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

  100 Cohoes Ave Troy, NY 12183

  
• 

  Mad City Windows & Baths

  15375 Herriman Blvd Noblesville, IN 46060

  
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  Mad City Windows and Baths

  5201 Old Poole Rd Ste 109 Raleigh, NC 27610

  

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:08/28/2023

  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.

  I purchased three windows from Mad City windows on August 8th, 2023. On August 10th I decided to cancel my order due to the company's false representation of services and warranties guaranteed. I completed the appropriate form (Customer's Right to Cancel) and mailed it within the three day period . According to the ************************* I am to receive my refund within ten days of submitting this form.I received a call from ******* with MCW on August 17th and was told the payment was not processed. (No definition of "not processed" was given). Then was told I had to contact the finance department. ******* claimed she did not no where the department was located or a phone number. It has now been 18 days and no refund. I have sent an email to MCW with no response! Mad City Windows is in violation of a FTC regulation and I feel this is inline with their business practices. The two salesmen lied about not using subcontractors and the warranty. ******* either was instructed not to provide the necessary information to the customer or was poorly trained. I simply want MY REFUND from Mad City Windows and be done with this company.

  

  Business Response

  Date: 08/29/2023

  To Whom It May ****************** refund has been processed and the check has been sent in the mail. 

  Regards,

  Mad ****************** Team 

• Initial Complaint

  Date:08/13/2023

  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.

  In late winter 2023, we had a sales guy come to our home and show us windows. He came in with a window and showed us the screen being resistant against scratches and holes. We were quoted $24,600 for 8 windows and 1 patio door which was a good deal compared to others thinking the memory mesh screen was part of it. In May 2023, my windows and patio doors were installed. Looking at the screen, we noticed it wasn't what we thought we ordered (memory mesh screen) and when I mentioned it to the installers, he had told his boss about it and relayed to me that it is being looked into. 1 screen came damaged and he was going to fix it right then but with my screen issue, he didn't rescreen in case they came out to rescreen everything with the screen I ordered. After multiple calls to field managers, I was advised that their manufacturer doesn't even carry the memory mesh screen. It has taken 3 months for someone to come out to fix the screens which is now more than just the 1. I have cats and the memory mesh pushed me over the edge to buy them because of that. They will not get me what I ordered or even credit me to offset the cost since I didn't/can't get what I actually ordered. I would like either an acceptable adjustment to my bill or replacing my screens with the memory mesh.

  

  Business Response

  Date: 08/14/2023

  Mad City will reach out to the customer within 24 hours to discuss resolution.

   

  Thank you,

• Initial Complaint

  Date:08/03/2023

  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.

  It has been some time since we had replacement windows put in. Mad City said that I have a life time warranty, I have had them out to my house twice and they said that they would take care of the window that was cracked from a bird flying into it and the upstairs windows that were put in crooked and the one window plastic broke. I just want them to make it right, not forget about me and never call back. For the time that has passed and the crappy windows they put in I would never recommend them to anyone.

  

  Business Response

  Date: 08/03/2023

  *****,

  I have reviewed your complaint. I also reviewed your contract and notes that we have on file.  We were out in 2014 and 2015 to address your installation concerns. These were all accepted at those times. In 2017 you had a sash replacement need and we helped you with the claim. The warranty that we offered on 2014 was a lifetime product warranty and a 1 yr workmanship warranty. The process to get this replacement sash that you want is the same that you had done in 2017. I will have my service manager contact you and assist with ordering your warrantied parts. He will also go above and beyond and have the windows inspected by our service tech at no charge and see if there are adjustments that can be made. However, we would not be resetting any windows. The notes show that the only reason we had returned to make adjustments to the original install was because the existing openings were extremely out of sq. If the install was good in 2015 until 2021/ now then there is likely a structural issue with your home that is causing the framing to continue to shift and making the opening more and more out of square.

  I have attached a scan of your contract with the warranty terms is was sold under. The Double Lifetime warranty that we sell with our windows now is different and is sold at a different cost them in 2014.

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

  Mad City Windows and Baths.

• Initial Complaint

  Date:08/01/2023

  Type:Delivery 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.

  Mad City has been repeatedly calling my cell number numerous times of the day NON-STOP for several weeks now and have been texting me claiming i had contacted them for a quote or estimate for their products and or services which i did not.I recently BLOCKED ALL INCOMING CALLS because of the persistent harassment of this company calling my private number AFTER THE INCOMING CALL BLOCK was placed by my cellular provider. This company should be BLACK LISTED BY BBB and have their business licenses revoked for UNPROFESSIONAL and RUDE OBNOXIOUS AND DISHONEST DIRTY SPAMMING of someone's private number as it is EXTREMELY HIGHLY ABUSIVE AND EGREGIOUS for them to continue with their DAILY PERSISTENT UNWANTED AND UNSOLICITED CALLS AND INITIALLY MALICIOUS TEXTS. THIS COMPANY NEEDS TO STOP CALLING TEXTING MY NUMBER PERMANENTLY!!!!!!!!!!!!

  

  Business Response

  Date: 08/03/2023

  To Whom It May ***************** did place this customer on our "Do No Call" list, however we did not receive a direct request from the customer previous to this to remove them. 

  Regards,

  Mad ****************** Team 

• Initial Complaint

  Date:07/28/2023

  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.

  I saw an ad on ******** about step-in bath tubs being sold. I gave my name, email, and phone number requesting information on pricing. It was my mistake giving my phone number. I thought I would receive more information about prices in an email from the company, instead I began receiving calls. I had no desire to talk to any sales people. They left several voice mails identifying the company, asking that I return their call. After several days receiving these voice mails, I texted back the number the voice mail came from, saying I was not interested any longer. I also blocked their number. Since then, at least once each week, I have received Calls from Mad City from various phone numbers. They no longer leave messages. I block each number from my recent call list which tells me who the caller is. They continue calling without leaving a message at least weekly from a new number each time. A couple weeks ago I texted the number back saying, Call me again and you will be reported for harassment.I have continued to receive calls, each time from a different number. I hope that the BBB can do something to stop Mad City from harassing people in this way. I realize it was my mistake giving out my phone number, but after I didnt return their calls and especially after texting them I was no longer interested they should have left me alone.

  

  Business Response

  Date: 08/01/2023

  To Whom It May ***************** did remove this customer from *********** list. The number the customer was texting we do not receive text on, so we did not receive the requests to stop calling. 

  Regards,

  Mad ****************** Team 

• Initial Complaint

  Date:07/25/2023

  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 received a call from Mad City about seven months ago. They asked for a person by name and i said they had a wrong number. The caller then tried to sell me their products. I told them I wasn't interested and had no need for their products. Sincer then i've been receiving at least two calls per day and as many as five calls from them. The calls come at any time of day, including in the evenings. The caller ID identifies the caller as Mad City and the calls have come from multiple different numbers. I have blocked the calls, but the calls still ring once. I work from home and it is very disruptive. This has been going on for months and needs to stop. I will never use this company because of this ongoing harassment.

  

  Business Response

  Date: 08/03/2023

  To Whom It May ****************************** have placed this customer on our "Do Not Call" list, so they will not receive any further communication from **. However, we did not receive any previous communication from them requesting to be removed from our list prior to this. 

  Regards,

  Mad ****************** Team 

  Customer Answer

  Date: 08/04/2023

  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.

  While the calls have stopped since I filed this complaint,there should have been no need for me to request to be placed on a Do Not Call list.  I told the initial caller that they had the wrong number, I had no need for their services and wasn't interested. That should have been sufficient to terminate further contact.  I also blocked their calls which should have also clued them in to stop calling.  My number is listed on the Federal Do Not Call Registry.  Also, there is no justification for any vendor to call multiple times every day, sometimes up to five times and on every day of the week.  In reviewing the similar complaints posted on the BBB website about this company, perhaps action by the *** is warranted.  
  
  Regards,
  
  *********************

  

  Business Response

  Date: 08/07/2023

  To Whom It May ************************ the customers request, we have removed them from *********** list. 

  Regards,

  Mad ****************** Team 

  Customer Answer

  Date: 08/08/2023

  [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. It is not worth my time to continue trying to get them to understand that this situation never should have occurred when their only answer is that they have put me on their do not call list.  It is unfortunate that I had to resort to a BBB complaint to get them to stop calling me (up to five times a day).  Their reply demonstrates no understanding of the real issue or the desire to prevent this from happening to anyone else.  They have made no meaningful improvements.
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:07/24/2023

  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.

  Signed a contract for every windows in the house and sliding glass door to be replaced on 4/17/2023. Mad City called and we set the install for 6/2/2023. The two installers showed up an hour before the scheduled time to arrive. Normally I wouldnt mind having a job start early but my grandchildren were still sleeping and we thought we had an hour to finish what they had requested before starting. The guy who spoke to me was very rude and asked if wed be ready in an hour, to which I told him yes. He came back 35 minutes later to tell me he had a family emergency and had to leave. I then called Mad City, they told me he could come back the following day. I told them I was not going to allow any installation team treat and talk to me the way he did. They told me the next installation would be 6/19/2023. That day 6 guys showed up. They didnt wear any protective covering on their feet. When they did the front windows, they put a shim on the bottom of the windows. That windows is now bowed and the window doesnt open/close or lock properly. The sliding glass door has black in between the panes. EVERY screen has a tear. I talked to Mad city, they sent their local rep out to look. He noted everything and they re-ordered a sliding glass door. Said it would take about 4 weeks. They called on 7/11/2023 to schedule replacement of door and all screens plus to fix the front windows and any others that were misaligned. Schedule is for 7/25/2023 and Ive yet to receive confirmation. I called 6 times today and left a message also. I called during business hours and every time it went to voicemail.

  

  Business Response

  Date: 07/25/2023

  We have received the complaint and will be contacting the customer for resolution.

• Initial Complaint

  Date:07/19/2023

  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.

  *** City uses fraudulent marketing practices and misrepresentation in sales of their "luxury baths". First, they are marketed as maintenance free; however, the acrylic bath panels are sealed with caulk which had already shrunk and degraded within a month of bath installation. In addition, the caulk is a completely different shade than the bath panels, which is unsightly. ***********, manufacturer of the acrylic baths and ****** ******* of *** City, describes an alternate method of sealing the panels similar to bonding PVC, but this has been superseded by the use of cheap, unsightly caulk which must be replaced every few months at best. This is not the same as "maintenance free".*** City heavily uses the phrase, "Family Owned and Operated" to describe the *******'s commitment to long-term service in their sales presentation and on their website. In fact, *** City and *********** are both owned by ***********, which in turn is owned by ************** of *******. *****************************, former owner, is retained as CEO, but it's apparent that the *******'s success wasn't built on the quality of products and service currently being sold under the guise of *** City's former reputation. When I pointed out to the service manager that *********** describes a different method of sealing seams on their bath panels, he said that the "caulk is what they give us to use and it voids the warranty to use anything else". This is disingenuous since they are essentially the same *******. Caulk is not a permanent method of sealing the panels, and will require lifelong maintenance. In addition, the caulk is chalky white against the grayish white of the bath panels, which looks cheap and not like one could reasonably expect from a "luxury bath". Other features of the bath are also below the expectations portrayed: Bath hardware is lightweight and low-end. Corner shelves are not designed with a drainboard and hold water. Acrylic bath is not durable, but fragile with few cleaning options.

  

  Business Response

  Date: 07/19/2023

  ***** and *******,

  Our Luxury Baths are sealed in the corners with 2 step sealant process. 1st we apply a clear primer only in the area that the sealant is applied as it does etch the panels. the etching process does dull or effect the finish so it has to be applied carefully. then the sealant is placed on the etched joint. the sealant is the bonding product that connect the 2 panels. this process is often referred to as caulking. Caulking is a ******** term since it is a tube applied sealant.I can assure you that it is not a cheap product. 

  BCI is the manufacture of the product and the only connect to BCI that Mad City has t that we are a "Luxury Bath" dealer of their product. Mad City extends and adds warranty coverage by warranting our workmanship and supply a double lifetime labor inclusion.  Neither Mad City or ******* own BCI. Mad City is owned and operated By *************************. He and ******* are working on co-branding our as we expand nationally. 

  We are working with BCI to on a shipping issue where the white sealants were incorrectly packaged. That is why when our service came out on july 17th he had 2 different batch items with him to correct this issue. you re fuse him entrance and denied us the legal right to repair. If the sealant had "shrunk" because of improperly fitted walls we would have inspected that and corrected that as well. There is a delicate line between the amount of sealant needed and the amount consumers believe is acceptable. 

  Until you are willing to let us in to inspect and address any of your concerns with any necessary repairs, We will not be able to move forward toward a resolution. 

  I will be reaching out to you in the next 24 hours by phone to further address and clarify your misconceptions of our company, our product, and the level of service we strive to offer our companies.

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

  Mad City Windows and Baths

   

  Customer Answer

  Date: 07/20/2023

  [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,
  
  ***** /***********************/ Roselle
  

• Initial Complaint

  Date:07/17/2023

  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.

  We made contact at a Home and Garden expo. The very pushy vendor kept at me until I filled out a card with the promise to make a call to schedule a free estimate. After reading more about the company they called and I told them we no longer had any interest in a free estimate. They call daily and multiple times. I have messaged them at least 3 times to stop calling and remove us from their call list. They do not follow through. I consider this harassment at this point as they just won't quit. I would never consider using them based on their extremely poor customer service experience. Make them stop! I have blocked them but it continues.

  

  Business Response

  Date: 07/19/2023

  To Whom It May ***************** have placed this customer on our "Do no call" list. We have no records of them telling us not to contact them. The number they were texting may have been a land line or a number that doesn't receive texts. 

  Regards,

  Mad ****************** Team 

• Initial Complaint

  Date:07/17/2023

  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.

  They have been very hard to work with They promise to get windows installed properly didnt happen. Said they were going to order rollers to fix our windows, plus, the screens for our windows were wrong. They were never ordered that. We had to call them to get them ordered. (They forgot). One month longer. Had to recall, and ask when they were coming. We had to wait for an appointment. Now we are months later we still need a replacement window plus the calking is terrible. Been two months later a not a word from them. We by to be reimbursed for all this bull!!!!! Im feed up and will give them bad reviews!!!!!!!

  

  Business Response

  Date: 07/17/2023

  We will be in contact with this customer and address all issues and concerns going forward.

  Customer Answer

  Date: 07/21/2023

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