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

  5020 Voges Rd Madison, WI 53718-6928

  
• 

  Mad City Windows & Baths

  17044 W Victor Rd New Berlin, WI 53151-4137

  
• 

  Mad City Windows & Baths

  18900 W 158th St Olathe, KS 66062-8027

  
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  Mad City Windows & Baths

  8800 N Industrial Rd Peoria, IL 61615-1508

  
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  Mad City Windows & Baths

  8817 S 117th St La Vista, NE 68128-5567

  

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:05/31/2025

  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 not a customer, NOR do I ever want to beI have asked Mad City to delete my info after excessive calls and texts, up to 30+ some days. Ive blocked every single number, my number is listed on the do not call registry, and again, I requested for my info to be deleted over a month ago. This is ridiculous. I want nothing to do with your company EVER.

  

  Business Response

  Date: 06/02/2025

  Mad city will add this prospect to our do not call list.

• Initial Complaint

  Date:05/31/2025

  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.

  I contacted Mad City Windows and Baths after the large flood that occurred on August 20, 2018 resulted in flooding pushing my grill all the way across my deck and into my window, which has been broken since.After about a week my wife was told by ****** that my situation didn't trigger the full "Double lifetime ANYTHING happens to it we come out and replace the window for free" warranty. And it would cost $110 to have my window remade and replaced. Which i didn't really understand how my situation didn't trigger the full warranty. But My wife told them we would pay the $110 to have it replaced. The window was supposed to be ready in a week or 2 and we were supposed to receive a call to set up installation by the end of September 2018.When we didn't receive a call by mid October I called the direct line for ****** and left a message. I tried again the next week, after no response, but the number no longer ********** I started calling the general number, hoping to be bounced to service, on my days off, weekly. Either no one picked up or the line dropped after a few minutes of ringing until late August 2021, and when they "transferred me to service" after hearing my complaint, the line dropped immediately after they were off the line. So I continued my routine until early September 2024. Which was the next time someone picked up when I called.They sent an email to service and bounced me to the service voicemail. So I left a message and got someone out.They ignored the cause of the original damage and told me that it was damaged by the heat off of a grill being used too close to ***** grill was unusable after the incident that caused this issue, and i didnt replace it until the week they came out and looked at the window. Never really used it. I had JUST finished building it when they got there to inspect. Now they want $2000 to replace the window. A resolution that doesn't leave me suffering for all this HORRIBLY RANCID "CUSTOMER SERVICE" is requested.

  

  Business Response

  Date: 06/02/2025

  ****, The explanation that ***** had relayed to your wife in 2018 was that the Double lifetime warranty does not apply to Rainstorms, Windstorms, or Fire. These issues are referred to as "acts of god" these are items you would contact your homeowners insurance for. The sash that your wife said she would pay for from the windstorm was received we were unable to reach you to install this and we over the last 6 years have disposed of the sash. this costed us the $110 and eventually went into the trash at our expense.  I have attached the warranty for your window and highlighted section 7 where this is an act of God. ***** who was here fer several years had left the company but her number should have been the same number that was transferred to the replacement service manager.

  You contacted us last September about the sash again, when we went and serviced your patio door under warranty and reviewed the window in question we saw the fire damage to the window that was done by your household. This fire damage distorted the entire frame and it is no longer possible to replace the sash as it will not go into the distorted frame. It is because of this damage that you have done the window is no covered under warranty but the patio door wear and tear was covered.

  This is the same as if you buy a car and it is warrantied. if the engine breaks it is covered if you hit a tree it is covered by insurance not the car manufacture. 

  This is why you were given an estimate of the replacement cost it is your choice to pay for it or turn it into the insurance company.

  If you would like to discuss this over the phone please feel free to contact me directly.

  I have attached the warranty and a photo of the window damage for reference.

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

  Mad City Windows and Baths

  Madison Operations Manager

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

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

  Customer Answer

  Date: 06/02/2025

  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.
  
  [When i called and talked to your service manager last September, he didnt see any notes about the conversations we had with Hannah.  And said you would make your own assessment on arrival.  Now there are notes?  And we somehow were unreachable, even though we 6 years worth of attempts every time i had a day off?

  Also, you completely revamped your communication system several months after this began, which is why the numbers stopped working.

  I have an app on my phone that saves call attempts from numbers.  If you had "reached out" in any way, I would be able to tell you when it occurred.  But I see nothing from any known numbers from your business.

  I only recently purchased a grill, and the pilot on my fireplace went out in 2013 and I haven't seen a need to get it back up and running since then as it has no Blower, so its simply a esthetic.  What melted the sash?  I asked a contractor.  Apparently a busted window can reflect light back towards the sash/sill and heat it up causing the issue you failed to care enough to explain, or talk to me over the phone ( I received a text) about when you said you were closing the service. 

  So, to recap:  you made no attempts to call me after we said we would pay the $110 for installation.  And the amount of time it has taken to so far not reach a satisfactory conclusion to this issue, has allowed additional damage to be done to my home.  

  I reject the idea that you think this could be a satisfactory outcome for anyone.   ]
  
  Regards,
  
  **** *****

  Customer Answer

  Date: 06/03/2025

  [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 unsatisfactory to me.   

  However, I spoke to a sales Manager yesterday and came to an amicable resolution where the damage (almost the EXACT type of damage used as an example of things covered during the original sales pitch; he used Tornado damage as an example, then did not point out the part about the weather) was going to get taken care of.  As well as all the spreading damage to the siding around it, due to the light being reflected and magnified by the broken glass.

  THIS was satisfactory to me.

  Regards,
  
  **** *****

  
  

• Initial Complaint

  Date:05/27/2025

  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.

  Since day one of the project there were issues. Boxes were not ordered which I was told would be. Contractor was questioning in about what was supposed to be done. End of day 4. The ****** kitchen looks like I completed the work. Cover is already peeling. ***** is still leaking after two people fixed it from their company. Screws are still being found and I have small children. A dull blade was used to cut the wood leaving horrible cuts, the chalking isnt even good (air bubbles and overdone in some and not enough in others. Mad city makes it uncomfortable to say anything as they want a signature right away- I am a female alone with small children and dont feel comfortable with denying signature until I can fully inspect. The cabinet doors had not even arrived to be installed. All drawers without the wraps have split wood where the handles were drilled. Nothing was covered nor cleaned up. Some drawers are already needing replaced because the measurements are way off. When I asked for him to drill the dishwasher back in place he lied to me and said he did- he did not. The higher up came and left with a whole list of fixes needed. I had a leaking faucet from the first day of completion. I have a lawyer on retainer and expect the company to right this wrong by adjusting the overly inflated cost with the service that I have received. Thank you for ruining the first kitchen remodel Ive ever had.

  

  Business Response

  Date: 05/27/2025

  We have made contact with the homeowner to discuss This complaint and also discussed what is needed to correct the job, we have also been in contact with the homeowner regarding the issues she has explained, *********** manager was at her home last week and got a Punch list together, we have been waiting for a couple of final parts to show up before we can get everything corrected, we set up an appointment for June 5th and 6th to correct said items after which we will be discussing final details with the homeowner. 

• Initial Complaint

  Date:05/23/2025

  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.

  We contracted this company for a bathtub remodel, which included installing a new tub, removing a soffit, and replacing the shower walls. Our primary concern stems from the misleading information provided by the sales representative to secure the sale. We specifically discussed our need for a bathtub with increased interior space to comfortably accommodate two adults showering together and two small children during baths. Our decision to proceed with this company was based solely on the assurance that these requirements would be met.We selected a 34-inch tub, an increase from our existing 26-inch width, based on the verbal representation that we would gain an additional 8 inches of interior width. However, the installed bathtub, while technically 34 inches wide, features altered proportions. This discrepancy resulted in an actual gain of only 2 inches of interior width, contrary to what was discussed, and a loss of approximately 4 inches in length.Had we been accurately informed and understood that the sales representative's claims were misleading and would not deliver our desired outcome, we would not have chosen this company. We are currently paying approximately $19,000 for a product that does not meet our needs or the promised specifications

  

  Business Response

  Date: 05/24/2025

  Installed what was signed for on contract and during measure documents. During site inspection Homeowner brought up concern of interior bowl size. It was explained that the existing cast iron was custom a not available or what they had signed for on the contract. However we offered a $2500 price reduction for customer satisfaction which was accepted and signed for on a change order. 

• Initial Complaint

  Date:05/14/2025

  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.

  A Mad City *** came to house on 10/22 to give info and an estimate on a shower unit. With pressure, I signed a contract. $15,000.00 price with no break down of payments, materials, labor etc. The *** saw the water damage and mold that my bathroom had and we discussed that I would have to ***lace the ceiling before the unit was installed. Took off the day 10/28 for the walk through. At 10:30 that morning I received a VM that he had to cancel. Rescheduled walk through for 11/11. I was advised at that time by the employee to remove the ceiling and have a new one installed before the shower unit should be installed. My contractors demoed the ceiling (12/3 start) and found water damage and rotten/bug infested beams. For the next month, I reached out to the *** letting him know of the findings and that it I could not/would not be able to have unit installed until the ceiling was ***aired. He said he would let the scheduling department know. But he never did - no notes in my file that they had. He also "threatened" me with getting MC lawyer involved if I did not schedule immediately. I had to contact the *******, contractors, etc. Couldn't get anyone to do work over holidays. Unfortunately, I received MANY calls, texts, emails daily to schedule and finally was told I would be receiving an additional "storage fee" (I offered to pick up/store it at my home) if I did not schedule before the end of January. 1/30-31 I took 2 more days off for install, was left with no water on one day. Work not complete. Returned with different PM and laborers 3 more times - didn't have correct materials/tools/parts. Had to have other family members take time off from work to be at house - workers didn't show until afternoon. Worked with 3 different PM (at least 1 that was let go after that job) and numerous laborers (at least 1 that was fired soon after). Been in contact with management since February who has taken this to review board. They are offering 1/10 of cost- $1,500.

  

  Business Response

  Date: 05/15/2025

  Mrs. ******,

  I have reached out and left a voicemail to discuss the issues, please reach out to me at ************ when you have some time so we can get this issue settled. 

   

  Thank you,

  Customer Answer

  Date: 05/16/2025

  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: 05/27/2025

  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 not received an equitable settlement from *******. I reached out to them and was told they would request again from the review board. That was one week ago. 

  
  

  
  Regards,
  
  *** ******

  

  Business Response

  Date: 05/27/2025

  ***, 

   

  Please reach out to me at ************ to discuss any issues pertaining to this. We will be happy handle any issues.

   

   

  Thank you much,

• Initial Complaint

  Date:05/14/2025

  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.

  They installed a new shower with tub. They left the wall panels four or more inch wider than the tub. This did not leave enough room for the 18 sink vanity. That is the smallest vanity you can buy. They also had to come out and fix the tub which took several calls. They also installed the wrong color of tub. (White not gray: the tub surround is gray.). They have held up the finishing of the bathroom for over 1 month so far. The last time a *** was out, we were told they would do something about it and that they would get back to us. We havent heard back from them. They do not answer our phone calls or return calls. All the while we dont have a working bathroom. Court is our next stop. We will wait until the financing company sues us and the interplead Mad City as a third party responsible for this situation.

  

  Business Response

  Date: 05/15/2025

  When we installed this shower there was nothing in the bathroom (picture attached). There was missing subfloor and drywall, no toilet, and no vanity. The wall panels are not 4 or more inches past the tub (picture attached). The minimum that the walls can be past the tub is 1.5" to ensure a watertight system. As far as the color of the tub, the tub we installed is grey. The lighting can affect the appearance between a vertical wall and horizontal tub. Attached is a picture showing the tub and wall in the same light and they are the same color, also attached is the receiving list showing that the tub is grey. This bath is installed to contract, and the walls must be installed with a leg past the tub to ensure that it is watertight. This bath was installed 7-25-24 and the first time the homeowner reached out about issues with the bath was on 2-6-25. We have had 3 different people out to address issues and confirm that everything is installed correctly. 

• Initial Complaint

  Date:05/13/2025

  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 were quoted a cost to resurface kitchen cabinets - guaranteed for 1 year. We agreed with the stipulation that installation would not occur until Fall of 2025 as we would be having out of town guests and we would be traveling during the summer and did not want the kitchen in disarray during that time. Company is demanding we install immediately.

  

  Business Response

  Date: 05/14/2025

  Mad City has pushed the scheduled date for this kitchen install until 9/15/25-9/19/25 at the homeowners request. There has been no push for immediate install after accommodating the time period provided by the homeowner that works for them to have the install completed. 

• Initial Complaint

  Date:05/12/2025

  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.

  This business will not stop calling me!! I put my number in their online form to get a quote and specifically told them to just EMAIL me a price range. Since then I'm getting 5 calls a day from DIFFERENT numbers!!! Is that illegal? They want to make sure I can't block them I guess but I obviously would NEVER do business with someone who is harassing me.

  

  Business Response

  Date: 05/13/2025

  Mad City will add this prospect to our do not call list

• Initial Complaint

  Date:05/12/2025

  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 saw an ad about shower remodel. I was looking just for an email quote or online pricing. You had to provide a phone number to get quote. Instead they keep calling. I must have received over 50 calls coming from different phone numbers. Im still getting them even though I keep blocking the numbers. I dont want to talk to anyone, I just wanted info over the internet, and their ad made it seem like thats all they would provide, not these nonstop calls. This is a misleading and intrusive way to advertise, and I can only,y conclude that this company cares more about money than meeting customer expectations.

  

  Business Response

  Date: 05/13/2025

  Mad City will add this prospect to our do not call list. 

• Initial Complaint

  Date:05/09/2025

  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.

  Submitted request online for info about shower install, said I wasn't ready now looking for info for future. Wanted info via email. Company immediately started blowing up my phone with calls repeatedly. Didn't matter if you block the numbers, they just keep using new numbers. Nevermind now, just leave me alone!

  

  Business Response

  Date: 05/13/2025

  Mad City will add this prospect to our do not call list

  Customer Answer

  Date: 05/13/2025

  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 is continuing to call my phone repeatedly... just received another call after reviewing this proposal to put me on the do not call list. 
  
  Regards,
  
  ***** ****

  

  Business Response

  Date: 05/13/2025

  Our message said we "will" add the prospect to the do not call list. It did not say we "have" added. 

   

  To recap, mad city will add the prospect to our do not call list. It will take a day or two for the system to respond to manual inputs and updates.