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

  959 Harmsted Ct Saint Charles, MO 63301-4332

  
• 

  Mad City Windows & Baths

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

  
• 

  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:07/07/2023

  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.

  I had siding installed on my home 5/10/19 was the day I signed the contract.i had another company that came out and gave me a better price that included sofit and fascia.mad city wanted ****** just for the siding so I wanted out of the contract they came a week later and re wrote a new contract that included the sofits and fascia after I showed them a copy of a estimate from the other company the gave me a quote of ****** for everything siding sofits and fascia.mad city agreed to do it for ****** including a lifetime warranty on the work they were gonna do which would transfer to the next buyer if I were to sell the house.i put ***** dollars down on the job and agreed to pay 10,00p after the job was done.they dropped off the material about a week later to start the project a couple days later.that didn't happen it was weeks after they dropped off the material before the project began leaving the material in my front yard for weeks.after the install the north side of the house had a leak happen threw the siding which damaged my kitchen ceiling.they did come and fix the problem but didn't fix my ceiling that almost caved in from the water that came into the kitchen which the ceiling of the kitchen is still not fixed.i also noticed some warped siding also on the north side of the house which I called and they tried to fix but did not fix it was a temporary fix and the siding was still warped they said I would bend back after time which it did not.this year 7/6/2023 I noticed the fascia was coming apart that you can see in the pictures I uploaded.i called mad city windows again to address that problem and also the siding problem that I've had since the install.after talking to mad city about the siding threw via email they said the siding warping was caused by my neighbors window reflecting sunlight that was melting the siding without even coming to look at it.i told them the material is not melting which you can see in the pictures I uploaded it warped and was like that when they put it on.they refuse to fix the siding but said would fix the fascia.afyer talking via email which I also have the whole conversation they blocked my emails and still have not fixed the problem.the siding fascia and my ceiling.

  

  Business Response

  Date: 07/11/2023

  ****, I have review your concerns and there are a few misunderstandings here. 

  1st. I have attached the service order that was done when the technician did the roof / siding connection repair. there was nothing noted as needing additional repair. There are no notes or requests for a ceiling repair. If this is still needed, let us know and we will repair it or reimburse you for any receipts of repair to the ceiling.

  2nd. we will replace the siding as a one time satisfaction, what my service manager was trying to explain is that it will happen again because this is thermal distortion cause by the reflection of sunlight off of a reflective surface such as an adjacent house window, or vehicle.  This distortion is hit or miss as it is happens by the present angle of the sun and what is reflecting the light just like starting a fire with a magnifying glass. The siding is not made with stand that high of heat. Your warranty is for workmanship and product defect. this is neither and that is why we will only do this as a one time curtesy. 

  3rd. we went to repair the fascia on 7/7/23 and could not complete it because of electrical wires in the way of the ladder setup. this was rescheduled for 2 technicians to repair from on top of the roof edge on 7/14/23.

  4th. We would never block an email and have not done that. You must have created a typo that is causing email to be rejected. The only other reason would be if our spyware has flagged you for some reason.

  To avoid any further email issues I will email you directly now and follow up with a call to further discuss your concerns.

   

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

  Mad City Windows

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

• Initial Complaint

  Date:07/06/2023

  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.

  Company calls every day at all hours. Its is becoming harassment.

  

  Business Response

  Date: 07/10/2023

  We had no requests for this customer to put their number on DNC until 7/7/23. As of this date they have been placed on the do not call list. 

• Initial Complaint

  Date:07/03/2023

  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 did an in home quote with *** out of the ************** Everything he said, we were okay with, signed up for new windows. Installation day comes, Window for master was not what he said it was going to be at all had we known this was the window we wouldnt have gotten it. the screen was not either, its s half screen instead if a full One of the windows in the master had a hole in the frame, cracked handle, a majority of the screens do not properly fit the windows, there fore we arent able to use them without bugs coming in the home.

  

  Business Response

  Date: 07/04/2023

  Mad city  contacted this customer before this report. Installation was per contract. Service has been scheduled and will be completed when product arrives. 

  Customer Answer

  Date: 07/04/2023

  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.]

  The company has not contacted me except one time to schedule rescreening. No one has returned my 15 plus phone calls INCLUDING the sales person. Another lie from Mad City. 

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

  

  Business Response

  Date: 07/11/2023

  Mad City contacted the customer after the install and scheduled service for the screen and frame. Service to be completed tomorrow, 7/12/23. I spoke to ***************** this morning and explained that the issue with ******* had been escalated and ******* has been talked to. Customer requested a full screen for one window that came with a half screen. Mad City agreed to provide a full screen. 

• Initial Complaint

  Date:07/03/2023

  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.

  On 4/13/23 we requested an estimate for a kitchen remodeling job. They sent a sales associate and he gave us a ridiculous estimate for the remodeling work. We also researched the company and found many critical complaints online. We declined the work and yet they persisted on calling, emailing and texting. Ive blocked their email and phone numbers and now they persist on calling using masked phone numbers with no ID. There have been multiple calls from various levels of people and today 7/3/23 we received yet another masked phone call and voicemail from the president of the company. Weve informed them we are not interested but they persist on contacting us. Im tired of being pestered by this company!! This stalking is one of many complaints from other consumers!! They need to stop!!! No means NO!!

  

  Business Response

  Date: 07/04/2023

  We will remove the customer from *********** list. We have no record of them requesting us not to call them. 

• Initial Complaint

  Date:06/20/2023

  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.

  Transaction: 2/7/23 Job MC16306CR Sales Rep ******************************** Owner ***************************** VP ********************* ************ Manager *********************** Field Manager ****. Original purchase date assured of window installation within 4-6 weeks. Promised brick molding, frames, and windows with trim would be professionally installed and replaced with new windows cleanup. 15 phone calls we made to find out the reasons for the delays. We finally received a call back from *********************** after 2 months, he stated there was a manufacturer delay and we were expecting them the 1st of May. Explained we had other contractors building and doing siding. He apologized. I requested a discount for the delays and poor customer service. Late May-still nothing and no follow up. May 31 windows installed. Horrible caulking/painting issues, coils bent, brick molds not revealing right, and a extremely crooked window. **** arrived to collect money because company wasn't going to make repairs until paid for rest of job first. We paid 8k down, I refused until job done right. Another visit, windows cleaned up but now brick mold and reveal altered to camoflauge crooked window and they ripped off siding other contractors installed. Now that siding is also crooked to account for the crooked window that now has an excessive sill slant they say they will not correct the window. Still requesting a discount and a higher management contact. *********************** refused, saying discounts not given for installation or service issues and delivery dates are their fault. Sent me a letter of intent to place a lien on our property if 30 days. **** placed prior to letter sent even. Extremely unhappy and feel like this company was very unethical, made a mockery of our home, lied to us outright, and cheated us. Called again today and was told to call VP ********************* and he denies crooked window, states payment due when service is complete, agrees it is not complete, nothing scheduled yet. Re-directed to local office for follow up.

  

  Business Response

  Date: 06/21/2023

  Mad city has been in contact with the homeowner on multiple occasions. Mad City in no way told the homeowner that her windows would be installed in 4-6 weeks. After the initial consult with the homeowner we then had to change her order at her request which delayed us receiving her product. Mad City has installed per our contract. The homeowner claims there is a crooked window. Mad City has inspected said window and has pictures that our window was installed level and plumb. We have inspected all work performed at her home, We have addressed the issues and are trying to schedule service to replace two window wraps. The homeowner has the direct phone number to reach the Vice President of Installations. She knows if she has any additional concerns she can contact him directly. 

  Customer Answer

  Date: 06/21/2023

  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.
  

  There has been no correspondence tion the window is still crooked, we also have pictures. Mad City destroyed many plants, ripped off new siding installed by other contractor, discarded on ground and left It there, which we paid other contractor to install. MAd City's own paperwork says the number of weeks significantly less than over 4 months. WE did not change our oder and have cameras in and outside of our home. Furthermore I have a copy of all communications including visual voicemail, saved voicemail, text communications and phone call logs. There still has not been a correction to the installation issues that were kot completed even to industry standards. The picture of ********* and level used were taken from an angle and not seated correctly to capture the angle of the window installed. Even the lien on our property within their own  ommunications (written) is contradictory at best, and is in fact in error. THE work is not done and the date of thebposting of the lien is far prior to work completiona nd notice of intent as well.Lastly, the personal phone number has not proven to be reliable as ********** THE **** PRESIDENT ****** he cannot hear the messages clearly and the transcript is inconsistent and unreliable.
   
  
  Regards,
  
  ****** And *********************************

  

  Business Response

  Date: 06/27/2023

  Mad City continues to reach out to the customer in an attempt to resolve these issues. The customer continually does not respond to text messages, phones calls or emails.

  In regards to the Lien. The customer own picture shows that we filed with the States of **** a commencement of work and then notified the customer of the intent to Lien. Mad City has not yet file the Lien.

  The customer has stated that there was never a change order. I have provide the change order that was signed on 2/21/2023 by the homeowner. The change order states that we are changing Living Room window to a DHP window, and changing the color of the coil from White to Royal brown. 

  I have also uploaded a clearer picture of the contract. Nowhere on the contract does it indicate that we will install the windows in 4-6  weeks. I would like to point out that both homeowners are on the contract and that both homeowners signed the contract. 

  I uploaded the measure for this job. On it you will find 1. The homeowners request for the window and the coil to be changed. 2. The boxes with brickmold were not checked off. 

  Lastly I have uploaded the Project Completion Form and *********** Agreement Form. The Project Completion Form not only has the customer signature stating the job was done, it also has positive review left by the homeowner. The Service and Completion Agreement is also signed and as you can see, it was marked with no service needed. 

   

   

• Initial Complaint

  Date:06/11/2023

  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 were contacted by Mad City during a door to door canvassing. For a free estimate. On 11-29-2022 ******************* came to our house to give us an estimate to reface our cabinets along with adding a cabinet. I felt he was Very Pushy and Manipulative in his sales presentation. Saying how everything they use is Made in ******* of Top Quality along with there workmanship. I was very skeptical of his price quote of ******. But went along with it because of his pitch of the Top Quality product. After we signed the finance papers with Green **** *** says oh by the way I should have told you before, that once you sign with this finance company. they do not allow you to back out of the deal. So we felt stuck. *** of 2023 we contacted Mad City to try and back out of the deal as we felt uneasy with the project. We were told someone would call. Never heard back. Install was scheduled for 3- ****th 6 of the 16 cabinet doors were scratched. Laminate had gaps along inside corners, was creased, had bubbles so it didnt seal to cabinets. Gaps along the cabinet by wall were un caulked. New countertops were not level nor sealed. Dishwasher wasnt mounted correctly Opening to tight for dishwasher. Ended up having to buy a new one to fit correctly. Garbage caddy is Very cheaply made Lazy ***** is plastic and everything falls off shelf as the door hinges hit when turned. Easy shut doors do not work as should. One cabinet door didnt match others with recess design. 4-13-14th Came back to fix some of the above problems. Didnt have 1 cabinet door or drawer face. Redid laminate left black magic marker all down side of cabinet. Counter top is better but still not level. **** Brought last door and drawer face. Installed door unleveled. Had to ask him to redo it before he left. The Quality of Materials Mad City uses is Extremely Poor along with the workmanship!Definitely not worth ****** for what we received!!!would like at least a $5,000 discount/refund.

  

  Business Response

  Date: 06/12/2023

  We have offered to address all of the customers concerns. We have responded to each time they have brought up something that they were unhappy with and, replaced at no cost to them. We have installed the job per contract and offered a small discount for the inconvenience of the service items that had manufacturing defects that resulted in return visits. A last and final discount was offered which they refused.

  Customer Answer

  Date: 06/13/2023

  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.
  
  Some issues were addressed but not all  Per Contract- Install was to be completed in 5 days.  With all the repairs we are at 7.  We were to get easy shut drawers.  They do not shut easy.  We told Mad City from the time they were installed.  There response was that over time they would become easier to shut.  That is not what we paid for or Acceptable.  If there were obvious Manufacturing Defects in the materials, Why were they installed anyway??  We are Very Unhappy with the quality of products and workmanship that Mad City claimed to have.  Such as the easy shut drawers, flimsy garbage caddy, plastic lazy *****.  We have lost wages with them having to come back 3 times to fix issues.  We do not want them back to our home to fix even more issues that we have found.  That is why we are asking for a $5000 price adjustment to make up for the POOR quality of products and workmanship we received from Mad City.  

   

  [Please type your response here.]
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 06/16/2023

  We do apologize for the issues and still offer to come take a look at the issues they are claiming. The customer is refusing to let us inspect so without that we can not try to resolve any issue if there are any. We have not had any other complaint stating they have issues with the soft close glides so it is possible there is an issue with them or possible that it is customer perception that they are not satisfied with. When it comes to the defects in the product we receive the product wrapped from the manufacture and to avoid any accidental damage from storage and transporting to the jobsite we leave it wrapped up. We unfortunately don't see the defects until on the jobsite. There was a final discount offered which the customer refused. We will not offer a $5000.00 discount. 

  Customer Answer

  Date: 06/20/2023

  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.
  There have been 2 inspections done already on this project.  *** was out to our home on March 21st and April 13th.  We expressed to him ********** the issues and concerns we had with the project.  Along with anyone else we were able to talk with along the way.  
  Defects in the laminate & un level trim   Scratches to inside of cabinet doors    Very Low quality garbage caddy and lazy *****   Easy shut doors that do not shut easy   Yes the Cabinet doors and laminate issues were addressed, the rest have not   I have already had to take extra days off of work for the above issues & have no time left to take.   to have them come back out to inspect again then redo there mistakes   You claim you leave the product wrapped until installation   Thats a great idea   But why then do your workers still install the defective parts?  Were you hoping we didnt notice or complain?? 

  [Please type your response here.]
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:06/07/2023

  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.

  6/5/23 $15000 shower replacement. The sales lady tells me that they will do everything including finishing the wall they had to create for shower. The measurements guy ****** 2 days later that the back side of said wall is extra to have the shower finish put on it but they will have it paint ready. On day of installation the installer was going to leave back side of wall open with no sheet rock. I voiced my opinion and sheet rock was put up very sloppily. Not paint ready by any means. Reached out to them and they responded with it's customers job to mud and fill in the gaps everywhere. With the help of a knowledgeable friend we have started to finish the project that Mad city was contracted to do. Very disappointed in the sales practices of this company. I was told the $15000 was a set price that covered EVERYTHING, it did not and I am stuck spending more money on supplies to finish their job. He didn't even have the screws all the way in on the wall.

  

  Business Response

  Date: 06/07/2023

  Mad City has reached out to the customer to resolve the oversight on who was responsible for drywall finishes.

  We offered to take care of the drywall work but were not given the opportunity, as customer already made arrangements to have the work completed by someone else.

  Mad City, in good faith, has offered to cover the cost of the drywall work and customer has accepted the resolution.

   

• Initial Complaint

  Date:06/05/2023

  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.

  I answered an ad on tv. A sales rep came to my home. I was given an estimate and told work would begin in 6 to 8 weeks. Its now 22 weeks later, job is incomplete.

  

  Business Response

  Date: 06/06/2023

  Mad City has been working diligently with **************** on her countertop project.

  She had a custom size and custom design countertop that required templates to manufacture.

  The original design did not come as spec'd by the manufacturer and had to be remade.

  Unfortunately, with custom orders, there are extended lead times for turn around.

  **************** new and correct countertops were installed back on 5/4.

  We contacted **************** yesterday and booked her final service work for Thursday 6/8 to complete sheetrock repair where the old backsplash was removed and to replace one drawer.

   

  Customer Answer

  Date: 06/06/2023

  [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:06/03/2023

  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.

  First they won't give a estimate without both parties there. The do this to pressure a decision . We spent almost $20,000 on windows that people are now paying a lot less . Scam

  

  Business Response

  Date: 06/05/2023

  To Whom It May ************************ do ask that all homeowners are present for the in home consultation as this is a very common and recommended practice within the home improvement industry, many companies request that all homeowners are present. The reason being is that there are many colors, styles, and options available and it benefits all parties to be present for the appointment. 

  Regards,

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

• Initial Complaint

  Date:06/02/2023

  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.

  Back in 2021 I had a new shower installed. Since then, one shower door wouldn't stay shut. Now, last week the problem started again. I just want the problem fixed so that it won't happen again.Thank you.

  

  Business Response

  Date: 06/06/2023

  Mad City installed the shower for **************** in 2021.

  Our last correspondence with her was in July of 2022.

  **************** has not reached out to Mad City since then with any requests for service work.

  Mad City will reach out to the customer and process a warranty service claim.