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

  
• 

  Simonton Windows

  5300 Briscoe Rd PO Box 1646 Parkersburg, WV 26105-8125

• 

  Silver Line Building Products LLC

  1 Silverline Dr North Brunswick, NJ 08902-3397

• 

  Plygem Siding Group

  4500 Early Rd Rockingham, VA 22801-9792

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:11/23/2022

  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 ordered windows for our house our delivery date was set for 8/9/22. They reschedule to 10/19 do to some lame excuse. They finally delivered some windows 8 are still missing. They are not replying or answering any of our calls. Our construction is held up paying money to store our cabinets. Please help! Our construction loan is expiring soon and we can’t move on with our building due to Ply Gem. We need answers for the 8 windows that are missing.

  

  Business Response

  Date: 12/05/2022

  Our apologies that there are delays with you order.  If you can provide us with an order number, we will have our management team review and attempt to expedite.  

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18455133
  Please see 6 images I just uploaded that show which 8 windows we need. Order # *******. Address that the windows need to be delivered is ***************************************************************
  I am rejecting this response because:
  I still dont have my eight windows. No update from Ply Gem.
  This is a 1.5 million dollar house and everything is delayed. Im paying 3 thousand/month just for banks interest while house is sitting without any progress.  My insulation contract from 2 months ago expired.  We would have installed our $87,000 in cabinets by now.  We would have painted exterior and interior of house by now.  Im having to pay contractors to return to finish jobs because we dont have windows.  Our windows are holding all projects for house!.  
  We did deposit on cabinets-doors $57,000 three months ago, deposit on rails and garage doors, etc, and Im paying interest on this huge amount while I do not have ability to get any of this done for my house. 
  
  We have birds in our house and today a squirrel.  animals are taking over our vacant house cause nobody is there to work on it. 
  Sincerely,
  ***************************
  Complaint: 18455133
  
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/09/2022

  We have provided our management team with the details that you have provided and they will be reaching out to assist.  Our apologies for the delays.

  Customer Answer

  Date: 12/13/2022

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

  We received one window 12/8, and two windows on 12/9.  
  We scheduled framer to install these.  
  We are still waiting for five more windows.  
  Our sides refuses to come out to finish work until we receive all windows. 
  Today 12/12, we were on schedule for insulation, but cancelled it again- probably 8th time- weeks apart, due to no windows.  
  In addition to needing 5 windows, we need BBB to please help us get financial reimbursement for not in budget expenses and stress for this hectic process.  The delay with building is due to Plygem not keeping with their agreed schedule for delivery date August 9th. 
  We can provide dozens of email communications that support our case.  
  
  
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 03/11/2024

  Our records indicate that this has been resolved through the dealer, Builders First Source. If issues remain, we are happy to assist.

• Initial Complaint

  Date:11/19/2022

  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 Anderson Window's Silverline division slider windows that come with a lifetime warranty. The frames have cracked. In order to file a claim for this, I needed to submit it to PlyGem, which is owned by Cornerstone Building Brands company because they purchased the Silverline division.
  
  I submitted my claim TWICE (which was very lengthy due to the photos and information which needed to be provided). Finally, I received an e-mail saying that they received my claim. This was sometime in June. I have since been getting emails with the following wording about once every 3-4 weeks:
  
  "Dear Valued Customer,
  
  We haven't forgotten about you. Please note that your Warranty Claim PG-************** is still in queue to be processed.
  
  We are currently experiencing unusually high volumes and are working diligently to get to your request as quickly as possible. We truly appreciate your patience.
  
  Kindly,
  PlyGem Customer Service Team"
  
  When I call they tell me the same thing and/or direct me to use their online platform. I am now going into my second winter with cracked frames and do not want to fill them with caulk as that will destroy their current image, should I need to submit new photos.

  

  Business Response

  Date: 11/22/2022

  Hello, our customer service team is contacting you and will help to resolve this claim.  

  Customer Answer

  Date: 11/23/2022

  
  
  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:11/16/2022

  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.

  I have been dealing with PlyGem Windows a company owned by Cornerstone Building Brands since February 2022. My original windows are all cloudy after only 9 years. To begin with the agent assigned to my case never initially responded back. Every time there is a delay in response they are always on vacation. I wish I had as much vacation as this company seems to hand out. Finally received my windows around June or July. I asked for a packing list and they would not provide one initially. When I finally received one, One window was broken and they sent a replacement to my house after several unresponsive emails. Soon after I found they only sent me half of my warrantied windows. It’s been 2 more months and I haven’t received the other half of my order. I just discovered they sent them to the wrong address because they sent them to where I had the first order shipped and not to my house where the replacement broken window was sent. If they would have sent them all the first time I would not be going through this ordeal. Terrible company and terrible product.

  

  Business Response

  Date: 11/16/2022

  Our customer service manager will assist in resolving this issue for you.  Please keep in contact with **** ******* until 100% resolution is complete.  

• Initial Complaint

  Date:11/14/2022

  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 3 more windows that have lost their seal and gone foggy in our house completed 4/1/2018. We’ve had a total of 6 go bad now and they’re like this all over the neighborhood. Clearly a substandard product!

  

  Business Response

  Date: 11/14/2022

  Hello - your warranty claim was received yesterday and our customer service team will be reaching out soon to discuss next steps.  Please be assured that will honor any and all verified warranty issues.  Your claim number for reference is ***********

• Initial Complaint

  Date:11/11/2022

  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.

  We purchased two brand new Plygem windows from **** ***** that were under a lifetime warranty. When we went to install the windows, one of them was defective and the window will not close completely. We went to **** ***** and were given instructions to submit a warranty request. We did that at the beginning of May 2022. We were given this case ID: PG-**************. I believe it was in late August or the beginning of September that the company sent out three men to look at the problem. They all agreed that it was a manufacturer defect and the window would need to be replaced. They stated that they would put in an order for the replacement and come back and install it when the window came in. It is now Nov. 10th, 2022 and we still do not have a replacement window. I have called several times and am either told that they haven't ordered it yet but they would take care of that as soon as possible, or no one answers at all and doesn't return my call if I leave a message. We are unable to close the window properly, it's getting very cold and it is unsafe. I would like my window replaced as soon as possible.

  

  Business Response

  Date: 11/15/2022

  Our apologies for the delays.  According to our customer service department, this is now scheduled and confirmed.

  Customer Answer

  Date: 11/18/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint I* ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:11/09/2022

  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.

  Failure to honor warranty:
  On 7/7, 2000 I signed a contract with ******** Window Corp to replace all my home windows. The windows were ordered from ***** ***** ******** *** ** ****** ** ****, NC which is a division of *********** ******** ****** ** ***** *****, VA.
  On 5/06/08 I reported a defective window to ***** *****. They honored the warranty & shipped a replacement.
  In May, 2022 I filed a ***** ***** warranty service request online to report a defect in one of my picture windows. On 5/25/22 I received confirmation ***** ***** Windows by PlyGem had received the request & assigned a case id: PG-**************. On 6/22/22 I received email from PlyGem stating "Your warranty claim is still in the queue to be processed."
  The warranty request form asked for the original order number of the windows order. I called to find where to find this number & spoke with ***** ******. She said it's found on the sticker on the side of each window. I said the picture window can't be viewed from the side as it doesn't open. Not a problem. The sticker on the side of any window will have that number. On 7/29/22 I emailed ***** ****** & attached a sticker photo on the side of one of the windows.
  In August I received an email from ******* ** ***** asking me which order the picture window is on. She noted "The order label sent was 441030.001. That order only has DH windows on it."
  Earlier an agent named ***** located the order number *** *** for these windows. She identified the picture windows & gave me their measurements. On 10/ 21/22 I emailed Ms. ***** noting "Although I received your email that parts to fulfill the warranty claim have been ordered, to date neither I nor my installer have received notification of (when) shipment of the replacement window (will take place). It is now long past the time when the warranty for this defective window should have been honored.

  

  Business Response

  Date: 11/17/2022

  Our customer service team is working with this customer to resolve the warranty complaint.  Our apologies for the delays.

• Initial Complaint

  Date:11/06/2022

  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.

  I built new house in 2021. Windows were supplied by Ply Gem company. About 4 months ago 1 bedroom window and sliding door started to have moisture between the glass. Windows are under 20 year warranty for moisture. I submitted claim with company on 8/11/2022 and placed multiple calls with no answers or help to resolve the problem.

  

  Business Response

  Date: 11/17/2022

  Hello - our apologies for the delay in a timely response to your claim.  Please note that your claim number is PG-******* and it appears that the assigned Claims Manager has reached out.  Parts are on order for a service visit and due to ship out on 12/2.  Upon receipt of the parts, the technician who will be making the repairs will reach out to schedule a convenient time.  

  Customer Answer

  Date: 11/19/2022

  
  
  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:11/03/2022

  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.

  I have an original owner lifetime warranty for glass replacement on my windows. On July 11, 2022 I submitted my 1st claim made in the 21 years of my original home ownership., Most recent claim # given is PG-************** (Ply-Gem changed claim # on my claim, this is explained in my notes below). I do all the calling and they have yet to ever call me back! Everytime I ask “where they are with my claim being processed” I am told they are still reviewing claims from June and to expect to be contacted shortly. Ply-Gem never has given me return contact, except for the one email below (the new claim #)
  07/11/2022 Ply-Gem Claim paperwork completed & emailed prior to 7 p.m. tonight.
  07/15/2022 Called Ply-Gem and he assigned my Claim to Case # PG-**************
  ***** said to call back by this Friday if I have not heard from the person that he assigned my case to.
  07/22/2022 Called Ply-Gem ###-###-####, x311007 or ###-###-#### regarding Claim to Case # PG-**************. Spoke with ***** & he said my local claims person is still reviewing claims from June and she looked at mine while we were on the phone and she will send me an email.
  08/15/2022
  New Claim #:
  *** ******** **** ******** *** ****** #
  Mon, Aug 15 at 8:31 AM
  Thank you for contacting Ply Gem Service Solutions.
  Your warranty request has been received. Please note, we are experiencing a high volume of requests, which may delay our response. We will be in touch as soon as is possible. If you have any questions or concerns, please feel free to contact us. Please reference Case # PG-**************?.
  Thank you for your business!
  Ply Gem Windows
  Cornerstone US Windows Group
  09/13/2022 Called Ply-Gem to check on my claim status. The gal I spoke with called local rep that is working on my case and she is still doing June claims. She is to leave voice mail on my phone if I am not available when she calls…. Hopefully in next couple of weeks?
  

  

  Business Response

  Date: 11/03/2022

  Our claims team is in contact with the customer to resolve this warranty issue.

  Customer Answer

  Date: 11/04/2022

  
  
  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:10/26/2022

  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.

  Hi,
  
  The problem is that I did an order for a Double slide door with this company via The **** ***** store and I wait the time they gave us to be delivery to the store and when it arrive and I went to pick up and it have some imperfections from manufacturign some pieces star to loosen, So the store ask for a replacement and it supposed to take some days to arrive. In octuber 18, they say that it will be on 3 or 4 days to the store, and for octuber 22 they say that it is delayed and will be delivery on octuber 31, Is the third month since I maked the first order and I'm still waithing for my door,It is not the first time I have some issues with this company but now Im tired of it and is affect me directly aprt of that we start now with some cold days and raining days and I dont have my door installing.I really hope have good news in the next days and have my door ready to install. Thank you.

  

  Business Response

  Date: 10/27/2022

  Good Afternoon,

  Please see the attached as we sent the Door out on FedEx today the tracking number is *************

  Thanks,

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

  Customer Answer

  Date: 11/01/2022

  
  
  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. I hope everything going well, But if the door come wrong or isn’t the same order I did, I will have to do a new complaint.
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:10/17/2022

  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.

  On 10/10/2021 I placed an order for 12 replacement windows thru **** ***** sales representative, **** ******, order (# ********* ********)of ****** installation Service . March 10th of 2020 the windows were finally installed. At that time I called **** ****** told him I was not happy with the windows, stating that some of the window frames were bowed, I brought this to the attention of the actual installer, he tried to remedy the situation by putting in more screws, it did not help.
  **** ****** visited my location and took pictures of the problem to send to ********, at that time I pointed out to **** that some of the corner welds were sloppy and some were not completely welded. I also pointed out that there was excessive silicone around most edges of the glass and that there was silicone smeared on the center of some of the windows as well. **** copied the emails he sent to ******** to me.
  Of the 12 windows we ordered we were able to use 10, two of the windows were completely wrong, we were compensated for those windows. Our request for adjustments on the other problems have went unanswered.
  Our previous windows had caused major damage to the original window frames and to outside of the home, I had contractors in to repair the damage, if it had not been for the $28,000.00 cost to repair the house I would have refused the windows, using the old windows was not an option.
  I believe these windows are substandard if the window frames are easily distorted in shipping and installation these are not high quality windows.
  In my opinion the supervision of quality control and production was nonexistent.
  I’m looking for a fair monetary adjustment to my **** ***** account, the total amount of the windows was $8,359.57.
  I have been in contact with **** ****** numerous times about this situation, it seems ******** has ignored all his correspondence about this matter.

  

  Business Response

  Date: 10/26/2022

  ***** ****** has been assigned this claim and will work toward a resolution with the customer.