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.

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• 

  Cornerstone Building Brands

  5115 New Bern Ave Raleigh, NC 27610

  
• 

  Simonton Windows

  2019 E Monte Vista Ave Vacaville, CA 95688-3100

• 

  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 Building Products & Robertson Building Systems

  5A - 225 Henry Str Brantford, ON N3S 7R4

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:02/19/2024

  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 built by home 10 years ago. My daughters window has broken causing the frame to rust and causing concern that window will eventually fail altogether. When we built the home, our building purchased Ply Gem window through 84 Lumber for installation. Since it's been 10 years, our windows are no longer under warranty, which we understand and don't take issue with. Through 84 Lumber we ordered a replacement window when we noticed our daughter's window was cracked in 2022. In 2023 84 Lumber received the replacement. We thought 12 months to get a replacement was a bit excessive but given the ***** supply chain issue everyone was experiencing, we let it go. That window was so poorly manufactured the supplier, 84 Lumber could not install it, so we ordered another one. That was over 1 year ago, and we have yet to receive our replacement window from Ply Gem, even though we have paid for the replacement window and agreed we are responsible for paying the cost of having it installed. We would just like our window shipped so we can replace the broken window before it completely fails. It is already an energy efficiency nightmare and an eyesore in our home.

  

  Business Response

  Date: 02/23/2024

  We contacted the homeowner who provided the label we needed to process the case. Order # ******* with a ship date of 03/01/2024 and estimated delivery by 3/11.

• Initial Complaint

  Date:01/26/2024

  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.

  I am the second owner of our home and on closing we were provided with a warranty for our windows from the stated company, Plygem. The warranty is for *********************************************************************** the warranty document. I have had 9 windows fail from this company as have over 100's of people in my neighborhood. Many of us have submitted warranty claims to have the windows replaced (we have to pay install, but they provide the new window piece). The first set of replacements I recieved no issue as did many others, now all of a sudden the company is trying to say the warranty does not apply to second owners despite what it says in their own document. I am just asking them to stand by their warranty and send the failed window pieces which I will bear the installation cost myself.

• Initial Complaint

  Date:12/20/2023

  Type:Customer Service 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 have had several window fail and become cloudy with an allowance of outside air to come through. I went through my paperwork for the house and found a lifetime warranty on the windows so I reached out to prime window systems via online ticket. After several months they sent out a technician who saw the failures and stated it is a manufacturer defect and will be covered under warranty. He measured the qty (5) windows and stated he would return to reinstall. Six months went by with multiple emails from myself to Prime windows, often no response. Finally an install date was set. The technician came and installed all but one large ************** due to the color being incorrect. It has been six more months and all responses have ceased by my case manager ************************* (****************************************** / ************************************************* I need the final window installed and at this time it has been 15 months since the original service request and at this time all communication has ceased.

  

  Business Response

  Date: 12/21/2023

  We do have an open claim for this. PG-2197486. We will reach out to the homeowner so we can get this last issue resolved. 

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21034090
  
  I am rejecting this response because:  

  *************************	10:52 AM (3 hours ago)
  tome

  Good morning *****,

  
  

  Can we reopen this complaint? No one has contacted me whatsoever regarding this.  

  
  

  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/26/2024

  Our team has reached out to the homeowner plus the scheduler to get this scheduled ASAP. Our team instructed the homeowner to notify us if they have not received a call from the scheduler by 1/26/24. 

• Initial Complaint

  Date:12/13/2023

  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.

  This regarding the lifetime warranty replacement of triple-pane windows from Ply Gem Residential Solutions, a Division of the Cornerstone Building Brands Family, As per Ply Gem's advertised lifetime warranty promise, I am entitled to receive, at no charge, repairs or replacements for components directly caused by defects in the product, leading to a significant impairment in operation and usage. I purchased a new house in 2011, where Ply Gem windows were initially installed, and I have been residing in the same house since then.In February 2011, upon moving into the new house, I observed condensed water around the lower corner of the windows. I sought assurance from the builder about the window condition, and I was informed that the windows were normal.Recently, in October 2023, I noticed haze marks inside two windows, indicating a potential leak. This situation aligns with the conditions specified in Ply Gem's lifetime warranty. Consequently, I submitted a warranty replacement request through the Ply Gem webpage. The local Ply Gem office in *********, where my house is located, acknowledged my request and confirmed a seal failure that required glass replacement.However, on October 23, 2023, I received a response stating that, due to the age of my windows (2010), Ply Gem did not offer a lifetime warranty at that time, and the glass was only covered for 10 years. I followed up on November 7, 2023, by contacting the Ply Gem US office claiming that warranty should come with product regardless location and received instructions on submitting warranty request through their webpage. But the webpage for the warranty request form does NOT allow me to enter a ******** address. Since then, I have exchanged emails with ***************************, a representative from Cornerstone Building Brands. I submitted emails on November 10th and 29th, seeking an update on the status of my warranty replacement request but have not received any response as of yet.

  

  Business Response

  Date: 12/13/2023

  We apologize for your inconvenience. You are trying to submit your request to our PlyGem warranty for the US. Please submit your warranty request to our ****** PlyGem team at *************************************************************;

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 21000122
  
  I am rejecting this response because: ******** site does not mention "lifetime warranty". Local office also denied an existence of the lifetime warranty. But I believe the warranty comes with the windows regardless location. This is why I contacted US office directly. I am asking for an action from US office to fulfill the promised lifetime warranty.
  
  Sincerely,
  
  *****-***************

• Initial Complaint

  Date:12/11/2023

  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 have Simonton windows installed in 2010 by the previous owner. Several of these windows have seal failures obscuring the view. When first contacted, the company replaced three of the operating panels. When I noted that I actually mistakenly forgot to include one, I was ignored for months by the customer service rep I had been working with. In an attempt to get this panel, I opened another claim. The new rep refused my claim indicating I was not the second owner and the previous rep had made a mistake. I sent the requested documentation to indicate that the windows were installed shortly before I bought the house and that I am the second owner. I have been ignored for a little over a month. Whats particularly exasperating is they wont even sell me the sash/operating panel and neither will the local Simonton vendors they list.

  

  Business Response

  Date: 12/19/2023

  These parts are not under warranty. Anything received was done as a customer accommodation. We will provide a quote to the homeowner. This is something that we just started offering to consumers.

   

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20985930
  
  I am currently rejecting this response because they havent contacted me regarding replacement. *** received messages saying that they will, but no resolution has been offered yet. Also, it was never established with me that I am out of warranty. I was asked to prove that I am second owner. I did that and was not replied too.  My primary complaint is the ghosting of ******* until I made this complaint. I will accept when the actual resolution is discussed. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My house was built in 2015. The house was installed with Ply Gem windows. The seals on the windows have become loose or broken. I have spoken to the company and they told me that they would guarantee the windows but I need the serial numbers on the window s. The serial numbers on all the windows in my house have been removed. They tell me that they need those numbers in order to get replacements. I have checked with Realstar builders.(They are the builder) I checked with 84 lumber. Theyre the ones that deliverd the windows. The telephone # for ply gem is **********.Your help and guidance would be appreciated.Thank you,*******************. **********

  

  Business Response

  Date: 12/11/2023

  The process to validate the warranty is to provide a white sticker that is applied to the window on the side/top/bottom of the operating portion of the window. It can also be found on the screens and frame of each window. 
  If a white label cannot be found, then an invoice is acceptable.   If 84 lumber has a PO that they provided to us, we can also locate order information this way. 

  We will reach out to see if we can assist the homeowner in locating this information.

   

   

   

   

   

• Initial Complaint

  Date:12/04/2023

  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.

  Ply-gem, a cornerstone com business, purchased Certainteed Windows and the associated warranty, which is lifetime. June 14 this year first contacted to file claim. Been calling to follow up several times since. Twice they have scheduled appointments and neither called or showed up. Very difficult to contact them. Their customer set is garbage. Since the last scheduled appointment they did not show for Ive heard nothing, even have written email *********************** with non response.

  

  Business Response

  Date: 12/12/2023

  We have the remaining materials on order to complete the service request. Currently the product has a manufacture date of 12/14, the assigned technician is booked out about 2-3 weeks for service. The claims lead has left the homeowner a voicemail with this update as well.

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20954363
  
  I am rejecting this response because: they have told me twice before that they were 'on their way' and never called or showed up. This is not resolved until the replacement window is installed.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 03/18/2024

   
  *********: ********
  
  

  From: ********************* <**********************>
  Date: Fri, Mar 15, 2024 at 1:27 PM
  Subject: Re: You have a New Message from BBB Serving Eastern North ********* ********* #********
  To: Better Business Bureau <*********************************>
  Cc: ********************* <**********************>
  

  
  
  

  Well, it's been several more months with this problem that you marked as 'resolved' This issue that has been ongoing not for nearly a year IS NOT RESOLVED! This is how this has been handled throughout. I want some resolution, not just some boiler plate response. You are not doing your job.

  
  

  Thanks,

  *******
  

  
  
  

  

  Business Response

  Date: 03/22/2024

  A service appointment was confirmed for 3/21/24 with the homeowner. Our team will check back after the appointment to confirm that everything was completed.

• Initial Complaint

  Date:11/28/2023

  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.

  On March 14, 2023 I signed a contract with ***** Windows and Doors to install 2 windows and 1 door. The windows were installed with no issues, the door on the other hand has been a nightmare to have completed. Based on my contract the installation should have been completed within ***** weeks, we are now at 36 weeks and still waiting for the brickmold to be completed. There has been multiple remeasures and today the installer came to finally complete the project and the brickmold is the wrong size. Over the last few months I have made multiple attempts for updates and get a date booked to continuously be met with the same response that ***** is waiting for the manufacturer to respond. Between my spouse and I we have taken 5 days off of work or rearranged our schedule to accommodate this company, there is a complete disregard for their consumers time and energy.At this point this is a misrepresentation of their contract and not what I agreed to whatsoever.

  

  Business Response

  Date: 03/26/2024

  All services are completed as per our system, we installed new brickmould and capping, installed a new door sweep, s**** plugs and provided and applied touch up paint.

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 20930066
  
  I am rejecting this response because: there is no acknowledgement or answer for the unacceptable time it took to complete the request.  Something that was supposed to be ***** weeks took 48 weeks to be completed. There was zero follow up from management.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/21/2023

  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.

  ***** windows sold and installed all windows in our house. Sales and installation people were professional. A mold issue in our bathroom opening casement windows started some time in 2022 and ***** sent a warranty tech to review the situation in early winter 2023. April 12 2023 ***** contacted me to state the manufacturer was unwilling to replace the windows and wanted to have me contact *****. I did and was assured a service tech would contact me and schedule an appointment to come make repairs. On October 8 2023 I sent ***** an email stating that I was still waiting for the service techs call and arrival. No response to that email as of November 21 2023

  

  Business Response

  Date: 03/26/2024

  Warranty request was denied, customer was notified on 04/13/2023 that the mould on their interior is due to an interior moisture issue and is not representative of seal failure. 

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 20900184
  
  I am rejecting this response because:
  There are four panes of glass in the bathroom, two fixed and two opening. One of the opening windows is really severely affected with mold, the second opening window is not quite as bad. The two fixed windows are not affected by mold. If the underlying issue is humidity how is the opening windows the only ones affected?  How is one opening window affected more severely than the other. The two opening windows are only approximately 160cm (5ft) apart with fixed panes in between. Surely the humidity cannot be localized to different levels in such a short distance keeping in mind the two fixed panes by in the middle are unaffected. Clearly the opening windows are suffering from a defect that must be addressed 
  Sincerely,
  
  *****************

  

  Business Response

  Date: 03/27/2024

  Thank you for providing us with the additional information. Your request has been provided to our ******************** and they will be reviewing your claim to determine if anything has changed since our last interaction and may present the option of a site inspection. A site inspection may be necessary to rule out any additional cause for the mould growth. We would like to add that humidity levels within the home are often the culprit for excessive condensation and subsequent mould growth as a result of the condensation. Vents, blinds and plants are also common contributors. Our ******************* will be in touch with you to go over your claim and discuss next steps. 

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 20900184
  
  I am rejecting this response because: I will wait for the service tech site visit and hopefully will get a satisfactory solution soon 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:11/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dec 21, 2022: Three exterior doors installed by ***** Doors and Windows. Significant draft noticed around all doors, wrong hardware was installed. I notified them within 24 hours of this.Mar 3, 2023: Service person came. Again came with wrong hardware, only able to replace 1/2 door handles. He confirmed need to fix drafty doors and another appointment is needed due to extensive work needed.July 21, 2023: Service scheduled to come. Appointment was cancelled last minute by ***** (previous appointment ran late), but crew still came, looked at the job and confirmed poor install, extensive work needed. This crew did not have the right hardware anyway, they wouldn't have been able to replace the remaining wrong door handle.July 28, 2023: Service supervisor came by, inspected all doors, confirmed poor install, said Service would follow up to book an appointment.Nov 13, 2023: Still no news, no appointment scheduled.Overall, ***** Doors and Windows has been terrible to work with. Very poor communicators, the service department often doesn't respond to phone calls and emails.

  

  Business Response

  Date: 11/30/2023

  *****,
  
  We'd like to formally apologize for the length of time it has taken to address your concerns. We understand that our team has been in contact with you to discuss timelines and a rectification plan to address the service-related issued with your entry doors. As all necessary parts and materials arrive at our facility, we will be in touch to schedule the appointment with you directly. 
  
  Our Field Supervisor, ******, will be onsite at your next appointment to ensure all items are completed to your satisfaction.
  
  Thank you,
  ***** Doors & Windows

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20862942
  
  Thank you for the response. Yes, I spoke with ***** who reviewed my case, said he will order all necessary parts, and then I will be contacted to schedule the repairs/reinstall. What's disappointing about this situation is that it confirms that for an entire year, the preparation necessary (i.e. ordering the right parts) to fix my doors hasn't been done.

  At this point, we are in the same position I've been in at 3 separate instances this past year: Someone confirms the work needs to be done, tells me parts/equipment will be ordered and someone will call me to schedule my repairs. Each of these instances has not resulted in my doors being fixed.

  I appreciate the response and I look forward to my doors being fixed. Because we have technically made no progress at this point, I will keep this complaint active until the doors are fixed.

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

  

  Business Response

  Date: 12/19/2023

  ***********************************,
  
  A member of our team connected with you on December 4 to provide an action plan and update on all the necessary parts and their expected ETA's to our facility. Once all parts are confirmed to be in our Whitby location, she will be touching base with you to schedule your service appointment. In light of the holidays, we may be looking at a January appointment; however, we will do everything in our power to get this scheduled as soon as remotely possible.
  
  Thank you,
  ***** Doors & Windows

  Customer Answer

  Date: 12/30/2023

   
  Complaint: 20862942
  
  I am rejecting this response because: Yes, thank you, I was contacted. Still waiting on appointment. Will continue to reject responses until the work is completed.
  
  *****************************************************************

  

  Business Response

  Date: 03/26/2024

  All outstanding work has been completed and the customers project is considered complete - no ********************.

  Customer Answer

  Date: 03/26/2024

   
  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.
  
  ******************************************************************