Complaints
This profile includes complaints for Cornerstone Building Brands's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 344 total complaints in the last 3 years.
- 88 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:02/23/2023
Type: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 a PlyGem triple slider glass exterior door installed in our home March 2019 this door is over $20,000, the entire door is defective. The outside pane on all three doors has shattered, nothing ever hit the doors to damage them they just shattered completely on there own. We contacted PlyGem after the first door broke and after months of waiting to hear back from the company they finally emailed us saying the doors were no longer under warranty and gave us a link to be able to reorder them at our own expense. I have looked up typical warranties on exterior sliders and it should be at least 5 years. Our door broke withing three years of being installed. Of course we cant actually talk to anyone with PlyGem and because they took so long to even respond by email our homeowners wont help us either.
Business Response
Date: 02/24/2023
We offer a variety of products that have varying levels of warranty coverage. The warranty for the door on this order is attached and does not include glass breakage or cracks. We would suggest a local glass company that can provide replacement.Initial Complaint
Date:02/22/2023
Type: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 13 Plygem windows in 2017. The glass in one of the windows cracked on its own and I opened a warranty (case #PG-1875086-S4H6M0) on 12/27/22. I have called numerous times over the last 2 months with no avail. I have been told my case has been "escalated" multiple times. I have been told there is no supervisor and no contact information for the case manager, ***************************. The broken window is on the first story and poses a safety threat. Plygem has repeatedly shown they do not care from the lack of communication with this matter.Business Response
Date: 03/10/2023
The following response from our ******** Service Supervisor to the customer:
*****,
I see you had been working with ****** on your claim as well as input a BBB concern regarding the denial of your claim. After reviewing your claim, response on BBB as well as your warranty coverage we have determined your case was processed correctly. The issue you had back in 2017 qualified for a gesture of goodwill on your glass breakage since the date of request VS the date of the manufacture of the windows was so close to one another. Now that 6 years have passed since your windows were installed into your home glass breakage is considered not covered under the Limited lifetime warranty. If you review what I have attached here I have highlighted the section where we discuss what is not covered. I know this is not what you were hoping to hear as an outcome on your request however we appreciate your time while we explained our position. If you need additional resources for repair of the window feel free to reach out here and I can assist you in searching for a glass shop in your area.
Thank you,
*******************************
NW ******** Service Supervisor
T: ************
D: ************
M: ************
E: ***********************************************************Customer Answer
Date: 03/10/2023
Complaint: 19449586
I am rejecting this response because:Hello *******,
Thank you for reaching out to me. This has been a painful and frustrating process.
Unfortunately I had to file with BBB in order to get a response from your team after 2 months of calling in for updates. I'm glad it worked.
I am very familiar with the warranty as I've had it in front of me since deciding to open the warranty claim. As I told ******, the breakage was not caused by foreign object or acts of God. There is clearly no point of impact for breakage and I live in ******************* where weather is not a factor. The window is defective. Therefore should be covered under warranty.
I don't know how I can be any more clearer.
Sincerely,
***********************Business Response
Date: 03/15/2023
Glass breakage nor cracks are covered by the product warranty.Customer Answer
Date: 03/16/2023
Complaint: 19449586
I am rejecting this response because:Warranty does not list defect as one of the limitations for coverage. Please send contact information for your supervisor.
Sincerely,
***********************Initial Complaint
Date:02/13/2023
Type: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.
Hi. I have a new construction window from Plygem that was delivered in 11/2021. The window was installed but it is too small for the frame. The window is sloppy in the frame, slides left to right 1/4 inch gap on both sides. It has a gap out of the frame on both sides when opening the window and allowing significant air flow through each side of the window when it's closed. As a result, it is causing water condensation damage to my new drywall. In cold weather, the vinyl frame is freezing on the inside of the frame. I submitted a warranty claim on 11/28/2022. I received a generic email from the company that it's been received but have had no contact from the company to address the issue or warranty. In the meantime, the window failure is causing damage. Thanks for any assistance with this issue. I have attached pictures of the issue.Business Response
Date: 02/28/2023
We apologize for the delays. We have notified the Customer Service Manager and asked that you be contacted with priority.Business Response
Date: 02/28/2023
We apologize for the delays. We have notified the Customer Service Manager and asked that you be contacted with priority.Customer Answer
Date: 02/28/2023
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 as long as the company actually contacts us back to fix the issue.
Sincerely,
**** *******Customer Answer
Date: 02/28/2023
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 as long as the company actually contacts us back to fix the issue.
Sincerely,
**** *******Initial Complaint
Date:02/09/2023
Type: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 have become cloudy and can no longer see outside on 7 of my 23 plygem windows. No response to my phonecalls and faxed warranty claim.I would like the windows that have failed to be replaced. Very expensive windowsBusiness Response
Date: 02/20/2023
Our service team will be reaching out to you today with details on next steps. Apologies for the delay.Initial Complaint
Date:02/02/2023
Type: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 started our warranty request on July 1, 2022. More than seven months later, as of 02/02/2023 We have yet to have a technician arrive to do an iniital inspection. Since the initial warranty request, we have noticed three more windows needing replacment. The first email received from Plygem was automated, confirming our request had been submitted, and specifally stated, "We kindly ask that you refrain from submitting any duplicate requests as this could potentially cause delays in our response to the issues you have submitted." In order to avoid complications and duplicate requests, we have made multiple attempts to call and speak with someone regarding the status of the warranty request and they keep telling us they have excalated our case to the very top and will get a call back within 2 business days.Business Response
Date: 02/15/2023
Our service technician is attempting to schedule with you and has reached out via phone message and email. Please respond to either message to move forward with scheduling.Initial Complaint
Date:02/02/2023
Type: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.
PlyGem Windows is the administrator of CertainTeed window lifetime warranty claims. Over a period of months PlyGem has been unresponsive to our emails and phone messages. We have windows that have lost their seal and need replacement. We live west of the Rockies in southwest Colorado.
According to ****************.:
"Windows
To start a warranty inquiry or claim, Please contact the appropriate product warranty administrator below:
All CertainTeed Branded window & door products installed West of the Rockies
CONTACT PlyGem Windows
###-###-####
Email: [email protected]
All CertainTeed Branded window & door products installed East of the Rockies"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:01/18/2023
Type: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 PlyGem several times to get replacement molding for their half round window 18"x36", but company refused to recognize warranty and or sell me the part.Business Response
Date: 01/19/2023
Hello - apologies for your subpar experience. The good news is we have launched a chargeable parts system this year. A rep will be reaching out to you to quote this part.Initial Complaint
Date:01/16/2023
Type: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.
No response to warranty claims Phone calls not returned. No reply to e-mails submitted.Business Response
Date: 01/04/2024
Our records indicate that this claim was closed. If issues remain, we are happy to assist.Customer Answer
Date: 01/05/2024
Complaint: 18818990
I am rejecting this response because: *********** never replied to any of my phone calls that I left on their voice mail and did not respond to any of my e-mails. This claim was never acted upon. The issue remains unresolved.
Sincerely,
*****************Business Response
Date: 01/08/2024
We have opened a new case on PG-2371192. This will be assigned to a claims manager and followed until complete. Someone will reach out via email or phone so we can get this resolved.
Initial Complaint
Date:01/16/2023
Type: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 put a request in for a new sliding glass door that became cloudy with a broken seal. Request was made a over a year ago in November 2021. No response from ply-gem. We don’t know where to go from here since ply gem won’t honor their warranty and they won’t respond.Business Response
Date: 01/25/2023
We were unable to locate a warranty claim for the address. We will have customer service reach out for next steps.Customer Answer
Date: 01/26/2023
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:01/13/2023
Type: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 April 2022, we purchased a Ply Gem patio door from **** *****. The door was installed in May 2022. The cost of the door and installation totaled $1453.00. The door wouldn't close property and the mini-blind that is between the glass would not stay in the correct up position when it was opened. We filed a warranty claim with Ply Gem. After inspection and attempts to repair the door, their representative said it was not a door issue but an installation issue. After months of talking with **** ***** and living with a door that didn't close properly, **** ***** finally agreed to deliver a brand new Ply Gem door. On October 12, 2022, the 2nd door was installed. The door closes properly. HOWEVER, the mini blind on the stationary side does not work properly. The blind does not close or open completely. There's either a gap at the bottom or it drops down from the top. Once again, another warranty claim was filed. Ply Gem sent us an email dated 10-19-2022 with a Case ID number. The email stated that
"A member of our Service Solutions Team will be reaching out to assist with your request". On 10-21-2022, I called the Ply Gem number that was in the email. Rep gave me the west coast number to call. ###-###-####. I called and left message for a Toby. No return call. I called the number again on 1-9-2023, 1-11-2023 and left a message for an ****. (not sure if I caught the name correctly). No return call.Business Response
Date: 01/18/2023
Our apologies for the delay. Toby will be reaching out to you in order to resolve the blind issue with your door. Since **** ***** ordered a replacement door, he will need a photo of the label on the door to ensure that the correct replacement is ordered.Customer Answer
Date: 01/19/2023
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. I just hope that Ply Gem does what it says it will do.
Sincerely,
***** ******Customer Answer
Date: 01/25/2023
Complaint: 18810895
I am rejecting this response because:I'm writing concerning our complain with Ply Gem. Complaint ID ********. Our last email from ****, a representative from Ply Gem, said that he would be in contact with us within 24 hours. (email on 1-19-2023) We have heard nothing from him or anybody else from Ply Gem. I responded to your request that we were satisfied with their action. I should have waited till after the 24 hours to respond with that answer. Do we need to file a 2nd complaint? Please advise. Thank you, ***** & *******************
Sincerely,
***********************Business Response
Date: 01/04/2024
Our records indicate that this claim was closed. If issues remain, we are happy to assist.Customer Answer
Date: 01/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************
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