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

  7020 Packer Avenue Wausau, WI 54401-9321

  
• 

  Mad City Windows & Baths

  5000 Tremont Ave Building 100 Suite 106 Davenport, IA 52807

  
• 

  Mad City Windows & Baths

  6805 4th St SW Cedar Rapids, IA 52404

  
• 

  Mad City Windows & Baths

  2900 SE Enterprise Dr Grimes, IA 50111

  

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

• Initial Complaint

  Date:10/02/2023

  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.

  This company has been at my house twice to fix issues that weren't done properly the first time and there are still issues. Their employee damaged my refrigerator and my wall. I found one of the brackets to my sink in the cabinet, it needs to be installed. A piece of trim is not the proper color. Countertops are not level nor were they replaced properly. Chalk needs redone. One of the countertops is pulling away from the wall AND it was like this just as the employee was leaving my house. I have called them many times, never getting to speak to an actual person and no one calls me back. I filed a warranty issue twice now, I think, and have never heard from anyone about fixing these issues.

  

  Business Response

  Date: 10/03/2023

  The homeowner has not reached out to us since we were last at their home on 6-29-23, when they signed off of the last service ticket as complete and satisfied at that time. MAD City will reach out to the homeowner immediately to set up an inspection to address any concerns that the homeowner may still have.

  Customer Answer

  Date: 10/03/2023

  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.] It's interesting that they don't admit hearing from me. I guess they were blowing me off. The last time someone was here, he took pics and said he would talk to his supervisor and I would hear from them. That never happened. I filed an online claim with them twice. Where did these go? They didn't respond to these either.
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 10/09/2023

  We have a site inspection set up for 10-10-23 to inspect and address any issues that the customer may have with our install.

  Customer Answer

  Date: 10/09/2023

  [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,
  
  *****************************;  I hope the issues will be taken care of after this.

   

   

  
  

• Initial Complaint

  Date:09/27/2023

  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.

  7 years ago I ordered a finished door from Mad City Windows and I called about the mistake they made sent emails about the mistake they made and recently have done 2 previous BBB reports on Mad City Windows.This is a very corrupt company that made a mistake and will not own up to it. It went from verbally abusing me for being a woman to saying the agent made a mistake to just I was wrong. To many white lies in the last 7 years show how untrustful this organization is. Recently I was told I have to set up an appointment around a service agent/contractor to come to my house to point out yes, it is still an unfinished door that now looks horrible because the company delivered the wrong item. Recently ***** from Mad City Windows was giving me a texting run around. ******** lady just responded, 'I will let him know you are refusing to schedule." Have a great day." Yes, it was a complete write off. My husband and I work long hours I can do up to 18-hour shifts. This lady does not care about your work schedule or scheduling something on your time. It completely has to be on her time. Since this company refused to replace the door 7 years ago, they no longer sell doors, not a surprise. How many people did they take advantage of? So now they stated 250 to go to painting or stained. Since this door is weathered and discolored now from the last 7 years someone would have to sand the door down and re-stain it multiple times. Beside the other work that *** need to be done. This door costed over 2 grand. I told them multiple times I picked out a finished door along with the color of a finished door. No one buys an unfinished door. I want full compensation for their error. Or they should pay penalty fees and fees for the job to be complete. On 9.27.2023 I went to the company's web page and they are still selling doors. The company does not own up to their mistakes and continues to lie. I want a brand-new door that I ordered. The company needs to stop lying to people.

  

  Business Response

  Date: 09/28/2023

  This customer was sold a door over seven years ago. She claims she was sold a custom color which Mad City did not do custom color doors. We have only heard from her on a couple of occasions which are dated in our computer system. We tried calling her back with no response. We are not responsible for staining or painting and at this point all we can do is offer a small discount to show we are willing to be reasonable and that we are a company that is willing to work with our customers. We offered to have one of our Field Managers ( not contractors) to ***** if it would be better to stain or paint in our professional opinion. ****** tried to schedule a Field Manager around this customers schedule but continued to get the run around from the customer as to excuses why they wont schedule.  She even offered to have the Field Manager come after normal business hours but the customer continues to try and bring up different excuses why she wont schedule. We have done all we can to work with this customer and at this time have nothing more to offer. We do not offer entry doors anymore at this point due to issues with supply and demand. We do offer sliding patio doors and our web site does have entry doors as some of our sister companies offer entry doors depending on what state you live in. At this point we have offered a discount which the customer is refusing to accept. That is all we will be offering unless the customer has some service needs.  

  Customer Answer

  Date: 10/03/2023

  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.
  
  [*********** keeps on lying.  First, they offered ****** dollars to me for their mistake on the door they delivered to me.  *********** will keep repeating the same lie where they do not stain doors after they deliver.  What the company is being dishonest and lying about is that "I ordered a finished door", and "Mad City Windows delivered an unfinished door." 

  No one buys an unfinished door for over 2 grand. 

  The fact is I picked out a finished door from their brochures with a certain color.  *********** continues to spin a lie about the entire ordeal. 

  Mad City Windows have used the following lies within our correspondences.

  Blaming me that I am ignorant, or I do not know what I am talking about.  You can see this interaction in their last statement.  Then the company said the agent documented the door wrong but charged us the price for the finished door.  *********** at this time did not replace the door.  Then they told me that they lost the paperwork.  Then the agent is dead, and they can't make good on their mistakes. The list of excuses the company makes for their mistakes keeps growing.

  I want the company to make good on their mistakes and they have not fixed their mistakes for 7 long years.  Instead, what the company has done has made a list of excuses to benefit themselves.  The technician they want to come out is only going to tell me if the door that is now tarnished can be stained or painted.  I do not want a painted door. 

  In regards, to this ****, she has not answered any questions that I have asked.  No voice mails have been left by this company.  I have received text messages that show **** being rude and dismissive towards me and completely blowing me off stating I will just tell them you don't want someone coming out.  What I told **** was my husband requested Mondays off from work and we are waiting for them to be accepted.  Mad City Windows have not stated how they will pay me the ****** dollars what they promised.  I want the minimum of 500 dollars for all the problems they caused since I have to have another company come and fix their errors.  If you go to the company's website, you can see they are selling entrance doors to the house still.  We must ask why this company keeps lying.  I want 500 to **** dollars to fix Mad City Windows Mistake or a new door.  If this technician comes out to my residence, what are they planning on doing?  Are they planning on handing me a check?  Because ****** will not cover the service for another company to fix their mistakes. Is the technician going to tell me about the choice between stanning and painting or after 7 years I have to live with the company's mistake?  No one has told me what this technician is being sent to my house to do?  Funny how this company will not answer questions or actually call you.

  The person who is in these correspondences still has not reached out to me.

  The facts still remain the company made a mistake and keeps trying to dismiss what they did any means possible to not pay for what they did wrong.]
  
  Regards,
  
  *************************

  

  Business Response

  Date: 10/04/2023

  This customer received exactly what was sold per contract. We did offer a ****** discount not to cover up a mistake but as a show of good faith. We are not lying; we continue to stand by the same statement as previously said. We did not sell a stained door this was up to the customer to finish as we do not do staining or painting. No one has blamed the customer at all on this, we are just simply giving our account of what we feel has happened. We are not making any excuses. I have no Idea where this customer has been told the paperwork was lost or that an agent had passed that is simply not true. The customer stating that I have not talk to her about this situation is also not true as I did speak with her on 9/20/23 at 820 am. I explained that we would offer a good faith discount of ****** and can have a field manager come out and give his best professional opinion on weather staining or painting would be the best at this point. The customer agreed to this arrangement to at a minimum to have someone come look at the door. ****** contacted and left a voice message on 9/21/23 at 9:07 am and also sent a text to discuss having a field manager come out. We will reach out to this customer one last time to discuss this issue. If any discount is given it will be a check mailed to the address that is on file as we do not cut checks from this office. 

   

• Initial Complaint

  Date:09/23/2023

  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 a bay window and 2 double hung windows installed. The work was so bad that I could put my finger in holes left open in the bay window. No insulation.The double hung were installed just as bad. The screen was slit but they still installed it. They put the new aluminum over rotted wood. The aluminum was, and still is, bent.Now the bay window is coming away from the house. They caulked it so much when I told the about the holes. Now the caulk is failing. *** had carpenters out to fix and paint the house and they couldnt believe the bad installation work.Ive had Mad City out a number of time. They just dont fix it. Ive called them about problems and now they arent calling back.Its been a nightmare from the start. I dont want anyone else to have this happen to them. I just want the quality work they promised. It is not right.

  

  Business Response

  Date: 09/25/2023

  Mad City received one phone call on Friday 9/22 and promptly returned the call the following business day on Monday 9/25. 

  However, it seems ****************** filed the complaint on Saturday.

  Mad City has scheduled a manager to come out and inspect the project on Tuesday 9/26 to address ********************** concerns.

  Customer Answer

  Date: 09/25/2023

  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. 
  

  This has been an ongoing problem since installation. Mad City Windows keeps putting band-aids on the windows and never really fixes things permanently. I think they need to start over on finishing the outside trim. Its been bent back, caulked and never has been right.
  I have had so many issues. 
  I also think the amount of money they charged for 3 windows is exorbitant.

   

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

  

  Business Response

  Date: 09/26/2023

  A Mad City manager was out to ********************** home today to inspect the areas of concern.

  Mad City has scheduled the follow up service work for Thursday 10/12 to rewrap the windows as ****************** requested.

  Customer Answer

  Date: 09/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:09/15/2023

  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.

  We were quoted ***** for the replacement of our front and upstairs windows. We were specific about tempered glass in bathrooms and and specialities that the windows required. The replaced all but 1 window, due to a measuring inaccuracy, and left out 2 of the tempered glass panes. They states that they would soon return to finish the 1 window and 2 glass panes. This was roughly 3 months ago. I have called now 4 times to speak with their service department for this. I have left a message 3 times. The one time I did get ahold of anyone they said they would "look into it and call me tomorrow". That was 3-4 weeks ago.

  

  Business Response

  Date: 09/18/2023

  Mad City Windows and Baths will reach out to the customer within 24 hours to resolve their concerns.

   

  Thank You,

• Initial Complaint

  Date:09/13/2023

  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 over cut opening on several windows. Siding is chipped around several windows. They tell me its because my house is old, if they couldnt do the job without damaging siding they should have informed me. The manager they sent over told me I should just reside the house or the could make more cuts and try to fix it but couldnt guarantee that more siding wouldnt be damaged. Im paying top dollar to get a professional ** done, not to get one problem resolved it a new one added, Im a ******************************************************** good condition.

  

  Business Response

  Date: 09/14/2023

  We have been in constant contact with this client since the install, we performed an inspection yesterday 9/14 to address any concerns that **** had with her project, after the inspection we met as a management staff and produced a solution to take care of her and we will be reaching out to **** today with proposed solution. 

• Initial Complaint

  Date:09/11/2023

  Type:Customer Service 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 signed a contract & paid $15,602 (which was 1/2 down) for kitchen cabinet update. After waiting 11 weeks, they began the job. 4 days later, they were not finished. I expected them back today (the next business day) but evidently they have started another job & have no room in schedule to complete my kitchen. I am unable to use my kitchen & am expected to live in limbo indefinitely.

  

  Business Response

  Date: 09/12/2023

  Mad City has spoken with the homeowner and their project is scheduled for tomorrow 9/13 and 9/14 to be completed in its entirety.  The homeowners have the direct line to the office and can reach out with any concerns at anytime. 

  Customer Answer

  Date: 09/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:09/07/2023

  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.

  We hired this company to rework our kitchen. We are going on 2 years. Kitchen is still not finished. They have blocked our numbers. Stopped returning our calls on texts or emails. So much is wrong with this shoddy work. All the Drawers Dont close. Lamanat is not finished being put on. Large gaps in cubboard doors. Things done differently then discussed.

  

  Business Response

  Date: 09/08/2023

  We were made aware of ****************** concerns on 8/2 because she posted a review on Facebook.
  
  I immediately had my team reach out to her to discuss any concerns.

  Per our records we have tried to reach ************** 4 times over the last month to resolve this matter:

  8/2 at 12:04 PM: **** (Service Manager)- calls, no answer, leaves a VM
  8/14 at 10:26 AM: ***** (Service Coordinator)- Calls, no answer, leaves a VM
  8/30 at 1:30 PM **** (Service Manager)- Calls, no answer, leaves a VM
  9/6 at 10:49 AM **** (Assistant Production Manager)- Calls, no answer, leaves a VM and sends follow-up email to schedule a service.

  We would be happy to assist with ****************** warranty issues if she will please return our calls.

  We have not blocked her number and we have left multiple phones numbers for her to reach any of our staff.

  I will try reach out to her again today.

• Initial Complaint

  Date:09/05/2023

  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 Mad City Windows out to replace our upstairs windows in our home on April 6. During installation, the bay window was cracked. The workers informed us that we could expect a call within 10 days for scheduling the replacement installation. Well, no call came. We waited about 2 weeks before I called Mad City Windows. The customer service person laughed when I told her that we had been told to expect a call within 10 days. She informed us it would be another month before the replacement part was in. Well, we waited the month and no call. Finally, we received a call Mid June to schedule the replacement installation. The appointment was set for July 10th at 9am. July 10th came around and I (having taken work off so I could be present - I am a nurse), waited for the workers to show up. 10AM no one was there, so I called Mad City. They informed me that the replacement window arrived cracked to their facility and would need to be reordered. No one called me to update me about this, rather left we waiting in the dark. Well, we waited and finally got the next call mid August that the replacement part was once again in and scheduled the installation for September 5th at 8AM. I alerted Mad City that I may not be present when the workers arrived as I had to take my child to school, but would be back before they were scheduled to be done (was told it would be noon). I came back at 11AM and no workers were present, but green tape had been placed over the crack on the bay window, not replaced as it was supposed to be. No call or note from Mad City, so once again I had to call them for an update. Apparently the window ordered came in to be the incorrect size. They are again, reordering.I understand that mistakes happen - windows crack and measurements can be wrong. However, the lack of communication from Mad City to consumer is terrible. We have more windows that we plan to replace in the near future - at this time, Mad City is not who I will be using for those services.

  

  Business Response

  Date: 09/06/2023

  Mad City will reach out to our customer to address their concerns within 24 hours.

   

  Thank You,

• Initial Complaint

  Date:08/31/2023

  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 think it has been four to five years since I purchased a door and some windows from mad city windows. At the time of purchase, I bought a new door that was promised to be stained. When I called the company, I was blown off by then stating that the sales agent told us wrong. At the time of purchase, we picked out a color for the door that we wanted. A nice brown color. When they came to install the door, I also mentioned how the door was supposed to be stained and received a run around from the installers. I am wondering if I got this run around evasion tactics because I am a woman. Is the company have some sort of prejudice against woman? I guess it did not matter since we received the same run around from customer service after it was installed. We were promised a door that was already stained not one that was not stained that would let bugs in the house while we had to figure out staining. I think I called the company over 6 times and received the same run around each time. People need to know not to trust certain people or companies.

  

  Business Response

  Date: 08/31/2023

  Customer purchased the entry door in *********************************************************************** painting. We installed per contract as well as came back when the customer called about a gap at the bottom of the door and made the necessary adjustments. Last contact from this customer was in 2019 where we called back and left a VM on 11/4/2019 at 10:43am with no return call. 

  Customer Answer

  Date: 08/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have called multiple times about the wrong door.  It was purchased as a finished door.  What I received was not a finished door.  I have made several complaints about the door not being what I purchased.  I received calls from the company about them attaining more business from me and I have told them I cannot do business with a company that does not make good on what the customer purchase. 

  Other customer service calls that I have made include being told me to stain the door myself and leave bugs into my house, the agent must have made a mistake and there is nothing we can do to correct this, well you are stuck with what we delivered, my favorite response you are a woman you know nothing what you are talking about.

  More proof Mad City Windows treats women clients horribly and does not make good on purchases.  I did not order an unfinished door.  I ordered a finished door.  The same thing I have been saying since I purchased the door and the company sweeps their mistakes under the rug by ridiculing women. 

  My question is why is Mad City Windows erasing or not recording messaging of their faulting follow throughs and unhappy customers.  

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

  

  Business Response

  Date: 09/06/2023

  Again, the customer purchased the door in 2016 we do not keep call records dating that far back unfortunately. We did not sell finished doors so unfortunately there was some confusion it sounds like at the time of the purchase. If the customer still has issues with bugs coming in, we are more than happy to come out and have a service tech take a look and diagnose the issue if there is one. You can go online to Mad City Windows and at the bottom of the website there is a service request box that can be fill out and submitted once received we will contact you to set up a service technician to come out. 

• Initial Complaint

  Date:08/30/2023

  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 seen by ***** good interview husband couldnt be ther so we called him asked if he could come back to talk to my husband told him we wanted to talk to one other company he asked us we'd or Friday morn at 10 we both said no we'd at 6 he said fine we'd he called t p confirm our appointment on Fri at 10 I told him he said we'd at 6 he said he was sorry we hung up he called back again asked if Friday at ************************************************************************************************************ at fri at 2 with a manager we said fine two minutes a diffrrant lady called asked if we could change the fri appointment we said no hung up then I called the same number back a man answered I told him I just spoke with a young lady he said there were no women there asked me for my phone number he said he would see what's going on came back with this well we have you schedule for this fri at 1 at when I was told 2 I won't ever recomend Mad City Windowns to anyone just a terrible place I don't know why people continue to endorse them on social media and after reading the reviews they never accept fault for anythinh

  

  Business Response

  Date: 09/06/2023

  To Whom It May ***************** will remove this customer from *********** list. 

  Regards,

  Mad ****************** Team