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:04/15/2025

  Type:Billing 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.

  Our Insurance paid several thousand dollars to have our siding done due to a hail storm in 2022 our contractor ordered life time warranty materials from Ply Glen in October 2023 finished in December. In only 6 months the siding in several areas is warping and bulging. We contacted them asking for someone to come out and look at our house. **** ****** informed us they don't do that but I was to send them a piece of the siding from the damaged area. Im 62 yrs old climbing on the roof to get this to send them in the mail. So I did! **** then informed me it passed their heat test therefore they were not going to honor the warranty! They also asked for in depth pictures of my house and said I had a reflection problem. Interesting Ive had siding on for 10 years and never had a problem (ever) from reflections. My contractor came and redid the worst area last month because we had some siding left over. He is asking them to pay him for that and send us 4 more boxes to redo the rest of the areas that are warped. That's all we are asking for To Pay Our Contractor to fix it and 4 boxes of material that is needed. If this can't be arranged the next step is a lawyer. I want to avoid that.

  Business Response

  Date: 05/02/2025

  I'm sure I sent the info below last week, but will paste in again here as well as attach as a pdf for insurance.

   

  We received a claim form on this property on December 12, 2024 and did ask for a sample to be submitted for testing in adherence to the applicable warranty which states in the section “How do you submit a warranty claim” that “Ply Gem will provide notification of any additional information and physical evidence that may be required to process your claim. When a sample is required, it must be sent at the homeowner’s expense.” This clearly indicates that it is the homeowner’s responsibility to provide the sample for testing, which we asked for to verify that there were no manufacturing defects in the material that was installed on the home. The sample was tested for caliper thickness, hook and lock dimensions, locking leg length, and any other physical tests that could be performed on the sample submitted to verify that there were no manufacturing defects leading to the distortion. In addition, a heat build test was run according to ASTM standards and compared against the standard Timberstone results to verify that there were no formulation issues leading to excessive heat build-up.
  The limited Lifetime Warranty states that we will cover “blistering, checking, crazing, flaking, peeling, rot or corrosion if it is directly caused by a manufacturing defect in the Product. “All the above-mentioned tests failed to reveal any manufacturing defect in the product sample provided.
  In the section “What Doesn’t This Warranty Cover?” the applicable warranty states “Any obligation of Ply Gem hereunder is contingent upon proper installation per manufacturer’s instructions and good building practices…This warranty does not cover any condition not directly caused by a defect in a Product as manufactured, any installation or defects or damage of any kind attributable to or resulting from installation, including faulty or improper installation.” It continues with a list of exceptions to include “warping or distortion due to heat sources (e.g. glass reflection, roofing materials, pools, decks, blacktop, or concrete materials).” Also excluded from coverage is “heat or solar radiation at altitudes above 5,000 feet ASL”. The elevation of the property is recorded as 5,226 ft.
  We shared with, I believe the installer, copies of our installation manual pages which state that product on roof lines should be installed with a gap between the roof and the first course. The pictures provided clearly show the material over the roofs to be installed directly against the roof which will cause heat issues as well that then travel up the wall. It also appears in the pictures that the overlaps are much greater than 1”, which the installation manual spells out as a maximum overlap to allow sufficient room for expansion of the parts as they build heat during a normal cycle.
  Addressing paying for the portion of the repair that has already been done, the applicable warranty states in bold and all caps “Any repair of the Products undertaken without prior written authorization from Ply Gem will Void this Warranty.”
  It is always our desire to maintain positive relationships with all our customers, and we did invite the installer to submit an additional sample and we’d be happy to run all the tests, particularly if they felt that the original sample did not perhaps accurately reflect the material on the home. I would suggest that such a sample be submitted from the worst affected area, along with a sample from a less affected area that would allow us to perform additional tests. We will obviously move forward with corrective actions if any samples submitted reveal any manufacturing defects or deficiencies.
  As a one time goodwill gesture and customer accommodation, we would be willing to supply the noted 4 sqs of material to effectuate the balance of the repairs as stated in the complaint. However, we must advise that if the material is not installed according to our installation instructions, especially above the dark roof, the issue is likely to repeat itself. We will not provide any labor at this point given that the installation miscues appear to be at the very least one of the factors leading to the warping of the products. Again, if additional samples are submitted and a manufacturing defect is found, we would provide both material and a reasonable labor allotment in accordance with the terms and conditions of the applicable warranty.
  If the homeowner would like to pursue either of these options, they can reach out to us and we’ll begin the process.

• Initial Complaint

  Date:07/03/2024

  Type:Billing 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.

  My siding that was put on my house came from Ply Gem Siding, Mastic Home Exteriors, Inc. The siding is Carvedwood D4 vinyl in color Pebblestone Clay. My siding has excessive fading and looks terrible. I filed a claim with Ply Gem siding. They required me to send a piece of siding from my house, which hasn’t been returned, for their testing. They said it didnt meet the standards of being defective. The back side of my house is looks terrible, along with several other areas around my house that are also faded in random spots.
  
  Ply Gem said they would provide 18 SQ of replacement and $3,600 for labor. I then received quotes from contractor's to take of the siding off and put the replacement back on. The lowest quote I got was $8,550.
  
  Ply Gem said they would go up to $4,050 for labor. I asked for them to cover the full cost of labor and they said they would not go over $4,050.
  
  I do not know how to get this resolved. I can’t afford to pay labor for my siding to be done over do to their defective siding and if they send me the same color how will I know it won’t fade terribly in a years time. Any help would be appreciated.

  Business Response

  Date: 07/19/2024

  We received the complaint from this homeowner and worked diligently to respond back to them.  We cleaned and tested the sample submitted and tested for color change on a spherical spectrophotometer according to ASTM D-3679 and ASTM D6864.  The test methods call for us to clean the sample with a mild soap solution (such as dish detergent) of 3-5 parts soap to 100 parts water by weight.  We mix our solution using clear dish soap let down 3 parts soap to 100 parts water by weight.  Again, following the test method, we rinse the sample with clear water and allow it to thoroughly dry before reading the color with our Hunter Lab ColorQuest spherical spectrophotometer set up in accordance with the above standards.  The results of the sample submitted tested at a delta E of 3.36 Hunter units.  The applicable warranty states that excessive fade is a change in the color of the siding of a delta E of 4.0 Hunter units or greater.  As such, this sample did not justify replacment under the terms and conditions of the applicable warranty.  

  However, because it is our desire to maintain positive relationships with all our customers, we elected to supply 18 sqs of siding (the amount of siding listed on the invoice provided from Harvey Building Products from a deliver form dated 9/10/20.  We also offered a labor allotment fee of $3,600 ($200 / square) to help assist in the replacement of the siding.

  Our obligations under the terms and conditions of the applicable Limited Lifetime Warranty is stated as not to exceed the original cost of the material and associated installation labor of the original installation.  Our offer was for 18 squares of material at today cost with no cost to our customer and the maximum labor rate from New York in 2020.  Our records indicate the labor rates in New York in 2020 to be from $140 to $200 per square; so again, we offered the maximum rate paid in 2020.  After hearing back from the customer and reviewing several quotes, we did extend our labor allotment offer to $4,050 or $225 per square which represents an increase of 61% over the 2020 minimum rate, 32% over the average 2020 rate and even 12.5% above the maximum 2020 rate.

  Agan, the applicable Limited Lifetime Warranty states that our obligation is not to exceed the original product cost and original installation costs, all other costs are at the expense of the homeowner.

   

  Business Response

  Date: 08/16/2024

  I'm not sure what the term rejection means here.  The last note was simply a statement of needing 23 sqs to switch out the whole house to another color.  I'm willing to entertain that with 23 sqs in any of the light Carvedwood Colors in accordance with my stipulations on the last response that we'd offer the siding material for the entire home, but the homeowner would be responsible to change out any accessories OR pick a color that will work with the current accessories on the home.  I did call and leave a voicemail with the homeowner to stress my desire to speak with them and try to work out a resolution to this claim.

   

  Customer Answer

  Date: 08/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: i’m not sure how to reply and keep this ticket going until everything is fully satisfied.

   

  My contractor that did the installation said that it was 23 square that was used. Would I need to get another quote from a contractor to see how much it would cost for the whole house to be recited minus the accessories? And what list of colors would be an option?
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:05/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have a manufacturer defect here in our home on all of our windows that is letting the outside air into the home. The window material is manufactured wrong, and several areas that is contributing to this manufactures defect.

• Initial Complaint

  Date:08/30/2023

  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.

  8/9/23
  
  I’m a disabled veteran and for over 30 days, I have called, faxed, emailed and mailed my red color garage siding warranty paperwork, garage siding pictures, and repair estimate to: Ply Gem Siding Group Warranty Services Department 2023, *** **** ***** ******* ** ****** *********************** ****************************** ***************************** **** ************* ************* ************* ************ fax. My garage siding is under ply gem warranty to be fixed free due to wear & tear, but ply gem has not contacted me back about my warranty service request. Bbb please assist so I can have my garage repaired under warranty.

  Business Response

  Date: 09/08/2023

  We received a claim form from this homeowner on 8/3/23.  We immediately sent out an email requesting
  photos (both full view and close ups of the problem areas) and a sample of the
  product for us to test.  She called back
  on 8/7 and asked if they could purchase the replacement materials and we gave
  them information of Distributors in their area. 
  She left a few more voicemails saying she hadn’t heard back from us but
  we were still waiting for the sample. 
  She was called on 8/31 but refused to send in a sample and demanded that
  we pay to fix the damaged siding.
  The applicable warranty states “Ply Gem warrants to you, the
  owner of the property at the time the Products were originally installed, that
  upon notice from you as required herein, Ply Gem will provide replacement products
  or refund to correct any of the following conditions if such condition is directly
  caused by a manufacturing defect in the Product as determined by Ply Gem”.  It further states “Ply Gem will provide
  notification of any additional information and physical evidence that may be
  required to process your claim.  When a
  sample is required, it must be sent at the homeowner’s expense.”  On the second page of the Consumer Damage
  Report that the homeowner signed on 8/1/23, it states “A “sample” of your vinyl
  siding from the “worst” affected area is “REQUIRED” for product verification and
  testing”. 
  After examining the pictures provided (attached), it appears
  that the siding has been impacted by a foreign object.  Given that the impact is on the lower course
  of siding and the bottom of a corner post, it is likely the result of a weed
  eater, rocks or debris being thrown from a mower, or other such contact.  The applicable warranty states in the section
  “What Doesn’t This Warranty Cover?” that “This Warranty does not cover any
  condition not directly caused by a defect in the Product as manufactured.”  It goes on to state in the list after what
  this warranty does not cover “normal wear or conditions caused by accidental
  damage and impact of foreign objects” among other things. 
  Again, because the pictures seem to reveal such accidental
  damage, the claim would not be covered under the applicable manufacturer’s
  warranty.  However, since it is our
  desire to maintain positive relationships with all our customers, I restated in
  two calls with the homeowner that we would be more than happy to review a
  sample to determine if there were any manufacturing defects in the sample.  However, the homeowner continues to refuse to
  submit any samples to allow such testing. 
  We continue to offer to test any sample(s) that are submitted
  to our offices per the terms of the warranty and will honor any claim that is
  caused by a manufacturing defect.  We
  would run a Fourier Transform Infrared spectroscopy (FTIR) test to verify that
  the formulation used in the manufacture of the part meets both industry and our
  standards, as well as review the sample under a video microscope to look for
  any abnormalities in the sample- none of which can be done in an on-site visit. 
  As an alternative, I have agreed to do a one-time goodwill
  gesture and customer accommodation of the number of pieces of siding and the
  corner post, no labor would be offered.  The
  homeowner has informed our data center that she would supply the list and was
  given my email address to send it to.  We
  will verify that the list is reasonable for the affected wall based on the
  pictures we have and will send out a settlement agreement and general release
  stating our official offer once we have the necessary information and have
  verified the numbers based on the pictures we have been provided by the
  homeowner. 
  

  ****** ** ******

  Manager, Technical Services & Warranty

  Business Response

  Date: 09/22/2023

  As stated earlier, the voucher has been mailed as promised.  There is nothing more that we can add at this time.  

  Customer Answer

  Date: 09/27/2023

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

  I HAVE RECEIVED PLYGEM VOUCHER AND I HAVE ORDERED THE MATERIALS FOR MY GARAGE

  IF PLYGEM SUPPLIES ABC STORE IN MOKENA, IL THE CORRECT MATERIALS TO DELIVER TO ME THEN ALL IS WELL,

  BUT IF PLYGEM FAILS. THERE WILL BE FURTHER ACTION.

• Initial Complaint

  Date:10/27/2022

  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 had vinyl side replaced on my house 2018 . in 2020 noticed severe chalking and fading.
  Reported to installer ****** ******* *** ****** and was repeatedly blown off fo over a yea ror more.
  Finally refered to manufacturer Ply Gem Siding. blown of by them for months. sent pictures and sample.
  said sample was fine the daid for fading but pic show otherwise.the whole house is faded.
  in 4 yrs it looks 50 yrs. the claim it normal wont replace or refund. $18000.00 installed either. I have save emails and text to confirm being blown off also.

  Business Response

  Date: 11/09/2022

  The
  applicable 2018 ****** **** ********* V.I.P. Limited Lifetime Warranty for
  Vinyl Siding states in the section "What does this warranty cover?"
  that "Limited Fade Warranty.  ****** **** ********* by Ply Gem also
  warrants to you that for a limited period specified below, the Products will
  not excessively fade.  'Excessive Fading' is more than 'normal fading'
  (see below) which is in excess of a Delta E of 4 Hunter units, as determined by
  ****** **** ********* by Ply Gem."
  

  In
  the section "What Will We Do?", under Limited Fade Warranty it states
  "We will repair, replace or refund the initial purchase and installation
  price of any portion of our siding that experiences excessive color fade after
  the installation of the siding, subject to our examination of a siding sample
  and you performing at least annually as preventative maintenance the
  cleaning.  Our obligations under this Warranty will in no event exceed the
  purchase price of the originally installed Products found to be defective and
  the cost of the labor involved in the original installation of such defective
  Products.  Any additional costs and expense beyond these amounts are your
  responsibility."

  In
  the section "What Doesn't This Warranty Cover?", it states "This
  Warranty does not cover:  normal weathering which is the damaging effects
  of sunlight and extremes of weather and atmosphere that may cause any colored
  surface to fade, chalk or become soiled or stained; exposure to the elements
  will cause gradual, uniform change over time; the degree to which normal
  weathering occurs will vary depending on air quality, the buildings location
  and other local conditions over which we have no control."

  
  Finally,
  in the section "These Definitions apply to the terms used:" it states
  "Excessive Color Fade means a change in the color of any siding in excess
  of a Delta E of four Hunter units, as determined by us, following the initial
  installation of the siding, provided that any uneven or abnormal fade
  distribution is not due to a buildup or accumulation of stains, dirt, mold,
  mildew, or any other deficiency caused by the lack of at least an annual
  preventative maintenance by the homeowner as such annual preventative
  maintenance is described in the ****** **** ********* by Ply Gem Installation
  Manual." 

  We
  received a sample from the home on 6/7/2022.  The sample was cleaned on one end per the ASTM Standard D6864 (ASTM Standard
  Specification for Color and Appearance Retention of Solid Colored Plastic Siding
  Products) using a solution of Clear Dish Soap let down in water (.05% by weight
  maximum).  The sample is then rinsed with
  clear water and allowed to thoroughly dry.  The sample is then read on our Hunter Lab ColorQuest XE Spherical Spectrophotometer,
  calibrated in accordance with ASTM-D3679 (ASTM Standard Specification for Rigid
  Poly Vinyl Chloride (PVC) Siding) and the result compared against the original
  color target for the color of the siding.  In this case, the resulting test result was a change in color of a Delta
  E of 1.59. 
  

  We
  also viewed the samples that were submitted for the claim and did not observe
  any uneven weathering as defined by the applicable warranty, which defines “Weathers
  Unevenly or Uneven Weathering, such as checker boarding, means uneven or non-uniform
  change in color of contiguous elements of siding under uniform, even and equal
  exposure to sunlight, natural radiation, rain, natural variations in temperature
  of other atmospheric conditions.”

  Since
  the result was less than the required movement of a Delta E of 4 and there were
  no observations of uneven weathering in the sample or pictures submitted, the claim
  was rightly denied for excessive fade under the terms and conditions of the
  applicable warranty.

  
  In
  our denial letter, we stated “If you feel the sample submitted and/or photo do
  not fairly represent the condition of your home please submit another sample
  for our consideration.  You may submit a
  sample under the above referenced claim number (*********) for up to twelve (12)
  months from the date of this letter (9/21/22).  After 12 months a new claim will need to be filed.” 

  Since
  this property is individually owned, the applicable 2018 warranty states “this
  Limited Lifetime Warranty lasts for the life of the property on which the Products
  were originally applied (‘Property’) for as long as you own the Property.”  And “****** **** ********* by Ply Gem
  excessive fade warranty will last as long as the ****** **** ********* by Ply
  Gem Limited Lifetime Warranty lasts...”; which results in the excessive fade
  being covered under those terms- with Excessive Fade being defined as a
  movement in color of a delta E of 4 or greater. 

  In
  the event that the sample and photos did not fairly represent the concern for
  the condition on the home, we would encourage these homeowners to submit an
  additional sample and/or samples and updated photos for reconsideration of the
  claim.  As noted above, this can be done
  prior to 9/21/23 without any additional paperwork necessary.  Simply write the claim number (*********) on
  the back of the sample(s) for proper identification and tracking purposes.

  
  If
  there are any additional questions, please contact our office at ************.  Thank you.

  
  ****** ** ******* ******* ********* ******** * ********* *** *** ****** ***** 

  Customer Answer

  Date: 11/10/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  
  ***** *********