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

  
• 

  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

• 

  Silver Line Building Products LLC

  207 Pond Ave. Middlesex, NJ 08846

• 

  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:01/12/2023

  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 submitted a warranty claim online last year, October. I did not hear back. In November, I called and spoke to someone explaining that I had infiltration of water from at least one of the faulty windows. He advised "if it gets worse to contact but that someone would be in touch". Any water intrusion is "worse". Weeks later I rec'd an email asking me to retrieve serial numbers from stickers on the windows to which I responded some of the windows were 2 stories up and fixed. I further explained it had been weeks and again explained water seeping in and the coming wet, winter months. I explained that I could no longer wait and that 6-8 weeks for production is simply not going to work for the leaking window. I advised I would have to seek quicker resolution in the interim for the leaking windows to mitigate damage. I also suggested an alternative for them for resolution. From that day to this one I have heard nothing. The water is now creating ice crystals on cold days. I followed up again January and still nothing. This is costing me money that should not be necessary as these windows are under WARRANTY. For reference, the issue is that the seals have failed causing fogging, a swirl and "rainbow" effect" as well as water streaks apparent between the panes. I have 3 neighbors with the same issue with this brand and it's obvious from the inside and outside.

  Customer Answer

  Date: 01/16/2023

  Hi...my  apology. I don't mind the complaint being made public.  I was only saying that I didn't want to post the resolution that I requested in my email to them.  As such I didn't state the resolution idea in the public post but it is available to them once they review my email.  Hope this helps. 

  

  Business Response

  Date: 01/17/2023

  Apologies for the delays.  We have assigned your case to one of our technicians to reach out and assist with identifying the warranty replacements that are needed.  Please note that the labor portion of the warranty is expired, but replacement parts are still covered.  

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 18727519
  
  I filed a warranty claim last year, Sept/Oct. . I rec'd a call from their office shortly thereafter and I explained that certain windows had failed and that a couple were infiltrating water. The rep advised someone would be in touch. It took over 1 month for ************* to contact me, mid November. In her email, she advised there was a 6-8 week wait for PARTS to arrive. I responded the next day, 11/18, and I explained the water infiltration again as well responded to her questions/ inquiries. She never responded. 2 mos later Dec/ Jan., I filed a BBB report. I received a call from the company,(*************). I again explained my situation (third time) and further explained I can not continue to wait on the windows that are infiltrating. On 1/31, I sent him an email with add'l information he requested. From that date to this (nearing 2 add'l months), I have heard absolutely nothing further. Despite their full knowledge that I had water seeping internally, it has been nearly 6 months since I filed the original claim and still no resolution. I have provided every piece of information they have requested in a timely manner. I was encouraged that I would hear back after speaking with ************** but still nothing other than more damage, which worsened during the winter months. I want to be reimbursed for the damage, repair and replacement of the windows that were leaking moisture into the home. ; I want the remaining windows (that failed but did not leak indoors) replaced, including installation.
  Sincerely,
  
  *****************

  

  Business Response

  Date: 03/10/2023

  There is a settlement agreement in progress for this claim.  

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 18727519
  
  I am rejecting this response because: I have not been advised of any settlement offer to date.
  
  Sincerely,
  
  *****************

  

  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:01/11/2023

  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 submitted a warranty request back in July 2022 (almost 6 months ago). It took until October and dozens of calls to finally have somebody reach out to us. Since then nothing has happened and the communication is beyond poor. I can't get answers to my questions. IF the representative responds, I get very limited information that isn't helpful. I have requested to file a complaint or speak to a manger within the company, but can't get that information. The trim on the outside of my windows is either broken, or installed incorrectly. So many of my windows (on a house purchased in March 2022) don't close if they are opened. You have to remove the window pane and put it back in order to close it. When trying to close it another way, the broken pieces on the trim get stuck and the window is jammed open. We are also have issues with our sliding glass door opening and closing properly, as well as holes that need plugs in them. Overall the quality is terrible, but at this point, we just want the issues to be corrected, sooner than later.

  

  Business Response

  Date: 01/17/2023

  Our apologies for the delay in getting to this service.  Our technician has confirmed an on site appointment for 1/20.

  Customer Answer

  Date: 01/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: While the technician is coming out to fix the trim. He was completely unaware of the other issues we are having. These are the same issues that the PlyGem representative will not respond to me about in emails even though I repeatedly ask. The technician does NOT (I confirmed through him) have plugs for the holes in the bottom of my sliding glass door. He said he was willing to look at the sliding glass door to see why it is not opening and closing, however he was NOT made aware of this issue. How do I get the plugs for these holes??? 

  Sincerely,

  
  
  
  ***** *****

• Initial Complaint

  Date:01/10/2023

  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.

  Windows were installed in May 2021. During the pre-Christmas cold front that moved through the Midwest, I noticed a severe draft coming from one of the windows. Upon further inspection, the upper portion of the double hung window is bowed so that the material that's supposed to help stop the draft is basically useless and results in a noticeable breeze to come through that gap in the window. I called and was told I can't submit a warranty claim over the phone, so I have to submit it via the web. I submitted this claim on 12/29. As of 1/10/2023 I have still not received a response from them regarding the status of my Warranty Claim. I called in on 1/10/2023 to get an update, and the update I got was "I've requested your case manager to reach out to you in 10 business days" and that it can take 30-40 days after submitting a claim to actually get a response. In the mean time, my brand new window is just leaking home energy costs and causing my living room to be extremely drafty. 30-40 days just to get a response from someone is absurd, I don't care what the excuse is.
  
  I've included pictures of temperature readings using an infrared thermometer at the same spot on opposite sides of that window showing a 10 degree difference due to the lack of a proper seal because of window not being square/flush.

  

  Business Response

  Date: 01/20/2023

  Your claim is scheduled with our service technician for 1/24.  We hope he is able to resolve your issue.   Thank you.

• Initial Complaint

  Date:01/07/2023

  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 claim with Silver Line Windows, a company owned by Cornerstone Building Brands, using their online from on 11/6/22. We bought our home brand new in December 2012. Several of my My windows were cloudy after about 5 years. The windows came with a lifetime warranty. I sent the required pictures of the windows and all of the original stickers from the windows, as requested by the online claim form. I received an email response on 11/6/22 stating: someone will be in touch shortly. SILVER LINE CASE ID:  *****************
  
  I have not heard a word since. I have tried to contact the company most recently on 12/28/22, when I submitted a “contact us” form online. I provided my name and case number, and phone number and asked for information on whom I could contact for an update. I have not received a response.

  

  Business Response

  Date: 01/05/2024

  Parts shipped 3/2/2023 to resolve issue.  If issues remain, we are happy to assist.  

• Initial Complaint

  Date:01/04/2023

  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.

  We purchased high performance vinyl windows and doors from *********** in 2006. Before *********** closed their offices in ******, California we did not have problems with their prompt response. Now PlyGem handles their warranty repairs for all windows and doors. We filed a claim with their ********** office, ###-###-####, for a sliding door that needs repair back in June 2022. On 6/16/22 we received an email confirmation and a claim number PG*************** indicating that all documents had been received including photos. I have contacted their office in ********** four times (Isabel 6/16/22, **** 7/14/22, ***** ********* 8/5/22, and ******* 1/3/23) now with no timeline and excuses about not receiving all the documents needed for the repair. Isabel is the person in charge of handling my claim and I have left several messages for her. When I called this morning, I spoke with ******* who said they had not received the file with all the photos they needed to process the claim. I again sent the photos to Isabel's email (******************************** and *******.*************************)
  We need your help in dealing with PlyGem and their office in **********. We would like to have the repair done as soon as possible as it may cause more damage to the sliding door.

  

  Business Response

  Date: 01/17/2023

  This service was scheduled with our technician to make repairs.  If there are remaining issues, please let Isabel know or respond here.

• Initial Complaint

  Date:12/30/2022

  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.

  1.5 years ago brand new Simonton Windows were installed in my new built home. This past week during a cold spell the windows on my second floor all completely failed due to manufacturing defects. Temperature in the bedrooms was 50* and 39* closer to the window. Despite these windows having a “Lifetime Warranty” there is no phone number to speak to customer service. I had to fill out a warranty claim online and was told it could take 30 days just to review. These windows were covered with snow and ice on the interior and now my second floor and 3 bedrooms are completely uninhabitable. I see complaints against this company for the same failure all over the internet. This company needs to stop providing inferior products and ripping people off.

  

  Business Response

  Date: 01/03/2023

  Your claim has been escalated to our technical team to reach out to you for diagnostics. One of our window experts will be in contact soon.  

  Customer Answer

  Date: 01/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  nothing has been done to rectify the situation, no solutions or warranty follow up has been offered
  
  
  
  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: 01/05/2024

   
  Complaint: 18661488
  
  I am rejecting this response because:  The windows are less than two years old and are terrible.  They still freeze up and you can feel the cold wind through them as if they are not sealed properly.  They had their representative Facetime with me to determine if anything is wrong with the windows.  ******* assured me he could see through Facetime.  How can you determine if windows are performing without seeing them in person and feeling the breeze coming through them.  These are inferior and I am going to have to end up replacing all the windows in a house that is just over 2 years old.  Also, these windows are not rated for our zone (area of the northeast) and are rated for installation throughout the mid atlantic states that are not as cold.  These windows should have never been sold to our builder to be installed in our zone.  I would like some sort of financial compensation to go towards having to replace all those windows, or new windows that are zoned for our area installed by this company.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/08/2024

  The glass option was selected by the builder not the manufacturer of the glass. We advised h/o to reach out to the builder for the glass upgrades they need for their area.

  We advised the h/o 

  Tech spoke with homeowner dealing with air infiltration and ice on windows. The homeowner said the 8 unit on the second floor have failed. The homeowner explained last winter she did not have any problems with the windows but this winter there is a noticeable temp difference and ice on the interior of **************. The homeowner is not sure the windows are made for her area of the country. She said the 2nd floor window was 39 degrees and the sane window just below it on the first floor was 61 degrees. Tech told the homeowner that a window with an operable sash will have an amount of air infiltration. Tech told the homeowner with no install or manufacturing issues found after viewing pictures there is nothing more could be done and we would not be sending someone out. The homeowner was not satisfied with this and requested someone come out to inspect the windows. The homeowner said she understands condensation and air infiltration and read the info tech emailed. 

   

   

• Initial Complaint

  Date:12/27/2022

  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.

  We have reached out to several lines, several occasions, and the company is not taking responsibility for non-compliant windows installed on our property that do not meet the energy code, nor the local building code. The windows have failed completely and need to be replaced completely throughout my house.

  

  Business Response

  Date: 01/03/2023

  A work order has been submitted for our Window Specialist to inspect the windows and provide a recommendation.  

  Customer Answer

  Date: 01/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I’ve reported this issue for over two years and this company has done nothing to correct this problem. they have acknowledge that the windows have failed and have sent me out individual pieces of glass and expected me to cut up their windows and install glass and try to put back the windows. We did not purchase a home to have it cobbled back together. We are losing so much energy out of the windows. I am recommending to have an independent agency come and thermal scan the home to show where the heat loss is and it’s going to be the window system that is failed. I have the proper back up showing this company has admitted to the window system has failed! They haven’t been non-responsive, and for them to think that I’m gonna except one of their representatives to come out and inspect their windows for failure. That is not the solution. I’ve been trying to communicate with Ann and she has been nonresponsive. 

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

  

  Business Response

  Date: 01/04/2023

  Our windows are designed to meet and/or exceed industry standards as stated with the NAMI label when purchased.  Our specialists are window experts who will be able to determine if there are any manufacturing defects that need to be corrected.  We will follow protocol and stand behind the written warranty.   

  Customer Answer

  Date: 01/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  like I said that I already have written agreement from this company, stating that the windows have failed and they’ve provided replacement glass only. Providing replacement glass only does nothing to solve this problem and I’ve had to go through two Winters here in northern Indiana. My utility bill has doubled each year because of the failure in the window system that is letting all the heat out of the house and providing non-compliant and not meeting the energy code for this area. Windows that are double pane in my mind should not. I repeat, should not leak air like these non-compliant windows. My home is supposed to be very highly energy efficient and due to the low quality window systems that are installed have failed. The factory representative will be coming to my house with a bias favoring the company in will deny  any responsibility. This company is very good at putting their failures on others and not accepting responsibility for the low end window systems. This windows system used to be partnered with ******** windows and ******** drop them due to the low quality.

   

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

• Initial Complaint

  Date:12/06/2022

  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.

  Case NUMBER 1646472S4G3K4 Submitted a claim on defective windows June 2022.Heard NOTHING! Sept I called **** office Manager, I uploaded pictures of 3 installed of their POOR QUALITY 3 CASEMENT WINDOWS 1..handle very very loose ready to fall off inner window 2.EXTERIOR seal ALL CRIMPED, 3 windows 3. Lower seal not completely sealed shut in corners!EXCUSE after excuse! Employees retired, the tech has supplies on his truck..No communication! NO SHOW!PLY GEM WINDOWS ARE GARBAGE, company does not fulfill their WARRENTY!

  

  Business Response

  Date: 12/09/2022

  ************** was on site today to repair the windows to the expected performance.  Our apologies for the delay in getting to your claim.  

  Customer Answer

  Date: 12/10/2022

   
  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:12/03/2022

  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 purchased my home from **** homes in May of 2021. In June of 2022, 1 month past the builders warranty (of course) one of my Ply Gem windows developed a stress crack from the corner of the window pane. I contacted **** homes and they told me that the issue would be covered under the product warranty. Shortly after I filed a warranty claim with Ply Gem. After months and months of waiting and sitting in their warranty queue receiving emails saying we havent forgotten about you, I finally received a response: The requested materials are no longer under warranty. You can purchase the replacements needed at a local building supply.I am the first owner of this house. Its less than 2 years old. Their warranty states that they will cover the windows for the first owner of a single family dwelling for 20 years. PlyGem, honor your warranty!

  

  Business Response

  Date: 12/15/2022

  Apologies that you had the long wait to get a response from our warranty team.  We are asking our **** ********************** Specialist to reach out to you with a better resolution.  

  Customer Answer

  Date: 12/16/2022

   
  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 through.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/29/2022

  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.

  PLY GEM Windows Case ID: PG*************** (4 windows), PG-************** (1 window); Order#*****-****** and Order#******** ***********.
  We have been attempting to contact PLY-GEM Window Warranty department for over four 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..I will disclose the person in charge of warranty name upon telephonic contact from company. From the beginning, windows were delivered damaged, bent, some inoperable, screens torn/frayed and two windows still have not been delivered (4060 FG and 4020 FG) from initial order. Warranty claims were filed by Builder, ***** ***** Homes ###-###-#### and **** ***** ***** ***** **** ****** ** ***********, TX. We recently received replacement windows that were also damaged and broken. Starting this process all over again is unreal. We wish not want to receive 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: 12/05/2022

  Our customer service team has placed the order for the remaining units with an expected ship date of 12/7.  Our apologies for the delays.

  Customer Answer

  Date: 12/06/2022

  
  
  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. We will be standing by to receive the replacements. Thank you.
  
  
  
  Sincerely,
  
  
  
  ****** *******