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

  
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  Mad City Windows & Baths

  18900 W 158th St Olathe, KS 66062-8027

  
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  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: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.

  SEE ATTACHMENT

  

  Business Response

  Date: 01/28/2025

  Mad City Windows and Baths acquired a local company by the name of New Windows for America several years ago.

  ******** continues to honor any warranty claims submitted from those previous customers, through the multiple vendors that company used over decades in business.

   

  Mr. **** has windows through a third part vendor that we do not do business with, we only process the warranty claim as that manufacturer stipulates. 

  The particular vendor Mr. **** has, unfortunately has been very challenging to deal with. They have extremely long lead times for replacement parts, often give misinformation and frequently miss deadlines.

  Mad City Windows and Baths has tried to maintain communication with Mr. ***** based on the information we are receiving as a third party.

   

  A resolution was reached last week when the manufacture finally made Mr. ****** warranty a priority after several escalation attempts on Mad Cities part.

  Parts should ship the week of 2/3/25 and Mr. **** will be our top priority for scheduling his service work as soon as the materials arrive.

• Initial Complaint

  Date:01/26/2025

  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.

  Been receiving multiple calls everyday of the week from 7 am to 10pm from a company called ********. Every call is a different phone number and I block and report as junk each one on my iPhone. Ive never heard of this company and certainly have never done business with it. Ive never answered and am getting sick of it as its been happening for 2 months so far.

  

  Business Response

  Date: 01/27/2025

  This prospect will be added to our do not call list

   

• Initial Complaint

  Date:01/24/2025

  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.

  Our first payment was due 1/16/25 weeks ago never seen a bill till 1/23/25. We made a payment on line on 1/10/25 I called for payoff amount and to my shock they are charging us interest daily .when we signed papers we were told it was interest free for one year ! And now I can get no one on the phone

  

  Business Response

  Date: 01/27/2025

  We do not have a record of the customer reaching out to our company regarding his financing concerns. We have contacted the lender on his behalf to see if we can update the terms of the financing. We also reached out to the customer by phone and left two voicemails today. We will continue to reach out to try to resolve this issue.

• Initial Complaint

  Date:01/23/2025

  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.

  Called ******** to get an estimate for a shower install. Sales person was here for over three hours. We told him serval times that we were not going to decide anything that day. He kept asking questions about what we wanted. I finally stated again that we were not deciding anything today and we were done. At this time my husband and I were both standing the sales person kept sitting. I then said we are done you need to leave. He continued asking questions trying to get us to sign a contract. He said we could get a discount if we signed that day. I said again we are not deciding now. He said we could sign the contract to get the discount and if we wanted to cancel we could. I said no and I wanted him out of my home. I walked into another room. He still did not leave. He then called the office and told my husband the we weee approved for a 5% discount. This was so upsetting. When I tell someone to leave my home I expect them to leave. I was not heard.

  

  Business Response

  Date: 02/03/2025

  We apologize for the customer's experience and appreciate this feedback. We have made internal course corrections with the salesman and integral staff.

  Customer Answer

  Date: 02/03/2025

  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.

  Due to nature of this complaint and the experience of having someone not leaving your home when asked two times I am not accepting this response. What steps were taken to ensure that this will not happen again? This is very unacceptable behavior. Once I stated that the sales person was to leave they were trespassing. This was traumatic and I want to have more assurance that this will not happen to anyone else. 

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

  

  Business Response

  Date: 02/06/2025

  Dear *****, 

  
  Thank you for taking the time to share your experience with ****, Mad City Director, over the phone today. We sincerely regret that you felt uncomfortable during your consultation, and we want to assure you that your concerns have been taken seriously.

  
  At ******** Windows and Bath, we strive to provide a professional and respectful experience for all customers. Our in-home consultations are intended to be informative and pressure-free. We expect our team members to respect homeowners decisions and their personal space, and we regret that this was not your experience.

  
  We have reviewed this matter internally and will be reinforcing our expectations with our sales team to ensure that all interactions remain professional, customer-focused, and aligned with our commitment to service excellence. Your feedback is invaluable in helping us improve, and we appreciate you bringing this to our attention. 

  
  If you have any additional concerns or would like to discuss this further, please dont hesitate to reach out. We appreciate the opportunity to address this and sincerely apologize for any frustration or discomfort caused. 

   

  Customer Answer

  Date: 02/08/2025

  [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:01/22/2025

  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 been getting dozens of calls from different phone numbers on a daily basis for the past week. Answered a couple of them it was Mad City Windows and Baths, asking me how many windows do I need to replace. I answered 2 or 3 of the initial calls and said I am not interested, and please take me off the call list. Calls are still coming into my phone, I either hang up right away or do not answer, but they keep calling sometimes late into the evening. I'm in my 60's and in all my life have never had this happen to me ever before. Please have this unreputable company cease calling my phone.

  

  Business Response

  Date: 01/23/2025

  This prospect has been added to our do not call list

   

  Customer Answer

  Date: 01/23/2025

  [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:01/20/2025

  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.

  Our experience with ******** Windows began in July 2024 when their salesman visited our home after my internet inquiry. We had inquired about windows for our basement as our basement was damaged by 4 feet of floodwater in June of this year. The salesman was pleasant and gave a great presentation, we were impressed with the marketing materials and windows he brought with him to show us and decided to proceed with having three windows replaced in the main floor of the home instead of the basement. The contract we signed included having a door in the main floor of our home removed and replaced with a slider window. The house is a geodesic dome. The salesman assured us that the crew would be able to convert the door to a window and the project would include finishing the wall inside the home, including framing and sheetrock. We were told the house would look better than when they first arrived when they were done.I exchanged several emails with ***** ********* from the beginning of the project and throughout the install process. She was the only person at ******** I had an email address for and I could not find another contact person in my many ****** searches.Installation began in September 2024 and we had numerous issues with the windows, especially the installation.We expected a smooth and professional installation, thorough cleanup, quality windows and prompt responses. Our reality with Mad City was a frustrated, unprepared and inexperienced crew, messes we were left to clean up, windows that weren't clean and didnt slide easily, locks on the sliders that still don't match, unreturned phone calls and unexpected drop-ins by contractors. We have now been notified that ******** has placed a Mechanic's lien against our property. We did not get a call from the company president as we requested.Mad City has been at our home 10 times during this process.The supervisor, ******, did tell my husband and myself that they would be discounting our project.

  

  Business Response

  Date: 01/21/2025

  Good Afternoon,

  We have made multiple attempts to contact the ********** to find a solution. We are more than happy to reach out again and get this worked out. I will be in touch soon. 

  Thank you,

  ****

  Customer Answer

  Date: 01/22/2025

  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.
  
  Mad City did call ****** Wednesday morning while ****** was at work and unavailable, however they left a message so ****** called them back. ****** made 18 attempts to call **** back and on the 18th try a receptionist answered. ****** spoke with **** and **** told him that there was not a lien on the property and it was a scare tactic to get customers to pay the bill. **** asked if we could arrange a time to get more contractors up here to the house to finish the job. ****** told him that we had already taken several days off of work and **** said he would work with ******** schedule this time. Monday, 1/27, **** said he has a crew in *******, ****, and he would send them to ******* to see what was needed to take care of the job. ****** advised **** that we were on the verge of talking to an attorney. **** assured ****** that was not needed because **** said they would take care of the rest of the job. We are not happy because **** lied about the Mechanic's lien being filed (we can see it on the Iowa Secretary of State's website) and they've been given several chances to make this right. There was no discussion of a discount during today's conversation.
  
  Regards,
  
  ****** ********

  

  Business Response

  Date: 01/29/2025

  I did leave a message for ****** to call me to discuss the job, during the day there was a nationwide outage on the phone system that we use, I explained this to ****** when we were finally able to get together on the phone. We did arrange a time to have a manager do a walkthrough to make a complete list of work to be done. We are currently working on getting it lined up and will be scheduling shortly. I did not lie about filing a lien on the property, there is currently no lien filed on the property. There is a commencement of work filed, not a lien, and as soon as all work is done it will be withdrawn. There will be a discount applied to the job, I let ****** know when the job started that we would discuss it and find something that we both agree to when the work is complete.  

• Initial Complaint

  Date:01/19/2025

  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.

  Project: Installation **************, ******** Marble countertops, *************** by Mad City. ********************************************************** On July 18, 2024, I signed a contract with ******** for the installation of a kitchen island, ******** Marble Countertops, and a new kitchen sink with disposal. Prior to signing the contract, I had a detailed conversation with the salesperson regarding the timeline for the work, as I had already booked another company for cabinet installation and resurfacing. I expressed concerns about potential overlaps between the two projects which would prevent ma city from completing their part of the contract and I was assured by the salesperson that ********* work would not interfere with the other companys timeline. Based on this assurance, I agreed to sign the contract.However, upon completion of the installation on October 1516, 2024, they did not install the Calcutta Marble on one countertop. I asked **** the installer about the undone countertop. He informed me that he had been contracted to install the Calcutta Marble only on one countertop, not both, and that he would follow up with Mad City regarding the unfinished work. He then had me sign a work completion document, stating that he had completed the work he was contracted to do. According to ****, the remaining work was no longer his responsibility, and I would need to follow up directly with Mad City for completion. Following this, I reached out to ******** on October 18, 2024, and spoke with a representative named ****, who promised to follow up on the matter. He indicated that I would receive a response by October 21, 2024. Despite this assurance, I received no follow-up communication. On October 23, 2024, I sent an email to ******** to request an update, but I received no response.I am now stranded with an incomplete kitchen and no communication from ********. Despite my repeated attempts to address the issue, I have received no response or communication from their team.

  

  Business Response

  Date: 01/20/2025

  Hello, 

  I followed up with the homeowner on 10/25/2024 and again on 10/31/2024 to discuss her countertops. Per the signed contract and measurement forms, ******** was only to ***lace the 50"x50" island and then the main run of countertops consisting of a 19" section, a 54-1/4" leg, and a 97-3/8" leg. This section detached from island and main countertop area was not included on the contract or the measure forms for ordering. I had let the homeowner know this on several occasions, including the voicemail that was left on 10/31/24 and again in the voicemail that I have left the customer this morning, 1/20/2025. If the homeowner would like to move forward with that section of the countertop, we can set a change order appointment with the original sales *** to discuss pricing. 

   

  Thank you, 

   

  **** *******

  Customer Answer

  Date: 01/20/2025

  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.
  
  I am writing to further express my dissatisfaction with the ongoing issues regarding the incomplete installation of my kitchen countertop. The scope of work that I agreed upon with your salesperson was for ******* to refurbish my kitchen, which included the installation the calcutta marble on all countertops, ( not select), installation of  a new kitchen sink, faucet, disposal, and a new island. This was the agreement I entered into when signing the contract.
  At the time, I was reluctant to sign because I had already contracted another company to refurbish my kitchen cabinets, and they were scheduled to complete their work by September. I clearly communicated to the ******* salesperson that I could not proceed until the cabinet work was finished because I did not want the two projects to overlap. My concern was that if I signed the contract before the other company completed their work, ******* might not be able to fulfill the scope as promised. The salesperson insisted that this would not be an issue, that ******* was professional, and that the project would be completed to my satisfaction. Trusting this assurance, I signed the contract, knowing that all aspects of the work would be completed as discussed.
  However, despite my clear agreement and the payment I made, only part of the work has been completed. When I raised this issue with ****, he informed me that he had been attempting to locate the salesperson but had not yet found him, and I have received no response to the phone callsor email I  sent. It is incredibly frustrating to see that ******* now wants to send the same salespersonwho failed to meet the terms of the original agreementto my home to discuss a new contract and additional payment for the remaining work. This is completely unacceptable and, frankly, ridiculous.
  I refuse to sign another contract or make any further payments. I have already paid a significant amount for the work, which remains incomplete. I am not satisfied with MadCitys response, and I expect the kitchen countertop to be completed as originally agreed upon, without any additional costs or contracts.
  I have been waiting for a response since October, and I am disappointed that after months of delay, the company is still not taking responsibility for completing the work as promised. I simply want the remaining countertop to be finished, and I do not wish to engage in any new contract discussions.
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 01/21/2025

  Hello, 

   

  Per the contract that was signed and agreed to on 7/18/2024 and the changes to the island countertop size agreed to on 8/20/2024 , ******** was to replace 14 lineal feet of standard counter top, 50" of island countertop, install new island cabinets, replace the kitchen sink, faucet, and garbage disposal. Per the measurements of installed countertops I had provided in the previous response, ******** has completed the installation per the signed and agreed upon contract. If additional work is requested outside of what Mad City had been contracted for, a change order is required to be signed. Per the notes in our system, I had reached out to the phone number provided on the contract on 10/25, 10/31, and again yesterday 1/20 leaving a voicemail each time requesting for a return phone call to discuss this as well.

   

  Thank you, 

  **** *******

  Customer Answer

  Date: 01/24/2025

  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.
  
  **** has been evasive in his communication. I spoke to him on October 18, 2024, and at no point did he mention that I would need to pay more to have the other countertop worked on. Instead, he promised to get back to me either that day or, at the latest, by October 21, 2024. However, he did not follow through with this promise, which prompted me to send an email on October 23, 2024. Unfortunately, no one responded to my email. Now, for ******* to claim they left voicemails regarding such a serious issue is extremely evasive and paints a very negative picture of the company.
  While I may not fully understand construction terminology, what I do know is that I signed the contract with the expectation that all of my countertops would be completed and the Calcutta marble would be installed. That is why I immediately raised my concerns with the installers, ****, and MadCity. MadCity should be aware that I will not pay for any additional work, and they should stop suggesting that as an option.
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 01/28/2025

  Hello, 

   

  Per the contract that you have uploaded, ******** was contracted to install 4' of base cabinets, 14' of the Calcutta Marble countertop, 4.5' of Calcutta Marble island countertop, a top mount sink, sink faucet, and garbage disposal. Mad City completed installation on 4' of base cabinets, the kitchen sink, the sink faucet, garbage disposal, a 50" island countertop, and then countertop sections in lengths of 19", 54-1/4", and 97-3/8" totaling for a total countertop length of 14' 2-5/8" of countertop installed. We have executed this installation per the guidelines of the signed and agreed upon contract.

   

  Thank you, 

   

  **** *******

  Customer Answer

  Date: 01/31/2025

  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.
  
  I must clarify that the contract has not been executed as originally signed.
  The island specified in the contract was to be 4.5 feet by 4 feet (54 inches by 48 inches). However, the island that was delivered and installed measures 50 inches by 48 inches (4.16 feet by 4 feet), which is not in accordance with the agreed-upon dimensions on the contract. You have already noted in your communication that the island measures 50 inches, which clearly indicates that the contract was not fully executed as signed and that there is a discrepancy.
  I initially trusted ******* when you assured me that your company is a professional, family-owned business that takes great care of its clients. This was a key reason I chose to work with you. However, I am now seeing a completely different side of MadCity, one that has been unresponsive and evasive when it comes to addressing my concerns and has failed to deliver on the scope of work agreed on. I have been taken advantage of.
  Given this situation, my complaint stands as is.
  
  
  ***** *****

  

  Business Response

  Date: 01/31/2025

  Hello,
  
  On or before 8/20/2024 there was communication between the homeowner and the sales *** via text message. The texts specified that to have the overhang requested we would be installing a 50"x50" island countertop. The homeowner responded to those texts stating yes I do agree to this. We have completed installation per contract and any approved changes. Unfortunately the screenshot of these text messages is unable to be uploaded into the system. 
  
  Thank you, 
  
  **** *******

  Customer Answer

  Date: 02/02/2025

  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.
  
  I am submitting this response to clarify my ongoing dispute with ******* Home Improvement regarding the kitchen renovation contract. Despite ******** claims that they have fully executed the contract as agreed, the actual work completed does not align with the signed contract, nor with the claimed additional agreements made via communication post-signing. 
  1. Breach of Contract Incorrect Kitchen Island Dimensions
  
  The signed contract specifies that my kitchen island should be 4.5 feet by 4 feet (54 inches by 48 inches). However, upon installation, the island measured only 50 inches by 38 inches.
  MadCity initially claimed that they executed the contract "as is." However, when I pointed out the discrepancy, they changed their stance and stated that I had agreed to a 50"x50" island via text message. When an expert measured the installed island, it was confirmed to be only **50 inches by 38 inches**, which is neither what the contract originally specified nor what ******* claims I agreed to in any text exchange. This is a clear **breach of contract and failure to fulfill their obligations**.
  

  2. Failure to Install Both Countertops (Ambiguity in Contract)
  
  During my initial discussions with ******** sales representative, I made it clear that both of my kitchen countertops were to be covered in Calacatta Marble. I signed the contract under the assumption that all discussed details were accurately reflected. However, the contract does not explicitly state the number of countertops, only including measurements that I reasonably believed covered both.
  
  When the installation was completed, I discovered that only one countertop had been covered in marble. The installers advised me to contact MadCity, which I did immediately. I was told that the sales representative would be contacted, but I never received any follow-up response. I then sent an email, which was ignored.
  MadCitys response to my BBB complaint states that they installed **14' 2-5/8" of countertop** and that this fulfills the contract. However, their failure to specify the number of countertops in the contract created ambiguity, and given my clear communication about installing marble on both countertops, their position is misleading.
  3. Inconsistent and Misleading Justifications
  
  MadCity has been inconsistent in their explanations:
  - Initially, they claimed that they had executed the contract "exactly as signed"
  - When I pointed out the incorrect island size, they changed their story and claimed that I had **agreed to a 50"x50" island via text message"
  - However, when measured by an independent expert, the island was confirmed to be **50 inches by 38 inches**which does not match either the contract or their modified claim..
  4. Requested Resolution
  Given these contract discrepancies and inconsistencies, I request that MadCity Home Improvement:
  1. **Correct the kitchen island dimensions** to match the original contract (54"x48") or **compensate me accordingly**.
  2. **Provide the second countertop in Calacatta Marble**, as was the intent of my agreement, or offer an appropriate adjustment.
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 02/03/2025

  Hello, 

   

  We understand the customers frustrations regarding the misunderstanding on the countertop that was not included per the contract for replacement. We feel that we have reached an impasse, as all services have been completed and there is no additional work to be performed. With installing per the customer approved changes and signed contract, we do not feel that compensation is needed. We are requesting the BBB close this complaint. We understand the complaint will be publicly visible. 

   

  Thank you, 

   

  **** *******

  Customer Answer

  Date: 02/03/2025

  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.
  

  I am formally disputing  MadCity Windows and Baths response regarding my complaint. Their claim that we have reached an impasse is incorrect and misleading, the only obstacle to resolution is MadCitys refusal to take responsibility for their contract violations and errors.
  

  ******* claims to have executed the contract as signed, yet:
  1. They Used the Contract When Convenient, Then Switched to a "Separate Agreement" to Justify Their Mistake
  When I challenged them on the missing second countertop, they insisted they were simply going by the contract, which allegedly only included one countertop.
  However, when I pointed out that the installed kitchen island was smaller than what the contract required, they suddenly changed their position, claiming that a separate agreement modified the island size.
  If this alleged separate agreement exists, it either supersedes the contract (which contradicts their defense regarding the countertops) or proves that my intended scope of work was not properly documented by MadCity in the first place.
  They cannot have it both wayseither they are bound by the contract as signed, or they admit that additional agreements affected the project, in which case my claim regarding the countertops is equally valid.
  

  2. MadCity Had Ample Opportunity to Resolve This Issue But Ignored My Complaints Until the BBB Got Involved
  I first contacted MadCity on October 18, 2024, via phone regarding the issue **** acknowledged my concern and stated that they would follow up after speaking with the sales representative who handled my contract. However, despite this assurance, I never received a response or update from them.
   I followed up with an email on October 23, 2024, to reiterate my concerns and request a resolution. This email was completely ignored, and I received no response from MadCity.
  

  MadCity had from October 2024 until January 19, 2025 to communicate with me and resolve this issue. They failed to do so.
  However, now that the BBB is involved, they have suddenly become prompt and engaged, showing that they were not too busy to respond, but simply chose to ignore my concerns.
  Their recent willingness to engage confirms that they could have addressed this months ago, but they neglected their duty to communicate and resolve disputes with customers in a timely manner.
  

  3. This Dispute is Not at an "Impasse" It Remains Unresolved Because MadCity Refuses to Take Responsibility
  MadCity claims we have reached an impasse, but I disagree. There is no impasse because:
  The contractual issues remain unaddressedthe island size is incorrect, and the contract was ambiguous regarding the countertops.
  MadCity has provided contradictory justificationsthey cannot simultaneously claim they followed the contract while also referencing a separate agreement.
  They have yet to offer a resolution, instead choosing to dismiss the matter altogether.
  

  4. Request to Keep This Complaint Open Until a Resolution is Reached
  I respectfully request that the BBB keep this complaint open until:
  MadCity provides written proof of the alleged separate agreement that they claim modified the island size.
  They provide a clear explanation for why the installed island does not match either the original contract dimensions.
  They address the countertop discrepancy and the failure to clearly outline the number of countertops covered in the contract.
  They offer a reasonable resolution rather than attempting to dismiss the issue without any form of accountability.
  
  Regards,
  
  ***** *****

  Customer Answer

  Date: 02/04/2025

  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.
  
  The contract does not specify the number of countertops, nor does it indicate the specific location of the countertop(s) covered. Instead, it only contains numerical measurements, which, as a layperson with no construction expertise, I do not have the ability to interpret. Because of this lack of specificity, I cannot definitively determine whether my second countertop is included in the contract.
  I have two countertops in my kitchen:
  The first countertop, which includes the faucet and stovetop, was installed with Calcutta Marble.
  The second countertop, which is located beside the refrigerator, was not installed with Calcutta Marble, and this is the countertop under dispute.
  I signed the contract under the reasonable belief that the measurements captured both countertops, as that was what I discussed with the sales representative before signing. However, because the contract does not specify whether one or both countertops are includedonly listing numerical measurementsit is unclear what these measurements actually refer to.
  This lack of clarity in the contract is precisely why I contacted ******* for clarification after the installation. When I saw that only one countertop had been covered with marble, I immediately reached out to understand why the second countertop was not workes on.  However, MadCity ignored my attempts to clarify the matter, which led to this ongoing dispute. MadCity was responsible for clearly defining the scope of work in the contract. If their intent was to install marble on only one countertop, they should have explicitly stated this in writing. Because they did not, it created unnecessary confusion, which should not be used to deny the scope of work I had originally requested and reasonably believed was included
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:01/16/2025

  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.

  The past 48 hours I have had non stop calls all different number from ******** they call 2-4 times in a row about 20 times a day even after I asked them to stop calling and to remove my number from their list! All I ask for was a quote. Then the barrage of calls started! This is not only annoying and my personal cell and business line that they are keeping people from getting through on and they call late at night. I keep blocking all the numbers and they keep calling. Harassing prospective buyers is not the way to drum up business and its uncalled for and they NEVER leave a message. I am considering having my attorney file a lawsuit if it doesnt stop. You have many complaints for the exact harassment Im getting from this business. Cant you stop them from these sort of practices. The attached picture is just after I cheated all my calls before 5pm all those calls are them. I had 25 calls from 9-4:30 I didnt save all of those but this should give you an idea of the harassment!

  

  Business Response

  Date: 01/23/2025

  This prospect has been added to our do not call list

   

• Initial Complaint

  Date:01/12/2025

  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.

  On 12/17/24 salesperson came to home and talked me into replacing my tub/shower combo to a walk-in-shower. After all was said and done I gave him a $200 deposit. When I went back and looked at the agreement I decided that ****** was way too much money. The next day 12/18/24 I sent them a fax canceling the contract and wanted my $200 deposit back. They said I needed a representative to come out and go over the cancellation which was scheduled for next Tuesday - no one showed up so I called and they set up for the next Tuesday - no one showed up then either. I called them back and told them I did not want anymore appointments scheduled that they had gotten my cancellation and I wanted my refund and was told it would go out on Monday the next week. No refund has been sent to date.

  

  Business Response

  Date: 01/13/2025

  We spoke with ***** on 01/03 and advised to her that a refund check would be mailed out on 01/10/2025. I reached out to our accounting department and confirmed that check #***** in the amount of $200 was mailed to the customer, *****, on 01/10/2025.  She should see the check any day now.

  Customer Answer

  Date: 01/14/2025

  [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:01/12/2025

  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.

  On 1-9-25, I called Mad City Madison home office and informed them I was cancelling our agreement from 1-7-25 because after reviewing finances I could not afford the $18,300 for six windows. I was told a field manager would have to come out and no one could come out until 1-11-25. I informed them this would be past the 3 day window. They said the cancellation was on record for 1-9-25. They asked me questions about the sales ***. ** he was courtesy and polite, and I said yes he did a good job. The *** I am talking to said the sales *** would be penalized for my cancellation. Then I asked why a field manager needed to come out. And I was told that to make sure the right party was cancelling the contract. The day the field manager gets to my home on 1/11/25 at around 3:00pm. I asked the same question why were they out here. And he said to complete the cancellation and make sure the sales person did a good job and was courteous and polite. And I said yes. I believed the field manager was out here to save the contract. Because this would be the second cancellation this month for that sale ***. Did I need to know that? Then the field manager was getting upset and asked why did we even sign the contact. This field manager was getting very unprofessional and a poor excuse for a customer service ***. ** said just process the end of this contract and he got up and walked to the door and said we would be hearing from their lawyers. I feel they were trying to manipulate me into keeping the contract. The field manager left and didn't resolved anything.

  

  Business Response

  Date: 02/06/2025

  Dear Mr. ************************ you for bringing your concerns to our attention. At ****************************************, we take customer satisfaction seriously, and we appreciate the opportunity to address your experience.

  
  Upon review of your concerns, we want to clarify our standard cancellation process. Our records indicate that you contacted our office on 1/9/25 to request cancellation of your agreement from 1/7/25. As part of our procedure, we document all cancellation requests and schedule a field manager visit to verify the request, ensure all necessary paperwork is completed, and confirm the details of the interaction. This step is designed to protect all parties involved by ensuring that the decision to cancel is fully understood and properly executed.

  
  Regarding your interaction with our field manager, we sincerely apologize if you felt pressured or uncomfortable during the visit. Our intent is never to manipulate or coerce our customers but rather to ensure that our team has upheld the highest service standards throughout the sales process. We will review this situation internally to ensure our representatives maintain professionalism and adhere to our customer-first approach in every interaction.

  
  As of your request, your cancellation has been processed in accordance with our policies. If you have any further questions or require any additional clarification, please feel free to reach out to our customer service team.

  We appreciate your time and the opportunity to address your concerns. Thank you for considering Mad City Windows and Bath.
  

   

  Best regards,
  ****** ********

  VP, Call Center Performance
  Mad City Windows and Bath