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

  7020 Packer Avenue Wausau, WI 54401-9321

  
• 

  Mad City Windows & Baths

  5000 Tremont Ave Building 100 Suite 106 Davenport, IA 52807

  
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  Mad City Windows & Baths

  6805 4th St SW Cedar Rapids, IA 52404

  
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  Mad City Windows & Baths

  2900 SE Enterprise Dr Grimes, IA 50111

  

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:12/02/2023

  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.

  October 6 , signed contract. Remove and Replace shower . Day 1 ,the floor was 5 inch's thick CEMENT with drain . Complete walls were removed and replaced with plywood before the acrylic material walls ,floor and ceiling could be installed . During Day 1 From the room adjacent to the bathroom ,I overhear the installer ( *****) discussing with field supervisor (****) difficulty with demolition of the concrete floor , and discussing issues with drywall . My curiosity peaked I examined the job progress , Damage found : The shower outside wall is parallel to washing machine . behind the washing machine in the rear corner perpendicular to the shower wall is a hole , broken section of drywall ,pieces of drywall and cement dust on the floor .. End of day 1 ***** showed me his progress, I asked about the collateral damage to the wall . To my disappointment he feigned surprise , claims to have not seen the damage 33inches from the front end of the wall he had to work on , ***** left that day committed to his story without cleaning up the thick cement dust covering the bathroom fixtures , appliances , floor and adjacent walkway to bathroom . I outed my dissatisfactions in the Mad City survey -No clean up , worthless shower head pressure ,collateral damage denied as pre existing . (I see the new hole in the wall every day from the toilet in front of the shower and washing machine ,) i received a phone call from Mad city re; survey comments , it was **** , doubling down on the claim the hole was not seen and not discussed with ***** . **** stated he would discuss w manager , asked for pictures , told me how to "fix " shower head . I had not asked for anything because when ***** first denied even seeing the hole i knew it would not help to argue the obvious truth , I just needed the job done , sort it out later . Now that **** has called and no one has called back days later I want Mad city to pay the repairman I will use .

  

  Business Response

  Date: 12/06/2023

  We were out on 11/28 to inspect the damage and created a service ticket to repair the drywall. We called the customer at ******* on **/5 to schedule the repair for service. we will continue to reach out to schedule the repair.

• Initial Complaint

  Date:12/02/2023

  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.

  We had a new bathtub insert done in December of 2020. That project alone took them 5 days to complete. The initial demolition by Mad City of the outer wall of the shower caused damage to the existing drywall and tile that was not supposed to be replaced. Mad City left those holes with no attempt to fix them but rather cut a plastic corner piece to fit around the demolition they were not authorized to do. We had to make several calls to Mad City within the first few months of the install for the hardware not being caulked properly, the storage shelves in the shower being installed upside down and water leaking into our basement below the shower. We also had concerns that the caulk seams between the walls and corners were huge, suggesting that the walls were not cut properly to size. Mad City suggested that they just put up new walls on top of the existing new insert. The caulk that Mad City applied did turn yellow in a short time period. I had submitted a service request for them to come see but we had to contact them several times by phone before we were contacted back. When the tub insert was initially installed, whe had stated to the supervisor **** (from *****) that there was a significant flex in the floor by the floor drain, suggesting there was not enough support in the floor. **** sprayed foam in our basement up into the ceiling near the shower to reinforce. That spot in the tub still has flex to it and has now created stress cracks around the floor drain in the tub. I sent in a service request with pictures on 11/21 and when I didn't hear back after the holiday, we called 11/28 and left a message and have not recieved a response.The amount of money spent and continuously have to circle back to problems on this.

  

  Business Response

  Date: 12/04/2023

  Mad City Windows & Baths will reach out to the customer within 24 hours to address their concerns.

  Thank you,

• Initial Complaint

  Date:12/01/2023

  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 for BR install for walk in shower on 11/13/23.The next day we decided we didnt want to pursue the renovation for variety of reasons. I signed the customers right to cancel and sent it to them by certified mail and they received it by 11/16/23. So they received it within the required time frame. Now the company will not leave us alone. They insist on sending a manager to our house to review the cancellation. We have told them we do not want to meet with them but they set up a date and time to come to our house anyway. The document customers right to cancel does not state anywhere that we are obligated to meet with them after the cancellation. They will not stop harassing us. If it doesnt stop I will need to file a restraining order. Please can you make them stop calling? We wont be here for the appointment they set up and we told them that. It didnt matter, they still insist on coming over.

  

  Business Response

  Date: 12/06/2023

  To Whom It May ****************** contract date is 11/13 and we received the cancellation notice on 11/16.  We followed up once on 11/17 and the customer called back the same day and we scheduled a follow up visit with them. 
  
  She called to advise they had covid and she wouldn't be able to make the appt for the 27th so we called her back (per her vm request) and rescheduled the appt.  She then called back on 12/01 to confirm she had the correct date written down.
  
  We have talked to both ***** and ****. Technically we only contacted them twice.  Once to schedule the follow up and again to reschedule the follow up per her voicemail.

  Regards,

  Mad ****************** Team 

• Initial Complaint

  Date:11/28/2023

  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.

  On 10/3/23 a salesman named **** arrived from Mad City Windows and Baths to discuss a conversion of a large whirlpool tub to a glass walk in shower. We spent more than 2 hours going over the specifications and design. I asked a lot of questions regarding the construction of the new shower. **** seemed knowledgeable and assured me that everything we discussed was an easy thing to accomplish. He had me sign both my name and my spouse's name to the contract.When they arrived on 11/21/23 to do the install the first thing I was told is that we had to lie to the city inspector about the shower head being installed because the *********** city inspector doesn't like the one Mad City sold to me. They cut out my tub and had to reroute my plumbing. I was assured I would be allowed to inspect this prior to the shower pan being installed. Instead they installed the shower pan without allowing me the opportunity to inspect. For reference I was 30 feet away in the living room the entire day.Next I saw them carrying materials upstairs and it seemed like too many pieces foe the design we agreed to and I went upstairs to inspect. The back wall wad supposed to be only 1 piece per the contract and when I went to look there was 1 piece installed and only about half way up the wall. This is also when I realized they had laid down the shower pan without allowing me to inspect the rerouting of the plumbing. I spoke to the installers and they informed me that the material to make the back wall one piece doesn't exist. I stopped them from moving forward with the installation and at that point the installed called his boss, ***, and explained what was going on. They asked me to speak with *** and *** confirmed that the design I had been sold and contracted for does not exist. I said we wouldn't be moving forward with the installation until I spoke with the salesman, ****, who designed and sold me this shower. They are in breach of contract. I want it nullified.

  

  Business Response

  Date: 11/29/2023

  I have had a lengthy conversation with ******** and explained all facets of the install and where we are at. This contract is not being voided as Mad City is not in Breach of contract nor have we done anything improper, unethical or illegal. All references to plumbing installation and commentary to work is false as all plumbing and work completed is has been inspected and approved by the local inspector for the products being contracted. 

  ******** and I are following back no later than Monday Dec 4th.

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

  Customer Answer

  Date: 11/29/2023

  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 

  I did have a lengthy conversation with ***. We did not come to an agreement. During this recorded phone call he admitted that the company was at fault for a few things, did not address some of the concerns we had and simply wanted to complete the installation. His response to the BBB is categorically false and when I would not agree with his he then said that all communication break down was my fault because as he states "you are an unreasonable person". All said after admitting they didn't follow we through on a crucial step that would have voided the contract had they done what they were supposed to, but since they didn't do what they were supposed to now he feels it is a valid contract. I have made him aware of my work schedule and when I am available to talk. My only days off are Sunday the 3rd and Tuesday the 5th.
  
  Regards,
  
  ***********************************

  

  Business Response

  Date: 11/29/2023

  noted. Agree to disagree. as stated prior my only concern is to come to a reasonable resolution and full fill the contract which we are 100% capable of doing.

  I have sent an email with the options that I would agree to.

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

• Initial Complaint

  Date:11/28/2023

  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.

  My shower was installed on November 13th 2023. After the job was done we were told that we couldn't use the show for 24 hours. So on the 14th I and my wife used the shower and we both noticed that the water was staying at the back of the shower and wasn't draining. We also noticed that the floor was soaking wet. I check the shower unit with a level and the shower wasn't level. On the 14th I called and left a message about the issues we are having. The next day I believe we were contacted and a time was scheduled for someone to come out. I think it was the 16th or 17th when some one came out and agreed that the shower was not level and that it would have to be redone. He stated the someone would contact us to set up a time to come out and fix the problem.Well this is the 28th and no one has contacted us yet. I have called several times and left a message and no response. I called on the 27th to the ***** Office and the woman who answered the phone stated that **** was the person I need to talk to but he was in a meeting and when he was done she would have him call us. Still no phone call. So I tried today the 28th to see if I would get lucky and all I got was a message stating no one was there to answer the phone. So I decided to file a complaint. I have had the finance company call me twice to see if everything was ok and I told them that the shower was not right. They are supposed to call me back on the 30th to see if everything is good.I wish I never went with Mad City. I feel very upset about not being taken care of. This is a poor way to treat customers.

  

  Business Response

  Date: 11/29/2023

  We got a call from this homeowner a couple days after install that the shower was out of level, we had a manager go out and check this job. He did determine that the shower is out of level, we have reordered the entire shower and we will redo this once we receive the materials. I talked to the homeowner on ***** to let him know that this job is not up to our standard and we plan to fully redo the job. We put a rush on the materials, as soon as they get to us we will get this job scheduled right away. We have communicated with this customer to assure them that as soon as we receive the new materials we will get there immediately to get the problem fixed. 

  Customer Answer

  Date: 11/29/2023

  [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:11/21/2023

  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.

  Mad City Home Improvement promised me a $50 ******* gift card for a quote to install a shower stall in my bathroom after mailing them the attached photo of their certificate. As of this date on 11-21-2023, I have not received a any gift card either by mail or email.

  

  Business Response

  Date: 12/06/2023

  To whom it may concern, we have sent the gift card. There is a 30 day window by which gift cards are sent. However we expedited the process for this customer. 

• Initial Complaint

  Date:11/13/2023

  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.

  July 20th 2023 we had our free estimate, and demonstration done at our house by a very friendly, well trained salesman. We agreed to have 5 windows on the back side of our house replaced. Next was the measurements guy who came early the following the week. Again, well mannered and professional. We finally got the call early September that our windows were in, and ready to be installed. September 15th was the day of the install. Two installers came, polite and friendly. The install seemingly went smooth. They started work around 9am, and finished up around 5pm. As per policy, they called their field supervisor while I was present to talk about the job. When asked by the field supervisor if we'd done the walk around I responded not yet. He said to do the walk around, if anything comes up that isn't satisfactory to call the local office and we'd be happy to get it resolved. Although it wasn't stated, I could tell the installers were ready to call it a day. I did a quick look, found one piece of trim that needed to be nailed, otherwise a quick look things looked ok. In the coming days I noticed many minor concerns. Areas not caulked, touch up paint not applied, none of the s**** holes plugged, spray foam on back window. I called the local office, stated I wanted a supervisor to come out and look at the work. He came the following week, validated my concerns, took pictures and scheduled a fix. A week ago, 11/7 a guy came to fix the concerns. I was at work, my fiancee was home. In reality, half the concerns were fixed, some weren't addressed at all (touch up paint, spray foam clean up), and now because of the s**** plugs I know at least the bathroom window doesn't open correctly. I haven't tried the others out of fear that I won't able to close them...like the bathroom one I fought with but finally got closed. Gorgeous windows, friendly staff, but I don't appreciate having to call multiple people, set up appts, miss work, and still not have the job done correctly.

  

  Business Response

  Date: 11/14/2023

  We are reaching out to the customer to address his remaining concerns and will get any issues mentioned in the complaint resolved to ensure complete customer satisfaction.

• Initial Complaint

  Date:11/13/2023

  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.

  On July 17, I spent ****** on a walk-in shower at Mad City Windows And Bath. The first installer did an immaculate job but I decided that I wanted a permanent shower curtain pole installed instead of the removable one. The company sent another installer to install the shower curtain pole a few days later but in the process he damaged my entire shower. The Service manager came out to try to buff the scratches out of the shower walls but was unsuccessful, all three showers walls were damaged. I was told that he would only replace one shower wall even though all three were noticeably damaged. The third installer came and replaced one of the walls by simply putting a additional wall over the one that was damaged, not any did this cause the caulk lines to be uneven and sloppy but in the process of reinstalling the shower curtain pole he damaged both walls by forcing the pole to fit by beating on it with a crowbar. When i noticed him creating deep scratches by doing this I asked him why didnt he just cut the pole to the proper size instead of trying to force fit it and recklessly damage my shower he replied by telling me I have a life time warranty and that the scratches would buff out, I then told him that I would inform management about the damage he caused. After completing my shower installation he requested that I sign paperwork and that I step out and let him use the rest room, during this time the installer purposely put about a 7-8 inch slice in my shower wall because the material is a marbling looking material I didnt notice it right away so he left without me bringing it to his attention. The service manger came out to buff the damaged walls but was again unsuccessful and decided to replace the walls by simple putting a additional wall over the two walls that were damaged, this caused a huge gap between the wall under the shower head and the bottom of the wall to be noticeably uneven with sloppy caulk lines. The wall they buffed look worse then it did prior

  

  Business Response

  Date: 11/14/2023

  ******* , Mad City has stood behind our install since completed on July 6th. We have addressed all of your concerns and tried to explain that your expectations on not realistic. Every service we have completed at your home you have come back later, up to 2 months later on a new issue that you have seen that you cannot accept. I had even visited your home, I did this to make sure there wasn't an issue with the communications from my field management and service team. I found that they were inspecting and reporting accurately. I had conversations that the sheen **** in the ceiling was going to be easily polished out. I told you then that the ****s in the large wall (referred to as the Soap wall) were not reasonable. You had red ****er ****s on the walls and even you had to turn on a phone light right up by the area and look from multiple directions to try to find the ****s you has seen prior. Mad City has had 11 service appointments with 6 different individuals to look at and attempt to please you. Your expectation is that this shower will have a buffed or polished mirror reflection, your shower looks great and there isn't a product that will not show sheen ****s with daily use. This has the same factors with the curtain rod. When the rings slide over it there are micro abrasions. That is part of use and is not warranted.  

  
  Your last reference to a sealant / caulk line that you are not accepting was reported on 10/24/23. This was just noticed and the install of that last wall was on 9/27/23. These concerns are not practical and reasonable. You are blowing these out of proportion after taking a month for them to appear to you.
  

  Mad City installed as a free customer satisfaction, a $700 ceiling panel at no charge.
  

  Mad City will not be addressing these issues any further. We will be honoring your double lifetime warranty under the terms it is written. In conversation you asked, if you paid to have this redone what would it cost? 

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

  Customer Answer

  Date: 11/14/2023

  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.
  
  [My concerns and expectations of my shower installation are not unreasonable, is it unreasonable the company expects for my shower to be Installed with some sort damage instead of none. I was even told by the service manager that even though its clearly the installers error that damaged my wall that he tried to buff that I have ti accept it even though I wasnt happy, I was even offered the free ceiling panel in order to compensate for the damage that I respectfully declined. I even offered to pay half or all of the cost to replace the showers walls which is totally ridiculous considering how much I paid . Its not my fault the you had to send out four different installers because every one besides the first one that was  sent out was careless and reckless when installing my shower, one of the installers went as far as cutting a slice in my shower wall in order to prevent being held accountable for the damage he caused and it was replaced on the fact it was a manufacturing defect. As far as waiting two months to report unsatisfactory work is because Im unsatisfied with the latest walls that were installed by your installer alas well as the unsuccessful buffing that was attempted to repair the damaged wall, simply placing a wall over the wall he damaged instead of taking the wall out then replacing it is my issue. There is a huge gap that needs to be filled with caulk in addition , instead of the caulk sealing the edges of the wall it is actually underneath the material causes it to look like there is a huge lump out of proportion with the rest of the wall and the bottom of the shower looks ridiculously uneven, I can even push the wall in a considerable amount of space, it suppose to be solid but its not because there is a huge gap between the wall. I was told that the second installer you sent is no longer employed with the company, its not my fault he damaged my shower walls and a third installer had to be sent out. I was absolutely happy with the first install is work, and it sad that the installer sent after him basically ruins his perfection.
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 11/15/2023

  All of the walls have been replaced and are not marked.

  The technician that was out for the most recent appointment, polished the walls and addressed the sealant / Caulking questions. 

  I have already explained to you that the bottom inch  of the wall has a foam backer instead of the plywood and drywall backer the rest of the system has. This foam is used to make sure if the sealant ever fails that moisture cannot wick up into the backer material. If you push on the bottom of the wall there will be the ability to get the foam to flex. This again is your mis-understanding of the install process that Mad City has created to offer and back the double lifetime warranty. 

  I stand behind the pictures we have of the quality finished shower.

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

  Customer Answer

  Date: 11/15/2023

  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: 11/15/2023

  The reason I am unsatisfied with the installation of my shower is because  instead of cutting out and replacing the shower walls that were damaged by the installer they simply chose to go the lazy route and place a second wall over the first one causing the bottom of the shower to look uneven by a landslide with sloppy caulk lines. Another issues was that they sent someone to buff out scratches on one of the walls that was damaged by a installer and now it actually looks worst then it did prior. The wall now has a huge dull looking area with noticeable swirls in the material. He was originally supposed to buff out scratches but just ended up spending ***** minutes polishing the wall. I told him that I still unhappy with the results and he told that no matter what there would be imperfections. I think its totally unfair and unethical for the company to not take my concerns into consideration and only go by the satisfaction of  the employee who installed the shower although I am the paying customer. The end results of how the shower looks is unacceptable on my behalf but I told that they choose to stand by the pictures they have even though every time they sent someone to repair my shower somehow additional damage occurred, for instance they came to replace one wall and somehow a huge slice ended up appearing on the wall under the shower head ,which is the wall I now have a issue with. My issues is instead of the caulk being along the wall with the wall material being flat of the wall the caulk is underneath the material causing it to look bulged and stick out compared to other portions of the wall. In addition, the bottom of the wall is uneven by a landslide with sloppy caulk lines making it obvious to notice that a second wall was placed over it. This could have all been avoided if the company chose not to go the lazy route by placing a wall over a wall and simply cut out the prior walls that were going to be replaced. 

  

  Business Response

  Date: 11/17/2023

  This is not the lazy route. This is an industry standard repair. The second walls is tight to the first wall which must have had a small tapper to begin with, this tapper is because the framing is not square. The framing was done by the builder not Mad City.  The process to layover a wall is also because the cure time is less and the shower can be used sooner.

  I will call you and discuss the replacement of ********* wall and the conditions I have to do this.

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

  Customer Answer

  Date: 11/17/2023

  [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 if plumbing wall is replaced.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:11/12/2023

  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.

  Date 04/20/2021 Cost $18,524 We were misinformed call the product that we were purchasing they guaranteed that if there was any acts of God or our pets clawed on the patio windows that they would be immediately replaced everything had a lifetime warranty that covered these ***** was her sales rep and gave us his phone number saying that if there were any issues they would come out and fix the issues. We contacted them letting them know that the screen door popped open and there is air leaking through every window that they replaced and they had somebody come out and they refused that it was their problem and said that it had nothing to do with their installment but it had to do with the brand new addition that was added on to our house that they did not insulate it which was a flat out lie. We were also told by ***** that the windows that we were purchasing would no longer allow heat to come in or Escape and that the cats would no longer like to bask in front of the sun because the heat would not transfer through the windows during the summer times nor would it let heat Escape during the winter and our bill has doubled since 2020 after having these new windows replaced. They did nothing but lie and scam to make a sale and everything they told us was a lie and now we are paying on Windows that don't even keep the cold out or the heat in and our bills have reflected that we tried calling multiple times and each time they refuse to take the blame

  

  Business Response

  Date: 11/13/2023

  Customer purchased on 4/20/21 We replaced the patio door and windows in the house with windows inserted into the existing frames as stated on the contract. We cannot control the how the existing frames are sealed or insulated as we do not remove the frames or have any way to insulate them. We do insulate between the frame and then newley installed frames of the windows we install. The patio screen door was replaced on 8/31/2021 due to a bow in the frame and the screen ripped due to the customers dog running through the screen. On 3/25/22 We again went out to check the patio door and add extra weather stripping when ******* around the customer stated the ********************** were fine and had signed off on the service ticket stating so. No refund will be issued we will reach out to the customer and see if any additional service work is needed. 

  Customer Answer

  Date: 11/13/2023

  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.]
  Every The salesperson told us was a lie He said that our windows were old and that they needed to be replaced and that we wouldn't have a draft problem ever again He also stated that the windows would not only keep the heat out but keep the heat in as well as the cold, I would like somebody to come out here personally and take one of the windows out and prove to us that they had actually insulated prior to installing the windows, until then every lie that I was fed by your sales representative will be spread via Internet and coworkers and you will not get business. I want foolproof set up a time to bring somebody out here rip one of these windows out and show me that they properly insulated it before installing the windows. 
  Regards,
  
  ***********************************

  

  Business Response

  Date: 11/14/2023

  We did offer to come out and do an inspection. We can remove the inside trim to show the windows are sealed also can inspect the exterior trim coil and caulk to make sure that also is still intact and showing the exterior trim is sealed to the house and window. Customer did not want to set up a reasonable time during business hours to accomplish this. She wanted us out there 6pm or later. This is not within business hours also it is dark out at that point and to do a proper inspection on the exterior we need adequate lighting. If the customer would like to call us back and set up a time during business hours, we would be more than happy to set up a time to do an inspection with them present. 

• Initial Complaint

  Date:11/08/2023

  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.

  I am a Real Estate agent in the Twin City. A past client of mine called me yesterday after she had someone named ***** out to her home from Mad City to inspect a shower surround in her home.He was extremely pushy and was in her home for almost 3 hours. He told her that her shower surround needed to be replaced and then QUOTED HER $19,000 just for a new tub and surround! (plumbing fixtures not included) When she told him that seemed high he told her if she signed the quote today he would drop the price to $15,000. She ended up saying no to him over a dozen times and he kept pushing. Once he finally realized she was not falling for it he got annoyed and told her she totally wasted his time and costed him $800 just for coming out.This client is an older lady who just lost her husband and this man was TOTALLY trying to take advantage of the situation and needs to be called out for it.I stepped in and got two more quotes that both came in under $3500 for her and someone is now a licensed professional plumbing company is replacing it for $3,2000.This situation is completely unacceptable.

  

  Business Response

  Date: 11/14/2023

  To Whom It May ************************ specialize in the wet area of the Bathroom i.e. the Tub/Shower. This includes tub and surround replacement, tub to shower conversion, or a walk-in tub. There are many different styles, colors, and options to choose from as well as various installation related items that come into play depending on the existing wet space and what the customer is looking to accomplish. This also includes all plumbing and plumbing fixtures, permits, etc. Our pricing is in line with or less than the majority of companies who specialize in this. Our product offerings are evident from our website and explained when the appointment is scheduled. We apologize if this wasn't what the customer was looking for however this is the same process and similar pricing as would any replacement tub/shower contractor whether its tile, acrylic, or fiberglass product. 

  Regards,

  Mad ****************** Team