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.

close

Find a Location

Mad City Windows & Baths has 26 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Mad City Windows & Baths

  4916 E. Broadway Madison, WI 53716

  
• 

  Mad City Windows & Baths

  17044 W Victor Rd New Berlin, WI 53151-4137

  
• 

  Mad City Windows & Baths

  100 Cohoes Ave Troy, NY 12183

  
• 

  Mad City Windows & Baths

  15375 Herriman Blvd Noblesville, IN 46060

  
• 

  Mad City Windows and Baths

  5201 Old Poole Rd Ste 109 Raleigh, NC 27610

  

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

• Initial Complaint

  Date:12/20/2024

  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.

  Salesman ***** ******* came to my residence on 4/13/24 and in the process of selling me a walk-in shower and me signing a contract for $9,813.00 worth of business/install, promised a gift card in the amount of $50.00 to *******. I have yet to receive said gift card after contacting Mad City myself a couple of times and being told it would be taken care of. My daughter also has called *************) multiple times and is always told that someone will call back. We are still waiting on the call. I'm just looking to receive what I was told I would receive for doing business with ********. If a company is not going to do what they say with something like a gift card, just don't tell people that that is part of the "deal".

  

  Business Response

  Date: 12/23/2024

  First, I would like to apologize for the inconvenience caused to you. I was unaware of this situation. We will have our admin reach out and get this resolved.

  Customer Answer

  Date: 12/23/2024

  [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:12/19/2024

  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.

  Had walk in shower installed on 10/23/24 cost 16 ******. On Nov 14 saw showerhead not flushed against the wall. Called Mad City spoke with a *** she said she will send to service. Waited until Nov 18 as I heard nothing called mad City at *********** ************ and left message. On Nov 24 drove to **** office. Spoke w receptionist and she went and got the service manager. He said it was a 5 minute ***air and he said he was putting me on the work schedule On Dec 4 I called again as I heard northing. Spoke with *** and she put me on hold for awhile. Came back and said she Spoke with I think ******** and she added me to work schedule. Today is Dec. 19 and I haven't heard anything. If it is a 5 minute ***air what's taking them this long. I also Spoke with one of their *** that called me asking me to buy more from them. I told her what was happening , and she said they don't answer phone calls and I need to file on website I explained I have trouble seeing my phone for that kind of stuff She told me to find someone to do it for me and hangup I will never buy or recommend this company.

  

  Business Response

  Date: 12/23/2024

  Good morning,

  I apologize for the delay in the service on your new shower. I have made several attempts to call and schedule this service. There has been no answer and the number that was provided doesn't allow for me to leave a voicemail. I've emailed and requested a return call to ************* to schedule the service.

  We have availability on January 2nd, 2025, between 12-1pm to resolve this issue. If this date and time does not work, we can schedule accordingly. At this this time, this is first availability that I have to complete this service.

  I look forward to hearing from you to schedule and complete this service,

   

  ***** A. *******

  MadCity Windows and Bath of *********

  Operations Manager

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

   

  Customer Answer

  Date: 12/26/2024

  [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:12/19/2024

  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.

  During our consultation in July 2024, we were informed that we would incur no interest for one year, followed by a 12% rate. However, we have encountered multiple unresolved issues. First, the wrong address was placed on file, causing significant delays that took weeks to rectify. I later received a call notifying me of an impending late fee, despite this error being the companys oversight.Additionally, during the project, a window shade was taken down, and parts were misplaced. I was assured the parts would be replaced as they were inexpensive, yet this has not been addressed. Furthermore, the salesperson failed to process the $2,500 down payment on the due date, forcing me to spend additional time playing phone tag with the office representative to resolve the matter.I have also repeatedly requested a discount to account for the hours I have spent contacting the company to ensure these issues are resolved and to correct mistakes that should not have occurred.Given the significant inconvenience, wasted time, and emotional distress this situation has caused, I am now requesting a discount of 50% or more as compensation for these ongoing issues and the major disruption this has created.

  

  Business Response

  Date: 12/20/2024

  We performed this install on 9/16/24, at which homeowner did not have blinds removed which is an ask that we have of every homeowner. Through the process of our installers removing the blinds, there were parts that were misplaced. This was brought to our attention during the closeout call at the end of the install. We located some of the missing parts, and offered to purchase the missing pieces with no additional cost to the homeowner. We made multiple efforts after the initial install date to contact the homeowner to inform them we had the additional parts and would like to drop them off, but with no response.

  The finance company that owns the agreement on the job did indeed have an older, incorrect address on the original finance agreement, which was rectified. We are inquiring with the finance company as to what, if any, additional charges were assessed to the homeowner during this processing adjustment. Once that has been resolved, contact will be made to the homeowner by either us or the finance company to address.

  Customer Answer

  Date: 12/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I was informed by the installers that removing the blind would not be an issue. After I requested they begin on the smaller windows while I took down the blind, they assured me they would handle it. Yesterday, I was contacted regarding the missing parts and was told they could be mailed to me. Additionally, I was offered a $100 gift card as compensation.
  
  I made it clear that I do not want a gift card unless the $100 is applied directly to my bill, as I do not believe I should have to pay in full. The missing parts have created a safety hazard and have delayed my ability to obtain the necessary state license to operate my in-home daycare.
  
  It was also discussed that it was likely a mistake that we did not receive the year of interest-free payments. This has already resulted in $80 in accrued interest. I have made two payments, as I was informed that failing to sign and pay would result in late fees.
  
  Given the significant inconvenience, wasted time, emotional distress, financial burden, and now accrued interest due to the companys oversight, I believe the proposed $100 compensation is insufficient. It does not adequately address the disruptions caused by this situation, especially since it is less than one payment for the windows I purchased.
  
  I am requesting a more appropriate resolution that reflects the full impact of this issue.
  
  Regards,
  
  ********* *******

  Customer Answer

  Date: 12/20/2024

  
  
  I was informed by the installers that removing the blind would not be an issue. After I requested they begin on the smaller windows while I took down the blind, they assured me they would handle it. Yesterday, I was contacted regarding the missing parts and was told they could be mailed to me. Additionally, I was offered a $100 gift card as compensation, which is less then a months payment.
  
  
  I made it clear that I do not want a gift card unless the $100 is applied directly to my bill, as I do not believe I should have to pay in full. The missing parts have created a safety hazard and have delayed my ability to obtain the necessary state license to operate my in-home daycare.
  
  
  It was also discussed that it was likely a mistake that we did not receive the year of interest-free payments. This has already resulted in $80 in accrued interest. I have made two payments, as I was informed that failing to sign and pay would result in late fees.
  
  
  Given the significant inconvenience, wasted time, distress and now accrued interest due to the companys oversight, I believe the proposed $100 compensation is insufficient. It does not adequately address the disruptions caused by this situation, especially since it is less than one payment for the windows I purchased.
  
  
  I am requesting a more appropriate resolution that reflects the full impact of this issue.
  
  

• Initial Complaint

  Date:12/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had 3 windows replaced in the bedroom over the summer of 2024. The installers did not clean up thoroughly which lead to glass shards and nails being left on the floor which then lead to glass shards impaling our feet. The company offered to send a crew out to clean within 2 days, however the issue had already been addressed by myself due to the risk of injury and 2 days was unacceptable for glass shards in a bedroom. They also damaged a new window on installation and despite saying they would get a new window made, it has been almost 3 months, nobody has answered my calls, and when they call asking if I would like additional windows, I bring up that I am still waiting on a replacement and they change the subject shortly before hanging up. All in all. Pushy sales tactics, poor cleaning by the crews, and still no word on my new window

  

  Business Response

  Date: 12/16/2024

  I spoke with Mr. ****** I apologized for the experience he had with Mad City. We have scheduled a service to address all issues in the above complaint. This is scheduled for 12/20/2024 @ 2pm. At the end of the conversation I thanks Mr. ***** for taking my call and giving me an opportunity to make this right for him. 

• Initial Complaint

  Date:12/04/2024

  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 saw an ad through Instagram about Mad City Kitchens, and thought I would reach out since we are contemplating redoing our kitchen. Several hours after filling out the information I was harassed in a matter of less than 6 hours with 19 phone calls. Several times when I answered the phone they hung up on me. They continued this harassment all day long until I picked up again telling them I was not interested due to their business practices. Even after I was told I would be removed from the list another person called and I had to reiterate the same thing. I have never been harassed so badly by a business and I would like their phone calls to stop.

  

  Business Response

  Date: 12/09/2024

  This prospect has been added to our do not call list

   

• Initial Complaint

  Date:11/30/2024

  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.

  One day after requesting an online quote from Mad City Remodeling, I received a direct text from **** *************). After a few exchanges, I removed myself from the contact list by submitting END as directed in the initial text. Almost immediately after, I began being BOMBARDED with SPAM callsliterally all day. I received 30 calls from 16 different phone numbers. I have blocked every single number. I am on the DO NOT CALL LIST. It is currently 7:15 am but I can only assume the calls will start again today. I should have known better. I consciously avoid responding to advertising tactics like these. These calls need to stop! I ******* almost all of the numbers. Very little information was returned. However, there were several remodeling contractors in the results. I do not believe this is a coincidence.

  Customer Answer

  Date: 12/02/2024

  [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. 

  The phone calls started again on day 2. I finally called one of the numbers back, which was promptly answered by ***** with Mad City. I asked her to remove my number from their list. The calls have since stopped. 
  
  Regards,
  
  **** *****

  
  

• Initial Complaint

  Date:11/18/2024

  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 filled out a questioaire about telling me a estimated dollar amount for a walk in shower. They stated they needed to come to my house when they called me. That was not stated in their Ad. I have been harassed by phone calls all day and evening for the last four days.

  

  Business Response

  Date: 11/19/2024

  This prospect has been added to our do not call list

• Initial Complaint

  Date:11/15/2024

  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 have called and said to remove me from the calling list. They have not stopped calling. I am not interested in using this business as they call a thousand times with multiple numbers. Desperation at full force. I want them to fully remove me from the list of callers. I have done this with the company it self but they didn't list. I would not recommend this company for any. The calls never stop.

  

  Business Response

  Date: 11/15/2024

  This prospect has been removed from our call list

• Initial Complaint

  Date:10/31/2024

  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 a shower unit installed. It was shoddy workmanship. They came back 3 times to resolve issues. Still not completed. Company refuses to service us anymore. Employees are very intimidating. The installer got nasty when we refused to sign an agreement to finance as we had made other arrangements. Then got nasty again when we refused to review a project we had not used yet. We are 75 & 78 respectively, this is extremely stressful over the last 4 months

  

  Business Response

  Date: 11/15/2024

  We are sorry for the delay in this complaint. This was caught up in our firewalls but we would like to respond. 

  This job was installed 9/9-9/10 and was installed poorly at the start and Mad City does apologize for not giving the 5 Star experience on the first install.  On 9/20 we had a FM come out to perform a site visit that was requested by the you which you walked through and pointed out your issues and we stated what we found and we reordered all material needed to give the remodel that was agreed upon. 

  At time of the Site visit discount was discussed and was agreed upon it was not until 9/30 that we received a follow up call stating that a larger discount was needed and other items needed to completed. 

  On 10/1 the Operations Manager called and stated that Mad City was correcting what the FM stated and what you agreed upon and that we would not complete anything else as we have gone above and beyond to satisfy at a reasonable agreement. 

  On 10/16 we were called again and asked where the additional work that was suppose to happen that was not approved on 10/1. Again we stated what was going to be completed and what was agreed upon. 

  On 10/16 we received another call about the flooring issues. Which again we set up a Site visit with a Field Manager to look. With the floor you picked out the floor did not take do to foundation issues with the property which is out of scope of contract. At time of visit you also mentioned there were issues with the shower door to the bottom of the pan that the silicone did not hold. It was determined after you mentioned that you did not allow the 24 hours for the unit to set and caused issues. 

  On 10/21 The production manager called to state that the unit was now working and agreements had to be signed but you denied signing stating numerous things and that we did not complete the service (stating again the things we stated we would not complete). 

  At this time we have completed our contracted work and have not received payment for our completed work. 

  Customer Answer

  Date: 11/21/2024

  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: 11/21/2024

  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 job is not finished. The shower door needs to be fixed!so doors do not flip around! You told us we did not wait 24 hrs to use! We waited approx 27 hours and still the retainer flops around we are not liars!! Your employee stated on tape that he quit due to moral & disagreement issues with company...

  We love the floor tiles but your FM said the installer was not a floor man, he was right ! No way a pro job.

  You stated the job was installed 9/9 _ 9/10

  In reality this job continues till today 11/21 & began 7/5/ 24. with the salesman returned four or five more times.

  On 9/19 not 9/20 **** FM. Came to house. He addressed many issues but refused to include compensation for MC. Ruining our access to the toilet in our bathroom. A narrow opening was left to snake thru. We were told not a MC problem. Told by installer we could buy another vanity. We did NOT want another vanity. But were forced to buy a tiny one with a minute sink, requiring many days of our time for R&D. & eventual self installation after removal of old vanity that had much needed storage. How is MC. Not responsible for this?.

  Is Ray an unpaid employee of MC? when your plumber caused our pipes to burst & we had no water for 2 days & NO response from MC  *** was able &  forced to fix it 

  I called **** September 30. When he was here he put extreme pressure on to sign his agreement I requested multiple times to take a day or so to speak with my "expert" re signing & I'd mail it to him. He said NO. Repeatedly.         I required several days from this meeting to recoup & after the horror of snaking to our toilet I was depressed &  highly motivated to call ****  FM regarding comp. for what ** had taken from us. The following day **** **** called to say  He's in charge. no more ****. The man who very early on threatened to put a lien on the house  To be continued.

   

   

   

   

  You

   

   

      

   

   

  [Please type your response here.]
  
  Regards,
  
  **** *******

  

  Business Response

  Date: 11/21/2024

  Mad City has completed everything that was agreed upon with the Field manager, and the 10% refund will be refunded when completion forms are signed. The refund was for Ray repairing the water lines that burst, and to be used to purchase a smaller vanity. We told you we would not be buying a new vanity or installing vanity. You signed the measure techs measure sheets with a drawing of the completed shower unit showing where the new wall would be built, showing that there would only be a small area to walk through. The intent to lien letter was sent because we have completed everything that was agreed upon.

   

  Thank you,

  *****

  Customer Answer

  Date: 11/24/2024

  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: 11/25/2024

  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: 11/27/2024

  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.
  
  In answer to your ***ly. Falsely claiming that we did not wait 24 hours for silicone to dry, calling us liars (which we are not).
  The doors still flop around dangerously.
  You sent a *** to assess the flooring.
  Your stopping service to us was a direct result of **** ******** visit on 10/18 " Not 10/21" to check the floor. **** said to me "You understand, ***** isn't a floor man. Shortly after while *** was driving he rec'd your call saying, "I will not be servicing you any longer. Said in a threatening, hateful manner.
  We have purchased a tiny vanity to ***lace existing.
  We removed old & reinstalled
  new including faucets,
  plumbing drainage etc, + R & D took a few weeks. Average
  market cost approx. $ 1000.
  You claim we signed measure sheets showing narrow area to toilet. Why then did *** the installer cry out, "oh no only 10 inches". Then he said it,'ll be alright, you can get another vanity, I said, " I DONT want another vanity.
  If your installer was surprised / ignorant about the gap then surely we would be.
  On 9/13/24 I related this account to Jordan from legal aid for the elderly.
  The last Change Order dated 9/19/24 states, "Will sign documents, but not pay balance until ALL issues are FIXED. Will pay with check upon completion".
  Order shows $ ******* as balance due, it is signed by **** **** & *** ******* including Ray's initial deposit of $1471.00. the total is $10153.00. A lot of money for a defective product & a world of constant worry/stress/aggravation.
  **** **** in his response mentioned a lien on our house this has been his final deed, but it was not what I referred
  to. I spoke about 9/10 when *** "finished" the shower & *.**** was supposed to call but didn't. We called him the next day 9/11 & he began demanding payment. He threatened to put the lien on the house & finally said he would send a guy around on monday to collect payment .
  This was before we were even permitted to use shower (wait 24 hrs).
  The * .**** presenting himself to us on the BBB site appears reasonable. Obviously this has not been our experience.

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

  

  Business Response

  Date: 12/19/2024

  A.  The Contract and Work.
  
  On July 5, 2024, ***********************, formerly known as ****************************** and doing business as ******** Windows & Bath (Mad City), and Mr. ******* entered into an agreement (the Agreement; see Attachment No. 1) for the replacement of Mr. ******** existing shower with a 36x60 single threshold walk-in shower with sliding glass door (collectively, the Work).  The price for the Work was $14,713.00, $1,471.00 of which was paid down at the time of executing the Agreement.  On September 6, 2024, a Mad City representative spoke with Mr. ******* and scheduled the start of the installation for September 9 or 10, 2024.  ******** commenced the Work as scheduled on September 10, 2024.
  
  B.  Plumbing and Workmanship.
  
  On September 12, 2024, Mr. ******* called ******** and represented that he had no water. Mad Citys Operations Manager ***** ******* called the ******** back the next morning, and during the conversation, Ms. ******* explained that the issue was not one of a ************* but that the water lines are crossed with hot coming out of cold and vice versa.  ********** offered to send a plumber out, but Ms. ******* indicated that they had no time that day to have the plumber come and look at the issue.  Ms.******* then indicated that she would call Mr. ******* back at another time.
  
  On September 17, 2024, Mr. ******* called Mad City stating, again, that they had no water. Mad City scheduled a site visit with the ******** for September 18 to investigate the issue, and at the site visit, Mr. **** discovered that, while there had been a water line leak, ********** had already remedied the issue. Despite this, Mr. **** also inspected the Work and found a number of incomplete punch-list items and workmanship issues that required correction;i.e.:
  
    * shower door sill not properly centered on the shower pan curb;
    * the drop ear elbow (i.e., the elbow for connecting to the shower head) had been installed too low;
    * existing wall trim that had been removed to facilitate the work had not been reinstalled; and
    * additional drywall finishing work required.
  
  Mr. **** also discovered that one of Mad Citys installers had caused some damage to the existing linoleum floor. 
  
  Based on his findings, Mr. **** prepared, and he and Mr. ******* signed, a Service & Completion Agreement memorializing the remedial work to be performed by Mad City under the Installation Warranty.  See Attachment No. 2.  Later,Mr. ******* and Mr. **** discussed the discount mentioned in the Service &Completion Agreement, the end result of which was an agreement for a $1,471.00 reduction in the contract price.  Such agreement was memorialized by a Change Order signed by the parties on September 20.  See Attachment No. 3 (the Change Order is dated September 19, 2024, because ******* was originally scheduled to visit the house on September 19, 2024).
  
  C.  Remedial Work and Floor.
  
  Mad City received the materials required to perform the agreed upon remedial work on September 27, 2024, and a Mad City representative left a message with the ******** on September 30, 2024,requesting a return call for the purposes of scheduling a service appointment.  On October 1, 2024, the parties scheduled the service visit for October 14, 2024.  At that visit, which extended into the following day, all of the identified issues were remedied, including installation of the new floor at no additional cost to the customers.  Photos of the new floor are included as Attachment No. 4. 
  
  D.  Conclusion.
  
  Following completion of the floor, ********** refused to make payment of the contract price balance unless he received a further discount.  However,the Agreement provides that Mr. ******* is limited to the remedies set forth in the Limited Double Lifetime Installation Warranty (the Warranty), and the Warranty provides that Mr. ******** exclusive remedy for any and all claims resulting from substantial defects in workmanship is repair/correction or return of that portion of the original contract price attributable to the installed product impacted by the substantial defect in workmanship[.] Mad City elected to repair/correct all the issues with the workmanship and, thereafter, did so. Consequently, Mad City fulfilled all its contractual obligations, Mr. ******* is not entitled to any further discount, and Mr. ******* is wrongfully withholding payment of the contract price balance.

  Customer Answer

  Date: 12/29/2024

  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 refuses to finish work  i e. Guide for sliding glass doors still not glued.
  Bottom rail has silicone residue along the length where guide has slid .
  Flooring was poorly installed by an amateur, there are gaps & and ugly green plastic strip meant to hide unfinished edge
  It is not a floor of which we can be proud . You sent an unqualified man to do a pro. Job.
  When **** ****** reported back to you regarding the floor that was the last thing we heard from you.
  Cause & effect is obvious. You made the decision that repairing the floor would not be beneficial to you.
  Further comments to be continued.

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

• Initial Complaint

  Date:10/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had this company put in a walk in shower for $16,700. I told them to do the 24 months no interest financing option but a month later I get a bill showing I owe $209 a month for 187 months. This was not what I signed up for and I did not approve this. I would like to pay the remaining balance by 12/1/2024 with no interest.

  

  Business Response

  Date: 11/15/2024

  Our financing department has contacted the customer and worked out a resolution

  Customer Answer

  Date: 11/15/2024

  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.]
  MadCity window and bath over charge for replacement from bathtub to a shower and the salesman said that they were going to remove old shower wall and tub replace it with new wood and install new shower wall but went over some of the existing wall and not doing the job correctly as said for the price charged.
  Regards,
  
  ****** ******

  

  Business Response

  Date: 11/15/2024

  The demolition of the shower was completed on the plumbing wall and soapdish walls of the shower. The back wall was removed at the bottom in order to get the previous unit out and install the new shower pan. At that time it was found that the wall was sound and in good shape and did not need to be removed. The shower installation was completed per contract.

  Customer Answer

  Date: 11/15/2024

  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: 11/18/2024

  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.]
  I feel that the company ******* sure refine for the work. They didnt complete which they said doing the initial sales contract that may that they didnt buy the material that we paid for and the labor supposed to been done with it so that means they overcharged me for material and labor, and I like to have the material and the labor price back for not using it and letting the owner know about not removing the real wall tile 
  Regards,
  
  ****** ******

  

  Business Response

  Date: 11/19/2024

  Per the contract signed on 7/22/24, ******** was to be removing the existing tub unit and installing a new shower unit. The materials selected on the contract were for a White Single Curb Shower Pan, **************** Surround System, 2 Sierra **** colored Corner Shelves, 1 18" Chrome Grab Bar, 1 24" Chrome Grab Bar, 1 Chrome Straight Shower Rod, and 1 Chrome Standard  Showerhead. The labor included in this contract was to complete the full installation of the new shower unit. As seen in the attached photo, all materials were installed per contract. This project was installed on 8/22/24. Once the shower unit installation was completed, all closeout paperwork for this project was signed stating that the installation of the shower unit was completed, and that the workmanship of both labor and material was found to be satisfactory.

  Customer Answer

  Date: 11/19/2024

  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.]
  They are bad for business and they dont work well with the customer when they have salesman that put things on contract with out having the customer knowledge but I will not recommend their business to anyone
  Regards,
  
  ****** ******