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

  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

  
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  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:10/10/2024

  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.

  MadCity window and bath installed my new showers on 11/15/23. I am very disappointed with the caulk that was done on both showers. I reached out on 12-1-23 about caulk and some other minor things. They did repaired the things I did report. Caulk was one of them. Looking at now my caulk is terrible looking. Gaps in area starting to mold and I am very upset. These people have been hard to deal with.

  

  Business Response

  Date: 10/18/2024

  I apologize for the inconvenience as I am now the acting operations manager of this market and I was not aware of this issue. I plan to reach out to the home owner today and make sure everything will get resolved immediately.  Again, please accept my apologies on behalf of mad city as we pride ourselves on quality work and customer service and this will be addressed today. 

  Customer Answer

  Date: 10/18/2024

  [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 22405820, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  Leanne Metten
  

• Initial Complaint

  Date:10/09/2024

  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.

  September 9, 2024 $12,710.00 Mad City tells us, ***** and myself, we signed a contract with ******** after the job is done. We dont agree with Mad City. $1,210.00 Seat The seat should be lowered down to 15" from the base/ floor.

  

  Business Response

  Date: 10/17/2024

  Hello. My name is ********* ******. I am the production manager for ******** over ************. I have been the one trying to work with this ** concerning this matter.

   

  We completed this job on 9/5/24. ** called in about about their seat height concern on 9/9/24. Our field manager opened a service ticket on 9/10/24 which I followed up on later that day to try and schedule. This was initially for inspection purposes. I did not get a response and left a voice mail. I followed back up on 9/17/24 and did not get a response. I left voice mails on ** numbers provided. No response. I followed back up on 9/23. Again, no response. I left more voice mails.  On 9/24/24 Ho sent email to our field manager of his concerns. ** responded to the ** we have been trying to reach. I followed up again on 9/24/24. No response, left voicemail. On 9/25/24 ** called our FM inquiring about compensation. ** explained to them I've been trying to reach them to set up a service if needed. ** contacted me on 9/30. I attempted to schedule a day to come out to see if service was needed but he refused to settle on a date. He later got back with me and we settled on a date for 10/7 to have a service tech come out and see if it was possible to lower his seat any. Our service tech was able to move the seat down about 1". ** was still upset about the height. I explained that was all the tolerance we had at the height they had chosen. We have a signed, and initialed, document for these reasons. I let the ** know in order to lower the seat any further, we would need to replace the wall panel and I would be happy to give them a quote. He then said he would be in contact with his lawyer.

  We did our best to work with **. You can find in the their documents signed forms for project completion certificate, bath checklist(which documents chosen accessory locations) and a service & completion agreement stating all was well at the time of completion.

   

• Initial Complaint

  Date:10/07/2024

  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.

  Had a new shower installed on August 2024 was not happy with the *********** Mad City Windows & Baths, LLC 08/16/24 I pad $9500.00 They committed to me that I would have a shower installed to my specifications in the contract and that they have a high price due to them making sure and replacing anything that they find wrong so that there are no hidden fees.The nature of my dispute is the ********* did not do a good job and he when he replaced the floor in my shower the underlayment was full of black mold 2 layers of flooring and he just covered it up with an new sheet of underlayment.The company did send out someone to look and I had to have the complete installation removed and replaced and that is when I found that the 1st ********* did not remove the damage that was under the shower before he installed a new one.I have contacted the company and did not come to an agreement with them on lowering the cost due to them not installing and providing proper installation and upholding their contract.

  

  Business Response

  Date: 10/15/2024

  Mad City did replace the customers shower 8/15/24. The installer did a poor install which the customer called in and stated there was multiple issues. We came out and inspected the job agreeing that we would have to **** the install at no cost to the customer. We did come back on 10/04/24 and removed the existing shower and replaced all materials including the sub floor that was water damaged. Customer was pleased with the work of the second install. We did offer the customer a small discount but she would not accept, she asked for 50% back. We feel the discount along with replacing all materials was appropriate offer to the situation. 

• Initial Complaint

  Date:10/07/2024

  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.

  The repairs to the drywall on kitchen ceiling is falling apart due to The leak in the forgot to seal the drain issue, I want the repair fixed properly as this company has no respect for its customers

  

  Business Response

  Date: 10/15/2024

  Homeowner has been contacted and an inspection with a Field Manager has been scheduled for tomorrow 10/16/2024 at 1pm. After the inspection is completed we will figure what steps need to be taken to rectify any mistakes stemming from the initial install. 

• Initial Complaint

  Date:10/04/2024

  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 went in contract to have my cabinets in kitchen re surfaced, and new hardware and countertops. The job was suppose to take 2-3 days max to complete.Mad City had contractors out beginning of Aug to complete the work. The measurements were off on the countertops so they were not able to complete full installation. They resurfaced the cabinets and replace the hardware on all but 1 drawer. Company said they had to re order countertops and would take a few weeks to come ***** the meantime the riged a partial countertop on one side of kitchen, then put plywood on the other countertops. Contractor left and I had no sink.Mad city came back out rig a sink. The disposal and dishwasher was not put back so its been over a month without them. Countertops finally come in. They sch to come out and put in on 10/4. NO ONE shows. Mad city says that miscommunication bc they didnt know I wanted my electrical outlet put back in the countertop and could not get electrician till Monday. Mad city removed the outlet, why would it not be put back with new countertops?? So now they are suppose to be back out Monday to complete. I have went 2 months with a partially working kitchen. No dishwasher or garbage disposal to use and now again I have to wait because of more miss communications I am very upset and stressed out because of this and I regret hiring the company to do the job!!!

  

  Business Response

  Date: 10/07/2024

  Counter top was originally mis measured and reordered on 8/12/2024 while install was in process. Provided Homeowner with temporary sink until replacement countertop was received and installed. Homeowner was made aware by  the Field Manager  the lead time on the reordered countertop was approximately 4-6weeks. Measure walk through states that Homeowner requested the electrical be moved to the back of the Peninsula. Reordered countertops were received on 9/27. While confirming service appointment with Homeowner for 10/3/2024 it was requested that the outlet be placed back into the countertop. Field manager called and spoke with Homeowner stating that if she wanted both to be completed at the same service appointment the electrician was not available until 10/7/2024. Homeowner agreed to move service to 10/7 so service was moved from Friday to the following Monday. Service to be completed 10/7/2024 and will reach out to Homeowner to discuss a price reduction only when project is 100% completed. 

  Customer Answer

  Date: 10/08/2024

  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 told by field manager that they hoped the counter tops would be in 1 to 2 week. Not 4-6 weeks.

  i never asked for the outlet to be moved to the cabinet. This was not something that was discussed with me at all. It wasnt until I ask if the outlet was originally going to be put back? that I was informed it was not going to be put back on my counter top. 

  the contractor came back out on Monday as promise the 7th. The electrician did not show AT all. Counter tops are put in now and plumber is out today 10/8 to hook the garbage disposal and dishwasher back up. ( as I have went 2 months without them)
  

  Everything besides the outlet should be complete today as the electrician NEVER showed. I am suppose to meet with field manager this afternoon to discuss compensation. 
  

  I am waiting to hear from field manager today. 
  
  Regards,
  
  **** ****

  Customer Answer

  Date: 10/21/2024

  I am not not satisfied with the way that Mad City has tried to resolve my complaint. I have recently received a email response stating that they are not going to be deducting anything from the price That I am being charged. In their response, they stated that I had agreed to put an electrical outlet on the back of my cabinets and that I signed for it. This was 100% incorrect and it was added to the contract. After the fact. I have explained to ******** That this is not OK. I explained that adding something to a contract after someone signs doesnt mean that the person agrees to it. Not only that I have to wait two months to get my countertops put in due to a air on Mad Citys part, but I went two months without my dishwasher being hooked up or my garbage disposal, being hooked up. Then when they finally come out, the electrician never shows, so I have my countertops in now, but I still dont have my electrical outlet. They finally hooked up my dishwasher and garbage disposal so that is not working and Im still waiting for the electrician to come out and fix the electrical outlet issue. Communication with Mad City is horrible. Because of all this they have offered to give me a $250 gift card. I explain to them having to hand wash dishes for two months due to their error is not acceptable amount to rectify the situation that this is caused, I have continue to ask for at least 10% off what Im being charged because this has been a nightmare. My last response to Mad City was and Im waiting for a response back from them now which will most likely be next week. Mad City has been a complete nightmare and I wanna make sure that other consumers are aware of the issues so that this doesnt have to happen to someone else , ******** is a company that hires contractors to do the actual install. Again, I am not satisfied with the way that Mad City is trying to resolve the issue and I wanted to update my claim through the battle Better Business Bureau. Thank you. **** **** **********

  Customer Answer

  Date: 11/06/2024

  I have heard from the company and after several back and forth emails they denied my request for compensation off my bill.  They continue to say that the courtesy $250 gift card rectified the situation. 

  
  

  I tried to go above the manager in ******** to contact the corporation but they did not have any contact information for me to do so on their website. 

  
  

  I tried to explain the hassle I went through with not having countertops, a dishwasher, and a garbage disposal for 2 months and they just continued to respond with they considered the $250 gift card to be compensation and they considered the issue resolved. 

  
  

  After my last email, they have no longer responded to me. 

  
  

  I am *****% unsatisfied with the way that Mad City handled their business and their customer service. The amount of money that they charge for their services, you would think that they would want to ensure that their customers are happy. 

  
  

  My Kitchen is finally complete so they did finish the work. But something that was said to be a 2-3 day job was 2 months. ******** has horrible communication. Also per their policy they will not even give their managers #'s out to clients. We have to continuously talk to them via email. Which is a red flag for a company as well!! 

  
  

  I will never use Mad City again and I hope that no other consumer gets stuck with this horrible customer service!! 

• Initial Complaint

  Date:09/20/2024

  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 requested a quote I never got one but get phone calls all day and night every day for the last four days I even said they had the wrong number I block the calls but they keep coming this is harassment

  

  Business Response

  Date: 09/21/2024

  This prospect has been added to our do not call list

• Initial Complaint

  Date:09/20/2024

  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.

  Have been called numerous times from different numbers after submitting an inquiry. After reading all these complaints, I dont want anything to do with the company. Need the calls to stop.

  

  Business Response

  Date: 09/20/2024

  This prospect has been added to our do not call list. 

  Customer Answer

  Date: 09/21/2024

  [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:09/20/2024

  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.

  We have issues with our kitchen cabinets, peeling, parts coming apart, stain coming through. There is a lifetime warranty and I have contacted the company 4 times with no response from them.

  

  Business Response

  Date: 09/22/2024

  We have recorded 2 messages on 9/05 and 9/16, both calls were responded to with voicemails. Please contact the service department directly at ************ or email at ************************************************ M-F 8am -4pm.

  We will continue to try to reach you on Monday and are happy to service any issues you are having.

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

  Madison Production Manager

   

  Customer Answer

  Date: 09/23/2024

  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 did not receive any voice mails from MadCity. I tried to call the number that MadCity gave in their response this morning, the message said there is no one available to answer your call.
  
  Regards,
  
  ***** *********

  

  Business Response

  Date: 09/24/2024

  It is my understanding that after email and text the service ***** was able to connect today and there is service schedule for next Tuesday Oct. 1st.

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

• Initial Complaint

  Date:09/19/2024

  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.

  9/18/24 Predatory business practices. Lies regarding product, such as who manufactures it and options available. Claim the windows are made by them but actually made by ********. Very pushy and difficult cancellation. How do they have a 5 star rating with the BBB?

  

  Business Response

  Date: 09/19/2024

  The complaint states that the resolution is cancellation. This person is not listed in our system as an active customer therefor there is nothing to cancel. Per their complaint it does appear they had a sales appointment with them although the name does not pull up in our sales system. It is possible the person filing the complaint was not the main person the sales appointment was requested from. 

• Initial Complaint

  Date:09/15/2024

  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 was on a website looking at dimensions of shower enclosures and I entered my contact information to get further into the website. I guess it was immediately farmed out to ******** Baths. In 5 days I have recieved 18 calls for Mad City using about 15 different numbers. I answered one call and said it was a mistake & to remove my number. I have blocked every number that Mad City has used but they seem to have an unending amount outgoing numbers. I searched for a way to email them and ask them to stop, but I couldn't find one. Please remove me from your call list.

  

  Business Response

  Date: 09/16/2024

  This prospect has been added to our do not call list

  Customer Answer

  Date: 09/16/2024

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