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
- 341 total complaints in the last 3 years.
- 89 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/24/2024
Type: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.
Cornerstone Building Brands is the name I was given as the business who took over the Life Time Warranties for Cascade Windows. I called their number *************), followed all the prompts, went online and filed a request for warranty work. I received an acknowledgement email April 9 that someone would contact me within a couple days. It is now April 23 and I have heard nothing. There was no phone number to contact them nor was there any phone number listed on their web page. I would like to know if this company is real and if so, are they going to honor my warranty.Thank you.
Business Response
Date: 04/25/2024
Our customer service team spoke with the homeowner on 4/24/24 and is working to resolve the issue.Initial Complaint
Date:04/12/2024
Type: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 submitted a warranty claim in june 2023 on our windows that ***** installed. They have ordered the wrong parts twice. Its next to impossible to speak to someone as its always a recording. I have left numerous messages and no one calls back. This is the worst customer service i have ever dealt with.Business Response
Date: 04/22/2024
*****************,
We understand that the wrong parts were ordered on one occasion for your warranty claim in June of 2023. We understand wholeheartedly that this is frustrating for you, and we have, and continue to, appreciate your patience and understanding while we work through your request. We have received the correct parts for your warranty claim, and we look forward to completing the necessary rectification work for you on April 25, 2024. Should you have any questions or require assistance, please never hesitate to email us through ******************************************* or by calling us through *********************.
Thank you,
***** Doors & WindowsInitial Complaint
Date:04/03/2024
Type: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 townhouse installed windows from this business. The business declares that the windows have a warranty. I found that my window has been leaky during the rainy season for a couple of years. I would love to use the warranty to ask for a repair. My real estate company helped me file a ticket, and we got an acknowledgment from the business. However, there has been no update since then, and my window is still leaky.Business Response
Date: 04/09/2024
Site visit performed 4/5/2024. Based on pictures and the homeowner description of the issue, it is determined that this is an installation issue not a warranty issue. Water is coming in where drywall meets the window mainframe. The tech sealed the inside corners of the window from the outside with silicone per homeowner request.Initial Complaint
Date:04/01/2024
Type: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.
Regarding Cornerstone Plygem Window Warranty repair. On January 23, 2024 I submitted an online warranty claim form to Cornerstone Plygem Windows. The primary issue is two windows with clouding and dirt between the two glass panes due to failing seals. One of the two windows was repaired by an on site visit from a Plygem Repair Tech at my home. The Tech said that due to insurance reasons, they could not repair the second window because of the roof was too steep. The Tech said this is a common issue and that Plygem will schedule a local subcontractor to complete the repair. The Tech did leave me the new replacement glass unit for that window after climbing a ladder inside the house and confirming that the replacement glass measurements are correct. I sent an email to the warranty person who had reached out to me to schedule the initial repair outlining what transpired during the Plygem Tech visit. I have not received an email reply from Plygem or any other form of acknowledgement of my email communication that I sent after the Plygem Tech left after not completing the repairs. All I want is professional communication from Plygem. So now after two months since submitting the warranty claim online, Plygem has not completed the repair of the two failed window seals.Business Response
Date: 04/02/2024
We are currently working with ************** and the homeowner to resolve this issue and sent an update to the homeowner on 4/1/24.Customer Answer
Date: 04/02/2024
Better Business Bureau:
I did receive an email from Cornerstone as you describe. It does state that they are working on my window repair issue. To date, they have not offered a repair schedule. This remains an open issue until they contract with a window repair sub contractor. Really appreciate your help, I think your complaint posting is what triggered their response.
Sincerely,
*************************Initial Complaint
Date:03/22/2024
Type: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.
In November 2023 I requested warranty replacement of a 4' x 4' window via our local window dealer because the seal had failed and it had become fogged.Business Response
Date: 03/26/2024
We are unable to locate a warranty claim with the information provided. If you still have a pending claim, you can file on our website: *****************************************************Initial Complaint
Date:03/18/2024
Type: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 filed a warranty claim on faulty PlyGem windows. I was sent replacement but the replacement was the incorrect size. It was not realized by the installer that it was out to do the work until he had popped the old damaged window out. When he realized this problem, he tried to put the old window back in and it shattered, so I am now without glass in this window. The best we/I could do was put up some plastic. I called PlyGem/Cornerstone ASAP and was instructed to file a new claim and to call back and ask for it to be escalated since I am now in this predicament. I followed the instructions to the letter and was told my case was escalated, and I would receive a call within 24/48 hours. When I did not hear back from anybody as promised, I called back today, 3/15 and talked with ****; but this was after I called a few times before and somebody on the other end kept picking up my call and placing me on hold; the first few times, I thought there was a problem with the connection and then figured out it wasn't. **** was dismissive, combative and told me I should just go buy my own window because they would pick up my case when they pick it up; when I got upset, she hung up on me. I called back and asked to speak with somebody in charge and she refused and said everybody would be going home for the weekend in an hour and wouldn't even look at my case before next week. Completely unacceptable and uncalled for. I am sitting here with a broken out window; I can't afford as **** instructed to just go buy a new one. I don't even think I could find that size and materials to match my home for what is in stock. I NEED A WINDOW AND I NEED A WINDOW FAST. These windows were faulty to begin with AND when a warranty claim was filed, they should have quality checked the order before it went out. AND when they set expectations with me, they should have followed through. I have allergies; we have bad weather in the area and I am exposed to the elements through this window. And I need help now!Business Response
Date: 03/26/2024
Parts shipped 3/22. Followed up 3/25 with H/O to provide tracking number.Initial Complaint
Date:03/06/2024
Type: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 shatter and have been dealing with this company for over a year now and still do not have a replacement window. The first one they sent was not even close to the size we submitted and now they are saying another has shipped but it has not showed up. This is beyond ridiculous, we shouldnt have to call the company and ********** every week to make sure things are even moving on our claim.Business Response
Date: 03/07/2024
We are unable to locate a claim with the information provided. Please provide a claim number, street address, and complete phone number so we can try to locate the claim and provide further assistance.Initial Complaint
Date:03/06/2024
Type: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.
Hello, We filed claims on 4-18-2023, for our fifteen (15), defective windows, the seals failed and have fogged the glass between the panels. We received acknowledgements that the claims were filed correctly. We have followed up with our assigned agent ************************* over twenty times to get an update on the status of the replacements, either we have received no reply at all or we have received a message that ******* is out of the office. We understand that folks can be out for medical leave or many other reasons, but this is coming on one year now. We had a contractor ready to install the replacements last August but the product didn't arrive so we had to ask him to wait. We have jumped through every obstacle they have asked us to do, now we need them to do theirs. There are six claims, with several windows on each, we will gladly send documentation as you request. Can you please help us get the windows so we can complete this?Business Response
Date: 03/08/2024
******* has spoken with the homeowner. Case PG-******* has all replacements ordered as of 3/7/24. Homeowner confirmed all the parts were on the orders.Initial Complaint
Date:03/04/2024
Type: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 have been working with plygem/cornerstone for over a year in an attempt to fix a window in our home that initially delaminated due to manufacturer defect. The timeliness of response from the company is more than frustrating as the issue hasn't been resolved in over a year. The warranty work has resulted in 3 visits from a subcontractor with the initial 2 not having the correct window to replace. The third visit resulted with the window being replaced but with another window oyster visual defects. We were told to initiate another claim by the subcontractor and it has since been revoked due to the damage not being covered by plygems warranty. It has been over 2 weeks since the denied request and I have recieved no contact from my case agent since responding to the initial denial.Business Response
Date: 03/08/2024
As of 3/5/24, the claims manager has followed up with the homeowner letting them know the new glass is being ordered and a new service site visit will be set up to install.Initial Complaint
Date:02/22/2024
Type: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 bought a new home from Lennar in 2022 (***** model). From early on we had issues with the sliding door. About 6 months ago we noticed that the door lash could not engage as somehow the door was lower than the pocket on the frame. From that time on it became harder and harder to slide the door close. We contacted once again ****** who referred us to "Prime Widows" as the company responsable for the warranty. I have written emails, filed a claim and called on the phone with no response. ****** has offered to replace the the part if I am able to obtain it from the *** but nobody has gotten back to me. We just want the part sent to us so we can fix the door which at this point is not allowing us to have access to the back porch.Business Response
Date: 03/01/2024
Our team reached out via email 2/26 to escalate for processing.
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