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

  5020 Voges Rd Madison, WI 53718-6928

  
• 

  Mad City Windows & Baths

  17044 W Victor Rd New Berlin, WI 53151-4137

  
• 

  Mad City Windows & Baths

  18900 W 158th St Olathe, KS 66062-8027

  
• 

  Mad City Windows & Baths

  959 Harmsted Ct Saint Charles, MO 63301-4332

  
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  Mad City Windows and Baths

  5201 Old Poole Rd Ste 109 Raleigh, NC 27610-3085

  

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:03/12/2025

  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 hired Mad City to replace our bathtub with a walk in shower. ****** was the salesman he said we would have no problems working with the company. That's a lie! ***** came out and did all measurements he didn't put the window in the order the day before installation date Mad City called to reschedule because they didn't have a window. We paid for a 24 by 39 frosted tempered window. January 30th the installers came they did the demo and realized the old window didn't get measured right and They didn't have a window for us. They found a smaller not frosted and tempered window. We ordered a Kauai system with a hand held head. ** the installer said he would put the rain head shower head on and I needed to call and talk to Someone about it. Our shower drain froze 7 days after the shower was installed. What a nightmare getting someone to call you back! Hope sent out Mad City's plumber ha that's a joke to. 6 days with out a shower they sent a 3rd party plumber out he said whoever did the demo should have cleaned the drain. There was old wood debris and our drain would not have froze if it worked properly. Hope said we would talk about some discounts ******* said he would get us a different shower head. I wish the shower was out of our house the whole thing is just a nightmare. The company is hiding behind a answer service and I can't get any answers!

  

  Business Response

  Date: 03/13/2025

  We have made contact with this customer and are currently in the process of making everything right. We had already had parts on order to correct the window issue, And we actually reached out to her today so that we can schedule to get it corrected.  In regard to the customer not being able to get ahold of us, In talking with *****, we had originally given her our direct phone number to reach me, however she mentioned that they got new phones and lost the phone number to reach me, I have now given her my number again so that she can get a hold of me whenever needed. In regard to the plumbing issue, there was no construction debris to be found, this was confirmed by the plumber today he mentioned it was just a slow drain, and the plumber found that the main stack that was existing on her home was filled with sludge - He was happy to take care of it on the day of the service. She will be contacting me a bit later today to go over everything and finalize the project. 

• Initial Complaint

  Date:03/12/2025

  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 recently filed a complaint due to misleading and deceptive tactics with ******** that involved changing my funding amount and costs of a project after they were agreed upon due to the salesperson's math error that he then tried to place the blame on me for and dismiss and gaslight me when I called it out. I spoke to *** a few weeks ago, and he stated he was going to make it right and reimburse me, either through the financing company or by a check for $600 to account for this change in my loan that should not have taken place. He indicated I would hear from him the day my one cabinet was installed or prior to. I have not heard from him and it's now been a couple weeks after the final install and I'm unsure of the status of this. I'd like this resolved and to know what is going on. Further he also indicated to me, that even though I would not leave a 5 star review on ****** due to the very deceptive tactics from sales and the dismissal of my needs as a customer, that the people that did the labor would still be incentivized as I didn't feel it was proper for me to leave an inflated review just for the company to incentivize the employees that did their job correctly. I'd like to also make sure this was still going to happen. I'd like a response to know the status of these 2 things, including the $600 that I was told would be sent to me for falsifying and inflating my financing amount. I noticed when hearing from the financing company that wasn't corrected on their end so I'd like to know what will happen to get this resolved in a timely manner so I can finally be done with this company that keeps dragging their feet to make this situation right. I don't want to keep having to follow up to ask others to do their job. I'm not paid to babysit.

  

  Business Response

  Date: 03/13/2025

  *********,

  When we had talked and discussed your concerns and I had agreed to the $600 discount I had explained that I was not sure if the loan amount could be changed and that it would be likely once the loan was funded we would be sending you a check for the discount. I have followed through with what I had promised. The installers have received their incentives and since the funding has been received the check has been printed and is set for the Friday mailer. it will be mailed tomorrow. I have attached the notes from our CRM to show that I have carried out everything I stated we would.

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

  Madison Production Manager

  Customer Answer

  Date: 03/19/2025

  [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:03/12/2025

  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.

  After searching on the internet for a bathroom vendor. We have been receiving several phone calls from ********. We have not answered. No message is ever left. Just a hangup during our were not home recording. This has been going on for weeks. Today is 3/12/2025. Thank you

  

  Business Response

  Date: 03/13/2025

  This prospect will be added to our do not call list

  Customer Answer

  Date: 03/13/2025

  [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:03/10/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/26/25 my husband and I signed a contract with Mad City ***************************** to remove a current bath tub and install a walk in shower. Approximately 12/27/24 ******* the installer started removing the old tub and shower. ******* then built a new wall and advised us that when he is finished he will let Mad City know so they can send someone to finish the wall. On 12/28 ******* worked all day to install the walk in shower. When ******* completed the walk in shower he again advised me that someone would be calling me to complete the work. The wall needed to be painted and the trim needed to be finished. It is now 3/9/25 and nothing has been completed. We did receive a visit from a contractor late January who advised us that once Mad City approved his quote that he would be back to finish the work. I called Mad city at ************ and transferred me to another number ************ where I was then transferred to another number ************. To this day I received one call from Mad City who had no information so he would have someone call me to schedule the work. Again today is 3/9/25 and my bathroom is still not completed. The only person we are satisfied with is ******* who did a fantastic job, doing what he said he would do. The contractor statement is *****..The total amount is ******, the VA gave us 2 payments of 3400since we are both disabled Veterans. I gave Mad City ******* deposit. To date we have paid 4400 even though we have a contract with Service Finance account # ******* with one year no interest due if we pay by 1/3/2026

  

  Business Response

  Date: 03/11/2025

  We have reached out to discuss issues and resolve, I have left a voicemail to call back so we can take care of this customer. Call us back and we will happily take care of the drywall issue

  Customer Answer

  Date: 03/11/2025

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

  Customer Answer

  Date: 03/21/2025

  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.
  
  

  Here is an update on our complaint against Mad City Bath & Windows. The gentlemen was to arrive between 8 & 8:30 am this am. I received a call that he would be an hour and ten minutes late. He arrived at apx. 10 am and worked till 4:20. All he did was sand the area that was supposed to be painted also. He advised me that **** Park told him that was all he was to do. I advised him that I did not pay over ****** for an unfinished job. I refused to sign the completion paper work and to have **** call me. Here are the pictures of the job.

                                         Thank-You

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

  
  

  

  
  

  

  
  

  

  
  

  

  
  

  

  
  

  
  

  
  

  
  

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

  

  Business Response

  Date: 03/27/2025

  Mrs. *********,

   

  As stated, that's all the service tech. could complete that day as there was no mud or tape on the walls and the compound needs time to dry. I have reached out to you since and we have made an agreement to finish service on 3/31 @ 9:30 am. to complete this service issue for you. Thank you for updating this complaint as we want to make sure you are satisfied as a customer of Mad City. 

   

   

  Customer Answer

  Date: 03/30/2025

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

  Customer Answer

  Date: 04/01/2025

  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.]They did come over 3/30 to paint. The bottom of the wall was left open. My husband placed items to close the opening. I will send photos. Theres no reason for ******** to return to my house. I went through weeks of ******** doing nothing. They charged me over $20,000 with aggravation.                       

   

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

  

  Business Response

  Date: 04/03/2025

  Mrs. *********,

   

  I understand your concern. Unfortunately, I do not see anywhere in your contract that states that we are obligated to provide any base trin in the area that we built the wall in your bathroom, we have drywalled the area and had gotten it prepped for paint. We have color matched the paint and painted the area as well. I would be happy to discuss this we you so we can come to an agreement as to what will get you satisfied with the service. All service tickets have been signed off on as well. If you could please call me at ************, I would be happy to discuss this further to ensure your satisfaction.

   

  Thank you,

  Customer Answer

  Date: 04/09/2025

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

• Initial Complaint

  Date:03/08/2025

  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 business showed up at my house and they were ask to leave. Then they called me 6 times in 13 minutes and were told to stop calling . I did not sign up or give them my phone number. This is total harrasment.

  

  Business Response

  Date: 03/11/2025

  This prospect will be added to Mad City's do not call list

  Customer Answer

  Date: 03/11/2025

  [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:03/06/2025

  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.

  Date of transaction 12/13/24. The price for 6 windows was $12,000 for 4 full size Full size basement windows & 2 windows in attic. A third ****** came to measure 6 windows. He stated, he would not do 2 of the 4 windows in basement or the 2 windows in attic. I contacted the various departments of that company, sales, billing, ************************* They later refused to do 2 basement windows. They were to credit back $4,000. They sent the sales ****** back to make billing correction, but at higher price than agreement. I called sales ****** and billing people yet again. I have various text messages from sale ****** promising to return with the correct billing for 4 windows. But never it never happen. They finally showed up yesterday 03/05/2025, to install the 4 FULL size windows. They only installed 2 smaller size basement windows that look nothing like the windows that they sold me. They attempted to have me sign their final bill for yet another $5,442.00. I refused to sign that part of their documents, but was told to at least sign the part that the workers did not cause damage to my property while here from 9 am to 5 pm. I signed and added ***. They called someone over the phone. He stated he would get document amount corrected for 4 windows. At $2,000 per window for FULL size windows, not these smaller windows. I was told, by the installer, the windows for attic will also be smaller than the ones already in the attic. The man on phone stated he was coming back with the two installers after speaking with their billing department. He also stated that he had bad news. The sales woman ******, had quit. I learned that she was really fired. When I question why she had not returned my calls. He stated that was a company phone number. I don't believe that to be true. I have contact numbers and an email for the company. Along with documents provided. I expect a refund on at least the only two smaller windows they already installed.

  

  Business Response

  Date: 03/07/2025

  On 12/13/2024 customer purchased 6 ********************** from ********. On 1/20/25 there was a change order for 2 windows to be removed from contract. We have received her windows and installed all but the 2 attic windows. At install the customer was upset about the size of the ********************** which was brought to our attention. During our conversation with the customer, she stated the contract was supposed to be for full framed windows. However, that is not what the change order that the customer signed outlined. Our contract states the windows are pocket replacement windows. As of current, we Need to return and install the 2 remaining attic windows. We have reached out multiple times today to set a time and date that works for you to return for the attic windows and discuss any issues you may have had with the contract. Please call us back so we can discuss finishing the install at your earliest convince. In light of this formal complaint, we may have to retract any offer we could have made. 
  

  Customer Answer

  Date: 03/07/2025

  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 forwarded both the emails I sent the company requesting a refund of $1,100 from the $5,100, I gave them back in December 2024. Along with  texts messages continuing to request this refund. 

  The disrespectful matter of this employee **** ******, who claims he was the person to complaint to and his matter of taking advantage of me is not acceptable. I will not be forced to accept any more windows installed that are smaller than what was originally agreed upon. They are already taking advantage of making me pay for smaller basement windows for the price of full size windows.

  I am willing to accept that I am having to pay them $4,000 for those 2 smaller basement windows. I want the refund of $1,100, which is the extra amount I paid for just 2 smaller  basement windows, which photos were also submitted showing the workmanship, also explained in the information forwarded to you. 

  Please review the various emails and text messages sent to you stating just that.]

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

  

  Business Response

  Date: 03/11/2025

  We have attempted to contact you regarding the situation with your windows 5 different times to discuss the issues at hand. I am more than willing to work with you on the issues and talk anything over. If you would please return my calls so we can get this matter resolved, I would be much appreciated.

  Customer Answer

  Date: 03/11/2025

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

  Customer Answer

  Date: 03/11/2025

  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 read the business response. From their last responses, they already inform me through Better Business portal their refusal to come to an agreement for the only two smaller than originally agreed upon windows. 

  The only agreement I continue to requests and want/need documented on the Better Business portal, are to refund me for the real cost of those two smaller than agreed upon windows, they installed or to refund me at least $1,100.

  Their employee **** ******, is no one I need to communicate with any longer. 

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

  

  Business Response

  Date: 03/12/2025

  We completely understand your concern and issues and wish to resolve them with you as we have reached out several times trying to communicate with you about the issues at hand. The BBB is not a mediation company that gets involved in and helps negotiate between customer and company and you will have to continue to communicate and resolve their concerns directly with Mad City. Please reach out to us at ************ so we can make sure your issues are taken care of. Thank you.
  

  Customer Answer

  Date: 03/12/2025

  [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. 

  The $5000 was charged to a credit card. Mad City can credit the $1,100.00 back to the credit card that it was charged it on. No need to slow this process any further.
  
  Regards,
  
  ***** *****

  
  

• Initial Complaint

  Date:03/05/2025

  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.

  Complaint Summary: Misrepresentation of Product and Installation Specifications: I am filing this complaint due to the misrepresentation of both the product and installation specifications for a bathtub and shower system I recently purchased.First, the shower head installation is unusable. My previous shower head was installed approximately a foot above my head, allowing for comfortable use. However, the new shower head is positioned at my head level, making it impossible to use as a functioning shower for anyone taller than 5'7". I explicitly requested that the shower head be installed at the same height as my previous system, but this request was not honored.Second, the bathtub does not meet the standards I clearly outlined during the sales process. I emphasized that I wanted a durable tub that could be cleaned with any type of cleaning product, as I did not want a fragile tub requiring special care. The salesman assured me that the tub had no special cleaning requirements. However, after installation, I was informed that the tub is fragile and cannot withstand standard cleaning products. This directly contradicts the assurances I was given, and the product is not of the quality I was promised.This situation is unacceptable, and I am requesting that the company remove the tub and shower system and issue a full refund. These issues stem from both misrepresentation during the sales process and failure to deliver on agreed-upon specifications.

  

  Business Response

  Date: 03/07/2025

  This complaint by Ms. ***** is very disheartening to receive as Mad City was never contacted by her prior to this complaint being filed. We were never given the opportunity to address her concerns.
  
  1. Product placement is a permanent setting; therefore, we use a form to document each item we install and at what height the customer wants them installed. Mrs. ***** signed off on the location of where she wanted the shower head prior to us doing so. Attached is the documentation.
  
  In addition, had she contacted the office, we have other solutions for raising the shower head via a different style shower arm, or even as extensive as opening the wall and raising the height.
  
  2. There are numerous products that work on our shower systems. Simple items from common household products like water & vinegar solutions, to multiple cleaning supply products that can be purchased from big box stores.
  
  All we ask is that you do not use abrasive products that scratch the system or corrosive products that dull the coloring.
  
  Attached are the Care & Maintenance Instructions that come directly from our manufacturer.
  
  
  
  We will reach out to Mrs. ***** to see if we can find a solution for her shower head concern.
  
  Mad City will not be offering a refund as we do not believe it is warranted or equitable.

  Customer Answer

  Date: 03/07/2025

  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 am writing to address the rejection of my complaint. I respectfully request that this matter be reviewed again, as there are critical inaccuracies and key points of my concern that were overlooked.

  
  Identity Mistake: To begin with, I am not ******************* correct this error in your records and correspondence regarding my complaint.

  
  Clarification of Complaint Scope: My complaint is not about the product's qualities, the preference of cleaners, or any subjective opinions about the product itself. The primary issue is the misrepresentation of the product during the sales process.

  
  Signing Under Duress: While it may be noted that I signed off on the product, it is important to understand that I did so under duress, due to the situation I found myself in at the time. This should not serve as a dismissal of the core concern about the misleading presentation.

  
  Reason for Not Contacting the Company Directly: I chose to escalate my concerns through the BBB rather than addressing them directly with the company. This decision stems from the company's initial act of misrepresentation, which fundamentally breached my trust. It is evident that engaging with them directly on this matter would not yield an honest resolution, as they have already proven untrustworthy.

  
  Misrepresentation Details: Specifically, I was assured during the product presentation that the item I was purchasing could withstand scrubbing and the use of any type of cleaner. The product that was actually installed does not meet these stated capabilities. This discrepancy clearly constitutes misrepresentation.

  
  I kindly ask that the BBB evaluate my case based on the facts of misrepresentation, while disregarding unrelated issues such as product opinions or preferences.
  Thank you for your time and attention. I look forward to your response.

  
  Sincerely,

  ******* Bassett *******

  

  Business Response

  Date: 03/12/2025

  Ms. ******* *******, 
  Apologies for the name discrepancy.
  
  To address the statements:
  #1 Claiming duress is a serious allegation. Mad City in no way performed in a manner that would cause duress, which by definition is, "threats, violence, constraints or other action brought to bear on someone to do something against their will or better judgment".
  
  Customer was asked what height she would like her accessories installed and signed off agreeing that was the location she selected. If she had chosen not to give a height, my installer would have just left the accessories uninstalled and at her home.
  
  No one made threats for refusal to not sign.
  
  #2 Customer was shown samples of the product prior to purchasing. We discuss how the product is made and the maintenance process at the time. I cannot confirm what was said at the time of sale (as I was not present), only that our customer was provided with our Care and Maintenance Literature.
  
  #3The BBB is a 3rd party review site. They do not step in and require actions to be taken by the company. 

  #4 Mad City has reached out to the customer several times to address her concern about the shower head but has not received any response. Mad City will not be offering a refund.

   

  Mad City would ask that this complaint be closed as the customer is not responding to our efforts to resolve her complaint.
  
  
  

  Customer Answer

  Date: 03/13/2025

  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.
  
  To address Mad Citys statements:
  

  It is completely and totally inappropriate that Mad City has been attempting to contact me outside of the BBB platform. I have clearly stated before that all communication regarding this matter must remain within the BBB forum. Attempts to bypass the BBB platform could be seen as undermining the transparency and accountability that the BBB forum provides. Engaging outside the platform risks reducing the clarity of communication, as written records are essential for ensuring both parties have a fair and documented process. This could potentially lead to misunderstandings or outcomes that disproportionately favor the company's interests, raising questions about the integrity of the company.
  

  Contrary to their claim, the maintenance instructions were not provided beforehand with the quote. As I have stated previously, they were disclosed only after the product was installed, and the salesperson misrepresented the product during the sales process.
  

  If the BBB chooses to close this case, please be advised that I will be pursuing this matter in a court of law. Should Mad City prefer to resolve this issue in that venue, they are welcome to communicate that intent through the BBB.

  My requested actions remain as they were from the beginning:
  

  Removal of the shower and bathtub at the expense of Mad City in a manner that permits the installation of a tub of my choosing. 
  

  A full refund of the amount paid.
  

  Thank you for ensuring that this process remains professional and within the guidelines set forth by the BBB.

  
  Regards,
  
  ******* Bassett *******

• Initial Complaint

  Date:03/04/2025

  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 want this company to stop harassing me, spam calling at all times of the day everyday, with different area numbers is not going to get my business this tactic is stupid, down right annoying and a complete waist of your employees time. A simple email or voicemail for a quote for the cost of a remodel would be satisfactory and you would get more costumers that way but harassing them when people have lives, work, take care of their families is down right disgusting! This has been going for at least three weeks obviously I do not wish to have your services so please stop non stop calling me!!

  

  Business Response

  Date: 03/06/2025

  This prospect will be added to our do not call list

• Initial Complaint

  Date:02/26/2025

  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.

  Avoid!! Had Mad City Windows & Baths out for an estimate to our home. I own the home with my elderly mother in ***********************. The sales *** came from the ***********/************ area (2 hour drive). We wanted a quote for our cabinets to be painted. The meeting didn't last very long as the sales *** was not interested in giving us a painting quote. He tried to divide my mother and I on what we wanted. Long story short, I asked him to leave several times and even called 911 as he refused to leave. Instead of leaving, he called his supervisor and tried to salvage the call by talking to my elderly mother. I ended up dragging him off his chair and dragged his a** to the door to remove him. Police arrived shortly after. Filed a police ***ort and statement and I don't think we will be seeing him back at our house again. ***** this company and their aggressive sales tactics and harassment.

  

  Business Response

  Date: 03/06/2025

  Management at ******** would like to send the customer our apologies for the behavior of this staff member. Prior to receiving the BBB complaint we had become aware of the sales **** conduct and terminated employment immediately. 

  Customer Answer

  Date: 03/06/2025

  [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:02/25/2025

  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 made the mistake of making a generic inquiry on the Intranet concerning one of those one day shower installs to see average pricing. This was on Sunday, 2/23/25. Immediately, I started getting repeated phone calls from ********. When an unidentified number called, I answered and it was a *** from ******** and I explained that I was just looking for some info online, not looking for a quote or estimate. He offered to come do a free estimate and I once again said no. Immediately following that call, I received a text with a link to schedule my free home estimate. I did not respond. Between Sunday afternoon and today, 2/25/25 at 4:51 pm, I have received 66 phone calls from various numbers either identifying as Mad City, or not, but leaving no message so I assume it's just another work around. I have blocked at least 15 numbers, only to continue receiving Mad City calls from different numbers. I finally responded to the text saying "Please stop the automated phone calls!" I posted a *** on ******** and tagged them! When I checked their page, there were several other tags complaining of the same issue over the past couple of months - now those are mysteriously gone. I sent them a message through messenger stating if they didn't stop with the calls, I would complain to the ***, the *** and the BBB. The calls continue to come in. This is harassment!

  

  Business Response

  Date: 03/06/2025

  This prospect has been added to our do not call list

  Customer Answer

  Date: 03/06/2025

  [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, assuming I receive no further calls.
  
  Regards,
  
  ***** ****