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:04/30/2025

  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.

  Filed warranty claim with Cornerstone Building Brand on Feb 25, ************************************************* regarding the claim and I have unable to locate any contact information to reach out to the company regarding the claim.

  

  Business Response

  Date: 05/01/2025

  Mr.*******,
  
  We sincerely apologize for any inconvenience caused by the delay in your warranty process. Our team has been in touch with you today to confirm that your warranty has been successfully validated and processed. Additionally, a service appointment has been scheduled for May 12th between 8:00 AM and 12:00 PM.
  
  If you have any questions or need further assistance, please dont hesitate to reach out.
  
  Thank you.
  Cornerstone Building Brands

• Initial Complaint

  Date:04/24/2025

  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.

  My house was built in 2020, and I had Plygem windows installed throughout my house. Within the 1st year of moving into my home I noticed one window was foggy or filling with a gas film. The problem was reported to Plygem, but we never heard anything back from the company. We are now in 2025, and there are approximately 8 windows that are foggy, throughout my house. Plygem has been contacted several times. Most previously, we spoke with someone at ****** that told us that they would send us parts to replace the windows, which meant that I would have to find someone that could fix the windows using the parts, instead of replacing the windows and using our warranty. We were told 4 to 5 years ago that these windows would be replaced, and here it is, 2025, and our windows are still fogged and stained.

  

  Business Response

  Date: 04/24/2025

  Ms. *****,

  Thank you for reaching out regarding the issues with your windows. We understand your frustration and sincerely apologize for the challenges you have faced. To assist you more effectively, could you please provide us with some additional information.
  
  Could you please share the following details:
  - Original Case Number: If you have a reference number for the original case, please include that.
  - Details from the Original Installation: Any relevant information from the installation, such as the date, or who performed the installation.
  - Representative Information: If a representative promised to send you parts, please share their name or any details.
  
  Once we have this information, we will be able to address your concerns quickly and effectively.
  
  Sincerely,
  
  Cornerstone Building Brands

• Initial Complaint

  Date:04/23/2025

  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.

  We purchased a new home that came with a ten year warranty for windows. All of the windows have failed and need to be replaced. We had filed a warranty request a couple of years ago to replace 4-5 windows and received the windows shortly after. Two years later we had four more windows in need of replacement, however were told that the policy changed since our last request and we are now responsible for shipping. The shipping cost is $100 per window. I find this change unreasonable, especially since the windows continue to fail even after being replaced. Shipping costs were never part of the initial agreement when we purchased our home from ****** ********.

  

  Business Response

  Date: 04/28/2025

  Mr.******,
  
  Thank you for reaching out to us. We want to assure you that we are committed to providing you with the best service possible.
  
  We are pleased to inform you that we have waived the shipping fee and your order, number *******, has been successfully placed and is scheduled for shipment on May 8th.
  
  If you have any further questions or concerns, please dont hesitate to reach out.Were here to help and want to ensure your complete satisfaction.
  
  Thank you.
  Cornerstone Building Brands

  Customer Answer

  Date: 04/28/2025

   
  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:04/14/2025

  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.

  I reached out with the window warranty department and they after months of back-and-forth emails said they had all the information needed to send me my replacement windows. I had already paid $300 on February 16, 2025. I was emailed stating they DID receive my payment. On March 14th I received a new invoice stating my 30 days of quote was expired and the new cost of windows was now $506. I really didn't care the quote went up I just wanted the windows, but I wanted my $307 credited. I called, emailed left messages with every person I could reach out to, and no one has contacted me back. Now it's 4/13/25 and I received another email stating that that invoice was also outdated, and I would have to start the warranty process all over again.

  

  Business Response

  Date: 04/18/2025

  Ms. ************** sincerely apologize for the delays and confusion you experienced throughout your warranty process.
  To address the situation, your $300 payment has been refunded. Additionally, your replacement orders have been processed under Order Numbers #********, #********, and #********. These orders are scheduled to ship out on April 25, 2025.
  We appreciate your patience and understanding, and we are committed to ensuring the rest of this process moves forward smoothly. If you have any further questions or need additional assistance, please dont hesitate to reach out.
  Thank you,
  Cornerstone Building Brands

• Initial Complaint

  Date:04/08/2025

  Type:Sales and Advertising 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.

  This all started back on October 19, 2024 when I submitted a warranty claim to ***lace two window panes with Ply Gem. I then paid for my portion on October 30, 2024. Received a confirmation of payment on November 1, 2024. They stated windows would be there in 2 to 4 weeks. No follow up from the company with any shipping information or a tracking number from *****, which they apparently use for shipping. ***** always provides tracking numbers for their shipments. I then had to call the company and my first ******** service *** was no longer with the company. I had to start all over with another *** who stated on December 26, 2024 that the windows were apparently damaged in transit with ****** Yet......no notification to the ******** about any of this. Only left for the ******** to follow up. Somehow the original order just disappeared because the new *** had to reorder windows again under a completely different order number now. I went through at least 3 ***s before this last one. She then reordered the windows again on February 23, 2025. Stated to give it 2 to 4 weeks. Well guess what........5 to 6 weeks went by and yet again, I had to contact Ply Gem. Do you think my *** would respond by email or a phone message left for her......no....I had to discuss all of this again with another ***. ** stated that the windows were damaged again from *****. Still no tracking number was provided on February 23, 2025 and no notification from Ply Gem that the windows were damaged. I had to follow up and they now State the windows have been reordered yet once again. At this point, over 6 months being involved with this company and they have my money and I still have nothing to show for it.....is incredibly unprofessional, frustrating and feels like I have been scammed. I would 100% never work with this company or buy their windows ever again.

  

  Business Response

  Date: 04/10/2025

  
  Ms. ********,
  
  We sincerely apologize for the repeated delays and lack of communication youve experienced throughout your warranty process. We understand how frustrating this has been and appreciate your continued patience.
  
  To resolve the matter, replacement glass has been reordered as of April 8, 2025. Our team is working closely with the plant to expedite the order, and the glass is expected to ship by Monday, April 14. Additionally, we are refunding the $80 shipping and handling fee you previously paid.
  
  We regret the inconvenience this process has caused and are committed to ensuring you receive your replacement as promised. If you have any further questions, please dont hesitate to reach out.
  
  Thank you,
  Cornerstone Building Brands

  Customer Answer

  Date: 04/12/2025

   
  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:04/03/2025

  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 closed on our house in October 2021. The windows provided by PlyGem through Cornerstone Building were defective.The claim was submitted before closing and it took until Fall 2023 to get all of the windows that were defective replaced (only 3 windows in the entire home were not defective) and they sent defective windows to replace defective windows.There were many customer service issues on their end during this time (lost shipments, broken windows, defective glass) but it was finally able to be closed out. This past November 2024, I noticed we were having the same issues with the windows that we had before. I submitted a claim for 3 windows and after multiple attempts I was contacted by email that I needed to pay for shipping and installation. I emailed that I didnt want to keep paying if the windows were going to continue to be flawed. During the wait, 4 more windows have become defective. I asked for someone from the company to come look at what was going on and no response. They closed out my claim and no one answers the phone or returns calls or emails. I should not have to keep having windows replaced at my expense when there is clearly something wrong with their windows and the level of customer service is horrible.

  

  Business Response

  Date: 04/07/2025

  Ms. **************** you for bringing your concerns to our attention. We sincerely apologize for the ongoing issues you've experienced and understand your frustration.
  To address your most recent claim, weve created a new case (PG-2984888-X4C8Z4), waived the shipping and handling fee as a courtesy, and have placed the order for your replacement parts. Our team has sent you an email confirmation and will follow up with the estimated ship date as soon as it becomes available.
  We appreciate your patience and are committed to ensuring this matter is resolved. If you have any additional questions or need further assistance, please dont hesitate to reach out.
  Thank you,
  Cornerstone Building Brands

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23153652
  
  I am rejecting this response because: I have communicated with the *** handling my claim, and my request still has not been answered. My concern is that I keep having more windows go bad and I would like to have someone come and look at them. The original three windows that were on the claim have been sent but the measurements for one of them say roughly . What am I supposed to do with that if it doesnt work? Keep going back-and-forth? What about the other windows that have gone bad since then? I do not want to have to keep going back-and-forth and paying delivery fees and installation which is expensive for windows that are going to keep going bad. I would like to be contacted by management or a *** in the area that can get a resolution.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/14/2025

  Ms. **************** you for your continued feedback and for sharing your concerns. We understand your frustration and want to assure you that your claim has been escalated for further review.
  At this time, members of our management and quality teams are involved in evaluating the situation, including your concerns about additional windows showing signs of failure and the accuracy of current measurements. A local representative will be reaching out to you within 35 business days to discuss the next steps and determine the best long-term solution.
  Additionally, your original order was scheduled to ship from our *****, ** plant on April 9, and we are working to obtain tracking information to share with you.
  We appreciate your patience and are committed to addressing this matter thoroughly.
  Thank you,
  Cornerstone Building Brands

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23153652
  
  I am rejecting this response because:

  I am waiting until the issue has been resolved.  The business has followed though so far on what was mentioned in their response. I am satisfied with the progress that has been made since filing the complaint but I am hesitant close out the complaint until the windows are completed.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/01/2025

  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.

  windows were installed on april 2024. have a warranty claim #PG-2700631. have been getting run around from company wont call me back or email me back the installer they hired is leaving company april 11 th i have been trying to get my 2 windows replaced for months they had **** ***** come out on 12 16 24 installed one window that is worse then the one that was taken out. **** ***** said they orderd 2 new windows on or about 12 16 24. it is now march 31 2024 no window now the installer is leaving. they keep telling **** ***** they will be in in about 3 months no windows this has been on going from 12 16 2024. i am not ok with this at this time. i would just like to get a refund so i can get other windows installed. no call back from Dawh **** ************ or *** mcChcheon ************

  

  Business Response

  Date: 04/07/2025

  Mr. ******************* you for reaching out and sharing your concerns. We understand how frustrating this experience has been and apologize for the delays you've encountered.
  Our team has been in contact with you and continues to actively manage your case. The replacement glass is currently on order, and a new work order has been assigned to ******************. The glass is expected to arrive during the week of April 21, 2025.
  We also want to assure you that our team member, **** ****, has spoken with you and confirmed she will follow up with you weekly until this issue is fully resolved. We are committed to seeing this through and appreciate your continued patience.
  If you have any further questions or concerns, please dont hesitate to reach out.
  Thank you,
  Cornerstone Building Brands

  Customer Answer

  Date: 04/08/2025

   
  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,
  
  **** ********* for know if they don't take care of this i will ask for more help. thankyou ****

• Initial Complaint

  Date:03/24/2025

  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.

  I contacted Ply-Gem Windows representative *** ******* on December 18, 2024. I sent him all pictures and tags to replace a broken window in our ******, ** home. He confirmed he received everything he needed to get my replacement window pane. It is now March 22, *********************************** 3 months. He doesnt return my calls or my emails. His contact information is *** ******* Cell# ************ Email. **********************

  

  Business Response

  Date: 03/27/2025

  Mr. ****************** you for bringing this matter to our attention, and we apologize for the lack of communication you experienced. We understand how frustrating this delay has been, and we appreciate your patience.
  Although your window is outside of the warranty period, we are sending the replacement top glass as a one-time accommodation. Please note that labor is not included. Your order has been processed under Order #*******, with an estimated ship date of April 10, 2025.
  If you have any questions or need further assistance, please dont hesitate to reach out.
  Thank you,
  Cornerstone Building Brands

• Initial Complaint

  Date:03/20/2025

  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.

  ******** Windows - Cornerstone Building Brands came and installed a defective door on my deck. Never once did the door work properly. They are replacing the door under warranty. The issue is, we let the company know that the door was defective December 28th 2024. We are now approaching the end of March. They have sent us ONE email through this process and since that email it has been almost another week. Im so frustrated as the door lifts off the tracks and slams back down. Im extremely scared that my babys toes or fingers will get caught in the door. I have to use quite a bit of strength to open the door sliding, door. It lifts instead of slides and slams down. I never write negative reviews but its seems like they just took the insurance money and gave us the absolute base model defective door and left us hanging until its convenient to them to fix this. They said theyd send a tech to come and inspect the door so its just another step we have to wait on. December to March is absurd.

  

  Business Response

  Date: 03/27/2025

  Ms. ***************** you for your feedback, and we sincerely apologize for the delays and frustration youve experienced throughout this process.
  Were pleased to confirm that service was completed on March 25, 2025, and no replacement parts were required.
  If you have any further concerns or need additional support, please dont hesitate to reach out.
  Thank you,
  Cornerstone Building Brands

• Initial Complaint

  Date:03/18/2025

  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 have PlyGem windows from this organization that are under warranty. on 2/16/2025 We submitted a warranty request because a number of our windows have bad seals, gas filling the glass, and wind coming through the windows (these are only 3 years old). On 2/18/25 ****** responded that it will be $75 inspection fee with no other information. I notified them I was ok doing that and requested to schedule. I got no response. I inquired again on 2/24/25 and again I was told that I needed to pay $75 for an inspector to come out, to which I responded I was ok to pay that and would like to schedule. I did not hear back, so on 2/26/25, I inquired again about scheduling; I was told that I would receive a link to make the payment and that I must pay before I could schedule. on 3/5/25 I finally received the link to make a payment. I made the payment on 3/9/25 and have not received a response back for scheduling the inspection or updates on my request. I called, and a woman named "******" told me that someone from customer service would call me that day to schedule. No one has called me. I sent additional emails requesting to schedule, but no one has responded. I have tried calling, but now no one will answer the phone or return my calls. I sat on hold for 30 minutes waiting to talk to someone and no one picked up. I would like the warranty honored and addressed. I paid money for the windows and for an inspection that they have not scheduled.