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

  4916 E. Broadway Madison, WI 53716

  
• 

  Mad City Windows & Baths

  2726 Larson St La Crosse, WI 54603-1828

  
• 

  Mad City Windows & Baths

  710 N Ebenezer Ave # STE201 Sioux Falls, SD 57107-3105

  
• 

  Mad City Windows & Baths

  2340 Holly Rd Neenah, WI 54956

  
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  Mad City Windows & Baths

  367 Garfield Ave Ste 5 Duluth, MN 55802

  

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:10/28/2024

  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 the client had sought out a company to replace our windows for our newly bought home. I had heard of Mad City, and went under contract with them to replace 10 windows for ****** dollars. They had falsified documents on our behalf to get our credit to run through and approve this amount, and we have been trying to cancel the services to no avail. The following details were falsified. I the client make ****** dollars a month, we have owned the home for more than a year, and our mortgage payment is zero. They say we have to pay ***** dollars to cancel the service. This amount is allegedly for materials. However we know an independent contractor in the family who says this amount is no where near correct. We have come to believe that we are being scammed by this company. They are not offering us any feasible solutions, and I fear they may scam us into paying this amount of money to profit off of my wife and I. We are young first time home owners, and are led to believe they see this as a way to scam us.

  

  Business Response

  Date: 11/14/2024

  I want to apologize for the late to this complaint.  The original emailed complaint got caught up in our firewall.  This issue has been addressed.  After speaking with this customer we have come up with a mutual agreement to cancel the contract.  

• Initial Complaint

  Date:10/25/2024

  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.

  The original install left us with a disconnected drain resulting in widespread water damage to the lower level of our house. ******** has accepted responsibility. Work was started but quickly diminished to someone coming only 1-2 days per month for the past 3 months or so. Currently, there is no more work scheduled and we have not heard from mad city for weeks. The result has been a massive disruption to our lives because we are unable to use a significant portion of our house.Additionally, the final product that we received was nowhere near the level of quality or craftsmanship that was promised. On an aesthetic level, the shower was left with multiple rough cuts and distinct lack of strait lines. The original install also left us with multiple gaps in the caulking as well. Though their repairmen worked to correct these issues, even they noted that the end result was not up to Mad Citys standards but there was nothing more they could do.

  

  Business Response

  Date: 11/15/2024

  The home has been contacted and we are addressing all concerns and issues.

• Initial Complaint

  Date:10/25/2024

  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.

  I have received numerous consecutive phone calls from them even after I block the number (the call then comes from a different number). I have never done business with them and am not a current customer. I have not filled out any information card requesting they call me. Today alone the calls came in at 10:04am, 1:37pm, 1:39pm, and 1:42 pm.

  

  Business Response

  Date: 11/14/2024

  This prospect has been added to our do not call list

  Customer Answer

  Date: 11/16/2024

  [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:10/22/2024

  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.

  ***************************************************************** oh installed windows in my home. Dec 19 2023 and 2 weeks after installing them I had ice and condensation inside my windows. I had to put plastic on my windows due to the ice and cold coming in my house. I tried working with them. It just made things worse. They changed out some sashes on some of the windows. Now I have windows that will not lock, do not fit in The tracks right, I had to put plastic on my windows again. One window was cracked took them months to change that one out. When he came and installed my window he brought a school kid that was on Xmas break to help do the install. I ask the sale person if they used sub contractors. Was told there people was all trained and they do not. When my windows were installed he told me he had no help and the kid was on Xmas break some relative to him. The windows are to small not in straight. The trim they put on the windows is coming off. Workmen ship is very sloppy. Went to there office 3 times. They offered us 4000 dollars off. Which wouldnt do me any good due to the problems we are having with our windows. Had another company come out to see what there measurements where his was different then theres his size was bigger windows He could not believe the work. I fought colon cancer in March 2023 was told I need to stop my stress. December 2023 found out that I had breast cancer. Had to have a mastectomy in January I went to there office the day before my surgery to try and get this resolved so I could not be stressing over them. Here I am still stressing over the windows. I had to put plastic on my windows again before this surgery cause cant do it for 2 months after surgery. I would just like a refund because I do not trust them anymore. I tried calling over and over at the end I was told ever time ****** was out of the office when I was calling her cell phone. I have many pictures and videos. They have done nothing to address the problem just a little clean

  

  Business Response

  Date: 11/15/2024

  Delayed response due to complaint being caught in companies firewall. Please see the below Summary: 

  Please see the attached and below summary:
  
  10/27/2023 - signed contract
  12/22/2023- Installation started and completed
  1/3/2024- Service conducted to inspect concerns and correct
  1/8/2024- vendor confirmed reordered damaged sash
  1/17/2024- Site inspection with Field manager and installer-damage sashed replaced
  1/18/2024- spoke with Homeowner and  stated windows weren't what she wanted/shown
  4/1/2024- Homeowner emailed photo of condensations on two windows
  4/1/2024- Emailed vendor for two sashes for warranty replacements
  4/18/2024- Received warranty replacement sashes
  5/17/2024-(soonest date Homeowner could be available) service to inspect and remove trim to show Homeowner that windows were installed correctly. both warranty sashes were replaced.
  5/21/2024- Homeowner called and requested another installer come out and look at the windows. Homeowner emailed a picture of clear glue/goop from the corner of two more sashes.
  5/21/2024- Emailed another warranty request for two more sashes.
  6/13/2024- received second reorder (warranty) sashes
  6/19/2024- The field manager and another installer per Homeowner's request inspected the window installation integrity again and was found to have been installed correctly and installed both warranty replacement sashes.
  8/8/2024- Reached out to the vendor for *** and communicated the anticipated ship date to Homeowner.
  8/12/2024- received a letter from Homeowner of old photos and already corrected areas of concern.
  8/22/2024- received third warranty sashes
  8/26/2024- called left a message to confirm service appointment
  9/9/2024- called and emailed in an attempt to make contact with *** to confirm service appointment

  As of this date Homeowner has not responded to request to install warranty replacement sashes. 

• Initial Complaint

  Date:10/21/2024

  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.

  June 27 2024 Window installed with a stress fracture and would told it would be replaced. Called several numbers. Told it was a service problem and file a claim on line I did. I received no confirmation. Have called several times said it was on order. They have never reached out to me, other than to sell me more products. This is a big budget item at $10,000 and the inside trim does not match the window. Frustrated. Worst customer service

  

  Business Response

  Date: 11/14/2024

  I apologize for the late response, this is the first time I have received this complaint. The parts for this job came in and we contacted the homeowner on ***** to set up a service appointment on 11-1 to replace the cracked glass and replace the trim. The service was completed and signed off on the 11-1 appointment. 

  Customer Answer

  Date: 11/14/2024

  [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:10/21/2024

  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.

  We contracted with Mad City Windows and Baths in ***************************, ** to install a handicap accessible bathroom in our home with a low barrier threshold with a 1.5" entry height. They came in, demolished the existing bath and after some employee disputes and one person being fired, the company never sent anyone to complete the job. We were told that it would take them a minimum of 16 weeks to order the specialized low barrier threshold shower unit, one that would have a 4.5" entry height not the requested accessible 1.5" one, and to finish the job. That meant that my husband who is 87 years old and has serious mobility issues wouldn't be able to take a shower until March of 2025. Work was contracted on July 23, 2024 with a finish time of "on or before 12 weeks" from the start date. The total amount of the job was $10,500.00 with a deposit given of $5,250.00.

  

  Business Response

  Date: 11/15/2024

  Good afternoon,
  Mad City apologizes for the late response, but this got caught up in one of our firewalls. As the contract states, that the customer has attached reveals the Curb height of the shower pan was to be 4-4.5", not the Low Barrier shower pan of 1.5". The sales manager sat down personally with the customer going over each line of the contract before signature. Mad City let the customer know we could order the custom Marble shower pan but it would take 16 weeks to make. The customer said that was unacceptable, that Mad City should have it in stock or within a week, we explained these bases are custom made and take extra time. We also let the customer know we cannot help lead times of our manufacturers. The customer refused the ordering of the Low Barrier shower pan. Mad City has refunded the customer's down payment minus the cancelation fee.
  
  Best Regards,
  ***** ****
  Mad City Windows & Baths
  Production Manager
  ************
  ************************************************************************ 

  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.
  
  November 18, 2024
  
  RE: Complaint Assigned ID #******** - Mad City response is not acceptable and incorrect
  
  Dear Mr. ************** am writing with regard to the shower that we paid you $5,250 for which was not delivered and installed.  Here are the facts:
  
  - On July 23rd we signed a contract in which we purchased a low barrier shower, which explicitly stated that we needed a to 1 inch threshold due to the age-related disabilities that my 87 year old husband is dealing with.  This contract was created by salesperson ****** ******* who we understand has since been fired by your sales manager, ***** *****.
  - On July 27th we signed a change order created by ****** ****** in which the color of the base was changed from white to gray.  This contract continued to indicate that we need a low threshold shower and if possible, we requested an even lower threshold shower.
  - On August 28th ***** ****** a sales manager, showed up at our house unsolicited and without an appointment. He was complaining that we asked him to come and we made it very clear that we did not request that he come for an appointment. After stating that ****** ****** had done a poor job of writing the original contract, hastily issued a new contract.  In quickly writing up the new order, he mistakenly checked off the section for a shower of standard height and overlooked the request for a low barrier shower.  None of this was explained to us and if it had been, we certainly would have seen the error made by ***** *****. ***** should have taken the time to explain what he was doing, but he was a in a hurry and did not carefully look at what had been selected in the original contract. When we refused to sign the updated contract he was writing, he told us not to worry and he put in handwriting, "Original contract from July 23rd is still valid.  
  - As a result, when the crew came to install the incorrect shower, we sent them home because the reason we were replacing the shower was to have the lower barrier for my husband.  
  
  As a result of Mr. ****** error in the contract, we were told that we would be without a shower for 6 months.  We did not receive any financial refund or apology from your company, which has kept our original deposit. 
  
  This type of behavior constitutes blatant elder abuse.  It was made very clear why we were buying the new shower and when the sales manager wrote up the new order incorrectly, we have been left with a financial loss.
  
  I would urge ******** to refund us our deposit of $5,250 to avoid further legal action on our part.
  
  I am attaching screenshots of the contracts in the correct order and highlighting the discrepancies created by Mr. ****** which led to Mad City delivering the incorrect product.
  
  Sincerely,
  
  ******* ****
  ************
  
  
  
  
  
  
  
  Regards,
  
  ******* ****

  

  Business Response

  Date: 11/19/2024

  Dear **** ****,

   

  After further review with Mad City's board, we will honor your request to refund you the down payment of $5,250.00. As soon as I have a date for the refund, I will give you a call to inform you when you will be receiving the refund.

  Thank you,

  ***** ****

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

• Initial Complaint

  Date:10/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business has called me literally over 20 times a day to sell me something despite my requests to be removed from their list.

  

  Business Response

  Date: 10/28/2024

  This prospect has been added to our do not call list

   

  Customer Answer

  Date: 10/30/2024

  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.
  
  This company still calls me several times a day. They appear to have lied about adding me to their Do Not Call list. 

   
  Regards,
  
  ***** *****

  Customer Answer

  Date: 10/30/2024

  Here are the dates and times I received solicitations from this business in the last 48 hours:

  October 30:

  3:54pm CT

  1:52pm CT (left voicemail)

  October 29:

  1:27pm CT

• Initial Complaint

  Date:10/18/2024

  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.

  They came to replace a bathtub and install a *** compliant shower for my disabled veteran father on 10/15/2024. During which the installation seemed to go well. My father is unable to go down to the basement to check but when I went over, the carpet in the basement was wet and there was a large amount of water. pooled in a hallway and closet. The waste pipe and secondary p-trap that serves the two bathrooms upstairs and the bathroom sink in the basement was leaking. anytime water was ran or toilets were flushed I cut out the drywall and the solder was busted. We called the next day (10/16/2024) and they sent a technician out today (10/18/2024) and he was rude and kept telling my parents that he cannot do it. His manager called me and said the p-trap was to far down the line to be caused by them busting the old cast iron tub. The pipe is copper and the p-trap is about 10 feet of pipe away from the new shower. About 8 feet vertical and 2 feet horizontal. When I explained that it was most likely the vibration from the tools and sledgehammer they used on the tub the manager said that it was impossible and the leak has been there a long time. The house was built in the early 1960's and my parents bought the house in 2006 and have had no problem with water except when there was a bad storm and that was solved a long time ago. My parents live in a very small rural town in ****** and it is hard to get a handyman/plumber out there. All we wanted is for them to keep their promise that they made during the sales pitch to repair any damage that is caused by them.

  

  Business Response

  Date: 10/29/2024

  This is response to the letter we received on 10/28/24.  I have reached out to the customer to discuss this situation and come up with a plan to address this issue.  This p trap is over 10 feet from the area we worked in and on the other side of the basement.  When our service tech went out to look at the issue, it was determined that it has been leaking for quite some time due to the fact that the copper drain has green patina on it which typically occurs after at least 5 years of water running on it, by the amount of mold growing in the area and the color of the 2x4 at the bottom.  If the homeowner would like to discuss this further and options of repair they can contact myself at ************ 

• Initial Complaint

  Date:10/11/2024

  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.

  They advertise on the internet how much a small bathroom remodel would cost in minutes and instead what I got was unending calls every day for the last 3 days. I did receive a text and you respond stop and the text stopped. I spoke with someone initially and I told them that their company was not a good fit for me and for the last 3 days I continue to get several calls a day. I have also reported to the no call **

  

  Business Response

  Date: 10/22/2024

  This prospect has been added to our do not call list

   

• Initial Complaint

  Date:10/11/2024

  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 signed contract Sept. *******. Was told it would take 4-8 weeks for installation. Were installed in April 2024. About 6 weeks later my patio door seal leaked and the gas inside made door look nasty. I called the ********* location and it took 3 weeks for someone to check it out. Was told they were having with company that made the windows and doors and had to use another company. I just got the new patio door installed Sept. 18, 2024. Its installed poorly, the screen door flew off and I had it put back up by another window installer, not associated with mad city. He wrote down all that was wrong with all my windows. Trim around the windows is busted. Orange silicone foam on trim that will not come off. I have one window that is a tilt down, fold out. I couldnt get it down to clean it. I had the other installer get it down. He said it was improperly installed and why window would not lock. Also after the patio door was installed, no wood was replaced on my deck under the door and exposed my sheet rock to my house in which water can get in my walls in the basement. No sheetrock was exposed before this installation. Inferior product, inferior installers. Poor management in addressing my complaints. I do not want mad city to do anymore work. I want quality windows and door and professional installer.

  

  Business Response

  Date: 10/17/2024

  Mad City was not made aware of any further services outside of the patio door sash that was ordered and replaced. Now that we have been made aware, we are more than happy to work with you to inspect and correct any and all installation related issues we are having. I have called and left you a voicemail with my return phone number so we can discuss these service issues in further detail to get everything taken care of.