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

  959 Harmsted Ct Saint Charles, MO 63301-4332

  
• 

  Mad City Windows and Baths

  5201 Old Poole Rd Ste 109 Raleigh, NC 27610-3085

  
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  Mad City Windows & Baths

  15375 Herriman Blvd Noblesville, IN 46060

  

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:12/14/2022

  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.

  They were a no show for on site estimate. They were attentive in making appt. They called, texted emailed multiple times b4 appt. The last time I stated that I WOULD be here for their estimate and to please stop calling and texting. They were a no show. They blamed their dispatch and manager car trouble.

  

  Business Response

  Date: 12/15/2022

  To Whom It May ****************************** apologize for any misunderstanding however the last correspondence we have on record from the customer was them cancelling the appointment. We have since spoken and rescheduled the appointment for Monday, December 19th. 

  Regards,

  Mad ****************** Team 

• Initial Complaint

  Date:12/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/07/2022 a sales rep for mad city windows and bath came to my house to provide me with a quote on windows. While the sales rep ***** was going through his sales pitch, and showing me samples and parts and pieces of his product hemade a ****** contract with me that if I could bend a piece of his companies screen window frame he would provide me with a free house full of windows. After I proceeded to bend the piece of window frame ***** stated, (in his words) ****, no ones bent that in four years. As soon as he said that my girlfriend asked him if we were going to get the free house full of windows. ***** ignored her and continued with his sales pitch. Attempting to pick up a sample window with nothing more than a loose leaf piece of paper. This ultimately failed just as his deal with me seems to be failing as well. Obviously I declined the quote as he stated the windows would be free if I could bend the window frame. After he left my house my girlfriend asked me if I was going to proceed with his ****** contract for the free windows. I proceeded to call ***** and ask him about it. He stated that he couldnt give me a house full of free windows and that he would probably be fired for saying such a thing. He did however then indicate that he would give me the best price possible for the windows. The next day I followed up by calling mad city windows and explaining the situation to them. I was told someone would reach out to me after 4 pm that day. No one called so I called again the following day. I spoke to a *** who forwarded me to the ********* office at which point I spoke to a lady who forwarded me to a voicemail box. I left a message but to no avail. They have not contacted me regarding the breach of ****** contract made by their sales rep. I would like mad city windows and bath to hold up to their sales reps ****** contract and deliver the windows as that is why I bent the piece of window frame.

  

  Business Response

  Date: 12/14/2022

  To Whom It May ************************* sales representative does not recall the exact appointment or statement being made however even if this was said it was stated in jest, which is why he continued with the estimate. 

  Regards,

  Mad ****************** Team 

  Customer Answer

  Date: 12/14/2022

  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 representative for your company, ***** is lying. I spoke to him on the phone shortly after he left my house and he admitted to stating I would get a free house full of windows if I could bend the piece of screen window frame. Further more he stated he had just gotten off of the phone with a co worker and was explaining to them how he had just made the worst sales pitch of his career. I have a witness to his verbal contract. I will be contacting an attorney and fox 6 news investigates. 
  Regards,
  
  *************************

  

  Business Response

  Date: 12/15/2022

  To Whom It May ************************ previously stated, the comment was said in jest. This was not a binding agreement as the representative continued with the estimate process and presented a price. Had this been an actual offer not said in jest the estimate process would have ceased to continue. 

  Regards,

  Mad ****************** Team 

• Initial Complaint

  Date:11/30/2022

  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.

  I hired mad city to remove my old shower and install a new one on 5/8/21 for 13,176$Sales rep ************************* Invoice # *******MN they claim the caulking used is mold and mildew resistant with microban. My install was done in august of 2021. I had them come back in june of 2022 to replace the caulking due to mold where the walls meet the floor pan. They are now supposed to be here today to replace the moldy caulking around all 6 shelves we had them put in in august. We chose mad city because of the lifetime warranty and because I was told at the time of purchase that the caulking would not mold. I have found out that is not true. I feel mad city uses this as a selling tactic. if I am told their caulking they use will not mold why am I having this issue a year after install?My old shower had no issues and did not need to be replaced. My wife and I decided to (update it) had I known i would be having these problems I never would have done this.I am asking that mad city be responsible for my remaining balance of what I owe about 8300$ and still honor the lifetime warranty

  

  Business Response

  Date: 11/30/2022

  Mad City has reached out and addressed this warranty issue with the customer.

   

  A resolution has been agreed upon.

  Customer Answer

  Date: 11/30/2022

  [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 discussed the issue with ***** the production manager. With the work they did today I am ok with the service and product provided. We will see if the caulking holds up in the next few months to a year and see if my shower was truly a one off ad ***** called it.

  If the mold issue returns I will be getting back to them to once again to the necessary repairs. As of now there is not guarantee it will not mold again.
  
  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:11/16/2022

  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.

  Mad City has very disappointing communication. I originally had 8 windows to be installed in mid September but so far only have 7 installed. I have had to reschedule going on 4 times now for my last window to be installed. Now you could understand how that would make a customer very angry and talk down about Mad City because I havent once been accommodated or contacted on how to fix the situation. I also, have 3 screens to be replaced but those havent been fixed either. The fact is that I had to reach out to Mad City, I had to call them to make arrangements. They never contacted me. Its mind boggling and a disgrace to even say our team is willing to go the extra mile to ensure the satisfaction of our customers IS A JOKE! PS. I highly recommend to NOT TALK TO **** that works out of the ************************* She is the reason why we had to reschedule 4 times. If you dont know how to do your job go some where easier like flipping burgers. That isnt to hard is it?

  

  Business Response

  Date: 11/16/2022

  Mad City has reached out to the customer and scheduled service. We will continue stay in contact with the throughout this process. 

• Initial Complaint

  Date:10/21/2022

  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.

  At the end of August of 2022 we had a shower installed by Mad City Windows and Bath, Neenah. Since that day it has been an absolute battle to get our shower done correctly.Here is a list of our ongoing grievances/issues with our shower. Several were repeated complaints that are still not "cured"(*):? The built wall was never finished.? Only 3 screws were put in the built wall.? New concrete not level under shower pan.*? Relocated drain pipe not level.*? Shower pan defective.? Shower head was installed 6 inches higher than agreed.? Continues thud in the wall where the new water pipes are located.? Caulk is poorly done throughout the entire shower.*? Hair trap/drain pipe off center.*After repeated attempts to get them to acknowledge the floor issue, we contacted our own plumber. He agreed with our concerns. We contacted Mad City and asked them to remove their product. Mad City refused to take the product out. Claiming we need to give them a chance to "cure" it. We gave Mad City so many chances to "cure" many of our complaints. How many chances do they need? Only one has actually been finished correctly. The main issue is the floor being unlevel, they repeatedly denied that issue (3 times he said it was fine, all their drains are like that). The field manager's way of fixing the unlevel drain/floor was to add more caulk to something that shouldn't be caulked. After all the disrespect, frustration, stress, and anxiety, we don't want to deal with Mad City anymore. We don't even like looking at the product because of all this chaos this has caused. If not for our persistence about the drain/floor being unlevel, Mad City would have chalked it up as a finished product and a satisfied customer. The shower was never finished in the first place and we are ABSOLUTELY NOT SATISFIED! The entire project was a fiasco. We completely feel like we are being scammed.There are other issues that have not even been addressed. There is so much more to this story.

  

  Business Response

  Date: 10/22/2022

  We will reach out to the customer on Monday during normal business hours to discuss this situation and work to come to a resolution for them. 

  Customer Answer

  Date: 11/01/2022

  [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,
  
  Gypsy *****
  

  Customer Answer

  Date: 11/02/2022

  Nothing in our comaint has been fixed yet nor do the mention fixing most of it and they won't acknowledge the real issue at hand the entire time. The unlevel concrete. They also did not follow proper procedures through the city by acquiring a plumber's permit or set up an inspection by the plumber. Which is required  by the any company that does plumbing work. 

  

  Business Response

  Date: 11/02/2022

  Customer is refusing to allow us to tear out and re install new materials. Refuses to give us any options to fix the project. We will again call tomorrow to discuss if they will allow us to resolve thier complaints 

• Initial Complaint

  Date:10/20/2022

  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.

  There were many things that were unacceptable. We were having 2 showers installed. They left insulation in a medicine cabinet and didnt install a light in one bathroom. The other bathroom had many more problems. They installed a chipped glass door or chipped it while putting it in because they hit the new shower wall in 2 places. They hit the ceiling in numerous places and didnt blend the new wall with the ceiling. The shower drain leaked and I now found out ( from another contractor) that the floor drain is too small. We asked them to leave the 2 shower heads just update them but they took out the 2 water lines and put in 1 so we cant adjust the water temperature, they both must be the same. They didnt caulk the shelves well. The shower doors are not straight on the shower base & the inside door isnt near the most used shower head so I have had water on the floor. We have contacted them many times since they finished on 8/11. They fixed a few thing on 9/1 and havent come back. The 2 things in the one shower are fixed and they caulked the shelves and drain in the other shower. They also but the door jam over the new shower wall and now our bathroom door wont close easily. Again I have called many times leaving messages each time and have heard nothing. I have also contacted the credit card company and am getting a quote to fix thing. This contractor actually said it should all be torn out!! Please let me know what you may need from me,*******

  

  Business Response

  Date: 10/21/2022

  mad city will reach out to the homeowner within 24 hours to come to a resolution 

  Customer Answer

  Date: 10/23/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you *** update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and they did call me regarding the issues still left. The person I spoke with will speak with his boss. He will then order new materials to fix the problem but that *** take a number of weeks. So yes they called as stated but nothing is fixed. 
  
  Regards,
  
  *****************************
  

  

  Business Response

  Date: 10/24/2022

  Mad City will remain in contact with the homeowner until completion

• Initial Complaint

  Date:10/19/2022

  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.

  A mad city salesperson *********************** provided an estimate on 8/22/22. We agreed to have the guest bath tub/shower and the master shower with 2 new showers for a price of $22,990 based on the information from the salesperson. He misinformed us of the shower enclosure saying that it was seamless and chemically fused. He said they were also putting in a ceiling fan to prevent mold in the master bathroom. When they arrived on 11/17/22 the crew site manager told me their was no ceiling fan on the order. I called their office and was told the salesperson denied ever saying that. Finally, after an hour of negotiation I said we had to rap it up and we would think about it. He asked what would help us make the deal that day. We replied a lower price. He punched in numbers on his calculator, asked how much we could put down and showed us the calculator with ****** on it. We confirmed with him that was the Total price and he said yes. When I got the contract out to see if the ceiling fan was written on it, I noticed it was the balance due on the bottom line not total.

  

  Business Response

  Date: 10/20/2022

  ****, 

  He is correct the wall surface is seamless unlike tile or click together systems. Our Luxury Baths system use an etching primer in the corners where sealant is then installed. This bonds the panels together. This process is similar to gluing two pieces of PVC pipe together. Where there is a primer part and a glue. The sealants we use are not everyday caulk . 

  As to the Vent fan, this was discussed in the office and we were in contact with or electrician to get you scheduled for a ven fan install as a customer satisfaction. Clear y there was a misunderstanding with You and ****** and the discount. we apologize for any inconvenience this caused and the vent fan should be installed in the near future.

  Please contact me directly at ************ or by email ******************************************** with any further questions.

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

  Mad City Production manager.

• Initial Complaint

  Date:10/18/2022

  Type:Customer Service 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.

  Mad City Windows came here because we had a leak in one of the rooms. The goes on to tell us our heating problems are because of the windows so we had them replaced and he agreed that 40% will be discounted if our heating bill doesnt go down. He said it would take a year to see a difference. I waited a year and called them back. Another guy came out and pretty much said the sales guy didnt know what he was talking about. If there was no change call back to get a refund. Now I owe 16k for window repairs and will have probably spend another 10k to get a split system for the top floor. He even pulled up along saying he wanted to buy a dog. After the windows were replaced we never heard from him again. Also they put up different color siding because they didnt have the same color siding. They should pay for the split system.

  

  Business Response

  Date: 10/19/2022

  Mad city will reach out to the homeowner within 24 hours to discuss their concerns 

  

  Business Response

  Date: 10/26/2022

  Mad city has been in contact with the customer and is working on a resolution.

   

   

  Customer Answer

  Date: 10/27/2022

  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.
  
  Will close complaint once payment is received. 
  
  Regards,
  
  *********************

  Customer Answer

  Date: 10/27/2022

  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.
  
  Will close complaint once payment is received. 
  
  Regards,
  
  *********************

  Customer Answer

  Date: 11/08/2022

  Yes I have heard from Mad City Windows. I gave the the quote for the split system and one for another HVAC system to be put in the second floor. They opted to pay half for the cheaper quote. They also want me to sign some paper saying I wont submit another complaint. Im just waiting for the revised paper because my ex-wife is no longer in the picture. 

  on it

  

  

  

  --
  

  Sincerely,
  *********************
  *****************************
  *************

  

  Business Response

  Date: 11/08/2022

  Mad city is in the final stages of resolution with the customer

  Customer Answer

  Date: 11/15/2022

  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 
  Have not received agreed upon settlement as of yet. Mad City has sent it via mail. 
  
  Regards,
  
  *********************

  

  Business Response

  Date: 11/15/2022

  Mad city is in the process of resolving this customers concerns.

  Customer Answer

  Date: 11/18/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:10/18/2022

  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 mad city bathrooms do two bathrooms and the one with the tub there pip is leaking and I had to have someone tear down the Cellinig to get to the pipe and they wont come out and fix there leaking pipe and other problems specially with mod reall y bad and I am still paying off $13,000 on this and we had them come out before to fix mode and another pipe and the guy went back and told them it was a different pipe and he lied to there boss about stuff now they dont want to fix there other leaky pipe

  

  Business Response

  Date: 10/19/2022

  ************** was at the home today and remedied the homeowners concerns about a leak 

• Initial Complaint

  Date:10/14/2022

  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 renovated our bathroom January 2022. Per our contract they were to knock out the existing tile that went 1/2 way up the walls. They did not do this. The wainscoting they installed had gaps along the floor & was cut crooked & cracked. Some was not adhered to the wall, we had to use a clamp to hold it in place. The bathtub, which they replaced, has a crack across the whole back of the tub. They sent 2 different inspectors on 2 different occasions and they both said it was a total redo. 1 video taped the whole thing. They did send someone to redo the wainscoting. Now some of the tiles on our floor are coming up & they cut the light switch in half so it would fit. They refuse to replace our tub. They are sending someone to buff it out even after the 2 inspectors said that was not possible as its too big. We have not heard from them since. We would really like it finished correctly & a discount for all the issues, ******************* My husband has wasted 5 days of vacation so far & its still not done.

  

  Business Response

  Date: 10/17/2022

  Mad City has reached out to Mr. ***** ********************* to address their concerns and to discuss a resolution.