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: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.

  I have Simonton Windows that were installed in 2018 with my understanding as having lifetime warranty. The company has previously shipped replacement sashes and parts when I field a claim. On Sep 4, 2022 I received confirmation of another claim I made for a replacement bracket and a sash due to corrosion to the bracket and leaking glass seal. As of today, six weeks later, I have received automated emails citing delays but no one has called and I cannot reach the company on the phone.
  
  Cornerstone Building Brands has purchased many companies and now own Plygem and Simonton, but they have not processed my warranty claim and I have received no email or other communication citing any delays since October 2, 2022.

  

  Business Response

  Date: 10/19/2022

  Order has been placed...our apologies for the delay in response,  Simonton order confirmation #******** eta 2-3 weeks 

• Initial Complaint

  Date:10/11/2022

  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 am a building contractor in *******, Washington. For the first time, I decided to try Ply Gem windows at the advice of a builder friend. I purchase window packages for 3 homes and an ADU in May of 2022. All of the window packages had issues, some minor and some major. I first contacted ***** ******* with the service solutions team on 8-14-2022. He referred me to their online scheduling, of which I made a warranty request for all of the homes. I submitted a request on 8-14-22 and received this response. "Within 24 hours you will receive an additional email containing a Case ID that will be specific to your request. This Case ID can be used to quickly reference information about your request in future communications with Ply Gem Windows & Doors." The same day, I received the case ID from the company, which is PLY GEM CASE ID: PG-**************. On September 15th, I reached out to the Ply Gem warranty dept by phone. I gave them the case ID number and they apologized that I had "slipped through the cracks". My case was escalated, and I was given two new phone numbers to call (************ *** ************), along with an escalation manager to work with (**** *******). As of today, 10-11-22, I have called the number multiple times, and left messages with no return call as no one seems to answer those phones. I have customers moving into these homes that have multiple issues, including shipping damage, missing weep hole covers, misaligned lock pins, improperly installed auto locks, and other issues I generally do not see in my new construction window order from other companies. In 30 years of building homes, I cannot recall a window company not standing behind their warranty like this.

  

  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

   
  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:10/10/2022

  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 bought a new Saussy Burbank home back in 2002 which came with Silverline Windows installed. The windows have a lifetime warranty for original owner, it's stated in the home purchase contract. I've successfully used the warranty coverage about 7-8 years ago to replace about 10 window panes because of fogging. Today I need to replace several more panes (foggy), but when I called Silverline Warranty, they started asking for purchase receipts or pictures of stickers on the windows. I don't have neither - the windows were installed by the builder - no receipts and there are no stickers. There was no need to show any stickers the last time I used the warranty several years back.
  Silverline is refusing to cover the warranty as a result. This is a breach of their warranty contract.

  

  Business Response

  Date: 10/13/2022

  We are sorry that you are having trouble finding the window labels or some other proof of purchase.  Over the years, our policies have tightened up in regard to the warranty.  We do require some proof of purchase to validate the warranty coverage.  Each window that is manufactured in our facilities comes with a label that will identify the product and it's components.  This allows us to know what glass package, tints, etc.  It also lets us know the warranty coverage applicable to the product.  If you are unable to locate any of this, we would have to recommend finding a dealer where the parts can be purchased.  There is a link on our website that will allow you to find a dealer.  *************************

   

  

  Business Response

  Date: 10/13/2022

  We are sorry that you are having trouble finding the window labels or some other proof of purchase.  Over the years, our policies have tightened up in regard to the warranty.  We do require some proof of purchase to validate the warranty coverage.  Each window that is manufactured in our facilities comes with a label that will identify the product and it's components.  This allows us to know what glass package, tints, etc.  It also lets us know the warranty coverage applicable to the product.  If you are unable to locate any of this, we would have to recommend finding a dealer where the parts can be purchased.  There is a link on our website that will allow you to find a dealer.  *************************

   

  Customer Answer

  Date: 10/14/2022

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

  1. I did not purchase windows - the builder did. I have a purchase contract with the builder that clearly states that I have a lifetime warranty for the windows from Silverline as long as I'm the original owner. Back in 2002 the windows did not have any stickers, so there is nothing there.

  2. Requiring me to have stickers, receipts or anything else is a new rule that was never there before. How can Silverline come up with new rules out of the blue? I realize that Silverline trademark has been purchased by different entities over the last 20 years, but my original contract is still in effect.

  3. I have already used Silverline warranty before, about 6-8 years back. Back then Silverline did not require me to have any proof of purchase and sent me the windows after I paid $100 for shipping. They also sent an inspector back then to help me with the measurements of the windows and to verify that they truly have an issue. I still have a purchase order number and email communication trail for that transaction. I also have stickers for those windows that were replaced. Silverline does not even want to look at those. They insist that I provide the labels from the original windows that never had any labels on them.

  Silverline is clearly trying to avoid any responsibility for the defective product that they have produced and guaranteed for lifetime.

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

  Customer Answer

  Date: 10/14/2022

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

  1. I did not purchase windows - the builder did. I have a purchase contract with the builder that clearly states that I have a lifetime warranty for the windows from Silverline as long as I'm the original owner. Back in 2002 the windows did not have any stickers, so there is nothing there.

  2. Requiring me to have stickers, receipts or anything else is a new rule that was never there before. How can Silverline come up with new rules out of the blue? I realize that Silverline trademark has been purchased by different entities over the last 20 years, but my original contract is still in effect.

  3. I have already used Silverline warranty before, about 6-8 years back. Back then Silverline did not require me to have any proof of purchase and sent me the windows after I paid $100 for shipping. They also sent an inspector back then to help me with the measurements of the windows and to verify that they truly have an issue. I still have a purchase order number and email communication trail for that transaction. I also have stickers for those windows that were replaced. Silverline does not even want to look at those. They insist that I provide the labels from the original windows that never had any labels on them.

  Silverline is clearly trying to avoid any responsibility for the defective product that they have produced and guaranteed for lifetime.

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

  

  Business Response

  Date: 10/19/2022

  Please submit your contract with the builder and correspondence from your last warranty claim which may provide us with information to identify your order.  Correspondence can be emailed to ************************************.  Please reference your claim # ********* and BBB complaint #*********  Thank you.

  

  Business Response

  Date: 10/19/2022

  Please submit your contract with the builder and correspondence from your last warranty claim which may provide us with information to identify your order.  Correspondence can be emailed to ************************************.  Please reference your claim # ********* and BBB complaint #*********  Thank you.

• Initial Complaint

  Date:10/10/2022

  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.

  I filed a warranty claim (#PG-**************) with Ply Gem on 9/7/2022 for 2 windows that a licensed home inspector declared as defective due to moisture infiltration between the glass panes. I have called the Customer Service number 4 times (which re-directs to a call center, not staffed by Ply Gem employees) and have been told that 1) no action has been taken on my claim/it is in a queue 2) my claim has been elevated to "priority" status twice 3) someone would personally contact me within 48 hours. The only contact I have received from Ply Gem is 2 auto-generated emails stating that "we haven't forgotten you" and nothing more. I want this warranty claim to be processed by a live person who can give me an expected date for shipment, which should be in the next 30 days. This claim is already 5 weeks old and nothing has been done on it. Please honor the warranty and ship the replacement windows asap. Thank you.

  

  Business Response

  Date: 10/26/2022

  ******* ****** the customer service rep that ordered your parts is attempting to get a better date for shipment and will be reaching out to you to confirm.  

• Initial Complaint

  Date:10/10/2022

  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.

  Brand new home with plygem windows. One window has the seal compromised, 6 months trying to get a warranty claim response with crickets from manufacturer. Started to press the builder and supplier, finally got a response stating they are shipping replacement but home owner is responsible for cost of installation. Receive the replacement window, box has a puncture in it, already know what is waiting for me. Took photos prior to opening, opened box, broken window. Shipping method was pathetic, single wrap of bubble wrap and a cardboard box. Immediately contacted representative who eventually handled initial warranty claim via email with photos, again no response. Called and left message, again no response up to this date.

  

  Business Response

  Date: 10/26/2022

  This was reordered and due to ship 10/19.  Please let us know if not received by end of the week.

  Customer Answer

  Date: 10/26/2022

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

  I received a piece of glass that was entirely to large, aside from literally being just a piece glass.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 11/01/2022

  Your new sash has been ordered on order number ******* with an estimated ship date of 10/19. We apologize for any inconvenience this has caused. Please call ###-###-#### with any concerns.  ***** *****s, CSR.

  Customer Answer

  Date: 11/02/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I received a piece of glass, not a window, and it wasn't even the correct size.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 11/02/2022

  The new order number
  is ******* with a ship date of 11/8 for the correct window under warranty.  

• Initial Complaint

  Date:10/05/2022

  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.

  Hello! I filed a window Warranty Claim PG*************** online on 5/1/22 (all documents/pictures they required were uploaded online) and received the below email on 5/29 and then each month sometimes twice a month total of 8 of the exact same below emails. I emailed customer service on 9/18 with no response to date. I had a previous warranty that was handled quickly so not sure what is happening. It's been 6 months now, not sure how long I am supposed to wait for a replacement window and it's getting colder outside here in northern Michigan. Please help thanks!
  
  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

  

  Business Response

  Date: 10/05/2022

  Hello, we sincerely apologize for the delay in processing your warranty request.  We have escalated your case to high priority and our customer service team will be reaching out to you with next steps within the next 3 business days.  

  Customer Answer

  Date: 10/06/2022

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

• Initial Complaint

  Date:10/03/2022

  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.

  In July of 2022, we filed through Ply Gem website a request for 9 replacement windows due to failed seals. We have had to replace 17 windows due to failed seals from initial installation 7/12/05 too present date. Prior to 2017 we received prompt customer service. From July 2022 to current date I have sent multiple emails with pictures and lengthy explanations and placed multiple phone calls, receiving either no response at all or the initial blanket email is returned requesting pictures and explanation. Ply Gem is NOT addressing the issues. Out of 34 windows at initial installation, 26 have had failed seals. I have asked that a representative be sent out...... never get response. We want the 9 failed windows (glass and sash) sent to us so we can replace them. Customer Service is not working at this company. They do NOT care about the "Dear Valued Customer" at all.

  

  Business Response

  Date: 10/19/2022

  Our Customer Service Representative, ****** Frazier has been attempting to contact the customer for additional information needed to process this warranty request.  Please respond to the emails that she has sent for further evaluation.  

  Customer Answer

  Date: 10/20/2022

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

  We received ONE phone attempt from ****** on 10/10/22 at 9:43 am.  In voicemail she states she would also sent email which never arrived.  We began returning calls to her at ********** *** ****** on the afternoon of 10/10/22 leaving requested information via voicemail (i have a printed copy of voice mail if needed).  We left name, phone number and case number each time called.  I have since sent 2 follow up emails.  I have had no response.  She also requested a business address to ship windows.  The business, as I explained to them multiple times, went out of business.  Prior to 2017, we had the windows shipped directly to our house and expect the same this time.

  Please let me know if you need a copy of the one attempt she has made to reach us.  Thank you!

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

  

  Business Response

  Date: 11/04/2022

  Please note that we did finally make contact with this customer and have submitted the order for her warranty. 

  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:10/03/2022

  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.

  Warranty Claim ***************** 
  Submitted warrantly claim for several windows that have burst seals and several that have low-e coating failures. The claim was submitted in April 2022 and has yet to be discussed and/or resolved. I am losing the energy benefits of the windows each and every day that passes, replacement alone is not an acceptable solution.

  

  Business Response

  Date: 10/03/2022

  Your case has been elevated for priority resolution and our customer service team will be in contact with you this week to discuss next steps as it pertains to the warranty.

  Customer Answer

  Date: 10/03/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I have not yet been contacted, and a call does not resolve the issue.  I will close the complaint when I have been contacted and the warranty request has been accepted and completed. 
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:10/03/2022

  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.

  There is lifetime warranty on my windows. Filed a replacement claim on-line with the company in early April. They didn’t respond for over a month And then acknowledge the claim but said they are delayed in their claims. It is now been six months and I have no acknowledgment that they are actively processing my claim or will actually be doing anything about it.

  

  Business Response

  Date: 10/03/2022

  Our apologies for the delay in processing your warranty.  We have located your request and have escalated to priority processing.  You will hear from our customer service team this week on next steps toward resolution.  

• Initial Complaint

  Date:10/02/2022

  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.

  I submitted a warranty replacement request for a ****** **** Window product which has a lifetime warranty. This request was submitted on 9/18/222. I do have a ****** **** **** ID. Unfortunately, I have not heard back from ****** **** (or *********** Building Brands, or Ply Gem Industries). In the request, I submitted the requested photos of the failed window.
  
  I actually have 5 windows that failed, but the only form does not successfully process a warranty request when adding more than 1 window.
  
  I would like ****** **** (or *********** Building Brands, or Ply Gem) to honor the established lifetime warranty of their products.

  

  Business Response

  Date: 10/03/2022

  The current processing time for warranty is 3-4 weeks.  We do have your request in queue for processing and a customer service rep will email you with shipping details very soon.  Thank you for your patience.