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

  
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  Mad City Windows & Baths

  2340 Holly Rd Neenah, WI 54956

  
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  Mad City Windows & Baths

  367 Garfield Ave Ste 5 Duluth, MN 55802

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/15/2024

  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 had Mad City install 2 shower units in my ******** 2023, when the salesman came out to do the presentation he brought a brochure of different units to choose from. The pictures of the shower stalls in the brochure did not have ridges in the drain pan. When the installer came to do the job he put in a drain pan with ridges and I asked him why it wasn't smooth as that is going to hurt my feet. He stated that this what the order was. I showed him the picture and said this isn't what I wanted. He said I would have to call the office and talk to them about options. I called and their only option was a shower pad that sticks to the floor, I asked if that would be a problem cleaning under it as it's stuck to the floor with adhesive. He said no it shouldn't to spray water under the mat. I have called several times and talked to **** production managers assistant and he said there's nothing they can do. I also called the Production manager ***** and she was annoyed and rude and told me she was the end of the line there's nothing they will do to fix it. And there's no one I could call above her to try and correct this issue.

  

  Business Response

  Date: 02/23/2024

  To Whom It May ************************ City attempted resolution with ************************ on several occasions.
  
  Our literature and advertisements show both styles of shower pans (with and without drain lines).
  
  Our manufacture determines which pans receive the drain lines based on the size.Both of her showers required drain lines in the pan. This is a critical performance function of the pan to avoid standing water.
  
  *********************** was offered a complimentary smooth foam shower mat to try and resolve her concerns of discomfort on her feet. The product has a lifetime warranty should any issues arise.
  
  My ********** would only accept ** tearing out the entire shower unit and replacing with a new pan.
  
  Mad City installed the shower per contract and therefore deemed this not a viable option.
  
  We are still willing to offer/install/warranty the shower mat but will not be replacing the pan or offering a discount.

  Regards,

  Mad ****************** Team 

• Initial Complaint

  Date:02/09/2024

  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.

  We agreed to purchase a kitchen resurfacing project in August 2023 for $25,000. They offered a financing plan in which we have 18 months to pay the purchase price with no interest, after 18 months, we would be charged 9.9% interest. They then started charging us interest of 9.9%, even though it is not after the 18 month period. I asked Mad City to hold to our original agreement, but have not done so.

  

  Business Response

  Date: 02/21/2024

  We will reach out directly to this customer to address their concerns. 

  Customer Answer

  Date: 02/23/2024

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

  Customer Answer

  Date: 02/23/2024

  Mad City has not contacted me yet, after theor response which said they would "reach out to the customer. "  I'm still waiting to hear from them.

  Customer Answer

  Date: 02/28/2024

  Consumer states they still haven't heard from anyone from Mad City. 

  

  Business Response

  Date: 02/28/2024

  To Whom It May *********************** will reach to the customer today. 

  Regards,

  Mad ****************** Team 

• Initial Complaint

  Date:02/06/2024

  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 have received at least 3 and possibly as many as 20 robot calls from this company.

  

  Business Response

  Date: 02/21/2024

  To Whom It May Concern,

  We've had no communication with this customer until receiving this information from the BBB, none of our calls were answered to inform us to remove. At this point we have placed the customer on our Do Not Call list. 

  Regards,

  Mad ****************** Team 

• Initial Complaint

  Date:02/06/2024

  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 installer popped out part of the drywall and told me just to use a little mud to fix it. They also claim to have the best caulk in the business and they will fix any issues because I have a lifetime warranty. Further, they claim that service will contact us within ***** hours after filing the form. I have filed the form 4 times as of today. I called the company and a living person put me through to a voicemail over 6 days ago. I left a message with no reply. Today, I called three times in a row, was told by electronic service I was being transferred. Each time, I listened to hold music for over 60 seconds and an automated voice said Sorry. There is no one to take your call. Goodbye. And they promptly hung up. This has been going on for weeks. I like the shower, but they have cracked one of my walls and refused to comply with the lifetime warranty I have on the shower. Im afraid the cracked and missing caulk will cause mold. I just want them to fulfill their contracted promise to fix any issues. I will not be ignored and have been for weeks now.

  

  Business Response

  Date: 02/09/2024

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

  Let me first start off by extending my apologies for the delay in responding to your request for service on your bathroom. Our customers are very important to us and we strive to provide the best experience for each and every homeowner. 
  After our phone call today Im glad we could get you scheduled for 2/13 at 1pm to have your concerns addressed. Should you have any other issues/concerns please let me know. 
  Thank you again for trusting ** with your ****************. 
  

  Sincerely, 

  Mad City Windows and Baths - ********** 

  Customer Answer

  Date: 02/13/2024

  [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,
  
  J ****
  

• Initial Complaint

  Date:01/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They have been spam calling me on a different number every day and I block every single number but they call from a new one. Always thinking I am someone else and always insisting theyve never spoken to me before. They have attained my phone number illegally

  

  Business Response

  Date: 02/21/2024

  To Whom It May ***************** received an inquiry from this consumer on 1/27/24, we did not speak to them until 1/30/24 in which they requested to be removed from *********** list. At that time we marked the record as DNC, so they will no longer be receiving calls. 

  Regards,

  Mad ****************** Team 

• Initial Complaint

  Date:01/24/2024

  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.

  This was an oversized shower remodel. The company sent shower panels that had no way to join on the large wall which means they would each need to overlap or just **** against each other and, as we were told by the installer, would leak within the first year or so. These panels were supposed to have been created according to specific measurements that were taken by the Mad City measurement team. My husband called the field supervisor who refused to come to the house but wanted the installer to "make it all work according to the design plan." The designer won't return calls or emails and now no one from the company will come to our home to assess the situation and discuss a replacement for this nearly $20,000 product. This is the only shower in our home that my Army veteran husband can access due to a leg amputation after a combat injury. Please help us get this resolved ASAP!

  

  Business Response

  Date: 01/29/2024

  I have spoken in detail with ***** in regard to all of his concerns and we have gotten a plan to move forward. The first concern was with the back panels, and that these panels would not be water tight at the seams. I explained that the issue came when trying to put the wall niche on top of the bullnose of the two panels. With moving the two panels back and allowing the niche to sit flush on the center  panel, all seams can be properly prepped and have our sealant applied ensuring that there would be no leaks in the future. This application was confirmed by the Field Manager when onsite to meet with homeowners on 1/26. I reiterated that to the *****, and let them know that there must have been a misunderstanding or communication error with the installer, because when speaking with the installer he has confirmed that there would be on water leakage issues with how the installation has been completed. Our offices were contacted during the installation to speak with the Field Manager. The Field Manager was driving to the jobsite on the afternoon of 1/24 while on the phone with both ***** and the installer discussing the layout issues with leaving the wall niche on top of the bullnose. They had come to the agreement that the best option was to move forward with the installation how it has been completed. It was late in the afternoon and the Field Manager was still an hour away from the jobsite, so he asked ***** if they have this all sorted out, or if he needs to get by there now to get any concerns addressed. The Field Manager was told no, we are good to go you do not need to be out here today. After the installation was completed and I received all of the closing paperwork, I contacted ***** on 1/25 to discuss the concerns he had written out on the service agreement and to further inspect the shower installation. The Field Manager was scheduled to be onsite 1/26 to go over any and all concerns. I have spoken with ***** again today, 1/29 about the concerns that he has listed. We have a plan moving forward with a different colored center back wall, as well as to fix an issue with the outside corners. We are getting samples of the new wall / impression color that ***** has requested and are moving forward to get this work signed off on and additional materials ordered to wrap the installation up.

• Initial Complaint

  Date:01/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Product sold was described differently then installed and I've asked for a price breakdown numerous times. total bait and switch and yes we will more then likely be hiring an attorney.

  

  Business Response

  Date: 01/30/2024

  ********************,
  
                  The product sold is exactly what was shown to you at time of contract. The samples may indeed seem to be thicker than the panels that were at your location of install. But the reason is that samples are already put together with panel, plywood adhered with industrial adhesive. It is as you say thicker to help show you how we are going to install this in your house. The reason we have it put together rather than separate them is to help prevent any damage to the sales samples.
  
                  If you are referring to the sample squares to show differences in colors and patterns. Those are not the panel material we use that is indeed just to reference again colors and patterns that can be chosen at the appointment. Those again are just like any sample book you review for selections.
  
                  The panels that you received were still going to be adhered to 1/2 plywood with the construction sealant. That would be screwed into your houses stud work. The corners still would have been sealed with our 2-part sealer. The unit that you signed for will still holds the double lifetime warranty. Also, would still warrant any services that are needed to be completed by Mad City at no charge. Barring there is not neglect from the customers part. It would also still hold our craftsmanship warranty on the unit.
  
                  Mad City does not offer any breakdown of our products and never guaranteed any promise that we would send an itemized breakdown. We can breakdown the project by percentage as we offer a package bundle for our installation product and are more than willing to offer that to you.
  
                  Please let us know when we can return to install your product as we have returned these to our warehouse and would like to avoid any issues of damage.
  
  Thank you,
  Mad ***************

  Customer Answer

  Date: 02/08/2024

  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.
  
  The samples the sales guy gave us were entirely different but not only the samples, the quality of work is horrible. The shower pan has spray foam under it when its supposed to be a concrete base. The shower pan does not meet up to the ceramic tile like its supposed to and their suggestion was a piece of 1/4 round wood which I specifically told the installer was unacceptable. Their paperwork we were told by installer is conflicting by saying 40" shower pan and 36" shower pan so they constructed this ledge in the shower and the pan still don't fit. The gaps in panels look horrible and caulk has nothing to adhere to. We were promised by the high pressure salesman that they would hang and finish the drywall where the shower was removed and that is not happening. The panels were to be custom made and they were cut in my driveway. And I have asked since the salesmen pretty much forced my wife to sign, a price breakdown. They can produce one or haven't yet because of the price gouging. It should be no secret what material and labor are unless your ripping people off. The salesman sat at the table and had a price in two minutes like he just guessed at a number and now I see and read that's exactly what they do. Let alone the cheap products and low quality/horrible install. Does this look like a 15K bathroom to anyone? I have met with my attorney and if i don't get this resolved I'll be suing them under the Consumer Protection Act of ****. They already have a class action lawsuit against them and it isn't any wonder. I don't want them doing anything else. Total Bait and Switch and poor quality work.           
  
   
  Regards,
  
  ***************************

  

  Business Response

  Date: 02/23/2024

  To Whom It May ***************** will be reaching out to the customer directly to address their concerns. 

  Regards,

  Mad ****************** Team 

  Customer Answer

  Date: 02/23/2024

  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.
  
  No need to reach out, as they haven't contacted me since they were removed from the project over a month ago. so that's not necessary as I am having a local contractor tear everything out and having it redone and finished the proper way. If they were concerned and had any type of customer this would have happened already. it's been way over a month, and we have been without a master bathroom due to their shoddy work. Thank you and I am considering this complaint and project with MAD CITY concluded. 
  Regards,
  
  ***************************

• Initial Complaint

  Date:01/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The work is not finished. They started the work in November. Ive called them several times and they used my front yard as a personal bathroom. The neighbor said they saw it. The people that was doing the work said they werent allowed to use the facilities and didnt take a lunch break. My sink isnt right either and they said my spice rack would fit also. It doesnt! Now theres a gaping hole between the range and counter top.

  

  Business Response

  Date: 01/19/2024

  Called and spoke with ***** in regards to her BBB complaint committed to have FM inspect quality of the job. FM to review entirety of the job and look for areas of concern. take measurements of missing side splash. I discussed and heard HO about some of the installers behavior. Committed to ***** that we will ensure that this is taken care of. Stated the FM will go over the action plan prior to leaving. FM to call Monday morning 1/22 to confirm a time that day to complete inspection.

• Initial Complaint

  Date:01/15/2024

  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 had a bath renovation completed in Feb 2023. I attempted to get Mad City back to look at the seat which was installed. I opened tickets and made several calls. Since day #1, the seat visibly squeaked and moved up and down. It does this by just taking your hand and moving up and down on it with very little effort. Put a leg on it, and it is very noticible. And we don't want to sit on it. For reference we are both < 200 pounds. One person got back in touch with me, and said that it will support someone 900 lbs. And it was an issue with the epoxy. I never got a call back.I escalated this again and sent in videos / pics. Still no response. Finally, after several more calls I arranged for an appointment.The technician came out and stated they have received similar calls, but that there is nothing that can be done. It still moves up and down and squeaks with very little pressure. He then informed me it is rated for 300 lbs. (lot less than the 900 I was told initially. Anyhow, nobody in the family weighs that much.He left stating there is nothing which can be done.This is a product defect, and it is unfortunate that after nearly 1 year of making requests Mad City has not been able to do anything to cure the defect. We are not satisfied with this expensive purchase. And have regret and should have shopped around a lot more. And it has been disappointing that Mad City has been very reactive and not proactive at all. I cannot recommend this business or product.I would upload a video which clearly shows this. However, I am unable to upload a .MOV format. If you provide an alternative way, I'm happy to include this with the incident. thank you.

  

  Business Response

  Date: 01/15/2024

  I will review this with my team tomorrow and be contacting the customer with in the next 24 hours. 

• Initial Complaint

  Date:01/11/2024

  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.

  mad city windows and bath knowing sold me goods and services without having me sign any paperwork on my loan they did not send me any information on the loan example term length, interest rate, and or APR rate and still wanted me to go ahead with the install and when I called to cancel They want to thro there 3 day cancel in my face even though I had no loan information

  

  Business Response

  Date: 01/12/2024

  We will reach out to this customer for assistance. 

  Customer Answer

  Date: 01/12/2024

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