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:09/18/2022

  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.

  I was looking on Anjis for ideas about bathroom remodeling. Mad City Windows and Baths was given as a suggestion, however, I wasnt interested in this business. I tried to back out of the online form, but somehow Mad City got my contact information and called and texted me about an estimate, which I never agreed to. I told them multiple times I wasnt interested; however they kept contacting me. I eventually had to block their number so they would stop badgering me. Now they are calling and texting me from a different number. I dont know what else to do. This is starting to be harassment. I would like this business to stop contacting me.

  

  Business Response

  Date: 09/19/2022

  To Whom It May ************************ reviewed all of the call logs for this customer and have no record of speaking to them or being asked to not call them whatsoever. However, we will remove them from *********** list. 

  Regards,

  Mad ****************** Team 

• Initial Complaint

  Date:09/15/2022

  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.

  I purchased a soaking tub in 2014. It came with a lifetime warranty - I was told this product would never crack. It cracked. I filed my initial request for service in March 2022. I was told it would be replaced. It still hasn't been replaced. *** had correspondence with several representatives that are no longer with the company. Ive submitted numerous service requests to try and get an update. I was told at one point the wrong parts were ordered and the whole process had to start over. The last visit I had from Mad City to re-measure was in the beginning of July. My last service request for an update was August 24th. Someone did contact me regarding this request but couldn't give me any information. I am not at all looking forward to having to contact my attorney regarding this, as I've just learned there is a law that wont allow me to additionally seek having my attorney fees reimbursed. So going forward with this, as Mad City Windows is leaving me no other choice, Im sure to be out a couple grand. Of note, Ive had 3 bathroom installs, windows installed in 2 homes, and 2 sets of sliding glass doors - all with Mad City Windows all within the last 10 years. I was hoping to do more business with them in the future.

  

  Business Response

  Date: 09/16/2022

  Mad City will reach out to the homeowner to address any concerns within 24 hours

• Initial Complaint

  Date:09/12/2022

  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.

  12/21/20 purchased windows to be installed from mad city,3/22/21 windows installed, mad city showed up with large picture window cracked and duct taped, they wanted to install it, and order new glass for it,I agreed, but I was having a family reunion in one month and wanted it fixed by then, that never happened, had to look through broken glass and duct tape for close to 2 months. Broken glass repaired 5/21. 8/30/21, noticed large lr window sagging and screens not fitting square in frame, and none of the window locks working correctly sent out a service request, no response, sent out another service request 9/10/21, company sent out *********************, window repairman. He pried on it and tried to shim it, but didnt have any luck, he said he would have to come back, He then asked me if I was interested in getting the remaining 3 Windows replaced in the house, I told him yes, and he quoted me $750 for the windows and $600 for install labor,I agreed and cut him a check for $750, he said hed be back when the windows were finished, to install them and finish up the service work needed on the windows recently installed. Put in a service request again on 8/30/21 and 9/10/21. 11/13/21 *** came back to install the 3 last windows in the house, he was able to replace two, the 3rd one was ordered the wrong size, so I gave *** $700 in cash to get the window ordered and installed, and he was paid in full, after that day I wasnt able to get ahold of *** except for one time in 2/22, he told me the window wasnt done yet, then I tried getting a hold of him again in April, may, of 2022 with no luck, finally found out he wasnt working for mad city any more, put in another service request 5/30/22.6/7/22 **** field manager came out to look at windows, he said that more support needs to be put underneath large picture window and locks all need repairs, now its the middle of September and I havent heard any thing again about when the work will be complete

  

  Business Response

  Date: 09/12/2022

  Mad City has been trying to reach Mr. ********* however the phone number on file was disconnected.

   

  We also sent follow-up emails with our direct contact number when we could not reach him.

   

  Mr. ******** reached out today and we updated his contact info in our system.

   

  He has been scheduled for service on Thursday 9/22.

• Initial Complaint

  Date:09/04/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12.27.2021 a salesman for Mad City met with me to discuss a potential shower/tub renovation. I felt the cost was high - $11858, but the salesman explained that "Most People" finance it, and "sold" me with a promotion they were having - no interest for 18 months, if I could do a down payment and sign a contract immediately. I put $500 down, leaving $11358 to be financed, at $102.03 per month. I Only Accepted this offer because I knew I could pay it off in full within 18 months.I signed the loan/contract #******* electronically on his phone/tablet as he explained it generally, and the document was emailed to me. I read it that evening and was uncertain about the "****% interest" and "finance charges." I called the salesman next day, *****, and he assured me that the charges and interest wouldn't apply to me if I paid off the loan within the promo period. This was clarified on Page 5 of my contract, saying "Interest...will not be charged...if you successfully comply with the terms of your promotional period offer."Tub was installed 5.30.22. Financing began, first payment was due 7.2 but I paid on 6.1. There was no interest at that time. Made additional payments on 6,27, ****, and ****, but only then realized the balance wasn't dropping as it should. Statements now showed interest being deducted. I called Mad City - they said my contract didn't contain the promotion I was promised. They offered to inquire about a gift card as an amends for the confusion. They said they would call back on ****, but have not called.I paid off the loan on **** so as not to accrue more interest, which totaled $178.56. I should have had until January **** to pay off the loan interest-free. I am filing this complaint to BBB because this experience to me is fraud. Had I not been able to pay off the loan quickly, I could have been out over $7k in interest. Had I known there would be interest, I would not have made this purchase.

  

  Business Response

  Date: 09/06/2022

  To whom it may concern,

  We will reach out to the customer.

  Customer Answer

  Date: 09/06/2022

  [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. 
  
  Thank you for your help in getting this resolved.
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:08/24/2022

  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.

  My husband asked them to come to give us an estimate on a bathroom remodel. The salesman was off the charts high pressure and super oily. I asked him to leave after about 40 minutes. He refused and argued with me. I told him I was going to call the police and he still wouldn't leave. When I said they were on the way he slithered away just before they arrived. NIGHTMARE!

  

  Business Response

  Date: 08/25/2022

  To Whom It May ************************ apologize for this customer experience. At Mad City we take great pride in providing top notch service from the estimate process through the installation. The representative in question is generally well liked by customers and receives good feedback so this is unusual for us to see, however we will review this with them. 

  Regards,

  Mad ****************** Team 

• Initial Complaint

  Date:08/14/2022

  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.

  I would like to file a complaint of misleading promotional advertising of the Triple, Triple, Triple Sale advertised by Mad City in May 2021. Offer was $3000 savings on new bath or shower, 24 months interest free financing, $300 in gift cards w/purchase and $900 for writing a review. Salesperson had no record I was to receive the promotional price (he had to call his office to get the confirmation). He also made an error on my loan application to the finance company stating I made 100K a year), I called the finance company after noticing this to straighten it out. The work consisted of the removal of my existing bathtub & converting space to a shower only...no replacement tub, no shower door, no shower rod, no seat, basic white cobblestone surrounds, one rainfall shower head, one grab bar, & two small corner acrylic shelves. I called (MCB) to request to see how work was priced out so I could see the cost of the items and where my discounts were applied, but ******* (the manager) stated that it's a package price and they don't provide individual pricing. After telling me that all promotional discounts were given to me, she decided to go and double check and did discover that the $900 promised to me if I write a review was not included in the contract price so mailed me a check for it. I also told her a shower rod was ordered but I didn't need it. She said there are no refunds allowed on items on the contract, so I said then I'll take the rod. She then somehow did find the price of the rod ****** some dollars) and included that in the check amount as well. The contracts did not list discounts. I expected that I must be receiving a rebate for the $3000 as otherwise it would mean that the price for a simple bathtub to shower conversion before discounts would have been $16,864.00.Date of Signed contract: 10/19/2021 Loan document number: ******* Amount listed on contract: $12,964 (minus my ******* down payment) for a final contract price of $11,964,00.

  

  Business Response

  Date: 08/15/2022

  To Whom It May ************************* discounts and promotions are applied at the time of sale, which was the case with this project as well, this is also stated on her agreement. Whatever the current promo is either discounts and/or financing would be applied on the evening of the sale, which was the case here. All the gift cards have been mailed as well including $150 for the Deme, which was above and beyond because the promo was for $75 and a $300 "with purchase" gift card was also mailed. 

  Regards,

  Mad ****************** Team 

  Customer Answer

  Date: 08/15/2022

  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 Mad City Bath (MCB) ************* Team Member who responded to my complaint is misinformed about the original promo. The $150 gift card link for coming to my home was part of the original promo. MCB in no way went above and beyond what was advertised as part of the promotion to increase it. I do not want anything more than what I rightfully have coming to me, which is why I am making this request.  I want to be sure that my ***** discount was applied.  

  All Discounts and Promos WERE NOT APPLIED AT THE **** OF SALE. I originally called MCB to request to see how my discounts and promos were applied as they were not shown on the contract.  The statement that all discounts and promos were applied is not enough information to see the actual amounts of the discounts and promos and how they were applied from the original cost of my bath to shower conversion.  I don't think that it is too much to ask to see the cost of the things I am paying for and how it added up to $16,864.00 before the discounts and promos were applied as you say they were.  When I called MCB originally to request this information, I was told they cannot break down the cost, as everything is a package price.  My Package was very modest.  I had the bathtub removed, but not replaced.  A new shower and surround were installed with one rainfall shower head, one grab bar, and two acrylic shelves.  No shower door or rod was installed.  

  Additionally, all discounts and promos WERE NOT APPLIED, as on this same phone call, the manager went to check and said that she did not see the $900 deducted for the review I wrote and said she would mail me a check for it. When I stated I did not use the shower rod ordered, she stated there are no refunds per the contract.  When I then asked for the shower rod back seeing as I paid for it, she came up with a price for the shower rod and added it to $900 owed to me and mailed me a check.

  I am requesting to see how these discounts were applied. The contract begins with an amount of ********* and then subtracts my down payment of ******** with no listing of the discounts at all.  A blanket statement of all discounts and promos applied is not clear as to see how and if my discount was applied.  

  Also, why is my project called a bath or shower remodel.  The work I had listed above is nothing near a remodel and I feel it misrepresents what was done.

  Seeing as the salesperson who came to my house originally had no notes that I was even participating in the Triple, Triple, Triple, promotion and had to call the office to confirm I was eligible, was not what I would expect and makes me want to confirm that my discounts were applied.

  How my bath to shower conversion would cost $16,864.00 before discounts is and $********* after discounts is not exactly what I would consider a sale.

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

  

  Business Response

  Date: 08/16/2022

  To Whom It May ************************* discounts and promotions were applied at the time of sale per the agreement, which the customer states themselves in this message. All gift cards related to this estimate and project have been sent at this time as well. There will be no further discounts or gift cards applied to this project, which is now over a year since the agreement was reached. If this was a point of concern it should have been addressed prior to installation. Line item breakdowns are given at the time of sale if requested by the customer, the Bath/Shower projects are package pricing. 

  Regards,

  Mad ****************** Team 

  Customer Answer

  Date: 08/16/2022

  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 wrote with several issues and questions I have regarding Mad City Bath's promotional advertising of the Triple, Triple, Triple discount on a bath or shower, but you are not reading my complaints in a careful manner. You stated that I agreed with the statement on the order that all discounts and promotions were applied, when in fact I totally disagree that all discounts and promotions were applied.  Just because this statement appears on the sales order does not ensure that it occurred. And because this is such a broad statement, without listing any numerical discount or promotional amounts, I have been questioning it, not just this week, but less than a month after the work was completed.  I am also questioning what my project consisted of that comes to a total of $16,864.00 before discounts and promotions were subtracted. I listed what I had done, but was the package pricing used reflect the same work I had done?  If you can provide that information early on as you state in your response, why wasn't I given that information when I asked for it in my previous conversation with the manager?  My phone call was on a recorded line; you can use that recording to confirm what I have stated here.  

   Additionally, I signed the contract with the finance company on 10/19/21, which is less than a year ago.  I called MCB less than a month later, and spoke with the manager and she confirmed that not all discounts and promos were given and only after double checking with someone in the office did she discover that the $900 discount for writing a review was not included in the amount financed. I also called to check if the $3000 was going to be sent to me in the form of a rebate as the amount is not listed or subtracted anywhere in the number's column used to calculate the total amount of the loan.     

  Also, please tell me why my project is titled Bath and Shower Remodel?  The work completed was a bath to shower conversion.  

  The salesperson was not informed that I qualified for the promotional pricing when he arrived at my house and only after calling your office was he satisfied that I qualified.  He listed my salary on the loan application as 100K and I didn't notice it until after the paperwork was sent to the finance company so I needed to call them with my correct salary so that I would be approved based on my actual salary.  

  If the Team Member who is responding to my complaint is representing the "face of the company" it will be helpful for other consumers to see how you are treated after the sale.

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

  

  Business Response

  Date: 08/17/2022

  To Whom It May ************************ will be reaching out to the customer to clarify some of these concerns. 

  Regards,

  Mad ****************** Team 

• Initial Complaint

  Date:08/11/2022

  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.

  We had Mad City remove our old sliding patio doors and install French doors in January 2020. We love the doors but they have never worked correctly. We have had several people out to fix them and none of the fixes have truly worked. It is always just a temporary fix. The last person I talked to said they might have to replace the doors completely. They were supposed to come out earlier this year but I had to cancel because 3/5 of our house had COVID. Since then I have called and submitted online service requests so many times I have lost count and I have received zero response from the company. Not even an courtesy reach out! We just want working doors but this company refuses to even respond.

  

  Business Response

  Date: 08/11/2022

  Mad city has  reached out to the homeowner at their number of ************ and left a voicemail as well as sent them an email to **************** to address their concerns and come to a resolution on this matter 

• Initial Complaint

  Date:08/08/2022

  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.

  My husband and I signed a contract to have Mad City convert out walk in shower to a bath/shower February 8, 2022. After an extended period, we were provided and install date of May 31, 2022. On May 31, 2022, at approximately 9:00 am a team of 5 individuals came to install. There was ****** (Team leader) and 4 other workers. After a short time, ****** left the workers. He provided me with the telephone number ************* in the event I had questions. The team worked till about 9:00pm. I was advised by the team that a plumber would need to complete the work the following day and we should not run water in the tub because the caulking needed to dry and some of the plumbing needed to be installed.The following morning, I went to look at the bathroom, with the understanding that it had not been completed. It was an unbelievable mess. It looked as if though children had attempted the caulking.I contacted ****** at the number he provided and explained the condition of the work thus far. ****** agreed to come out and inspect the caulking.Upon his return, he apologized profusely advising the workers had completed another home and did a great job. ****** arranged to have the caulking removed and redone. This process took several days. On June 4th I texted ****** with a list of issues and asked if I should contact *************** to be certain the issues were documented. He agreed to make **** at Mad City aware, and have the job completed asap. 6-6-22 i text ******, questioned the plan to complete the install. He agreed next week with a call Monday. I texted 6-11-22 with other issues. 6-16-22 text would call Md City. on 7-1-22, I called Mad City and s/w Ziggy. He apologized that they dropped the ball, agreed to further check and get back to me. 7-1-22, I called **** at Mad City. He asked that I give him a chance to resolve and compensate. I agreed. He sent a field manager out 7-7-22, who agreed to resolve. I have not heard from Mad City. Today is August

  

  Business Response

  Date: 08/09/2022

  Mad  city has reached out to the homeowner to address issues and left direct number to contact us back 

• Initial Complaint

  Date:08/05/2022

  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 had a tub to shower installation in April 2022. On the day mad city was supposed to come and install they cancelled. My fiance and myself took off of work to be there. When i spoke with the man (****) that called to tell us we had to reschedule he told us we would get compensated for us missing work. No one called me to reschedule so I called them and had to wait 2 weeks more for installation so once again one of us had to miss work to be home. On the 3rd day of installation the installer open my rail that holds the shower doors on and it was scratched. ( i paid extra to have everything done in brushed nickle so it wasnt cheap) he put it up just so i would have shower doors and said someone would call me to let me know when I can expect to get a new rail. no one called so I called them left a message on June 23rd and have yet to hear from them. I either want my new rail or the money back for the price of the rail and the compensation we were told we were going to get. I paid $14,700.00 for this and expected everything to be done as they promised.Thank You ***********************************

  

  Business Response

  Date: 08/05/2022

  Mad City has reached out and spoken to *******. He is letting ********* know that we have called and will have her reach out to **** F on his direct line to come to a resolution. 

  Customer Answer

  Date: 08/06/2022

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