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: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.

  SIMONTON CASE ID: ***************** I had 23 Simonton **** double hung windows installed in my home in 2011. Over the past 12 years I have had five warranty claims for a few issues that are always related to the Pivot shoe. I have replaced 50 or so broken pivot shoes. Simonton **************** has always been outstanding. I would call explain the situation and they would send the parts needed. In April I wanted to wash the windows. The first sash I tilted in, both pivot shoes broke. Thinking this was once again going to be a problem I stopped and filed a warranty claim on April 20, 2023. Simonton which is now associated with Ply-Gem and ********** responded to my claim in May 2023. Realizing that I needed to go through the windows to determine if there would be additional broken shoes, I emailed Simonton back and explained that I was going to go through all the windows and determine how many pivot shoes were broken. I submitted an email to Simonton on June 14, 2023 explaining that I had gone through all the windows and had 10 broken pivot shoes. I included a picture of the broken shoes. I sent a follow-up email on 6/20/2023. After the initial warranty claim I have received no communications from Simonton. I have no idea as to the status of this claim. I would appreciate any help you can provide. Thank you,***********************

  

  Business Response

  Date: 06/27/2023

  It looks like we didn't get a response on his order number when we asked via email but he submitted a new request with the correct information. We have been in contact with him and have ordered the parts needed to correct his issues.

  New case with response is PG-*******. The new order number is 16244498

   

• Initial Complaint

  Date:06/19/2023

  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 Simonton Windows in **** when I rebuilt my house. They came with a lifetime warranty. In the past they have repaired the windows no problem. However since 2020 I have been trying to get two glass sliding doors repaired with no success. They said covid had caused delays. In June 9,2020 I again sent in a repair request using Simontons website. I still have gotten no response. All I want is to have these doors repaired. Please help me. Sincerely *************************. *************

  

  Business Response

  Date: 06/20/2023

  Hello,

  We did receive several requests form the homeowner. We have tried contacting them to resolve the issue. An email was sent on 8/4/2022 @ 7:14am asking for the information that we needed to process their request. They are over the 20 years for parts/glass but they have a prorated warranty/ We will gladly stand behind the warranty we just need a little more information.

  I have attached the email.

  As od 6/20/2023, I have reached out to ************* to try to help expedite his request.

   

  This is most likely a case of the email went to spam. A new case is open under PG-*******. This has been escalated for processing. 

  We will resolve ASAP

  Thank you

   

• Initial Complaint

  Date:06/14/2023

  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.

  Re: Case ID ***************** We purchased a 71-3/8 x 36 Low ** ***** Filled Garden Window (PO *******) with a Lifetime Warranty, for $840 on May 15, 2006, when PlyGem was known as CertainTeed.On the evening of Friday, December 16, 2022, I noticed pooling of water that had collected on the baseboard of the Garden Window, with noticeable drops of water entering from the outside seams. Fortunately, I was able to stop the flow (only temporarily, as I later discovered) wrapping all outside seams with duct tape.I filed a claim with PlyGem on January 18, 2023. I received an email reply, in which the above referenced Case ID was sent. On February 14, 2023, referencing the above Case ID, I notified ********************** a second time that the window was again allowing water to come inside the house. This time I was able to take pictures and even record video of the breach. I received a second rely, identical to the first, but with a different Case ID. On February 17, 2023, I received a follow-up email to the initial claim, which said that I wasnt forgotten, was still in the queue, and PlyGem was really busy. That was the last communication I have received from PlyGem.I have called your ************** office. I have called your **********, **********, office. I have talked to ***** and *******, and to ****** Each said that they would escalate the case and I needed to talk to **********************I am unable to reach ***************. Every time I call (5/16/23, 5/18/23, 5/19/23, 5/22/23, 5/24/23, & 5/26/23) her voice mail message indicates shes away from her phone and will call back she has not.Meanwhile, its been nearly 5 months without a reply. This is an intolerable delay. In 5 more months the weather here will be too inclement to replace the window.

  

  Business Response

  Date: 06/14/2023

  Good morning ********************, 

  I apologize for the miscommunication.  I have escalated your claim to management, someone should be reaching out to address your concerns.  

  Customer Answer

  Date: 06/16/2023

   
  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.
  

  It appears that, after waiting 5 months & periodically calling PlyGem, mailing letters to both their ************** & ********** offices, and following the ********** Attorney Generals recommendation by contacting the BBB, PlyGem eventually contacted both me and a sub-contractor who scheduled an inspection for next week.

  Thank you very much for moving this along.

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

• Initial Complaint

  Date:06/14/2023

  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 purchased a garden style window from Simonton through Beacon Supply. I was initially told the lead time was 4-6 weeks in May 2023, but after some time the sales rep called me and told me that the Simonton rep told her the window would take up to 11 weeks. After going through the entire sales process and studying all my options, I was back at ********** again and angry. This one window is delaying my kitchen remodel by months now. They should have never given a 4-6 week period and then changed it. Also, it is impossible to reach anyone in support, and when you do you just get hung up on when explaining your dilemma, stating there is nothing they can do. Shameful.

  

  Business Response

  Date: 06/14/2023

  Good afternoon ******************, 

  I have escalated your complaint to the **************** Manager. 

  Thank you, 

   

• Initial Complaint

  Date:06/12/2023

  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.

  We purchased plygem windows for our residence 10 years ago. The windows have a lifetime warranty to the original owner. An interior pane of one window cracked this past winter. We filed a warranty claim with the company through their online process. After several phone calls to follow up, we were issued a claim number (PG-1876426). After several phone calls to follow up, we recieved an email denying our claim based on a statement in an excerpt from a warranty document attached to the emai. The warranty document was not the same warranty document that was issued when our windows were purchased. We responded to the email and requested reconsideration of our warranty claim. We attached a copy of the pertinent portion of the original warranty document. We sent a second email requesting reconsideration after waiting a month. We have still not recieved a respnse to our request for reconsideration of our warranty claim.

  

  Business Response

  Date: 06/12/2023

  Good morning,

  I pulled a copy of your warranty; stress cracks are covered for 1 year. If you need a copy of your warranty, I will be happy to send it to you.  

  Customer Answer

  Date: 06/14/2023

   
  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:06/06/2023

  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.

  An American Craftsman door was ordered from ********** and was delivered on May 19, 2023. The door was installed the same day and we have had issues with it since day of install. The one window scrapes against the other when opening the door and seems bowed and the other door is scraping the track making gouges in it and non useable. A warranty claim was initiated. The company emailed back requesting measurements and they were provided on 2 occasions. No correspondence from the company in about a week. Called the company today and they are giving me a run around saying they do not send techs out. I want the defective door to be replaced and a new one installed at their expense due to all this. At this point with the very lack of communication from the company and non willingness to honor a warranty on a brand new window I would like a full or partial refund as well. I have a brand new door that I can not use.

  

  Business Response

  Date: 06/16/2023

  Good afternoon,

  I have asked the Claims Manger to reach out and discuss your options. 

  Thank you, 

   

• Initial Complaint

  Date:06/05/2023

  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.

  We noticed seal failures in several windows just after closing on the home in May, 2015 The home was built by the *************************** Group, located in **************, in the summer of 2008.The Silverline **** Series windows and doors were purchased through Newtown/Greenwich Supply in July, 2008 Newtown/Greenwich Supply ceased its operation in 2015 The windows in your home are Silverline **** Series windows I filed a claim with Ply Gem on October 22, 2019 and the exchange continued, without resolution, until January 28, 2021 The Silverline warranty department contact requested window labels, and at no fault of our own, these did not withstand the elements and were not legible I was hopeful at one point on December 4, 2019 after a copy of the original purchase order was provided to the Silverline warranty team. The following response can be found inline in the email exchanges attached: (From: ********************************************** **************** Thank you for the invoice. It is going to be very helpful since there are no labels. If we state that all of the windows are in fact the **** Series as previously advised by you. Then the invoice shows the options on the windows as well as the Nominal sizes of each window and quantities. Using that information, what we need to know is which windows do you need replacements for, how many of each (going off of the invoice) and whether you need the top glass or bottom sashes for each size. After we get that information, we can place an order for you. Lastly, there is no door on the invoice or through anything else you have sent. Until we have something we can use, we cannot order a replacement panel. You may have to purchase a replacement panel from ********** **** near you who sells our 50 (****) and 70 (****) series doors, once you identify which one it is. Despite these exchanges, we were unsuccessful in our attempt to remedy this issue

  

  Business Response

  Date: 06/16/2023

  Good afternoon,

  I pull a copy of your warranty for that product.  Unfortunately, the warranty is for the original homeowner. If you would like to have a copy of the warranty, I can send it via email. T

   

  Thank you, 

• Initial Complaint

  Date:05/23/2023

  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.

  I filed a warranty claim with PlyGem on 3/11/23 and have a case number but have yet to hear from anyone regarding a status update on my claim. I spent over $13,000 have brand new windows and patio door installed and the patio door broke a seal this first winter. Trying to get the patio door replaced as Im closing the sale of our house in June. Whenever I call plygem a sit on hold forever and then it either sends me to a voicemail box or hangs up on me. Cant get any answers from them.

  

  Business Response

  Date: 06/02/2023

  We have been in communication with *****************,
  The last communication was on 5/31/2023.
  We are working with a sub supplier in her area to perform the service that is needed to resolve her issue with her product. 

  Her claims manager will continue to keep her updated until this issue is resolved

   

  thank you 

   

   

  Customer Answer

  Date: 06/05/2023

   
  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:05/22/2023

  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.

  On July 19, 2022, I filed a warrannty claim for a window with a broken seal. I submitted the claim form with pictures and the claim was assigned to ************************* ************* Representative, ** Windows. In mid-August, 2022, I spoke with him by phone and he advised that someone from the **** ********** office would contact me to arrnage for the repair. No one ever contacted me. I followed up by email on 8/30, 9/14, 9/24, 9/30, 2//28/23 and 5/15/23 but received no response to any of those messages.This is my last effort before I have a third party fix the window and file a small court claim.

  

  Business Response

  Date: 01/05/2024

  A settlement was agreed upon and signed by the homeowner.  This claim is resolved.  

• Initial Complaint

  Date:05/16/2023

  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.

  Purchased Ply Gem windows for my newly build home. Have attempted to file a warrenty claim with Ply Gem/ Cornerstone Building Brands. I first contacted Ply Gem about five months ago. I sent numerous pictures of my concerns and asked if a company representative would be dispatched to my home to personally view the shortcomings of the windows. I do receive emails for Ply Gem/Cornerstone Building Brands but there is never a resolution to my issue nor has there been an offer to schedule an appointment to view the corrupted windows. There is a Ply Gem manufacturing facility less than 30 minutes from my house. A simple appointment would move my warranty claim to satisfaction. I have communicated with ***************************, ************* and *************************. While ********** did understand my concerns and attempt to point me in the correct direction, ****************** and ****************** have poor communication skills and seem ambivalent regarding any product resolution.

  

  Business Response

  Date: 05/26/2023

  2 cases have been submitted to us. 1/23/2023. 4/23/2023. He did provide photos, but he will not advise which parts we need to resolve the issue. We have advised him several times it is parts only warranty and he is outside of any labor due to the age of this windows, but he wants us to inspect the windows to determine what parts he needs to resolve the issue.  He also does NOT want parts he wants complete windows. Windows are from 2019. He is starting missing screens and poor craftsmanship. Any missing screens or issues with qualify should have been reported when the windows were installed by the builder. He also complains about installation of the windows, and we do not install windows. His installer was Gulf and ******.

  Any manufacturing issue we will gladly send parts to fix the issue if he will advise which window he is having issues with and which parts. We have provided him drawings of his windows and asked him to tell us which ones have the issues but again he will not assist in us resolving this issue in anyway. 

  The warranty only has labor the 1st year and this is outside the labor portion of the warranty. We do not inspect windows to determine which parts are needed.

  We have made multiple calls to the homeowner by 3 reps and he will not provide us the information that we need to resolve this issue.

  I have attached the warranty which has been provided to the homeowner.