Complaints

This profile includes complaints for Mad City Windows & Baths's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Mad City Windows & Baths has 26 locations, listed below.

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  Mad City Windows & Baths

  4916 E. Broadway Madison, WI 53716

  
• 

  Mad City Windows & Baths

  17044 W Victor Rd New Berlin, WI 53151-4137

  
• 

  Mad City Windows & Baths

  100 Cohoes Ave Troy, NY 12183

  
• 

  Mad City Windows & Baths

  15375 Herriman Blvd Noblesville, IN 46060

  
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  Mad City Windows and Baths

  5201 Old Poole Rd Ste 109 Raleigh, NC 27610

  

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:01/12/2025

  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.

  On 1-9-25, I called Mad City Madison home office and informed them I was cancelling our agreement from 1-7-25 because after reviewing finances I could not afford the $18,300 for six windows. I was told a field manager would have to come out and no one could come out until 1-11-25. I informed them this would be past the 3 day window. They said the cancellation was on record for 1-9-25. They asked me questions about the sales ***. ** he was courtesy and polite, and I said yes he did a good job. The *** I am talking to said the sales *** would be penalized for my cancellation. Then I asked why a field manager needed to come out. And I was told that to make sure the right party was cancelling the contract. The day the field manager gets to my home on 1/11/25 at around 3:00pm. I asked the same question why were they out here. And he said to complete the cancellation and make sure the sales person did a good job and was courteous and polite. And I said yes. I believed the field manager was out here to save the contract. Because this would be the second cancellation this month for that sale ***. Did I need to know that? Then the field manager was getting upset and asked why did we even sign the contact. This field manager was getting very unprofessional and a poor excuse for a customer service ***. ** said just process the end of this contract and he got up and walked to the door and said we would be hearing from their lawyers. I feel they were trying to manipulate me into keeping the contract. The field manager left and didn't resolved anything.

  

  Business Response

  Date: 02/06/2025

  Dear Mr. ************************ you for bringing your concerns to our attention. At ****************************************, we take customer satisfaction seriously, and we appreciate the opportunity to address your experience.

  
  Upon review of your concerns, we want to clarify our standard cancellation process. Our records indicate that you contacted our office on 1/9/25 to request cancellation of your agreement from 1/7/25. As part of our procedure, we document all cancellation requests and schedule a field manager visit to verify the request, ensure all necessary paperwork is completed, and confirm the details of the interaction. This step is designed to protect all parties involved by ensuring that the decision to cancel is fully understood and properly executed.

  
  Regarding your interaction with our field manager, we sincerely apologize if you felt pressured or uncomfortable during the visit. Our intent is never to manipulate or coerce our customers but rather to ensure that our team has upheld the highest service standards throughout the sales process. We will review this situation internally to ensure our representatives maintain professionalism and adhere to our customer-first approach in every interaction.

  
  As of your request, your cancellation has been processed in accordance with our policies. If you have any further questions or require any additional clarification, please feel free to reach out to our customer service team.

  We appreciate your time and the opportunity to address your concerns. Thank you for considering Mad City Windows and Bath.
  

   

  Best regards,
  ****** ********

  VP, Call Center Performance
  Mad City Windows and Bath

• Initial Complaint

  Date:01/08/2025

  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 requested a quote after seeing an add on ******** as we were thinking of remodeling our kitchen. With in 10 MINUTES I was BOMBARDED with phone calls back to back. This continues to happen all day, from multiple numbers. Atleast 20 phone calls a day. Absolutely over the top and a major, automatic no from me wanting to do any kind of business with a company who continues to ******* and call non stop.

  

  Business Response

  Date: 01/23/2025

  This prospect will be added to our do not call list

   

• Initial Complaint

  Date:01/08/2025

  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 submitted my information to get emailed quotes from this company. The first day they call me 20 times. The second day the call me *********************************************************************************** and keep saying I see you need quotes, I told him I dont anymore and continues trying to give me information. I blocked that number and all the numbers they called me from and then they started calling from different numbers with just the last 4 digits different. Today the call, I block them and they keep calling and I keep blocking them. They are a VERY unprofessional company and they dont get the hint when you tell them to stop calling. Do not work with this company.

  

  Business Response

  Date: 01/09/2025

  This prospect will be added to our do not call list

   

• Initial Complaint

  Date:01/06/2025

  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.

  Mad city window installed windows and sliding door on 4/18/24. They did not have all the materials to finish. They came to our house on 6/24/24 and 10/2/24 to effect repairs and both times they did not have the materials to repair. Repairs are STILL NEEDED

  

  Business Response

  Date: 01/07/2025

  I spoke with the homeowner today about remaining work to be done. They are sending me a picture of the window that still needs work and once the picture is received to verify parts needed, we will schedule the service. 

• Initial Complaint

  Date:01/02/2025

  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.

  A simple online inquiry has quickly turned into 5 phone calls and several texts in a manner of an hour. I will definitely not be using this company, but cannot seem to get harassing calls texts and emails to stop.

  

  Business Response

  Date: 01/03/2025

  This prospect will be added to our do not call list

• Initial Complaint

  Date:12/28/2024

  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.

  ******************************* and Baths has been harassing me with non-stop phone calls for over 3 months. They call multiple times a day from at least 13 different phone numbers. I have repeatedly asked to be removed from their phone list yet still receive calls literally day long. Two of the many times I asked not be contacted anymore, the employees simply hung up instead of acknowledging my request.

  

  Business Response

  Date: 12/30/2024

  This prospect will be added to our do not call list

• Initial Complaint

  Date:12/26/2024

  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.

  We contracted with Mad City ***************************** for 2 bath/shower installs in our home on August 1, 2024. Initially we signed a contract for financing through the company, but stated we would apply for a *****. We were told we could pay the financer in full with no penalty. In September we had to push out the date of install to accommodate time for our HELOC to go through as no work could be started until it did. I notified the company we no longer need the financing through ********. Work began on October 21st - October 23rd. At the end of the third day, I arrived home less than an hour after the installer left to find only 3 out of 4 shelves were installed, no grab bar, and no shave bar. I immediately contacted the number to call for installation issues, and parts were ordered. This Congratulations sheet stated the Financer would call to confirm completion of the job - I did not hear from the financier nor receive any paperwork in the mail or email regarding our financing. We then scheduled for the job to be completed on December 11th. Meanwhile, I received a bill from Service Finance on Dec 3rd for a payment due December 6th. I filed a complaint with ***************. On December 11th I contacted Service Finance. I was told all fees would be waived and emailed the payoff amount. The payoff included interest and fees, but I paid the original loan amount of ****** on December 16th. I then received a letter that my complaint is closed because ******** supplied a signed completion certificate, although the job was NOT actually complete. I am now STILL battling with the finance company and ******** to get these extra fees and interest removed and my account paid in full - as well as dealing with two warranty claims, one for each bathroom. I need help with getting this completely resolved. I have paid the financer the total amount of $30, 296 upon completion of the job. I should not owe anything further.

  

  Business Response

  Date: 12/27/2024

  ******** Windows and Bath will reach out to this customer with in 24 hours. 

  Customer Answer

  Date: 01/01/2025

  [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 at this time.  Operations Manager **** ****** sent someone out to properly install shelving in the Master bath, and the main bath will be completely redone due to poor workmanship at initial install.  Once the material is ordered we will schedule a new date.  The Sales/Finance has not, and will not, contact me to discuss the financing issue.  However, Op manager Mr. ****** contacted me with a resolution.  Mad City will be mailing me with a check to cover the extra interest and late fees that never should've been added in the first place.  This will resolve the complaint.  Thank you. 
  
  Regards,
  
  ******* *******
  

• Initial Complaint

  Date:12/24/2024

  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 get calls 5-6 times a day (including Christmas Eve) from multiple numbers - Ive asked to be removed from their call list and blocked all numbers but calls keep coming from new numbers. Nauseating company that harasses their potential customers into never customers.

  

  Business Response

  Date: 12/26/2024

  This prospect will be added to our do not call list

  Customer Answer

  Date: 12/26/2024

  [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 as long as the business does indeed not contact me further as they stated I would be added to do not call list this resolution will be satisfactory to me. 
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  Date:12/23/2024

  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 saw their add on ******** and have rec'd at least 20 calls in the last ******************************************************************* ever again. I want to be removed from all call lists. Stop harassing this is harassment and they should be charged.

  

  Business Response

  Date: 12/26/2024

  This prospect will be added to our do not call list

• Initial Complaint

  Date:12/22/2024

  Type:Customer Service 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 put in my phone number for a free quote and have been bombarded all day with multiple phone calls from different phone numbers. I picked up and said I wanted to be off their phone list, but they keep calling me. I want this to stop, now. I am no longer interested.

  

  Business Response

  Date: 12/23/2024

  This prospect will be added to our do not call list

  Customer Answer

  Date: 12/23/2024

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