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 Windows

  2019 E Monte Vista Ave Vacaville, CA 95688-3100

• 

  Mitten Building Products & Robertson Building Systems

  5A - 225 Henry Str Brantford, ON N3S 7R4

• 

  North Star Vinyl Windows and Doors

  40684 Talbot Line St Thomas, ON N5P 3T2

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:11/24/2024

  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 are extremely dissatisfied with the quality of Mittens siding and their lack of customer service. We took possession of our home in March 2022, and the siding on the south side has already developed severe streaking and nonuniform fading. This issue is clearly aligned with areas of the greatest sun exposure. Despite providing detailed observations and photos, Mitten continues to blame the issue on "foreign contamination." This explanation doesnt make sense, as no other sides of the house have this issue, except for a small area on the east side, which is showing early signs of the same problem.We have repeatedly requested to speak with a manager, and after two months, no one has followed up with us. This complete disregard for customer concerns is unacceptable. Their so-called lifetime warranty is misleading. Its clear theyll attribute any problem to foreign contaminants to avoid honoring warranty claims.Weve tried cleaning the siding with no success; the streaks are permanent, which strongly suggests an issue with the material or paint quality. Whether this is due to a bad batch or a broader problem with Mittens products, its unacceptable.For comparison, our parents 32-year-old home still has its original vinyl siding, which has held up far better than Mittens product with minimal maintenance. Its evident that Mittens siding does not meet basic durability standards, and their dismissive approach to addressing our concerns only makes the situation worse.We deeply regret choosing Mitten for our siding and cannot recommend them. Their product quality and customer service have been deeply disappointing, and we urge others to be cautious.

  

  Business Response

  Date: 12/06/2024

  Thank you for sharing your concerns with us.
  
  We understand your frustration regarding the fading and streaking on your siding, and we regret that our responses have not met your expectations. While our investigations are thorough and based on industry standards, we understand that our explanation may not have aligned with your observations, and we apologize if this has caused additional frustration.
  
  As noted in our communication to you on October 2, 2024, the sample and information you had shared was evaluated by a Mitten technical representative to determine whether the colour change you are experiencing is abnormal fading, as defined by your warranty, or natural weathering.
  
  Your samples were tested through a third-party certified spectrophotometer following industry standards to measure the colour change. This testing provides a numerical value in Hunter ***** (Delta E) and is calculated according to the **** standard D2244. The Hunter ***** defines how much a colour has changed. When measured, if the sample shows a change in colour that exceeds the Hunter ***** specified in the warranty,this would be categorized as abnormal fading and would be covered under our warranty program. If the sample measures lower than the specified Hunter *****,any colour change is normal and categorized as natural weathering.
  
  Your warranty states that your product is guaranteed against fade of 4 Hunter *****. The samples you provided measured *********: 1.18 DE and 1.15 DE, South Side 2.21 DE and 2.22 DE. As your samples measured lower than the industry standard of 4 Hunter *****, this would be natural weathering which is not covered under our warranty program.
  
  As we shared with you on October 2, there are various natural causes for colour changes that occur at different rates and is not indicative of defective siding.
  
  If youre not satisfied with the results from our testing, we would encourage you to re-send samples from an area of your home experiencing the most fading or discolouration with a reference to your warranty number which is E24012. If we receive the samples within (1) year of this claim, we will re-open it. If the samples are received after (1) year has lapsed, we will require a new warranty form to be filled out.
  
  Thank you for bringing this to our attention, and we hope to work toward a resolution that addresses your concerns.
  
  Sincerely,
  Mitten Building Products

• Initial Complaint

  Date:11/22/2024

  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 my home on 1/25/2019. My claim for plygem (Cornerstone Building Products) for a sliding glass door & 2 windows was approved on 11/13/2024. Received email from ************************************************************************************:Case Number: PG-*******-D3B3X6 Warranty items: 2 door panels, twin window Then in the above email there's a link to pay $300 for shipping. This is outrageous when the warranty states that if there's a crack of the frame, it will be covered under warranty with no charge to the homeowner & $300 shipping certainly is a charge. It's bad enough that ****** expects homeowners to pay to install their defective ********************************************* but to add another $300 on top doesn't seem like much of a warranty. Not to mention I have neighbors who had replacement ********************************************* under warranty and they weren't charged a shipping fee. I've had MW windows replaced under warranty on a different house and they didn't charge a shipping fee. I've tried to contact ***** ********* but she doesn't respond. I have ****************** and on a limited income. This stress is not good for my health and have no idea how I will pay for shipping or installing. Very disappointing to think I've covered my bases by buying a house with this warranty only to find out it doesn't really cover you.

  

  Business Response

  Date: 11/22/2024

  Ms. *************** you for bringing your concerns to our attention. We understand your frustration regarding the shipping fee and the challenges it has presented.
  To resolve this matter, we are waiving the shipping fee for your replacements as a one-time courtesy. Your order will now be processed without any additional charges, and we will ensure you are kept informed throughout the process.
  Thank you,
  Cornerstone Building Brands

  Customer Answer

  Date: 11/22/2024

   
  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. Look forward to receiving the products & appreciate Cornerstone waiving the fee.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:11/18/2024

  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 in our home are failing after only 4 years. Submitted a warranty request (CORNERSTONE BUILDING BRANDS CASE ID: ****************** with no follow up. We need to get the replacement windwos.

  

  Business Response

  Date: 11/19/2024

  Ms. **************** you for bringing your concerns to our attention, and we apologize for the delay in addressing your warranty request.
  We want to assure you that your case has now been assigned and is actively being handled. The necessary replacement parts have been ordered and are scheduled to ship on November 22nd (Order #*******). We have also reached out to inform you of this update.
  We appreciate your patience as we work to resolve this matter.
  Thank you,
  Cornerstone Building Brands

• Initial Complaint

  Date:11/14/2024

  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 claim for windows that no longer appear to hold the temperature, after the claim was submitted, i received a response that tey suggest I caulk around and perform maintenance. The issue is the glass and not caulking. I used a temperature gun to display the difference and basically all the cold is coming from the windows.What I want is either a replacement window panel, or for them to send it to me so I can replace them since they can easily be removed and reinstalled.Or send me the cost for the panels.

  

  Business Response

  Date: 11/18/2024

  Mr. ************** you for reaching out regarding your warranty claim. We appreciate your patience as we worked to address your concerns.
  To resolve your current issue, we are sending one bottom sash at no charge. For the remaining 12 sashes that require replacement, we recommend placing your order through Lowes Home Improvement under warranty. This will help you avoid shipping and handling fees for the additional sashes.
  We hope this solution meets your needs.
  Thank you,
  Cornerstone Building Brands

• Initial Complaint

  Date:11/12/2024

  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 have been communicating with a customer service representative since March of 2024 regarding a warranty claim on a window in my house. This is not the first time I have tried to make a warranty claim, and I was so hindered the first time that I gave up. This time, I have paid for said window replacement but have never received the window. I have emailed consistently these past 7 mos. called and left messages, rarely reaching a person and when I do the connection is so bad we cant talk. Below is the last communication I received on 10/17:I have resent the information to the person that turns the quote into an order to see what happened with the order. Thank you In observance of the Thanksgiving holiday, ****************** US offices will be closed on Thursday November 28th and November 29th.Regards,****** ******* Below is information copied from a July 28th email confirmation and my bank account verifies that the payment was processed on July 29th and my confirmation details are below. Thank you.Customer ID: ***************** Transaction #: ******* Customer #: ***************** Transaction Date: 7/28/2024 10:25:52 AM Invoice #: ****** SQ Name On Card: ***** C ****** Card Type: MC Card #: ************6599 Authorization Code: ****** Amount: $58.97 Tax: $0.00 Status: Sale - Approved

  

  Business Response

  Date: 11/15/2024

  Ms. ************* sincerely apologize for the delays and challenges you have faced with your warranty claim and the replacement window order. We understand the frustration this has caused, and we appreciate your patience as we work to resolve the issue.
  Your new order has been processed under order number ******** and is scheduled to ship on November 19th. We are committed to ensuring that you receive your replacement window and will continue to monitor the progress to avoid any further delays.
  Thank you,
  Cornerstone Building Brands

  Customer Answer

  Date: 11/18/2024

   
  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:11/11/2024

  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 signed a contract with ****** for new Atrium Windows manufactured by this company in June 2023. To this date, a year and a half later, I STILL do not have all of my windows. When the windows were originally installed, 3 of the windows had noticeable hand prints and adhesive smudges in between the panes of glass. One of the windows was replaced 3 times before it was correct. I have 2 more windows that they have replaced 5 times due to manufacturing defects. These 2 windows STILL have not been replaced and every time that I contact the company, I get the runaround. Most recently, the windows were remanufactured AGAIN and shipped to my local Lowes store. Lowes ********************* tell me that the windows were picked up from Lowes on 10-21-2024 (3 weeks ago) and when I call the company that Cornerstone subcontracted to install the windows, they tell me that they're not sure when they will be able to schedule the installation and they do not even know who picked up the windows. Incidentally, the windows are an odd size so I've been told that the manufacturing time is roughly 6 weeks. I spent over $10,000 on new windows a year and a half ago and I want the windows that I paid for. However, getting any kind of response from this company has been impossible.

  

  Business Response

  Date: 11/19/2024

  Ms. **************** you for bringing your concerns to our attention regarding the replacement and installation of your Atrium windows. We sincerely apologize for the delays and the challenges you experienced throughout this process.
  Your service has now been completed, and all outstanding issues have been addressed. We trust that this resolution meets your expectations and brings closure to your warranty claim.
  Thank you for your patience and for allowing us the opportunity to make things right.
  Sincerely,
  Cornerstone Building Brands

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22532061
  
  I am rejecting this response because:

  I purchased windows from this company through my local Lowes store. Several of the windows are damaged. They have been replaced 4-5 times and they are still damaged (fingerprints between the panes of glass). I am unable to get this company to resolve the issue. I paid $11,000 for windows that have fingerprints between the panes.
  
  Sincerely,
  
  ****** Priori

  

  Business Response

  Date: 03/10/2025

  Ms. **************** you for your continued patience as we work to address your concerns.
  Regarding your original warranty case, the final sash replacement was completed by *** in November 2024, resolving the issues identified in that claim.
  We understand that you have recently submitted a new claim (Case #PG-2932493) related to a different order that involves defects in the glass, specifically fingerprints between the panes. On February 27, our team discussed this matter with you and confirmed that this is a separate issue from the previous case. We have since initiated an order for a new glass unit and have created a work order for a technician to complete the service once the replacement glass is ready.
  We are committed to ensuring this matter is addressed thoroughly and will continue to provide updates as the process progresses. If you have any additional questions or concerns, please dont hesitate to reach out.
  Thank you,
  Cornerstone Building Brands

• Initial Complaint

  Date:11/04/2024

  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 the lifetime warranty for my house windows, in the past they have come and checked them, and the ones that were foggy or *****. They replaced for free due to the warranty, I have been dealing with ***** ******, and she is telling me that they will replace the windows, but they will not put them in, she told me I need to pay someone to put them in. That is not how the warranty reads she is adamant that they will not put them in for me. I believe in 2005 and 2015 they have came and measured and replaced the windows that were bad with no issues. So, as you can see, I need a little bit of help, all I want is the two bad windows to be replaced with no cost to me, thank you.

  

  Business Response

  Date: 11/05/2024

  Ms. ****,
  Thank you for reaching out regarding your warranty claim. We understand your concerns about the replacement of your windows and past experiences with installation.
  While your warranty covers the replacement of insulated glass units (IGUs), it does not include labor for installation. In previous instances, installation services were provided in error, and we apologize for any confusion this may have caused.
  To ensure your satisfaction, we are extending a one-time courtesy and will replace and install the final two IGUs. We hope this will fully address your concerns and provide the resolution you were looking for.
  Please let us know if you have any further questions.
  Thank you,

  Cornerstone Building Brands

• Initial Complaint

  Date:10/17/2024

  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.

  Almost every window in our home has failed and we have been trying for over 2 years to get Cornerstone (Prime Windows) to complete the warranty work. In the beginning they were responsive and sent techs out twice but there are still many more windows that need to be replaced. I have called and emailed *******, the WA warranty gatekeeper, more times than I can remember to no avail. She will not email or call back. I have emailed and called her direct supervisor with the exact same results. I have also emailed and called her supervisors supervisor, **** ****** and he too refuses to call or email. I just called and spoke to a receptionist at the corporate office in ** and was given yet another name and email address of ****** **** whom I am supposed to email, but there is no phone number or way to transfer me to him by phone. I am now going to file a complaint with both the ** and WA attorney generals office to attempt to get this waste of space company to follow through with their warranty guarantees and fix each and every failed or failing window.

  

  Business Response

  Date: 10/22/2024

  Dear Ms. **************** understand and regret the frustration caused by the delays with your window warranty claim. The necessary materials have been ordered, with an expected arrival by October 29th to our technician. Youve been updated with the lead times, and were here to assist should you have any further questions or need clarification.
  We will continue to keep you informed as we work toward completing the necessary repairs.
  Thank you,
  Cornerstone Building Brands

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22435841
  
  I am rejecting this response because:  WA warranty lead ******* ***** or ******* or whatever her last name is these days has a long history of ignoring me for months at a time and even though I have received your fairly prompt response with promises to make everything right in a timely manner, history tells me the issues will continue and we will be continuing to try to get all our failed windows replaced same time next year.   You really should replace ******* and everyone else involved in warranty work in ** with people who will actually answer the phone, call you back, respond to emails, send out techs promptly and all the rest of the normal things people representing your company should be doing on a daily basis.  I really have nothing but awful things to say about your customer service.  
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:10/08/2024

  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 an online complaint with Cornerstone Building Brands around June/July 2024 for a patio door window due to fogging/film caused by broken seals, I also provided requested photos and got an email response on August 21, 2024 with a Window warranty REF:032500001584. The customer service woman passed this info to Silver Line representative over a month ago, and I've been ignored since, no response to my follow up emails.Winter is around the corner, there is a draft into my house and this company disregards my complaint?I need a resolution from this company.

  

  Business Response

  Date: 10/10/2024

  Mrs. ************** appreciate you bringing your concerns to our attention and apologize for any frustration this situation has caused. We understand the urgency of resolving the issue with your patio door, especially with winter approaching.
  Upon review of your case, we see that your previous case (PG-2683416) was closed due to a lack of response, as we were missing a valid order number to process your claim. On October 8th, we left you a voicemail requesting this information, and we're pleased to note that since then, our **************** Representative has spoken with you directly. We have now successfully ordered the necessary replacement parts, and we are glad to hear that you are satisfied with the current resolution.
  Should you have any further questions or require assistance, please don't hesitate to contact us at your convenience.
  Thank you,
  Cornerstone Building Brands

  Customer Answer

  Date: 10/11/2024

   
  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. However, it is NOT true that I did not submit photos with my patio door label number to Cornerstone, as requested. On September 3, 2024, Cornerstone emailed me stating that my case had been moved to Silver Line, as it was their product, and that a Silver Line representative will reach out to me. Last time I followed up with Cornerstone was on October 8, 2024 to no avail, since the Silver Line representative had yet contacted me, nobody mentioned any missing additional information from me. *********** representative contacted me after that last email and my complaint with the BBB sent simultaneously. 
  
  Sincerely,
  
  ***** Elena *******

• Initial Complaint

  Date:09/10/2024

  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 contacted Cornerstone Building Brands on Wednesday September 4, 2024 for a warranty claim for a window. I provided all requested documentation requested in the warranty form and received an email confirmation with a Case ID: *****************

  

  Business Response

  Date: 09/10/2024

  Good afternoon, 

  I have left a voice mail at the number provided above ************ including my contact information so I can provide next steps of assistance. Please feel free to reach out to me at your convenience. 

  Thanks, 

  **************************;