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.

close

Find a Location

Mad City Windows & Baths has 25 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Mad City Windows & Baths

  5020 Voges Rd Madison, WI 53718-6928

  
• 

  Mad City Windows & Baths

  2340 Holly Rd Neenah, WI 54956-1010

  
• 

  Mad City Windows & Baths

  2726 Larson St La Crosse, WI 54603-1828

  
• 

  Mad City Windows & Baths

  959 Harmsted Ct Saint Charles, MO 63301-4332

  
• 

  Mad City Windows & Baths

  2745 Whitehall Park Dr Ste 600 Charlotte, NC 28273-4649

  

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: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 

• Initial Complaint

  Date:11/07/2023

  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.

  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,
  
  ***************************

  

  Business Response

  Date: 11/08/2023

  Operations Manager has called Home Owner twice to address issues and come to a resolution. Awaiting a return call from Home Owner. 

• Initial Complaint

  Date:11/01/2023

  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.

  Purchase date May09, 2023 Mad City Agent ***** ************ install date June 28, 2023. Installer advised me he had never done this type of door before so had to continually call other employees for advise. Was told not to use the shower for 48 hours. We went out of town and did not use the shower for two weeks.I noticed that the black rubber seal was hanging off the door area and that the floor was very slippery. I called and they had an employee come out on August 2. He painted a non-slip coating on the floor and found that the first employee never screwed down the rubber seals properly. He told us that he thought Mad City should always use the coating as he has done many showers with this.We noticed the end of August that we had mold growing on the caulking in the shower. We also noticed that the black rubber strip looked as though it had been sliced in an area. We also noticed that their had been water dripping in our downstairs shower (right below the shower that Mad City just put in). ***** stated that he would send out someone to fix the mold and a plumber to look at leakage. I believe on September 27, Mad city sent out someone to fix the mold (cut out old caulking and replace with new through the bottom areas of the shower). They did not have the rubber strip to replace the torn one. They did NOT send a plumber.A few weeks later they sent a plumber (after many calls back and forth). The plumber came out and stated that he couldn't see anything since all had been re-sealed with the new caulking.As it stands right now: still haven't received the correct rubber strip to replace the original torn one. We still don't know if we will get this leak again. Our floor is slippery AGAIN! We are starting to have black mold again on the caulking of the shower. We were told from the beginning we would not get mold as they use a specific product that prevents mold. Mad City also advertises that their products prevent slippery floors.

  

  Business Response

  Date: 11/02/2023

  Mad City has reached out to the customer and has booked a service appointment to address their concerns on Monday 11/6.

• Initial Complaint

  Date:10/27/2023

  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.

  [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. Provided the actions agreed upon take place. 
  
  Regards,
  
  *****************************
  

  

  Business Response

  Date: 10/30/2023

  The complaint has been received and we have contacted the customer. A resolution has been agreed upon. 

• Initial Complaint

  Date:10/25/2023

  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.

  On 10/24/2023 approximately 4:30pm a canvasser from Mad City Windows on 11th street and 10th avenue ****** ** about 68 tall, thin, about ***** years old and face pigment issue wearing a navy polo with Mad City logo proceeded to cuss my husband out and calling him an a****** when he was asked to leave the property. When asked a second time and told the incident would be reported the canvasser then threatened with fighting. Unacceptable behavior of a person knocking doors attempting to set appointments for the sales staff to sell windows and siding. ********* refused to give name or show any permit for door to door canvassing. My husband called company direct and left message for sales manager to call regarding the employee and received no call from the company.

  

  Business Response

  Date: 10/28/2023

  To whom it may concern,

  Thank you for bringing this to our attention, we will investigate the situation and reach back out with our findings. 
  

  Regards,

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

• Initial Complaint

  Date:10/22/2023

  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.

  [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,
  
  *******************************
  

  

  Business Response

  Date: 10/30/2023

  We did attempt to call the customer on 10/25, left a voicemail for her to return our call with our resolution to her punch list of thigs needing addressed. *** returned our call to the Service manager, but it was not seen. We spoke with her this morning, going over the list, We will: 1.) Repair any caulking/putty that needs addressed. 2.) Adjust and secure any drawer front that needs addressed. 3.) Switch vinyl trim (on straight run, not curve) with wood trim, (customer knows that curver section will remain, and not guaranteed to completely match, she was acceptable to this) 4.) scribe LH side of sink countertop and shift to wall if possible. 5.) Replace refrigerator. *** seemed pleased with this resolution and was very acceptable.

• Initial Complaint

  Date:10/19/2023

  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.

  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.
  
  

  The counters sold to me by the salesperson, were not what I received.  I was told they would be seamless.  I did sign off on the edge style with the measurement guy, who also noted that I was expecting  seamless counters.  

  The pictures of the gaps in the countertops were taken prior to a backsplash being installed, because Mad City NEVER installed a backsplash.  I ordered counters with no backsplash, as noted in my contract.  They did leave uncut and uninstalled backsplash pieces that I didnt order on top of the counters to conceal the gaps from my wife.  The counter gap pictures were taken after Mad City completed the job.  Nobody from the business has been to my house since those pics were taken.

  There is no misinterpretation on the counter that doesnt go to the edge of the counter.  It simply is not long enough to go to the edge of the counter.  It is not buried behind the stove.  It is next to the stove and very visible.

  The cabinets were damaged by sanding.  The pictures clearly show semi-circle sanding ***** in the cabinets caused by an orbital sander.  I dont currently have, nor have I ever placed contact paper or foam liners in my cabinets.

  Although they deny knowing about these issues, I have brought them to their attention in the past.  I have included the log of the 5 minute call I had with the construction manager on 10/17 expressing these issues.  Ive also included screenshots of the text messages and pictures that he asked me to send him so that he could forward them to the operations manager.

  I understand that dust happens when sanding, but nothing was done to mitigate the dust.  Nothing in my house, including my appliances, was protected at all.  This was pointed out to the field manager who said that they had stuff to protect the appliances, and that they should have been used.  Yes they should have.  Once you get dust in the vents of the microwave, it is next to impossible to get it out.

  None of my comments or photos were misleading.  Installer ****** offered to sand the lips of the cabinets as he agreed that it looked bad to have three different colors on the cabinets.  At no time did anyone express that they did all they could without altering the cabinet dimensions.  Sanding the paint off the top is not altering the dimensions at all.  The real reason they did not finish is because ****** left the job on day 4 due to health issues and didnt return.  Nobody else finished the job he started.

  The delays were not a product of me.  I notified the installers of the issue as soon as the counters showed up.  I asked the field manager numerous times to speak with someone who could make a decision, as he stated he didnt have the authority.  It took until mid day on day 4 before I was allowed to talk to anyone else.  That is where the delay happened.

  I have never actually refused to pay for the counters.  Before install, I asked to not accept them.  I also asked for compensation for them.  I rejected the compensation amount that was offered.  The only other thing I ever refused was to sign a form saying that the job was completed satisfactorily.  I was threatened with a lien on my home, but never said I wouldnt pay.

  I do not appreciate a company that doesnt follow through on their promises.  I expect a job to be done properly, and not half assed.  I expect poor quality issues to be corrected instead of hearing excuses, lies, and cover ****  Very disappointing experience.

  
  Regards,
  
  *********************************

  e was almost fired for trying to talk to one once. Asked multiple times to speak with someone for days before finally getting a call from Asst *** Mgr *** on day 4. *** questioned my integrity, talked over me, and told me I have buyers remorse. Offered $750. Counter material alone is $2500 per *** plus labor. After install, I have huge gaps between the counter and walls. One doesnt go to edge of cabinet. 3 cabinets were damaged by sanding. They decided to sand some cabinet lips bare, some partially bare, and some left all paint still on. Mismatched and terrible looking. Appliances were not protected and caked in sawdust. Still have sawdust in my 1 week old microwave weeks after job completion. May have to replace. Installers explained that their allotted hours to complete jobs has been reduced, causing workmanship to suffer. Just spoke with Mgr after many request. Only wanted to hear about counter issue, not the rest. Stated job is completed per contract.

  

  Business Response

  Date: 10/30/2023

  Mad City sells and installs laminate countertops, similar to what the customer already had in their home. There is no possible way for laminate countertops to be 100% seamless. While we sell laminate counters, the customer is not required to purchase them from us. What was ordered and signed for by the customer has been installed per contract. Further, the customer signed off on edging to be applied to the countertops, as seen in the attached document.  
  
  Additional concerns outlined by the customer:
  The customer states, that after install, they have huge gaps between the counter and walls. The photo showing a gap was taken by the customer prior to final installation of the backsplash. The gap is not seen after install.
  The customer claimed one of the counters does not go to the edge of cabinet. We do not apply edging to the countertop where the counter butts against the stove. This can be misinterpreted as the countertop being short. The countertop is also buried behind the stove and is not visible.
  The customer claims three cabinets were damaged by sanding. Based on the photos, this damage would not have been caused by the installation team. The photos show bubbling on the interior of the cabinets which is indictive of contact paper or foam liners installed by customer prior to installation. At no point during or after installation, or during any call with the customer, was this damage brought to our attention.
  The customer claims their appliances are covered in dust. All cabinets are sanded before applying the new laminate finish. While we do our best to mitigate the dust, it is unavoidable and a biproduct of the installation process. However, we do a full cleaning after installation.
  
  Some of the comments and photos are misleading. The customer highlights the look of the interior edging (styles) of the cabinets.We do not install laminate or resurface the interior portions of the styles.Because of all the complaints made by the customer, we did try to accommodate their request and sanded what could. Again, this is not a part of our installation process. If we attempted to sand more than we did, we would run the risk of altering the cabinet dimensions, thus throwing off the preordered door measurements.
  
  At no point during the installation process did we call our installers and state they were taking too much time. While there were significant delays not normally seen during an install, these were contributed to the customer. However, we allowed our installers to take as much time as they needed to complete the work.
  
  The customer had multiple conversations from every level of management from Field, Operations, and ********************** During the final conversation, the customer only brought up their refusal to pay for the countertops.
  
  At this time, we have supplied more than what was contract. Outside corners on the entire kitchen were supplied and installed, a new garbage disposal was supplied and installed, and where we could, all interior portions of the cabinet styles were sanded. We have gone up and beyond to accommodate this customer. 

  

  Business Response

  Date: 11/02/2023

  We have come to an agreement with the customer. 

  Customer Answer

  Date: 11/03/2023

  [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:10/18/2023

  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.

  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 see the attached picture.  They did come out again and both sides were cut to fit completely correct. Awful on what I had to do to get them out. Each metal side even with the other and with the glass.  Would never hire this company again. . Definitely not!  Terrible how they installed the door differently twice.  They advertise ************** shower.  Special order is a bunch of ****.  Over all calls,  time, pictures , contacting shower door company.  I am not the one who is wrong here.  Saw another picture of an install they did.  These metal pieces come long and should be cut to fit.  Never saw any shower door looks so crappy.  Also a big problem is there continuous demand to be paid that the job is complete. 

  
  Regards,
  
  ***********************

  

  Business Response

  Date: 10/30/2023

  Door was installed per manufacture instructions. We do not control how they cut their parts and pieces. As of 10-19-23 We have caulked and adjusted door as much as possible. We will reach out again to see if there is still an issue with the caulk on the door.