Business Profile

Building Materials

Cornerstone Building Brands

Headquarters

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

343 total complaints in the last 3 years.
87 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/28/2025
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 submitted a warranty claim against a Ply Gem window (CORNERSTONE BUILDING BRANDS CASE ID: ****************** on July 1st. Aside from an automated confirmation email that my claim had been submitted I have not received any additional information on my warranty claim and was not even provided any contact information to check the status. Its concerning that there has been no response and no contact information provided. Seems like theyre hoping I just forget about my claim.
Business Response
Date: 08/05/2025
Mr.******,

Thank you for reaching out to us with your concerns. Unfortunately, your warranty has expired, as the one-year coverage for cracked glass was valid only from the manufacture date of 4/21/2016. Therefore, we are unable to process a warranty claim at this time.

If you have any questions or need further assistance, please do not hesitate to contact us directly.

Thank you.
Cornerstone Building Brands
Customer Answer
Date: 08/08/2025

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:07/28/2025
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.
My Job number is ******* and installation date was 12/20/2016. ******** customer service number at (1-************)6/23/2025, I contacted ****** ******** (Sales person who placed order) via email at ***************************** to report an issue with Bay window installed back in 12/20/2016. He forwarded my email to **** L. ***** from Installation team. She quickly discarded my claim just by looking a mere photo I had texted her. 6/26/2025, I had a consultation with a windows installer in *************. He assessed issue inside and outside the Bay window and confirmed that this Bay window is defective and installation was not properly done. Therefore, I was forced to file a claim based on defective manufacture, improper sealing and flashing leading to rain leaks and drafts, which created a huge problem on Bays wooden floor. This issue is getting bigger due to external access of insects and ants coming from external area beneath the Bay window damaged wooden floor. Claim was completed in 6/26/2025. CORNERSTONE BUILDING BRANDS CASE ID: ***************** 7/15/2025, I was contacted by ***** ********** **************. As per his request, I sent several pictures from the Bay window which clearly showed the several damaged areas from outside and inside. He said he would make a recommendation and someone would contact me. Nobody did. I emailed Mr. ********** in 7/22/2025 asking for information. He never replied. I waited until 7/24/25 and called Mr. ********** to get any update. This time, I had to leave a voice mail. He never responded. I have called at ************ and spoke with Tif. She said someone would call me. In 7/24/2025, I called *** who told me someone was going to call me the following day (7/25/2025) Nobody did. Nobody is contacting me and the ants and insects continue to coming throughout the cracks of the Bay window, these animals are making the windows wooden floor even bigger and worse.
Business Response
Date: 08/07/2025
Mr.*******,

Thank you for reaching out and providing detailed information about your warranty claim. We sincerely apologize for the inconvenience this has caused.

We want to let you know that we've taken immediate action to address the issue. A replacement unit has been ordered for you. You should receive the order details soon if you havent already. We truly regret any frustration this may have caused.

Please feel free to contact us if you have any further questions or concerns.

Thank you.
Cornerstone Building Brands
Customer Answer
Date: 08/08/2025

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,

********* *******
Customer Answer
Date: 08/19/2025

Complaint: 23659283

I am rejecting this response because:
I waited for business Cornerstone Building Brands to contact me in reference to my claim. Nobody did. Then, I called them today and spoke with ******. He said the company is still figuring out what they are going to do.
I am very concerned about this business tactic to made me close my complain by offering a replacement of my bay window and now they are not respecting their agreement.
Please advise me what to do about this.

Sincerely,

********* *******
Business Response
Date: 08/21/2025
Mr.*******,

Thank you for your continued communication. A member of our customer support team has contacted you to check if your installer has a preferred location for shipping the complete window.

If you need further assistance, please dont hesitate to contact us.

Thank you.
Cornerstone Building Brands
Customer Answer
Date: 08/27/2025

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 the business is serious enough to resolve this matter this time.

Sincerely,

********* *******
Initial Complaint
Date:07/28/2025
Type:Sales and Advertising 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 built a house in 2018 and a handful of our windows have water stains and moisture! These are under warranty and we had been in touch with plygem (****** ******) some of correct windows were sent and a few incorrect windows were sent. We just want to remedy the windows that are affected, because we are eventually going to sell. I am getting no response from plygem to finish the remaining windows!
Business Response
Date: 08/08/2025
Ms.********,

Thank you for reaching out to us with your concerns. Your case has been assigned to a warranty claims representative who will contact you shortly, if they havent already, to address your concerns. They will assist in obtaining the final materials needed to resolve the issue promptly.

If you have any questions or need further assistance, please do not hesitate to contact us directly.

Thank you.
Cornerstone Building Brands
Initial Complaint
Date:07/22/2025
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.
PG-*******-R9X8T4 they shiped me broken garbage. All I want is that they send a company to pick up there garbage they sent me via *****. *** Ex will not pick it up unless the company calls them. The company refuse to call me back. I am not asking for a lot, just pick up their broken garbage or they can call Got Junk and pay them to pick it up. I have been dealing with ****** at ************ who refuses to call me back for over 2 weeks and ***** ****** Customer Success Representative ************** **********************************************************************************. refuses to help. They sent me a broken window and want me to pay to get rid of it. I have no way to do it and got junk charges a lot. Please help me. One call from you and I bet they pick up there broken garbage ASAP. I don't need any money from them if they just pick up their broken stuff they sent me.
Business Response
Date: 07/28/2025
Mr.********,

Thank you for contacting us and sharing your concerns. We have arranged for a CBB technician to stop by and pick up the broken glass. The technician will contact you directly to schedule a convenient time for the visit.

Please feel free to contact us if you have any further questions or concerns. Your satisfaction is important to us, and we are committed to resolving this matter to your satisfaction.

Thank you.
Cornerstone Building Brands
Customer Answer
Date: 07/29/2025

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:07/14/2025
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.
More than four failed attempts to replace the glass under warranty. Poor coordination with subcontractors - ordered the wrong parts and pieces multiple times. Extremely poor response time
Business Response
Date: 07/21/2025
Ms.********,

Thank you for contacting us and giving us the opportunity to assist with your concerns. Your claims representative ****** has been in contact with you and we have reordered the parts. They are scheduled to be delivered to our technician today.

If you have any further questions or need additional assistance, please do not hesitate to reach out.

Thank you.
Cornerstone Building Brands
Initial Complaint
Date:07/01/2025
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 are the original owner of **************************************************************************** since built on Oregon records. They are trying to tell us this is a commercial property and we have only had family live in since built. They have refused to take my call and discuss with me in person and we sent emails asking to discuss. They keep replying since this is commercial property they will not complete the exchange warranty of the window products. I have provided documentation of ************** we are original owners. We are asking for our Damage windows blown seals to be replaced we would pay for the labor install. We are just asking for the replacement glass of their defective products.
Business Response
Date: 07/11/2025
Mr.******,

Thank you for bringing your concerns to our attention.

Following your recent conversation with our claims representative, your claim was denied because the property is classified as a ********* the time of the *** warranty purchase, rental coverage for the windows was not included. Therefore, once the property was rented out, the warranty became void, even if you recently moved back in after renting it out for several years.

We understand this may not be the resolution you were hoping for, but we remain committed to supporting our customers within the terms of our warranty coverage. Should you have any further questions, please feel free to reach out to us.

Thank you.
Cornerstone Building Brands
Customer Answer
Date: 07/14/2025

Complaint: 23538934
I am rejecting this response for the following reasons:
I have repeatedly requested the company to return my phone calls, leaving five messages without any response.
I have also processed a request through the Better Business Bureau (BBB).
Only family members have resided in this home, and we are the original owners.
If the company had communicated with us, we could have clarified the misunderstanding regarding the residential property.
We would like our defective product to be repaired. From the attached we know they only fix the product and not the labor to instill this is why we are asking $1000.00 for the repairs.
Sincerely,

****** ******
Business Response
Date: 07/22/2025
Mr.******,

Thank you for reaching out. Please feel free to contact our customer support center at ************ with any additional details. This will allow us to assist you more effectively and address your concerns.

Thank you.
Cornerstone Building Brands
Customer Answer
Date: 07/25/2025

Complaint: 23538934

I am rejecting this response because: I spoke with *** ****** in customer support he is updating my info and submitting the follow up to the original claim PG-3097502 EPW - ******* ********. He was unsure what to do. They are suppose to give me a call early next week. But as of today, I have not had a returned phone call with my 5 - 6 messages I have left her and 2 with her manager. Just automated responses from her email. I would like to have my defective product fixed.

Sincerely,

****** ******
Business Response
Date: 07/28/2025
Mr. ******,

We sincerely apologize for the delay in our response. I want to assure you that we have reached out to the claims lead, and they will be contacting you directly to provide a more thorough explanation regarding the denial of your claim.

Thank you for your patience and understanding. If you have any further questions in the meantime, please don't hesitate to reach out.
Thank you.
Cornerstone Building Brands
Customer Answer
Date: 08/01/2025

Complaint: 23538934

I am rejecting this response because: As of today we have not heard from Cornerstone and its still very frustrating. They rather ghost you then deal with real warranty claims. By far worst customer service. They promise and promise and nothing is resolved. Just dragged out.

Sincerely,

****** ******
Business Response
Date: 08/06/2025
Mr. ***************** want to clarify the situation regarding your claim. Despite multiple efforts to explain, you mentioned that you plan to move back into the property and believe this will restore your coverage under the limited lifetime EPI policy,returning it to its previous state. However, it was communicated that warranties, once established, do not change or fluctuate. Since this is a commercial property, the applicable warranty is the one in effect until it expires or is denied. Additionally, coverage may not have been available prior to February 2007.

We also offered to provide replacement glass units through a chargeable order, but you declined, requesting that all costs be covered. After several discussions, we were unable to reach a resolution.

Recently,you submitted claim PG-******* again, expecting coverage from that date. We have verified the property details through an online rental listing, which confirms that the property is a commercial single-family rental home. You can view the listing here: [**********************************************************************].

The reason your claim has been denied is due to the coverage options available at the time. Commercial coverage was not offered prior to February 2007, and although it became available afterward, the coverage would now be over 10 years old. Therefore, regardless of whether the property falls before or after February 2007, it does not qualify for coverage under our policies.

If you have any further questions or need additional assistance, please feel free to contact us.

Thank you.
Cornerstone Building Brands
Initial Complaint
Date:06/30/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased and installed 56 new custom-made Ply Gem windows for our home and 11 (20%) of them have failed. The failures are cracks, broken seals and/or inoperability.
Business Response
Date: 07/08/2025
Mr. ********************** you for contacting us and giving us the opportunity to assist with your concerns. Our Cornerstone Building Brands technician has been in touch with you and has provided assistance to address the operational issues with your windows. Once ******, your claims representative, receives the information discussed, we will proceed with ordering the replacement sashes.

If you have any further questions or need additional assistance, please do not hesitate to reach out.

Thank you.
Cornerstone Building Brands
Initial Complaint
Date:06/23/2025
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.
Purchased $5,000+ of windows and company wont stand behind defective windows that have defects between the two insulated glass sheets Company will not stand behind replacing these defective glasses plus they want to add charges for shipping in excess of $120 and the $300 for installation of their defective glass
Business Response
Date: 06/27/2025
Ms.
Gumpert,
Thank
you for contacting us and giving us the opportunity to assist with your
concerns. We have ordered the replacements, and they are scheduled to ship on
July 2, 2025. As a gesture of goodwill, we’re also covering the shipping cost
for you.

Please note
that, per your warranty, labor coverage is only valid for one year from the original
purchase date and will not be included with the replacement shipment.

If you
have any further questions or need additional assistance, please don’t hesitate
to reach out.

Thank
you.
Cornerstone Building Brands
Customer Answer
Date: 06/30/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23498781, and find that this resolution is satisfactory to me. I am requesting tracking information or a phone call from Cornerstone company rep., giving arrival time and date of the fragile shipment.

Sincerely,

Marta Gumpert
Initial Complaint
Date:06/17/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased our home in 1996 and received a Lifetime warranty for our Vinyltek Windows and doors from ************************* in ******, ********** **************. We have submitted Warranty Claim Forms several times with no response. In January 2024 the local representative conducted a site visit to our home. Our warranty claim ID is **************. We submitted the Warranty claim with supporting documents and photos. Their local representative is doing business as Island Renovations, ****************** In *********, Hi. ************. We have contacted them several times and they have not received any information from the manufacturer about the claim. We are the original owners of the home, and the following windows and doors need to be replaced: kitchen, bedroom, sliding glass door which we are unable to open.
Business Response
Date: 06/18/2025
Mr.
Luengen,

Thank
you for bringing this matter to our attention. It appears that the claim was inadvertently
closed. We will promptly reopen the claim and contact you directly to address
and resolve the issue as quickly as possible.

We
sincerely apologize for any inconvenience this may have caused. Please feel
free to reach out to us if you have any further questions or concerns.

Thank
you.
Cornerstone Building Brands
Customer Answer
Date: 07/07/2025

Complaint: 23477999

I am rejecting this response because:
******* at Cornerstone provided information for sources for replacement parts for which they would reimburse us. The frame of the window is broken and the window crank has ripped out of the frame. Replacement parts will not fit this window. The 4ft by 8ft sliding glass door is double pane and is very heavy. The vinyl styles of the door are flexing away from the glass as it is very difficult to move. The second floor window with the broken hinge is beyond my ability to replace even if I can purchase the correct part. Professional contractors are needed to assess and coordinate identification of replacement parts, purchase and perform installation.

We have provided Cornerstone with pictures and descriptions of the issues from Island Renovations with their Warranty and would like them to honor their warranty. Thank you for your assistance in this matter.

Sincerely,
***** Luengen
Business Response
Date: 07/09/2025
Mr.*******,

Thank you for your patience as we work to resolve this warranty claim.

We want to assure you that we've already taken steps to resolve the issue. We are sending a technician out to replace the defective parts and insulated glass unit. Our claims representative will contact you soon to go over next steps.There's no need to uninstall anything, as the repair can be done without removing the entire product.

If you have any questions or need further assistance, please don't hesitate to contact us.

Thank you.
Cornerstone Building Brands
Initial Complaint
Date:05/29/2025
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.
The right corner of this window has a welding crack, this was verified by ******** window installer **** Eschlimanand another ******** installer back in 2024..I have had numerous issues with them leaking and the windows were compromised and they replaced two windows in 2024. The company that did my construction was ***** Villages Construction owner Mr. ****** ***** (owner)**************, his secretary *****, ************, they will not respond to text or phone calls, last text I received from ***** on 9 May is that she will be in the office Monday and she will contact me.she never called.I spoke to ****** on 7 May about the welding crack in the window and he stated he would check on the status. I have text and call both and neither will respond back.I have a work order that I got and **** said the crack is not my fault but a defect from ******** and that it has been approved and they were just waiting on info from D&D Villages Construction, Mr. ****** I called ***** ****** a few times at ************** to check on status of window and she has not responded.******** installer **** ********* said if I need any info to call her .I am dealing with a ******************** and a window company that doesnt want to help their customer..its not my fault the weld on this window cracked.
Business Response
Date: 06/02/2025
Mr. ****************** you for reaching out to us with your concerns. After examining the work completed at your home, we found that the project was finalized on February 20, 2025. All work has been completed except for one unit, which was found to have a crack in the frame.

D & D was scheduled to discuss this issue with you to determine how you'd like to proceed. We can provide a replacement unit under the warranty; however, please note that installation costs are not covered by the warranty.

Please let us know how you would like to proceed, and we will be happy to assist you.

Thank you.
Cornerstone Building Brands
Customer Answer
Date: 06/03/2025

Complaint: 23389792
I am rejecting this response because:
I appreciate Cornerstone Building response but as I mention earlier D & D Villages Construction, owner Mr. ****** ***** or ***** his secretary will not respond to any of my phone calls or text messages. As the history of the 11 windows I had installed shows that I have had problems before and I believe this is the second time this window needs to be replaced. In November your installer **** ********* and another installer replaced two windows that were compromised. I believe this window leaked earlier and had to be replaced but I don't have the records ***** from D & D Villages Construction does and as mention she will not respond to any inquiry. So what do I need to do since D & D will not respond can I hire another contractor to install the window once it is sent to me....or do I need to hire a ******** installer to be covered under warranty. I paid D & D over $130,000 to build an addition paid them on time and now they won't respond so I don't want to deal with them again.
I believe this welding in this window was cracked when they installed it.....how does a stationary window welding get cracked....we never even go by this window as a plant is in front of it.....I wish you would grant an exception to policy and have your professional install me a new window....I wish I had all the history I have had leaks etc...with these windows since D & D Villages Construction installed these window......but as mention since ***** won't respond....there nothing I can do....
Thank You for your consideration.

Sincerely,

***** ****
Business Response
Date: 06/05/2025
Mr.****,

Were sorry to hear that youve experienced challenges getting a response from your installer. While Cornerstone does have ************* Technicians to assist with repairs on existing windows, our services do not include full window removals or new installations.

You are welcome to use any qualified contractor of your choice to install a new unit, and doing so will not affect your products warranty coverage. Please keep in mind that our warranty does not cover issues resulting from improper installation, so we recommend working with a reputable and experienced installer to ensure the best fit and functionality.

Should you have any further questions or require additional assistance, please do not hesitate to contact us.

Thank you.
Cornerstone Building Brands
Customer Answer
Date: 06/05/2025

Complaint: 23389792

I am rejecting this response because:
Cornerstone customer service, please provide me with information on what I need to do to have this window and frame shipped to my address so that I can hire an installer. Please provide a name, address, e-mail, telephone and reference number for this project who my installer needs to contact so that I can have this done. As mentioned in previous e-mail I am done with D & D Villages Contractors, once they get there money they ignore there customers.
Sincerely,

***** ****

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