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

  3948 Townsfair Way Ste 200 Columbus, OH 43219-7003

• 

  Silver Line Building Products LLC

  1 Silverline Dr North Brunswick, NJ 08902-3397

• 

  Plygem Siding Group

  4500 Early Rd Rockingham, VA 22801-9792

• 

  Mitten Siding & Accessories

  70 Curtis Ave N Paris, ON N3L 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: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.

• Initial Complaint

  Date:03/17/2025

  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 submitted a warranty request for my Ply Gem windows on January 25 (case ID ******************. I have attached the confirmation email. I did not receive any response until February 22 (4 weeks later), when I received an email from ***** R ******** asking for a photo of the label showing the order number. I attached this email. On March 13, I replied to this email with the requested label. I attached this email. On March 15, I received an email saying "We havent heard back from you in regard to the additional information that has been requested in previous emails. We hope that the issue has been resolved, but should you still need our assistance, please resubmit your request on our website." I attached this email.I resubmitted the request (case ID ****************** today. I have attached the confirmation email. Based on their response to my original request, I have no reason to believe they will do anything with this request. The initial response took them 4 weeks. Then, they closed my request two days after I sent them my response. It seems like this company has no intention of honoring their warranty. I am contacting the BBB hoping that Ply Gem can respond to the warranty request and honor their warranty.

  

  Business Response

  Date: 03/27/2025

  Mr. **************** you for your continued patience and for providing the necessary information to complete your warranty request.
  We have processed your replacement parts under Order #*******, and the order is scheduled to ship on March 31, 2025. Additionally, we have waived the shipping fee as a courtesy, and our team is working to expedite the order to ensure a timely resolution.
  We apologize for the earlier delays and appreciate your persistence in following up. If you have any further questions or need additional assistance, please dont hesitate to reach out.
  Thank you,
  Cornerstone Building Brands

• Initial Complaint

  Date:03/13/2025

  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 purchased a new home with Ply Gem windows that are under warranty. The Builder provided the information so that I could file a claim due to the seal being corrupt and the glass becoming discolored. This is a common problem with these windows which causes me to wonder if they purposely make it difficult to receive warranty resolution. I filed a claim on 01/18/2025 and received confirmation of the warranty claim on the same day stating that someone from their Solutions Team would be contacting me. On 02/12, I sent a follow up email asking when I would be contacted. On 02/20, Cornerstone sent an email stating it was a reminder of the shipping and handling fees that were provided in a previous communication. I immediately responded requesting they resend the information as I had not received any communication to that effect. On 02/28 I sent another request for the shipping and handling information. On 03/02 Cornerstone resent the same reminder email without the shipping/handling communication. I was extremely frustrated and on 03/09 I sent a third request for the information and advised that I would file complaints if I did not receive a response by 03/11. I received an email 03/12 stating my case was being closed due to lack of response. Unbelievable.

  

  Business Response

  Date: 03/17/2025

  Ms. **************** you for bringing your concerns to our attention. We apologize for the confusion and delays you experienced during the handling of your warranty claim.
  To resolve this matter, we are waiving the shipping charges as a one-time courtesy. Your replacement order has been processed under Order #******* and is scheduled to ship with an estimated arrival date of April 8, 2025. Our team will reach out to you with updates as the order progresses.
  We appreciate your patience and are committed to ensuring this matter is handled promptly. If you have any further questions, please dont hesitate to reach out.
  Thank you,
  Cornerstone Building Brands

• Initial Complaint

  Date:03/11/2025

  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 moved into a new home in December 2020, where the builder installed Ply Gem windows throughout the house. These windows come with a lifetime warranty against defects, which states that Ply Gem will repair or replace any window or door deemed defective, free of charge, including parts and labor. One of the covered conditions is the failure of the seal. Unfortunately, weve encountered this issue with four windows, resulting in permanent fogging on the interior glass due to moisture intrusion between the panes.We promptly submitted a warranty claim, which was approved by ********** ********. However, Ply Gem is attempting to charge us $200 for shipping the necessary replacement components. This is in direct contradiction to the applicable warranty, which makes no mention of any shipping costs for replacement parts.Weve reached out to Ply Gem with our complaint, but unfortunately, they havent offered any solutions to date. We kindly request that Ply Gem ship the required units to us at no cost and replace the windows, as per the warranty terms.

  

  Business Response

  Date: 03/11/2025

  Ms. ****************** you for bringing your concerns to our attention. We understand your frustration regarding the shipping charges and apologize for any confusion.
  To resolve this matter, we are waiving the $200 shipping fee as a one-time courtesy. The necessary replacement components will be shipped to you at no cost.
  We appreciate your patience and are committed to ensuring your claim is handled as efficiently as possible. If you have any further questions or require additional assistance, please dont hesitate to reach out.
  Thank you,
  Cornerstone Building Brands

  Customer Answer

  Date: 03/11/2025

   
  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,
  
  ****** Shavzina

• Initial Complaint

  Date:03/07/2025

  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 purchased windows from Great Lakes Windows in 1998. The reason I purchased from this company is because the ******** stated a lifetime plus warranty. I now have at least nine windows that the seal has broken causing some to look cloudy, others just have moisture between the panes. in contacting the company I am told I have to get the numbers off the sticker on the side of the window, I have to pay shipping and handling. They are only replacing the glass I am expected to remove the defective glass and replace with the new. Which I can't and won't do. So I have to pay someone with the knowledge to do it. I then asked where they were being manufactured and was told it only like a half hour from my house so could I pick them up and was told no. I have to deal with a company in **************, (I guess they bought them out) I don't even know. I just don't get where the lifetime warranty is.

  

  Business Response

  Date: 03/10/2025

  Ms. **************** you for reaching out regarding your warranty concerns. We understand your frustration and appreciate the opportunity to address the issue.
  While your windows are technically outside of the warranty period, we are providing the replacement glass at no charge and have also waived the shipping fees as a one-time courtesy. However, as outlined in the original warranty terms, labor is not included, and any installation costs will be the homeowner's responsibility.
  Please also note that any future glass replacements will be handled on a pro-rated basis.
  We hope this resolution meets your immediate needs, and we are committed to ensuring a smooth delivery process. If you have further questions, please dont hesitate to reach out.
  Thank you,
  Cornerstone Building Brands

  Customer Answer

  Date: 03/13/2025

   
  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,
  
  ***** ******