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:05/19/2025

  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.

   
  Yes, I would like to close this case as resolved. 

• Initial Complaint

  Date:05/13/2025

  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.

   
  Complaint: 23324189
  
  I am rejecting this response because the actual homeowner never made or signed the agreement with the company.
  
  Sincerely,
  
  ****** *****ney which took several weeks. We were made aware that due to the homeowner not signing any agreements they would be unable to generate a work order and we wished to cancel the contract to avoid things being done improperly. We contacted the company to inform them of this and they never corresponded with their local office and sent someone out to seek payment and threatened legal action. We asked the represenative to leave our home and he did.

  

  Business Response

  Date: 05/14/2025

  Thank you for bringing this matter to our attention. We take all customer concerns seriously and appreciate the opportunity to respond.
  On April 17th, one of our canvassers briefly spoke with the complainant and made an appointment for the Director to return the following day. On April 18th, a Brightside Windows Director met with the resident to present our products and services.
  Its our standard procedure to confirm that the individual signing documents is authorized to do so. During the appointment, a financing application via ************** was completed by the complainant and the contract was signed. A postdated check was also provided for May 7th. While it is not our policy to deposit post dated checks early, we acknowledge this happened in error, and we sincerely apologize.
  We understand that the complainant and the actual homeowner later decided not to move forward with the project. As stated in the agreement, there is a three-day cancellation period. Once the oversight regarding the check and homeowner signature was brought to our attention, we agreed to issue a full refund in good faith that we would receive the funds by May 7th. Although processing took longer than expected, the deposit was fully returned.
  Following the signed agreement, we moved forward with standard preparations for the project. Materials were ordered, and labor was coordinated. We also paid for work performed on behalf of the agreement. The complainant requested cancellationon Monday, May 12ththe rescission period had already passed. Additionally, they had previously informed our representative, Ashawn, that payment would be made by May 7th.
  We attempted to re-collect the funds May 12th to continue with the project; however, the complainant chose not to proceed. Due to the cancellation request being submitted after the legally required rescission period and significant steps had already been taken toward project fulfillment, we will be proceeding with the project as originally agreed.
  We are committed to maintaining professionalism and transparency as we move forward and welcome any further communication to ensure a smooth process.
  
  

• Initial Complaint

  Date:03/14/2025

  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.

  Please reactivate my case. I have been having problems with responding to the message. I accept their first step of beginning the investigation on their side but do not accept that the matter is concluded. Please let me know what else is needed to reopen this complaint or if I need to submit a new one and, if so, how can I respond if I have further problems with responding on the site?

   

  Thank you very much for your kind attention to this matter.

  attempted to send the same siding company out a third time. The installation was done so poorly that the siding on my house is now getting damaged by the weather and I need to have a new company come in to replace the new windows. They did not measure or check anything but just hammered the new windows into the house, caulked them poorly, and walked away. I have weather damage happening inside my walls, my energy efficiency is unchanged, and I am unsafe since the windows will not close enough to lock.

  

  Business Response

  Date: 03/17/2025

  Hi, thank you for reaching out to Brightside Windows via the BBB. We are investigating the details of the complaint, and will reach out to discuss with you further. We appreciate your patience and thank you for choosing Brightside Windows. Its our pleasure to serve you.

  

  Business Response

  Date: 04/25/2025

  Thank you for reaching out to Brightside Windows via the Better Business Bureau.  Your feedback is important to us.  We have forwarded this to the project management team, and they'll reach out to you soon to discuss next steps on how to take care of your complaint.  We look forward to helping you soon.  Thank you again for choosing Brightside Windows. It's our pleasure to serve you.

  

  Business Response

  Date: 05/19/2025

  
  Were truly sorry to hear about this experience and want to assure you that we take these concerns seriously. At Brightside Windows, our goal is always to deliver high-quality service and stand behind our work.

  After reviewing our records, we do have a service claim open, and both Brightside and the window manufacturer, have made multiple attempts to resolve the issue. Unfortunately, we've encountered challenges in coordinating a service visit, as the customer has either been unresponsive or unable to commit to scheduling a specific date for our team to address the concerns on-site.
  
  We remain committed to resolving this matter as quickly as possible and are more than willing to send a technician to properly assess and complete any outstanding work. In order to move forward, we kindly ask the customer to respond to our latest outreach and confirm a time that works for a service visit. We are here to help and want to make things right. We appreciate the opportunity to resolve this issue and hope to restore the customers confidence in our company.

• Initial Complaint

  Date:02/25/2025

  Type:Sales and Advertising 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.

   
  Complaint: 22987309
  
  I am rejecting this response because I sincerely feel I  have a right to cancel beyond the 3-day cancellation period.  

  The original contract dated 12/13/24 is attached and only states 8 picture windows; it does not specify the 8 windows the were selected to be replaced.

  It wasn't until 12/19/24, when people came to do a laser measure of the windows did I find out that the windows they were measuring were NOT the windows I selected.  

  On 12/20, I promptly called the sales **** *******, to complain about the windows that were measured were not the windows that I was expecting to get replaced.  After discussion and video walkthrough to confirm the specific windows, he then sent me an "addendum" on 12/21/24.  That addendum had a price increase of about $1500.  At which I promptly called him and inquired why did the price go up, especially after we spoke and he said it would all be the same price.  He said he had forgotten to add extra for "grids" in the original quote.

  After these 2 back-to-back errors, I questioned the integrity of Brightside and, in particular, *******.  I was no longer interested in purchasing their windows....first they measure the wrong ones, then when he specifies in writing the correct ones, the price changes.  On 12/21/24, I told ******* I was no longer interested in purchasing the windows.  I feel I have a right to terminate when the contract signed was not correct in the first place.

  In his effort to save face, he retroactively cancelled the 12/21, spoke to his manager and agreed to keep the same price.  However, by then I no longer trusted ******* and Brightside.  I am so disappointed at their lack of customer service.  This cancellation was early enough in the process and should not have been any liability on both  parties since the details of the windows were still being clarified.

  I also attached emails to his Regional Manager on 12/27 and related texts with ******* that were sent to their lawyers, who are demanding payment.  You can tell from the text excerpts the sequence of discussion.  This is so very disappointing.

  I have disdain for business owners who force a customer to have to keep a contract that is NOT correct.  Are their sales so low that they have to force someone to keep a contract that is wrong.  We're talking not more than 4 days after the deadline to cancel a contract.  I definitely would have cancelled within the 3-day window, if I knew the windows were not the ones I agreed. Unfortunately, I didn't know they were tracking the wrong windows until the technician showed up to do laser measurements.  Please explain to me why Brightside is refusing to cancel an order that is not correct.  They are being ***** by forcing me to get their windows when I don't want them at all now.  $16000 is a lot of money and I prefer to spend it on a trustworthy company, not Brightside. Customers have a right to spend their money wisely, especially in this day and age where everything is so expensive.

  Sincerely,
  
  Fleur De Peralta  cell:  ************

  called back on 12/23, indicating he spoke to his manager who gave the green light to keep the same price. However, at that time I was already convinced not to ***lace my windows with Brightside, concerned with integrity/quality, and indicated I really wanted to cancel the entire order as $16785 is a lot of money. On 12/26, his regional Manager sends me an email indicating recession period ended on 12/17 and it was too late to cancel. On 12/26, I ***lied to her email stating original order on 12/13 was incorrect, and addendum sent on 12/21 with a higher price superseded the original contract. In Jan, I cancelled the credit payment that would have been paid upon completion of installation. To date, Brightside is refusing to cancel the order and demanding payment for windows that were not installed. I did my due diligence in timely cancellation of an order albeit on 12/21 versus the 12/17th recission date of original signed and incorrect contract. I do not want Brightside windows.

  

  Business Response

  Date: 03/17/2025

  Thank you for reaching out to Brightside Windows on the BBB! Its our pleasure to assist you. You signed a contract to purchase new windows, and the contract clearly states that the contract cannot be canceled for any reason after the rescission date. So while it is too late to cancel the contract, were happy to help you with your order, and well make sure you have a wonderful experience and get your high quality, triple pane windows installed as soon as possible. Please contact us as soon as possible! Thank you.

  Customer Answer

  Date: 03/24/2025

  Please add this file to my response sent a few minutes ago.

   

  This document shows how Brightside tried to increase the price of the windows after concerns that the wrong windows were measured.

   

  Thank you for adding this document.

   

  

  Business Response

  Date: 04/25/2025

  Thank you for reaching out to Brightside Windows via the Better Business Bureau.  Your feedback is important to us.  We have forwarded this to the project management team, and they'll reach out to you soon to discuss next steps on how to take care of complaint.  We look forward to helping you soon.  Thank you again for choosing Brightside Windows. It's our pleasure to serve you.

  

  Business Response

  Date: 05/16/2025

  Please note that your request to cancel the project was received well past the rescission period outlined in your signed contract. The rescission date is a critical part of the agreement, as it provides a limited timeframe during which a customer may cancel without penalty. We make it a priority to communicate this policy clearlyboth verbally and in writingand the rescission terms are prominently stated in the contract you signed. Because your cancellation occurred after this period had expired, Brightside Windows had already committed resources, including materials and labor, resulting in a financial loss.

  Customer Answer

  Date: 05/27/2025

   

  My case is not yet resolved.  Forwarding a screenshot picture of my text string proves that Brightside acknowledges changing price of original contract agreement.  They only agreed to not increase the price after I already decided to cancel the order because the windows measured were not the windows agreed upon signing.  They tried to increases cost when I corrected them.  Original signed contract is null and void.  I am not obligated to continue further business with Brightside.

   

  After this experience, I do not want to do business with Brightside in the future.  I just need to make sure they understand that original contract is null and void after they tried to increase the price. Their contract addendum to bring the price back to original cost with replacement of specific windows was not signed/accepted.  Full refund of $285 charged on 12/13/24 as a  deposit should also be refunded back to my credit card. 

   

  Thank you.

• 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.

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

  

  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: 01/21/2025

  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.

   
  

  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.

   
  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,
  
  *********************

  

  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,
  **********************