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

  
• 

  Silver Line Building Products LLC

  1 Silverline Dr North Brunswick, NJ 08902-3397

• 

  Silver Line Building Products LLC

  207 Pond Ave. Middlesex, NJ 08846

• 

  Plygem Siding Group

  4500 Early Rd Rockingham, VA 22801-9792

• 

  Harvey Building Products

  10 Turnpike St West Bridgewater, MA 02379

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:08/14/2025

  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.

  We purchased ******** Windows for our entire house through a promotion by ********** in 2004. Up till now we have been satisfied with the windows. At the time of purchase we were told that the windows had a life time warranty. In July of 2025 we submitted a claim online for our front window which is now damaged due to seal pack failure. The manufacturer has advised us the they cannot process the claim because we need a photo of the bar code on the window. Truthfully I have never seen this sticker with a bar code on the windows. The only sticker that is on the windows is a sticker from **** Certification program.. So now this so called "lifetime warranty" does not exist if one does not have that bar code. In spite of sending them all the contract information of the windows, proof of purchase, payment and labor and details of the window that appear on the contract. I'm am truly frustrated about this. If this label was so important, they should have engraved it on the windows. The other stickers that came with the windows are there. This is truly a scam to take advantage of people. This company should be more transparent. The windows are theirs, why cant' they own up to that. The sticker from **** states clearly that the window manufacturer is ********. On top of that, they won't pay shipping, installation or labor. I can't pay for this window. I live on SS income only. This is so unfair. I bought these windows when my husband and I were working because of the warranty. I hope you can help.

  

  Business Response

  Date: 08/20/2025

  Ms.*******,
  
  Thank you for reaching out and sharing your concerns. Our customer support team has sent you an email requesting a photo of the label for verification. Could you please check your email inbox, including your spam or junk folders, for this message? We also recommend checking other windows in your home, as the warranty label may be located on a different window.
  
  If you haven't received the email or need further assistance, please dont hesitate to contact us.
  
  Thank you.
  Cornerstone Building Brands

  Customer Answer

  Date: 08/26/2025

   
  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:08/14/2025

  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.

  We had a window fail on our second home which is 348 round trip miles from our primary home. We have made 7 trips and taken at least 7 days off work to meet installer of the new window. We have never canceled on them and have been there every time an appointment was set. Each time there is some reason why they can't install new window, the window was made incorrectly with crooked grids, the window was not the right thickness, they can't find the window in the warehouse etc. We have been at the location each time and they either show up onsite, I believe five times, and can't do it or we get a call that morning they can't come because window can'y be located. The last time they came they stated they couldn't safely do it off ladders and needed scaffolding. At least three other times the installers got up on ladders to start the install before they discovered problems with the window. One set of installer had the window ready to pull when the discovered the new window was the wrong thickness.The company is now saying they can't do it and offered me $271 buy off and I could hire a local company to replace the window. I told them that is unacceptable then they just came back saying they would drop the window off to a window company and we can pay them to install it.This has been going on before COVID I have traveled 2436 miles for these appointments spent almost $600 in gas and have taken 7 days off work I am into this for almost $6000.Again we have shown up for every appointment the day and time arranged and have never canceled.This is one of the largest building supply companies and they can't seem to get it right and it's now our problem to make it ******** you can see we need your help.

  

  Business Response

  Date: 08/25/2025

  Mr.*****,
  
  Thank you for bringing this to our attention. We want to assure you that our technicians are reaching out to you to coordinate a convenient time for the service appointment and complete the necessary repairs.
  
  We appreciate your patience and if you have any further questions or need additional assistance, please don't hesitate to contact us.
  
  Thank you.
  Cornerstone Building Brands

  Customer Answer

  Date: 08/26/2025

   
  Complaint: 23743353
  

  I am NOT rejecting this response.  

  An appointment has been set for 9/12 to do the repair.  

  At this point I cannot say we can resolve the case after 6 failed attempts to get the work done.

  Sincerely,
  
  **** *****

  

  Business Response

  Date: 08/28/2025

  Mr.*****,
  
  We understand that this resolution has been accepted, as a service visit has been scheduled.
  
  Please feel free to reach out to us if you have any further questions or concerns.
  
  Thank you.
  Cornerstone Building Brands

• Initial Complaint

  Date:08/12/2025

  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.

  The window panel at my house is broken and it is still under the 5 year warranty, the supplier (ply gem) agreed to replace it under its warranty but the labour portion is not covered. I agreed to pay for the labour fee but they demanded the full payment to be made before they would schedule the appointment to do the work. I feel this is a very unreasonable and uncommon request within the service industry especially construction, if there is material involved I have no problem paying a deposit or even in full amount to cover the upfront cost, but in this case it is just labour and I have never had any service call in the past that would required full payment to be made before any work is completed. Ply Gem is refusing to replace my window panel right now which is still under warranty until I agree to pay in full first.

  

  Business Response

  Date: 08/21/2025

  Mr. ***,
  
  Thank you for bringing your concern to our attention. We appreciate the opportunity weve had to speak with you directly and work toward a resolution. Its our understanding that **** come to an amicable agreement, and we look forward to continuing to serve you.
  
  Should you need anything further, please dont hesitate to connect with our Calgary branch.

  Thank you.
  Cornerstone Building Brands

  Customer Answer

  Date: 08/25/2025

   
  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:08/07/2025

  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 am writing to formally notify you of defective windows installed in my home. The windows in question are manufactured by your company and were installed by the original developer during initial home construction. The property was purchased new in February 21 from **** Homes. Currently my patio sliding window has massive condensation between both panes of glass.I have been informed by your representatives that the defective parts are covered under your manufacturers warranty. However, I was also told that labor is not covered despite the fact that I, as the homeowner, never signed or received any direct contract with your company, nor was I made aware of a labor exclusion at the time of purchase.Under applicable state law, consumer protection statutes, and ********-**** Warranty Act of 1975 I am entitled to receive the full benefit of the manufacturers warranty that accompanies a product regardless of whether I am the original purchaser of the windows, as the warranty runs with the product and not solely with the installer.I am formally requesting the following:1. Written confirmation of the parts covered under your current warranty;2. Labor coverage or assistance, either through your authorized service providers or as a goodwill remedy;3. A full report outlining the warrantys terms, exclusions, and coverage as they apply to my situation.If labor is not covered by your standard warranty policy, I request you consider resolving this matter in good faith by offering labor support, cost sharing, or providing a certified technician at reduced cost especially as no opportunity was given for me to negotiate terms prior to purchase or to decline this warranty. Shipping has been offered to be covered but not Labor. Should this issue not be resolved cooperatively, I reserve the right to pursue further remedies under state construction defect statutes and consumer protection laws.Sincerely,******* **********

  

  Business Response

  Date: 08/19/2025

  Mr.**********,
  
  Thank you for reaching out and giving us the opportunity to address your concerns. As a one-time courtesy, we will proceed with ordering the replacement glass and will also send a technician to replace the sliding glass panels at a scheduled time.
  
  If you have any further questions or need additional assistance, please dont hesitate to contact us.
  
  Thank you.
  Cornerstone Building Brands

  Customer Answer

  Date: 08/19/2025

   
  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.

  Will this new slider have the standard 1 year warranty for labor cost?
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:08/06/2025

  Type:Delivery 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 ordered twelve (12) Eastern Architectural Systems impact windows through American Made Windows of *************** on 07 October 2024 and paid a deposit of $7576.50. I was told that the estimated ship date for my new windows would be the first week of January 2025 (+/-12 weeks). It has now been 10 months (+ 40 weeks) since the windows were ordered. The estimated delivery date has shifted eight times and they have still not manufactured and shipped the windows. The excuses that we have been given through the install company for the delays have ranged from company was bought by larger company, workmen are on strike due to not being allowed to wear shorts to quality control issues with the glass. My impact windows are being purchased through the My Safe Florida Home Program which has a twelve-month timeline so I do not have the luxury of waiting over a year for my windows to be manufactured. I have been in communication with the install company who continues to tell me that the ship date has once again been delayed. I sent multiple emails to Eastern Architectural asking for assistance or a better explanation of why it was taking over ten months to receive my windows with no response.

  

  Business Response

  Date: 08/20/2025

  Mr.*****,
  
  Thank you for reaching out. We want to clarify that at Eastern Architectural Systems (EAS), an order is only considered valid once we receive the required deposit from the dealer of record.
  
  For your project, order V2RMY2 became official when American Made Windows submitted the deposit to us on June 24, 2025. We then manufactured and delivered your order on August 14, 2025, which aligns with our typical lead time of about six weeks.
  
  Any earlier dates or expectations you may have been told were provided by the dealer before the order was officially placed in our system. Once the deposit was received, we proceeded with manufacturing and delivery according to our schedule.
  
  Please note that we communicate with homeowners through the dealer, as they are our primary point of contact. We have asked American Made Windows to continue working with you directly to address any remaining questions or concerns.
  
  Thank you for your understanding.
  
  Cornerstone Building Brands

• 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:07/21/2025

  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.

  I bought my house in May 2005. The builder at the time was **** ****** and the windows were installed by ********. It was part of their silver line. We had a warranty on the windows when ******** owned the company I was able to get my windows replaced or repaired. The last contact I had with ******** was back in 2018. I recently realized that I have a few windows that need to be repaired and call ******** who instructed me to call ply gem . I send a request . I heard back from ****** ***** buildings brand. The young lady indicated that I would have to give her the original contract or the window measurement. Igave her all the information that I possibly had and she said that that would not work and that they dont come out to do any or measure the windows. Theyre just mail the windows out and youre responsible for fixing them yourself. That is not acceptable for me. I need my windows repair under my warranty and that should be someone comes out doing an assessment measure the windows and someone comes out to install the windows. Thank you very much.

  

  Business Response

  Date: 07/22/2025

  Ms.******,
  
  Thank you for contacting us and giving us the opportunity to assist with your concerns. As a one-time courtesy, we will be sending a technician out to take measurements. Our claims representative will use these measurements to process your order. The technician will contact you to schedule a convenient time for the visit within the next 2-3 weeks. We appreciate your patience as we work to resolve this matter.
  
  Thank you.
  Cornerstone Building Brands