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

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

  
• 

  Mad City Windows & Baths

  2621 Fairview Ave N # 600 Saint Paul, MN 55113-2616

  
• 

  Mad City Windows & Baths

  2745 Whitehall Park Dr Ste 600 Charlotte, NC 28273-4649

  

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:06/16/2025

  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.

  ***** ****, my wife visited a website of theirs and it automatically entered her phone number and she has received probably 50 calls from multiple numbers all the same company. She has told them no and has blocked several of the numbers. They need to stop has this harassment to try and get business

  

  Business Response

  Date: 06/16/2025

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

   

• Initial Complaint

  Date:06/15/2025

  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.

  On Monday June ****** we had **** ******** come out from ******** Windows and Baths Wausau. We decided to purchase a bath to tub remodel and a picture window replacement for $20,345.00! We had all the paperwork signed and the another person from MadCity came out to measure on June 10. Friday June 13 late in the afternoon, early evening my husband received emails from the financing company and *******. The financing company stated we didnt own our home because it does not show on our credit reports (we purchased the home 2 months ago) and they wanted mortgage documents which my husband sent. Then later, he received an email from ******* stating my check had bounced and cancelled our project. The truth is we gave more than enough money in the bank and the bank never notified me of an issue with the check. Either it got lost or stolen or the company keyed in the incorrect amount. This is very unacceptable. I believe we deserve a formal written apology from both MadCity and ****************** This is also a breech of contract since this information was given to us after our 3 day window for cancellation.

  

  Business Response

  Date: 06/18/2025

  We have contacted the customer and will cancel the project per the customer's wishes.

• Initial Complaint

  Date:06/14/2025

  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.

  Nov 24 1924 we had a person come talk to us about new windows from mad city windows and bath after talking about windows we decided to go ahead I told him about the adds on ******** about *****s for seniors.he said they do *****s that's when we decided to go with the instalation because I told him we were on social secerity and did not have a lot of money to pay for windows he told us don't worry you won't have to pay for anything so we went for it to get window I told him numerous time we were on social secerity he would reply we don't have anything to worry about. Wel that's when I started thinking (witch at 72 is getting harder to do) and I didn't mention my wife is Hispanic legal that's when he told my wife the same thing in Spanish which I didn't know he was Hispanic. Well to make a long story shorter I said I didn't want the windows that didn't go out side not to do we he was filling out papers I asked is that the application for the ***** and he said yes not once did I see the for he was filling out he kept them in the folder all the time when he ask us to sign the papers he never removed them from the folder I again said now we're on social secerity this would be great to get new windows he said something about having to live here an not sell the house I said no problem instalation was good then the bad news we recieved two loans totaling ******** dollars my wife started to cry and I could do anything I just sat there we called the sales person who won't return our calls and the company tells us he didn't say that we never got a copy of the papers or nothing now what do I do

  

  Business Response

  Date: 06/19/2025

  
  ***********************, f/k/a ****************************** and d/b/a Mad City Windows & Baths (********), entered into a Window Agreement with Mr. ********** on November 6, 2024 (the Agreement; see Attachment No. 1), and pursuant thereto, ******** agreed to replace 22 windows in Mr. ********** s home in exchange for a payment of $57,441.00.  As shown on the face of the Agreement, Mr. ********** elected to finance all but $200.00 of the contract price.  Mr. ********** made the decision to finance the contract price after Mad Citys sales representative fully explained the various payment options, which is evidenced by the Windows Project Worksheet used by the sales representative during the sales presentation (see Attachment No. 2),and Mr. ********** not only signed a Customer Authorization on November ******, *****ing Mad City permission to give his personal information financing sources (see Attachment No. 3) but signed certificates of completion in connection with his financing with ************ and *********************** on January 29 and January 31, 2025,respectively (see Attachment No. 4).   
  
  Mad Citys sales representative admits that he and ************* discussed *****s as an option to offset cost of the replacement windows, but reflecting the fact that Mad City does not actively participate in sourcing or applying for *****s, the sales representative never told Mr. ********** that he was applying for or would secure any *****. 
  
  Mad Citys Operations Manager ***** ****** spoke with Mr. ********** on February 13, 2025, about the matter, and during the call, ************* represented that he had found, applied for, and been approved for one ***** relative to the windows.  Nonetheless,Mr. ****** agreed to look into what, if any, other ***** options might be available, and thereafter, a Mad City representative met with Mr. ********** at his home and assisted him in preparing a Minnesota Energy Rebate application and SEMMCHRA Owner-Occupied Rehabilitation Program application.    
  
  In short, ********* sales representative fully disclosed the financing at the time of sale, and despite no obligation to do so, ******** provided significant assistance to Mr. ********** in his efforts to secure financial assistance.  

  Customer Answer

  Date: 06/24/2025

  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 our response here.]
  Ok when the ***resentative came to our house we told him we were on social secerity and I said I could not afford that amout now I'm telling you the *** is lying trying to save his back side he to us when filling out papers he was filling out ***** papers he even told my wife this in Spanish. I at no time seen the papers for financing of the windows why would I when I knew I couldn't afford them the papers were all ways on his clip board and when he asked us to sign them he said there ***** papers he said you have nothing to worry about that's why we sign them and besides we never got a copy of bank papers what did he do with those or I would have said no at that time why didn't I get a copy he's lying between his teeth even the *** that was here never said she came in be half of mad city I have text showing she don't belive it this is a company employee that sales person was thinking of nobody but himself and he knows it well see who's telling the truth on the lord's judgement day you'll see he's lying threw his teeth if I have to every one in the state of minnesota will here about this case why would I do this if I could not afford it he said he was filling out ***** papers people need to step up and tell the truth
  Regards,
  
  ******* And ****** **********

  Customer Answer

  Date: 06/26/2025

  Well I guess it have to go to the next step she filled out rebate papers what did she do with them keep the rebate the company has not recieved anything in there mail how can you say a rebate was mailed I talk to them and no rebate papers were recieved in there office where are they or os this one of your company tactics to push over on the customer

  I do not have a  copy of any papers the sales man said he dropped off or did I tell anyone I filled out any ***** papers I have no idea how to

  
  

  

  Business Response

  Date: 07/01/2025

  As indicated in Mad Citys initial response, the sales representative admits that he and *** ********** discussed grants, and the transcript of the sales presentation confirms that the sales representative discussed with *** ********** how a ***** could be put toward payment of the cost of the windows. The transcript also discloses that the sales representative and *** ********** went through the finance terms and application materials together, with *** ********** providing specific information for completion of the application materials.  Further,the transcript discloses that the sales representative informed *** ********** of the financing amounts and his approval therefor, as well as that the sales representative specifically requested that *** ********** confirm that he authorized the sales representative to apply for financing on *** ********** s behalf.
  

  As for the alleged text message,Mad Citys messaging records disclose that Mad Citys sales representative was never even brought up in *** *********** exchange with **************** representative. 

  Thus, again, Mad Citys sales representative fully disclosed the financing at the time of sale and made no misrepresentations to *** **********.  

  Customer Answer

  Date: 07/06/2025

  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.] That sales person is lying to save his a** we knew nothing of any loans being set up  I'll find the sales *** and he'll admit to lying why would I do something like this being on social secerity. Think I'm so kind of missfit I'll just have to advertise all over what made city windows did to my wife and forcing us to sell our home becausing of a lying sales ***
  
  Regards,
  
  ******* And ****** **********

• Initial Complaint

  Date:06/13/2025

  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.

  Mad City Windows & Baths keeps harassing me. They called three times yesterday and again today. Every time they call its the same line how many windows do you need. Each time I told them I didnt request anything from them I dont need any windows. Theyve also send me numerous emails and wont stop. Their calls come from ***************** and are ************** and **************.

  

  Business Response

  Date: 06/16/2025

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

   

• Initial Complaint

  Date:06/09/2025

  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 window are hard to shut and lock. They been out several times and cant get screens out and one service *** said well you can clean from inside you dont have to take them out, for 5 small windows and picture window we paid over 15 thousand dollars and my 30 year old Windows and storms were easier to clean. So I called again and they said they would come out again but they never fix problems, I have never been so unsatisfied the sales person pressured us and sold us ******** windows that would of been better off with Menards windows

  

  Business Response

  Date: 06/09/2025

  We have been in constant contact with this homeowner since the installation date. We have had a few manufacturer issues with her Windows along the way and we have been responsive to each and every one of them. We are currently in contact with this homeowner and have an appointment set up for Thursday 6/12 To do a full assessment of her windows to ensure that they are of the highest quality and that they meet our standards. We will be working with this customer very closely to ensure All of the issues are handled in a prompt manner.  

• Initial Complaint

  Date:06/08/2025

  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.

  ******** has constantly called for the past few weeks. Sometimes the calls are only 3-5 minutes apart.

  

  Business Response

  Date: 06/09/2025

  Mad city will add this prospect to our do not call list. 

• Initial Complaint

  Date:06/03/2025

  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.

  In November of 2025 we employed ******** to resurface cabinets, replace all drawers, hinges and all cabinet *********** our *********** home. 50% of the cost $7500 was paid upfront, with the other 50% due on completion. The original forecast was for installation in early January after cabinet doors had been made. In mid to late December they informed us that they had to remeasure because the job had not been measured correctly. We were then informed they could not com-lets the (installation and as you would expect requested our $7500 deposit be returned.We were then told in early January that they possiblycould do the install but they need to come and remeasure again. This happened one further time and eventually in March of 2025 we had the work executed. Part of this order included an installation of an advanced trash mechanism for $750. On inspection of the completed work they had not installed the agreed upon trash storage system. When we identified it they apologized and gave us a change order for the installation of the said system. We probably naively paid the remaining fees on the promise that the system would be replaced. During the remainder of March thru April and then onto mod May, Mad city installed 3 different systems, none of which was the product we had paid for.During mid May of 2025 we eventually got the system we had paid for a full 7 months after the initial order. Even then the system would not fit the trash cans mad city supplied and I had to use others that I sourced myself.Despite the many delays, promises and remeasurements we discussed a small settlement, basically refunding the original $750 paid for the trash system as compensation and mad city agreed to pursue and make the refund happen. Despite repeated commitments to resolve Mad City have stopped taking our calls and not mad good on their promises. I have attached the original schedule showing the November appointment and also the receipt for final payment

  

  Business Response

  Date: 06/05/2025

  Good afternoon.

  Our sincerest apologies that this has not been the BEST customer experience. We do; I do pride ourselves on that. I have tried calling and emailing. We are here for you. Please contact us at your convenience so that we can address your concerns. I look forward to speaking with you very soon. 

  Thanks

  Customer Answer

  Date: 06/05/2025

  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.
  
  While it is true to say that Mad City reached out to me, the response basically said we strive for the best customer service and apologize if we have done a disservice to you.  There was no reference to the refund of $750 for the price of the caddy per their previous commitment.  I stand by to accept a refund for the negligent service that was provided.  For context the request is for $750 out of a total project price in excess of $15K.
  
  Regards,
  
  ****** *******

  

  Business Response

  Date: 06/09/2025

  Good Morning,

  I am responding due to our production manager being on vacation this week. I did speak with her this weekend and have attached a copy of the service ticket signed by the customer showing that the trash caddy has been installed on 5/16/25. It did take some time to get this trash caddy in and have apologized for the inconvenience. We have also requested a check from our AP team for $800 on 6/5/25 be sent to the customer for the long wait time on the caddy system. At this time we have this complaint resolved and will not go back and forth on this forum. Again, please see signed service ticket and we have discounted the project by $800. 

  Thank you,

  *****

• Initial Complaint

  Date:05/31/2025

  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 am not a customer, NOR do I ever want to beI have asked Mad City to delete my info after excessive calls and texts, up to 30+ some days. Ive blocked every single number, my number is listed on the do not call registry, and again, I requested for my info to be deleted over a month ago. This is ridiculous. I want nothing to do with your company EVER.

  

  Business Response

  Date: 06/02/2025

  Mad city will add this prospect to our do not call list.

• Initial Complaint

  Date:05/31/2025

  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 contacted Mad City Windows and Baths after the large flood that occurred on August 20, 2018 resulted in flooding pushing my grill all the way across my deck and into my window, which has been broken since.After about a week my wife was told by ****** that my situation didn't trigger the full "Double lifetime ANYTHING happens to it we come out and replace the window for free" warranty. And it would cost $110 to have my window remade and replaced. Which i didn't really understand how my situation didn't trigger the full warranty. But My wife told them we would pay the $110 to have it replaced. The window was supposed to be ready in a week or 2 and we were supposed to receive a call to set up installation by the end of September 2018.When we didn't receive a call by mid October I called the direct line for ****** and left a message. I tried again the next week, after no response, but the number no longer ********** I started calling the general number, hoping to be bounced to service, on my days off, weekly. Either no one picked up or the line dropped after a few minutes of ringing until late August 2021, and when they "transferred me to service" after hearing my complaint, the line dropped immediately after they were off the line. So I continued my routine until early September 2024. Which was the next time someone picked up when I called.They sent an email to service and bounced me to the service voicemail. So I left a message and got someone out.They ignored the cause of the original damage and told me that it was damaged by the heat off of a grill being used too close to ***** grill was unusable after the incident that caused this issue, and i didnt replace it until the week they came out and looked at the window. Never really used it. I had JUST finished building it when they got there to inspect. Now they want $2000 to replace the window. A resolution that doesn't leave me suffering for all this HORRIBLY RANCID "CUSTOMER SERVICE" is requested.

  

  Business Response

  Date: 06/02/2025

  ****, The explanation that ***** had relayed to your wife in 2018 was that the Double lifetime warranty does not apply to Rainstorms, Windstorms, or Fire. These issues are referred to as "acts of god" these are items you would contact your homeowners insurance for. The sash that your wife said she would pay for from the windstorm was received we were unable to reach you to install this and we over the last 6 years have disposed of the sash. this costed us the $110 and eventually went into the trash at our expense.  I have attached the warranty for your window and highlighted section 7 where this is an act of God. ***** who was here fer several years had left the company but her number should have been the same number that was transferred to the replacement service manager.

  You contacted us last September about the sash again, when we went and serviced your patio door under warranty and reviewed the window in question we saw the fire damage to the window that was done by your household. This fire damage distorted the entire frame and it is no longer possible to replace the sash as it will not go into the distorted frame. It is because of this damage that you have done the window is no covered under warranty but the patio door wear and tear was covered.

  This is the same as if you buy a car and it is warrantied. if the engine breaks it is covered if you hit a tree it is covered by insurance not the car manufacture. 

  This is why you were given an estimate of the replacement cost it is your choice to pay for it or turn it into the insurance company.

  If you would like to discuss this over the phone please feel free to contact me directly.

  I have attached the warranty and a photo of the window damage for reference.

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

  Mad City Windows and Baths

  Madison Operations Manager

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

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

  Customer Answer

  Date: 06/02/2025

  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.
  
  [When i called and talked to your service manager last September, he didnt see any notes about the conversations we had with Hannah.  And said you would make your own assessment on arrival.  Now there are notes?  And we somehow were unreachable, even though we 6 years worth of attempts every time i had a day off?

  Also, you completely revamped your communication system several months after this began, which is why the numbers stopped working.

  I have an app on my phone that saves call attempts from numbers.  If you had "reached out" in any way, I would be able to tell you when it occurred.  But I see nothing from any known numbers from your business.

  I only recently purchased a grill, and the pilot on my fireplace went out in 2013 and I haven't seen a need to get it back up and running since then as it has no Blower, so its simply a esthetic.  What melted the sash?  I asked a contractor.  Apparently a busted window can reflect light back towards the sash/sill and heat it up causing the issue you failed to care enough to explain, or talk to me over the phone ( I received a text) about when you said you were closing the service. 

  So, to recap:  you made no attempts to call me after we said we would pay the $110 for installation.  And the amount of time it has taken to so far not reach a satisfactory conclusion to this issue, has allowed additional damage to be done to my home.  

  I reject the idea that you think this could be a satisfactory outcome for anyone.   ]
  
  Regards,
  
  **** *****

  Customer Answer

  Date: 06/03/2025

  [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 unsatisfactory to me.   

  However, I spoke to a sales Manager yesterday and came to an amicable resolution where the damage (almost the EXACT type of damage used as an example of things covered during the original sales pitch; he used Tornado damage as an example, then did not point out the part about the weather) was going to get taken care of.  As well as all the spreading damage to the siding around it, due to the light being reflected and magnified by the broken glass.

  THIS was satisfactory to me.

  Regards,
  
  **** *****

  
  

• Initial Complaint

  Date:05/29/2025

  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.

  Today I came across an add for cabinet refacing, offering a free quote by Mad City. Submitted my number and immediately began receiving sales calls. In the past 12 hrs I have received 16 calls by 8 different numbers. Scratch that, 17 calls by 9 different numbers. They just called again.I continue to block each call, they call from a new number. This is absolutely absurd. Remove me from your contact list immediately!!

  

  Business Response

  Date: 06/03/2025

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