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:05/03/2023

  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.

  Ordered all new windows for our house in the spring of 2022. Most were installed in August of 2022 however some were too difficult to open and would not close correctly. Also, a couple of the windows had broken glass which have since been replaced. Two windows were measured incorrectly and had to be reordered. These two windows were reordered in August of 2022 and they still have not been delivered. I receive updates from the company that the windows will be delivered soon but they never are. One email stated it would arrive on 1/4/23 another said 4/19/23. Here it is May 3rd and I still don't have these windows. I was also told that these windows were more energy efficient and will provide better noise reduction. I've noticed no changes to my energy bills and no difference in noise level.

  

  Business Response

  Date: 05/22/2023

  Hi ********************!

  Thank you so much for reaching out to us via the Better Business Bureau! We're happy to help you with your request.  It looks like your items required to complete your service have partially shipped today on 05/22/2023, and we are waiting for one last item to ship that is showing as in production.  We appreciate your patience while our manufacturer fulfills these final service items, and we have our install/service crews ready to help as soon as the manufacturer provides those replacement items.  They should be in soon, and we'll reach out as soon as those items are in. Feel free to reach out to us directly at ************ if you need anything. Thank you again for your time and for reaching out! 

  Sincerely,

  Brightside Home Solutions

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20013335
  
  I am rejecting this response because:  I've heard many times from the company that the windows will be in by a certain date and they never are.  At this point I would like a discount and if the windows are not in by June I expect a full refund.  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 06/05/2023

  ********************, we'd happy to discuss a discount further you in person or over the phone.  Your service items are in, and we have called to schedule your service.  Thank you so much for your patience.  It's our pleasure to serve you.

  Sincerely,

  Brightside

  Customer Answer

  Date: 06/07/2023

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/03/2023

  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.

  Date of transaction - May 2022; Amount - $14800 approx.Businesses Commitment to purchaser - Order and install whole house window replacements; measurements taken, agreement signed, financing agreed to.Nature of dispute - windows ordered May 2022 with an understanding that inventory was slow to arrive and would be approx 3-4 months out. This was agreed upon. Initial installment 6 months later - original salesperson measured 2 windows incorrectly, had to reorder - informed it wouldn't take as long. November 2022 - informed windows came in - installers came - windows didn't fit - incorrect measurements....again. Informed company of seal broken in an installed window, replacement "ordered".December 2022 - THIRD time to my residence; I have taken time off of work each time to meet as requested. Installers showed up, WRONG size windows AGAIN. Since January 2023 - have been receiving periodic emails with no information other than "your order is delayed". I was informed in November that the financing that I agreed to was expiring and I would need to "reapply". I absolutely refused this and said I would pay the agreed on amount when the job was completed, no more. No interest changes, no rate changes, no further inquiries to my credit.Lastest communication was that order would be delivered 3/28/2023 (6 days ago). No further communication.

  

  Business Response

  Date: 05/03/2023

  This service has been completed. Thank you so much for reaching out!  We appreciate your your patience in this matter.

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19890170
  
  I am rejecting this response because: the job has NOT been completed. After the 4th return to my property to install the remaining windows, one of them is scratched and needs to be replaced. Also, the businesses financing has expired and they have requested that I find my own financing, which I will not do. Interest rates have changed and I will not pay more than the agreed upon price (including interest), nor will I submit my personal credit information for another inquiry because they were unable to finish the job in the time the financing was valid. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/05/2023

  Dear ******, Your service items are in.  We have reached out to schedule your service.  Please call at your soonest convenience and we can take care of you.  It looks like we have an approved a discount for you as well, which our team communicated with you on one of our last calls.  Thank you so much for your patience.  It's our pleasure to serve you.

   

  Sincerely,

  Brightside

• Initial Complaint

  Date:02/10/2023

  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.

  Ordered all new windows for our house in December 2021. Most were installed in May 2022 with broken latches, broken balance mechanisms, a broken frame, missing screens and over half were too difficult to open and would not close correctly. One window was mismeasured and needed to be reordered; the replacement was again the wrong size but installed regardless resulting in multiple spider cracking throughout. We were told the replacement would be delivered in August 2022.Over the last five and a half months since then we have been ignored, told they had no documentation of remaining outstanding issues, people being fired for giving misinformation, a change in their computer system, their computer system showing they have the items but are unable to locate them in the warehouse, and endless excuses. They blame the inadequacy of their windows on the manufacture, claim it is industry standards and place blame on people they "recently fired" instead of taking ownership and making this right. We felt bullied into signing off, claiming that this is all normal but to move forward we need to sign that the windows were delivered. We have talked to the owner, he has come out to our house twice and yet 14 months later we still do not have full functioning windows, all of our order delivered or any sense of urgency to fix their many mistakes. We have been required to take time off of work that resulted in the company showing up with the wrong windows, no idea where the right window is, missing other elements such as the screens. We took work off again today because we were told installation of the broken window would happen and nobody even showed, claiming the changed their scheduling system and we didn't make the transition. Too many excuses, too many faulty windows, too many months of being ignored.

  

  Business Response

  Date: 03/06/2023

  Dear ***** and ***,
  
  Thank you so much for reaching out via the BBB!  We completely understand your concerns and complaints and are 100% working on this currently.  From our records, we have provided a $3,000 refund/credit for the delays outside of our control and have connected you with the area manager of the window manufacturer to escalate the issue at hand.  It looks he sent an email to you and your spouse regarding the broken windows, which they expedited after the window arrived broken.  We are doing everything in our power to get this resolved as quickly as possible.  We thank you for your patience and understanding.  We will get this taken care of as soon as the window is here, which per the email from the manufacturer's area manager and branch manager, it was supposed be in this week (the second week of March).  We'll provide an update for you and the BBB as soon as the window arrives the manufacturer's local supply center. You can also reach out to us directly through the services email ************************************* or call at ************. We genuinely do care about your project and thank you again for taking the time to post here.

  Sincerely,
  
  Brightside

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19384237
  
  I am rejecting this response because:

  The facts and reasoning in this response are not accurate.  The owner showed me proof of shipment for the broken window replacement, saying it would arrive mid August, 2022.  If it arrived broken, it should have been addressed at that time and we should have been informed immediately of the situation and how it was being resolved.  After countless emails, texts and phone calls, it took until January 2023 to have a set installation date, only to be told on the day it was scheduled to be installed that the window could not be found at the warehouse. 

  We were given a check for $3000 that we have not cashed/deposited because we do not know why we were given this.  We immediately reached out to know why we were being given this specific amount and have not received a response to date.  If this check was meant as a refund, ****** for 6% of the $45,130 spent on windows that are still broken, not locking properly, and not sealed correctly so that they whistle when the wind blows, while still ignoring our emails and phone calls is just not the way to make this right. 

  We do not feel like we are a priority, are questions are not being answered, and our windows are not yet fixed.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 03/10/2023

  Dear *** & *****,
  
  We understand you're beyond frustrated, and we want to help. You're right that there were extended timeframes (more than what we anticipated per the manufacturer's online portal's estimated time frames for shipping).  We understand that there were delays with the replacement service parts coming in that you addressed, and the replacement service parts came in broken twice and we definitely didn't intend for that to happen. These incidents were genuinely outside of our control (as the manufacturer makes, ships and warehouses the windows), and each time we have worked with manufacturer can to get those replacement items as quickly as possible and communicated with you as we receive updates.
  
  Our records show that we answering your phone calls, text and emails. Like you said the owner spoke with you, our customer success manager worked with you, our install manager has spoken with you via email today--and even spoke with ***** on the phone and in person when he dropped off that $3,000 credit two weeks ago when we discovered the glass was broken on the second reorder, and we are responding to you here online. From our records, the install manager and the owner met with *** at your house and did a thorough inspection on the windows to assure that they all opened, closed and sealed properly--and then submitted the replacement items as needed from the manufacturer.
  
  The breakdown of the $3,000 check for the credit for the following replacement items that experienced extended lead times outside of our control: $2,000 for the large window above the door that has the crack (that we addressed in our initial response) and $1,000 for the upstairs bedroom that had a small crack in the frame.
  
  Our install manager reached out via email today to schedule the remaining service. We appreciate your feedback about the whistling you're hearing and we will definitely look and see what is causing that. The weather stripping may just need to be adjusted and we can definitely try to fix that for you.
  
  Please know that we understand how you're feeling, and we want to help you as soon as possible in good faith.  Please respond to our install manager's email to schedule for your final service date and walkthrough along with a free window cleaning.  Thank you so much for your patience and understanding.  Feel free to reach out if you need anything.
  
  Sincerely,
  
  Brightside Home Solutions 

  Customer Answer

  Date: 03/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response is accurate in detailed the conversations. However, our frustration is with the fact that there is minimal follow through, miscommunication and and continual reaching out from us to be acknowledged. At this point we have little faith that our issues will ever fully be resolved. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:11/05/2022

  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 arranged for the installation of new windows from Brightside in August. I was told the windows were to be scheduled to be installed in November. I have not heard from, or received any response from either the company, nor the sales representative. I cannot locate an account # on the receipt or from their lending institution. I have paid $6725.00 and have nothing in return. Not even a response. They owe me a refund, and out of a contract, or timely installation of windows that meet the quality of the product they claim to provide.

  

  Business Response

  Date: 11/05/2022

  Hi ********!  Thank you so much for reaching out.  Were happy to help you with an update on your order.  Our team did receive your email and online request today.  Our office is open Monday through Friday from 9am-5pm if you ever need anything feel free to contact us by phone or email.  Your windows are currently on production and will be shipping January 2023 currently.  As soon as your windows are here, our operations team will call to schedule your installation.  Thank you again for your time and patience!  We look forward to work with you soon!  Thanks for choosing Brightside!

• Initial Complaint

  Date:10/11/2022

  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.

  We had *********************** our home on 6/4/2021. Two windows needed replacing, window #1 was missing from the shipment and window #2 wasn't working properly (wouldn't open or close easily, told it was the opening mechanism that needed replacing). We paid in full at installation, which we now regret because of the terrible service we have received since the install. During the last 16 months we've been consistently told that "the windows are on a truck" or some other weak excuse. We waited several months for window #1 (which was also damaged upon replacement and had to be replaced again). The mechanism for window #2 was not replaced. We've since learned that the entire window mechanism on window #2 is broken, so replacement is necessary. Over the last 16 months we have been given numerous excuses for lack of product, and extensive waits for replacements. This past Friday we had an appointment scheduled for 10 am to replace windows #1 and #2 and repair another. Prior to the appointment, during a phone call, we verified the work to be done and understood that windows were in the warehouse and everything would finally be completed. The technician showed up at around noon with window #2 still missing. The technician had no idea where the window was and had no knowledge that it was part of the job. Additionally, *******************, the owner of Brightside verbalized to us that he was going to send us a check for $500 for all of the trouble we've had. He was contacted Friday afternoon about the missing window and our complete frustration with their sub-standard after the sale service. He has not returned our call, only texted saying he was out of town. We have not received a check. ***** says we should have received it.Additionally, we have requested the original paperwork for this job numerous times. We have a copy of the original order for $17,400. Brightside has refused to provide the document we signed after initial installation or the rebate docs for the state of Oregon.

  

  Business Response

  Date: 11/05/2022

  Hi Mr ***** ******************!  Thank you so much for reaching out!  We really appreciate your feedback.  It looks like our service coordinator **** got your service scheduled and completed as well as gave you the documents you requested. Were happy to help with anything you may need!  Just call us directly if you need anything at all. Also!  I saw pictures of your home and the triple pane windows look absolutely beautiful especially since we painted all of your caulk lines!  Thank you for choosing Brightside!  Its our pleasure to assist you!

  Customer Answer

  Date: 11/07/2022

   
  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.
  
  Sincerely,
  
  ****** & *************************

• Initial Complaint

  Date:09/23/2022

  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.

  I paid them $2500 two and half months ago and they were supposed to do windows and doors but I haven't heard anything from them yet and they are not communicate with anytime I call they come up with excuse and transferred me to different people I spoke with they told me they quit the job because this company is not a good company and I just want my money back

  

  Business Response

  Date: 10/10/2022

  Dear **************************,

  Thank you for reaching out to us via the BBB.  We have spoken to you on the phone multiple times.  We cant cancel your order for custom made windows as theyre specifically made for your home, and we are passed the allowed time for cancellation.  We have your doors in and are happy to schedule your install as soon as youd like.  The windows are supposed to ship this week, and we are still within the on or about ***** week time frame install as notated on you purchase order.  Please feel free to call as soon as you can so we can schedule your installation.  We look forward to hearing from you. Thank you.

   

  Sincerely,

  Brightside Home Solutions 

  Customer Answer

  Date: 10/10/2022

   
  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.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 10/12/2022

  Please I want to re-open my case because it's was a mistakes and I disagree because I don't  trust this company I am not comfortable with them I have been waiting for three months now and I wait anymore please tell to give me my money back

  Thank you

• Initial Complaint

  Date:07/06/2022

  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.

  Brightside Home Solutions installed windows in our house on Feb 15 2022. Many, if not most, of the windows were broken. I did not want to sign off that the job was finished but the sales person assured me it could be signed off on and the windows would be fixed quickly. It has been five months not and three times people have come out to tell me they will be fixed and they remain broken and many of them useless. If this is not resolved quickly I will be involving an attorney. I had contractual obligations that I held to, they have breached their contract and continue to not resolve it.