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 has 27 locations, listed below.

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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

  
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  Mad City Windows & Baths

  100 Cohoes Ave Troy, NY 12183

  
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  Mad City Windows & Baths

  15375 Herriman Blvd Noblesville, IN 46060

  
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  Mad City Windows & Baths

  2745 Whitehall Park Dr Ste 600 Charlotte, NC 28273

  

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:10/18/2022

  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 bathrooms do two bathrooms and the one with the tub there pip is leaking and I had to have someone tear down the Cellinig to get to the pipe and they wont come out and fix there leaking pipe and other problems specially with mod reall y bad and I am still paying off $13,000 on this and we had them come out before to fix mode and another pipe and the guy went back and told them it was a different pipe and he lied to there boss about stuff now they dont want to fix there other leaky pipe

  

  Business Response

  Date: 10/19/2022

  ************** was at the home today and remedied the homeowners concerns about a leak 

• Initial Complaint

  Date:10/14/2022

  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.

  Mad City renovated our bathroom January 2022. Per our contract they were to knock out the existing tile that went 1/2 way up the walls. They did not do this. The wainscoting they installed had gaps along the floor & was cut crooked & cracked. Some was not adhered to the wall, we had to use a clamp to hold it in place. The bathtub, which they replaced, has a crack across the whole back of the tub. They sent 2 different inspectors on 2 different occasions and they both said it was a total redo. 1 video taped the whole thing. They did send someone to redo the wainscoting. Now some of the tiles on our floor are coming up & they cut the light switch in half so it would fit. They refuse to replace our tub. They are sending someone to buff it out even after the 2 inspectors said that was not possible as its too big. We have not heard from them since. We would really like it finished correctly & a discount for all the issues, ******************* My husband has wasted 5 days of vacation so far & its still not done.

  

  Business Response

  Date: 10/17/2022

  Mad City has reached out to Mr. ***** ********************* to address their concerns and to discuss a resolution.

• Initial Complaint

  Date:10/13/2022

  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 have been dealing with them since beginning of May. We had to wait for windows to come in, which I understand because of supply chain issues. When they finally came in, 2 of the windows had scratches on them and 1 had black silicone inside the pane. Had to wait another 3 weeks to come back and replace. The 2 windows STILL had scratches in them in the same place. Guess they are not inspected when they leave the manufacturer. They came back a 3rd time that I had to take off of work AGAIN. Unbelievable! And NOW today, noticed they all have puddles of water inside plus moisture all over. Couldnt see out one of the windows at all this morning. Would NEVER recommend Mad City!!

  

  Business Response

  Date: 10/13/2022

  Mad City has been working with this customer to resolve the scratches unfortunately we csnt control what the manufacturer sends us. We will be reaching out to the customer about condensation and how to reduce this issue as it is a natural occurrence due to multiple factors caused by natural conditions 

  Customer Answer

  Date: 10/13/2022

  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.
  
  

  In the 26 years we have been at this house, we have NEVER had condensation or any water on any of our windows , therefore any moisture anywhere. We still have a few of our original windows from when we built the house, as MAd City only replaced 7. There should not be ANY condensation anywhere near a brand new window EVER! Your reply is unacceptable! 
  [Please type your response here.]
  
  Regards,
  
  *************************

  

  Business Response

  Date: 10/14/2022

  Mad City included info about condensation in the packet that was left for the customer. Condensation on new energy efficient windows is very common. Sometimes, homeowners start to see this happen after they've installed new windows because the new windows are much more energy-efficient than the old ones. While the older windows may have allowed for air to escape around them, the new ones are tightly sealed, which can cause the condensation to finally show up.

• Initial Complaint

  Date:10/08/2022

  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 Mad City Windows & Baths come into our home to remodel our two showers.The old basement shower leaked, and we didn't know why. At the sales meeting we told the salesman that the shower leaked out the right side along the wall and we didn't know why. He said Mad City's work would not leak. We also told the installer, *****, who came to install our shower. ***** said the shower we had was poor quality and assured us that we didn't have to worry - that Mad City's products and work would not leak. Well, our new shower not only still leaks out the right side along the wall - the leak is faster and much, much worse and it also now leaks along the right side too. We have been fighting to have them fix it for WEEKS (since September 14) but they are refusing, claiming they don't fix "preexisting" conditions. The rep ******* we have had to work with claims the pictures they took at the installation show there was a leaking pipe behind the shower. My question is this: if they saw there was leaking and they weren't going to fix it- why not TELL US BEFORE they put a shower on top of the leak?! We could have have the "preexisting" issue taken care of and then they could have put in the shower. THAT is honesty and integrity- not saying nothing and then refusing to fix an issue they saw, didn't tell us about and made worse with their install.This has been a horrible nightmare and because we contracted financing for the work, the financing company is not releasing us from the contract. Yet Mad City continues to refuse to do the work they said they would do - which was install a new shower that didn't leak!And just to top it off - While they did the remodel, they damaged our flooring - and when I asked for them to fix it, ***** (of Mad City) said they would give me some money so I could buy something to cover it up! It makes me sick that this was the first solution they offered me for damage they did.

  

  Business Response

  Date: 10/11/2022

  The complaint in question is from a pre-existing condition. Upon further inspection Mad City advised the customer that the leak was located in an area of plumbing that we did not touch for our scope of work.

   

  We will be reaching out again to this customer to try to come to a resolution.

  Customer Answer

  Date: 10/11/2022

  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.
  
  Mad City completely deceived us as to the work they would complete. From the very first meeting with the salesman, we said we wanted to replace a leaking basement shower. We were told be the salesman and the installer that they would give us a shower that didn't leak. To claim after the fact that they "do not address preexisting conditions" is deceptive, and it is an outright lie because we were told they would put in a shower that did not leak!

  Mad City should have told us up front and first thing that they do not fix plumbing or leaks, but only put in new showers.

  We were NEVER ONCE told they would not fix the leak. We talked to the salesman and the installer and even say were it was leaking - and they both told us not to worry!

  This is an incredibly deceptive business practice and others should be warned about this company so they are not trapped into the same nightmare that our family has been forced into.

  I will stand by the fact that Mad City is a deceptive company unless they remove the basement shower and fully refund all charges for the basement shower.

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

  

  Business Response

  Date: 10/14/2022

  Mad City has been in contact with the customer on several occasions to work out a mutual resolution.

   

  Customers have been given 2 options for a course of action and are taking the weekend to think it over.

   

  We are hoping to reach an agreement next week.

• Initial Complaint

  Date:10/07/2022

  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.

  On April 14, we contracted with *** City ***************************** for a new bathtub and surround. On Aug. 15 an admittedly inexperienced installer worked for two long days, but was unable to finish the job. He was missing a "window kit" to frame a newly installed window (noted in our contract). He said the bathtub provided to him looked "too small." He left a long opening between the tub and wall; a hole between the tub and floor among other problems. On Aug. 17, we contacted the *** City person he said could finish the job, but that person failed to follow up. In late ******* *** City called, we sent them photos of the damages and unfinished work, they never followed up in person. After several more phone calls with other employees, a second installer came on Sept. 27. He reinstalled one of the walls, but created additional problems, including numerous holes in the drywall. He promised to return the next day to finish the job, but then called and said he was not coming and that a "sub-contractor" would finish the job.On Sept. 29, the sub-contractor looked at the installation, called it a disaster and declined to fix it. On Oct. 3, a municipal inspector said the tub was unusable as was, and promised to send a "finish job" order to *** City on our behalf. After more phone calls, a third *** City employee came on Oct. 6. He agreed to re-install most of the work and to fix the many problems caused by the previous employees. We are awaiting their return. Originally, we were promised a two-day installation; this bathroom has been unusable since their first attempt on Aug. 15. Communication has been confused, frustrating and intermittent since then. A detailed list and photos of each problem have been shared with *** City on more than one occasion over the last seven weeks.

  

  Business Response

  Date: 10/10/2022

  Mad City will reach out to the homeowner within 24 hours to address all issues and come up with a resolution

• Initial Complaint

  Date:10/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My parents contracted mad city for a kitchen remodel they were told it was going to take one day. They were not done, pieces were coming off. They ignored phone calls for over a year and took them a over a year to finally finish the work. They are still ignoring phone calls there answering service has no numbers to give directly to management to discuss the remainder of the bill. This company is unprofessional, the worst Ive ever felt with.

  

  Business Response

  Date: 10/07/2022

  Mad City has reached out to the homeowner and come to a resolution 

• Initial Complaint

  Date:10/04/2022

  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.

  Purchased a kitchen re-facing on 02/22/22. Mad City advertises that they are professional kitchen remodelers and that they can re-face kitchen cabinets in about four days. They began the job in April of 2022. The crew sent to do the job botched it badly...so badly, the crew was eventually fired. Since April, the company has sent technicians to our home six (6) times and the issues are still not resolved. The product is inferior and Mad City charges a premium price ($22,000+). The salespeople are disceptive and the "manager" at the ****** location is belligerent and not service oriented in the least. This company advertises a product that it has not yet been able to deliver.

  

  Business Response

  Date: 10/04/2022

  Mad City is a professional remodeler we are working with this customer to satisfy their needs and complaints. We have 1 drawer front that was accidently drilled in the wrong place causing us to re order this. We also have some base trim that the customer refused wanting us to match what they currently have. This is something we don't offer but, in this situation we are checking to see where we can locate the trim and install for the customer to satisfy them. As soon as the drawer front comes in we will set up to have a service technician come and take care of the issues.