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

• 

  North Star Vinyl Windows and Doors

  40684 Talbot Line St Thomas, ON N5P 3T2

  
• 

  Reed's Metals

  4020 SW 449 St Horseshoe Beach, FL 32648

• 

  Ply Gem Siding Group

  1274 Industrial Blvd Jasper, TN 37347

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/15/2025

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

  Customer Answer

  Date: 05/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Customer Answer

  Date: 05/14/2025

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

  

  Business Response

  Date: 05/14/2025

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

  Customer Answer

  Date: 05/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *. & ***** ******

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/12/2025

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

  Customer Answer

  Date: 05/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/02/2025

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

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

  Thank you.

  Cornerstone Building Brands

  Customer Answer

  Date: 05/06/2025

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

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

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

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

  

  Business Response

  Date: 05/08/2025

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

  Thank you.

  Cornerstone Building Brands

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Filed warranty claim with Cornerstone Building Brand on Feb 25, ************************************************* regarding the claim and I have unable to locate any contact information to reach out to the company regarding the claim.

  

  Business Response

  Date: 05/01/2025

  Mr.*******,
  
  We sincerely apologize for any inconvenience caused by the delay in your warranty process. Our team has been in touch with you today to confirm that your warranty has been successfully validated and processed. Additionally, a service appointment has been scheduled for May 12th between 8:00 AM and 12:00 PM.
  
  If you have any questions or need further assistance, please dont hesitate to reach out.
  
  Thank you.
  Cornerstone Building Brands

• Initial Complaint

  Date:04/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My house was built in 2020, and I had Plygem windows installed throughout my house. Within the 1st year of moving into my home I noticed one window was foggy or filling with a gas film. The problem was reported to Plygem, but we never heard anything back from the company. We are now in 2025, and there are approximately 8 windows that are foggy, throughout my house. Plygem has been contacted several times. Most previously, we spoke with someone at ****** that told us that they would send us parts to replace the windows, which meant that I would have to find someone that could fix the windows using the parts, instead of replacing the windows and using our warranty. We were told 4 to 5 years ago that these windows would be replaced, and here it is, 2025, and our windows are still fogged and stained.

  

  Business Response

  Date: 04/24/2025

  Ms. *****,

  Thank you for reaching out regarding the issues with your windows. We understand your frustration and sincerely apologize for the challenges you have faced. To assist you more effectively, could you please provide us with some additional information.
  
  Could you please share the following details:
  - Original Case Number: If you have a reference number for the original case, please include that.
  - Details from the Original Installation: Any relevant information from the installation, such as the date, or who performed the installation.
  - Representative Information: If a representative promised to send you parts, please share their name or any details.
  
  Once we have this information, we will be able to address your concerns quickly and effectively.
  
  Sincerely,
  
  Cornerstone Building Brands

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a new home that came with a ten year warranty for windows. All of the windows have failed and need to be replaced. We had filed a warranty request a couple of years ago to replace 4-5 windows and received the windows shortly after. Two years later we had four more windows in need of replacement, however were told that the policy changed since our last request and we are now responsible for shipping. The shipping cost is $100 per window. I find this change unreasonable, especially since the windows continue to fail even after being replaced. Shipping costs were never part of the initial agreement when we purchased our home from ****** ********.

  

  Business Response

  Date: 04/28/2025

  Mr.******,
  
  Thank you for reaching out to us. We want to assure you that we are committed to providing you with the best service possible.
  
  We are pleased to inform you that we have waived the shipping fee and your order, number *******, has been successfully placed and is scheduled for shipment on May 8th.
  
  If you have any further questions or concerns, please dont hesitate to reach out.Were here to help and want to ensure your complete satisfaction.
  
  Thank you.
  Cornerstone Building Brands

  Customer Answer

  Date: 04/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/14/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out with the window warranty department and they after months of back-and-forth emails said they had all the information needed to send me my replacement windows. I had already paid $300 on February 16, 2025. I was emailed stating they DID receive my payment. On March 14th I received a new invoice stating my 30 days of quote was expired and the new cost of windows was now $506. I really didn't care the quote went up I just wanted the windows, but I wanted my $307 credited. I called, emailed left messages with every person I could reach out to, and no one has contacted me back. Now it's 4/13/25 and I received another email stating that that invoice was also outdated, and I would have to start the warranty process all over again.

  

  Business Response

  Date: 04/18/2025

  Ms. ************** sincerely apologize for the delays and confusion you experienced throughout your warranty process.
  To address the situation, your $300 payment has been refunded. Additionally, your replacement orders have been processed under Order Numbers #********, #********, and #********. These orders are scheduled to ship out on April 25, 2025.
  We appreciate your patience and understanding, and we are committed to ensuring the rest of this process moves forward smoothly. If you have any further questions or need additional assistance, please dont hesitate to reach out.
  Thank you,
  Cornerstone Building Brands

• 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,
  
  ******* ******