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
- 351 total complaints in the last 3 years.
- 151 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:07/22/2025
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:07/09/2025
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:07/02/2025
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.
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
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