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:07/29/2025
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.
They call me all the time and it is getting annoying. I will not use this company for any products because of a sales team, that calls everyday asking if I want too, buy anything 24/7
Business Response
Date: 07/30/2025
Mad City will add this prospect to our do not call list
Customer Answer
Date: 07/31/2025
[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:07/28/2025
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.
I want this company to stop calling me! I was interested in hearing from them until they started calling me over 7 times a day. I blocked the number, and they have called with multiple different numbers constantly. I wouldn't work with them if they paid me at this point. How do I get off of their list??? Awful.Business Response
Date: 07/28/2025
Mad City will add this prospect to our do not call list.Customer Answer
Date: 07/28/2025
[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,
Dee *** *******Initial Complaint
Date:07/22/2025
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.
******** ****************************** was offering free estimates for renovations. I declined the offer. However, since July 8, 2025, I have received 3-5 phone calls daily from Mad City requesting that I make an appointment. I have repeatedly responded that I did not wish to make an appointment and to remove my name from the call list. The phone calls have not stopped, despite me blocking multiple numbers.Business Response
Date: 07/23/2025
Mad city will add this prospect to our do not call list.Customer Answer
Date: 07/23/2025
[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:07/21/2025
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.
On 6/19/25, I signed a contract with Mad City Windows (MC) for ************ replacements. Total was $27,824. I paid $100 deposit for the measurements to be made. The project was scheduled for 6-12 weeks after measurements (taken on 6/23/25). On 7/10/25, I called MC & informed them that I had to cancel due to a family matter. A 10% contract fee is due, & "all costs relating to restocking charges for materials ordered and not yet installed" - The Ops Mgr, ****** **** (RK), stated the restocking fee is $3,827.74, making the cancellation total $6,610.14. on 7/11/25, I received a Change Order reflecting the cost but no proof of order. On 7/16/25, I asked MC to provide proof of materials ordered (to justify the restock fee) otherwise, I would just pay the 10% contract fee. ** refused my offer to pay the 10% contract fee, stating "you don't get to decide how much you owe." ** also told me they don't have to provide proof of materials ordered, that I must pay the restock fee, that my cost was increasing daily, & that he'd referred me to their legal department. I sent an email informing them that I would be reporting MC to Missouri's Attorney General & the BBB due to their refusal to send me proof of order while demanding a restock fee (a violation of Missouri Merchandising Practices Act found in ******* RSMo). on 7/21/25, I opened an email sent by RK on 7/19/25, containing a print-to-pdf doc from a website for an order that has not been executed & does not contain any dates or order confirmation, & the amount is $556.26 less than what's on the Change Order. I called the company listed on the pdf, & they stated they have NO RECORD of the order. I am willing to pay the 10% contract fee, but I will not be cheated by paying for something that has not been executed. On 7/21/25, I called MC 3 times to speak with their legal ***** & 2 times I was sent to RK's voicemail. The 3rd time, I was told I had been referred to their legal ***** & they will contact me soon.Business Response
Date: 07/23/2025
We have received your complaint. After reviewing all documents and correspondence we will reach out to the customer directly to resolve the complaint.Customer Answer
Date: 07/24/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that the proposed resolution is satisfactory to me.
Thank you for facilitating a safe place to find a resolution!
******** *****Initial Complaint
Date:07/16/2025
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've been getting calls from ******** for over a week, sometimes over seven calls a day. Contacted them Saturday, they said they would look into it. Have gotten 15 calls since then. Getting tired of having to go to phone, then let the answering machine kick in. Did not even contact them in the first place, don't need any work done.Business Response
Date: 07/17/2025
Mad City will add this prospect to our do not call list
Initial Complaint
Date:07/14/2025
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.
April 2025, we were seemingly intentionally misled by a 'free estimate' housecall. We did not realize it was a sales pitch. Mad City representative used rather aggressive tactics to convince us to agree to service, requesting a down-payment of half installation cost. That cost was scheduled to be withdrawn from my savings account, with option to cancel within a short time frame. I attempted to cancel by phone, email and even text with no response from company. Stop payment placed on ach attempt. Company then sent people to house, continuous calls and letters regarding scheduling of service. Eventually received letter that deposit would be refunded, which I disregarded as stop payment had been placed.Received call from my bank last week that company somehow took money anyway from bank, even though stop payment had been placed. Now they are not responding to emails calls or texts, and my bank demanding refund.Business Response
Date: 07/16/2025
In regard to the BBB complaint, ******** has been in complete contract compliance from start to finish. Contracted on 04/03/2025, measured her bathroom on 05/08. ********* provided initials and signatures on the measure form. ********* also had a post dated check for 04/10 and allowed the check to go through for the down payment. From the measure date of 04/08 until we received her materials on 05/06, there was no communication. She never called to cancel and she never asked about her down payment of $5,693. We called ********* ***** to get her scheduled for her bath project. She didn't reply to emails, texts, phone calls, door knocks, etc until 05/14/2025. At this point, the contract was 6 weeks old, materials were ordered, received, and ready for install. We sent an abandonment letter on 05/22/2025. We heard nothing back from the customer, and moved this Unable to Install on 06/10/2025. We retained the down payment for overhead costs, material costs, etc. as outlined in her abandonment letter.Initial Complaint
Date:07/09/2025
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.
Mid June- ********** came to my door trying to sell window and patio door services. I initially set up a meeting but canceled and did not reschedule. Ever since then, I receive 4-10 calls per day from someone trying to schedule a salesman to come give me an estimate. Ive made it clear to each person calling Im not interesting and to quit calling me. They have continued to call, from various numbers so I cannot block the number and move on.Business Response
Date: 07/10/2025
Mad City will add this prospect to our do not call list
Initial Complaint
Date:07/09/2025
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.
Harassing non stop phone calls. Sometimes 4-5/day. I have asked that they stop and that I will not use them solely because of the harassing phone calls from multiple different numbers. Why would I let these people inside my house? They crossed a line and have zero respect.Business Response
Date: 07/10/2025
Mad City will add this prospect to our do not call list
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.
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