Complaints
This profile includes complaints for Mad City Windows & Baths's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 354 total complaints in the last 3 years.
- 153 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/07/2025
Type: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 have been receiving constant calls on my land line from ********, between 6 to 10 calls daily. They are mixed in with spam calls and syracuse calls, and almost always come one right after another. I have not been able to find a way to block the calls - they're all different numbers. How can I make this stop please? I don't even know how they aquired my phone number. thank you, ****** *******
Business Response
Date: 07/16/2025
Mad city will add this prospect to our do not call list
Initial Complaint
Date:07/02/2025
Type: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.
see attachmentBusiness Response
Date: 07/03/2025
We have received your letter and are going to work on getting these issues taken care of. Our Operations Manager is returning from vacation on 7/7/25 and will be reaching out to schedule a site inspection and a solution to fix these issues.
Initial Complaint
Date:06/29/2025
Type: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.
A complaint has been filed with the Better Business Bureau concerning our dealings with Mad City. In June 2025, as senior citizens with limited financial resources, we entered into an agreement for a bathroom remodel and paid $2800 as a 10% deposit for an advertised 18-month, zero-interest financing option. However, ******** later informed us that we were ineligible for this financing option due to their requirement of an exceptionally high credit score of ******************************************** their promotional materials. Upon canceling the project, we requested reimbursement of our deposit, but despite promises of a follow-up call, we were ignored, and our attempts to contact them were met with silence. We are seeking the return of our deposit.After several attempts, they said they will send us a check , weeks later we call back no check no money. They keep give us a run around. They refused to refund our deposit money of $2800Business Response
Date: 07/01/2025
I have confirmed that the customer was refunded. ***** of the ***** was refunded through the same ACH as it was withdrawn. This may take 8-10 days to show on the customer's end. Our accounting department confirmed that they spoke to the customer yesterday and confirmed that we have the check for 500 dollars of which the customer requested we send back to them, and we have since done so.Initial Complaint
Date:06/27/2025
Type: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 sales team lied to us about many things. We were first told that the sales *** *** was going to be the one doing the work, this was false. We have not seen or heard from him since. He told us we had to get grab bars to be *** compliant, also not true. We were told there would be a crew and it would take one day. In reality there was one guy and it took two days. We were told they would be doing individual tiles in the bath but it was one acrylic piece that honestly looks cheap. ****** was offering us marble designs and tile upgrades for the same price but we stupidly went with mad city because they pressured us in to signing on the spot.There was also a chip in our paint which they now have to come back to fix. We were also lied to about the warranty terms and the real warranty wasnt revealed until after the project was completed. I have called the sales guy 8 times with no response and reached out to mad city as well and nothing. Very unhappy, wish we had gone with ReBath who were at least honest. We spent over $14,000 on this shower and are very disappointed.Business Response
Date: 06/30/2025
I have spoken with this homeowner. I was baffled by some comments made by sales rep. ** will be disciplined. I clarified concerns with warranty. We are giving this homeowner a discount for the back and fourth. Left homeowner with my direct # for any future concerns. Homeowner was pleased with this follow up by call end.Initial Complaint
Date:06/25/2025
Type: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 do not want this company to call me ever gain. They have allegedly added me to a no call list but the calls never stop Every time I report and block a number they call me with a new number within minutes Every day with these calls I cant take it. I need to never be called by these people again that is all I care aboutBusiness Response
Date: 06/26/2025
Mad City will add this prospect to our do not call list
Initial Complaint
Date:06/25/2025
Type: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.
Since 6/23 I have received 15 robocalls from 7 different phone numbers trying to offer sales. I have not contacted Mad City to request any quotes or work done. They must have gotten my number from somewhere else. After blocking a phone number, different phone numbers call you, one call a minute. This level of aggressive is no different than scammers.Business Response
Date: 06/26/2025
Mad City will add this prospect to our do not call listCustomer Answer
Date: 06/27/2025
[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:06/22/2025
Type: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 went to the website for Bath Fitter and put in some basic information to look into the cost a few days ago. Immediately my phone was ringing and getting text messages from ********. This has continued for days I'm getting continuous calls from them. I have blocked them and they just call in on another number I have told them to stop and they just continue on and on. All I want is for the calls to stop.Business Response
Date: 06/26/2025
Mad City will add this prospect to our do not call list
Initial Complaint
Date:06/21/2025
Type: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 is an ongoing complaint #******** re: MadCity windows and Baths. Our contract has been cancelled however they took $100 out of my checking account. I wrote a check (#***) from my checking account for a down payment. I contacted my bank (******************************) to stop payment on that check. ******* did not use my checking account ****, they put the payment through as an ACH payment! Not only did they achieve payment for the $100 but I was charged $35 stop payment fee. The only way ******* would have gotten the bank information for my account was if I gave them a check. I am attaching the transaction information to this complaint. I just want my money back. $100 for ******* and $35 from ******************************. I also want to make sure that ******* gets a strong reprimand for their practices.Business Response
Date: 07/16/2025
This customers check was processed ACH during the time that they signed the contract. When the customer cancelled their contract, ******** did process a reversal through ACH along with the 35 dollar credit they requested for the stop paymentInitial Complaint
Date:06/19/2025
Type: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.
My bathroom install occurred on 1/29/25. I paid a total of $13,537.00 They were all helpful before I gave them a review. Since then I get no answers. The salesman ghosted me. I called a number provided to me, was told to call service.Service sent me to someone's voice mail, no reply.I received an email asking for reviews on ******** and ******* List. I again explained my issue, received no response.All I asked for is an itemized bill for my install. Seems no one will provide that information.Business Response
Date: 06/20/2025
This customer did reach out to us requesting a breakdown of her project. An Email was sent with the breakdown on 4/29/25 at 9:26 am. We never heard back from the customer that this was not received. Possibly the email went to a spam or nunk folder. We will reach out again and verify the Email and resend if needed.Customer Answer
Date: 06/20/2025
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 looked back through all my emails and I have nothing from Mad City that shows a breakdown. If they could resend it. I would appreciate it.
Regards,
***** *****Business Response
Date: 06/20/2025
We will reach out to the customer to verify the Email and re submit.Customer Answer
Date: 06/20/2025
[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:06/17/2025
Type: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.
Additional to complaint #********. The company continues to contact us when we specified we wanted absolutely no contact with the company. We do not want to be harassed by the company and we just want them to go away. We do not feel we are required to continue business with them after being made to feel unworthy of their business. Their finance company told us we had open debt we did not have and more importantly told us we didnt own our home. Apparently they do not realize that credit reporting agencies are not up to date on information, they are actually months behind. If they would have just asked for our proof up front instead of demeaning us, it would have been different. Then ******* specifically let us know late in the day on Friday June 13 that my check for the down payment had bounced. Our 3 day cancellation was on Thursday June 12. I wrote the check on June 9. This was an error by MadCity. An office person keyed in the wrong numbers. I never got notification from my bank of an issue. There are too many red flags with this transaction and we want it done.Business Response
Date: 06/18/2025
******** has already cancelled this customers contract per the customers direct request to us.
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