Complaints

This profile includes complaints for Mad City Windows & Baths's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mad City Windows & Baths

  5020 Voges Rd Madison, WI 53718-6928

  
• 

  Mad City Windows & Baths

  17044 W Victor Rd New Berlin, WI 53151-4137

  
• 

  Mad City Windows & Baths

  6805 4th St SW Cedar Rapids, IA 52404-4762

  
• 

  Mad City Windows & Baths

  2745 Whitehall Park Dr Ste 600 Charlotte, NC 28273-4649

  
• 

  Mad City Windows & Baths, LLC

  9053 Le Saint Dr West Chester, OH 45014-2242

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/19/2022

  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.

  This is in reference to complaint # ******** September '21. The tub and surround were replaced.When the ******************* was installed it was put too far in and the ****** touches you while showering. My partner tried to reposition it but it is screwed in and the surround will need to be replaced to fix it. We did not report this sooner as we had no more time to take off of work to deal with them. The caulk had failed by March and is splitting away from shelves.We have made 3 attempts to get service through the website with photos starting at the beginning of May. When that didn't work we sent an email. That got us a phone call after hours that we missed and the call back number goes straight to voice-mail with no call backs. Someone was available to be home for work to be done all of May and June now we will have to miss more work. We have a warranty and they can't just ignore us because they can't get it right. We paid for the service and expect to have the work completed to our satisfaction.

  

  Business Response

  Date: 07/20/2022

  Mad City will reach out to the customer within 24 hours to come to a resolution with the homeowner

  Customer Answer

  Date: 07/20/2022

  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.
  
  [I received a phone call while at work to set up a day for the work to be done. I said I would call back before 4 as I needed to speak with my partner. I was guaranteed if the call went to voicemail I would receive a call back today. Also a message was left with my partner with a call back number. We called 3times from his phone and once from mine. No call back. Completely unacceptable. I have never been treated as disrespectfully as this. All phone calls need to be made to my partner and not myself as he is taking charge of the situation.Please type your response here.]
  
  Regards,
  
  *************************

  

  Business Response

  Date: 07/21/2022

  homeowner was contacted back in less than 24 hours and is now scheduled for service on 8/12/22. 

• Initial Complaint

  Date:07/19/2022

  Type:Customer Service 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 purchased windows from them. And the work was not satisfactory, so they were supposed to compensate us and fix siding they tore and screen needing fixed. *********************** will not call me back to get this settled.

  

  Business Response

  Date: 07/20/2022

  Mad City has reached out to the customer and this has been resolved

  Customer Answer

  Date: 07/20/2022

  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.
  
  Consumer states she is still waiting to hear from someone. The issue has not been resolved. 

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

  

  Business Response

  Date: 07/21/2022

  Mad City will reach out within 24 hours for resolution 

  Customer Answer

  Date: 07/26/2022

  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.]
  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/13/2022

  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.

  We had a bath installed. Part of ************ is missing, the faucet handles are away from the wall and one piece of ************ is broken. They won't return my call.

  

  Business Response

  Date: 07/14/2022

  Mad city will reach out to homeowner and come up with a resloution within 24 hours

• Initial Complaint

  Date:07/06/2022

  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 am writing this letter to bring your attention that I am not satisfied with the bathroom project provided at ******************************************************* on 5/9, 5/10 and 5/11. I am talking about the defects in the shower walls, every hole was miss drilled and filled. This is unacceptable and I would like new walls to replace the defected ones. Also, the caulking was done very poorly. The Bench at the end of my tub is unfinished, two sides are missing and the corner trim. I also cut my leg on a very sharp edge left on the bench corner. The Shower walls were installed over pink plastic tiles that were to be removed prior to wall installation. A large portion of my floor is about lower than the rest of the floor, I would like this to be leveled.The cost of this project included two items and the labor cost to install them that were not completed. First, the ceiling acrylic was unable to be installed, cost and labor for this needs to be removed from the total. Second herringbone trim was not needed, cost and labor for this needs to be removed from the total.This one day install took 3 days and on the 3rd day the installer was there for 12 hours. This required me to take off 3 days of work.A field manager by the name of **** was a no show on 5/26 and 5/31. **** did show up on the third appointment on 6/10. As of today I have not been contacted.In addition, I also purchased a shower window kit for my downstairs tenant that I paid in full at time of quote. I was informed by the installer that the window kit would not be waterproof or warrantied as you did not install the shower walls. I did not have this done. The cost of this was $670.00. I called and asked this to be refunded and have not been compensated as of yet.

  

  Business Response

  Date: 07/07/2022

  Mad City will be in contact with the homeowner within 24 hours to come to a resolution.

  Customer Answer

  Date: 07/08/2022

  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.
  
  [This response only says that they will be in contact, I need a resolution.  I would like this complaint to stay open until they refund moneys due me and reinstall my shower.]
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 07/08/2022

  Mad City has reached out to the customer and have addressed the issues with the homeowner and have set a plan in motion to get resolution.

  Customer Answer

  Date: 07/11/2022

  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.
  
  [I want this complaint to stay open until refund is received and my bath reinstall is complete.]
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 07/11/2022

  Mad City has been in contact with the h.o and are working to remedy any and all issues. We will continue to work with the h.o until this is resolved.

  Customer Answer

  Date: 07/13/2022

  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.
  
  [I want this complaint to stay open until my refunds are received and the install is complete]
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 07/13/2022

  All concerns have been addressed with the homeowner and we have a set plan to resolution.

  Customer Answer

  Date: 07/14/2022

  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.
  
  I have no written resolution from Mad City, including reinstall date and no billing adjustment
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 07/15/2022

  Funds were sent out to H.O friday 7/15 as was told to h.o and remaining work will be scheduled and complete when material arrives which was also discussed

  Customer Answer

  Date: 07/15/2022

  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 below.
  
  The refund sent out on Friday was for a window kit, which was a different project.  I am looking for the amount to be refunded for the ceiling panel and labor cost to install it also the herringbone trim and labor cost to install it.
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 07/15/2022

  Mad city will reach out to the homeowner and address their concerns

  Customer Answer

  Date: 07/19/2022

  [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:06/30/2022

  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.

  We ordered a new bath installation back in January. It is now July. We had someone come out to measure twice. We had a cancelation when the were suppose to start working. We stripped the bathroom for their convenience. We had someone come today to start work and the wrong size was ordered. Stripped the bathroom a 2nd time. We decided to cancel due to repeated lies. They refuse to give us our down payment back.

  

  Business Response

  Date: 06/30/2022

  Mad City rejects these claims. The contract called for a 32x60x13 tub which was signed by the homeowner. The measure, which is done as a follow up to a sale called for a 31x60x13 bathtub in which the homeowner signed the paperwork acknowledging the size. Homeowner received the proper tub that was signed for. Upon installation homeowner didn't like that the wall panel would have to wrap up around by the window and refused installation stating the pan was wrong. Mad City offered to try to accommodate homeowner by locating a different bathtub from another Mad City facility. Found one in a different facility and offered a smaller size tub to accommodate homeowner. Homeowner asked for a picture of the smaller bathtub and one was sent via email to homeowner. After a few hrs. of no response we received this BBB.  

  Customer Answer

  Date: 07/06/2022

  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.]
  
  Regards,
  
  ***** & *****************************

  Need to clarify and expand on original Complaint.  Tub was probably made per order specifications.  Issue is tub size may have been functional, but aesthetically unacceptable. 

  Yes, contract was signed acknowledging the dimensions as calculated by MC tech; it was never pointed out that those dimensions would require cutting the panel around the existing window.  If that had been mentioned at time of measuring, we would not have agreed; we shouldnt be expected to visualize a finished product based on measurements.
  

  Based on six-month delay to get started, last minute cancellation of original install date, and unacceptable product, it is our intention to cancel the contract.
  

  Desired outcome/settlement would be a return of down payment ($6,000), reluctantly agreeing to forfeit the cancellation fee of 10% of the original contract amount$********  ($11,594 x 10%).

  $6,000 - ******** = $4,840.60

  
  Cost of manufactured tub to unacceptable dimensions should not be on us.  Tub is not a loss to MC;undoubtedly it will be added to inventory to be installed elsewhere.

   

  

  Business Response

  Date: 07/07/2022

  Mad City will be in contact with the homeowner within 24 hours to come to a resolution

• Initial Complaint

  Date:06/23/2022

  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.

  We signed on with MadCity in 9/21 for a project costing about $27,000 for new windows. During the initial visit, the salesman forgot to include 2 windows in our estimate, when this was discovered he assured us that we didn't need to replace those 2 windows based on the condition of the windows. He assured us that any areas that exhibited mold, would be cut away and replaced, this didn't happen. He stated that we'd likely have our project installed in Jan or Feb 2022. We didn't hear from MadCity by mid Jan 22 so I called to check on the status and they hadn't received all of the windows at which time I asked to be updated on a regular basis. I had not received any communication from MadCity by mid-Feb so I called again, still no windows. I called in Late Feb and was informed that the order came but one of the windows was damaged, again I reached out to them and not the other way around. In early March I called for an ETA on the replacement window and they didn't have an ETA but asked if we wanted to schedule a partial install, which I agreed to. Install scheduled 3/23/22 so I took off from work. The morning of 3/23/22 MadCity called to cancel due to weather, which was forecasted and never called to inform me that there might be an issue. We rescheduled for MidApril to allow for the final window to arrive, which the manager assured me he would check over himself. The installation crew came on site in MidApril, were unaware they needed scaffolding, and began install. They discovered that one of our largest windows was damaged and stated they'd have to get it replaced and come back. I had to call madcity for updates several times over the next month. The new window arrived in MidMay and we scheduled install on 6/3/22. I received a call on 6/2/22 that the window was again damaged and hadn't been checked prior to installer pick up. 3 weeks later, no update from madcity and the project we signed on for in 9/21 is unfinished, very poor communication and customer service.

  

  Business Response

  Date: 06/24/2022

  This was an unfortunate situation of multiple lead time changes from the manufacture along with their vendors that was out of our control. The sales rep was un aware of this at the time of the sale that lead times were changing daily for the manufacture so he had no way to know that the windows would take longer then expected. Also with the broken window we are not able to make our manufacture process any windows faster then they are able to get the materials in. At that time there was a glass shortage and we were not able to give any time frame updates as the manufacture could not give us one. All of our windows are wrapped in a protective covering from the manufacture to protect against damage in transport, thus we were not able to check over the windows prior to install for any damage.  The customer would have been told many times that we will call him once the materials have arrived. Calling several times a month will not speed up the process as we are at the mercy of the manufacture and shipping company.  I will have my service manager reach out today to the manufacture to see if they can give us any information on the last window and when we can finish this project up for the customer.

  Customer Answer

  Date: 06/24/2022

  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.
  
  I was told, by a manager named ****, that he would check over the first replacement window when it arrived. He stated that he did check it in a later conversation, which i will mention was the best communication I've had to date with MadCity. This check either didn't happen, it wasn't checked thoroughly or they became damaged in transit. Due to this interaction, I was very surprised and disappointed that the next replacement window was not checked until the installer came for pickup the day before the scheduled install, and after I had already taken PTO from work to be available for install. I was also told by Cory that the installer would present a slight discount when they arrived on site with the ****, this did not occur. For MadCity's information, I was not calling over and over to speed the process up, but to receive updates on progress and ETA in order to plan for days off of work to be on-site for install. Leaving customers in the dark around where the process sits it less than ideal service. Between September 2021 and March 2022 essentially all of the communication was initiated by myself. If the final window does in fact get installed on the next scheduled date, date TBD, it will have been the 4th day of PTO that I've had to use for this window install. This type of customer disservice makes it very difficult to plan around MadCity's schedule as well as makes it very unlikely for customers to sign on for any future projects. If lead times and other issues outside of MadCity's control are becoming such an issue, perhaps they shouldn't suggest potential timeframes for installs and engage in the practice of transparency. The installer told me, when he was on-site completing the first portion of our install, that a customer who signed on in January had already had their windows installed by the time our install started. This process has been extremely frustrating and the lack of communication and transparency during this process is disheartening. Frankly the tone of the response to my initial complaint and blame shifting, although not surprising based on other communications with MadCity, is incredibly frustrating.
  
  Regards,
  
  Will ******

  

  Business Response

  Date: 06/27/2022

  We do apologize for any inconvenience this is causing we try to be as transparent as possible. There are *** variables that effect a windows production such as size, shape, color or finish. A discount can be discussed with the service manager at the time of the scheduling of the install on the final window. We unfortunately can not get updates on windows in production once they are ordered as there are multiple facets that go into production of a window that can not be projected. We are not blaming anyone, we are simply trying to explain the situation asking that customers understand the process and know we are trying to provide the best service possible. 

  Customer Answer

  Date: 06/27/2022

  [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,
  
  Will ******
  

• Initial Complaint

  Date:06/16/2022

  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.

  We ordered a full master bath shower replacement in October ******************************************************************* January/February of 2022. I have called Mad City repeatedly starting in April/May inquiring as to the status of our order. Each time I was informed all of the items were not received and they would be in touch. During those calls I requested to cancel the order and receive a full refund. Each time I asked they would not address my comment/request.I received a call in early June noting all items were received and an install date of Saturday, June 11th starting between **** am was set and confirmed. June 11th arrived and I received a call at 9:12 am informing me the install technician had an emergency (previous client had a shower leak) and they requested to move the install to Sunday. I commented this would not work in my schedule and I needed the install done today. He said - ok, I will send him over. At 10:24 am he had not arrived so I called Mad City back. I did not get a live person to speak to. Around 12:30 pm the technician arrived, upon seeing my shower he said the wrong size basin was ordered. He would need to cut into our drywall or have a new basin ordered. I spoke to the Manager via phone and he confirmed this was the case. He told me he would put a "SOS" out on Monday first thing to see if any of the ** locations had the correct size, if not they will need to order it which will take another 4 weeks. I informed him this is not acceptable as we are putting our home on the market June 17th and the shower needs to be completed. I informed him if it was not installed by Wednesday, June 16th I wanted a full refund. We ONLY ordered this shower to sell our home.I didn't receive a call as promised on Monday from Mad City. It is now June 16th and I have still not heard from them. I will call again today requesting a full refund but would also truly appreciate if you can assist me with resolving this issue.

  

  Business Response

  Date: 06/16/2022

  
  Mad City is currently looking into the matter and will be reaching out to the homeowners in the next 24 hrs.

  Customer Answer

  Date: 06/16/2022

  [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,
  
  ***** And ************************* (***********)