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

  2900 SE Enterprise Dr Grimes, IA 50111

  
• 

  Mad City Windows & Baths

  2621 Fairview Ave N # 600 Saint Paul, MN 55113

  
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  Mad City Windows & Baths

  Peoria, IL 61615

  

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:07/10/2024

  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.

  On July 2,2024, *********************, a representative of ***************************************************** came to me house to give me a quote on replacing my tub with a walk-in shower.I told him I had financing arranged and he went ahead and called ************************ LLC and arranged a loan - which I did not want. Today I got a letter from *********************** telling me I could borrow $7,956.82. They wanted my social security number. I said "NO" and stated I did not want a loan.********************* of MadCity wanted me to give him $100 down payment that day (July 2, 2024). I didn't give him any money. I said it was too expensive and I hadn't had a chance to talk to my husband about it. The was a special price if I signed on July 2 - around $11,000. *** than gave me a 1-year guaranteed price of $17,683.00. MadCity has called me several times about installation even though I stated on July 2, 2024, I did not want to go through with the project. They even sent through the loan paperwork.They have not done any work. I don't want them to do any work. I don't want to ever hear from them again! I don't want to borrow any money from ************************ LLC (Re: *******) or anyone else. I just want them to leave me alone!

  

  Business Response

  Date: 07/11/2024

  Mad City does not have a contract with this prospect. The appointment referenced in the complaint is marked in our system as "Did not sell". They are also marked in our system as "Do not call" and won't be receiving any calls from our marketing center.  During the sales appointment the person applied for financing but given that no contract was signed it will not be active. 

• Initial Complaint

  Date:07/08/2024

  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.

  On March 16th, 2024, me and my fianc had a mad city windows & baths representative come to our home and explain benefits of doing business with them. We had been contemplating going with some more energy efficient windows anyway, and they seemed to have quite a few perks in comparison to other companies. We made it very clear multiple times that we couldnt pay anything until November 2024. ****, the representative, stated there was a 6 month deferment after installation, so our first payment wouldnt be due until November, so long as the windows were installed in May. Sounded perfect, so we went forward. **** called a loan company and found that we were approved for the $20,000, the cost of the job. To our understanding, we again, wouldnt pay until November.A few weeks later, I received mail from the finance company saying my first payment was due in 3 months. Apparently, we were only approved for a 3 month deferment, and werent told anything about it. I contacted Mad City Windows & Baths about this and tried for months to get ahold of the finance manager, who ignored me for months, until today when she finally agreed to speak to me. She said there was nothing they could do, besides potentially seeing if a different loan company could offer a better deal, but we were told there was only two options for loan companies and one declined us, so our current loan company (service finance) is the only one that will work. I also found out that even though me and my fianc were suppose to both be on the loan, only I am, something that, again, was not communicated to us. I dont trust Mad City Windows & Baths to do any more with my credit or information, and any other loan inquiries can damage my credit more. Due to the negligence, lies, and fraud of this company, I wont be able to make the first payment when its due, resulting in significant harm to my credit score.

  

  Business Response

  Date: 07/09/2024

  Mad city has agreed to cover a payment of 300 dollars for the customer of which a check will be sent to the customer from mad city

  Customer Answer

  Date: 07/09/2024

  [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. Thank you.
  
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:07/05/2024

  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.

  Was not informed smoking would damage product. I was smoking while the sales person was here. He was very aware that I smoke. I would not have gotten the product if I was nade aware. Now it looks terrible

  

  Business Response

  Date: 07/06/2024

  Customer contacted us on 2/29 stating that he had yellowing caulk and a chip in the pan. We came out on 3/6/24 and replaced the caulk also informed him that this is caused by smoking not due to faulty product. The customer called in again on 7/5/24 stating that the caulk again yellowed after explaining that again this is caused by smoking he began to curse and blow up at us. He was offered an option to try and clean the caulk or if he wanted to replace it again that it would be at a cost to him. He refused that option and remained upset. The yellowing caulk does not affect the function of the shower at all. This is not a common issue we see but does happen in homes with heavy smokers from time to time. We will again reach out Monday 7/8/24 to again offer cleaning options for this customer with approved solutions.

  Customer Answer

  Date: 07/09/2024

  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: 07/15/2024

  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.]
  These employees are lying. I was never told by anyone not to smoke. Never ever.
  Regards,
  
  ***********************

  

  Business Response

  Date: 07/15/2024

  We have reached out to the customer on 7/8/24 and offered some tips and cleaning solutions to try and resolve the issue.

• Initial Complaint

  Date:07/01/2024

  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.

  My husband and I met with a Mad City sales representative in our home on June 22 to discuss replacement windows for our home. We had a great discussion with the rep and liked the product immensely. We agree to move forward with 11 windows and 1 patio door. Although we could have paid for the entire project in cash, we opted to pay a significant amount down and take advantage of the 18 month same as cash financing for the remainder. We verbally provided our SSNs to the sales rep for financing pre-approval and the sales rep showed us on his tablet that we were fully approved. .He said we would receive a DocuSign link to the loan documents. My husband and I each received an email with a link to sign the documents. We did not do so right away, as we were finalizing other paperwork with the sales rep. ***** that afternoon, I noticed I had an email date/time stamped 19 minutes after the document link email that gave a new link to signed documents. Neither my husband nor I had signed the documents at any point. All loan documents were signed in our names from an IP address that does not match our home network. I contacted the finance company the next business day and was told the loan documents can be signed either by using the email link or directly on the sales rep's ******** Again, we had done neither. The only way the loan documents could have been signed in our names is the sales rep using our SSNs to do so. I called the sales rep, and he said he didn't understand what had been done wrong. Signing someone else's name on legal documents is forgery, and a felony where I live. We immediately cancelled the contract with Mad City and sent the finance company a rescission notice. I contacted our bank to ensure the down payment amount could not be taken from our account. I reported the incident to our State ************************* and the **** If this is a normal practice for Mad City, they should be prosecuted.

  

  Business Response

  Date: 07/09/2024

  This Service Finance application decision came in at 2:00pm and documents were signed at 2:19pm.  "Signing" is pushing a button on docusign and can be done either on the tablet or by logging into the account online. It is standard for the process to take place with our rep on the tablet during the sales appointment. We only ask customers to e-sign by email or on the website when there is an issue getting documents signed while still in the home. To clarify, the process doesn't actually involve a literal signature but a selection of a signature style and then tapping the sign button. There isn't a way for the sales rep to do this later. 

  Customer Answer

  Date: 07/09/2024

  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.
  
  We did not, at any point, view, acknowledge or sign loan documents via email or on the dealers tablet. The only documents shown to us on the tablet were the sales presentation and the loan approval notice. The loan documents could only have been signed by the dealer. It is irrelevant whether the process is automated - someone other than me applied my signature to a legal document. That is forgery. 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 07/11/2024

  This customer's contract status is Cancelled within Recission in our system. The financing was terminated. Regardless of the customer's recollection of what took place at the sales appointment we will point out again that there is no way for any of our staff to apply their signature to the loan app. Given a contract was signed agreeing to purchase a product and they state themselves that they wanted to take advantage of the finance program and therefore applied for the financing lends all merit needed that show that they willingly moved through intentional steps with the sales rep to finalize the process. There isn't anything Mad City can do to remove data from a credit record. Mad City requests that the BBB close this file. We understand that this complaint will still show on the BBB's website for the public to see.  

  Customer Answer

  Date: 07/11/2024

  [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 ********.  I know exactly what happened during our sales appointment, and that it involved an illegal use of our SSNs. This complaint can be closed, since the company will never publicly admit to wrongdoing. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:06/28/2024

  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.

  This is for Mad City Showers (madcityshowers.com) - which is the same company as the one I selected. The site their add took me to claimed I could get a price to get the local cost. (screen shot attached.) I completed the information they asked for and I immediatly received 3 calls and a text. I spoke to one person who refused to give me a price without visiting my house to work up an estimate. This is bait and switch and a bad business practice. 3 phone calls and a text within 1min is almost harassment. I told them to remove me from their system and put me on their do not call list. they said they would and it would take 24 hours. ***********************************************************************************************************************************************************************************************************************************************************

  

  Business Response

  Date: 06/29/2024

  Mad City has removed this prospect from our call list as requested. 

• Initial Complaint

  Date:06/26/2024

  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.

  These people send door to door salesmen to my house at least once a month. They ignore no solicitation signs, they have been asked to leave, they have been complained about on the phone and online and they keep coming. I don't want your windows

  

  Business Response

  Date: 06/27/2024

  Mad City has reminded our team to look for and honor no solicit signs that homeowners have posted

• Initial Complaint

  Date:06/23/2024

  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.

  I had ******** Windows and Bath come to my home to give me an estimate on 6/8/2024. They pressured the sale and didn't give me the correct information. They told me that if I cancel after 3 days, I would lose my deposit. I canceled by mail on 6/12 and didn't hear anything. I called to cancel on 6/21 and the service is not scheduled for another two months. They told me that I only had 3 days to cancel for the whole thing. That is $17000 that I am liable for. The contract is not even clear. It is misleading telling you that you will lose what you paid and material you have at your location. I did not get materials. I paid $100 which I am ok to lose. They are scam artists. I called and the lady that answered said that I signed the contract and they will do the service and I will pay for it. The guy who came initially told me I would only lose my deposit. Scam. Never go with this company. 3 days in writing and then they claim they didnt receive it. *****************. I will make sure every one knows just how dishonest you are.

  

  Business Response

  Date: 06/24/2024

  Mad City has not received the customers right to cancel. During our recent conversations with her, she first stated she sent it on the 6-12 but today stated she sent it on 6-13. The customer signed the customer's right to cancel form at the time of the sales appointment and received a copy of the customer's right to cancel form which clearly explains the process and timeline in which a cancellation can be initiated. The customer had 3 business days to cancel and considering we did not receive the cancellation, the product on contract was ordered and production cannot be stopped leaving ******** with the custom materials for the project if the contract is not honored by the customer leaving us with either the option to install the product as intended for the contract price or for the customer to pay the fees outlined in the legal terms of the contract.

  Customer Answer

  Date: 06/24/2024

  [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:06/22/2024

  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.

  We had a sales representative come out to quote a price on removing a tub and putting in a single shower. We responded to a TV ad that by calling in and being one of the first 50 callers, we would receive a $50 check for having the representative out, even if there was no purchase. 1. Sent the required form in for the $50 on May 3. We were told the check would be to us by June 3. Has NOT come yet!2. The quote was for (hold on), $22,500. A single shower. When we displayed our astonishment, the price went down to $17,500, then $11,800, then after a phone call to corporate, $7,500. We declined to use Mad City (isnt it curious how much the cost changed but the job didnt ?)So, no $50 and some serious questions about the business.

  

  Business Response

  Date: 06/24/2024

  A Mad City representative will reach out to this prospect

• Initial Complaint

  Date:06/19/2024

  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.

  I stopped by one of Mad City's kiosks/trailers at a fleamarket. I agreed to have someone come out and quote me for new windows. This was on a Friday afternoon. That same afternoon, my phone blew up with a "scheduler" calling me multiple times "to verify the appointment for the following Monday." I was busy running errands and told the woman we were still on for Monday and to stop calling me. Finally, after getting several calls ****************** I told them to cancel the appointment and stop calling me. I was beyond annoyed at this point. Since then, I have been bombarded with spammy text messages, typically 20 to 30 a night. Today, overnight, I received over 140 text messages. I keep blocking and reporting the messages as spam, but they keep coming in from different phone numbers and email addresses. This is the only thing I've provided my information to recently that could have caused this. Please stop it! Please delete my data from your systems immediately!!!

  

  Business Response

  Date: 06/19/2024

  We called this prospecr to confirm, and she asked do not call on 5/19 @ 1:43 PM. We have not called or texted her since that date. The spam messages she is receiving are not from ********. We have also added her to our do not call list.

   

  Customer Answer

  Date: 06/19/2024

  [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:06/18/2024

  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.

  The company Mad City is harassing me by spam calling me from different phone numbers. Ive never purchased anything, nor had any association with them whatsoever. Theyre repeatedly calling me everyday, 20+ times a day. I have blocked every number of theirs but they continue to harass me from different phone numbers.

  

  Business Response

  Date: 06/19/2024

  A woman named ***************** inserted the listed phone number in an online request for a quote. Mad city has called this number due to the request but never actually spoken to anyone.

  We have now added the phone number to our do not call list.