customer for resolution.Initial Complaint
10/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Install the size of tub we wanted along with the shelves and ceiling we were supposed to getBusiness response
10/13/2021
Mad city will be in contactwithin 24 hours or Mad City had contacted this customer for resolution.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
283 total complaints in the last 3 years.
120 complaints closed in the last 12 months.