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.

close

Find a Location

Mad City Windows & Baths has 25 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Mad City Windows & Baths

  5020 Voges Rd Madison, WI 53718-6928

  
• 

  Mad City Windows & Baths

  7020 Packer Avenue Wausau, WI 54401-9321

  
• 

  Mad City Windows & Baths

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

  
• 

  Mad City Windows & Baths

  959 Harmsted Ct Saint Charles, MO 63301-4332

  
• 

  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:10/10/2023

  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.

  [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,
  
  ***************************
  d insert in the original window frames and not be replacement windows like *** said. When talking to ******** expressed that we had outside air leaking into the house from around the windows and frames , he said the company uses non expanding foam to seal around the windows, how can they do this if they are not removing the windows? The second time I contacted * R office I again brought up the old concerns and the insert vs the replacement windows on stopping the outside air draft. The * R office said they would send my $50 card ,they didnt .She said she would e-mail the vacation info and didnt .She said someone would contact me twice weeks ago and they didn't. I also told her after weeks of hearing nothing from any one that I do not want the company on my property until these four things are resolved. $23000.00 is a lot of money to us and we deserve better than this. *an I keep them off my property until all is agreed on? What about a refund? Thank you, ***** and ***************************

  

  Business Response

  Date: 10/12/2023

  Mad City will reach out to this Homeowner with in 24 hours to address any concerns. 

• Initial Complaint

  Date:10/08/2023

  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.

  Screens dont work . Bugs coming through them and small holes in bottom of windows. Getting so my bugs ! Hard to live in house getting bit up small bugs by not being sealed? Can we *** them to get different windows?

  

  Business Response

  Date: 10/09/2023

  Customer called in 11/30/22 stating she was getting bugs in through her windows but said she would deal with it for now and call back next year to get it fixed. Have not heard from the customer about this issue since. We will reach out to the customer for inspection. 

• Initial Complaint

  Date:10/05/2023

  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.

  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 
  I was never told about floor rot or shown anything. I also did not say anything vulgar. I told them they might as well leave because they didn't plan on doing anything.  Whatever they bounced on the shower floor that shows nothing. My daughter personally seen the rotted wood. Also I didn't have a leak under the floor it was a washer on the toilet that took 2 minutes to fix . Mad city came out knowing they were not going to do anything. I'm on a fixed income took advantage of me. All they said was contractor said this and did this no proof that was done. Very disappointed . I would of paid for the replacement beams but no one said anything just it's good. The toilet sank in from the beam giving way or rotting. No help what so ever. Couldn't even offer to do anything. 
  Regards,
  
  ***************************again said I was going to call BBB and my lawyer. Got response within the day. Set up to have someone look at it. Appointment 10/5/2023. They came and said it looked fine no bounce and that the contractor that did the job put a sub floor in. I said on the rotten beams. They said we don't fix beams. I said so you put sub floor on rotten beams. They kept say floor was good contractor Saud it was. I said come look at the crawl space the contractor never went under the house. He didn't need to go under to tell. They also kept say my house is so unlevel and off everywhere. I know this thats why i asked them about the floor first. So basically they didn't plan on doing anything to fix or help. I just asked them to leave. They wanted me to sign some paperwork I refused. Can you please help me. I am a elderly man I feel taken advantage of.

  

  Business Response

  Date: 10/09/2023

  Mad City installed this job on 11/15/22 We replaced the rotten sub floor at that time under the existing tub, the floor joist was not rotten, otherwise we would have taken care of it or notified the customer it is out of the scope of work, and he would have to have it repaired before we could continue.  If the customer had an active leak from the toilet that rotted the house even more then its current condition, we are not responsible for that. The crawlspace is not big enough for anyone to fit into so the only way we can show a customer is to bounce inside the installed shower showing no floor flex which we did. Customer did not want to accept that and called the field manager vulgar language and kicked him out of the house. We have fulfilled the contract that was signed and agreed to. 

  Customer Answer

  Date: 10/23/2023

  I have not heard anything from mad city.

  I am not satisfied with the company.

  Mad city has denied any wrong doing at all. I just want either half or all my money back so I can fix the problem properly. I believe they should of had pictures or showed me what they did. I no long want them to fix just want refund I no longer trust mad city. How can a company take advantage  of a elderly person. Thank you for your help with this matter. Do I call a lawyer now?

• Initial Complaint

  Date:10/02/2023

  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.

  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.] It's interesting that they don't admit hearing from me. I guess they were blowing me off. The last time someone was here, he took pics and said he would talk to his supervisor and I would hear from them. That never happened. I filed an online claim with them twice. Where did these go? They didn't respond to these either.
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 10/03/2023

  The homeowner has not reached out to us since we were last at their home on 6-29-23, when they signed off of the last service ticket as complete and satisfied at that time. MAD City will reach out to the homeowner immediately to set up an inspection to address any concerns that the homeowner may still have.

  

  Business Response

  Date: 10/09/2023

  We have a site inspection set up for 10-10-23 to inspect and address any issues that the customer may have with our install.

  Customer Answer

  Date: 10/09/2023

  [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,
  
  *****************************;  I hope the issues will be taken care of after this.

   

   

  
  

• Initial Complaint

  Date:09/27/2023

  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.

  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.
  
  [*********** keeps on lying.  First, they offered ****** dollars to me for their mistake on the door they delivered to me.  *********** will keep repeating the same lie where they do not stain doors after they deliver.  What the company is being dishonest and lying about is that "I ordered a finished door", and "Mad City Windows delivered an unfinished door." 

  No one buys an unfinished door for over 2 grand. 

  The fact is I picked out a finished door from their brochures with a certain color.  *********** continues to spin a lie about the entire ordeal. 

  Mad City Windows have used the following lies within our correspondences.

  Blaming me that I am ignorant, or I do not know what I am talking about.  You can see this interaction in their last statement.  Then the company said the agent documented the door wrong but charged us the price for the finished door.  *********** at this time did not replace the door.  Then they told me that they lost the paperwork.  Then the agent is dead, and they can't make good on their mistakes. The list of excuses the company makes for their mistakes keeps growing.

  I want the company to make good on their mistakes and they have not fixed their mistakes for 7 long years.  Instead, what the company has done has made a list of excuses to benefit themselves.  The technician they want to come out is only going to tell me if the door that is now tarnished can be stained or painted.  I do not want a painted door. 

  In regards, to this ****, she has not answered any questions that I have asked.  No voice mails have been left by this company.  I have received text messages that show **** being rude and dismissive towards me and completely blowing me off stating I will just tell them you don't want someone coming out.  What I told **** was my husband requested Mondays off from work and we are waiting for them to be accepted.  Mad City Windows have not stated how they will pay me the ****** dollars what they promised.  I want the minimum of 500 dollars for all the problems they caused since I have to have another company come and fix their errors.  If you go to the company's website, you can see they are selling entrance doors to the house still.  We must ask why this company keeps lying.  I want 500 to **** dollars to fix Mad City Windows Mistake or a new door.  If this technician comes out to my residence, what are they planning on doing?  Are they planning on handing me a check?  Because ****** will not cover the service for another company to fix their mistakes. Is the technician going to tell me about the choice between stanning and painting or after 7 years I have to live with the company's mistake?  No one has told me what this technician is being sent to my house to do?  Funny how this company will not answer questions or actually call you.

  The person who is in these correspondences still has not reached out to me.

  The facts still remain the company made a mistake and keeps trying to dismiss what they did any means possible to not pay for what they did wrong.]
  
  Regards,
  
  *************************

  re about your work schedule or scheduling something on your time. It completely has to be on her time. Since this company refused to replace the door 7 years ago, they no longer sell doors, not a surprise. How many people did they take advantage of? So now they stated 250 to go to painting or stained. Since this door is weathered and discolored now from the last 7 years someone would have to sand the door down and re-stain it multiple times. Beside the other work that *** need to be done. This door costed over 2 grand. I told them multiple times I picked out a finished door along with the color of a finished door. No one buys an unfinished door. I want full compensation for their error. Or they should pay penalty fees and fees for the job to be complete. On 9.27.2023 I went to the company's web page and they are still selling doors. The company does not own up to their mistakes and continues to lie. I want a brand-new door that I ordered. The company needs to stop lying to people.

  

  Business Response

  Date: 09/28/2023

  This customer was sold a door over seven years ago. She claims she was sold a custom color which Mad City did not do custom color doors. We have only heard from her on a couple of occasions which are dated in our computer system. We tried calling her back with no response. We are not responsible for staining or painting and at this point all we can do is offer a small discount to show we are willing to be reasonable and that we are a company that is willing to work with our customers. We offered to have one of our Field Managers ( not contractors) to ***** if it would be better to stain or paint in our professional opinion. ****** tried to schedule a Field Manager around this customers schedule but continued to get the run around from the customer as to excuses why they wont schedule.  She even offered to have the Field Manager come after normal business hours but the customer continues to try and bring up different excuses why she wont schedule. We have done all we can to work with this customer and at this time have nothing more to offer. We do not offer entry doors anymore at this point due to issues with supply and demand. We do offer sliding patio doors and our web site does have entry doors as some of our sister companies offer entry doors depending on what state you live in. At this point we have offered a discount which the customer is refusing to accept. That is all we will be offering unless the customer has some service needs.  

  

  Business Response

  Date: 10/04/2023

  This customer received exactly what was sold per contract. We did offer a ****** discount not to cover up a mistake but as a show of good faith. We are not lying; we continue to stand by the same statement as previously said. We did not sell a stained door this was up to the customer to finish as we do not do staining or painting. No one has blamed the customer at all on this, we are just simply giving our account of what we feel has happened. We are not making any excuses. I have no Idea where this customer has been told the paperwork was lost or that an agent had passed that is simply not true. The customer stating that I have not talk to her about this situation is also not true as I did speak with her on 9/20/23 at 820 am. I explained that we would offer a good faith discount of ****** and can have a field manager come out and give his best professional opinion on weather staining or painting would be the best at this point. The customer agreed to this arrangement to at a minimum to have someone come look at the door. ****** contacted and left a voice message on 9/21/23 at 9:07 am and also sent a text to discuss having a field manager come out. We will reach out to this customer one last time to discuss this issue. If any discount is given it will be a check mailed to the address that is on file as we do not cut checks from this office. 

   

• Initial Complaint

  Date:09/23/2023

  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.

  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. 
  

  This has been an ongoing problem since installation. Mad City Windows keeps putting band-aids on the windows and never really fixes things permanently. I think they need to start over on finishing the outside trim. Its been bent back, caulked and never has been right.
  I have had so many issues. 
  I also think the amount of money they charged for 3 windows is exorbitant.

   

  
  Regards,
  
  ***********************

  

  Business Response

  Date: 09/25/2023

  Mad City received one phone call on Friday 9/22 and promptly returned the call the following business day on Monday 9/25. 

  However, it seems ****************** filed the complaint on Saturday.

  Mad City has scheduled a manager to come out and inspect the project on Tuesday 9/26 to address ********************** concerns.

  

  Business Response

  Date: 09/26/2023

  A Mad City manager was out to ********************** home today to inspect the areas of concern.

  Mad City has scheduled the follow up service work for Thursday 10/12 to rewrap the windows as ****************** requested.

  Customer Answer

  Date: 09/27/2023

  [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:09/15/2023

  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.

  We were quoted ***** for the replacement of our front and upstairs windows. We were specific about tempered glass in bathrooms and and specialities that the windows required. The replaced all but 1 window, due to a measuring inaccuracy, and left out 2 of the tempered glass panes. They states that they would soon return to finish the 1 window and 2 glass panes. This was roughly 3 months ago. I have called now 4 times to speak with their service department for this. I have left a message 3 times. The one time I did get ahold of anyone they said they would "look into it and call me tomorrow". That was 3-4 weeks ago.

  

  Business Response

  Date: 09/18/2023

  Mad City Windows and Baths will reach out to the customer within 24 hours to resolve their concerns.

   

  Thank You,

• Initial Complaint

  Date:09/13/2023

  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.

  They over cut opening on several windows. Siding is chipped around several windows. They tell me its because my house is old, if they couldnt do the job without damaging siding they should have informed me. The manager they sent over told me I should just reside the house or the could make more cuts and try to fix it but couldnt guarantee that more siding wouldnt be damaged. Im paying top dollar to get a professional ** done, not to get one problem resolved it a new one added, Im a ******************************************************** good condition.

  

  Business Response

  Date: 09/14/2023

  We have been in constant contact with this client since the install, we performed an inspection yesterday 9/14 to address any concerns that **** had with her project, after the inspection we met as a management staff and produced a solution to take care of her and we will be reaching out to **** today with proposed solution. 

• Initial Complaint

  Date:09/11/2023

  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.

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

  

  Business Response

  Date: 09/12/2023

  Mad City has spoken with the homeowner and their project is scheduled for tomorrow 9/13 and 9/14 to be completed in its entirety.  The homeowners have the direct line to the office and can reach out with any concerns at anytime.