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 has 30 locations, listed below.

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• 

  Cornerstone Building Brands

  5115 New Bern Ave Raleigh, NC 27610

  
• 

  Cornerstone Building Brands

  5020 Weston Pkwy Ste 400 Cary, NC 27513-2322

  
• 

  Silver Line Building Products LLC

  1 Silverline Dr North Brunswick, NJ 08902-3397

• 

  Ply Gem Pacific Windows Corporation

  5001 D St NW Auburn, WA 98001-2415

• 

  Mitten Siding & Accessories

  70 Curtis Ave N Paris, ON N3L 3T2

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date: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.

  We purchased multiple Ply-Gem Windows for a new construction project. Several were defective and we filed a warranty claim with pictures and receipts. We have received a claim number but the company will not respond to emails or take our phone calls and they haven't attempted to resolve the claim. Here is our reference: PG-*******-H4Z3Z5 Warranty Web Form Submission Information REF:009600011194. I want consumers to be aware that this company will not assist after the purchase.

  

  Business Response

  Date: 01/04/2024

  Our records indicate that this claim was closed. If issues remain, we are happy to assist.  

• Initial Complaint

  Date:05/11/2023

  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 submitted a warranty request on July 25, 2022 for six compromised windows at our residence at ************************************************** I have called and left messages and have never heard anything back. Also, ***********************, the warranty person is our area, was supposed to come to our house on 2 different occasions and I waited and he never showed up. I took time off work to be there so this was very frustrating. When I called and informed Ply Gem I was informed that they were having problems with this employee and they didn't have anyone else in our area.

  

  Business Response

  Date: 05/25/2023

  Our claims team will be reaching out to you in order to determine a solution to your issue.  Our apologies that there have been delays in communication.  

• Initial Complaint

  Date:05/08/2023

  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 on 5/22/2022 for two window sashes and some hardware. I understand that with covid issues it takes a long time. I was assigned a technical service representative and she order my sashes and some of the parts I needed. One sash was damage in shipment. I still need a correct part. I have emailed and left voice mail messages numerous times asking her to confirm my new sash is on order. I am getting no response to either the calls or the emails. I called the 800 number and spoke with customer service. They said I had to contact the representative. I just need to get this resolved. I would appreciate you can help me get someone who help me with my sash and parts. Reorder number #*******, PG *******, Ref ************, ******************************************

  

  Business Response

  Date: 05/08/2023

  Good afternoon,

  A new case has been created on PG-******* and order has been placed on *******. ****** also called and spoke with the homeowner. 

  Customer Answer

  Date: 05/10/2023

   
  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:05/08/2023

  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 purchased a home that had brand new Ply Gem (via ***********) windows. Three years later (this year) one of the windows developed a crack when a "once-in-a-generation" winter storm occurred. I reached out to a contractor to look at what was needed for the repair and he said he thought my windows were under warranty so he filed a claim with Ply Gem (Case ID ******************. 4 weeks later, I am still waiting to hear back whether or not my windows are even under warranty let alone on the window glass for the repair. Ply Gem customer service representatives are beyond impersonal and continue to iterate that these things take at least 6 weeks. What excuses! They should be able to look up whether or not a window is under warranty immediately. Then I can move on. I will never purchase any products from Ply Gem nor *********** and I will MAKE SURE no friends nor family do either. I have only been this disrespected as a customer a handful of times so ********************** is up there with some of the worst customer experiences of all time.

  

  Business Response

  Date: 05/08/2023

  Good morning, 

  I apologize for the delayed response; ****** will be reaching out to you to work on your warranty issues. 

   

• Initial Complaint

  Date:05/02/2023

  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 installed in Jan 2021 in ************** and one cracked in Jan 2022. After installing contractor was unable to contact Simonton, we went direct to Simonton and requested a warranty replacement in Dec 2022. We have been unable to reach anyone on the phone, and after ZERO communications from Simonton, a window shows up where I am working in ****************. How do I get a large expensive window delivered to the house accross the contry where it needs to be?

  

  Business Response

  Date: 05/02/2023

  This has been sent to the consumer team. The order has been placed and an emailed sent to the homeowner. Order number is ******** estimated to ship around 5/31/23 to the home in SC.
  Thank you

• Initial Complaint

  Date:04/26/2023

  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 reached out to the company in 2019 about replacing windows under warranty. We emailed and called back and forth. We provided pictures, measurements and window information. This went back and forth for years due to the person helping us left the company and then another who only answered emails when she felt like it. We were finally told a service rep would come and look at the windows to get the warranty replacement started. The person never came. Emails were never returned. We finally reached back out and got a response that our case closed. I called and had to open yet another claim and will begin the process again. The excuse was well things were crazy around that time. This is absolutely unacceptable. Horrible customer service. Does not back their warranty promise. Ridiculous.

  

  Business Response

  Date: 04/28/2023

  Hello and apologies for the delays.  Our intention is to honor any warranty issues that you may be having with your windows.  Our customer service representative, ***** is reaching out to assist you.  We do have your claim and with some additional information, should be able to effectively resolve.  Please be sure to get with ***** and if you continue to have any issues, ask to speak to the supervisor, *********  The claim number to reference is PG-2018007.

• Initial Complaint

  Date:04/25/2023

  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.

  I filed a warranty claim with Ply Gem Windows in November ************************************************* a new home using their product. The window was defective and was leaking between the panes of glass and was unsafe due to the outer pane of the window had separated from the frame and was presenting a dangerous situation because of the location of this window over our entry door. I was told by a window contractor who installed our new window that he had to secure the window while he proceeded to order and install our new window. After several weeks, I was able to get the supplier information (Ply Gem Windows) from the builder of my home and submitted the required forms requesting this company to honor the Lifetime Warranty on this product. I started contacting this company in Late 2022 and I have been trying to get someone to give me a response to this claim to this current date (4/24/2023). I talked to a ***************************** at Ply Gem initially and she said that the claim had been sent to a warranty supervisor named *******************************. I have made numerous attempts to contact ******* over the last few weeks by email and by phone and I have not received any response from this company as of today (4/24/2023). ********* email is ******************************************* and her phone number is ************. The warranty division phone number is ************ and I was on hold for over 30 minutes today with no luck. I paid $1530.00 to another company called Glass Doctor in ********, ***** who ordered and installed the window. I have sent all the required documents and warranty claim forms to Ply Gem Windows several times as requested with no response.

  

  Business Response

  Date: 04/25/2023

  Our apologies for the delays as we have experienced recent changes to our management staff.  Our team will be reaching out to you this week to assist with processing your refund.  

• Initial Complaint

  Date:04/11/2023

  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.

  They do not return emails (good luck reaching them by phone) or the inquiries from the 3rd party window repair company they contract with. I have a window with a broken frame that is under warranty and half a dozen or so other windows that need new balancers. These issues were found by ************** Services which Ply Gem originally sent after I submitted request for service then a BBB complaint when they never responded. Now Ply Gem is refusing to fix my windows even with Clarity reaching out to them. I have emailed ********************* with Ply Gem several times regarding getting the order processed and allowing Clarity to come out and fix. No return emails.

  

  Business Response

  Date: 04/24/2023

  Our apologies for the delay in resolving your claim.  We have notified our management team to investigate and have our team reach out to you promptly with a resolution plan.  Please allow until Friday, May 28 for contact.  

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 19923498
  
  

  Ply Gem stated they would respond by May 28. It is now June 6th and I have heard nothing from them. How do I revise the complaint? I need my windows fixed. It's summer and its hot.

  
  

  Thank you,

  
  

  ******
  

  
  

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

  

  Business Response

  Date: 06/12/2023

  The assigned claims manager has reached out.  Parts for service have been ordered and work will be scheduled.  

  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 only if they actually follow through and do the repairs. Thus far, I have not heard from Clarity regarding a work order assigned to them from Plygem.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 19923498
  
  

  This complaint remains and continues to be a problem for me. Plygem has now told the window repair service they are going to mail me the balancers. I do not know how to install them. They also never addressed the original request which was a broken sash, which I have submitted a new request for repair. This was submitted last month, have not heard a thing.

  
  

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

  

  Business Response

  Date: 08/09/2023

  A new case has opened for a tech to come out and replace these parts.  Case ID **********. I have reached out to the claims manager to confirm parts and to make sure she reaches out to the technician on scheduling service. A technician or a claims manager will communicate with the homeowner on resolving this issue

   

• Initial Complaint

  Date:04/04/2023

  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.

  My windows were installed Oct. 2020. They are gaping and when I contacted ********** they said it was a window manufacturer issue and refused to solve the problem. Ive attempted to contact ********** via phone and been either hung up on or it just rings. I recently found out after having someone come check my home that because of my windows my air and heat is double what my neighbors have been.Im requesting replacement of my windows and compensation for my heating and air. Of note I do have a child on the way and standing near my windows you feel the breeze!

  

  Business Response

  Date: 04/04/2023

  These are Silver Line Windows. ******** does not own Silver Line products.  The complaint should be directed to Silver Line which is owned by Ply-Gem or Cornerstone.

  

  Business Response

  Date: 04/05/2023

  In order to file a warranty claim, please access our online form and a claims manager will reach out to assist.  

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

   

• Initial Complaint

  Date:04/03/2023

  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 have a warranty with out windows with our home that was built in 2016. My window has cracked on the inside of the home. I have filed a warranty with the company back in March. I sent a picture of the issue and the inside sticker of my window. They sent me the incorrect window. This window being cracked has turned into a health hazard as it is in my daughters room. You can feel the wind and the cold weather when you walk in the room. My daughter cannot sleep in here. Not to mention the glass splitting more and more. After reaching out advising they sent the wrong window I never heard a follow up. I sent a email and then called 3 times and yet have been able to speak to a case manager. I followed up today and they advised they marked the issue resolved. With my window still not being fixed. My hoa has reached advising they can see the crack and will charge me if this isnt fixed asap. So this bill will be sent to simonton if this is fixed.

  

  Business Response

  Date: 04/10/2023

  Our customer service team has been in contact to correct the incorrect order.  

  New order details: 16231256 Fed ex ground 4/21/23 1 bottom sash