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 has 25 locations, listed below.

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  Mad City Windows & Baths

  5020 Voges Rd Madison, WI 53718-6928

  
• 

  Mad City Windows & Baths

  7020 Packer Avenue Wausau, WI 54401-9321

  
• 

  Mad City Windows & Baths

  5000 Tremont Ave Ste 106 Davenport, IA 52807-1017

  
• 

  Mad City Windows & Baths

  2621 Fairview Ave N # 600 Saint Paul, MN 55113-2616

  
• 

  Mad City Windows & Baths

  18900 W 158th St Olathe, KS 66062-8027

  

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:06/01/2023

  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.

  Starting May 25th, I have been getting repeated phone call and text messages from this business for "*****." I've blocked the phone numbers and text messages and they keep coming from different phone #s. I've spoken to 2 different people at this business telling them to take my # of their list and yet they continue and I am ready to go to the police for this constant harassing.

  

  Business Response

  Date: 06/12/2023

  To Whom it May ************************ have removed this customer from *********** list. 

  Regards,

  Mad ****************** Team 

• Initial Complaint

  Date:06/01/2023

  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.

  I purchased a shower from Mad City on 3/31/2022. It was installed in 7/22. After spending over 10K on an expensive shower, they sent out a brand new tech to install my shower. He ruined the tile on my floor and took off a baseboard. I called Mad City and they sent out another tech to put down a runner to cover my tile and he tried to fix the baseboard, it is still not fully attached to the wall. Last month a part broke and our shower doors were hanging, my husband had to tape it down until someone could finally come. Today, the shower wand broke from the hose and Mad City needs to order a whole new hose and shower wand piece and it will take **** days for it to come in. This is the only shower in my home. The rep scheduling the repair told me they are down to two techs and that I can put a shower head on myself in the meantime. We bought the shower from Mad City because we trusted their reviews and we don't have the expertise to put on a shower head that they want me to buy. I posted a negative review on ****** and commented on some of their posts and they blocked me from posting on their ******** account. If one is going to spend this much money, I would expect premium results, especially not telling me to buy a showerhead and ruining my floor.

  

  Business Response

  Date: 06/02/2023

  We have received the complaint and contacted the customer. The service has been rescheduled for today. 

  Customer Answer

  Date: 06/07/2023

  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: 06/09/2023

  The issue with my bathroom floor and baseboard has not been addressed.   I also got a semi apology from the service manager last Friday.  No one above him has bothered to reach out to me. 

  

  Business Response

  Date: 06/12/2023

  We have received the complaint and working with the customer towards resolution. The last service request was completed by supplying the customer with an upgraded showerhead. Customer does not like what was supplied. We have offered to supply one matching her original order. The customer also stated we caused damage to her floor during the initial install from last year. We have offered to perform an inspection and repair as part of their warranty. 

• Initial Complaint

  Date:05/31/2023

  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 5 windows installed last fall by MadCity Windows on the second floor of the house. In one of the windows I have a costly air conditioner since it is almost unliveable during the summer heat .Last week I attempted to reinstall the ** in one of the new windows. It will not fit since the new windows have a "lip" that holds in the screen. The opening is ****" and the ** is 19" .I called Mad City and asked if they could do something to allow the use of the ** . The man on the Phone rudely said NO. He said get a new ** that fits! I said that is an expense that was not expected. I asked why they had not allowed for the size of the ** when making the measurements? No reply. I would like copensated for a new ** but he was vague about that possibility.

  

  Business Response

  Date: 06/02/2023

  I will call you to discuss what we can do to help with this.

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

  Mad City Windows and Baths

  Production Manager

• Initial Complaint

  Date:05/30/2023

  Type:Order 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 have received 98 phone calls from this company in three weeks. I have repeatedly asked them to stop and they continue to harass me at home and at work. I will never hire them due to the disrespectful behavior.

  

  Business Response

  Date: 05/31/2023

  To Whom It May ************************ will remove the customer from *********** list however we have no record of any interaction with them stating to not call them. According to the records, we never actually spoke with them. 

  Regards,

  Mad ****************** Team 

  Customer Answer

  Date: 05/31/2023

  [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. 
  

  I did in fact speak with ****, and have contacted you on your chat which you never responded to.

  I have been contacted again today and I expect that will be the last time I am harassed by him.

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

  
  

• Initial Complaint

  Date:05/16/2023

  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 my bathroom redone by Mad City Bath. The contractors did not remove/ replace mold that was located inside exterior wall. After visual inspection and pictures of said area, I offered to go purchase new insulation before new vinyl was installed. The contractors stated everything would be fine after they spray it with mold resistant spray. I contacted Mad City Bath, and stated my compliant to them. I also sent pictures to them for reference. Their response to me was the insulation was not moldy, but it was dirty. So I asked them, regardless if the insulation was dirty or moldy why didnt the contractors replace insulation behind the wall. I told them I am paying an awful lot of money for this project to be completed, and completed properly. He stated to me he didnt know why they didnt replace it. He also said I do have a lifetime warranty and if I ever have any problem just call, and they would make it right. I did call about this problem, and he just blew me off like this wasnt considered a problem..

  

  Business Response

  Date: 05/17/2023

  ******************, 

   The installers that installed the bath reviewed the materials and determined that the insulation was not moldy. The paper backing on the insulation had stuck to the drywall when it was removed. The paper backing has a black tar type material that the manufacture uses to adhere the paper to the insulation. The installers did use a mold treatment spray as a secondary precaution. After reviewing the photos you have submitted I agree with the installers decision, you can see in the surrounding areas that do not have insulation that there isn't any mold here .

  I have attached a partial document for the CertainTeed insulation that is in your bath area and I have highlighted their statement that the insulation is "mold and mildew resistant and will not rot or deteriorate". I have also attached our contract that you signed and agreed to. In the lower portion it is hand written and clearly states that we will "remove and replace rot and Sanitize Mold and Mildew".

  I do not view your complaint as valid and do not agree to a discount settlement as Mad City has followed the contract and we have not left moldy or mildew product in your home. This is a perception issue between you and the professionals that installed your product and work in this field daily.

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

  Mad City Windows and Baths

  Customer Answer

  Date: 05/17/2023

  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: 05/17/2023

  I do not accept Mad City explanation of events. I have a voicemail recording from a guy named **** from Mad City. Stating that there was no mold present behind exterior wall, only dirt. However the installers did spray it with mold inhibitor spray. Why? If not moldy? My question to him was mold/and or dirt why wasnt it replaced when I offered to go get new insulation? He told me he did not know why they didnt replace it. Also, I dont understand how they can say its a matter of perception between me and the installers. I believe the pictures I sent along with my compliant shows there is in fact mold (or dirt as described by Mad City). Mad City is trying to dispute the fact that it is mold or dirt. Which is not my main issue, regardless of what it is behind the wall. The fact is the installers did not replace the moldy/and or dirty insulation even when I offered to go get new insulation. 

  

  Business Response

  Date: 05/18/2023

  Sir, in response to the added voicemail you provided.

  * The installers used Mold Spray as a precautionary measure as it not only eliminates any present mold but inhibits the future growth of mold. The absolute greatest point as to why they used it, IS BECAUSE IT WAS ON THE CONTRACT TO SANITZE FOR MOLD AND MILDEW.

  * We do not make a practice to remove items that have a little dust or dirt on them when it doesn't effect the function of the material. This is wasteful and not necessary. these items are recyclable and would go directly to the landfill when again it is not hurting the function of the insulation. In your argument why wouldn't we remove the studs that had dust or "dirt" on them? the same answer because that is excessive and not necessary.

  * If you would have told the installers that you want it replaced they would have, especially since you were willing to run and pick up the insulation. Why when you offered to get it did you accept the installers explanation that it wasn't necessary than but now it is? Your install was done on 12/27/2022 and your call in questioning it was done 3 months later on 3/10/23 with no further contact after the voicemail that **** left you until your BBB complaint on 5/16/23?

  I will contact you via phone this morning so you can clarify to me why your proposed resolution is a financial discount?

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

  Mad city Windows and Baths

  Customer Answer

  Date: 05/18/2023

  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.
  
  Sir, I did ask the installers to replace moldy, dirty, and or black tar from old insulation. I did ask the installers if I got new insulation would you replace it? Their response to me was it would be fine. I didnt agree with their opinion so I called Bill. My point is regardless of what it is/was behind my exterior wall, why wasnt it replaced when I offered to get new insulation. I am paying an outrageous amount of money for mediocre workmanship. 
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 05/18/2023

  I have called and spoken to ******* and he is not accepting the facts of the install and is only focused on a discount. if he truly thought there was mold there he would want it removed and replaced. I stand with the facts that we are confident that there isn't any black mold and the insulation is in its correct and form for its performance. 

   

  ******* is only upset about his payment as that was brought up multiple times. 

  ***************** ****.

  Customer Answer

  Date: 05/18/2023

  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.
  
  I did speak with *** this morning, who feels his 30 years of experience (which was noted several times) is far more superior than mine, and his opinion is the only one that matters. He never offered to replace anything, his concern was the landfill, and disposing of said insulation. After a lengthy discussion of getting nowhere, he did offer me 50 dollars for a roll of insulation.  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:05/14/2023

  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.

  I had this company put siding and the upper half of my house put in new bathtubs in two bathrooms and replace all the windows and screens on my house plus put in a patio door in the back of the house. It was over $60,000 in total. I had this done in March of 2019. There is a double lifetime warranty on all the windows and screens. Some of the windows are not closing all the way and I have a few tares in the screens that I need fixed. I have tried reaching them by phone and email for a month now and no one will talk to me or reply. I would like them to honor the warranty and resolve this issue.

  

  Business Response

  Date: 05/15/2023

  We have received the complaint and have contacted the customer immediately for resolution.

• Initial Complaint

  Date:05/12/2023

  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.

  I have had problems since they installed showers with the shower doors leaking and I have called them and they have not returned my calls. They have been out twice to fix the problem and have not fixed it. I called on Wednesday and they were going to have someone to call back and I have yet to hear from them. I would like for them to repair the shower doors correctly, remove the caulking and doors and reseal them.

  

  Business Response

  Date: 05/12/2023

  Mad city will be in contact within 24 hours or mad city had contacted this customer for resolution. 

• Initial Complaint

  Date:04/26/2023

  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 ***d Mad City for new windows and they replaced them November 7 and 8th 2023. and the ******* had me sign off for the installation but did not give me a copy of it, which is not legal. I asked for the invoice, manufacturer information, and lifetime guarantee that came with previous windows. He said it would be the same as the old one. I called the office and ******, from whom I've had many false promises and insults to me over the last six years, said she would send it out immediately. It has not yet arrived after several phone calls and 2 registered letters.I insist on the brochures of these no name, no information and no guarantee windows to be sent to me. If not, I will *** them again for new windows from a company that will.

  

  Business Response

  Date: 04/27/2023

  Mad City to reach out this customer within 24 hours to discuss resolution.

• Initial Complaint

  Date:04/26/2023

  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.

  Deceitful, manipulative sales. We were charged $14,500 to install a "38 corner shower. The shower did not cover the area as promised by salesperson. This was a one day job worth at most half of what they charged. Salesperson would not answer my calls or text. Regional salesperson would not budge when I offered to buy (at Lowes) a 48" corner base to cover the promised area. Total disappointment ??

  

  Business Response

  Date: 04/26/2023

  I called and spoke with *********** the primary on the contract for the shower. He stated to me that he had no knowledge of the BBB(either as a company or what they do.) I explained the purpose of the BBB and he stated that he had no significant complaints, and that he would speak with his Father **** who filed the BBB and call me back in a couple days. 

  Customer Answer

  Date: 04/26/2023

  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. 

  ****** did not pay for this job.  He is a very nice young man, never would say anything bad about anyone, or anything.   ****** is too naive to understand the value of a project. This project was not done as promised and not worth what I paid!
  
  Regards,
  
  *****************

  

  Business Response

  Date: 04/28/2023

  I have reached out to ****** to discuss this issues. He stated to me that he had no concerns about the shower that was installed. I will reach out again to see if there is anything I can do to help resolve this matter. Please note that I have uploaded images supporting that ****** was notified that the shower base would not cover existing flooring and that he acknowledged and signed off approving this. I have also attached the signature section of the contract showing that ****** is the only person on the contract. I have also attached a conversation between **** and myself stating all of the above information. Once again Mad City will reach out to ****** to try and resolve this matter.  

  Customer Answer

  Date: 04/28/2023

  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 .]
  

  Attached is what was discussed with salesperson. Also attached is the work showing Mad City's custom work to cover the unit taken out. I'll let all viewers decide who's hiding behind a smoke & mirrors.  It's really sad that a company can't just do the right thing.
  Regards,
  
  *****************

  

  Business Response

  Date: 04/28/2023

  Mad City will reach out and talk to contract holder within 2 business days. 

  Customer Answer

  Date: 05/03/2023

  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 .

   

  The attached Mad City's promise. The picture is the delivery. 
  
  Regards,
  
  *****************

• Initial Complaint

  Date:04/25/2023

  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.

  Mad city calls me daily at least two to three times. I have asked them to stop calling three times I have blocked three numbers. They just have new numbers call me. I have told them I went with someone else this is harassment and I want it stopped.

  

  Business Response

  Date: 04/26/2023

  To Whom It May ***************** will remove this customer from *********** list. 

  Regards,

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