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

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

  
• 

  Mad City Windows & Baths

  18900 W 158th St Olathe, KS 66062-8027

  
• 

  Mad City Windows and Baths

  1308 Wilson Ave Columbus, OH 43206-3172

  

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:02/25/2025

  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 made the mistake of making a generic inquiry on the Intranet concerning one of those one day shower installs to see average pricing. This was on Sunday, 2/23/25. Immediately, I started getting repeated phone calls from ********. When an unidentified number called, I answered and it was a *** from ******** and I explained that I was just looking for some info online, not looking for a quote or estimate. He offered to come do a free estimate and I once again said no. Immediately following that call, I received a text with a link to schedule my free home estimate. I did not respond. Between Sunday afternoon and today, 2/25/25 at 4:51 pm, I have received 66 phone calls from various numbers either identifying as Mad City, or not, but leaving no message so I assume it's just another work around. I have blocked at least 15 numbers, only to continue receiving Mad City calls from different numbers. I finally responded to the text saying "Please stop the automated phone calls!" I posted a *** on ******** and tagged them! When I checked their page, there were several other tags complaining of the same issue over the past couple of months - now those are mysteriously gone. I sent them a message through messenger stating if they didn't stop with the calls, I would complain to the ***, the *** and the BBB. The calls continue to come in. This is harassment!

  

  Business Response

  Date: 03/06/2025

  This prospect has been added to our do not call list

  Customer Answer

  Date: 03/06/2025

  [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, assuming I receive no further calls.
  
  Regards,
  
  ***** ****
  

• Initial Complaint

  Date:02/18/2025

  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.

  From July 2024 to Feb ************************************************************************************************** Jan with lean if not paid for before completed Called home office in ******** and mad city bath ***** line for help and no one would help or even look what they did to my home.

  

  Business Response

  Date: 02/20/2025

  Mad City installed a new shower on 10/22/24. When the install was complete there was a small service for window trim and a small drywall repair, and we accepted half payment until the final service was complete. We went out for service on 11-1 to fix the issues and at that time the homeowner requested something different. Due to this we didn't have the correct material on hand, so we had to reschedule to accommodate the requests. Because this is a rental property scheduling was a challenge, and it took over 2 weeks to get ahold of the tenant to schedule a date. The service was completed on ***** and the homeowner was still not happy with the agreed-on solution, so we again spent over 2 weeks trying to get the remaining service scheduled. The service was originally scheduled for ***** but during that service appointment the homeowner again changed their mind on what they wanted so again additional material was needed and an additional appointment was required. The service was rescheduled for 1-9 and yet again at the time of the service the homeowner changed their mind. After this appointment we sent and intent to lien to collect the final payment due to all of the trips and the homeowner changing their mind. We ended up giving a large discount and have now completed all of the service. We have been more than accommodating of this customers' requests and holding off on the final payment for over 2 months.

  Customer Answer

  Date: 02/20/2025

  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: 02/21/2025

  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 

  Lost use of the window and access panel twice the size as original is glued to the wall to cover up damage to the wall that they couldn't fix.  Making it impossible to get to shut off valves if leak occurs. I asked several times I wanted the wall fixed like it was.  Shower ring was to be in front of window like before and the window was to be painted.  
  
  Regards,
  
  **** *******

  

  Business Response

  Date: 02/24/2025

  Multiple options were discussed, and we installed the option that was agreed on. We do not offer window painting, the homeowner did not like how it was trimmed and covering the window was the solution that was agreed upon. We offered to repair the drywall around the access panel and the homeowner selected to have a new panel made covering the damage. 

• Initial Complaint

  Date:02/18/2025

  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.

  I hired this company to replace my H32313638353235**3236H on the upper level and they&#**;ve been out here four times yet they still can&#**;t complete the job. There are sharp nails left behind and the H32313638353235**3236H leak cold air. I was quoted a price of $44,000 and paid $5,000 down. I would like for them to complete the job correctly and fix the leaks.

  

  Business Response

  Date: 02/19/2025

  Hello, 

   

  Due to weather and sickness we had to reschedule to get the trim replacement completed. We have been in contact with the homeowner throughout the entire process and have the final service to have all work completed already scheduled with the homeowners for 2/28. At the time this was scheduled, this was the homeowners next available date. 

   

  Thank you, 

   

  **** *******

• Initial Complaint

  Date:02/17/2025

  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 used Mad City for 2 baths and 1 laundry room cabinet. The experience was atrocious. I'd love to speak to a higher up in ******** about everything, and not a dismissive middle manager that I've experienced thus far. The entire experience was horrendous. The salesman was manipulative and dishonest and made it very clear he didn't listen to my needs. 1st I signed the contract for an even $38k. He then shortly after, re-did my financing, adding a roughly $300 additional charge. When I questioned him on it, he essentially blamed me for not noticing his math mistake when working up the agreed upon price and insisted I sign the new financing with the additional costs, which he made it feel like I had no choice. 2nd, he reversed the measurements on the laundry room cabinet. While he indicating verbally what we were looking for, and I had to fight to have it re-made and done right. 3rd I made it clear I wasn't looking for something done right then as I was paying off another financing and didn't want to have work done in winter as we have reptiles that need higher heat and leaving our doors open in winter for hours could kill them with people installing things with our doors open for hours. They informed me it would take 8-10 weeks for product to be made and we could push out the install a couple weeks after making that start in March and financing in April. I only agreed as he insisted the 5 year 0% APR was only available in Dec when we got a quote, which I now question the validity of. None of this was true as they called me around the beginning of Jan and insisted the work be done right then. The scheduler ******* was extremely rude and now they are trying to push out our cabinet install again after we finally got that right. The whole thing felt dishonest and verging on fraud. There's more I'd like to discuss due to such dismissive & dishonest behaviors by some *************** like at the very least the roughly $300 back that I didn't agree to in the initial contract.

  

  Business Response

  Date: 02/18/2025

  ********,

  I will reach out to your by phone to discuss these issues.

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

  Mad City Production Manager.

  Customer Answer

  Date: 02/21/2025

  [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:02/14/2025

  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.

  On 11/21/24 I contracted with Mad City to remove a garden tub and replace it with a new tub. The salesperson said multiple times that EVERYTHING would be completed except the flooring. The tub was installed in late December 2024. The installer caused damage during the installation process as shown in the photos. The green drywall in the photo was installed by the installer. The white panel installed on the wall doesnt even go to the floor. I contacted Mad City and sent a photo. That ********* texted the number of another Mad City ********* and told me to contact him and he would send someone out to take care of it. That ********* said that wasn't in the contract and they would send someone out for an additional $300. After a few days, on January 24, 2025, I called again to further discuss the matter to make sure he understood the damage was caused by the installer. I left a message and asked him to call me. I waited days and got no response. He may have been on travel or something. I called again on February 3rd, left a message, and asked him to call me. He never returned my calls. On February 7th I sent a text to the first ********* to let him know that calls were not being returned. I have received no further response from anyone at ********. Please help me get the work completed.

  

  Business Response

  Date: 02/17/2025

  We have been in communication with this homeowner.  She was calling a number to an employee who is no longer with us.  This is why there was no response.  Once we learned of this, we reached out to her on 2/15 and have a service scheduled for 2/25/25 to have her issues addressed.

• Initial Complaint

  Date:02/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Promised gift cards for glowing reviews, but never received.I met with the saleman, **** ****, at my house on August 13, 2024, to show me colors/options for refacing my kitchen cabinets. I agreed to this sale and **** mentioned I would be given a $100 gift card for a glowing review on ******. I was certainly pleased with the work performed and the finished product. I posted a ****** review on Mad City's ****** page with pictures and received a reply from the owner. I received an email from ******** talking about my ****** review and offering more money for each review on a couple web sites, including ********. Again, I posted another glowing review with pictures and no response. The email I received talking about the $100 gift card, also had a link where you could post and also reach out to ***** ****, ********** Program Manager. I followed up with him via phone and email and never once received a reply. All emails are attached. Initially, the email I used when I signed up was ********************* but later changed emails to ******************* and used for posting reviews.

  

  Business Response

  Date: 02/25/2025

  Dear ***** ****,
  

  Thank you for your feedback and for alerting us to your concerns regarding the promotional gift card. We value your input and the opportunity to address any issues our customers may encounter.
  We have reviewed the circumstances surrounding your complaint and are actively looking into the matter to ensure that all promotional offers are fulfilled according to our policies. Our customer care team is committed to resolving any discrepancies swiftly and efficiently. We aim to ensure that all our customers receive the attention and service they deserve. After further review, we have confirmed the processing of the gift card. We apologize for any confusion or inconvenience this delay may have caused. Our team strives to ensure that all our promotional commitments are fulfilled promptly and accurately, and we regret any miscommunication that might have occurred in this instance.

  Please allow sufficient time for the delivery of the gift card. We are here to assist you and ensure your complete satisfaction.
  Thank you for choosing Mad City for your home improvement needs. We value your business and look forward to the opportunity to serve you again in the future.
  

  Customer Answer

  Date: 02/28/2025

  [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:02/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/2024 Price paid for windows was approximately $10,000 for 5 windows. My complaint with the company is I have had them out at my house 8 times now due to popping windows and now the reinstallation was so poor my house is colder than it ever has been. They reinstalled the window over insulated to where there are gaps in the windows and allowing drafts in. I am not being brushed off by their service team and the supervisor ****.

  

  Business Response

  Date: 02/07/2025

  I have spoken with the Homeowner yesterday morning, we have a return trip to rectify the over spraying on the foam and exterior re coiling. I have been in contact with the homeowners sales *** to get back in contact as the homeowner requested Mad City to ***lace additional windows in the home. The phone conversation went well and no mention of the complaint was brought up, however I will call the homeowner again to touch base as this complaint was received after the morning phone conversation. 

  Customer Answer

  Date: 02/07/2025

  [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 with the service team is satisfactory. 
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  Date:02/05/2025

  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.

  Have never heard of this firm much less contacted them or asked them to call me. They have continued calling my home which has been on the *** do not call list for 11 years - repeatedly - multiple times a day all the way up until 9pm. When answering calls no one is there. I've blocked several numbers but they change the caller ID each time so it's a never ending situation. I have filed an *** complaint and am contacting my state Attorney General. I'm not against people making a living but the rotating phone numbers making it unable to stop them borders on harassment.

  

  Business Response

  Date: 03/06/2025

  ******** has added this prospect to our do not call list

  Customer Answer

  Date: 03/06/2025

  [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,
  
  A ****
  

• Initial Complaint

  Date:01/27/2025

  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.

  On July 13, I ordered from ********, 3 windows. 2- windows size 40" x 70". 1 window size 28" x 70". Paid ******** at that time, with a remaining balance of ******** due on installation. These windows are guaranteed for life and can even be passed down to my children when they take possession of my home.Problem: The large window at the top falls down and the lock will not lock and allows air to come ********** came to fix the window. Said they fixed it and left. Next time we raised the window it would not reseal or lock.We called again, they came & said this is common for windows this size and we will have to prop it up width a piece of wood.

  

  Business Response

  Date: 01/28/2025

  I will be reaching out to Rose today to set another appointment to get this on track to be resolved myself. 

  Customer Answer

  Date: 02/03/2025

  [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. 

  Mad city came fixed our windows!  Thank You!!

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

  
  

• Initial Complaint

  Date:01/27/2025

  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 installed my shower back in June 2024 and though it looked very pretty, it leaked. And it continued to leak. The company must have come out at least 10 times attempting to fix the leak. Each time they told me the leak was fixed. It never was. Meanwhile, the room below my shower (my sons ) was having part of the ceiling and wall destroyed by mold. Finally I had someone else come out and look at it and that person fixed it that same day, and it has not leaked since. Did Mad City reimburse that cost? No. Now someone is here to fix the drywall. And Im finding out that Mad City is not paying for the drywall to be fixed in my bathroom, or for the drywall to be painted downstairs. So there is extensive damage done to my home due to their negligence that they are declining to fix. Anyone who damages a home to this degree should be required to get the home back to the condition it was in before they damaged it. And they are refusing to do so.

  

  Business Response

  Date: 01/28/2025

  Hello, 

   

  Yes, we have had several issues with an ongoing leak around the area the shower was installed. We have had our managers and plumber onsite several times to address the issue but we have unfortunately not been able to recreate the leak while we were onsite. An outside plumbing company was called in to fix the leak. Mad City had requested the invoice and the documentation relating to the source of the leak and the fix that was applied and are more than willing to cover that additional cost. The drywaller that came onsite to complete the repairs was not aware of the small patch in the basement. This drywall company also does not complete out painting work. We will have a painter onsite to complete the painting work needed and I will make sure that the drywall repairs are completed in the bathroom. I will also be in contact to discuss the reimbursement. 

   

  Thank you, 

   

  **** *******