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

  
• 

  Simonton Windows

  5300 Briscoe Rd PO Box 1646 Parkersburg, WV 26105-8125

• 

  Simonton

  3948 Townsfair Way Ste 200 Columbus, OH 43219-7003

• 

  Simonton Windows

  2019 E Monte Vista Ave Vacaville, CA 95688-3100

• 

  Silver Line Building Products LLC

  1 Silverline Dr North Brunswick, NJ 08902-3397

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:05/14/2025

  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.

  1. In 1994, I had my windows replaced with ************************* windows, which had a lifetime warranty (repair or replace) as long as I owned my house. I filed claims several times over the years. EPI always came out to measure, made the new windows, and replaced the damaged ones at no cost to me, per the warranty.Last week, I called the company to discover that Cascade Windows had purchased EPI windows. Since I have one window that needs replacing, I called Cascade Windows which is part of Cornerstone Building Brands to replace the window. I was informed that they will make a new glass window but I will have to pay for the labor to install it. I told them my warranty says repair or replace. It does not say that I will have to pay labor.This morning, an employee of Cornerstone called and came to my house to measure that window (as well as 11 others that are damaged). I told him I wanted to know the cost of labor to replace those windows. He quoted me $800. He also said that Cornerstone changed the warranty guidelines and no longer will replace the windows at no cost to the ************ seems to me that this company should honor my warranty and should replace my windows at no cost to **** will upload a copy of my warranty from 1994.

  

  Business Response

  Date: 05/16/2025

  *********
  
  Thank you for reaching out regarding your warranty concern. I sincerely apologize for any confusion and appreciate the opportunity to clarify the details of your coverage.
  
  You are correct that EPW has been acquired by Cornerstone Building Brands. As a result,your warranty is now covered under the Cascade warranty, which includes the replacement glass. However, please note that this coverage does not extend to labor costs associated with installation.
  
  To support you, we will provide replacement glass for your unit. Please submit the measurements of the glass units along with your dealers name, address, contact person, and phone number. Once we receive this information, we will process your warranty claim and arrange for the replacement glass to be shipped directly to your dealer.
  
  Please do not hesitate to contact us if you have any further questions or need additional assistance.
  
  Thank you.
  Cornerstone Building Brands

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23324990
  
  I am rejecting this response because: this is very unfair!  Cornerstone should honor the warranty I have had with EPI, which covered labor to install the glass as well as the glass replacement windows. Changing the warranty rules seems so unethical and unprofessional.  
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 05/23/2025

  Ms. *****,
  
  After carefully reviewing your concern, we want to clarify that your product warranty covers replacement glass, however it does not include labor costs for removal or installation. This policy has remained unchanged. In the past, Cascade has offered labor coverage that extended beyond the requirements of the warranty;however, such coverage is not guaranteed and may vary depending on circumstances.
  
  We understand how this situation can be frustrating, and we are committed to being transparent while honoring our warranty obligations. We would like to proceed with fulfilling our warranty by providing the replacement glass you need.
  To move forward, please send us the following information:
  
  Measurements of the glass unit
  Name and address of your dealer
  Contact person's name and phone number
  
  Once we receive these details, we will process your warranty claim, order the replacement glass, and arrange shipment to your dealer. We appreciate your understanding, and please dont hesitate to reach out if you have any further questions.
  
  Thank you.
  Cornerstone Building Brands

   

• Initial Complaint

  Date:05/12/2025

  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 purchased a new home and the Windws build moisture with discoloration in between the panes. I have filed three warranties for the same windows and every time, the company request repetative information andimages and then the claim gets closed.Warranty Claims PG-*******-L1Q8N9 PG-*******-W3G2N9 PG-*******-M3C7B6 ************ does not want to warrant their products.

  

  Business Response

  Date: 05/14/2025

  Mr. Quinoens,

  Thank you for reaching out regarding your case. We would like to inform you that your previous case was closed due to non-payment. However, to assist you further, we are reopening your case and placing an order for the necessary materials.

  As a courtesy,we will not be charging you shipping and handling fees. Your new case number is PG-*******, and the materials have been ordered with a scheduled ship date of May 20, 2025.
  
  Should you have any further questions or require additional assistance, please do not hesitate to contact us.
  
  Thank you.
  Cornerstone Building Brands

• Initial Complaint

  Date:05/12/2025

  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.

  I purchased Amerimax windows on 12/4/09. They have lifetime warranty on parts. Cornerstone Building Brands Is currently handling warranty issues. The coil spring window balance broke on one of the windows.I filled out warranty paperwork including sending pictures. This was denied citing this was normal wear and tear and therefore not covered. My reply to them was I disagree with this decision. I am looking at the warranty and it states that it includes all moving parts including the balance. The section on exclusions from warranty does not include this item. We purchased several windows at the same time that are opened and closed more frequently than this one and have not had a this issue.They have not responded. I purchased replacement parts on my own.

  

  Business Response

  Date: 05/15/2025

  Mr.*****,
  
  Thank you for bringing your concerns to our attention. We want to assure you that we are committed to providing you with the best service possible.
  
  Our team recently reached out regarding your concerns and were informed that you purchased the balancers. We will be reimbursing you the amount of $23.61.
  
  Please feel free to contact us if you have any further questions or require additional assistance.
  
  Thank you.
  Cornerstone Building Brands

  Customer Answer

  Date: 05/16/2025

   
  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:05/06/2025

  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 American Craftsman window through ********** Oct. of 2015. A 50 series **** single hung ***** size ***** x ***** color white. Lower sash has already broken seal causing cloudiness. This part is under warranty, but company is charging $50.00 or more shipping fee . This shipping fee defeats the purpose of warranty. We would like the **** replaced without the shipping fee. We should have to pay nothing for a manufacturing defect.

  Customer Answer

  Date: 05/14/2025

  We purchased an American Craftsman window, which is owned by PlyGem / Cornerstone Building Brands. This is the company the complaint was filed against and we would like it to be reopened. Thank you. 

  

  Business Response

  Date: 05/14/2025

  The shipping free is being waived as a one time accommodation.

  Customer Answer

  Date: 05/16/2025

   
  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:05/06/2025

  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.

  Cornerstone bought Plygem Mastic siding. We built a house about 3 years ago using the Mastic Ovation siding. The siding is suppose to have a long warranty. I filled out the forms and was told they had what they needed. I wirked with the person who handles FL warrantys, ******. She will now not return calls or emails to me. All we need is 3 pieces. The old pieces came off at the top and hung there and became mangled. This is the Newport Blue which is a color in their book so should not be a special order. We just need 3 pieces shipped to our house and they will not let me know what is happening. Even if a special order these have a warranty. They wont even ship white ones and paint or just the siding and I would have ******* ******** match the color and paint it myself. The district manager has known about it and he has never contacted us. We had the entire house done in their siding and this is how we are treated. I know they wont put it up (which is another issue since it is a problem with their siding). We have someone who will put it up.

  

  Business Response

  Date: 05/12/2025

  Thank you for reaching out and sharing your concerns with us. We appreciate the opportunity to review your claim submitted on April 7, 2025, along with the photos you provided.
  
  From our review, it appears that the top course of siding on one side has come loose,and the images indicate that this is related to the installation process,particularly the absence of finish trim and punched lugs in the top course,which are necessary in our installation guidelines.
  
  Please understand that our warranty covers manufacturing defects; however, it does not extend to installation-related issues. Proper installation, including the use of finish trim and securing lugs every 6 inches, is important for the best performance of the product.
  
  While this matter falls outside of warranty coverage, we want to support you as best we can. As a goodwill gesture, we have shipped a full carton of siding and finish trim to your address, which was delivered on May 9, 2025.
  
  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: 05/12/2025

   
  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:05/01/2025

  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 have filed a complaint four years after date of purchase in which I had purchased siding from ************** which is Mitten Building Products in ******* and within four years the siding had bleached . I have sent pictures letters to BBB and to Mitten requesting they honour their lifetime warranty and have been denied > I have sent the receipt, pictures of the samples of the vinyl after bleached within four years and the Mitten Warranty which states that Mitten siding guarantees quality and performance I received a response from BBB to send in pictures and then I dont hear one word after that. Unfortunately it has extended to 7 years because I'm waiting for a response

  

  Business Response

  Date: 05/02/2025

  We have responded to Ms. ****** on a number of occasions, and she continues to submit the same complaint. Our response remains the same that we cannot offer a warranty replacement in this case, as the issue does not stem from a product defect. However, if she requires guidance on the best methods for cleaning and restoring the affected areas, we would be happy to provide recommendations.

  Please reference complaint # ******** as she has opened a new complaint instead of continuing with her original. We ask that you remove this new complaint as a duplicate.

  Thank you.

  Cornerstone Building Brands

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23273186
  
  I am rejecting this response because: This is not a matter of cleaning the vinyl, it is obvious that the vinyl is faulty 

  The top half is fine and the other part which is in direct sun has bleached If this was a matter of ten years, but it had bleached in less then 4 years

  Mitten Warranty states that quote "Mitten vinyl siding guarantees quality and performance that will last a lifetime... we've put that in writing"

  Why put a statement as such if you're not going to honour it
  
  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 05/08/2025

  As previously mentioned, after thoroughly reviewing *********** claim, examining the samples provided, and conducting testing, we confirmed that the siding remains within the specified ranges (spec 0.84, 1.01, and 0.93). This indicates that the material itself is not defective.
  
  Our warranty covers manufacturing defects;however, it does not extend to issues resulting from improper maintenance or environmental exposure that has not been managed according to our care instructions. Additionally, we provided supporting documentation, including images of her siding both pre- and post-cleaning at our facility, which clearly demonstrates that the issue is related to improper cleaning rather than a product defect.

  Thank you.

  Cornerstone Building Brands

• 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