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:03/20/2024

  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.

  On 3/20 I received a call from an Indian call center... I spoke to 2 reps who asked if I was the home owner and confirmed my zipcode... They then transfered me to someone who claimed to work for Mad City. They hung up on me or the call disco'd after I started asking questions about the company

  

  Business Response

  Date: 03/21/2024

  To Whom It May ********************* will reach out to the customer to address their concerns.

  Regards,

  Mad ****************** Team 

• Initial Complaint

  Date:03/20/2024

  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.

  Horrible experience. Installed shower that leaked into basement leaving standing water. Tried calling emergency line and took 4 hours for callback. I will give it to them. They came out the next morning to access the damage. But we had to clean up most of the damage water to prevent it from spreading. Thy identified the problem which was poor installation of piping that somehow passed inspection. Made a bunch of promises to replace basement flooring and ceiling. Told to pick out new flooring and get a quote. Spent a day looking and putting together quote. Spent a few more days of calling people to figure this out and finally agree on a day for flooring. No follow up call. *** shows up on the day within the 4 hour window and guess what. Its the same guy that installed our shower that leaked. Also the quote we spent a day on getting, we called the store and they never picked it up. Same flooring we picked out. Not sure where they got it or why I spent a day off of work and went through the trouble of doing the leg work for them. ******** replaced and then told he sprayed. The ceiling and left. No follow up call from manager or director. A 1 day installation turned into a 3 week ordeal. When I called to complain they just talked over me and saying I was wrong and that their notes on the work say otherwise. Very unprofessional and cold shouldered to my complaint of how it was handled. I would not recommend. Their presentation claims they strive on customer service. I have experienced otherwise. Way too pricy for this kind I treatment. Stay away!!! I would give no stars if it were an option Paid ********* for 1 day project that ultimately took 3 weeks. During sales pitch bragged to me about their customer service and why they are #1 and a complete lack of follow up. We did most of the reaching out calling many different numbers before callbacks. Never a call from a Supervisor about our overall satisfaction after fixes were made.

  

  Business Response

  Date: 03/21/2024

  Mad City has been trying to resolve ********************** concerns from the moment we received a warranty call.

  We received a call on 3/6 that there was a leak.

  Our Field Manager and Plumber were out the same day within 2 hours of the call.

  They fixed the leak and addressed the damage to the ceiling and flooring in the room below and promised we would fix it.

  We asked that the ********* select new flooring per their preference and Mad City purchased it from the vendor they selected.

  We coordinated with ******************* via text message to get back out on a Saturday to accommodate their work schedule.

  Service was performed and completed on 3/16.

  - The ceiling was tested for moisture, using a moisture meter, and was found to be completely dry. (Customer was shown this prior to us moving forward)

  - We applied a mold and mildew primer to the ceiling.

  - Flooring was installed and a spare box was left with the customer.

  Customer signed off on the service ticket that all work was completed.

  Start to finish all issues were handled within 10 days.

   

  When ****************** called in asking for a discount in addition to the repair work, I informed him I would be happy to offer a $100 gift card as a courtesy towards customer satisfaction but that we wouldn't be applying a discount. 

  Mad City has completed all warranty obligations.

   

• Initial Complaint

  Date:03/14/2024

  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.

  Made appointment they did not show up. When I called they found this to be appropriate behavior Took day off work for this

  

  Business Response

  Date: 03/19/2024

  To Whom It May ***************** will reach out to the customer today. 

  Regards,

  Mad ****************** Team 

• Initial Complaint

  Date:03/14/2024

  Type:Order 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.

  On 2/16/24 we met with ******************* of Mad City ************* to have him assess our windows and give an estimate for any that needed replacement. He told us he would not sell us windows we don't need, and proceeded to confirm all our windows are original to the home and could use replacement. Suggested half now, and convinced us to sign a contract (10 windows, $16,572 with $100 down installed in 8-12 weeks) saying his price was only good that day, and that if we were going to think about canceling during the cool-off period, then we were wasting his time. We trusted him even though we had not intended signing a contract that day, and let the 3 day window pass. Later felt we had been coerced, so I called on 3/6/24 to inquire about a number of concerns, including whether windows had actually been ordered from supplier yet, and how to cancel contract. ************ verbally told me windows had been ordered but did not provide a date or other evidence of order, and emailed the next day with a cancellation fee of $8,450, but refused to substantiate this arbitrary amount with any supporting documentation. On 3/8/24 we learned that half of our windows had indeed been replaced at some point (not original to home like ***** said) and are still under warranty with that manufacturer. Also learned that two panes in master BR had lost gas and should be first priority to replace, yet ***** failed to inform us saying those panes could wait, and sold us 10 other windows instead. We feel he exploited our trust and misled us greatly with false assessment of actual condition. 3/11/24 I verbally and in writing told Job to cancel our contract and that we would not be paying the $8,450 fee. 3/13/24 Job emailed that our windows were ordered on 2/22/24 (first mention of an actual date of order, now provided AFTER I requested cancellation), and stated our windows would be installed next week (a greatly accelerated timeline, likely to force us to continue with ************************

  

  Business Response

  Date: 03/19/2024

  We had a sales appointment with this customer on February *********, salesman was *******************.

  At the time of the Sales appointment the customers decided to move forward with the purchase of 4 windows.

  The customer signed a binding contract for the purchase and install of the 4 windows, the contract amount is $16,572, customer also put down a deposit of $100.00 for the project.

  Customer also signed a ***** Notice of Cancellation on 2/16/2024, with the understanding that they had until 2/19/2024 to cancel the project without penalty or obligation.

  On 2/22/2024, the order for the 4- windows and supplies needed were placed, with an ETA of 4-6 weeks for the windows.  

  On 3/4/2024 we received all supplies needed for the job besides the windows, window ETA is 3/20/2024

  On 3/6/2024 we received a call from ***** stating that she would like all paperwork related to her project to be provided to her. At that time, we advised her on the warranty, advised her on the cancellation process and advised her that our company is licensed and insured, we also let her know that it was too late to cancel her window/supplies order due to it already being on order as of 2/22/2024, we agreed to provide her the above requested information via e-mail, we provided ***** with all warranty paperwork, and proof of insurance, ***** requested a dollar amount of what it would take to cancel at this point, we advised that we would need to figure out what the cancellation $ amount would be and get back to her.

  On 3/7/2024 We provided her with a dollar amount of what it would take in order to cancel her project at that date, the amount was $8,450.00 and advised her it would need to be paid up front and her windows/supplies would also need to be picked up from our local shop.

  On 3/11/2024 ***** called into mad city again and reiterated the fact that she wanted to cancel the project, without paying the cancellation fee, we advised her that once again this was not possible, ***** then followed up with an e-mail;

  See Below:

  "Job,
  Thanks for talking with me today. As a follow up to our conversation, I wanted to be clear that I would still like you to let me know which SoftLite Window line is the equivalent of the ****** branded window that you sold to us.
  Also, I just wanted to put in writing that as of today, we are canceling our contract with Mad City. Please note that I have asked you to subsequently cancel any order for the windows to prevent Mad City incurring additional costs for this project. You have not provided me with documentation of the date our windows were ordered from SoftLite, only told me verbally that they have been ordered; so if there is a way you can cancel or simply not submit that order at this point, please do so. Also, due to the way we were treated by ******************* in our sales meeting (use of high-pressure sales tactics and shaming) and his neglect to accurately represent the true condition of our windows when we explicitly asked for his professional assessment (1. he led us to believe all our windows are original to the home and needed replacement, suggesting we do half now and half later, when in fact about half of them had been replaced at some point and still fall under warranty with that manufacturer, and 2. he told us that two panes in Master BR "could wait", yet we now know they were indeed the panes that actually had lost gas and needed replacement - as a window specialist, this is exactly the type of thing I was expecting him to assess for us, yet he ignored it and told us it was not pressing), and due to Mad City's refusal to share a breakdown of actual material costs used to calculate the cancellation fee of $8,450, which you claim is proprietary information, we will be refusing to pay anything over the $100 down payment we already submitted.
  I will await a revised contract or other documentation stating we are released from the existing contract. If you require anything further from us at this point, we will refer you to our legal counsel. We will also be reporting this incident to the **** Attorney General, the Better Business Bureau, and posting our difficulties with Mad City on ****** Reviews, Nextdoor, and any other social media or home improvement sites that we can.
  
  I do wish to thank you, Job, for your responsiveness and care to address my concerns so far.
  
  Thank you,
  *****"

  On 3/13/2024 we responded back to ***** with the information requested regarding the windows specifics, we also reiterated that we are unable to cancel her project without cancellation payment, since the windows and supplies have already been ordered and we have an ETA of 3/20/2024.

  Customer Answer

  Date: 03/28/2024

  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.
  
  Mad City has not sufficiently addressed my concerns yet.  They have only stated the facts and dates of our interactions, ignoring the reason for my complaint.  I will require they acknowledge my concerns and work with us to remedy the situation.  
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 03/28/2024

  In regard to ***** concern with our Sales Manager ********************** gave his honest opinion and assessment and the best of his knowledge of the windows on their home. 
  To Saras point, ***** mentioned he would not sell them windows they did not need, and when asked which windows he would replace if it were him, he replied with his opinion and to the best of his knowledge and agreed to sell 4 windows at that time and the rest could wait until they are ready to replace the remaining ones. 
  Note:  the signed contract is for 4-windows not 10 as stated by *****.
  
  
  ***** had no way of knowing that the windows still had a warranty, nor did he have knowledge of whether the windows were original to the home, he gave his opinion and assessment without ill intentions.
  
  
  We gave the customers 3-days to cancel without any penalty, this timeframe lapsed by 16 days before the customer attempted to cancel.
  
  
  We have offered a cancellation dollar amount to the customer, and they rejected this option and insist on breaking the binding contract, cancellation is still possible if the cancellation dollar amount is paid to Mad City.
  
  
  Product arrived on 3/20/2024 and we have been attempting to schedule with the customer, we have attempted to contact the customer on the following days/times and have not received a call back, or answer;
  
  
  03/20/2024 10:07AM
  03/20/2024 10:14AM
  03/21/2024 7:59AM
  03/22/2024 8:26AM
  03/25/2024 8:02AM
  03/26/2024 8:04AM
  03/27/2024 8:03AM
  Letter sent - 03/28/2024 8:13AM
  
  

  Customer Answer

  Date: 04/05/2024

  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.
  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:03/09/2024

  Type:Order 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.

  The salesman misrepresented the warranty and we signed the contract agreement based on fraudulent information provided by the salesman.

  

  Business Response

  Date: 03/11/2024

  There has been no misrepresentation of warranty or contract. We will continue to work with the customer in addressing the two minor service items they have requested. Otherwise, the contract has been fulfilled to its fullest. All other requests made by the customer are beyond the scope of work they signed for. 

• Initial Complaint

  Date:03/07/2024

  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 ordered a new walk-in tub with jets that was supposed to be finished by June 2023. It costs $30,000 for the tub. When they were looking at putting it in, the sales person said the water pipes weren&#**;t big enough and they need to be replaced. When they designed the blueprints, he said the same thing. When they installed it, they did not change the pipes. They told me that I would need a bigger water heater. They tried it with my original water heater. That was not big enough. They replaced it with a 50 gallon water heater. That was still not enough. They install another, smaller water heater. It still does not fill up fast enough, because the pipes coming in are too small. It was only supposed to take 10 minutes to fill, but it takes ***** minutes to fill. I am still not able to use my tub. I have tried to work with them. They are not taking responsibility for the tub not working right. They sold me tub that I am not able to use, because the water pipe coming into the house is too small. They shouldn&#**;t have even sold me this tub if they couldn&#**;t fulfill the product needs. When they sell the tub, they said anything that needs to be replaced will be replaced. They did not.

  

  Business Response

  Date: 03/12/2024

  The replacement of the main water line and all of the plumbing in the entire house was never a part of our scope of work. This work is not listed on the signed contract or any of our other signed documents. Mad City does not replace the main water line or replace whole house plumbing on any of our installations and we would not have agreed to it for this project. Mad City ties into the existing water lines and drain lines with the plumbing needed for the new systems being installed. We have gone above and beyond with this homeowner in every way possible. When it was discovered that the original water heater was older and would not work for the walk in, we installed a new one at no additional cost. Once it was discovered that the new 50-gallon water heater would not be large enough, we installed a second unit in line to ensure that there was more than adequate hot water. We have worked with this homeowner diligently to address any issues they have had with the installation and hot water issues. Mad City will not be replacing all plumbing in the home or replacing the main water line into the home. We have completed all work per contract.

  Customer Answer

  Date: 03/18/2024

  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 do not accept their offer,I want tub fixed so I can use it,I paid too much money for the tub for it not to work properly.
  Regards,
  
  *********************

• Initial Complaint

  Date:03/04/2024

  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.

  doors frosted in between the glass of the doors, indicating the seal is broken and this was on both sides as we have two sets of doors. On the on side the door also frosted totally up. There are pictures of all. It is important to note they had to come out a total of five times. First the doors that were the sliders were in upside down. The track on side was put in wrong. The one outside of the door was cut with a knife when they opened the cardboard that contained it. They sent the wrong handles.

  

  Business Response

  Date: 03/11/2024

  *****,

  I have reviewed the notes in your file. I understand your frustration, we are as frustrated as you  with the service concerns. I see in your statement that you state there are 5 service visits. That would be the initial install along with the volley of service inspections and service completions. I see in our notes that our service manager had responded to you on 2/23 that your parts would be shipping this week on 3/12. I expect to receive these materials on 3/13. we will be contacting you to schedule your service or to notify you of any delays on the parts arrival.

  Thank you,

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

  Madison Production Manager.

• Initial Complaint

  Date:03/03/2024

  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.

  Window installation was 2 months past the original date. Company installed the windows uneven and crooked. Also damaged numerous pieces of siding and window jams. They left foam on the screens, did very poor caulk work, and didnt even remove the stickers from the windows. Contacted them about the issue, they sent out a ******* and I did not hear back for months. Called again and they did not have a record that anyone was out there and sent out another *******. They finally sent someone to repair the windows august 1st. They look better however are still canted and offset. Was told it would be too much work to get them flush. I now have been left with gutters filled with J channel , j channel in my driveway and siding missing with no wrap in place to prevent water damage. Been a month and I have not had any contact from the company regarding the siding.They came out eventually and took siding from the back of my house to fix the broken siding. They said they had siding that match, however it did not match and I had a big blotch of unmatched siding on the back of the house. I spent over 20k residing my house and asked for reimbursement. *****, a rep with the company, said on October 29th I would be partially reimbursed, she said it wouldnt be the full amount but would make it right and get back to me. I did not hear from hear again after multiple attempts via email / call until 2/20/24. She stated that repairs were completed to satisfaction and she would send a $300 check for the hassle. I responded by asking what changed since October. No response. My windows still wont close.

  

  Business Response

  Date: 03/04/2024

  Mad City will reach out to customer to discuss resolution within 24 hours.

• Initial Complaint

  Date:03/01/2024

  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.

  In **********, deposit was made last year 2023 to the tune of ******. Scheduled for February installation of front windows and master bath. It is the First of March, and since windows were miss measured, by Mad City work crew months previously, we are living in a construction zone. One window didn't fit and the ones the got installed were not correct. Ply wood is in front window still, Master bath was mismeasured, and we still don't have the bath completed or functional. No bath and no window after a month But they asked for the remaining 20K (approximately) upon half completion. Not what we signed up for in any way. No customer service !!!!!! Nasty phone receptionists .Workers were polite and courteous and they understood we were appalled that nothing had been ordered or cut correctly! Upon leaving they requested a check to bring the outstanding balance to 0. I realize that must be "company policy, , but seriously?????? One month has passed now, with little communication and NO attempt to keep we, the customers, happy. NO quality control exists!!! Do not get suckered or swindled by this franchise in **********.

  

  Business Response

  Date: 03/01/2024

  Good afternoon,

  After reviewing your complaint and going through our system, I do not see your name listed for any project associated with **********. 
  

  Thank you, 

  Mad City Management 

• Initial Complaint

  Date:02/25/2024

  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.

  Work performed from ****** ** office, but complaints to that office have not been very productive,. 10/19/23 - Contracted to pay $13,669.00 to replace walk-in shower. 10/27/23 - Site inspection. Told either that day or shortly after that removal of old shower and installation of new shower would take 2 days. 12/4/23 - Demolition began. 12/5/23-2/2/24 - Shower installed and faulty installation caused multiple repairs and re-installation of some shower panels. Delays caused by improper management (I had to complain and fill in as field manager), Complained multiple times over phone and twice in writing and then had to threaten to contact home office. 2/2/24 - Door installed, faulty installation of shower panel caused a bulge causing installer to shim and adjust door ********/2/24 - Shower door frame damaged, floor tile damaged, large gap on floor unsealed.2/19/24 - Mad City reported complete to finance company and I was informed my next payment due 3/14/24.

  

  Business Response

  Date: 03/01/2024

  To Whom It May ***************** will reach out to the customer today to address their concerns.

  Regards,

  Mad ****************** Team 

  Customer Answer

  Date: 03/01/2024

  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 have been contacted on 2/29/24 by **** from ******** ****** **, he scheduled a time to complete the repairs to the floor tiles and door frame damaged during their installation.  However, no mention has been made about an adjustment to the charge (the Field Manager said to me on 2 occasions that he was recommending an adjustment to the charge).  The shower door is not perpendicular and leans in: although the drywall was removed to the studs and replaced with sheets of plywood, the door frame appeared to fit perpendicularly for the lower 2 feet then needed to be shimmed. The re-installer who replaced the other poorly installed shower panels (who was also the demolition/installer of the drywall/plywood) did not know why there was a bulge in the wall, but the shower door "snapped into place" when shims were used  (I assume the fixed side light in the shower door had to be adjusted).  The bottom door frame appears shortened and bowed and the upper door frame appears to fit properly.  Since I have not been able to use the shower fully for 2 months, I do not know what other problems this will cause.  
  
  Attached: shower door lean full view,upper view, lower view upper frame offset from shims
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 03/04/2024

  We have been in contact with ****************, and went over any issues remaining. We were already scheduled to remedy all issues on Tuesday 3-12-24, as per ******************** Request. 

  Customer Answer

  Date: 03/08/2024

  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.
  
  This complaint is to the Corporate office.  All my dealings with the local office have resulted in delays, improper installations and mis-information from the local office.  I am in the third month of installations and I fear the completion will be extended longer or not done and no adjustment to the cost will be made to compensate for their inappropriate actions.  I am tired of the local offices lip service and I have already contacted corporate twice without a response.
  
  I have been contacted on 3/4/24 by **** from ******** ****** **.  He verified problems, said there is a problem with repairing tile they damaged (either problem getting resources that might cause delay or there will be an inability to repair), and after I brought it up, **** said any discussion of an adjustment to the charge will wait till all problems resolved (which I assume will be never, because I will become so frustrated with Mad City that I will not use the warranty, but will contact outside contractors to fix their and Mad Citys problems).  Because of what he said and the attitudes I perceived coming at me during this entire project, I assumed this meant this would be delayed and never resolved.  I said this quick 2 day install has expanded to over 2 months and because of all the problems and my frustrations have caused problems with my blood pressure (the intended next date of repair was delayed because of a conflict with my Doctor *********** to check on the results of changes to my blood pressure medication), which resulted in **** showing little concern.
  
  My frustrations have increased because I have had to spend too much time managing this project since I wont pay a lot of money for poor work.  Back on 12/8/23, 12/9/23, 12/26/23, 12/27/23 (and although it isnt recorded in my log, I recall talking to both **** and **** between 12/6/23 and 12/12/23 and they both asked me to pause while they were taking notes) both **** and **** said they would send a manager to inspect all the work done by ****** on 12/5/23 when the shower was installed.  On 12/29/23 *** inspected the problems I complained about and said he was going to suggest a price adjustment.  On 2/2/24 that **** encountered another problem created during the 12/5/23 install (a shower panel was not plumb with the new plywood panel that was installed to the studs on 12/4/23) causing **** to install a work-around (shortening the bottom shower door frame and side light and adding shims to allow the side frame to be vertical), then *** asked if I would prefer to have the door and shower panel replaced, but the additional ***** days this would cause was not acceptable to me.  *** again said he was working on a price adjustment.  I was told that ******* performance issues were known before they sent him unsupervised and did not have his work reviewed or respond to my complaints in a timely manner (customer satisfaction seems a low priority). I have complained to the ****** and ******* offices and the ** BBB and I am questioning your business intent, because I feel Mad City is more concerned with their bottom line than providing a quality product and good service.
  
  I hope that all my problems are not related to me being retired and having a well maintained older classic home (although the bath was remodelled and has drywall, copper pipes, and PVC waste pipes to the sewer).
  
  On 12/4/23 the installers tried to turn off the water at the main house shutoff and were unsuccessful at reducing the flow significantly then shortly after that I was contacted by the local water department because the automatic reader the water department installed stopped working and I had to pay for a replacement automatic reader.  At this time the water department repairman noted the water shutoff was still almost entirely closed.  2 months later I had my water heater replaced and the plumber used the main house shutoff to reduce the water flow to a small trickle.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 03/11/2024

  We were Scheduled for service for minor repairs on 3/12.  ***** sent pictures of a new complaint in, that has halted the repairs to the shower door, showing that the door is mounted out of plumb. since this is mounted out of plumb, we will be going to the appointment to verify that this is out of spec, and taking material count of what needs replaced to make this right.