Complaints

This profile includes complaints for Cornerstone Building Brands's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Cornerstone Building Brands has 30 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Cornerstone Building Brands

  5115 New Bern Ave Raleigh, NC 27610

  
• 

  Cornerstone Building Brands

  5020 Weston Pkwy Ste 400 Cary, NC 27513-2322

  
• 

  Simonton Windows

  2019 E Monte Vista Ave Vacaville, CA 95688-3100

• 

  Silver Line Building Products LLC

  PO Box 6029 N Brunswick, NJ 08902-6029

• 

  Reed's Metals

  4020 SW 449 St Horseshoe Beach, FL 32648

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:09/25/2025

  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.

  My home built in 2015 by HomesByUs, all windows were supplied by *******. Recently, I noticed that one of the windows in our family room is leaking air. Upon inspection, the window was warped, and there is a visible gap inside the room.I contacted my builder, HomesByUs, who then reached out to *************************** on my behalf. Ply Gems response was that my windows are no longer under warranty due to their age, and I was advised to contact third-party companies for repair or replacement at my own expense. The explanation given was that their technical support team only provides assistance for the first two years after installation; after that, all cases are referred to third parties.According to ******** official website, the warranty coverage states:We take pride in the products we make and stand behind them with a comprehensive warranty.Products sold from December 1, 2014 Present Products sold from March 1, 2011 November 30, 2014 Products sold from Pre March 1, 2011Since my home was built in 2015, my windows are only 10 years old and, based on this official information, should still be under warranty. The statement on the website is directly contradictory to what I was told by Ply Gems customer service.I request that Ply Gem honor the warranty as stated on their website and provide repair or replacement of the affected window at no cost.The contradictory information on their website has caused confusion and is potentially misleading to customers.

  

  Business Response

  Date: 10/02/2025

  Mr. ***************** you for speaking with our Calgary branch manager regarding the coverage and term limits of Ply Gem Canada's warranty. As discussed, we look forward to our service technicians collaborating with you to resolve the issue you're facing.If we're unable to find a solution, our sales team will assist you in selecting a suitable replacement.
  
  If you have any further questions or need assistance, please feel free to contact us directly.
  
  Thank you.
  Cornerstone Building Brands

  Customer Answer

  Date: 10/02/2025

   
  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,
  
  ****** ***

• Initial Complaint

  Date:09/18/2025

  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.

  Little over a month ago I made a purchase of 8 boxes of vinyl siding, and out of those 8 their was 2 full boxes of siding that could not be used it was either ripped or had stains all over it, and it took it back to ********** and they told me to get in touch with them and I did, and let me tell you I ain't never in my life been treated so rudely one time I was left on hold for over a **** hour another time I was speaking with a lady an omg was she rude as ****, not to count twice that I was hung up on, the only thing I want is my two boxes of gray replaced that's all but that seems to be impossible well I tell ya they will replace it or I will contact the *** after this and the federal and state attorney general office one way or another it will get taken care of.

  

  Business Response

  Date: 09/26/2025

  Mr.*****,
  
  Thank you for reaching out and allowing us the opportunity to assist you. Our ****************** and Warranty Manager has confirmed that he has spoken with you, and you will be providing him with additional pictures of the siding. Since it's only two cartons, he also went over the process of issuing a voucher that you can take to ********** to pick up the necessary materials and complete your house project.
  
  Please dont hesitate to contact us if you have any further questions.
  
  Thank you.
  Cornerstone Building Brands

  Customer Answer

  Date: 09/29/2025

   
  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. yes I have spoken with him 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:09/15/2025

  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.

  New home build. Siding is bubbling and buckling. Cornerstone has offered to replace 35 squares of siding but ************************************************* a future build. They have refused to reimburse the cost to replace this new siding. The initial placement of siding this bubbling and buckling occurred. The sales representative was notified. They stated it's too cold, too hot, it's raining??? A siding contractor was hired for the installation. My contractor them removed and replaced again and the same thing happens. Cornerstone is stating it is not a product problem and refuses to send me a copy of the results of the siding we sent them. I appreciate they will replace the siding but who covers the cost for additional replacing the new siding. I have paid once already, and my contractor should not have to absorb this cost. The cost of $5250 is for replacing the new siding. This is my first home build at the age of 71 and it's the house I intend to pass thru my family. I may die before this issue ever gets resolved.

  

  Business Response

  Date: 09/23/2025

  Ms. *******,

  Thank you for sharing your concerns with us. Our customer support team has reached out to you, and we understand that you are coordinating with them to schedule a suitable time for an inspection.

  If you have any further questions or require additional assistance, please feel free to contact us.

  Thank you.
  Cornerstone Building Brands

  Customer Answer

  Date: 09/24/2025

   
  Complaint: 23886811
  
  I am rejecting this response because: until the inspection is completed. I have been contacted, and an appointment has been set for 9/30 for review of my siding. I am pleased to have this appointment but do not want to close out my complaint until I received the results of this inspection. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:09/15/2025

  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.

  Contacted Cornerstone Building Brands, Warranty Claims on 6/4/25, requesting replacement of a defective window, which carried a lifetime warranty from the original company Plygem, which was acquired by Cornerstone Building Brands. We have had two other defective windows, which were replaced by Cornerstone one in 2022 and the second in 2023. For the current request we were asked to provide photos of warranty stickers and the windows install invoice which we did. On 7/3/25 we were told that our warranty request was denied as the home is listed as a rental and rentals only have 10 years after the original purchase for coverage. As our home was not a rental and has been owner occupied since 2015, I asked them to provide what documentation they relied on as this was the basis for the denial, considering that two windows had previously been replaced and this was not previously an issue. No rental documentation was provided and on July 8 the warranty representative via email, said she and her team would review the claim again. On August 15, the representative asked me to provide the window dimensions, which I did. On 9/11/25 I was told that our warranty did not have "labor coverage" only "parts coverage" (which was not an issue for the the 2 previous window replacements). Also I would have to hire a 3rd party contractor to inspect/measure the window, provide an inspection report to send to Cornerstone after which they which they would order and ship the window to me. As previously stated, 2 other windows were replaced under warranty without issue and at zero cost. Cornerstone appears to be making up reasons to deny a valid warranty claim and trying to pass along the cost to the customer. I see that ********************** has a customer review rating of 1.12 out of 5 on the BBB webpage. If nothing comes of this complaint my next step will be to contact The ****************************.

  

  Business Response

  Date: 09/26/2025

  Mr. *********************** you for reaching out and providing detailed information about your warranty claim. Our records show that the windows were installed in 2011, and the property was sold in 2015. The labor was offered as a one-time courtesy for the initial claim that was submitted.
  
  ******,our claims representative, mentioned that you intended to provide her with the glass information but has not yet received it from you. She will follow up again to obtain the necessary details so we can move forward with ordering the glass and arranging its shipment to you.
  
  We look forward to hearing from you soon.
  
  Thank you.
  Cornerstone Building Brands

• Initial Complaint

  Date:09/08/2025

  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.

  I had the siding on my home installed in 2018 by Home improvement Gallery located in *****************, ** (**************************************). Now the siding is bubbling up on my house in one spot and needs to be replaced. I need the the siding company to honor the warranty and pay for someone to rip out and replace the parts that are bubbling. The siding is Vinyl Siding Product color - Scottish Thistle Style - wood grain Installation date - 9/15/18 surface beneath siding - foam insulation

  

  Business Response

  Date: 09/10/2025

  Mr.*****,

  Thank you for contacting us and sharing your concerns. We were not able to locate a claim in our system using the name or address provided. Usually, the first step is for you to submit a claim, which we will review to check for any manufacturing defects and determine if it qualifies under the Limited Lifetime Homeowner Warranty. You can submit your claim online or call us at ************ to request a claim packet and instructions by mail.
  
  If you have any questions, please do not hesitate to reach out.
  
  Thank you.
  Cornerstone Building Brands

  Customer Answer

  Date: 09/11/2025

   
  Complaint: 23845480
  
  I emailed the claim to ***************************************************************

  Sincerely,
  
  **** *****

  

  Business Response

  Date: 09/12/2025

  Mr.*****,
  
  Thank you for following up on your warranty claim. Weve checked our inbox and werent able to find any record of receiving an email from you. If you have a copy of the email, please forward it directly to ******************************************************************************,and she will be happy to assist you. You can also call ************ to request a claim packet to be sent to your home, which will include all the information needed to move your claim forward.
  
  If you have any further questions in the meantime, please feel free to reach out.
  
  Thank you,
  Cornerstone Building Brands

  Customer Answer

  Date: 09/15/2025

   
  Complaint: 23845480
  
  I will send it to that email address.
  
  
  **** *****

• Initial Complaint

  Date:09/05/2025

  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.

  Window trim does not come in contact with glass in the corners of 9 windows.The other 4 windows the trim is good in all corners and will not let in dirt, pine needles, sand, pollin, water, insects and other conditions from nature. I have contacted a man named ***** at cascade windows phone **********. He has told me he will not replace the factory defective windows and can not explain why I have four perfectly trimmed windows and nine defective windows from the factory in **********. He would not say if the problem is from poor quality control at factory or if it is a bad design in engineering. Cascade sent out a repair technician that could not rectify the trim problem and fix the gaps between trim and glass. Trim is not only for the finished look on windows and doors but to keep debris out. I have installed a lot of windows as a ********* and have never see this problem before. I am retired now an had a siding and window company install them.

  

  Business Response

  Date: 09/15/2025

  Mr. ****************** you for bringing your concerns to our attention. A member of our customer support team has contacted you and we have ordered the materials needed to repair your windows and assigned a technician to handle the work.
  
  If you have any further questions or need additional assistance, please do not hesitate to reach out to us directly.
  
  Thank you.
  Cornerstone Building Brands

• Initial Complaint

  Date:09/03/2025

  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.

  Filled out warranty for defective Silverline windows for leaking seal between ******** follow up from them other than providing me a case number. No response from company after multiple follow *** by me.PG-3170050-N7R0J6 Is my case number Maybe they will respond to the bbb

  

  Business Response

  Date: 09/15/2025

  Mr.*****,
  
  Thank you for bringing your concerns to our attention. Your warranty request has been successfully processed, and your replacement parts will be shipped shortly. Your case number is PG-*******, and the new order number is ********. Please allow up to 4 weeks for delivery.
  
  If you have any questions or need further assistance, please do not hesitate to contact us directly.
  
  Thank you.
  Cornerstone Building Brands

  Customer Answer

  Date: 09/15/2025

   
  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,
  
  ****** *****

• Initial Complaint

  Date:08/27/2025

  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.

  May 20, 2025 contractor sent by company arrived at my home but was unable to complete job due to lack of materials. July 7, 2025 sent email to business requesting follow up information re:warranty work not completed, company *******. No response. Sent another email July 21, 2025. Again no response.

  

  Business Response

  Date: 08/29/2025

  Ms. ****,

  Thank you for bringing this matter to our attention, and we apologize for the lack of communication you experienced. Your final materials have been ordered for the technician's return visit. We have sent you an update directly, and the parts are expected to arrive by September 8th. Once they arrive, the technician will schedule your appointment.
  
  If you have any questions or need further assistance,please dont hesitate to reach out.
  
  Thank you,
  Cornerstone Building Brands

  Customer Answer

  Date: 09/02/2025

   
  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,
  
  **** ****

• Initial Complaint

  Date:08/20/2025

  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.

  My wife and I purchased our home in 2005, and over the past 20 years, I have submitted several warranty requests for our ******** windows. Aside from various hardware failures (balances, pivot lock shoes and bars) and frayed screens, the manufacturer (Ply Gem) replaced four windows with failed seals; condensation and/or discoloration formed between the glass panes. Each request was approved by Ply Gem and the windows replaced at zero cost to us, including shipping at no charge. Two of the windows replaced were from the large picture window in our family room.Earlier this year, a seal failed in another section of the large picture window; a cloudy haze developed between the glass panes. I submitted a warranty request on June 2nd, and after a full month had passed, I received an email saying the request was denied as the warranty only covered vinyl windows (or something to that effect). I resubmitted the request on July 17th explaining the request was denied in error, and after another month had passed, I received an email on August 16th indicating the request was actually denied because the vinyl itself was not broken, and that glass issues are not covered.The latest denial reason is completely different from the denial reason received two months ago. The seal obviously failed, and saying a glass issue isnt covered is ludicrous. As noted above, several of our other windows with a glass issue have been replaced under warranty without issue and at zero cost.I have come to learn that Ply Gem was acquired by NCI Building Systems in 2018, which is now called Cornerstone Building Brands. This new company is clearly dragging their feet and giving me the runaround. If nothing comes of this BBB complaint, then my next step will be to notify the PA Attorney General. I appreciate any help you can provide.

  

  Business Response

  Date: 08/26/2025

  Mr. ********************** you for bringing this matter to our attention. Our customer support team has been in contact with you, and the replacement glass is currently being ordered.They will follow up soon with an estimated delivery date.
  
  We sincerely apologize for any inconvenience this may have caused. Please feel free to reach out to us if you have any further questions or concerns.
  
  Thank you.
  Cornerstone Building Brands

  Customer Answer

  Date: 08/28/2025

   
  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,
  
  ***** ********

• Initial Complaint

  Date:08/20/2025

  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.

  Warranty Claim of proof of broken seals, which led to opaqueness and resulted in a loss of transparency in one picture window, 4 single-hung windows on the first floor, and at least 2, if not 3, of the upstairs single-hung windows in my home, built in 2020 & 2021. We noticed the first cracked seal on a picture window in 2023. We called our builder, who told us to contact ************************* which we did in early 2025. The first **************** Representative we spoke to was female, and she was extremely informative. She told me to take pictures of the stickers on as many of the broken sealed windows as I could get to and if I could not get to the actual sticker (for instance on the picture window which does not open) then to label the picture for reference only. She said that with that Sales #, Ply Gem could see our building plans and would send the correct size panes. She said that I would not be charged for shipping and that they would help me find a Pro to do the installation. She said, I will receive an automatic email reply upon submission, but I need to check the status of my claim every week in case I miss the email sent when my warranty order has been processed. She warned me that when a broken pane arrives, email immediately and include a picture of the received broken pane. On Friday, July 11th, 2025, my claim was given CORNERSTONE BUILDING BRANDS CASE ID: *****************. I supplemented my warranty submission twice on Tuesday, July 15th, 2025, so as to include an inside view of each broken sealed window, an outside view, a sticker if accessible, and, if multiple-paned, a picture of the grouped windows. My first email was for the warranty windows upstairs. The second email was for the warranty windows in on the first floor. I called on July 15th to verify Ply Gems receipt of all of the pictures to substantiate our Warranty Claim. I did not hang up until he promised me receipt of all of our supplemental proof of the broken seals,

  

  Business Response

  Date: 08/29/2025

  *** and Mrs. ******************* you for bringing this matter to our attention. Our customer support team has been in contact with you, and we understand that you are working directly with them to resolve the problems you are experiencing with your windows.
  
  If you have any further questions or need additional assistance, please do not hesitate to reach out.
  
  Thank you.
  Cornerstone Building Brands

  Customer Answer

  Date: 09/02/2025

   
  Complaint: 23770133
  
  I am rejecting this response because:

  I can see from other people who have filed BBB complaints that Ply Gem Windows d/b/a/ Cornerstone Aperture Solution has waived shipping costs in the past. Ply Gem's Warranty says that the consumer is responsible for paying the labor of the replacement, but I could not find in the warranty that I had to pay for shipping.  Plus, the Ply Gem customer service person warned me that when a broken pane arrives, email immediately and include a picture of the received broken pane."  I fear I might have to keep paying shipping if I do so the first time, because everyone has warned us that this process is going to take a few shipments because of breakage.   
  How are we to know if what Ply Gem Windows d/b/a/ Cornerstone Aperture Solution offers will even fix the problem?  They offered 2 Bottom sashes,
  6 top glass panes with glazing bead, and 1 picture window glass pane with glazing bead.
  
  
  

  
  Sincerely,
  
  ***** & ***** *****

  

  Business Response

  Date: 09/03/2025

  *** and Mrs. ******************* thorough consideration and as a one-time courtesy, we will waive the shipping fee for your order. Please note that, since we ship glass items via third-party carriers like *****, there is a possibility that items could occasionally be damaged during transit. If you receive anything broken or damaged, kindly let us know right away so we can arrange for a reorder.
  
  If you have any further questions in the meantime, please feel free to reach out.
  
  Thank you.
  Cornerstone Building Brands

  Customer Answer

  Date: 09/04/2025

   
  Complaint: 23770133
  
  I am rejecting this response because accepting it would close the complaint, and to do so at this point would be premature since the tracking info is not available.  Thank you, Cornerstone Building Brands for offering free shipping as a courtesy!
  
  Sincerely,
  
  ***** & ***** *****