Complaints
This profile includes complaints for Cornerstone Building Brands's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 357 total complaints in the last 3 years.
- 89 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/03/2022
Type: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.
In July of 2022, we filed through Ply Gem website a request for 9 replacement windows due to failed seals. We have had to replace 17 windows due to failed seals from initial installation 7/12/05 too present date. Prior to 2017 we received prompt customer service. From July 2022 to current date I have sent multiple emails with pictures and lengthy explanations and placed multiple phone calls, receiving either no response at all or the initial blanket email is returned requesting pictures and explanation. Ply Gem is NOT addressing the issues. Out of 34 windows at initial installation, 26 have had failed seals. I have asked that a representative be sent out...... never get response. We want the 9 failed windows (glass and sash) sent to us so we can replace them. Customer Service is not working at this company. They do NOT care about the "Dear Valued Customer" at all.
Business Response
Date: 10/19/2022
Our Customer Service Representative, ****** Frazier has been attempting to contact the customer for additional information needed to process this warranty request. Please respond to the emails that she has sent for further evaluation.Customer Answer
Date: 10/20/2022
Complaint: ********
I am rejecting this response because:We received ONE phone attempt from ****** on 10/10/22 at 9:43 am. In voicemail she states she would also sent email which never arrived. We began returning calls to her at ********** *** ****** on the afternoon of 10/10/22 leaving requested information via voicemail (i have a printed copy of voice mail if needed). We left name, phone number and case number each time called. I have since sent 2 follow up emails. I have had no response. She also requested a business address to ship windows. The business, as I explained to them multiple times, went out of business. Prior to 2017, we had the windows shipped directly to our house and expect the same this time.
Please let me know if you need a copy of the one attempt she has made to reach us. Thank you!
Sincerely,
******* *******Business Response
Date: 11/04/2022
Please note that we did finally make contact with this customer and have submitted the order for her warranty.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:10/03/2022
Type: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.
Warranty Claim *****************
Submitted warrantly claim for several windows that have burst seals and several that have low-e coating failures. The claim was submitted in April 2022 and has yet to be discussed and/or resolved. I am losing the energy benefits of the windows each and every day that passes, replacement alone is not an acceptable solution.Business Response
Date: 10/03/2022
Your case has been elevated for priority resolution and our customer service team will be in contact with you this week to discuss next steps as it pertains to the warranty.Customer Answer
Date: 10/03/2022
Complaint: ********
I am rejecting this response because I have not yet been contacted, and a call does not resolve the issue. I will close the complaint when I have been contacted and the warranty request has been accepted and completed.
Sincerely,
**** *******Initial Complaint
Date:10/03/2022
Type: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.
There is lifetime warranty on my windows. Filed a replacement claim on-line with the company in early April. They didn’t respond for over a month And then acknowledge the claim but said they are delayed in their claims. It is now been six months and I have no acknowledgment that they are actively processing my claim or will actually be doing anything about it.Business Response
Date: 10/03/2022
Our apologies for the delay in processing your warranty. We have located your request and have escalated to priority processing. You will hear from our customer service team this week on next steps toward resolution.Initial Complaint
Date:10/02/2022
Type: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 replacement request for a ****** **** Window product which has a lifetime warranty. This request was submitted on 9/18/222. I do have a ****** **** **** ID. Unfortunately, I have not heard back from ****** **** (or *********** Building Brands, or Ply Gem Industries). In the request, I submitted the requested photos of the failed window.
I actually have 5 windows that failed, but the only form does not successfully process a warranty request when adding more than 1 window.
I would like ****** **** (or *********** Building Brands, or Ply Gem) to honor the established lifetime warranty of their products.Business Response
Date: 10/03/2022
The current processing time for warranty is 3-4 weeks. We do have your request in queue for processing and a customer service rep will email you with shipping details very soon. Thank you for your patience.Initial Complaint
Date:09/29/2022
Type: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 custom windows through Ply Gem and they arrived Nov. 2021. One of the windows arrived incomplete without trim and wedges hanging out of it to hold the glass in place. I contacted the company on 12/29/21 to alert them of the issue and received an email that it had been received. But, received no further contact. I contacted them again on 4/8/2022 to resubmitted a photo of the defect and the window information required. They have sent 2 vague, generic emails saying "thanks for your patience, we haven't forgotten about you it's still in the queue to be processed. Now it's been almost a year since I received this defective item and there has been no real attempt to actually address the issue. It's under warranty but they aren't honoring their warranty or addressing the problem.Business Response
Date: 10/10/2022
Our customer service team has reached out and ordered the missing parts. Our apologies for the delay in getting to your request.Customer Answer
Date: 10/13/2022
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:09/28/2022
Type: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.
Built this home in 2017-18. Had Ply Gem windows installed. In June 2022, had the windows washed and the employee pointed out that several of the windows had failed. I immediately filled out a claim form to Ply Gem and after hearing NOTHING (even an acknowledgement of receipt) I called Ply Gem the first of August and was told that I had to file my complaint to get in the "que". I filed on the computer once again and still NOTHING. We are considering selling our home and want this taken care of for any new buyers.Business Response
Date: 10/03/2022
Your case number is **********. We have asked our customer service team to reach out to you asap on solutions.Customer Answer
Date: 10/03/2022
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:09/28/2022
Type: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.
A warranty claim was submitted to PlyGem June 21st, 2022 for the replacement of two defective windows in our home (PLY GEM CASE ID: PG-**************). Since the claim was filed, PlyGem has sent 7 identical (automated) emails stating the following. I am getting concerned that my warranty may run out if they continue to delay the processing of my claim.
"Dear Valued Customer,
We haven't forgotten about you. Please note that your Warranty Claim ***************** 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: 10/03/2022
Our apologies for delays in processing your warranty. We do have your request in queue and have prioritized to be processed this week. Warranty validation is always against the date that we received the request and not the processing date. Thank you for your patience.Customer Answer
Date: 10/04/2022
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:09/27/2022
Type: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 by *************************, through the person of ******* ********** ******* ******, which sub-contracted ******* and his team to install the windows.
By the end of installation, most of the windows are not properly functioning and we were advised by ******* ****** and one of ******* ******’ employee (**** ******* ********) that all issues with the windows should be resolved by Ply Gem warranty.
As per General contractor’s advice (******* ******) a claim has been filed with Plygem on 8/16/2022.
Emails have been received from PlyGem advising that Plygem is looking into it, however no claim adjuster has been assigned to claim PG-**************
9/8/22 Talked to Plygem 3rd party customer service (You cannot speak with Plygem directly) ****** and she advise that an escalation would be send out to have an adjuster to call next week
9/21/22 Called again Plygem and spoke with **** and she advise that there is no ETA to have an adjuster assigned to our case and she could not help further, only advise that they are working in assign an adjuster.
Plygem does not have an estimate time to send someone to check the windows and to provide a feedback if the windows have a manufacture defect, windows were not properly installed or otherwise.
The delay in assigning an adjuster is causing monetary loss.
Ply Gem ###-###-####Business Response
Date: 10/03/2022
We apologize for the delay in our response. This claim has been assigned to **** ******r - Claims Manager. He will be reaching out to you shortly with next steps in the resolution process.Initial Complaint
Date:09/23/2022
Type: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 built a home 6 years ago that came with Ply Gem windows. Several windows have seals broken and need replaced. I submitted a warranty request on 8/25/22 and have yet to have a response back. We are selling our home and due to the lack of response and needing to get the contract finalized for the buyer - we are having to pay $971 to buyer so he can get the windows fixed per the home inspection report when this is covered under warranty. We should be reimbursed for this cost (or at least the cost of the window since labor is not covered within the warranty), as the only reason we had to go this route is because I could not get a response regarding honoring our warranty. This is not acceptable.Business Response
Date: 10/03/2022
Our apology for the delay in processing your warranty. Our customer service manager will be in touch to discuss resolution.Initial Complaint
Date:09/22/2022
Type: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 ***** ***** Windows brand bow window from *** Windows on 10/14/1993.I also purchased 13 ***** ***** windows brand double hung windows from *** Windows on 4/1/1994. *** Windows installed all the windows. The windows came with a lifetime replacement guarantee. The Guarantee in the ***** ***** booklet calls it a lifetime-plus Warranty for as long as you live in your home. If you look at ***** ***** Windows web site customers talk about defective windows being replaced at no charge I still live in my home. The installers *** Windowes came to my home twice over the years and replaced defective molding around the bow window at no charge. Now *** Windows is no longer in business. I have three windows filling up with moisture because the seal between the double panes of glass has failed. And the finish around the bow window has turned black and is peeling off. I went online and found Ply Gem Windows & Doors now owns Great Laks Windows. I reached out to Ply Gem in May 2022 with my problems. They responded by email with a case # *****************. They have twice asked for pictures of the windows-copies of my receipts-and pictures of labels they say are on my windows. I have sent pictures of the defective windows and receipts each time, but I can find no labels on the windows. They keep sending emails stating that my warranty claim is still in que to be processedBusiness Response
Date: 09/22/2022
We have located your case and will prioritize a resolution to your warranty claim.Customer Answer
Date: 09/23/2022
Complaint: ********
I am rejecting this response because:
I have been told they are going to resolve my case several times and nothing happens. without your continued support I feel nothing will be resolved. Please
do not close this issue yet. Thank you for your continuing support I believe without it I have little hope of a resolution. sincerely
****** *******
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