Business Profile

Building Materials

Cornerstone Building Brands

Headquarters

Complaints

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

Customer Complaints Summary

340 total complaints in the last 3 years.
97 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/12/2025
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.
I am writing to bring to your attention a fraudulent account that has been opened in my name . I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the fraudulent account:Creditor Name: CORNERSTONE Opened Date: 2/16/2017 Account Number: *****************I kindly request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate it if you could provide confirmation of the account's closure and any relevant documentation related to the fraudulent activity.
Business Response
Date: 11/12/2025
Taishiera,

Thank you for contacting us. We would like to clarify that we are a building products manufacturer and have no connection to the account mentioned in your ********** appears this issue should be addressed to a different organization that has a similar name.

We are not associated with the account details provided and are not involved in any credit or financial services. We suggest reaching out to the relevant financial institution or credit bureau to resolve this matter.

Thank you.
Cornerstone Building Brands
Initial Complaint
Date:10/31/2025
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.
On September 2, 2025, I submitted a warranty claim to Cornerstone Brands for a cracked window. This claim was made within the warranty period, which expired on September 24, 2025. The crack clearly originated from the frame with no visible point of impact, indicating a manufacturing defect rather than damage caused by use.Despite submitting my claim on time, Cornerstone Brands did not respond until October 30, 2025, over seven weeks later. Their response stated that my claim was outside the warranty period, which is incorrect based on my original submission date. When I provided proof of the submission date, they then changed their reasoning, claiming that glass is not covered under the warranty.When my home was built, I received documentation outlining warranty coverage, which specifically included windows for one year. It appears the company is refusing to honor its warranty obligations by offering multiple, inconsistent excuses rather than resolving the issue in good faith.I am requesting that Cornerstone Brands honor the valid warranty claim and repair or replace the defective window as originally covered.
Business Response
Date: 11/12/2025
Mr.*****,

Thank you for bringing this matter to our attention. To resolve the issue, and as a one-time courtesy, we are providing you with a replacement glass. You will receive the order details today, which will include all the necessary information. If you have any further questions or concerns, please do not hesitate to contact us.

Thank you.
Cornerstone Building Brands
Customer Answer
Date: 11/13/2025

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:10/30/2025
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 submitted a warranty claim with Cornerstone Building Brands in August, ref # ************ but they have not returned any email since August 18th. I just want them to contact me so I can get the issue with my windows replaced, but they are refusing to contact me.
Business Response
Date: 11/06/2025
Mr.*******,

Thank you for bringing this issue to our attention, and we apologize for the lack of communication you experienced.

After reviewing your case, we have arranged for the necessary materials to be shipped on November 10. As a one-time courtesy, we will also be waiving the shipping fee.

If you have any additional questions, please feel free to reach out to us.

Thank you.
Cornerstone Building Brands
Initial Complaint
Date:10/13/2025
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 am filing a claim for a faulty window panel on my home containing Ply Gem Windows. The warranty states clearly that "Ply Gem Windows will, at no cost to you, provide the components needed...".I filed the claim at the end of July. Eventually emailed and called them in Sept to check status. Received an email on 9/21/25 stating that my claim has been approved and once I paid a $60 shipping and handling charge they would release the order for production. I began questioning the S/H charge as the warranty clearly states "no cost to you", there is absolutely no reference in the original warranty that S/H are not included and other neighbors in the past did not have to pay any type of S/H charges. Each email response from them ignores the warranty verbage and just references their original email stating the S/H charges. My continued immediate response is to ask them to reference the original warranty which states no charges.They have a 30 day guarantee on the claim and on the 20th of this month that claim will no longer be valid and I will have to file again (with another 8-12 week processing time). Their responses to each of my emails has taken at least 1 week, thus delaying the claim.I am hoping that by bringing this to the attention of management, these new S/H charges will not be instituted and they will comply with the original warranty now and in the future should any other window panel in my home have a problem.
Business Response
Date: 10/24/2025
Ms.******,

Thank you for reaching out and sharing your concerns. After reviewing your case, we will be ordering the necessary materials, and as a one-time courtesy, we will be waiving the shipping fee.

Please dont hesitate to contact us if you have any further questions.

Thank you.
Cornerstone Building Brands
Initial Complaint
Date:10/09/2025
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.
I moved into a new home 12/2021. My Bedroom window has condensation in between the glass panes. 8-15-2025 I filled out an online service ticket and I've been calling Ply Gem for warranty work and no one gets back to me. When I call I am told ther are too busy and will get back to me.
Business Response
Date: 10/21/2025
******,

Thank you for bringing this matter to our attention, and we apologize for the lack of communication you experienced. Your case has been assigned to a warranty claims representative, who has already reached out to you to address your concerns.They will assist in obtaining the final materials needed to resolve the issue promptly.

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: 10/22/2025

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,

****** Del ****-*******
Initial Complaint
Date:10/09/2025
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.
We would like to reopen our case which has code: ********. This is an update on the case: 1. The first piece of glass for the door that was sent to us was the wrong thickness.2. The second piece of glass is defective. Ther do you think its black paint black paint I put black marks on the white grids which cannot be cleaned because theyre between the pieces of glass. 3. Hardware was not included in the shipment (new tracks and wheels) consequently, the door is not operational and cannot open or be closed.4. We were told by ******* they no longer had the hardware to replace the crank out windows but if we purchase them, they would reimburse us.This is unacceptable as the w.arranty states replace and or repair.5. An estimate from island innovations to replace the kitchen windows and use the working hardware in the broken windows upstairs is attached as a pdf.6. Thank you for your help and thank you to Island Innovations for their help and patience for dealing with this issue. Hopefully this can be resolved in a timely manner.
Business Response
Date: 10/21/2025
Mr.*******,

Thank you for your patience. We sincerely apologize for the repeated inconvenience this has caused. Our warranty claims representative is currently proceeding with the additional materials and services needed to resolve your case.

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: 10/24/2025

Complaint: 23992475

I am rejecting this response because: We have received communication from Cornerstone and their warranty specialist. It appears that they are responding to the warranty claim, however because of the time required for the parts to ship, it will be a few weeks to see what will be delivered. Im hopeful for resolution, but it will probably be 3 to 4 weeks before action is taken.

Sincerely,

***** *******
Business Response
Date: 11/06/2025
Mr.*******,

Thank you for reaching out and sharing your concerns. The delivery is expected by November 12, however deliveries to ****** can sometimes be delayed, so I recommend keeping that in mind.

We are providing the service to replace the glass, and it is shipping directly to the vendor, Island Renovations. They will coordinate with you to schedule the service once the glass arrives.

If you have any further questions or need additional assistance, please dont hesitate to reach out.

Thank you.
Cornerstone Building Brands
Customer Answer
Date: 11/10/2025

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:10/08/2025
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.
On September 08, 2025 I submitted a warranty service request for my ******** Premium Picture Window. And they promised to resolve any issues I have experienced. See attached file.Unfortunately, the real situation demonstrates the complete unethical nature of this company's business conduct:1. Despite my numerous requests for an update on the status of my case, NO ONE has contacted me for a whole month.2. There is no option to check the status of a case on the company's website.3. The company still hasn't provided me with any real proof that they sold me the window with the 1" insulated glass unit, but not the .4. There was no written warranty provided at the point of sale (**********). And I still did not get the warranty document with the title "******** Premium Windows **************** Warranty. And this is a real violation of *** rules: "... Warrantors must provide warranty materials to their retailers."5. They still did not present the proof that the ******** Premium series/collection of windows is listed in the ******** 5500 series/collection warranty.6. More importantly, during the registration process of my window, I was asked to select the type/collection of my window among available options that included both ******** 5500 Windows and ******** Premium Windows. And of course, I selected my window type. And, what is more important, the system accepted the Premium window type. Files titled "Registration Confirmation" were presented to you many times. However, neither ******** nor a third party (Ply Gem CRM and Cornerstone Building Brands) have explained this discrepancy.P.S. The amount I am disputing with the company (see below) includes the cost of installing a new large heavy window in the event the company refuses to replace the window.
Business Response
Date: 10/17/2025
Mr. ********************* you for reaching out with your concerns. We appreciate your patience and would like to provide clarification on each of your questions:

Regarding the delay in case updates:
We sincerely apologize for the lack of communication over the past month. While confirmation notices are sent upon receipt of your claim, our response times have been longer than usual due to a higher volume of inquiries. As of October 9, 2025 your case has been assigned to claims representative **** *., who did contact you on that date. We appreciate your understanding.

Checking case status online:
Currently, our website does not have a feature to directly check the status of a claim.

Proof of window specifications:
Your claims representative is qualified to review your order and address any concerns regarding discrepancies. We plan to send a field service technician to your home to evaluate your window against the engineering drawings, which detail the differences between the 1" insulated glass unit and the unit.

Warranty documentation at the point of sale:
******** Premium is a private-label product sold exclusively through **************. The product is supported by our 5500 series warranty. Any warranty materials related to the ******** Premium label are managed through ***************

Warranty coverage for the ******** Premium series:
We can provide you with a letter confirming that the ******** Premium windows sold through ************** are covered under the 5500 series warranty.

Registration process and product classification:
During registration, you selected the Premium window option, and the system accepted this selection. Your registration confirmation documents this. The registration process allows for private labels to be registered under the appropriate warranty, which we are aware of and have contracted with **************. Rest assured, your windows are covered by the 5500 series warranty.

We are committed to resolving your concerns and ensuring your claim is properly addressed. Please feel free to reach out if you have any further questions.

Thank you.
Cornerstone Building Brands
Customer Answer
Date: 10/23/2025

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:10/01/2025
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.
Purchase windows and a sliding door for my Home back in December 2024 recently one of the Glass on the sliding door completely shattered unprovokedI have submitted a claim with the warranty Ive also worked with the direct installer here locally which is window world and I was directed to a warranty claim online so that you further review my request this was submitted on 923 I have yet to hear back from anybody to further discuss
Business Response
Date: 10/10/2025
Ms. ******************** you for bringing your concerns to our attention. Our customer support team has contacted you, and we understand you're working with them to provide the warranty label from your windows so we can move forward with your claim.

If you have any further questions or need additional assistance, please dont hesitate to reach out.

Thank you.
Cornerstone Building Brands
Customer Answer
Date: 10/16/2025

I have responded to
***** with updated photos. I received a automated message saying to reply to original thread which I did not respond yet

Complaint: 23956681

I am rejecting this response because:

Sincerely,

***** ******
Business Response
Date: 10/21/2025
Ms.******,

Our claims representative has left you a voicemail regarding your claim. The label you provided was unclear, and we were unable to determine the order number.They have requested that you retake the photo of the label and submit it to them so they can proceed with processing your claim.

If you have any further questions or need assistance in the meantime, please feel free to reach out.

Thank you.
Cornerstone Building Brands
Initial Complaint
Date:09/29/2025
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 purchased a new construction home on 6/20/2025 which had a 20 year warranty on the seals of the PlyGem windows. On 7/31/2025 I sent ****** a warranty repair request via their online form for 4 windows that had the seals broken. I followed all their directions for the claim. I was given a claim # PG-*******-R4W1X0 and told they would follow up with me. So far they have not responded even after 3 emails I have sent. I have been unable to find a customer service phone number nor an address for them I did try to call Cornerstone Building Products who owns ****** but their customer service number has technical difficulties. I have heard from MANY neighbors that their PlyGem window seals have broken as well. I see there are pending lawsuits as well. I was just quoted $9800 but a local window installer to replace these windows!
Business Response
Date: 10/10/2025
Mr.********,

Thank you for reaching out and giving us the opportunity to address your concerns. After reviewing your case, we ordered the necessary materials on October 6, 2025 and as a gesture of goodwill, we will also be waiving the shipping fee.

Please dont hesitate to contact us if you have any further questions.

Thank you.
Cornerstone Building Brands
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,

****** ***

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Cornerstone Building Brands is BBB Accredited.