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

  5300 Briscoe Rd PO Box 1646 Parkersburg, WV 26105-8125

• 

  Simonton Windows

  2019 E Monte Vista Ave Vacaville, CA 95688-3100

• 

  Mitten Building Products & Robertson Building Systems

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

• 

  North Star Vinyl Windows and Doors

  40684 Talbot Line St Thomas, ON N5P 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:08/02/2023

  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.

  Twice I have filed a warranty claim with photos included about two sliding windows that have lost the seal between the panes of glass. I never received a responce either time. I call the business phone number and get disconnected as if my number is blocked. I'm the original owner of the home and windows. I was referred to Ply Gem by a local windows company Sound Glass of ********* **.

  

  Business Response

  Date: 08/08/2023

  We do have 2 cases that were submitted by *****************. This has been processed and assigned to a claims manager. We left a voicemail on 7/27/2023. We do have a backlog, but this will be processed as quickly as possible. Parts will be ordered, and we will get someone out to replace. 

  Thank you

• Initial Complaint

  Date:07/28/2023

  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.

  My complaint is with Ply Gem windows division and their warranty service. I first submitted a claim online March 28, 2023. I received two automated email responses, including a PLY GEM CASE ID: *****************. I called and left messages without a reply. I have talked with support representatives on April 17, June 9, June 14, and June 15. My claim has not been denied. Representatives say that my claim is in process. I have never been contacted by Ply Gem without my having to call them.I am trying to have them replace one dual-pane window which has a failed seal at an estimated cost of less than $500.My goal is getting the window replaced under warranty.In addition I have read many reviews of their warranty service, all them giving 1 of 5 stars. I would hope they would respond by improving their service.

  

  Business Response

  Date: 08/10/2023

  Wed have scheduled and serviced this window on 8/1. This is complete

   

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20389802
  
  I am rejecting this response because:
  The window in this complaint has not, in fact, been replaced. Ply Gem made a window for replacement, and a subcontractor contacted me to do the installation. When the subcontractor arrived with the replacement window, he measured and found that the replacement window was the wrong size. The subcontractor has returned the window to Ply Gem and is waiting for Ply Gem to make the replacement to the correct size.

  To reiterate: Ply Gem has never contacted me, and has only ever talked with me on the phone. They did not send someone to my house to properly measure the window. I am calling the subcontractor daily to find out if Ply Gem has responded to them. The subcontractor has been diligent and reliable in their service.

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

  

  Business Response

  Date: 08/14/2023

  We have reached out to the sub supplier that was at his home to determine the size of the glass that does need replaced. We will get this glass ordered and get the sub supplier back out to replace this. I have asked for this to be rushed so we can resolve this as quickly as possible.

  Thank you

   

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20389802
  
  I am rejecting this response because:

  The window has not yet been delivered or installed. The subcontractor/installer has called to let me know the window is scheduled to be delivered to them on Friday, August 18, 2023. They will then inspect it and call me on Monday to setup an installation date. I appreciate reading that Ply Gem has recorded a sense of urgency.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/25/2023

  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 agreed to honor a warranty on windows installed in our home by a company that no longer exists. In January '23 I contacted the company about the malfunction of the seals on the windows. They said they would cover the replacement. In February '23 I was assigned a case number. and informed that they were "currently experiencing unusually high volumes" and are "working diligently." In April my assigned case worker e-mailed that our request had been received and processed and to "please allow 2-3 weeks for the scheduler to reach out." Since April I have made numerous phone calls requesting an update and have been told that someone would get back to me "right away." They have told me that there is someone in our town who has been assigned the job but they have no contact information for him.

  

  Business Response

  Date: 01/05/2024

  We are working closely with the homeowner to resolve her complaint. 

• Initial Complaint

  Date:07/20/2023

  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 Case PG-******* REF:006480001946 Since October 24, 2022 I have not heard anything from PLYGEM (Cornerstone Building Blocks). *************** was to return to replace weather stripping he replaced with much thinner stripping which caused the doors to leak water into my home when it rains, on the two French patio doors I purchased. The tech states that he had ordered new hardware for both doors to replace the faulty hardware on both doors. All door panels were to be replaced due to majorly damaged or faulty construction. I turned down two sets of replacement panels due to *************** stating they would not accept if it was them. Tech then became argumentative with me and yelling why am I even worried about how they look if Im going to buy new ones anyways. The company then refused to replace anything saying I was reimbursed which I have all emails stating that *********************** new and agreed that doors would be replaced to my satisfaction and with a full refund. I only stated to them I mostly likely would get new doors if these werent fixed bi went months and months with doors not locking and putting my home and animals in jeopardy of easy intrusion because of the company. I received multiple sets of sliding screen doors when I purchased retractable screens because they are French doors and sliding screens wont work for them. I still have not received the correct screens. I was told to do whatever with them just get rid of them by the repair techs because they did not want them and couldnt do anything with them.

  

  Business Response

  Date: 07/25/2023

  Hello,
  This was an escalation late last year with our legal team. This homeowner received a refund from Depot on this issue. I have added detail from Home Depot.  We worked with ****************************

  Please see the requested information below:
  
  Date of Sale: 01/18/2022
  Date of Initial Install: Between 03/09/22 (date of delivery) to 04/26/22 (when claim was submitted)
  Date COC was signed: N/A
  Dates of any repairs: 08/04/2022 was the 1st visit 2nd visit 9/28/2022
  Dates of any replacements: Replacement materials supplied on each visit (above) h/o refused due to quality concerns
  Date of refund: 06/29/22 to **************** credit card per **** the COS.
  Date replacement parts were shipped: 07/27/22, 08/30/2022

  This issue is resolved when the homeowner received a refund yet we still provided parts to home depot. 

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20348958
  
  I am rejecting this response because:
  
  The parts mentioned that were shipped was MORE incorrect screens that would not work on the type of doors purchased. The hardware their tech stated he ordered, which I did not receive nor was brought back to be put on was the handles to both sets of doors and the locking mechanisms. The tech never returned to replace the weather stripping he tore out and installed thinner stripping which causes the doors to leak when it rains. I never received acceptable doors as I was told I would until I was satisfied. PLYGEM knew about the refund before I even received and still stated because of my troubles. My house not being able to be locked up because of their faulty doors they would still replace the doors until I was satisfied.

  I have numerous emails with ************************** stating I would get a refund and still have the doors replaced to my satisfaction  I also had phone conversations which he stated and also a phone call with his supervisor ********* who also agreed to the refund and still replacement of the doors  is there an email address I may forward the emails from *************************? So I can show the proof?

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

  Customer Answer

  Date: 07/25/2023

  Also to note. Not only do I have the emails with ************************* stating he knew of the refund and would still replace my doors. PLYGEM did not start stating they would not replace anything more or do anything else, until October 21, 2022, and making out as it was previously discussed, which it never was. I repeatedly asked for his supervisors phone number as I did not still have it and I never received a response back. Yet on October 21, 2022 ************************* also stated in email he was checking on the correct screens and would have them shipped right away. How and why would they be doing that if they had already told me I was voided for any further actions of replacement because I received refund months and months earlier that **** and ********** knew about the day I received the actual refund because I had an open discussion with both of them about the refund. I also told them I was to receive a gift card from ********** because of all the problems they caused and that PLYGEM caused and my house not being able to be secured for a year,  which I never received from ********** either. 

  Customer Answer

  Date: 07/31/2023

  How are you going to close this case when I specifically asked for information like an email so that I may send all my emails with PLYGEM where they agreed to replace everything to my satisfaction even with the refund?

  Customer Answer

  Date: 07/31/2023

  Who is your supervisor and contact info? I want to file a complaint against you. You purposely closed an account after I asked how to send the additional information I have from the company in email form. You did not answer or supply anything. PLYGEM did not supply any parts to *********** I was sent wrong parts and not all the parts I was told by their tech I would receive. PLYGEM is mad because I refused their second set of door panels because of poor quality and workmanship and they dont want to live up to their agreement. YOU ARE AUTOMATICALLY SIDING WITH THE COMPANY RATHER THAN DOING THE *** YOU ARE PAID TO DO and collect all information.  

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20348958
  
  I am rejecting this response because:  
  PLYGEM did not supply any parts to *********** I was sent wrong parts and not all the parts I was told by their tech I would receive. PLYGEM is mad because I refused their second set of door panels because of poor quality and workmanship and they dont want to live up to their agreement.
  
  ***********************

  Customer Answer

  Date: 08/07/2023

  ***********************, I want the contact information for YOUR supervisor.

  You have closed a file that I specifically asked TWICE for information so that I could send additional information PROVING that the company is lying about their response.

  The company sent nothing to the HomeDepot (NOTHING) and they only sent me incorrect screens and unsuitable doors. Their own tech replaced the weather stripping on the doors which made the doors leak and he was to come back and put the original kind back on (HE DID NOT). The tech stated he ordered all new hardware for the doors because they were not properly done when built (I STILL HAVE NOT RECEIVED THOSE). I HAVE THE ***** ***** THEY ARE TO COMPLETE THE DOORS TO MY SATISIFACTION WELL BEFORE I RECEIVED A REFUND. I RECIEVED A REFUND BECUASE I WENT A WHOLE YEAR WITHOUT BEING ABLE TO SECURE MY HOME BECAUSE THEIR DOORS WOULD NOT LOCK AND THEY COULD NOT GET PEOPLE HERE TO REPLACE OR TO DO ANYTHING. THE **** GOT MAD HE HAD TO COME BACK THE LAST TIME WHICH IS WHEN THEY STARTED THE WHOLE "YOU GOT A REFUND WE DON'T OWE YOU ANYTHING". I HAVE THE ***** THIS IS A COMPLETE LIE AND YOU WILL NOT ACCEPT MY *****?

  YOU are evidently automatically siding with the company, which is based in YOUR area. It seems you must be getting a kick back for your closing the record with their last say and I am not able to say anything else and provide the additional proof or you know people from that company. 

  I WANT YOUR SUPERVISORS CONTACT INFORMATION....

  

  Business Response

  Date: 01/05/2024

  This issue is closed due to full refund issued. 

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 20348958
  
  I am rejecting this response because:

  I have sent proof to their legal representative showing this matter was not being taken care through their warranty department and PLYGEM was working on replacing my doors well after ********** gave me a refund, not PLYGEM.  I was offered a full refund by PLYGEM well after ********** stated they were refunding the cost of the doors to me. PLYGEM stated they would still have the doors fixed or replaced to my satisfaction by their service Rep **** and his supervisor *********  due to the amount of time and anxiety caused by their company and **********. It was months and months and months after sending MULTIPLE defective doors that were rejected (their own repair techs said they would not accept them) and months and months and months after the refund from ********** that PLYGEM then decided they would not do anything else and claimed warranty was void because of refund. Their replacement tech tore out weather stripping and said would be back to replace it with original weather stripping because what he replaced original with is too thin and allows rain to come into my house.

  I was also threatened by PLYGEM for a Cease and Desist because I voiced my own dealing with PLYGEM and proved to their legal rep that my statements were not false. Their legal rep wanted to see what she could do for me after receiving my proof because she just started there. I was then told by that rep that all the company would say is the warranty was voided. No apology for even threatening me with legal actions by their own false accusations even after me proving to their legal rep I was correct with everything.

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

  

  Business Response

  Date: 01/16/2024

  We told the consumer that we would honor the warranty and repair the doors prior to us knowing about the full refund from **********.

  Once we were contacted by ********** that they fully refunded him, we emailed and advised he no longer had a warranty on his product due to being fully refunded and that there was nothing further that we could do.

   

  Once a full refund is issued, the product no longer has any warranty. This was explained several times. We had even involved legal team and sent the homeowner a cease and desist.

  ********** has refused to communicate any further with him due to fully refunding him.

  
  

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 20348958
  
  I am rejecting this response because their statements are a complete lie. I have the emails and texts proving my case. This was NOT being handled through warranty. The cease and desist was because I made FACTUAL comments about their service and treatment. Which I proved to their legal Rep by providing factual evidence, who then wanted to try to rectify it by speaking to PLYGEM and she responded they only said it was handled under warranty. The cease and desist has NOTHING to do with what they have stated in their last response. I cease and desist was a bullying attempt to STOP a consumer from putting FACTS on social media of how their company works and for consumers to read all reviews because they are doing the same thing to many many others. 
  

  They are also lying about ********** and they will not communicate with me. PLYGEM and whoever is sending responses to BBB is completely lying on EVERYTHING.
  

  I tried to give PLYGEM a chance to handle what they stated they would do. It was months before they decided to say you got a refund so no warranty. I proved with evidence to their legal rep which is why she went to bat for the customer (me) but being new she had to look into everything.  I assume PLYGEM wants a massive lawsuit which can very easily be a class action lawsuit from all the same exact consumer complaints instead of doing what their representatives stated over and over of what they will do.

  I am more than happy to send the texts and emails. There are many many of them so I would only need time to put all into one document for the use my BBB  if not please let me know if to send to my legal counsel to start legal actions.

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

• Initial Complaint

  Date:07/17/2023

  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.

  Purchased Ply Gem windows from ********** we had them installed and within 5 months of them being installed we had 3 windows fall out of the track one busted. Another during a storm and had water damage the wood on our stairs. The other I was attempting to clean the window and it fell out on me. Two windows have condensation forming between the double panes and 3 months after installation a cracked formed in one and has spread all the way across. My husband and I have reached out to the company for replacement on our warranty and they have not responded to either correspondence. Out of the 15 windows we have purchased only 7 so far have been okay. I would like to resolve this matter and just get new windows, but with the company not honoring the warranty that is very hard to do. I can provide photo evidence if need be.

  

  Business Response

  Date: 07/17/2023

  Hello,

  We acknowledge the receipt of two contact us forms regarding an issue with the windows from Mr. and *****************. We wish to clarify that our contact us forms are not intended for processing warranty requests, as clearly stated on our website.
  To address their warranty concern appropriately, we have provided Mr. and ***************** with a dedicated link where they can submit the necessary information for us to initiate the warranty process promptly. Once they have submitted the correct form with the required details, we will promptly retrieve their case and proceed with the warranty procedure as expeditiously as possible.
  In addition, I have personally reached out to the homeowner to offer assistance in resolving this matter.
  Thank you for your attention to this situation.

• Initial Complaint

  Date:07/10/2023

  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.

  I purchased thirteen Plygem windows through a third party contactor in October 2021 for my home. He installed all the windows on 03/26/2022. I paid him a total of $7753.00 on 03/26/2022 including $4000.00 deposit on October 2021. After he installed all windows, I found out that one of the largest Plygem windows he installed can't be closed tightly. There're gaps between both sides of the sliding window frame. Also, the top of the vinyl window frame is warped and there's a gap big enough to fit through a steak knife between the top of the vinyl window frame and the top of the wooden window opening. Cold wind, rain and noise seep through all these gaps. I file a warranty request with Plygem on 11/18/2022 for this window. PLY GEM CASE ID: ***************** Plygem inspector came to my home on 06/23/2023 to inspect the window. His finding is that the window was not installed properly and suggested that I ask the installer to reinstall this window again. I contacted the installer who installed it and he denied that he didn't install the window properly. He refused to reinstall it again even if I pay him to. I also contacted other window installers and they said they only install new windows. I honestly think this window is defectively manufactured or of substandard window quality. I am very upset that I have to go through this stressful experience. Plygem Windows and Doors fail to honor its warranty term according to the purchase agreement for this window.

  

  Business Response

  Date: 07/27/2023

  On 6/23/2023 a service technician visited this home. This was determined to be an installation related issue and not a manufacturing defect.

  The installer used a block frame or removed the fins on the frame and installed the units. There were no screws to hold the windows in place just caulking. The end vent unit that is bowed at the top (header) is due to no screws in place and the caulking no longer holding the window in place. You can see out the top of the window. This was explained to the homeowner during the visit. 
  
  
  

   

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20295752
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:07/01/2023

  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.

  Contacted Simonton through their online claim submission. On 6/8/23 we were informed that our defective windows were not going to be warrantied. We have had several other cases of defective windows and were given replacements. Previous contact with Simonton indicated that the windows have a 20 year warranty and online published information states for the Profinish Series of windows has a warranty of 20 years. The windows clearly have an issue with the material used for the seals as it is evidently cracked (photo attached). We were sent a poor quality scanned copy of a warranty statement with a post it note on it stating that the warranty was only 10 years for a period covering windows made between 7/2003 to 6/2007. Our windows were installed in 11 - ****. We are requesting that Simonton warranty the windows because 1) we were previously told verbally that the warranty was 20 years, 2) the published literature available for that series of windows states that the warranty is 20 years, 3) the material used is clearly a problem and we have had several instances of this problem warrantied on other windows, some of which occurred early on and several others that are more recent, within the last 5 years.

  

  Business Response

  Date: 07/10/2023

  Hello

  The warranty that the homeowner has is the current warranty. The warranty that she has for when her windows were purchases is only 10 years. Any parts she has rececived after the end of her warranty was as an accommodation. We will follow the warranty as it is written.

  The attached warranty is what goes with windows from 2003-2004 Profinish Contactor

   

   

   

• Initial Complaint

  Date:06/29/2023

  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.

  -Cornerstone Building Brands PG-*******-R8H8K8 - Filed a claim on 4/17/23 for broken window seals that the warranty states are covered. I've requested for a representative to come out and view the damage in person but that request has so far been ignored.-Reached out to by ***************************** on 5/12/23. She requested pictures and labels. -Went back and forth on information (pictures and labels) needed; provided all of the information requested by 5/31 and again, stated someone needs to come out because the damage on the windows in the pictures may be hard to see -Reached out to ********************* on 5/31, 6/28, and 6/29 with no response; also emailed customer service with no response on 6/28 ************************ on 6/29 and was told that an email was sent on 6/24 which I never received; I have all of the documented emails and not one from 6/24. **************** placed me on hold for couple of minutes while he (he stated anyway) reached out to someone to either call me or resend the email. He confirmed that the message was sent to the representative and they should be getting back to me.It's going on 3 months now since I've filed this warranty request and would like resolution. Attached are just a couple of examples, not all.

  

  Business Response

  Date: 07/10/2023

  Per the rep handling the case and records in our system

  5/12 assigned claim and reach out to H/O
  5/15 H/O states will get photos and reply back by end of the week
  5/19 H/O sent a serious of emails regarding issues on 10+windows
  5/25 sent H/O email asking her review the list that I had compiled to make sure it looked correct before placing order
  5/30 and 5/31 H/O states over the course of the day she will respond to each question individually
  6/25 Corrected document on what H/O needed replaced and asked H/O to review the final update before placing order.  I also let H/O know I could not read numbers on Attic Window and I would need those numbers to order the window.
  H/O never replied
  7/6 called H/O and went over each window that she stated needing replaced.
  7/6 placed order for H/O
  
  Advised to allow 3-4 weeks for parts to deliver.

   

  Rep did have a 3-week time frame where he computer had to be replaced 2 times. 

  Customer Answer

  Date: 07/12/2023

   
  Better Business Bureau:
  
  -No email was received on 6/25.  In fact,  the **************** Rep stated it was sent on 6/24 and that someone would reach out and forward the email again.  I would not have had to make the following follow up calls if someone would have just reached out to me:

  -6/29 - left message at 9:23 on Cornerstone website - no reply except the general template reply.

  -6/29 - Spoke with **************** Rep ***** who stated Rep ********* had written in her notes that she had emailed me on 6/24.  I requested for the email to be resent or for someone to call me directly.  He placed me on hold for a couple of minutes, stated he'd spoken with someone about my complaint,  placed my request in his notes and that I could expect some type of follow up.

  -6/29 -To Representative ********* and ****************:
  "I have every email documenting this case and do not have one from 6/24/23 as the Rep who I just called stated.  He says that you are having trouble reading the labels.  Which ones?  The builders of course, have placed them in a manner that I may not be able to get a good picture but I will try again.  Again, I think it's best that someone come out here, especially if it's going to require us taking this to court because of a label.  Please reply directly to this email, call me at ************ or, provide a number that I can reach out to you."  Again, no response.

  -7/5 - I reached out to customer service again because no one had reached out.  Rep, ***** said he had put in a request for the case manager, assumption *****************************  to reach out last Thursday.  No response.  He placed a request for a Supervisor to follow up on today, 7/5, copying the case manager.

  -7/6  - Case Manager finally responded.  The case manager had a number of follow up questions and emailed a couple of emails with orders for the windows (she stated).  Additionally, I have reviewed the response made by the business in reference to complaint ID ********, and find that the aforementioned resolution is satisfactory to me. I will reach back out if the windows and installation dates are way beyond what has been communicated.

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

• Initial Complaint

  Date:06/26/2023

  Type:Delivery 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 February 8, 2023 I filed a warranty replacement claim with Silver Line Windows, case no. PG-*******-D6S6S7. Six weeks later, the replacement window was sent, but arrived shattered. On 3/15 I called customer service to replace the shattered replacement window and was given a new case number PG-*******-P5L2W9 and was told my window would ship in 4 to 6 weeks. At 5 weeks I called customer service and a ***************** emailed me with an order number ******** and he stated that the window would be shipped via ***** on 4/19/23. I never received a shipping notice or tracking number. On 5/1/23, I again emailed ***************** and he was out of the office. I received a reply on 5/9/23 from him stating that the window was either lost or broken in shipment and that a new order would have to be placed with an expected 4 to 6 week delivery. I called customer service again on 6/6/23 and was told that the window was shipped, but once again damaged. I asked to talk to a supervisor. *****************************, customer service representative, called me back and ordered a window requesting expedited handling. She emailed me on 6/7/23 with a mailing label and stated that the window would be sent on "their" truck to my local ********** arriving on 6/14/23. After spending 1 hours at ********** on 6/14, it was determined that the window had not arrived. I emailed ******* on 6/16 telling her that the window did not arrive. She said it must still be on the truck and would email me with the delivery date to ********** and also email ********** to be expecting my order. It is now 6/26 and I have had no further contact from *******. It has been over 4 months and I still do not have a warranty replacement window from Silver Line. They refuse to have a manager call me.

  

  Business Response

  Date: 06/28/2023

  Hello,

  Parts have been ordered 3 times due to damage by ****** We have reordered and sent to a local ********** on their truck. We are currently tracking product to see if ********** did receive it and cannot find it or if it was not delivered.  The *** do not provide tracking numbers due to the plant shipping the product, creating the tracking number but they do not provide it to us unless we ask for it. We do ask consumers to sign up for ***** so they know when their product is shipping. ******* did notify me on 6/26 that ******************* wanted a call, but I was waiting for information about his product before making a call to him.

   

  I will be in contact with him once I get a delivery date for his product. He was copied on the email that I sent the rep for a follow up on a delivery date.

   

   

   

  Customer Answer

  Date: 06/28/2023

   
  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:06/22/2023

  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.

  Filed windows warranty claim for failing seals/fogging windows on Jan 27, 2023 through PlyGem's warranty website. I still have no response from PlyGem. They have provided warranty service for me in the past but so far are not willing to respond to this claim. I need several windows re-glazed (new glass in existing frames).Case #PG-1915673-W9Y7NO Case #PG-1915671-R8H3G3 Ref-************

  

  Business Response

  Date: 01/05/2024

  We are working closely with the homeowner to resolve the complaint.