ComplaintsforBrightCovers

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  15 year warranty. Installed summer 2018. In 2019 I submitted a warranty claim stating that water was getting into the panels. At that time the company responded "Thank you for providing the warranty claim form and sending in photos of your cover. Your Panel and all associated costs are covered under your warranty. There is a small labor/installation cost for your service". The service order stated that the affected panels would be replaced. At that time I did not go with the repairs because I did not want to pay the $400 installation fee which I thought was insane since I had paid over $8,000 the prior year for the roof. Fast forward to 2023, I have noticed that the issue has worsened. The water inside of the glass has caused mold and discoloration. The water is still visible along with the mold. I am now being told that the issue is not covered under warranty because it does not cover mold (which is caused by the ever present water). The company is now asking me to pay for the entire cost of replacing the panels and not just the installation fee. They have also told me that if I had reached out sooner that they would have sent their installers out to "Blow dry" the panels ---- Once again in 2019 the panels would have been replaced! I have asked them multiple times why this was covered in 2019 but not now? What has changed? Water is still getting into the panels! This is extremely frustrating because we love the cover and paid a lot of money for it. I am just asking for them to do what is right.

  

  Business response

  03/24/2023

  Service was completed on 3/20. The terms in our contract and gone over at the time of sale and time of installation are clear, even though we were not obligated to service at no cost to customer, we did to try and provide the best service to this customer. 

• Initial Complaint

  10/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I met with a representative from Bright Covers, a patio covering on 6/10. We put down $3500 as apart of the $10000 cost. We were told it would not be installed until September and because we had to wait so long we got an extra $250 off. At the end of August I placed a call to the company to see if they had a date for installation. We were told they did not have a date at this time. I called mid September and got the same response. I call October 6 th and wanted to know when construction was going to begin on our cover. Bright Covers apologized but said they were behind and didn’t have a start date. At that time I canceled the order. We were told by the sales rep TJ that if we canceled we would incur a 5% penalty. That was fine, we had no plans on canceling. When we got our refund it was less than half of our down payment. After multiple calls to Bright Covers we finally got a response to our refund question. On page 5 of the contract sec 8states that they can liquidate damages, which means nothing unless you have a law degree. What it means to everyday people is they can charge you 15% of the remaining balance, which in my case was half of my deposit. So don’t do business with this company unless you have a lawyer present.

  

  Business response

  10/18/2022

  Hello. There are unforeseen circumstances that may delay any project. We apologize your project experienced a delay that ultimately prompted your desire to cancel. We accepted your cancellation, refunded you according to the terms and conditions of the contract. As explicated to your husband yesterday, once this complaint and the other social media post by your sister are deleted, we will send the remaining portion of your refund. The final refund check was cut yesterday after speaking with your husband who assured us these posts would be deleted. He said the google post would be gone yesterday. As of today, its still present. Please do your part, and we will do ours, as we intended according to the terms and conditions of the contract you signed before you canceled. Thank you.

• Initial Complaint

  11/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased an awning by brite covers and called multiple times to report leaking especially by electrical and they keep telling us some one will call you back to fix the problem and its been about 7 or more months with no phone call,this was not a cheap investment and we would like them to follow through with they're warranty.

  

  Business response

  11/18/2021

  Thank you for alerting us to your issue and thank you for your patience. We have promptly acted by both emailing and calling the customer to schedule a time to repair the issue. We regret our lack of responsiveness historically, have taken steps to ensure it doesn't happen again, and look forward to resolving the issue in a timely manner. thank you very much.

• Initial Complaint

  11/05/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 17,2021 we had an appointment to discuss having a patio cover installed. On May 14th we got an email to confirm our appointment for Monday which I did and got a thank you from the company. The appointment was kept on that day and on time. We agreed to the price and understood due to Covid that there was a 20 week lead time to installation. I paid them half down $8144. We recvieved an email with the contract and invoice with the payment recorded on May 17. I calculated what 20 weeks would be and it came out to be the first wek of October. They came and did the final mrasurment sometime in June and we heard rom them one other time after that and that was it. I started calling and sending multiple email to try and get some idea of what was going on with out installation. It is now Nov 5 and I can't get any response to voicemails and emails. I have talked to a woman twice and she says she will check on permit and let me know and then I have had to leave multiple voicemails before I even get a call back, only to be told there is no further info on the permit and she will check again and call me back and I don't hear from her. We have had a major renovation done in our house which started 6-8 and have fied many permits and have had no problem with that. I am beginning to wonder if they have even filed the permit. I checked their rating with you before I caled them and now I am wondering how this company could have an A+ rating with the reviews I have read and with my dealings with them so far.

  

  Business response

  11/07/2021

  We are able and willing to complete the course of work and install a BrightCover at her residence. However, as communicated with the customer we are waiting on permit approval. Both the customer and our permit team have reached out to their local municipality with no response. On November 2nd , after multiple attempts to reach out to municipality through email and phone, we received a message that permit is on hold because a contractor or owner affidavit was not submitted. However we did check what was sent and a contractor affidavit was notarized and sent with original paperwork. Since November 2nd we have reached out 5 times through email and phone calls, with no response from their municipality, as we have proven and stated that we have submitted and notarized all necessary paperwork for permit approval. As soon as the permit is approved the customer will be scheduled for the next available installation. We are and have been working diligently to obtain permit approval. Since we entered into contract with customer, we have communicated with them continually throughout the process, keeping them up to date on the next steps for their project. We appreciate the customer business and are hoping we can come to resolution on their project.

  Customer response

  11/08/2021

  [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

  08/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a patio covering that was installed in nov of 2020. It rained a few days later and there was a small leak dripping down onto the patio. I called and brightcover did send someone out. The said it needed caulking in the area where the leak was. Subsequently they did come out two more Times but the problem was not fixed. I spoke to joe the district manager who assured me the problem would be fixed. The last contact I had from him was the beginning of July. At that time he said he had a very experienced installer that he knows could identify and resolve the issue and that brightcovers would call me back to set up a time for him to come out. I am tired of chasing them for resolution and although the leak is small who wants to pay $7000 for something that leaks. Although they claim they want a chance to fix the issue I am tired of chasing them down and am considering action in small claims court. I have lost all faith and confidence in this company and this product

  

  Business response

  08/16/2021

  We have connected with the customer and communicated we will be sending out a crew on August 23rd to fix the leak. Additionally, we have offered an extended warranty in case problem persists.

• Initial Complaint

  06/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a deck cover on 6/6/2019 and it was installed 12/10/2019 at a cost of $11,700. There is a cut on three of the panels that allows water to seep between the layers and stain the cover and also a green algae or moss is growing between the layers. It had to have had the cuts when it was installed. I submitted a warranty claim on 7/27/20. They responded that someone would be out next week to replace the panels. I didn't hear from them. Reached out again after covid on 06/0 1/2021 and again on 06/10/2021. On 06/11/2021 Operations manager called and said he will set something up on the following Mon or Tues. And he says that I must pay for installation. It's Friday as I write this and no word from them. The invoice # *** on 12/10/2019

  

  Business response

  06/22/2021

  Per customer warranty dings / cracks / other general wear and tear is not covered under our warranty. We do have a 90 day general warranty among our other warranties provided, if cover and panels were not properly installed or had defects customer would have seen within the first 90 days after installation, per customer complaint we received after 7 months. Because we are delayed in getting back to customer to repair claim, we are going to replace panels at no cost to customer, even though it is not under warranty. We have called and left multiple voicemails for the customer to get him on the schedule this week, if unable to connect with customer after multiple attempts, we’ll wait to hear back from customer and get him scheduled for the next available service day. 

  Customer response

  06/24/2021

  [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

  06/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had a representative come out to give us a quote and we put $500 down, which was supposed to be refundable. The pandemic hit and we could no longer afford this very expensive luxury product. We called to get our $500 deposit back and very rude people said "no". They will not return the down payment. This is the opposite of what we were told.

  

  Business response

  06/10/2021

  Per the signed contract, BrightCovers may retain the nonrefundable down payment if not canceled within three business days,  as agreed by both BrightCovers and customer. To resolve this complaint however, BrightCovers will refund in full although not contractually obligated. Customer should see refund within 2 weeks’ time.

• Initial Complaint

  06/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 4th **** ****** sales person for Bright Covers came to our house to present the Bright Covers patio covers to us. We liked the product & paid 1/2 -$4280 as a down payment. We were told up to 16 weeks to have it installed Someone came in mid April to do final measurement. I have called to find out when we will be scheduled for the install. No one can give us an answer nor do they return our calls. Red flags are starting to go up! Will we receive a patio cover or will we be able to get a refund? Please help us get satisfaction. Either install the product or give us a refund! This seems to be a problem with this company upon reading reviews on your sight! If they are a scam they should be put out of business. It's not good C.S. & no way to run a business! We have called many times. I saw where 1 employee said they like to take advantage of older folks. Shame on them!

  

  Business response

  06/01/2021

  Customer is in production and we are on track to accomplish to by end of June.
  We are on track to complete her installation date by June 24th, which as stated is 16 weeks from down payment of March 4th.
  When known, we will call customer and setup her up with a hard date.
  We have spoken and returned calls to customer all times throughout the process. Most recently on June 1st, and most recently before that on May 14th, where we explained our current process, that we will be unable to get a hard date until we get closer to her end of June installation date.
  Customer did request to be moved up for installation on May 14th and on March 18th when we confirmed her order, both times we effectively communicated that we will be unable to expedite her installation request because there are a number of customer ahead of her.
  Due to weather delays and supply chain issues, we are unable to give a hard date to any customers within a week of their estimated installation date. For this customer, we will make an exception, and get a hard date before one week, when we have the supply and installation crew confirmed.

*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. ↩