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

  18900 W 158th St Olathe, KS 66062-8027

  
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  Mad City Windows & Baths

  959 Harmsted Ct Saint Charles, MO 63301-4332

  
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  Mad City Windows and Baths

  13026 Forest Centre Ct Wildwood, KY 40223-4113

  

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:02/01/2023

  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 bought new windows from Mad City, and they were installed on March 28th, 2022. My bay window was NOT installed all the way and I was told someone else would come and finish the installation. I have been calling and calling Mad City Windows for the last 10 months and have gotten nowhere. When it is cold outside the bay window gets condensation and ice on the inside. You can feel the cold air coming in. They tried to outsource it to a different company who came to my house, took a piece of my siding and a piece of my dry wall and never returned. You can feel the cold air coming through the missing piece of drywall. I bought new windows to save on energy costs and now I am paying more to heat my house. On cold days my furnace barely stops running. I can't eat at my dining room table because I can feel the cold air coming through. Please help me get my bay window fixed so that I don't have to pay for all the heating that is going out that window.

  

  Business Response

  Date: 02/02/2023

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

• Initial Complaint

  Date:01/23/2023

  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 asked for a free quote then changed my mind and didn't want it any more and told them that multiple time yet they still call about 2 to 3 times a day asking if I'm interested in a quote or having any other work done to my house

  

  Business Response

  Date: 01/24/2023

  To whom it may concern,

  The customer requested that we do not call them the first time we actually spoke to them. We did not call them after that interaction so this is a false statement. They have been placed on our do not call list. 

  Regards,

  Mad ****************** Team 

• Initial Complaint

  Date:01/20/2023

  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 had Mad City Bath come in and redo our master bathroom. We had several issues with them. We recently had an insulation company come to our home to re-insulate various areas of the house. They informed us that the light that MadCity had installed in our bathroom hindered them from completing a total insulation of that area. They also informed us that the type of light installed was prone to moisture leakage and damage. We were NOT informed of the risks of having such a light installed. We are not builders or in the construction field and mistakenly believed what was told to us. We have also been informed that this light may not even be up to code. Now we have to worry about moisture leaking into our ceiling... and also have to deal with the fact that we cannot have a fully well insulated bathroom. Mad City has taken advantage of us. The people we came into contact with did not explain to us the risks and benefits of the decisions we were making. When we hired you, we assumed you had our best interest in mind and would help us to make good decisions. You scammed us and I want it fixed.

  

  Business Response

  Date: 02/04/2023

  Mad City will reach out to this customer and we will verify that the light installed is up to code. 

  Customer Answer

  Date: 02/14/2023

  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.
  
  MadCity had the electrician who worked on our bathroom call us and say that it was within code. However, this is an electrician who we have had several issues with and who has insinuated to us in the past that MadCity is not a reputable business. In the past, we had to go back and forth several times for this electrician and MadCity to rectify a mistake made by the electrician. When this person called us, we knew that MadCity was writing off our concerns again. We are now seeing how shoddy the work done on our bathroom was and also the poor quality of the materials used. We were terribly mislead about the quality of both the work, sub-contractors, and materials utilized. We have also been hearing from other businesses in the area that MadCity in the ****** area does poor work and is difficult to work with.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:01/19/2023

  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.

  Contracted Mad City Shower to do a Tub to shower conversion. IN talking with the sales person while putting together the estimate, they stated that they do not use sub-contractor's, that I needed to purchase their door or shower rod in order to maintain the warranty and that they would pull the plumbing permit. They were quick to get the job installed, but I learned that it was by a sub-contractor. The sub-contractor pointed me towards the manufacturer of the surround materials to review the warranty as well as the materials and it was then I discovered that the requirement for the MadCity "Required" shower curtain rod was a lie and as a result was never installed. The contractor did finish the job within a day as promised. Several days after the installation, I had not seen anything regarding the plumbing permit or inspection and as such, I contacted Mad City. After several attempts of contact, with ******************* not contacting me back, I contacted the financing company informing them that the contract had not been fulfilled and payment would not be forth coming. They in turn contacted Mad City about the issue and the assistant manager reached out and stated that their plumbers "decided" a permit was not required, despite the fact my village requires a permit for all plumbing work. After confirming these details, the assistant manager agrees to cover the costs for the permit and any costs related to the inspection as a result of it needing to be done after the installation was completed. I have attempted contact on multiple occasions now and have yet to get a response to work on fulfilling their promise of corrections, as documented in email. What I want is for them to cover the costs associated with having to tear down my new bathroom to get the plumbing inspection done, to cover the cost of the permit and to refund me the quoted $2000 for the shower curtain rod that was not installed.

  

  Business Response

  Date: 01/19/2023

  We have received the complaint and will be contacting the customer for resolution. 

• Initial Complaint

  Date:01/15/2023

  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.

  Salesman lied about our windows being old they were not. We did not know as we just bought the house. He lied about the warranty he lied about the quality. These are the worst windows we have ever had. We have to put plastic on our ***** dollar windows to keep the cold air out. They came out and told us it was our problem. I have contacted them several times just to get excuses. We wanted our old windows back that never happened. I believe they took advantage of us. Now we are stuck paying for windows that are 100 times worse than the ones we had in. They admitted that the salesman lied to our face about the warranty. They need to come out here install the windows the right way or give us new ones or return our money.

  

  Business Response

  Date: 01/16/2023

  Customer was given all warranty information at the time of sale that is on the back of the contract. We will reach out to the customer and set up and inspection to discuss their issues. 

• Initial Complaint

  Date:01/05/2023

  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.

  This summarizes the problems, delays, non-communication and missed deadlines we have encountered working with Mad City Windows & Baths, and the second time we have filed a complaint with the BBB. (BBB# *********.)We documented every event, phone call, employee name and conversations, and have photos of the damages done to our bathroom by Mad City employees.Because this job remains unfinished after nearly six months, as of Jan. 5, 2023, we will cease any and all contact with this business and discontinue our relationship. In addition, Mad City employees damaged the bathroom; damage remains un-repaired Mad City violated the contract we signed on April 14, 2022: (Completion shall occur on or before 5 business days , subject to the terms of this agreement.).We contracted with Mad City for a new bathtub and surround. On Aug. 15 an installer worked for two days, but was unable to finish. He left a long opening between the tub and wall, a hole between the tub and floor among other problems.In late August, we sent Mad City photos of the damages and unfinished work. After more phone calls, a second installer came on Sept. 27. He created additional problems, including numerous holes in the drywall. He promised to return the next day to finish the job, but then cancelled and said a sub-contractor would do the work instead. On Sept. 29, a Mad City sub-contractor called the work a disaster and declined to fix it. On Oct. 3, the Shorewood municipal inspector said the bathtub was unusable, and sent a finish job order to Mad City. A third Mad City employee came on Oct. 6 to inspect the work.He returned on Nov. 21, spent two days replacing the entire installation. He said a sub-contractor would repair the remaining damage. Subsequent phone calls were not returned by Mad City and six weeks later the situation is unresolved.

  

  Business Response

  Date: 01/06/2023

  We have received the complaint and will be contacting the customer immediately for resolution.

  Customer Answer

  Date: 01/06/2023

  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.
  
  [This company has breeched its signed contract with me. Therefore, I consider our relationship to be null and void)
  , 
  Regards,
  
  ***************************

  

  Business Response

  Date: 01/10/2023

  Mad City has made multiple attempts to contact the customer. Called on 1/7/23, customer did not call back. Email sent on 1/9/23, received no response. Texted both numbers on file, received no response. We are committed to resolving all issues but we will need the customer to open dialog to do so. 

  Customer Answer

  Date: 01/11/2023

  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.
  
  [After six months of waiting for this company to resolve the issues - and considering they have been in breech of written contract since mid-August 2022 - we do not wish to continue these attempts at communication and consider the matter to be closed. Much of the damage they caused to our bathroom over these months has been unfixed till now - and now it is too late.]
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:01/04/2023

  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.

  Cost was $14000.00. Agreed to job February 12,2022 and they finally sent undertrained person July 19th,20th and 21st. They said they would take 1 maybe 2 days but took 3 full days! The demo was ok but first piece cut for ceiling was wrong and had to get more product sent out. 2nd piece was put up with drywall showing which means sooner or later moisture damage. Service man installed wrong door and said that's what was sent! Broke base tile was told they would have service ticket to fix? Complained to his supervisor and came out said nothing was wrong! ************ was sent a week or so later and still wasn't what we were told! ****** fell off door and emailed and texted them was sent response that they would fix that was back in October!? Now just want $4500.00 off my bill, really do not want this company in my house. 1 door wrong and not fixed, bad cut around cieling light put bigger outer ring can still see drywall (which was supposed to ********* plywood) and base tile that need redone! $4500.00 towards bill sounds about right?

  

  Business Response

  Date: 01/05/2023

  We have received the complaint and will be contacting the customer to resolve the issue.

• Initial Complaint

  Date:01/03/2023

  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.

  In febuary 2022 we contracted a bath from this company. They installed the bath with several cosmetic issues. They came back and replaced the bath and surround. Then they came back and installed the last shelf which is not straight. They still haven't repaired the wall they damaged and told the finance company that the job is done. There hasn't been a manager to answer a phone call in the several times we have tried. I don't know how to get them to finish the job.

  

  Business Response

  Date: 01/04/2023

  We have received the complaint and will be contacting the customer immediately for resolution.

• Initial Complaint

  Date:01/03/2023

  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.

  I visited their website and was browsing based on an ad I received. They requested my phone number which I entered for a possible estimate for bathroom work. Within 3 minutes they called. I have asked them numerous times not to call me so they started texting me. Over the course of about 3 weeks I have received ***** calls and as many if not more text messages. I have told them I am no longer interested in their product/service but they will not leave me alone. I blocked the first few numbers they called from but have been unsuccessful in blocking everything because they keep using different numbers

  

  Business Response

  Date: 01/04/2023

  According to our call records we have had zero correspondence with this customer. She provided her information requesting information, which we received and followed up on. However there are zero notes in our system indicating that we actually spoke with her or that she asked us not to call her. All calls resulted in voicemail or no answer. We will remove her from our list. 

  Customer Answer

  Date: 01/13/2023

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

  Customer Answer

  Date: 01/15/2023

  I have specific dates, times, names and numbers that I received phone calls from.  There were several times I spoke to a person before I stopped taking their calls.  It is wrong for them to say they never spoke to someone just because it was not documented by them.  I guessing other potential customers have experienced the same type of harassment. 

• Initial Complaint

  Date:12/29/2022

  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.

  11/22/22 Flashing on two of the windows not firmly affixed to frames. The bottom flashing has gaps. I contacted the company, they claimed they caulked behind the windows so it is not visible, I have no proof in writing windows need no caulk on the outside. The warranty states, if the caulking is not maintained the warranty, is not valid. I found this company to be dismissive, arrogant and non-responsive.

  

  Business Response

  Date: 01/05/2023

  *****, I will have the Service manager contact you to review your concerns and clarify any misunderstandings there may be. Our records show that our Field Manager met with you on 12/1/2022 and that he had mad a few corrections to meet your concerns and that you were satisfied. There has been no other contact for service that you have made to ******************************************** will reach out today.

   

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

  Mad City Windows and Baths

  Madison Production Manager.

  Customer Answer

  Date: 01/13/2023

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

   

  Issues addressed on 1/12/23