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:09/07/2025

  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.

  I had vinyl siding installed on Nov. 17, 2017 with manufacturers lifetime warranty. I noticed the colour was fading and contacted Cornerstone Aug. 2024 and was given a warranty complaint # ******. ****** at Cornerstone told me to remove faded vinyl sample and send it to them and they would get back to me. I explained that would involve getting on staging and I am a senior and their local distributor is less than a kilometer from my house, could they look at the fading and report to her. She said no and the local guys said they weren't authorized to do that.
  I would like someone to look at my siding so I don't have to hire someone to remove a piece and send it for testing.

  Business Response

  Date: 22/07/2025

  Thank you for your message and for bringing this concern to our attention.
  
  We understand and appreciate Mr. *********’s concerns regarding his vinyl siding and his desire to avoid the challenges of physically removing a sample for evaluation. 
  Our warranty evaluation process does require physical samples to be sent to our laboratory for assessment. This is necessary to ensure an accurate, unbiased analysis of the product in question and to determine whether it meets the criteria for warranty coverage. Unfortunately, we do not offer on-site visits as part of our warranty process, and our distribution partners are not authorized to perform warranty evaluations on our behalf.
  
  As part of our standard procedure:
  
  - Cus***ers are asked to send one siding sample from each affected wall/area to our branch location
  - These samples are reviewed by our lab to assess whether the product falls within acceptable performance parameters, as outlined in our warranty package
  - If the product is found to be within warranty coverage, we proceed with replacement at no cost to the cus***er
  - If the product does not fall within the warranty parameters, we will cover the cost of returning the samples to the cus***er
  
  We understand that accessing a sample may be difficult in some situations, and while we do not offer on-site collection, we are happy to assist with guidance on how best to remove the required sample.
  
  We appreciate Mr. *********’s understanding and cooperation, and we remain committed to working with him to complete the warranty evaluation process.
  
  Thank you,
  Mitten Building Products
  
  
  

  Customer Answer

  Date: 07/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  By being so rigid with their warranty program, they are making it impossible for me to access it.
  
  As I've explained to them, I am not physically able to get on staging to remove a section of faded siding to send them. 
  
  
  
  Sincerely,
  
  
  
  *** *********

  Business Response

  Date: 10/09/2025

  We understand the challenges Mr. ********* has described in obtaining a siding sample himself, and we have already informed him that there are pieces available that would be more than adequate for testing without requiring him to get on a ladder or staging. Despite this, Mr. ********* contacted our Fredericton branch to request an on-site visual assessment. As explained to him at that time, our branch staff are not authorized to perform warranty evaluations in the field. 
  
  The requirement to submit physical samples for laboratory evaluation is a necessary and consistent part of our warranty program and cannot be modified. Physical testing ensures that all warranty claims are evaluated accurately, fairly, and according to the same standards. 
  
  While we are unable to modify this requirement or conduct on-site visits, we remain committed to assisting Mr. ********* by providing guidance on how a sample can be safely removed or by suggesting that he seek help from a support person who can access the siding on his behalf. 
  
  Once we receive a sample, it will be carefully evaluated against the criteria outlined in our warranty. If coverage is confirmed, replacement materials will be provided at no cost to Mr. *********. 
  
  We appreciate his cooperation in following the established warranty process and remain available to support him in completing the necessary next steps. 
  
  Thank you, 
  Mitten Building Products 

  Customer Answer

  Date: 16/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I've told Cornerstone that they are incorrect about taking a short piece of siding near a corner to send them.
  
  I explained that due to the design and orientation of the house I would have to remove a 6' or 8' piece, cut it and send the sample for them to test. This involves renting staging to access the section and defacing it so it can be mailed.
  
  I asked if they would send someone from the local distributor, 1 km from my house, to see what I'm talking about and let me know if I'm wasting my time and they say that can't be done.
  
  They have the batch numbers of my siding, including manufacturing date. If the lot had issues, they would be aware of it.
  
  They have a lifetime warranty that is very difficult to access and they are inflexible.
  
  
  
  Sincerely,
  
  
  
  *** *********