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.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/29/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased custom windows through Ply Gem and they arrived Nov. 2021. One of the windows arrived incomplete without trim and wedges hanging out of it to hold the glass in place. I contacted the company on 12/29/21 to alert them of the issue and received an email that it had been received. But, received no further contact. I contacted them again on 4/8/2022 to resubmitted a photo of the defect and the window information required. They have sent 2 vague, generic emails saying "thanks for your patience, we haven't forgotten about you it's still in the queue to be processed. Now it's been almost a year since I received this defective item and there has been no real attempt to actually address the issue. It's under warranty but they aren't honoring their warranty or addressing the problem.
Business Response
Date: 10/10/2022
Our customer service team has reached out and ordered the missing parts. Our apologies for the delay in getting to your request.Customer Answer
Date: 10/13/2022
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:09/28/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Built this home in 2017-18. Had Ply Gem windows installed. In June 2022, had the windows washed and the employee pointed out that several of the windows had failed. I immediately filled out a claim form to Ply Gem and after hearing NOTHING (even an acknowledgement of receipt) I called Ply Gem the first of August and was told that I had to file my complaint to get in the "que". I filed on the computer once again and still NOTHING. We are considering selling our home and want this taken care of for any new buyers.Business Response
Date: 10/03/2022
Your case number is **********. We have asked our customer service team to reach out to you asap on solutions.Customer Answer
Date: 10/03/2022
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:09/28/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
A warranty claim was submitted to PlyGem June 21st, 2022 for the replacement of two defective windows in our home (PLY GEM CASE ID: PG-**************). Since the claim was filed, PlyGem has sent 7 identical (automated) emails stating the following. I am getting concerned that my warranty may run out if they continue to delay the processing of my claim.
"Dear Valued Customer,
We haven't forgotten about you. Please note that your Warranty Claim ***************** 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: 10/03/2022
Our apologies for delays in processing your warranty. We do have your request in queue and have prioritized to be processed this week. Warranty validation is always against the date that we received the request and not the processing date. Thank you for your patience.Customer Answer
Date: 10/04/2022
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:09/27/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Windows were installed by *************************, through the person of ******* ********** ******* ******, which sub-contracted ******* and his team to install the windows.
By the end of installation, most of the windows are not properly functioning and we were advised by ******* ****** and one of ******* ******’ employee (**** ******* ********) that all issues with the windows should be resolved by Ply Gem warranty.
As per General contractor’s advice (******* ******) a claim has been filed with Plygem on 8/16/2022.
Emails have been received from PlyGem advising that Plygem is looking into it, however no claim adjuster has been assigned to claim PG-**************
9/8/22 Talked to Plygem 3rd party customer service (You cannot speak with Plygem directly) ****** and she advise that an escalation would be send out to have an adjuster to call next week
9/21/22 Called again Plygem and spoke with **** and she advise that there is no ETA to have an adjuster assigned to our case and she could not help further, only advise that they are working in assign an adjuster.
Plygem does not have an estimate time to send someone to check the windows and to provide a feedback if the windows have a manufacture defect, windows were not properly installed or otherwise.
The delay in assigning an adjuster is causing monetary loss.
Ply Gem ###-###-####Business Response
Date: 10/03/2022
We apologize for the delay in our response. This claim has been assigned to **** ******r - Claims Manager. He will be reaching out to you shortly with next steps in the resolution process.
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