Complaints

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:12/03/2024

  Type:Product 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.

  5/25/24 paid Brightside Windows to replace windows, sliding doors, and FRONT DOOR. Windows and sliding doors were installed in August/September, but Front Door was not installed. I have made multiple attempts to call & email Brightside Windows about FRONT DOOR installation with no response or response timeline that keeps being changed. The latest response was that the front door would be installed in "mid November" 2024.Front door has still not been installed and I have not received any updates or information about what is going ******** cost is $28,725 with the front door costing $9,995 of that cost.We are seeking installation of the front door or refund of the cost for the front doors ($9,995)

  

  Business Response

  Date: 01/09/2025

  Dear Mr. ******************** you so much for your inquiry via the Better Business Bureau. Our records indicate that ***** ********, our VP of ******************* spoke with you about your situation.  We appreciate your patience and apologize for the delay.  We will refund you the cost of the door and install it at no cost to you as well.  Thank you.
  
  Best regards, 
  
  Brightside Windows

  Customer Answer

  Date: 01/11/2025

   
  Complaint: 22632788
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 01/21/2025

  Brightside Windows reached out to me last Friday and the issue has now been resolved.
  

• Initial Complaint

  Date:10/23/2024

  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.

  3/2/24 - signed contract to get 5 new windows with "designer grids".5/8/24 (10 weeks later!) - finally got windows scheduled and installed, unfortunately, 3 out of the 5 windows had the WRONG grids Two months go by with no updates.7/9/24 - FINALLY got replacement windows installed, BUT they had the WRONG grids AGAIN!WEEKs and MONTHS go by without any updates on the new windows, when it'll be available, and installed.10/23/24 - more than EIGHT months after paying Brightside, they still haven't gotten, scheduled, or replaced my windows with the correct grids. I'm currently stuck with windows with 3 different grids - ugly and unprofessional.

  Customer Answer

  Date: 11/26/2024

   
  

  Hi,

   

  You can close this complain as 'resolved' - the company has contacted and is working out a solution.

   

  Regards,

  *****

• Initial Complaint

  Date:02/06/2024

  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 have a broken bracket that attached the window to the frame that broke in October 2023. I called them on 10/27, 11/3, 11/6, 11/10, 12/18, 12/28. 1/3, 1/22 and 1/26 to have the issue fixed and was ghosted by **** and team...nothing. I also texted Will on 12/18, 12/20, 1/22, 1/26 to find out what's going on. He finally called me back on 1/29 saying the part was in and would be fixed on 2/2. **** then called me on the day of the repair 2/2, to tell me that they finally realized that they had the wrong part (I felt this was a lie based on the timeline, honestly, I don't feel they even had the part). So, I have had a broken window since OCTOBER that still has yet to be fixed in FEBRUARY. The customer service and help after install has been very bad to say the least. This type of communication is unacceptable, especially after spending a LOT of money on new windows. Also having them fix the caulking on 3 windows that is cracking a little more than a year after install.

  

  Business Response

  Date: 02/14/2024

  Thank you for reaching out to Brightside Windows via the Better Business Bureau.  Your job is important to us, and we do appreciate your patience. The status for your project currently is in service and will be completed as quickly as possible.  We appreciate your time and thank you again for choosing Brightside Windows.

• Initial Complaint

  Date:11/13/2023

  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.

  I contacted Brightside Windows in mid July of 2023 about replacing a broken window in my home. They agreed to do the work and sent someone out to measure the window. They required payment up front prior to ordering the window in the amount of $1781.00, which I paid on 8/2/2023. A few weeks later they let me know they would not be able to do the work. I asked for a refund of my money. The receptionist pushed back, said only the owner of the company could authorize that. After several calls to the company with no resolution I filed a charge back with my bank. As of today, 11/13/2023, my money has still not been refunded-I can only assume that Brightside is fighting the charge back. They performed no work, provided no product, and have no right to keep this money. I need my window repaired and need these funds for the repair.

  

  Business Response

  Date: 11/13/2023

  Thank you so much for reaching to Brightside Windows via the BBB.  It's our pleasure to assist you.  Per your account, it looks like the refund had been marked as processed, but when we checked our merchant services account to verify the transaction, it didn't go through for some reason.  Nonetheless, we have processed your refund today, and it should reflect on your statement in **** days.  Thank you again for reaching out to Brightside Windows!  Have a great day!
  

• Initial Complaint

  Date:11/01/2023

  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.

  Windows were purchased Feb 28, 2023. Initially told it would take 2-5 months, it's now nearly 8 months. Communication has been difficult, they responded to me within an hour of posting a bad review, yet I couldn't get them to respond for weeks asking for an update. After that, they did communicate weekly while asking me to remove my post, I eventually did and communication was good. The last I heard from them was Oct 16 letting me know my windows were in the warehouse and to expect a call in the next few days to schedule installation, I messaged them Oct 26 and 30 for an update but didn't receive a response. I called the corporate number listed on there website and a direct number they provided to me in DM and the outgoing message says to send an email. I have called a limited amount of time, but have always gotten a live person. I also noticed their ******** page is no longer available.

  

  Business Response

  Date: 11/02/2023

  Thank you so much for reaching out to Brightside Windows via the Better Business Bureau.  It's our pleasure to assist you.  Your windows have been delivered to the local supply center, and we have notified you via email and via social media that we are in the process of scheduling your replacement window installation. Your job is important to us, and we do appreciate your patience.  Someone will be reaching out soon to schedule your install.  Thank you for choosing Brightside Windows! Again, it's our pleasure to serve you!
  
  Sincerely,
  
  Customer Service,
  **********************

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20810400
  
  I am rejecting this response because the last notification I received was on 10/16 stating that the windows were in the warehouse and to expect a call in a few days. I waited nearly 2 weeks before asking for an update, then again 5 days later and no one had responded. This could have easily been avoided if someone, anyone at Brightside would have responded to either ******** message.  Even a simple, "sorry we'll check on this for you" would have worked.  Instead, all I received was silence, again. And yet, it is only when I submit a bad ****** review or BBB complaint that Brightside is interested in keeping my business. I couldn't even reach someone via the corporate number listed on their website yesterday, during their 9-5 business hours, which led us to believe that Brightside was ripping us off and no longer in business. What happens if there is another issue such as the wrong windows come in, installation is done incorrectly, or they malfunction?  What assurances are Brightside going to offer to ensure that they will be reachable or have the issue(s) fixed in a reasonable amount of time without having to go through filing a complaint or a bad review?  Trust is earned and I have yet to see much trust being earned from Brightside.  This was not an easy decision, we have tried for months to work with Brightside both because we know there can be challenges and because we didn't want a contentious relationship with a company that we were excited to have install our windows.  However, after holding onto thousands of dollars of our money for months with no effort to maintain communication, we saw no other way.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/06/2023

  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.

  We signed a contract for triple glass windows for our home 03/03/2023 (amended 03/04/2023) for installation in 16-26WKS .We made a down payment of $11,585 by **** card. As of this date we have heard nothing from the company despite numerous telephone calls *************) to their ******** office. Today's 10/06/23 call yieled only a recording!After waiting 8 months with not a single response from Brightside it is time to cancell the contact and get our deposit back because they are unable to fulfill the order and installation.

  

  Business Response

  Date: 11/02/2023

  Hi, thank you so much for reaching out to Brightside Windows via the Better Business Bureau! It's our pleasure to assist you.  We have spoken with the customer and provided the updates they have requested.  Windows are shipping 11/8/2023. Your job is important to us, and we do appreciate your patience.  Let us know if we can be of further assistance.  Thank you!
  
  Sincerely,
  
  Customer Service
  **********************

• Initial Complaint

  Date:10/06/2023

  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.

  It has been nearly 9 months since our first install date with Brightside, and it's been a pain through pretty much the whole process. I've missed so much work, time, and money due to Brightsides inability to communicate within their own company, and we feel ignored. We should not have to beg brightside to help us each step of the way. We are still waiting on the painting and finish clean up/final paper work. And at this point, we are in need of some repairs of caulking done by the install team has cracked and separated from several windows. Often times we get ghosted trying to call or email. Hopefully the BBB can help us finish work with Brightside to get our install finished.

  

  Business Response

  Date: 11/02/2023

  Thank you so much for reaching out to Brightside Windows via the Better Business Bureau!  It's our pleasure to assist you.  From our records, our install manager has already reached out to assist you with the service as requested. Your job is important to us, and we do appreciate your patience.  Let us know if we can do anything to further assist you.  Thank you!
  
  Sincerely,
  
  Customer Service,

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

• Initial Complaint

  Date:10/03/2023

  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.

  I was approached to purchase windows from Brightside on January 5, 2023 for ******** and have given them their deposit as requested. I am attaching the documents from them. I have reached out several times to see when they will be installing my windows and am always told, they are in shipping. If they cannot install my windows, I would like a full refund. It is well over their time frame for build and installation.

  

  Business Response

  Date: 10/04/2023

  Hi!  Thank you so much for reaching out to Brightside Windows via the Better Business Bureau. Your job is important to us, and appreciate your patience.  Your installation has been scheduled for October 12 and October 13, 2023. It's our pleasure to serve you.
  
  Sincerely,

  Customer Service,

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

• Initial Complaint

  Date:09/05/2023

  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.

  June 7, 2022 was when initial documents were signed for replacement of existing windows and sliding glass doors in my home. A check in the amount of $19,160.00 was given to Brightsdie Windows to get started. And additional payment of $27,000.00 was made to Brightsdie Windows through financing. This project has been paid in full with a zero dollar balance. To date Brightsdie Windows has still not completed the job. It's been 15 months now and I have windows and doors that will not lock leaving my home open for invasion. I have sliding glass doors that are cracked and not installed properly. I have white caulking around some of the windows and doors while others have been color matched to what we originally agreed upon. I have an unpainted portion of my house. The initial sliding glass doors ordered were incorrect - the interior color was not matched to the windows. New doors were ordered to replace them which took months to procure. Once the new doors arrived they were faulty and not installed correctly. I was told that new doors would be ordered to correct the issue. ****, the manager at Brightside, refuses to keep me informed on when or even if replacement parts have been ordered. I have reached out to Will via email with supporting documents showing the faulty products and poor installation. Will will not answer my emails, texts, and is conveniently never at the office when I call. I'm asking the BBB for assistance in helping Brightside finishing the job.

  

  Business Response

  Date: 09/22/2023

  Dear ********************,
  
  Thank you so much for reaching out to us via the Better Business Bureau!  Your job is important to us, and we do appreciate your patience while our third party manufacturer procures the parts to replace the ones with manufacturing defects. This includes your replacement screens and sashes for your custom white wood grain sliding doors, which have in fact been ordered and currently show a ship date of 09/27/2023. That's great news and means we should be able to finish this service very soon!  These doors call for white woodgrain interiors, which are custom made and do have extended lead times. We appreciate your feedback! To address your concerns about the quality of our customer service, our customer management tool shows that our install manger Will has communicated with you multiple times via phone and email on the following dates: 08/21, 07/24, 07/17, 07/14. We pride ourselves in communicating with our customers, and understand you want the swiftest resolution possible for this matter. Rest assured that as soon as your replacement parts arrive at the manufacturer's warehouse, we will promptly schedule your service. We look forward to working with you soon!

  Sincerely,

  Customer Service

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

  
  

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20559701
  
  I am rejecting this response because your reply shows that you didn't read my email dated 8/21.  I asked for a full refund and have not been contacted by Will or anyone representing Brightside.  Please re-read the email dated 8/21.  You only contact me now through the BBB?  That right there shows your lack of intent except when pressured by an outside agency.  Even now you could have picked up the phone and called me or even responded to my email.  I have no response from Brightside on the 8/21 email despite your claim.  I have asked repeatedly for communication and receive basically nothing.  You point fingers at the manufacturer and say it's their fault.  You work directly with the manufacturer and offer a product together.  Own that you have a piece in this equation.  At this point, almost a year and a half later, I am completely fed up with the lack of communication, inferior products, poor installation, and zero sense of urgency to correct this.  Your techs have been to my house 3 times now and still there's no resolution.  I have scheduled time away from work to be home only to have your technicians cancel on me with 20 minutes notice.  Because I didn't have screens this summer I had to run the A/C rather then open windows which cost me more money.  You are wasting my time and my money.  You have my $50K and what do I have?  A half finished project that's evolved into a nightmare for me and my family.  I have a section of my house that needs to be repainted because of your poor work - this was never discussed as part of the initial bid.  I have caulking in different colors around the exterior of my house.  This too was never part of the original promise Brightside made to me.  My hardwood floors were cut into to 'fit' the sliding glass doors in.  Again, never part of the original agreement.  Most of the 24 windows we purchased do not lock properly leaving my home available for intrusion.  You have communicated to me nothing about fixing the issues I have.  Where is your tech to verify my claim and capture the serial numbers of the defective windows?  How do you know which windows need to be replaced?  You don't because you haven't made any effort whatsoever to rectify this situation and a clearly upset customer.  You have done a fantastic job at overselling and under delivering.  Customers are everything to a business and each one needs to feel as though their needs are being met.   Without them you have nothing.  I'm looking forward to your response.
  
  *******************************

  

  Business Response

  Date: 11/20/2023

  Thank you so much for reaching out to Brightside Windows via the Better Business Bureau.  Your job is important to us, and we appreciate your patience. You service items are schedule to arrive today, and someone from our service team will be reaching out to you within 1-2 business days to schedule your service.  We look forward to working with you soon.  
  
  Sincerely,
  
  Customer Service,
  **********************

• Initial Complaint

  Date:07/17/2023

  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 contracted Brightside Home Solutions in Dec **************************************** Jan 2023. We were told that the project would be completed within a few months and it has not been completed. ****** ******** our sales rep left the company and we have notified Brightside that we would like to cancel the contract and have our money reimbursed that we have paid. We paid $10,000 on 12/16/22 and another $5,000 on 1/7/23. We would like to have $15,000 reimbursed to us within 30 days and also we would like to formally cancel the contract as Brightside has not delivered on the contract.

  

  Business Response

  Date: 07/17/2023

  Hey *****, thank you so much for reaching out via the Better Business Bureau. We appreciate your patience with delay, and are happy to issue you a refund.  We received your communication through ****** your sales representative, and our operations manager called to try to arrange the refund. From his records, it looks like you called him yesterday on a Sunday when we are out of the office. He was planning on returning your phone call today. Please call us at ************ to to make arrangements for the refund. Thank you again. We look forward to assisting you.

  Sincerely,

  Customer Service,

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