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Mad City Windows & Baths complaints

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5020 Voges Road
Madison, WI 53718 | Get Directions

(608) 709-2110

https://www.madcitywindows.com

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Total Amount in Dispute:
$18,000.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to complaints presented to them.

Complaint Closing Statistics

2 complaints against Mad City Windows & Baths closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

2 complaints against Mad City Windows & Baths

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7/10/2022

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

6/24/2022

The people that were supposed to do our bathroom never did some of the things that were agreed on. Now when it got nice out we went to open the bathroom window and can't because of the molding. Now trying to open it for the first time I put my thumb through the pane of glass. Resolution Sought would like to have it repaired.

Company Response

6/27/2022

The customer never contacted Mad City Windows for service. We have no issues looking into what is causing the window to not open. Mad City is not responsible for a broken window that the customer damaged. Putting that much force on a window they should have stopped and contacted us right away. As for the things that were not done per the contract that was signed the customer again has not called in stating there was ever any issue. Customer can contact our service department via Madcitywindows.com website or by calling 855-537-5111 to help resolve the issue.

10/20/2021

RESPONSE: Agreed to make an adjustment Amount in Dispute: $18,000.00 Amount Settled: $0.00

Customer Complaint

9/16/2021

It's been 5 months since I contracted with Mad City to replace 9 windows in my home. Mad City delivered and installed 7 windows of which one was broken and must be replaced and two windows were missing. A couple of months later they delivered and installed the two missing windows; however, the two windows that were then installed were the wrong color and they still have not provided a replacement for the broken window. I now have three windows that are either broken and/or are the wrong color. All three windows have also never be properly finished on the exterior of the my house and the windows have not yet been caulked on the inside of the house. Mad City has not contacted me with any updates or returned my numerous calls for an explanation. I've called several times and left my call back information and they have not followed up once to inform me why this is taking so long or when this might be completed. They did send a new employee named Simon to my house who stopped over took some pictures asked a few questions and never contacted me again. I'm still waiting. Resolution Sought Complete the project or refund my deposit and allow me to use a different company.

Company Response

10/8/2021

Mad City apologizes for the lack of communication. We have all three windows on order but have not received them yet. Our field manager will reach out to the client within 3 business days.

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