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

  
• 

  Silver Line Building Products LLC

  1 Silverline Dr North Brunswick, NJ 08902-3397

• 

  Ply Gem Pacific Windows Corporation

  5001 D St NW Auburn, WA 98001-2415

• 

  Mitten Siding & Accessories

  70 Curtis Ave N Paris, ON N3L 3T2

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:09/08/2025

  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:09/03/2025

  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,
  
  ***** & ***** *****

• Initial Complaint

  Date:08/14/2025

  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 purchased ******** Windows for our entire house through a promotion by ********** in 2004. Up till now we have been satisfied with the windows. At the time of purchase we were told that the windows had a life time warranty. In July of 2025 we submitted a claim online for our front window which is now damaged due to seal pack failure. The manufacturer has advised us the they cannot process the claim because we need a photo of the bar code on the window. Truthfully I have never seen this sticker with a bar code on the windows. The only sticker that is on the windows is a sticker from **** Certification program.. So now this so called "lifetime warranty" does not exist if one does not have that bar code. In spite of sending them all the contract information of the windows, proof of purchase, payment and labor and details of the window that appear on the contract. I'm am truly frustrated about this. If this label was so important, they should have engraved it on the windows. The other stickers that came with the windows are there. This is truly a scam to take advantage of people. This company should be more transparent. The windows are theirs, why cant' they own up to that. The sticker from **** states clearly that the window manufacturer is ********. On top of that, they won't pay shipping, installation or labor. I can't pay for this window. I live on SS income only. This is so unfair. I bought these windows when my husband and I were working because of the warranty. I hope you can help.

  

  Business Response

  Date: 08/20/2025

  Ms.*******,
  
  Thank you for reaching out and sharing your concerns. Our customer support team has sent you an email requesting a photo of the label for verification. Could you please check your email inbox, including your spam or junk folders, for this message? We also recommend checking other windows in your home, as the warranty label may be located on a different window.
  
  If you haven't received the email or need further assistance, please dont hesitate to contact us.
  
  Thank you.
  Cornerstone Building Brands

  Customer Answer

  Date: 08/26/2025

   
  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:08/14/2025

  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.

  We had a window fail on our second home which is 348 round trip miles from our primary home. We have made 7 trips and taken at least 7 days off work to meet installer of the new window. We have never canceled on them and have been there every time an appointment was set. Each time there is some reason why they can't install new window, the window was made incorrectly with crooked grids, the window was not the right thickness, they can't find the window in the warehouse etc. We have been at the location each time and they either show up onsite, I believe five times, and can't do it or we get a call that morning they can't come because window can'y be located. The last time they came they stated they couldn't safely do it off ladders and needed scaffolding. At least three other times the installers got up on ladders to start the install before they discovered problems with the window. One set of installer had the window ready to pull when the discovered the new window was the wrong thickness.The company is now saying they can't do it and offered me $271 buy off and I could hire a local company to replace the window. I told them that is unacceptable then they just came back saying they would drop the window off to a window company and we can pay them to install it.This has been going on before COVID I have traveled 2436 miles for these appointments spent almost $600 in gas and have taken 7 days off work I am into this for almost $6000.Again we have shown up for every appointment the day and time arranged and have never canceled.This is one of the largest building supply companies and they can't seem to get it right and it's now our problem to make it ******** you can see we need your help.

  

  Business Response

  Date: 08/25/2025

  Mr.*****,
  
  Thank you for bringing this to our attention. We want to assure you that our technicians are reaching out to you to coordinate a convenient time for the service appointment and complete the necessary repairs.
  
  We appreciate your patience and if you have any further questions or need additional assistance, please don't hesitate to contact us.
  
  Thank you.
  Cornerstone Building Brands

  Customer Answer

  Date: 08/26/2025

   
  Complaint: 23743353
  

  I am NOT rejecting this response.  

  An appointment has been set for 9/12 to do the repair.  

  At this point I cannot say we can resolve the case after 6 failed attempts to get the work done.

  Sincerely,
  
  **** *****

  

  Business Response

  Date: 08/28/2025

  Mr.*****,
  
  We understand that this resolution has been accepted, as a service visit has been scheduled.
  
  Please feel free to reach out to us if you have any further questions or concerns.
  
  Thank you.
  Cornerstone Building Brands

• Initial Complaint

  Date:08/12/2025

  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.

  The window panel at my house is broken and it is still under the 5 year warranty, the supplier (ply gem) agreed to replace it under its warranty but the labour portion is not covered. I agreed to pay for the labour fee but they demanded the full payment to be made before they would schedule the appointment to do the work. I feel this is a very unreasonable and uncommon request within the service industry especially construction, if there is material involved I have no problem paying a deposit or even in full amount to cover the upfront cost, but in this case it is just labour and I have never had any service call in the past that would required full payment to be made before any work is completed. Ply Gem is refusing to replace my window panel right now which is still under warranty until I agree to pay in full first.

  

  Business Response

  Date: 08/21/2025

  Mr. ***,
  
  Thank you for bringing your concern to our attention. We appreciate the opportunity weve had to speak with you directly and work toward a resolution. Its our understanding that **** come to an amicable agreement, and we look forward to continuing to serve you.
  
  Should you need anything further, please dont hesitate to connect with our Calgary branch.

  Thank you.
  Cornerstone Building Brands

  Customer Answer

  Date: 08/25/2025

   
  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:08/07/2025

  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 am writing to formally notify you of defective windows installed in my home. The windows in question are manufactured by your company and were installed by the original developer during initial home construction. The property was purchased new in February 21 from **** Homes. Currently my patio sliding window has massive condensation between both panes of glass.I have been informed by your representatives that the defective parts are covered under your manufacturers warranty. However, I was also told that labor is not covered despite the fact that I, as the homeowner, never signed or received any direct contract with your company, nor was I made aware of a labor exclusion at the time of purchase.Under applicable state law, consumer protection statutes, and ********-**** Warranty Act of 1975 I am entitled to receive the full benefit of the manufacturers warranty that accompanies a product regardless of whether I am the original purchaser of the windows, as the warranty runs with the product and not solely with the installer.I am formally requesting the following:1. Written confirmation of the parts covered under your current warranty;2. Labor coverage or assistance, either through your authorized service providers or as a goodwill remedy;3. A full report outlining the warrantys terms, exclusions, and coverage as they apply to my situation.If labor is not covered by your standard warranty policy, I request you consider resolving this matter in good faith by offering labor support, cost sharing, or providing a certified technician at reduced cost especially as no opportunity was given for me to negotiate terms prior to purchase or to decline this warranty. Shipping has been offered to be covered but not Labor. Should this issue not be resolved cooperatively, I reserve the right to pursue further remedies under state construction defect statutes and consumer protection laws.Sincerely,******* **********

  

  Business Response

  Date: 08/19/2025

  Mr.**********,
  
  Thank you for reaching out and giving us the opportunity to address your concerns. As a one-time courtesy, we will proceed with ordering the replacement glass and will also send a technician to replace the sliding glass panels at a scheduled time.
  
  If you have any further questions or need additional assistance, please dont hesitate to contact us.
  
  Thank you.
  Cornerstone Building Brands

  Customer Answer

  Date: 08/19/2025

   
  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.

  Will this new slider have the standard 1 year warranty for labor cost?
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:08/06/2025

  Type:Delivery 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 ordered twelve (12) Eastern Architectural Systems impact windows through American Made Windows of *************** on 07 October 2024 and paid a deposit of $7576.50. I was told that the estimated ship date for my new windows would be the first week of January 2025 (+/-12 weeks). It has now been 10 months (+ 40 weeks) since the windows were ordered. The estimated delivery date has shifted eight times and they have still not manufactured and shipped the windows. The excuses that we have been given through the install company for the delays have ranged from company was bought by larger company, workmen are on strike due to not being allowed to wear shorts to quality control issues with the glass. My impact windows are being purchased through the My Safe Florida Home Program which has a twelve-month timeline so I do not have the luxury of waiting over a year for my windows to be manufactured. I have been in communication with the install company who continues to tell me that the ship date has once again been delayed. I sent multiple emails to Eastern Architectural asking for assistance or a better explanation of why it was taking over ten months to receive my windows with no response.

  

  Business Response

  Date: 08/20/2025

  Mr.*****,
  
  Thank you for reaching out. We want to clarify that at Eastern Architectural Systems (EAS), an order is only considered valid once we receive the required deposit from the dealer of record.
  
  For your project, order V2RMY2 became official when American Made Windows submitted the deposit to us on June 24, 2025. We then manufactured and delivered your order on August 14, 2025, which aligns with our typical lead time of about six weeks.
  
  Any earlier dates or expectations you may have been told were provided by the dealer before the order was officially placed in our system. Once the deposit was received, we proceeded with manufacturing and delivery according to our schedule.
  
  Please note that we communicate with homeowners through the dealer, as they are our primary point of contact. We have asked American Made Windows to continue working with you directly to address any remaining questions or concerns.
  
  Thank you for your understanding.
  
  Cornerstone Building Brands