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Complaint Details
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Initial Complaint
06/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Patio cover not properly constructed. Part missing, becoming undone. Was unaware until we noticed water getting into panel. Since this was a roof anchor patio covering and we do not walk on our roof to check we were unsure if this piece was put on properly or at all. It should not have become unscrewed. I followed Brightcovers protocol for filing a claim. Communication via email and filling out form was started 4/29/2024. Last communication from Brightcovers was 5/6/2024 when I was informed someone would reach out to us. I we are requesting repair and replacement of damage panels.Customer response
06/12/2024
RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
This is regarding complaint # ******** Brightcovers. They responded and the issue is fixed.
Thank-You
****** ********Initial Complaint
03/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
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
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
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 productBusiness 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.
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Contact Information
3453 W 140th St
Cleveland, OH 44111-2429
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Get a QuoteCustomer Complaints Summary
7 total complaints in the last 3 years.
1 complaints closed in the last 12 months.