Complaints

This profile includes complaints for Mad City Windows & Baths's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mad City Windows & Baths

  4916 E. Broadway Madison, WI 53716

  
• 

  Mad City Windows & Baths

  17044 W Victor Rd New Berlin, WI 53151-4137

  
• 

  Mad City Windows & Baths

  2900 SE Enterprise Dr Grimes, IA 50111

  
• 

  Mad City Windows & Baths

  2621 Fairview Ave N # 600 Saint Paul, MN 55113

  
• 

  Mad City Windows & Baths

  Peoria, IL 61615

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/24/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** 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

  Date: 07/22/2024

  The customer has been removed from our contact list

  Customer Answer

  Date: 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

  Date:07/18/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:07/18/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mad city came door to door in June. They had talked me into purchasing 4 windows for $12000 dollars. I called the next day to cancel because it was to much. A supervisor came to my house and send lets figure something out, he would like to keep me on the books. **** me a deal,9 windows same price. He took measurements. When the next person showed up to take all measurements , he said that the windows would not work. The windows were to big. The 1st guy had to come back. Had to change the contract to sliders instead of double hung. When they put the windows in I found issues after they left. I called ******** and they sent someone out. He showed up and took windows apart to level them. The issues he did not fix took pictures of. I asked about issues I was having like locking the windows. I had to lock the windows because I had the air on and they would not stay down. I was told that over time springs would relax and the windows would stay shut. also have to push up on the top window and down on the bottom so that i could lock the windows. The wrap around the trim was not glued. The top of one of the sliders the trim was not put on. was also told that the sliders screen could be placed on either side, but there was a gap when the screen was on the left side. On July 15th a man came to the house but had know clue what the issues were so my son was showing him the sliders gap. He said that the screen should have been a full screen not half and that he would replace for free. I got home from work and noticed nothing was done, I called mad city and told them nothing was done and that I got the wrong screens, she said I got what was in the contract. This company has not got back to me. I have not mad a payment yet because of unsatisfactory work . I thought I would be paying $12000 total with interest included but at the end of 10 years it comes out to be $20800. These windows [9} are not worth $12000. This company has no communication with each other.

  

  Business Response

  Date: 07/18/2024

  After the second sales meeting when the contract was changed from 4 window to 9, we sent our measure tech out to get exact measurements. While there for the measure he discovered that 2 of the windows could not be made in the necessary size so we had to send the sales *** back for a change order to change to a style of window that could be made. After the install the homeowner called in saying that some of the windows were not latching and locking correctly. On 7-16 we sent our service tech out to check all of the windows. When he arrived at the home, the homeowner was not there, and the son was the only one home. Our service tech determined that some of the windows were not closed completely causing them to not lock. He made some adjustments and got all of the windows to function correctly. On the contract and also on the change order all windows are marked to have half screens and that is what was installed. The contract was written for $11,950.00 and the homeowner signed loan documents for a 120-month loan at *****% interest. Since receiving this complaint, we have scheduled to have our window manager return to the home to do a full walk through and check the entire job. If he determines there is additional work to be done, we will schedule to get a crew back to correct any issues. 

  Customer Answer

  Date: 07/20/2024

  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.]
  The work that was supposed to be completed was not even looked at that was in the pictures. As far as the half of full screen, I was told that the windows would be able to be opened on both ends. You sold me the wrong screen according to the man who was here, he said that he would replace them free of charge. The windows do not latch easy, you should not have to push top window up and hold while pushing down on the bottom window to lock  This will be the 3rd time that someone is coming to fix problem on 8/01 hopefully something will be fixed 
  Regards,
  
  ***** ********

  

  Business Response

  Date: 07/26/2024

  As stated earlier, we have our window manager scheduled to do a full walk through of all windows installed. He will address any issues and concerns at that time. Any issues that he cannot fix at that time will be scheduled to be fixed with an installer. As for the screens, they were marked and signed for on 5 different documents. We have no obligation to order full screens.

  Customer Answer

  Date: 07/26/2024

  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 will be here for the walk through on aug 1st.  was also here when they came to fix it and pictures were taken instead of being fixed. As far as the screens go The manager that sold them to me flat out lied to me by saying the windows could be opened on either side.The person that you sent here offered to replace them because I was given the wrong ones.  Since the last time you were here I had called around to other window business and asked if I should have to push up on the top window and on the bottom window to get them locked{ otherwise they don"t stay shut} all of them say no. Other things have occurred since then. I hope that someone shows up to resolve the issues the next time. These windows are not worth the money or the hassle, I wish I would have read the reviews.

   

   

   

  the money

  iness
  [Please type your response here.]
  
  Regards,
  
  ***** ********

  Customer Answer

  Date: 08/22/2024

  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.
  
  [Please type your response here.]When Madcity windows came to my house for the walk through Pictures were taken and I showed him some of my concerns. I asked when things would be completed. He told me that he would be back in 2-3 weeks. I asked if I had to be there and he said yes. I told him I would have to have at least a week notice to get the day off, he said no problem. It is over 3 weeks and still have not heard anything.
  
  Regards,
  
  ***** ********

  

  Business Response

  Date: 08/22/2024

  After talking with the manager that did a walk through of the job he determined that we needed to replace some * channel and touch up some caulking. The * channel was ordered and service has been scheduled. We have ordered the 2 full screens for all of the issues on the job. The screens will not be here by the time of the service as they are not something we can source locally and have to be made, but as soon as they arrive we will contact the homeowner and schedule time to come install them.

  Customer Answer

  Date: 08/23/2024

  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.]I hope madcity follows through this time. I would like to keep this claim open just in case.
  
  Regards,
  
  ***** ********

  

  Business Response

  Date: 08/23/2024

  All issues will be corrected at the service appointment, the screens will be installed as soon as we have them

  Customer Answer

  Date: 08/26/2024

  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.]I'm hoping all issues will be corrected. I understood that the screens and other parts would be here, that's why they scheduled that day.
  
  Regards,
  
  ***** ********

  Customer Answer

  Date: 09/19/2024

  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.]As far as the walk through went, they sent someone that did't know what had to be done. He did the * channel. The caulking was done on the front windows,  and he did a very poor job. Caulking was smeared on the trim inches from where it was applied and the whole length of the windows. Pictures where taken of a window that fit lose and was suppose to be fixed but he knew nothing. Still have heard nothing of the screens and have doubts that I will.
  
  Regards,
  
  ***** ********

  

  Business Response

  Date: 09/20/2024

  After reviewing the pictures, some of the corrections made are not up to our standards. We have scheduled a service call with an installer and manager instead of a service technician. They have been instructed to go over the entire job and correct anything that the manager and homeowner deem necessary.  They will be installing the screens at this time. We requested that the homeowner has a complete list of all corrections to be made. 

  Customer Answer

  Date: 09/23/2024

  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.]
  Mad city has set up a visit for Oct 3, I will be here. I don't know how they can review pictures taken before the work was done by their tech and make a comment that it was not up to their standards.
  Regards,
   ***** ********

  

  Business Response

  Date: 09/25/2024

  As stated earlier, we have an install crew scheduled to make all corrections and will have a manager on site. For any future service needs please contact our office directly to ensure a quicker response. 

  Customer Answer

  Date: 09/25/2024

  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.]I will be here on the 3rd of October.
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:07/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 07/18/2024

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

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 07/19/2024

  This prospect has been added to our do not call list

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 07/18/2024

  This prospect has been added to our do not call list

   

• Initial Complaint

  Date:07/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They keep calling me 5-8 times a day from different numbers after telling them I am not interested in their services.

  

  Business Response

  Date: 07/17/2024

  This prospect already asked us to add them to our do not call list and we have done so. They won't receive any calls from Mad City

  Customer Answer

  Date: 07/17/2024

  [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

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It was the end of April 2024, when I had a sales rep. **** to my house on refacing my cabinets. The rep told me that what they would do is put all new hardware on drawers and cabinets and sand the cabinets and paint them the same color as the doors. The price was around $27,000. He told me I could finance and I told him that I had a construction loan and would be paying cash, he said I had a year to decide on either to just pay cash or finance. So, I signed the paper gave him $100 down. They scheduled around the end of May 2024, to do the install. They did the install and not even 2 days later the laminate that they used started coming off, and none of the hardware in the drawers had been replaced, I called them, they came out and looked at it, and I told them I was told they would be painting not using laminate. They said laminate was all they did, that they would have the guy come back and take everything down and redo it. A couple weeks later the guy came back, and said he redone it, but he wasnt even there no more than an hour. About 5 minutes after he left, walked in and seen they looked worse than when he started. Called Mad City again and told them I was done and to just come get what they did do and be done with it. They then told me the contract I had signed was for financing and the contract could not be canceled. I told them I wasnt doing financing I was paying cash. They said it was put through financing and there was nothing they could do. But, they cant give me the company I am supposedly financing through. I have been waiting for around 3 weeks now for the manager to call me and discuss this with me and still havent been able to talk to him. Every time I call hes either not there or in a meeting and they say he will return my call and I have still yet to talk to him. They want to discuss a discount but dont want to discuss the discount until after I let them do it for the third time.

  

  Business Response

  Date: 07/17/2024

  There had been several installation issues with the veneer not properly adhering to the cabinet boxes due to improper prep work by the original installer. This has been discussed in detail with the homeowner that we would be removing all of the veneer, properly prepping all surfaces, and properly installing the veneer material with a different installation crew than the one that had completed the initial install and service. Our Service Manager **** has been in contact with the homeowner throughout the last three weeks while we were getting the materials and game plan together to ensure we had the best solution to fix the installation. In conversation yesterday, she was informed that we are getting the glue materials in this week and would be in contact later this week to schedule the redo of her kitchen. 

  With the installation and service work in progress and per the contract cancellation guidelines, we are unable to cancel the contract and issue a full refund. Per the signed contract and associated sales paperwork, it was agreed upon to have this project financed through one of the finance companies Mad City utilizes. With the initial install not having visible service issues at that time, the project had been closed out and the loan had been funded per standard procedure. As discussed with the homeowner, they can use the construction loan / cash to pay the entire balance of the financed project off once completed.

  Mad City will be in contact with the customer to schedule the remaining service work and discuss the discount for the service-related issues on this project.

  Customer Answer

  Date: 07/17/2024

  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,
  The one thing I dont understand why the sales rep. put this down as financing, when I clearly told him that I would be paying cash? I have a witness that was there the day I talked with the sales rep. and the fact that he also said there would be no laminate used, they would sand the cabinets and paint them the color of the doors I selected.They said it would be a substantial discount, but only said that they were willing to offer a 10% discount. This project is holding me up from being able to finish my kitchen, and start moving in. 
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  Business Response

  Date: 07/17/2024

  This response from the homeowner was submitted prior to our conversation addressing her concerns to date. We have also been in contact again this afternoon to go over the issues spelled out in the response to confirm that we have everything covered. To address the issues listed:
  
  
  The signed contract is checked to be a financed job through Service Finance. The customer Authorization (Lenders/Financing) is also signed to move forward with financing the project instead of paying in cash. The terms of the loan include no interest and no payments for the first 10 months after installation and can be paid off via the cash/construction loans mentioned.
  
  
  Mad City does not offer the service of paint matching cabinets, our work is specifically to reface installing veneer over the existing boxes.
  
  
  We have agreed upon a discount.