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.

close

Find a Location

Mad City Windows & Baths has 25 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Mad City Windows & Baths

  5020 Voges Rd Madison, WI 53718-6928

  
• 

  Mad City Windows & Baths

  7020 Packer Avenue Wausau, WI 54401-9321

  
• 

  Mad City Windows & Baths

  5000 Tremont Ave Ste 106 Davenport, IA 52807-1017

  
• 

  Mad City Windows & Baths

  6805 4th St SW Cedar Rapids, IA 52404-4762

  
• 

  Mad City Windows & Baths

  2900 SE Enterprise Dr Grimes, IA 50111-4992

  

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:04/17/2025

  Type:Sales and Advertising 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 saw an ad about shower remodel. I was looking just for an email quote or online pricing. You had to provide a phone number to get quote. I got a call immediately after submitting the request but I was at work and couldnt answer. No message was left. In the next 8 hours I got 25 phone calls all labeled from mad city. I blocked them all. They were coming from different phone numbers. Im still getting them. I also got a text from a number and I asked them to please stop its harassment. I was interested in a quote but based on the calls from today, I would not use them.

  

  Business Response

  Date: 04/21/2025

  Mad City will add this prospect to our do not call list

   

  Customer Answer

  Date: 04/21/2025

  [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:04/15/2025

  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.

  This company refuses to stop calling me! They call multiple times a day, EVERY day. As quickly as I block a number, within minutes they call from another number. This has been going on for months. I have sent texts to the numbers telling them to stop, yet it continues. Ive had enough. This needs to STOP!

  

  Business Response

  Date: 04/16/2025

  Mad City will add this prospect to our do not call list

   

• Initial Complaint

  Date:04/14/2025

  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 was going to get a nonslip floor installed by them. They made me a deal and after he left, I looked over the contract and didn&#**;t like the way it looked so I cancelled it. I called him back and told him about this. I was in the hospital for a while. I talked to him after I came out of the hospital and he said he would do it for $8500 and I agreed to this. My daughter said he did a great job but when I got home, I slipped and fell again. I called them and told them and they said they didn&#**;t have a non slip floor. I want them to put in a non-slip floor.

  

  Business Response

  Date: 04/15/2025

  On 3/11, ******** was onsite to install a non slip bath mat. At that time everything was good to go and we had no further issues. No contact after that service was made to let us know there was any problem with the bath mat installed. I have spoken with this homeowner, letting him know that I will source a larger bath mat that remains adhered that he will not have to remove to clean. I let the homeowner know that I will be working on getting that ordered today and will be in contact with him tomorrow on delivery/installation timeline. Homeowner seemed happy with this outcome.

• Initial Complaint

  Date:04/06/2025

  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.

  Screen replacement for window that has lifetime warranty

  

  Business Response

  Date: 04/07/2025

  ******** acquired a company by the name of New Windows for America about 3 years ago.

  Mr. ******** purchased his windows through that company and ******** is honoring the warranty of that product as a third party.

  The manufacture who made his windows are called Vinylmax and we are not affiliated with them, all we can do is submit warranty claims to them.

  This particular manufacture has been the most difficult vendor to work with as they often do not respond to inquiries, give wrong information and miss shipping deadlines.

   

  Mad City has been trying to get this screen replaced under warranty for several months now.

  We did receive one screen back in February, but it came wrong from the manufacturer and had to be reordered.

  The customer is aware of this process, the extended timeline and that Mad City is doing everything we can to ensure this warranty claim is handled.

   

  There is nothing that Mad City can do to expedite the process, only to relate the information the vendor gives us. (Unfortunately, the information is not always correct from the vendor.)

  I have ensured the customer weekly updates will take place till the matter is resolved so that he knows we are prioritizing the matter.

   

• Initial Complaint

  Date:03/31/2025

  Type:Customer Service 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 called my cell phone over 40 times in a 48 hour period! Stop with the harassment. Why would i ever do business with a company like this? When i answer they hang up.

  

  Business Response

  Date: 04/01/2025

  Mad City will add this prospect to our do not call list

• Initial Complaint

  Date:03/30/2025

  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.

  I was looking for pricing to replace the glass in my shower. I have gotten hundreds of calls from dozens of numbers from this company. There is never a message left. Sometimes the calls are minutes apart. I've asked to be removed from their call list. I don't wish to do business with a company that harrasses.

  

  Business Response

  Date: 04/01/2025

  Mad City will add this prospect to our do not call list

• Initial Complaint

  Date:03/26/2025

  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 had a new shower put in our home on 2/27/25 by Mad City. When we signed the contract with the salesman that came to our home we specifically asked for a 40 inch shower pan so that we would get extra room than the previous shower. That is not what we got after install. When we tried to have them remedy the situation they said that the measurements were an estimate. And there was nothing else they could do. We tried to get a price adjustment but the representative I initially spoke with LIED to me and said he was the top guy to talk with and that $300.00 was the only offer he would extend. So I took the money as I figured I had no choice. I found out weeks later that he was not the top guy and there was someone else to talk to and when I told that person (*****) she didnt offer any other compensation and apparently thought it was ok that the other guy lied to me about who he was. We then had a contractor come and give an estimate for new molding as the way they installed the shower they cut our current molding off and it looks terrible. Please note the pictures. Had they done the job we initially agreed upon we wouldnt have to go thru all this. No one ever explained that the shower wasnt going to be a ******************************************************************************************************** that they would cut out molding off. They also scratched our pocket door and the repair was not up to our standards as the scratch is still visible and now they want to come in again to fix it supposedly the right way. I am tired of wasting my time with this company who has been jerking us around since our complaint. We want the shower installed the way we asked for it or we wouldnt have had them do it. If they cant put in the 40inch shower pan to take away the gap we asked for in the first place then I dont think we should be paying the full price for the shower they installed.

  

  Business Response

  Date: 04/01/2025

  Customer was sold a shower on 1/22/25. The measurement's on the contract were explained as rough measurements for pricing and that the Measure Technician that took detailed measurements on 1/30/25 would have the final measurement's. The day of the measure, the customer signed off that they understood that they would be receiving a 38" shower pan vs what was written on contract. We will reach out to the customer tomorrow to discuss the damage to the pocket door and offer to either repair or compensate them for the door to be replaced..

  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.]This completely changed the outcome of the shower. That was not explained to use despite us signing off. The measure tech did NOT explain that it would change the look of the shower and how far it would come out. I even asked the measure tech to confirm that the shower door would come out as far as the wall on the picture that was included for reference. He said yes, it would and that it why I signed off on it.  I have spoken to ***** about this and she knows what I am talking about. She explained that after the fact, after the shower was put in with the gap. No one told us it would change the look of the shower before they installed it.  So obviously they did not explain themselves correctly and thus I signed for something that  they said yes to and it was not despite what the measurement number was. We wanted to pan to come out to the wall so there was no gap. As you can see in the picture there is the gap and we asked for it to be flush. They also put the tile wall on the outside of the shower which was not explained to us and you can see that in the picture. That is what ***** said that Mad City does on ALL there shower/bath installs but that was NOT explained to us until I questioned it after. They told us what we wanted to here and then got out of it by having a clause in the contract that "covers" them when they do something incorrectly, which in this case was done incorrectly but they wrote it off as a "measurement estimate". How can you do business that way? You are never in the wrong, but in this case you are wrong. 

  As far as the pocket door. It was not fixed correctly the first time I let them in the house and they knew it, because ***** told me when I called her to say I was not happy with it that she saw the picture and told the guy who fixed it if I didn't like it they would take the door off and bring it to the shop and color match the stain and fix it the way they should have fixed it the first time. They should have done that the first time. They wanted to do as little work and spend as little money as possible despite ruining our door. I would like a new pocket door as they had their chance to come in and do it correctly the first time. My time is valuable. I have to take off work every time they come in my house. I don't get reimbursed for that. 
  
  Regards,
  
  ******** *******

  

  Business Response

  Date: 04/03/2025

  We have reached out to the customer and left a message to return our call to resolve the issue of the pocket door. As for the shower pan the customer was given a discount previously to resolve the issue if they miss understood how the shower was measured and installed which they accepted. 

  Customer Answer

  Date: 04/03/2025

  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.]The reason I had to accept the 300$ was because the original person I spoke with said that he was the "top person".

  I had asked to speak with HIS manager and he said "I am the top guy". Little did I know he was NOT. He lied! He was covering for the person on vacation. I found this out AFTER I accepted his offer. I found out he was just another person at the company from one of the field managers who came to our house when we requested someone to come out and look at our door. 

  As far as them saying I misunderstood. I did not. They lied to us and we should be getting more money back on a project they failed us on. 

  This is why I am going through the BBB. They are a deceiving company and I don't trust anything that comes out of their mouths.  I think that they owe us more than 300$ because that is what I will cost to have someone re do what they didn't provide in their service to us. 

  I do not want them coming in our house anymore. Yes they reached out to discuss the cost of the door but I haven't had time to call and play phone tag with them. I work. 
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:03/26/2025

  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.

  I ask about an approximate estimate for my bathroom. I did not receive response by email per my request. What I received is more than 25 calls per day. I have blocked the numbers but they still continue to call. This is harassment. I sent a message to the salesperson ***** stating I am not interested. Please remove my number.

  

  Business Response

  Date: 04/01/2025

  Mad City will add this prospect to our do not call list

• Initial Complaint

  Date:03/26/2025

  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.

  The installers sprayed several gallons of water from an upstairs bathroom onto the living room ceiling from above leaving stains on the ceiling. It's been 5 weeks now and they still have not fixed the ceiling.

  

  Business Response

  Date: 03/26/2025

  Hello, 

   

  The repairs were scheduled originally for 3/12 but there was confusion on the scope of work to be performed and the repairs were cancelled by the homeowner. We have been in communication with the homeowner to get this addressed since. I was onsite today, 3/26 at 12:30 to walk through the project to come to an agreement on the scope of drywall work to be completed. During this inspection I utilized a moisture meter to show that the affected areas are dry, discussed the which areas are to be removed and replaced, and gave the homeowner the next steps on how we proceed from here. As discussed onsite, I am working with my drywall company to update the repair bid and get dates for installation. Once this is done I will be in contact to schedule. 

   

  Thank you, 

   

  **** *******

• Initial Complaint

  Date:03/18/2025

  Type:Product 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 purchased all new windows and 2 patio doors from ********. The cost of the replacement items was about $65,000.00. The patio doors and a few windows were installed on January 13th, 2025 and the remaining windows were installed on January 14th, 2025. On January 20th, I emailed ******** regarding a major draft and huge ice build up on the inside of my two patio doors. I also sent them a picture of the ice. A representative from ******** came out to the house and did a thermal scan. I then never heard anything from them so emailed him again on February 11th asking him if he has heard anything about correcting the issues. He stated that he submitted the thermal images to the manufacturer and they told him that it was normal. That a small amount of air can leak through the weep hole. It wasn't a small amount of air it felt like I had the central air on. They continued to state that it was due to the cold temperatures. I have never experienced this prior to the installation of the new patio doors. Mad City then came back out and did another thermal scan and they told me that there was a problem with the sash on the doors and this was February 12th. I heard nothing back from them so I contacted them again on March 4th and he told me once again that he was in contact with the manufacturer and was waiting on a response from them. He stated that he explained to them that the windows don't have any problems it's just the patio doors. Which he stated, seemed to be interesting since they state it is an environmental issue. I have heard no other response from ******** since this time.

  

  Business Response

  Date: 03/25/2025

  I have reached out and left a message with the homeowners to discuss a resolution in an effort to resolve this issue. There has been discussion between us and our vendor about the concerns at hand, and we will be pursuing a resolution to attain results at our level to facilitate.

  Customer Answer

  Date: 03/26/2025

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