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

  
• 

  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:06/18/2024

  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.

  They put the shower in and when they did the plumbing underneath they made it going up hill so it was not installed properly and does not drain properly....shower fills up with water.

  

  Business Response

  Date: 06/19/2024

  After speaking with the Mr. and ********************, the first visit with our plumber. He stated that the drain was slightly pitch. After my conversation with homeowner, I determined that the pitch should get replace to the right pitch followed up with a 3rd party to assure that there will be no more issues. We will have this resolved no later than 6/26/24

• Initial Complaint

  Date:06/08/2024

  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.

  ******************************* has a commercial on ** for Senior and Military Discounts. On 4-6-24, **** came to our house for an estimate for kitchen remodeling. We initially went with the total remodeling but cancelled within the 3 business days and ended up going with just the countertops and sink. I asked **** if the countertops were seamless and he stated "yes". I also asked if you are able to cut on them without a cutting board and if you can place hot pots and pans on them and he stated "yes". On 05-03-24, they came to install them and noticed the countertops had seams and I brought this up to the installers and they stated they all have seams because it is several individual pieces. I then asked them about putting hot pots and pans and cutting on it and they stated that I could not do that. Fast forward a few weeks and I spoke to ***, the manager who subsequently cut me a check for $985 because of "mistakes" that were made by the installers. It was agreed upon that a installer would come out and clean the sink I had installed due to discoloration, and if he couldn't clean it I would have a new sink installed. When the installer came to my housed on *****, he was unaware he needed to try to clean the sink. He stated he was here to fix the window frame that they damaged due to improper measurement for the countertops. He NEVER tried to clean it. All he did was look up on the internet on how to clean a composite granite sink and told me I had to dry it EVERY time I clean it to avoid the discoloration. We also did not receive the senior an military discount and this was brought up to *** who stated the discount was "written in" to the price. The discount is NOT listed on the contract. But yet when I brought up to *** about what **** stated about the seamless countertops and so on, he stated if it's not in the contract he can't enforce anything that was said but yet he can say that our "discount" is written in even though its not listed in the contract.

  

  Business Response

  Date: 06/11/2024

  Mad Citys response to this complaint after multiple conversations regarding this homeowners concerns The homeowners have alleged that the salesman misled them and have also alleged that the sink we installed is defective. Due to the issues related to the installation of the countertops and sink, Mad City has already discounted this contract by 15% ($985.00) as an act of good faith. The issue regarding the staining of the sink was brought up 12 days post install as well as the homeowners unhappiness with the products installed. An agreement was made on 5/21/24 to discount the contract and send a service tech over to clean the ****** Composite sink for the homeowners, and if they were still not happy after the cleaning that Mad City would replace the sink and drop off another set of care instructions, as the photos provided by the homeowner are indicative of hard water staining. On 6/3/24 a service tech was at the home to clean the sink and repair window casing, attached before and after photos of sink after the cleaning as well as a photo of the service ticket clearly stating the visit was to clean the sink. Spoke with the homeowner again on 6/6/24 and let them know I would still honor the sink swap despite the pictures showing the sink had been cleaned. Homeowner was not interested in that option as they stated they would just be back to square one. Mad City asked the homeowner what their desired resolution would be, and they stated they wanted to pick out a sink from *********** I then explained we only install and warranty the products we sell and going through a different vendor would not be an option. Mad City also offered to swap to any other sink option we offer, whether that would have been White ****** Composite or Stainless Steel, which was also not accepted by the homeowners. They then also brought up the Senior and Military discounts at this time, attached picture of the contract shows that all promos applied is clearly written on the signed contract and the Change Order to original agreement shows the same contracted price. Mad City offers revolving promotions and any promotion that was available at the time of contract signing was applied to this contract and subsequent Change Order. To resolve this matter Mad City is still offering to replace the sink with any sink that Mad City offers. This contract has already been discounted and all service requests have all been honored in a timely manner.

• Initial Complaint

  Date:06/04/2024

  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 salesman lied about being able to cancel after we signed the contract because of our situation. We were waiting for VA funding from the ******************* but my wife and I were declined due to our age. They now said we have a legally binding contract and we must push forward, and that the salesmen would never say anything like that to scam us and get a sale. Now I cannot get ahold of the salesmen or his manager!

  

  Business Response

  Date: 06/19/2024

  This customer called on 06/17 to confirm his scheduled install date.  He asked finance questions and was thankful for the assistance.  At that time no mention of cancellation came up.  He had no complaints at that time. The customer has not called back in the last 2 days to express otherwise.

  Customer Answer

  Date: 06/19/2024

  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.]
  
  Regards,
  
  *************************

  Customer Answer

  Date: 06/19/2024

  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.]
  
  Regards,
  
  *************************

  Customer Answer

  Date: 07/01/2024

  I have not heard back from mad city baths just to put that on the record.

  
  

  

  Business Response

  Date: 07/01/2024

  ******, at the time of sale it was understood that you need the bath and that is why you set your financing to the full amount. The VA only pays partials that are around 1/3 -1/2 of the project. You were given the opportunity to cancel in 3 days for full reimbursement, you led us to believe everything was still good by setting up and following through with the measure appointment 2 days after the right to cancel expired. You never contacted to ******** to cancel or to put the project on hold. It wasn't until ******************************************************************************************* your own screen shots show that you never did that prior to our messages.

  After your the correspondences you scheduled the install. You had other options to purchase your product and not follow through with the install. This is all on the back of your contract. you chose to install. I assume that was because of the complete financing you chose in the beginning.

  Your install was completed in one day on 6/20, you accepted the work, sign the finance documents, we were to the understanding that you accepted what you initially agreed to a fully finance job by a third party lender. 

• Initial Complaint

  Date:05/31/2024

  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 made an appointment for a sales rep to call on me Saturday, May 18 at 10 am. On Saturday 5/18 at 9 am the call center called me to say the rep could not keep the appointment and it would be a week before they can reschedule. They were so sorry however they are just the call center rep who knows nothing about the cause of this inconvenience to me. I called the main number, explained the situation and got an appointment for Monday, May 20. The rep kept the appointment, made a nice presentation and left her cell phone number with me, while I made a decision. The week of May 27 a man called to make an offer for another rep to visit and offer a lower price if I would agree to allow potential customers to see my completed job. I made an appointment for Friday, may 31 at 1 pm. Guess what! At 1 pm a call center rep called me to say the sales rep could not make the appointment and offered me the opportunity to reschedule for Wednesday, June 5. I asked to speak with a manager who could help me understand why reps always have to reschedule appointments. She again began the scrips about just being the messenger and refused my request. AND she hung up on me! I called the rep that met with me. She apologized and said because I got selected to get the call for the 2nd appointment, she can now offer me a lower price. I said I might not trust them to not pull the same stuff at the time of installation! I told her I would think about it while I waited for her competitors quote. Just want future customers to know what they are getting into with the *******, ** location of this company!

  

  Business Response

  Date: 06/01/2024

  Unfortunately we have to reschedule appointments at times due to sales reps running long on a previous appointment. 

  Customer Answer

  Date: 06/02/2024

  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.
  
  Consumers in the ******* area should be aware that in this area this companys business practice is to make and reschedule appointments.  Perhaps they are understaffed in the field.  Their call center is not well equipped to handle this and is very skilled in the dont shoot the messenger script.  And they are allowed to be rude and hang up on customers.  Not sure how they maintain A+ BBB rating.

   

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

  

  Business Response

  Date: 06/03/2024

  Mad City requests the BBB to close this complaint. We understand that it will still be made visible to the public. There is nothing that can be done to satisfy this prospect since no transaction took place. 

  Customer Answer

  Date: 06/03/2024

  [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:05/31/2024

  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 was looking to remodel my bathroom. Do I was looking at Ang list. Ever since then they have been calling me texting me nonstop. 7 days a week. Even on holiday. After I told them I'm not interested. Also text that to them after they text me. All they do is give my number to another employee.

  

  Business Response

  Date: 06/01/2024

  Mad city has added this prospect to our do not call list. 

• Initial Complaint

  Date:05/29/2024

  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.

  A 2 day installation turned into 2 weeks. After installation, we now have sediment in all of our plumbing causing low water pressure, black sediment in the downstairs bathroom, sediment even in our toilet tank. We had an independent plumber come to assess the situation and he surmised all the issues were caused directly from the installation of the shower (plumbing). Also, the black drain cover didn't fit due to the type of plumbing pipe they used so that's frustrating that the shower pan is black and we have a white cover. But all in all, that's the least of my concerns regarding this installation. I've contacted the company but I don't have faith they will do the right thing....so I guess I will have to take them to court. Already speaking to my attorney.

  

  Business Response

  Date: 05/30/2024

  We received a message that the homeowner called in about these issues on 5/28/24.  Our service manager reached out to ******* on 5/29/24 to get details about the issues at hand and put in a service ticket.  Once the service manager received this information, he let ****** know that we was going to speak with the Production Manger to come up with a plan to address it and would call her back on 5/30/24.  After speaking with the production manager, it was determined that the home has galvanized lines and when the water was shut off at the meter during install, sediment has broken loose and when the water was turned back on it proceed through the water lines and has become trapped in the filters in the fixtures.  On 5/30/24 the service manager scheduled the service to clean all of the filters in the fixtures of the home on Monday 6/3/24.  They will also be flushing water lines to remove any black sediment that remains and will be installing a black drain cover in the shower.  

  Customer Answer

  Date: 05/30/2024

  [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. 

  However, if this does not resolve the issues we are experiencing, along with the improper drain cover and rough cut drywall, and extremely low water pressure, the sediment in the toilet thats causing it yo run 24/7, the company will need to remedy the issues further.  

  So tentatively, I conditionally accept and hope the company does the right thing. 

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

  
  

• Initial Complaint

  Date:05/28/2024

  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.

  My wife and I signed the contract for a new shower on 5/18/23. We put $5,000 down. The remaining balance financed. The shower was to be put in ***** weeks later. It was installed in August of 2023. Our shower door was broken in route so we had to wait for a new door. Around November we began to notice water damage in the laundry room, which is directly underneath the new shower. Mad City did send a guy out and he cut a roof in the ceiling and found that drain tube was not installed correctly so the water was draining straight into the laundry room ceiling and walls. We also had water damage to our hardwood kitchen floors by the laundry room with the wood bowing up. The drywall in the laundry room had to be replaced along with the ceiling. The water damage repair guys had to drill holes in the base boards in the kitchen in order to get all of the moisture out of the walls. It is now almost June of 2024, and we are still waiting for ******** to complete the repairs from the water damage. We still have painting that has not been completed in the laundry room and kitchen, along with the holes in our baseboards that have not been repaired. Oh, and the shower door that finally came was installed crooked, which has resulted in all of the water seal strip coming off along with a terrible squeaking sound when opened and water leaking out when closed. We were told that another door was ordered to replace that one as well, but this has been several months ago and still no new door. I have called the individuals that came to our house with Mad City and left voicemail and text messages with no reply. I have called customer service, and was told that my complaint would be passed along but so far no one has called me back. At this point I would like them to remove their shower and give me my money back. I see that other customers have actually heard back from the company after posting here, so hopefully I will actually hear something as well.

  

  Business Response

  Date: 05/30/2024

  There was a miscommunication between the service tech and management as to what work was complete and still needed to be done. I have reached out to the homeowner and set up a date and time to complete all service work to repair the shower door and damage from the water leak. We will make any necessary repairs to the shower and home that was damaged. 

• Initial Complaint

  Date:05/23/2024

  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.

  March 6,2024 *********** came to my House we talk about his company fixing my kitchen cabinet. He told me its going to cost $21,900. I told him I have to talk to my husband first .He said his products is so much different and unique. Although my kitchen is only 8x8 because of everything he said , I want to have a beautiful kitchen.anyway. On April 15,2024 2 men came and started working in my kitchen. Telling me that Ill be surprise when they finish. April 18,2024 said they were finished.I was surprise because there were blue tapes on my cabinets and I check the bottom cabinets they did not do anything only change the 8 cabinets They did not do the inside.I have 6 drawers in my kitchen . They put some kind of material inside and made my drawer smaller I cant even use my kitchen utensils trays. My drawers was deeper before.I did not realize that they only doing the kitchens doors . And he wanted me to pay $21,900?They promise me they will be back to put a right k*** and 2 of the k**** came off already. 2 drawers dont close properly under the 2 cabinet they need to fix it I dont think Its worth $21,900 it was a nightmare I think they scam me because Im 77 years old.I gave him $2,900 for a deposit I dont want them back in my house Ill get somebody to finish it

  

  Business Response

  Date: 05/24/2024

  On 3-6-24 we entered an agreement to reface the kitchen cabinets. The install began on 4-15-24 after fully receiving all of the materials for the job. On 4-18-24 the install finished, unfortunately during the install the installer made a mistake and accidentally drilled the holes in the cabinet doors for the wrong hardware. We reordered the materials needed so that we could come back and fix the mistake when they arrived. We also ordered additional material to cover the spots where the wallpaper was damaged while removing the old trim. Our contract states to remove the trim and not replace, but because the wallpaper was stuck to the old trim and was damaged while removing it, we ordered new trim at no cost to the homeowner. The contract was to replace all of the drawer boxes with new and because they have a different style glide, they are a slightly different size that was signed for during the measure appointment. We installed the biggest drawer boxes that would fit to maximize the usable space. We laminated all cabinets and installed all new drawer and door faces with new hardware, we have never offered laminating the inside of cabinets on any job. We have all of the materials to fix the cabinet doors and trim and would be happy to return to do so, but the homeowner does not want us to come back. 

  Customer Answer

  Date: 05/25/2024

  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.
  
  [Misrepresentation: **************** initial quote of $21,900 for an 8x8 kitchen is unusually high. There is a case for misrepresentation because the "uniqueness" of the product doesn't justify the cost drastically exceeding market rates. I was taken advantage of because of my age and race. 
  High-Pressure Sales Tactics: Pressuring me to sign a contract before speaking to my husband and not wanting to discuss the price with him is high-pressure sales tactics. 
  Incomplete Work: The unfinished cabinets, smaller drawers, and missing k**** constitute incomplete work. 
  Breach of Contract: The contract  specifies the scope of work and completion timeline. Their failure to address these issues is a breach of contract. 
  I would like mad city to remove all work done in my kitchen. I will not pay for the unprofessional work that was done and it was certainly not worth $21,900. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:05/22/2024

  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 04-01-24, I spoke with **** regarding this company replacing my refrigerator that they damaged while installing the kitchen countertop. (At first I was dealing with **** previously and this has been ongoing for some time now). I heard nothing from ****; so on 05-01-24, I called ****. He has done nothing about this since our conversation on 04-01-24 when he said that he'd take care of it. On 05-01-24, he said that he'd make a "conscious" effort to get this taken care of and get me a new fridge. Today is 05-22-24 and I've heard nothing from him. I don't see what the problem is, order my fridge from ******** Appliance (where my fridge came from), pay for it and have them deliver it and hook it up (as they did my current fridge). This is the WORST company I have ever dealt with. NO service after the sale and they do NOT follow through on what they say.

  

  Business Response

  Date: 05/23/2024

  Mad City has been working on attempting to find the refrigerator in stock locally to no avail.  The refrigerator was purchased this morning, by special order due to color. and will be installed within 15 business days.

  Customer Answer

  Date: 05/23/2024

  [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:05/16/2024

  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 company harasses me by calling me at least 19 times every day from morning to night time from various phone numbers after I spoke with them and found out they don't provide the service I need.

  

  Business Response

  Date: 05/17/2024

  This prospects number has been coming to us through a lead generation system we use where they may have expressed interest in a product we offer. We have never spoken to the prospect. We have removed their number from our system and have communicated to the lead generation source that they don't want to be contacted any longer.