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

  
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  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:05/16/2024

  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.

  This began on 2/2024 after getting quote from ******** on new walk-in shower. My mother decided to accept the quote but could not qualify for financing. She asked me to co-sign which I agreed to do at 6% interest rate with ******************* However, the loan documents indicate that the sales representative placed the loan in only my name and at *****% interest rate. I would have never accepted an absurd interest rate...I may have accepted having loan only in my name if informed that was only way to gain financing but was never given that option. They also charged us for services that were not provided (shower bar never installed and wrong foldable seat but no credit given).

  

  Business Response

  Date: 05/21/2024

  There was no seat on contract. Mad City installed a folding shower seat at no cost to the customer as a courtesy. Per the shower bar not being installed if this is in reference to the curtain rod, the customer requested us to not install our shower rod as they were going to install a shower door soon. This is documented on the completion form and signed by the customer along with the request of a shower seat which we completed shortly after as a service appointment.

  Per the financing, the customer was aware that there were multiple finance applications processed, and customer did not qualify for the lenders that would offer the best rates. Customer was declined by both Service Finance and AQUA Finance.Customer would have received those decisions from the lenders by mail at the job residence, where customer stated he is ************************. Customer claims the sales rep put the wrong email on the contract and sunlight application and that the email is for his mother. He did not ask his mother if she received his financing documents. Customer did not contact us to obtain the loan information or documents at any time prior to receiving the packet from Sunlight in the mail after the loan was funded.

• Initial Complaint

  Date:05/14/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have asked repeatedly for this company to stop calling my mobile cell and they will not respect this request. I get about 3-4 calls every day since February 2024 from this company, despite me telling them to stop. I am also on the "do not call" registry for unsolicited calls.

  

  Business Response

  Date: 05/15/2024

  We have added this prospect's phone number to our do not call list.

• Initial Complaint

  Date:05/13/2024

  Type:Sales and Advertising 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 to reface our kitchen cabinets. When they said they were done we pointed out that the inside edges of the cabinets were left the original brown color instead of matching the white of the new doors and other surfaces. Before signing the completion the representative wrote this problem on the papers. We have since not heard anything from ********. Very upset about this outcome. They could have at least painted those edges to match.

  

  Business Response

  Date: 05/14/2024

  We have reached out to this customer to address his concerns and will be working with him on a solution.

  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.  They sent technicians promptly to correct this problem. They have done the necessary work with no hassle and the cabinets are perfect now.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:04/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had two showers installed with a price quote that would be a monthly payment of $215. The total cost was $20,000. Once they were installed, I was told me the cost per month will be $266 a month. I was able to negotiate a price of $240 a month, but I was clear that I can only afford the cost I was quoted. They told me they tried to get me to that price, but it would go through. I would not have purchased the showers if I was given that price. $215 is what I can afford. That is already close to breaking my budget. I need the payments to be what I was quoted and no more than that. Honor the contract.

  

  Business Response

  Date: 04/29/2024

  Our financing department had been working with this homeowner to get the financing for this project adjusted to match the information given in the complaint. On 4/4/2024 updated loan documents were submitted to the homeowner. On 4/5/2024 the homeowner said that that she would be signing these updated documents and everything was handled. On 4/9/2024 we received the letter of the complaint and I followed up with the homeowner to make sure everything had been addressed. She confirmed that everything was resolved, and that she was sending an email to the BBB to have the complaint removed.

• Initial Complaint

  Date:04/25/2024

  Type:Order 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 would like to file a complaint against Mad City Windows and Baths located at ********************************************************************************************Their sales representative ******************* and another gentleman arrived at our house on Tuesday, April 16th for a 6pm bathroom remodel consultation. We signed a contract with them but stated we would not need financing because we were in the process of getting a loan from our mortgage company.After reading over the contract Wednesday, we decided we did not want to do business with Mad City due to discrepancies in said contract. The contract stated we had three days to cancel by signing a CANCELLATION FORM that sales representative ******************* somehow forgot to give us during the Tuesday evening appointment.I called Mad City's cancellation telephone number over 7 times Thursday April 18 trying to request a cancellation form. I received a call back that afternoon stating that a representative would bring the form and our $100 cash deposit to our home Monday April 22,2024. When ********************* arrived, he did not have the cancellation form or $100 deposit with him. Tuesday morning my husband ***************************, who has limited mobility due to a recent foot surgery had to go out to their Olathe location and demand the cancellation form and our $100 deposit back. Yesterday Wednesday 4/23/24 we received a letter from a company called Service Finance claiming we had requested financing through their company by Mad City. WE HAVE NEVER REQUESTED FINANCING FROM MAD CITY WINDOWS & BATHS OR SERVICE FINANCE. If a application was filed with Service Finance, it was filed fraudulently and WITHOUT OUR PERMISSION by their sales representative ********************** husband and I are both elderly and I believe that's why we were taking total advantage of by Mad City and their sales reps.I have enclosed a letter and pics of phone calls I have made that I mailed along with the cancellation form. Thank you for any help you can give us to resolve this matter.

  

  Business Response

  Date: 05/10/2024

  The customer's contract was in fact cancelled in April 2024

  Customer Answer

  Date: 05/10/2024

  [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. 

  Mad City Windows & Bath immediately responded to the complaint and sent out a representative to our home the same day with a CANCELLED CONTRACT LETTER and our $100 cash refund. We are completely satisfied with the outcome of our complaint.

  
  Regards,
  
  ******* & ***********************

  
  

• Initial Complaint

  Date:04/22/2024

  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.

  The company came in February, 2024 to reface our kitchen cabinets. When they were done I asked why the under cabinet was not done and they said it wasnt on the work order. We did sign a paper stating they completed what was on their order because we believed they were being truthful. When we questioned the contractor he said the cabinets were to have the under cabinet done and sent a crew back to do it. Since then weve had the original crew back twice and they completely made a disaster of the refacing of the cabinets. It is now the end of April and they still look terrible. We received notification our loan is to start which we were told wouldnt happen until the kitchen was finished to our satisfaction. It is far from being completed to our satisfaction. Its been a headache since day one. The quality of work and of their product is definitely not was presented and promised to us. To be charged $24,000 charge for what we received is definitely over priced.

  

  Business Response

  Date: 04/23/2024

  I called and left a message regarding some service concerns and to discuss any new information. An inspection and walk-through has been scheduled per *****'s request for April 29th with the Field Manager. This is to ensure that we achieve a 100% resolution for the completion of the service to the homeowner's satisfaction. Once the service has been completed to the homeowners' satisfaction, we will discuss a price reduction.

• Initial Complaint

  Date:04/09/2024

  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.

  pipe that the shower head is attachs to is leaking and would like it repaired. also a s**** came out of some place and I can't find where it goes. I have the s****

  

  Business Response

  Date: 04/09/2024

  *****, 

  We have never heard form you about this needed service. I will have the service department contact you to resolve this. 

  Please in the future contact us directly to resolve service requests and not contact BBB for issue we have never heard about.

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

   

   

• Initial Complaint

  Date:04/02/2024

  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.

  Salesman came and reluctantly we agreed to the high price because we were told we were getting every discount possible and this would be a lifetime warranty. In one week from installation the back shower wall began to pop out and it had to be replaced. The installation crew did not seal it properly. Another week passed and they finally contacted with a date to come and replace it. When they replaced it they damaged chair rail and ceiling and we called the manager. The manager said the crew did not know how to fix the ceiling they messed up. The manager has contacted and said he cannot come and fix due to dental work being done. He has suggested us to now find someone local. We are very disappointed and unhappy with this situation. Salesman has never called back or checked on whether we liked it or not or even if work was done. Guess he got his collection on us and we're no longer important. For the amount of money spent on this product we have great regrets. My husband was going to do the work and could have done better than the crew that was sent. There was a language barrier as well. Would not do this again and will give bad reviews to anyone asking.

  

  Business Response

  Date: 04/03/2024

  I did speak with ********************* about Mad City trying to find a local contractor in ********* **. After trying to find local contractors and even contacting ****'s for contractors I was unable to find anyone due to the small area of the scarred ceiling. I spoke with ******************* today at 3:35 pm to schedule a day and time to get this resolve immediately which I myself will do the repairs to get this matter resolved immediately. I will be waiting on *********************** phone call to get this scheduled and resolved. This could have been avoided if my installer had taken better precautions when he install the new panel in the shower, however Mad City will take every necessary step for this to be completed with the result of the customer being satisfied after all repairs have been done including painting the stair rail.

• Initial Complaint

  Date:04/02/2024

  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 2/21/24 I contacted the ****** office, explained my situation and told them I needed to cancel my contract. I was told it would be $7000 because they had it in stock. I called on 2/23/24 and used the website on 2/24/24 to verify it was $7000 and that I would receive a receipt and lien waver. I was left a voice-mail on 2/26/24 confirming the amount, to make the cashiers check out to Mad City Windows and Baths and that I could bring the check to the ****** office.I called on 2/27/24 to clarify that $7000 would completely cancel the contract, he said yes. I asked about the wavers from Mad City and Luxury Bath Technologies and was told I would only be getting one from Mad City. I asked if someone would be there who had the authority to authorize the receipt and waver and was told yes. I asked if the ****** location was still okay and was told yes.3/4/24 I went to the ****** office and she had to call the cancelation ***** because she couldn't cancel it. I talked to them and was told that to give the check to the ****** office and within two weeks I would receive an email with my receipt and waver. She gave me a Payment Receipt and Authorization form for the $7000 check.On 3/14 I got two pieces of paper and one said I owed $6188 and once the payment was processed I would get my waver.I called the ************** on 3/15 and talked to a lady, explained what I had and she told me that the waver was in the mail and gave me a tracking #.I called back on 3/28/24 because I hadn't received any more mail and the tracking # was for the paperwork I called about on 3/15. I got the same lady and actually read the first sentence on the paper that said I owed $6188 and it would have to be paid before I got my waver. She told me that a specific person would get in contact with me to figure out what the issue was.It's now 4/2/24, I haven't gotten a phone call or email or regular mail and I would just like to get my receipt and waver.

  

  Business Response

  Date: 04/02/2024

  Mad City will be looking into this and send out a new lien release and receipt as soon as possible. 

  Customer Answer

  Date: 04/03/2024

  [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 as long as I receive the waver and receipt in a timely manner, I find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:03/31/2024

  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.

  Deceptive Advertising suspected: The problems discussed below suggest concerns about the legitimacy of the service and product advertised.The problems discussed below mainly deal with issues after the initial install was completed and occurred during a manufacturers lifetime warranty.Problem experienced with product: Shower door does not fit squarely in the opening (on 3/30/24 the door opening is 31 and 9/16 inches at the bottom and 31 and 13/16 inches at the top, this is partially due to mis-sizing of the door frame and partially due to the shower door frame with the latch is not vertical.Problem experienced with product: When opening, shower door doesnt open easily, rattles, the lower portion by the hinge wags back and forth uncontrollably and makes a creaking noise (these videos texted to **** on 3/31/24). Shower door was installed 2/2/24 and this problem did not exist till after the shower door was re-installed on 3/18/24.Problem experienced with product: Shower door ***** appears broken near the top of the shower door. Shower door was installed 2/2/24 and I did not notice or formally report the problem before the 3/18/24 re-install.Problem experienced with service: Corporate not responding to my earlier BBB request for their assistance on 2/25/24, 3/1/24, 3/7/24, 3/9/24 and a phone call on 3/8/24 which attributed to my complaint being closed by BBB with the reason that the customer was dissatisfied (and the issues were not resolved or addressed by Corporate).Problem experienced with service: Installation has taken 4 months so far. On-site installation began 12/4/23 and the next service appointment scheduled for 4/8/24 to replace floor tiles broken during Mad City work 0n 2/2/24 before the initial installation completed.

  

  Business Response

  Date: 04/01/2024

  Mad City already has a scheduled service appointment on 4/8/2024 to repair the door, and tile issues. Verified all issues and appt with Homeowner.

  Customer Answer

  Date: 04/11/2024

  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.
  
  6 Fixes needed (CORPORATE intervention needed for fixes F.1, F.2, F.3, F.5(because the cause of this problem was a manufacturer recommendation) (pictures show header bar 31 and 9/16 inches, footer bar 31 and 5/16 inches, door/latch frame top gap 5/16 inches, door/latch frame bottom gap 1/8 inch, unsealed floor molding, s**** filed down, 2 pictures of exposed screws):
  F.1) Shower door not square in frame (door/latch frame gap significantly larger at top than bottom)This is a material/design error.  If shorten header bar, then latch will not allow door to close (?shorten header bar and lengthen footer bar?) (this existed previously as problem D.1 that could not be resolved and is a material/design error);
  F.2) Latch frame leans away from door (about 1/8 inch per 6 feet) This is a material/design error.  If shorten header bar, then latch will not allow door to close (?shorten header bar and lengthen footer bar?) (this existed previously as problem E.4 that could not be resolved and is a material/design error);
  F.3) When opening and closing, door making a creaking noise (this existed previously as part of problem E.2); 
  F.4) Caulk bottom pan/floor molding (on 3/12 the bottom molding by shower pan received a quick seal with 1 thin bead along top of molding leaving seal from bottom of molding to floor undone so when the tile is repaired, this piece of molding could be easily removed without damaging it, the pan or the floor and then will be properly re-sealed to the shower pan and the floor after the damaged floor tiles are replaced);
  F.5) Either use silicon caulking, replace the damaged frame or explain why neither is needed for the s**** end that was filed down leaving scratches in the new frame and a small protruding tip (this existed previously as problem E.1);
  F.6) Either use silicon caulking or explain why it is not needed for the wood screws used to attach the shelves;

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

  

  Business Response

  Date: 04/11/2024

  We have spoken with ****************. We reviewed all complaints, after reviewing. Mad city will order a complete new set of framework for this door, as to not miss one piece that *** be needed to remedy all issues outstanding. We will also apply caulk to the quarter round trim to ensure it is sealed, and remove screws of shelf, apply silicone to s**** threads, and reinstall. **************** will be sending actual measurements of opening width above the installed door, and below, to ensure that the opening is the same and in manufacturer specifications.  All parties involved found these solutions satisfactory. Mad City also requested that BEFORE the installer leaves his home, that ANY and ALL items are double checked, and meet his satisfaction so that if there is anything else, it can be addressed at the time of service, and not at a later date, prolonging the closure of this.