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: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.

  Cornerstones Brands. Simonton.PlyGem Windows. Purchased product. Filed information to get warranty and parts service. Vendor does not rep[ond promptly to emails, (does with auto Reply)No contact from Simonton on warranty or parts for windows.Multiple windows have failed.Trying to make contact.No customer service contact by phone. I cannot contact the vendor.It is unreasonable and unacceptable to sell products promising warranty and service that is unavailable to purchaser.Great Product, but service and warranty not available by requested form and nowhere to turn too.Windows were major purchase. Other purchasers will experience the same thing.They advertise #1 brand and warranty. They are failing to live up to their pledge..

  

  Business Response

  Date: 04/12/2023

  Our customer service team is actively trying to reach you.  Please check your email and they are attempting to contact by phone as well.  

• Initial Complaint

  Date:03/28/2023

  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.

  I have a window that is frosty and its on Waranty I try to Contact them file a claims no Answer

  

  Business Response

  Date: 03/28/2023

  We have received your warranty claim, #PG-1973992.  It is currently in queue to be processed and our customer service team will be reaching out within the next week.  Thank you for your patience.  

  Customer Answer

  Date: 03/29/2023

   
  Complaint: ******** its been a while that Im waiting I dont satisfied with this answer its hard to get in touch with them they just need you to submit a internet complaint and thats it that why Im not sutwith their response 
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/29/2023

  Our turnaround time for warranty submissions is currently 3-4 weeks.  Your claim was received on March 13 and will be processed within that time frame.  In the meantime, we will need a photo of your window label with the order details so that we have the correct window details to replace your failed glass.  Please be prepared to provide that photo when our agent reaches out.  

  Customer Answer

  Date: 03/31/2023

   
  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:03/24/2023

  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.

  I have written ********************** Windows on several occasion regarding the lifetime warranty for my windows to no avail. ********************** response is consistently that I must provide the information from a sticker that does not exist on my windows. The window were purchased in ****. I have sent pictures of each and every window with the issues and all the documents we received after purchases. I was not aware the installer was supposed to put a sticker on the inside of each window. He did not. I was told they need the size of the windows. I sent the size of each and every window. Still not assistance. My neighbor had the same issue, but for some reason they assisted her. But she also only had a couple windows with issues. I have several. In addition, the individual, *******************, who did our installation no longer works for **********************. I have written ********************** several emails with all the information possible and I keep getting the run around. There may be one or two windows without issues. Several of my windows have severe filming. Some of the locking mechanism no longer work, some of them will not open properly, many of the screens have filming (I guess you call it), and the sliding patio door lock no longer latches easily. I have had to travel to ********* to try to get numbers off the windows so you can honor the warranty (my son is renting my home). I am a 100 percent disabled veteran. I need assistance, I paid close to ********* at the time (which was an awful lot of money for the time) but did so knowing I have a warranty and a reputable company. However, this whole process is turning out to be very difficult and a ****** learned for me. I have asked ed ********************** to please honor the warranty and utilize the attached documents to process my warranty request. In my last email, I requested a Supervisor or Manager contact me regarding my attempts to utilize the warranty for my windows. I was not contacted by a Supervisor or a Manager. I sent in scans of the entire job, with sizes of each and every window, I took pictures of each and every window, and went for a third time and look at each window in an effort to find this white tag they speak of. It does not exist. I dont know if it was a failure on ***** or ********************** part as to why I am missing the very thing necessary for me to get assistance. I could not be more dissatisfied with the lack of service. The representative was:********************** **************************************************************** Fax ************** Phone: ************** Email: ****************** The back of the brochure has:Window Source ********************************************************************* Phone: ************ However, the business number has a recording that says the number is no longer is services. So, I am sure this was the location of *****s window business that is no longer active. A total of 26 windows and 1 glass door were purchased and installed. Also, on the invoice ***** used are the listed Check numbers for each payment. I have done my due diligence in trying to get all the information to include taking pictures of every single window, showing the labels that do exist (not the elusive white label). I cannot produce a label that does not exist. I provided each and every size. Now I need ********************** to do their part and honor my warranty. I have all the paperwork I was given which I think many would not have, but because of my line of work I know the importance of having documentation.With Sincerity,*************************** *************** **************

  

  Business Response

  Date: 04/07/2023

  Our warranty requires the order number associated with the windows in order to know what series, size, glass package and other necessary details to provide the correct replacement parts.  We, the manufacturer, place labels in every window unit that we manufacture as identification of the unit. Also to note, we do not employ installers, we simply produce the windows as they are ordered from dealers or distributors.  Our apologies that we are unable to assist without the information required to place an order.  

• Initial Complaint

  Date:03/22/2023

  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.

  PLY GEM Windows Case ID: *****************, PG-*******-V7T2N1; Order#H6808-184865 and Order#*******; PO#********. Requesting FULL HOME WINDOWS to Be Replaced. We have been attempting to contact PLY-GEM ************************** for over Eight months. Our builder and myself have spoken with customer service, whom assured us, the messages have been sent to the person in charge of warranty department.. From the beginning, windows were delivered damaged, bent, some inoperable, screens torn/frayed and (**** FG and **** FG) Bent from initial order. Warranty claims were filed by Builder, ***************** ************** and ********** store @*************************************. We recently received replacement windows that were also damaged and broken. Starting this **************** again is unreal. This is the SECOND Time, with the same Results. Facts: All windows received are substandard, handles and latches bent, screens missing or torn, unable to repair, frames are cracked, mechanisms inoperable, and quality control over production is obviously non-existent. Other key issues is how the windows were delivered, warranty service is non-responsive, service manager's assistance will not return messages provided to them by customer service representatives. We wish to discuss with a company representative(s) that can assist us in the expedition of the process of receiving our windows immediately. The calls to customer service is now becoming non-responsive and plenty of messages. Please advise. Replacement, Delivery, Contact by the business, discussion of credit and/or refunds.

  

  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:03/18/2023

  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 am writing for assistance on the leakage of my window seals that are backed by a lifetime warranty. Over the past 3 years, since closing in 2016 of my homw in **, we have seen a steady increase in the number windows (4) exhibiting leakage, from mid-window bubble stains to water collection on the inside and now ice!All failures are with the removable lower windows, and therefore a simple exchange for the effected windows would seem in order. The manufacturer has failed to respond to any of my correspondence, even those sent *** registered to *******************************, CEO. I can easily provide the window tags information for their review in developing an action plan on all windows in question. I have not been able to reach anyone associated with their product to assist me in this matter in the area. I just want replacement windows bottom panels that are easily replaceable, I will do it myself.I have attached photos of some of the effected windows. Respectfully submitted,

  

  Business Response

  Date: 03/24/2023

  Our apologies that you have not received any response.  In a check of our warranty claim database, we were unable to locate any submissions by your name or address.  *************************** is no longer our CEO, but the letter was sent to our corporate office, so we apologize if it was not directed to the correct department.  We will have our customer service team reach out to you at the first of the week to assist with resolution.  

  Customer Answer

  Date: 03/27/2023

   
  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 provided they follow up as indicated! I would like the Compliant ID kept open until I actually receive an action plan and resolution is implemented. This is the first time they have responded to any of my letters. Thank you for your support I will keep you advised. I hope they are sincere in their response. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/17/2023

  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.

  Ordered 19 new windows from Silver Lining thru *************** (Dealer) out of ******************* ****. They were installed the first week of August of 2022. During the winter months the first snow fall, we noticed snow blowing through our house. The source was from the gaps of the windows, about and 1/8th of and inch of "slop" between the window frame and the pane. 9 out of the 19 are defective, blowing snow into the house causing our geothermal to run non stop and heating bills to be abnormally higher than they should be, and causing excessive wear and tear on our heating system. Made contact to Superior Lumber and was told they would get in contact with the company. After not getting any answers from Superior Lumber (1 Month Later), I had contacted them again and they had not heard anything as of yet. I tried for the last 2 months now to get ahold of Silver Lining and to get some answers from Superior as to when can we get this issue resolved before further damage is done. Still no definite response from either Silver Lining or Superior Lumber. Not even an acknowledgement that anything was filed.

  

  Business Response

  Date: 03/31/2023

  Our apologies in the delayed response.  We are asking one of our qualified product specialists to reach out to you regarding this concern.  

• Initial Complaint

  Date:03/16/2023

  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 had Plygem windows installed on our home and (at least) three of the windows have bad seals and another has a stress fracture. I have attempted to contact Plygem since last year 14 separate times. I have filled out the warranty request and have not heard anything back from the company! We need a resolution and replacement for these defective windows. This company appears to have ZERO integrity in their operations and products.

  

  Business Response

  Date: 01/05/2024

  This is assigned to a claims manager and we are in contact with the homeowner working to resolve this issue

• Initial Complaint

  Date:03/14/2023

  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 had all of the ********************** in our home replaced with Plygem Mira ********************** in 2015. Within three years, several of the ********************** developed a film/cloudiness, which has gotten progressively worse over the years. I initially attempted to contact the Plygem rep as provided by the contractor that installed the **********************. The problem is the actual *********************** and not the installation. I emailed the **** ******************** on Thursday, February 4, 2021, stating that I had some type of condensation in a handful of my ************************* and transom ********************** and asked ************** to help direct me to warrantee service of the *********************** which have a ten year warrantee. I did not receive a response to this email, or to several phone calls to both ************** and the main Plygem phone number. I also attempted to use the online warrantee claim form, providing pictures via their online submittal portal. I have not heard back from any attempts to reach them. This is a years-long issue and I just cannot believe that this company will not respond to customers! I am seeking replacement under warrantee of the failing **********************.

  

  Business Response

  Date: 03/14/2023

  Our apologies that you did not have success contacting our team to handle your warranty issue.  We do have the claim that you submitted from our website.  It was received 17 days ago and our warranty team is approximately 3-4 weeks to process.  However, since you've been waiting much longer than that, we have escalated your case and one of our customer service reps will be in contact with you before the end of the week to assist.  

• Initial Complaint

  Date:03/09/2023

  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.

  One of the Simonton double pane windows I purchased developed a leak and has contaminants between the two panes of glass. I completed and submitted their Warranty Request form, including photos of the window and the attached product labels. I received an email from the vendor acknowledging receipt and was provided with case ID *****************. After several months I have not received any information on when my window will be replaced per the warranty document. Please assist in this matter. Thanks

  

  Business Response

  Date: 03/09/2023

  Hello and thank you for reaching out.  The claim that was submitted to us required further information to be processed.  It appears that the initial request was emailed to the address provided on December 7 and a few automated reminders sent thereafter.  Perhaps these were moved to a junk file by your email server.  We have asked our customer service team to reach directly out to you and they will initiate a new claim for you in order to address your warranty concern.  They will be in contact with you soon.  

• Initial Complaint

  Date:03/03/2023

  Type:Customer Service 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.

  In June of 2022 I submitted a warranty replacement request for a defective window. After multiple emails I finally received a communication in Dec. 2022 that the replacement parts would be sent. In Jan. 2023 I received the wrong parts. Since then I have emailed the individual that handled the warranty request multiple times and also left several voice mails and never received a response. on 2/23/23 I called and asked to speak to a supervisor to escalate the issue. I was told that someone would call me back the same day. It is now 3/3/2023 and I have yet to receive a call and am still waiting on a resolution from Ply Gem.

  

  Business Response

  Date: 03/03/2023

  Our sincere apologies for the delays in completing your warranty order.  Our customer service team will work to expedite this.  

  Customer Answer

  Date: 03/08/2023

   
  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,
  
  *******************