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

  
• 

  Ply Gem Pacific Windows Corporation

  5001 D St NW Auburn, WA 98001-2415

• 

  North Star Vinyl Windows and Doors

  40684 Talbot Line St Thomas, ON N5P 3T2

  
• 

  Reed's Metals Inc.

  19 E Lincoln Rd NE Brookhaven, MS 39601

• 

  Reed's Metals LLC

  6461 Topaz Ct Fort Myers, FL 33966

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:11/06/2022

  Type:Product 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 built new house in 2021. Windows were supplied by Ply Gem company. About 4 months ago 1 bedroom window and sliding door started to have moisture between the glass. Windows are under 20 year warranty for moisture. I submitted claim with company on 8/11/2022 and placed multiple calls with no answers or help to resolve the problem.

  

  Business Response

  Date: 11/17/2022

  Hello - our apologies for the delay in a timely response to your claim.  Please note that your claim number is PG-******* and it appears that the assigned Claims Manager has reached out.  Parts are on order for a service visit and due to ship out on 12/2.  Upon receipt of the parts, the technician who will be making the repairs will reach out to schedule a convenient time.  

  Customer Answer

  Date: 11/19/2022

  
  
  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:11/03/2022

  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 an original owner lifetime warranty for glass replacement on my windows. On July 11, 2022 I submitted my 1st claim made in the 21 years of my original home ownership., Most recent claim # given is PG-************** (Ply-Gem changed claim # on my claim, this is explained in my notes below). I do all the calling and they have yet to ever call me back! Everytime I ask “where they are with my claim being processed” I am told they are still reviewing claims from June and to expect to be contacted shortly. Ply-Gem never has given me return contact, except for the one email below (the new claim #)
  07/11/2022 Ply-Gem Claim paperwork completed & emailed prior to 7 p.m. tonight.
  07/15/2022 Called Ply-Gem and he assigned my Claim to Case # PG-**************
  ***** said to call back by this Friday if I have not heard from the person that he assigned my case to.
  07/22/2022 Called Ply-Gem ###-###-####, x311007 or ###-###-#### regarding Claim to Case # PG-**************. Spoke with ***** & he said my local claims person is still reviewing claims from June and she looked at mine while we were on the phone and she will send me an email.
  08/15/2022
  New Claim #:
  *** ******** **** ******** *** ****** #
  Mon, Aug 15 at 8:31 AM
  Thank you for contacting Ply Gem Service Solutions.
  Your warranty request has been received. Please note, we are experiencing a high volume of requests, which may delay our response. We will be in touch as soon as is possible. If you have any questions or concerns, please feel free to contact us. Please reference Case # PG-**************?.
  Thank you for your business!
  Ply Gem Windows
  Cornerstone US Windows Group
  09/13/2022 Called Ply-Gem to check on my claim status. The gal I spoke with called local rep that is working on my case and she is still doing June claims. She is to leave voice mail on my phone if I am not available when she calls…. Hopefully in next couple of weeks?
  

  

  Business Response

  Date: 11/03/2022

  Our claims team is in contact with the customer to resolve this warranty issue.

  Customer Answer

  Date: 11/04/2022

  
  
  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:10/26/2022

  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.

  Hi,
  
  The problem is that I did an order for a Double slide door with this company via The **** ***** store and I wait the time they gave us to be delivery to the store and when it arrive and I went to pick up and it have some imperfections from manufacturign some pieces star to loosen, So the store ask for a replacement and it supposed to take some days to arrive. In octuber 18, they say that it will be on 3 or 4 days to the store, and for octuber 22 they say that it is delayed and will be delivery on octuber 31, Is the third month since I maked the first order and I'm still waithing for my door,It is not the first time I have some issues with this company but now Im tired of it and is affect me directly aprt of that we start now with some cold days and raining days and I dont have my door installing.I really hope have good news in the next days and have my door ready to install. Thank you.

  

  Business Response

  Date: 10/27/2022

  Good Afternoon,

  Please see the attached as we sent the Door out on FedEx today the tracking number is *************

  Thanks,

  ******* *******
  

  Customer Answer

  Date: 11/01/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. I hope everything going well, But if the door come wrong or isn’t the same order I did, I will have to do a new complaint.
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:10/17/2022

  Type:Customer Service 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.

  On 10/10/2021 I placed an order for 12 replacement windows thru **** ***** sales representative, **** ******, order (# ********* ********)of ****** installation Service . March 10th of 2020 the windows were finally installed. At that time I called **** ****** told him I was not happy with the windows, stating that some of the window frames were bowed, I brought this to the attention of the actual installer, he tried to remedy the situation by putting in more screws, it did not help.
  **** ****** visited my location and took pictures of the problem to send to ********, at that time I pointed out to **** that some of the corner welds were sloppy and some were not completely welded. I also pointed out that there was excessive silicone around most edges of the glass and that there was silicone smeared on the center of some of the windows as well. **** copied the emails he sent to ******** to me.
  Of the 12 windows we ordered we were able to use 10, two of the windows were completely wrong, we were compensated for those windows. Our request for adjustments on the other problems have went unanswered.
  Our previous windows had caused major damage to the original window frames and to outside of the home, I had contractors in to repair the damage, if it had not been for the $28,000.00 cost to repair the house I would have refused the windows, using the old windows was not an option.
  I believe these windows are substandard if the window frames are easily distorted in shipping and installation these are not high quality windows.
  In my opinion the supervision of quality control and production was nonexistent.
  I’m looking for a fair monetary adjustment to my **** ***** account, the total amount of the windows was $8,359.57.
  I have been in contact with **** ****** numerous times about this situation, it seems ******** has ignored all his correspondence about this matter.

  

  Business Response

  Date: 10/26/2022

  ***** ****** has been assigned this claim and will work toward a resolution with the customer.

• Initial Complaint

  Date:10/17/2022

  Type:Customer Service 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 Simonton Windows that were installed in 2018 with my understanding as having lifetime warranty. The company has previously shipped replacement sashes and parts when I field a claim. On Sep 4, 2022 I received confirmation of another claim I made for a replacement bracket and a sash due to corrosion to the bracket and leaking glass seal. As of today, six weeks later, I have received automated emails citing delays but no one has called and I cannot reach the company on the phone.
  
  Cornerstone Building Brands has purchased many companies and now own Plygem and Simonton, but they have not processed my warranty claim and I have received no email or other communication citing any delays since October 2, 2022.

  

  Business Response

  Date: 10/19/2022

  Order has been placed...our apologies for the delay in response,  Simonton order confirmation #******** eta 2-3 weeks 

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a building contractor in *******, Washington. For the first time, I decided to try Ply Gem windows at the advice of a builder friend. I purchase window packages for 3 homes and an ADU in May of 2022. All of the window packages had issues, some minor and some major. I first contacted ***** ******* with the service solutions team on 8-14-2022. He referred me to their online scheduling, of which I made a warranty request for all of the homes. I submitted a request on 8-14-22 and received this response. "Within 24 hours you will receive an additional email containing a Case ID that will be specific to your request. This Case ID can be used to quickly reference information about your request in future communications with Ply Gem Windows & Doors." The same day, I received the case ID from the company, which is PLY GEM CASE ID: PG-**************. On September 15th, I reached out to the Ply Gem warranty dept by phone. I gave them the case ID number and they apologized that I had "slipped through the cracks". My case was escalated, and I was given two new phone numbers to call (************ *** ************), along with an escalation manager to work with (**** *******). As of today, 10-11-22, I have called the number multiple times, and left messages with no return call as no one seems to answer those phones. I have customers moving into these homes that have multiple issues, including shipping damage, missing weep hole covers, misaligned lock pins, improperly installed auto locks, and other issues I generally do not see in my new construction window order from other companies. In 30 years of building homes, I cannot recall a window company not standing behind their warranty like this.

  

  Business Response

  Date: 01/04/2024

  Our records indicate that this claim was closed. If issues remain, we are happy to assist.  

  Customer Answer

  Date: 01/05/2024

   
  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:10/10/2022

  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 have bought a new Saussy Burbank home back in 2002 which came with Silverline Windows installed. The windows have a lifetime warranty for original owner, it's stated in the home purchase contract. I've successfully used the warranty coverage about 7-8 years ago to replace about 10 window panes because of fogging. Today I need to replace several more panes (foggy), but when I called Silverline Warranty, they started asking for purchase receipts or pictures of stickers on the windows. I don't have neither - the windows were installed by the builder - no receipts and there are no stickers. There was no need to show any stickers the last time I used the warranty several years back.
  Silverline is refusing to cover the warranty as a result. This is a breach of their warranty contract.

  

  Business Response

  Date: 10/13/2022

  We are sorry that you are having trouble finding the window labels or some other proof of purchase.  Over the years, our policies have tightened up in regard to the warranty.  We do require some proof of purchase to validate the warranty coverage.  Each window that is manufactured in our facilities comes with a label that will identify the product and it's components.  This allows us to know what glass package, tints, etc.  It also lets us know the warranty coverage applicable to the product.  If you are unable to locate any of this, we would have to recommend finding a dealer where the parts can be purchased.  There is a link on our website that will allow you to find a dealer.  *************************

   

  

  Business Response

  Date: 10/13/2022

  We are sorry that you are having trouble finding the window labels or some other proof of purchase.  Over the years, our policies have tightened up in regard to the warranty.  We do require some proof of purchase to validate the warranty coverage.  Each window that is manufactured in our facilities comes with a label that will identify the product and it's components.  This allows us to know what glass package, tints, etc.  It also lets us know the warranty coverage applicable to the product.  If you are unable to locate any of this, we would have to recommend finding a dealer where the parts can be purchased.  There is a link on our website that will allow you to find a dealer.  *************************

   

  Customer Answer

  Date: 10/14/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  1. I did not purchase windows - the builder did. I have a purchase contract with the builder that clearly states that I have a lifetime warranty for the windows from Silverline as long as I'm the original owner. Back in 2002 the windows did not have any stickers, so there is nothing there.

  2. Requiring me to have stickers, receipts or anything else is a new rule that was never there before. How can Silverline come up with new rules out of the blue? I realize that Silverline trademark has been purchased by different entities over the last 20 years, but my original contract is still in effect.

  3. I have already used Silverline warranty before, about 6-8 years back. Back then Silverline did not require me to have any proof of purchase and sent me the windows after I paid $100 for shipping. They also sent an inspector back then to help me with the measurements of the windows and to verify that they truly have an issue. I still have a purchase order number and email communication trail for that transaction. I also have stickers for those windows that were replaced. Silverline does not even want to look at those. They insist that I provide the labels from the original windows that never had any labels on them.

  Silverline is clearly trying to avoid any responsibility for the defective product that they have produced and guaranteed for lifetime.

  
  
  
  Sincerely,
  
  
  
  ******* *********

  Customer Answer

  Date: 10/14/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  1. I did not purchase windows - the builder did. I have a purchase contract with the builder that clearly states that I have a lifetime warranty for the windows from Silverline as long as I'm the original owner. Back in 2002 the windows did not have any stickers, so there is nothing there.

  2. Requiring me to have stickers, receipts or anything else is a new rule that was never there before. How can Silverline come up with new rules out of the blue? I realize that Silverline trademark has been purchased by different entities over the last 20 years, but my original contract is still in effect.

  3. I have already used Silverline warranty before, about 6-8 years back. Back then Silverline did not require me to have any proof of purchase and sent me the windows after I paid $100 for shipping. They also sent an inspector back then to help me with the measurements of the windows and to verify that they truly have an issue. I still have a purchase order number and email communication trail for that transaction. I also have stickers for those windows that were replaced. Silverline does not even want to look at those. They insist that I provide the labels from the original windows that never had any labels on them.

  Silverline is clearly trying to avoid any responsibility for the defective product that they have produced and guaranteed for lifetime.

  
  
  
  Sincerely,
  
  
  
  ******* *********

  

  Business Response

  Date: 10/19/2022

  Please submit your contract with the builder and correspondence from your last warranty claim which may provide us with information to identify your order.  Correspondence can be emailed to ************************************.  Please reference your claim # ********* and BBB complaint #*********  Thank you.

  

  Business Response

  Date: 10/19/2022

  Please submit your contract with the builder and correspondence from your last warranty claim which may provide us with information to identify your order.  Correspondence can be emailed to ************************************.  Please reference your claim # ********* and BBB complaint #*********  Thank you.

• Initial Complaint

  Date:10/10/2022

  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 filed a warranty claim (#PG-**************) with Ply Gem on 9/7/2022 for 2 windows that a licensed home inspector declared as defective due to moisture infiltration between the glass panes. I have called the Customer Service number 4 times (which re-directs to a call center, not staffed by Ply Gem employees) and have been told that 1) no action has been taken on my claim/it is in a queue 2) my claim has been elevated to "priority" status twice 3) someone would personally contact me within 48 hours. The only contact I have received from Ply Gem is 2 auto-generated emails stating that "we haven't forgotten you" and nothing more. I want this warranty claim to be processed by a live person who can give me an expected date for shipment, which should be in the next 30 days. This claim is already 5 weeks old and nothing has been done on it. Please honor the warranty and ship the replacement windows asap. Thank you.

  

  Business Response

  Date: 10/26/2022

  ******* ****** the customer service rep that ordered your parts is attempting to get a better date for shipment and will be reaching out to you to confirm.  

• Initial Complaint

  Date:10/10/2022

  Type:Customer Service 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.

  Brand new home with plygem windows. One window has the seal compromised, 6 months trying to get a warranty claim response with crickets from manufacturer. Started to press the builder and supplier, finally got a response stating they are shipping replacement but home owner is responsible for cost of installation. Receive the replacement window, box has a puncture in it, already know what is waiting for me. Took photos prior to opening, opened box, broken window. Shipping method was pathetic, single wrap of bubble wrap and a cardboard box. Immediately contacted representative who eventually handled initial warranty claim via email with photos, again no response. Called and left message, again no response up to this date.

  

  Business Response

  Date: 10/26/2022

  This was reordered and due to ship 10/19.  Please let us know if not received by end of the week.

  Customer Answer

  Date: 10/26/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I received a piece of glass that was entirely to large, aside from literally being just a piece glass.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 11/01/2022

  Your new sash has been ordered on order number ******* with an estimated ship date of 10/19. We apologize for any inconvenience this has caused. Please call ###-###-#### with any concerns.  ***** *****s, CSR.

  Customer Answer

  Date: 11/02/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I received a piece of glass, not a window, and it wasn't even the correct size.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 11/02/2022

  The new order number
  is ******* with a ship date of 11/8 for the correct window under warranty.  

• Initial Complaint

  Date:10/05/2022

  Type:Product 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.

  Hello! I filed a window Warranty Claim PG*************** online on 5/1/22 (all documents/pictures they required were uploaded online) and received the below email on 5/29 and then each month sometimes twice a month total of 8 of the exact same below emails. I emailed customer service on 9/18 with no response to date. I had a previous warranty that was handled quickly so not sure what is happening. It's been 6 months now, not sure how long I am supposed to wait for a replacement window and it's getting colder outside here in northern Michigan. Please help thanks!
  
  Dear Valued Customer,
  We haven't forgotten about you. Please note that your Warranty Claim PG*************** is still in queue to be processed.
  We are currently experiencing unusually high volumes and are working diligently to get to your request as quickly as possible. We truly appreciate your patience.
  Kindly,
  PlyGem Customer Service Team

  

  Business Response

  Date: 10/05/2022

  Hello, we sincerely apologize for the delay in processing your warranty request.  We have escalated your case to high priority and our customer service team will be reaching out to you with next steps within the next 3 business days.  

  Customer Answer

  Date: 10/06/2022

   
  
  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,
  
  
  
  ***** *****