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

  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:04/17/2023

  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.

  11/16/22 My wife and I met with a sales rep and agreed to replace 3 windows and have remaining 14 resealed. The rep inspected and advised cove for all windows for a cleaner look and to hide imperfections in caulk work so we agreed. He **** up a contract, added various discounts and stated the offer would only be good for that day so we signed and paid in full $7,877. 3/6/23 Installers installed the new windows and told us they could not put cove around our existing windows due to clearance. Also, our blinds could not fit back due to the new window even without cove. We spoke with branch manager, ****, who stated he would send a 3rd party contractor over to do drywall returns. We said the contractor could reseal and take out cove but we would only discuss drywall returns process to see if it would work for us. 3/19/23 contractor came to reseal, remove cove, and tried to explain the drywall returns but they did not speak English. We wanted Mad City to come and **** sent field supervisor, ***, on 3/24/23. *** inspected, noticed the issues and agreed replacement windows weren't installed same as existing windows. *** took pictures and told us he would write a report and follow up with us. 3/29/23 *** told us they only do pocket windows and our windows are new construction so drywall returns was their only option. We compromised and said we are willing to do dry wall returns for 1 window which is isolated but the other 2 we want to be reimbursed. *** stated he would inform **** of our decision. 4/17/23 Followed up with **** and informed him the contract and their website does not state that they only install pocket windows. If that was explained from the start we would not have agreed to the contract. They sold us a product that could not match our existing windows. We believe the sales rep initially suggested cove because he knew that pocket windows and its process was different from new construction window process but did not disclose in order to make the sale.

  

  Business Response

  Date: 04/26/2023

  The initial installation went perfect with interior stops (cove)used on the three new windows. When the installers went to add new cove to their existing 14 windows, we leaned the new interior stops would protrude past the frames, hindering functionality of their windows.
  
  We talked with the customer right away to explain, so she instantly wanted a reduction to her contract. New interior stops were not a part of their actual contract amount, so a cost reduction was not warranted.Because interior stops were used on our windows and not the other 14 in her home, she wanted us to remove our windows and give them their money back. As a compromise we offered to install drywall returns to our windows, thus matching the look of their existing windows. The customer did not want that option at first because her blinds would not fit. We then offered to replace the blinds.The customer agreed so we scheduled our drywaller to complete the work. When the drywaller was onsite, they cleaned up and calked 14 of her existing windows, as was agreed upon in the contract. Again, as an add on but not actually apart of the contracted dollar amount. When it came time for the drywaller to remove our interior cove and install drywall returns, the customer stopped the drywaller and refused to let them continue. Even through they had already agreed to this.  
  
  I called the customer the next day, after leaning they halted our drywaller. They returned my call and I agreed to send our field manager out to go over their job. During inspection, the field manager agreed with the customer that our ********************** were different than their existing. However,this was not an admission to an error on our part. We sell and install pocket replacement windows; we are not the original manufactures of their existing windows. During the field inspection, the customer made the statement we were to give them their money back for two of the three windows.
  
  Following the field inspection, I again talked with the customer and went over everything with them. We installed per our contract, we offered to go up and beyond our contract by adding drywall returns, and we offered to supply new blind. The customer would agree with these options the change their mind. At this time, the interior cove needs to be reinstalled but the customer refuses to allow us back.
  
  Our team worked hard to try and come to a compromise with this customer even though we installed everything per our contract. 

  Customer Answer

  Date: 04/27/2023

  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.
  
  The response from ****, the branch manager, is not accurate. The root of the problem is during the initial consultation with the sales rep who inspected our windows he failed to inform us that the installation process/window types are different from our existing windows. If that process would've been thoroughly explained to us from the start that the replacement windows would not go in as deep and there would be gaps as compared to our existing windows, we would've declined going through with the purchase.  As we stated from the start and many times throughout this ordeal, we wanted the same appearance/aesthetic as our current windows. 
  

  **** claims we declined their compromise of installing drywall returns after initially agreeing, however,that is false. We never agreed to ******* returns and stated we would be open to discussing that process and if it wasn't a compromise, we were willing to make we would only allow the drywaller to reseal/caulk the remaining windows as stated in the contract. We declined the drywall returns once we learned the process entailed adding drywall around the opening which would enclose and make the openings smaller which would again compromise the look as compared to our existing windows. Also, our blinds for the living room window would not be able to be reinstalled. As it stands now, the blinds for our living room replacement window cannot be reinstalled even without the cove added since the window does not go in the opening as deep as our existing windows. The blinds definitely could not be reinstalled if drywall returns were added as well. 
  

  **** claims the cove is not an add-on expense and in later conversations stated they were complimentary so not a part of the contract price. However, it was the sales rep who advise/suggested cove initially and we agreed with the belief that they are the experts so we would follow through with their advice and have him include it in the contract. Even on the day of installation once the cove fitment issue arose, we spoke with a supervisor who stated the price we paid was all inclusive (for the windows, cove, resealing/caulk) and never mentioned that the cove was not part of the contract price.
  

  **** did send field supervisor, ***, to come meet with us in person and inspect the replacement windows and discuss our concerns. When we met with ***, he explained to us how our existing windows were installed and how the replacement windows should've been installed to keep the same depth, create no gaps and have a seamless look just like our existing windows. He stated our existing windows **** out and the replacement windows should have been installed outside in as well. After hearing this from ***, we thought we were finally getting somewhere. *** stated he would take pictures, write up a report and follow up with us in a few days.However, he did not follow up with us and it was my wife who reached back out to him to get an update. When my wife spoke with him that was the first time,he mentioned that Mad City only does pocket windows and our existing windows are new construction windows which is why the install process was not the same.However, if that was the case, we questioned why that wasn't the first thing *** informed us when he came and saw our windows. And if this is the case, it leads back to our initial problem that the sales rep failed to thoroughly explain this information from the start.
  

  **** claims they have installed per the contract. However, despite what they say regarding the cove,it states in the contract that cover will be added to all windows and that cannot be done which **** echoes as he stated in his response that the cove could not be installed on existing windows as it would hinder their functionality. Their option for opting for drywall returns does not work for us as we do not want to change the appearance of our windows by having some openings smaller than the others which is why offering to supply new blinds doesn't work for us either as it doesn't eliminate that fact that some openings will be smaller with drywall returns. He claims that we would initially agree with their compromises and later change our minds. However, we have never agreed to any of their compromises offered. He's stated that calls are recorded so I challenge him to provide the recordings of all our calls with him to discover the truth.
  

  As stated from the top, the sales rep did a poor job and failed to thoroughly explain their windows and installation process to us. We signed the contract and paid in full, $7,877, in good faith believing they would be able to deliver to our satisfaction. When that didn't happen, they offered compromises that did not meet our expectations,so we did not accept their offers. In one of our calls with ****, he mentioned the sales rep would have provided a sample, but no sample products were ever shown during the initial consultation.
  

  Since we did sign the contract our compromise is, we want to be refunded the replacement in our living room and in our master bedroom. Those two replacements are in line with other windows so compromising their appearance compromises the overall look. We are willing to do drywall returns for our master bathroom replacement window as that window is isolated so there are no other windows in that room.
  Regards,
  
  Masavinler Lo

  

  Business Response

  Date: 04/28/2023

  Mad City will reach out to the homeowner and continue to try and reach a resolution that the homeowner will be satisfied with. 

  Customer Answer

  Date: 05/03/2023

  [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. 

  We will wait to hear from Mad City. However, as we have stated on several occasions, the only compromise we will agree to is to be reimbursed for the replacement widows in the living room and master bedroom. We will be willing to accept ******* returns for the master bathroom replacement window. We don't believe we should be penalized into accepting products and services as is due to failure from the sales rep not adequately and thoroughly explaining the process/product to us, the consumer.Furthermore, if we were to go accordingly to the contract as written, Mad City cannot honor it since they cannot add cove to all existing windows per the contract. We also don't understand why the field supervisor did not explain that their product (pocket windows) and was different from our existing windows (new construction) when he met with us in person and inspected the replacement windows post-installation. He led us to believe it was an error on their part that could be resolved. It wasn't until days later when we followed up with him over the phone that he explained their product/installation process was different from our existing windows. I reiterate all these points to show that Mad City has done a poor job from the start and continues to handle this ordeal poorly which is why we are only willing to make the above compromise.

  Also,despite ****, the branch manager, stating calls are recorded, we will continue to correspond through the BBB to keep everything out in the open since Mad City has accused my wife and I of changing our minds, not allowing them to return to complete the job, and of having buyers remorse. My wife and I have also been the ones to initiate the majority of the contact, but, we will give them an opportunity to reach out to us and discuss our resolution since they stated in their response they will reach out to us. If we do not hear from Mad City within a timely manner, as this ordeal has gone on for nearly two months, we will again reach out to the BBB with another complaint and look to pursue legal action.
  
  Regards,
  
  Masavinler Lo

  
  

• Initial Complaint

  Date:04/15/2023

  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 already filed a complaint with the BBB about this company and they agreed to call me at a certain date to resolve the issue I had with the work they did for me and they never called me back to fix the problem I had. So I am filing another complaint with the BBB again to further investigate as to why I did not recieve a call back.

  

  Business Response

  Date: 04/17/2023

  Hello.

  The Service Manager of the ****** branch has reached out on 04/05/23; 04/06/23 and also 04/10/23 leaving voicemails each time.  There has been no response from the homeowner until this additional communication.  We have again reached out to the homeowner and able to schedule service to switch out the door glass tomorrow (Tuesday, April 18th).

   

  Thank you.

• Initial Complaint

  Date:04/12/2023

  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.

  Our front window was the wrong size ,so we couldn't install our new a/c that worked the in our old window so *** city windows kept giving us the runaround all summer,my wife is on dialysis and needs the cool air we had no A/c all summer,because mad city did nothing but send people to to look at the window and tell us it will be fixed soon ,so in August I called and the secretary said her boss said we will do nothing for you & offer a $200 voucher for a new a/c we told them we just bought a a/c a year ago that fit in the original front window before,then the salesperson who measured the windows & asked him to make sure our a/c fits in the new window he told us it will ,the a/c was still in the window when he measured them,so we talked to the salesperson after the windows were installed, he told us to cut the rubber seal on the window your a/c should fit ,but told him that will invalidate the window warranty so he thought it was funny and told me he'd send send someone out to our house when the sales rep was sent out he didn't even know why he was there ,then made a call and told me they'll send someone to fix the window so now it's almost a year later with the warm weather hitting us in April *** city has made no attempt to contact us about our window situation at all since last year...Thank you...

  

  Business Response

  Date: 04/13/2023

  Customer was offered both a discount for the inconvenience which he could purchase a new AC unit or we would purchase a purchase a portable air conditioner unit of equal BTU size of his current AC unit. He refused both offers stating he wanted a bigger window. We have explained that he has pocket replacement windows multiple times and, that this is the largest window we can provide for the opening he has. We will call this customer again and, offer another discount or new air conditioner again. 

• Initial Complaint

  Date:04/11/2023

  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.

  My window has not been correct since installation. The frame is out of square when it was a full frame tear out and replacement. The latches are pulling away from the window panes, there are scratches to the frame, and the frame is still now square causing the seals to have a poor seal. I have had countless service visits that have created more issues than those resolved. At this point I am requesting a refund of 50 percent of the window cost due to the poor quality and 100 percent of the installation cost due to the failure of installation. Roughly half of the total paid cost.

  

  Business Response

  Date: 04/11/2023

  We have received the complaint and will continue to work with the customer to address any manufactured issues. 

  Customer Answer

  Date: 04/11/2023

  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.
  
  The issues stated are not limited to manufacturing defects and are the direct result of poor installation and product quality not matching what was described during the sale. 
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 04/13/2023

  Mad City will reach out to the homeowner within 48 hours to address their concerns. 

  Customer Answer

  Date: 04/13/2023

  Better Business Bureau:
  
  I have spoken with the business in reference to complaint ID ********, and find that this resolution offered is satisfactory to me if it is as promised with the product issues being resolved and compensation conversation for the headaches and repeated issues being had after the product issues are resolved. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:04/10/2023

  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.

  I called the phone number of Mad City Windows * Baths* and Kitchens from a TV commercial about garage floor coatings. when I called the representative ( rep ) asked me my info which I told him as we were trying to work out a time for an estimate . I asked him about 10:00 am tomorrow and as I was looking at my appointment book* I questioned the rep * asking " about how much time will the rep need to measure* observe* discuss etc... ? The rep said he could not tell me about how long the average one takes so I said Then let's forget it and I will go elsewhere. Shortly afterwards I received an email that an appointment was scheduled and someone will be coming out tomorrow. I tried calling them 3 times to ask for someone in management about the appointment I did not agree to and NOBODY would let me talk to management solidifying I will NEVER USE MAD CITY for any products or services for my house or newly built garage.

  

  Business Response

  Date: 04/13/2023

  To Whom It May ***************** apologize for the miscommunication on the appointment. We are reviewing this with the call center representative to determine what the disconnect was. We will remove the customer from *********** list. 

  Regards,

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

  Customer Answer

  Date: 04/13/2023

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

• Initial Complaint

  Date:04/04/2023

  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.

  They contacted me online and said they've give me a free quote on kitchen cabinets. I submitted information on line instead of giving me a quote they said they would call me. They called me and I asked them not to call me anymore. They called me and texted me several times a day. I have repeated asked them not to. When I blocked the number, they called me from a different number from *******, **. I kept blocking them. Now I keep getting calls several times a day from a Mad City in ****** **. I asked them again to stop calling and texting me. They still keep calling. Once they are blocked so many times they call from another number. This is harassment. They call up to four times a day and sometimes up to 8:45 at night. I can send you several screen shots so show you if necessary, but they've been calling me over a month so that would a lot of screen shot.

  

  Business Response

  Date: 04/13/2023

  To Whom It May ************************ apologize for any miscommunication. We will remove the customer from *********** list. 

  Regards,

  Mad ***************** Team 

  Customer Answer

  Date: 04/14/2023

  [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:04/03/2023

  Type:Delivery 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.

  Seven days a week between 8 a.m. and 10 p.m. I receive multiple daily robocalls from firm. It interferes with my peace and privacy.

  

  Business Response

  Date: 04/04/2023

  To whom it may concern,

  We will remove this customer from *********** list.

  Regards,

  Mad ****************** Team 

  Customer Answer

  Date: 04/05/2023

  [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:04/02/2023

  Type:Product 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 saw an advertisement for a tub conversion to a walk-in shower. The site stated the company would call and offer to set-up an appointment to provide a quote. By the next day we started to receive dozens of automated calls from Mad City daily. The number IDed did not provide a name, just a number, they would not leave a message. About the third day my wife answered their call, just to ask them to stop calling, we were not interested in doing business with them. Over the next 6 days we received more than 30 calls from the same number again without leaving a message. Their calls ranged from 8AM until 9PM, again we answered one of the numerous calls and they would not talk. This has reached the level of harassment with so many calls be made to us each day. We just want the calls to stop.

  

  Business Response

  Date: 04/03/2023

  To Whom It May ****************** our call records we show no interactions with this customer as all calls either had no answer or went to a voicemail, so we would not have known to remove them from *********** list. However, now that we have their information we will remove them from *********** list. 

  Regards,

  Mad ****************** Team 

  Customer Answer

  Date: 04/04/2023

  [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. As long as the phone calls stop.  We received 5 calls on 04/03/2023, the date of their response.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:03/27/2023

  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 went online to get a quote from a different company. within the next few minute this Mad City place started calling and texting me. I told them I never heard of your company and did not fill out anything on their website , and how did you get my information... of course no answer! they call several times a day even after i said stop calling and texting the person says " on no we are going to keep calling BUD" this was on 3/27/2023 If this is how you conduct business i want nothing to do with this company. I consider this harassment at this point!!

  

  Business Response

  Date: 04/04/2023

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

  Regards,

  Mad ****************** Team 

• Initial Complaint

  Date:03/22/2023

  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 signed a contract with Mad City on January 25, 2022 to redo our tub and shower in our Master Bathroom. To date, we still do not have a working shower or a finished bathroom. According to one of their workers, our project was done so poorly, that is needs to be ripped out and completely redone, (the walls, tub and shower). Mad City has refused to communicate with us and we are left with an unfinished bathroom and Defect of Workmanship. We paid Mad City $31,287 for a promised two day completion of this project and to date, all we have after 15 long months, is heartache and a incomplete and mess for a bathroom. We need the Better Business Bureau to do something about Mad City before they ruin someone else's home and take their money. We are not able to hire another contractor to finish this job as we spent all of our money with Mad City. They promise 100% Customer Satisfaction on all of their publications and billboards. I want them to be legally unauthorized to use such verbiage in their advertising as they are not true to what they promote. Their people will not even return our calls. Thank You. *** and *************************

  

  Business Response

  Date: 03/23/2023

  Mad City will reach out to the customer with in 24 hours to discuss resolution.