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:09/20/2022
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 have been trying to contact the company regarding a warranty issue on the windows installed at my house. The builder purchased the windows from a local vendor but instructed that I would need to contact Plygem directly because they no longer deal with them. I began contacting them, email is the only option since they request pictures of the issues in question. I have received 6 emails stating that they are having a high volume of inquiries.
Business Response
Date: 10/03/2022
Our customer service team is actively working with the customer to resolve this complaint.Initial Complaint
Date:09/19/2022
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 filed a warranty claim for the lifetime window pane warranty for my certainties windows in my vacation home in ******** California and have never received a response from plygem who is hadling the warranty for the certainteed window company that was bought out by plygem. There is no one to call about this and I have never received a response. These windows are supposed to have a lifetime warranty. The dual pane windows are all fogged up and I cannot see out of the ones that need to be replaced.Business Response
Date: 09/20/2022
Hello - you should have received an email with your case number. Perhaps it landed in a spam file, so do check all files. Your case number is **********. This submission was received on 8/31 and is in queue to be processed.Initial Complaint
Date:09/17/2022
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 sliding glass door in July of 2021. The internal blind mechanism failed in November of 2021 and I filed a warranty request on 11/28/21. I have yet to be given a resolution to my request. First and only contact from the company was on 6/3/22 asking if I still needed assistance. I replied requesting assistance and have had zero contact since.
My plygem case number: *****************
this case as all applicable pictures and receipts.Business Response
Date: 09/20/2022
Hello - our apologies for losing track of your case. We have alerted our customer service team to assist with resolution promptly. They have set up a work order and assigned a technician to contact you to arrange the necessary repairs.Initial Complaint
Date:09/15/2022
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.
Windows installed in 2004, and >50% of the window seals in the house have failed. Simonton refuses to honor warranty, keeps playing games when I try and call, they say a "warranty specialist" will call you back, and they never do. Looks like I live in perpetual fog.Business Response
Date: 10/04/2022
This response was missed, however we did provide a solution to the customer. The warranty has been honored and order is shipping 10/17.
**** *****
Corporate Service Operations Manager
US Windows Division – Cornerstone Building Brands
************** * ******
*****************************Initial Complaint
Date:09/15/2022
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.
Please reference Case # *****************? - July 5, 2022
We continue to have problems with the new construction slider doors purchased from your company. We reported these problems on July 5, 2022, and have yet to hear anything from you. We are in the process of completing our home and the doors must close properly in order for our home to pass a blow test for energy loss and receive final occupancy status. These issues are preventing us from occupying our home and causing us further expenditures. The problems are:s
1. The dining room slider won't roll in the track without jamming. It does not open and close properly. It has a misaligned adjustment hole on one of the bottom rollers. This means you can't get to the adjustment screw to adjust the rollers. The door will not close completely
2. The bedroom slider frame is bowed in on the fixed side with a gap. It can't be forced into place because it will compromise where the frame is joined to the fixed glass. The door will not close completely
3. The bedroom slider is also missing the bag with the screws and plugs for the adjustment holes.
4. No screens were delivered with either slider door. This was noted on the records by your delivery person.
5 The large living room window will not close completely.
We paid over $7000 for doors and windows that work have waited three months with no response from your company. I do not want to escalate these concerns further but be assured that I will do so if these issues are not resolved. Thank you.Business Response
Date: 01/04/2024
Our records indicate that this claim was closed. If issues remain, we are happy to assist.Initial Complaint
Date:09/07/2022
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 purchased 13 Simonton windows in the first week of April. We live in *** *****, CA. After 12 weeks of waiting, we received them. Once we installed 3 of them, we immediately reported this faulty material to the company. We reported to them that both Installed and uninstalled windows are extremely stiff and they don’t glide at all. After numerous emails about the stiffness of the windows and how much we are worried about the ETAs, their first reaction was to blame it on installation. Then they told me that the manufacturer is aware of the problem and that their technician can fix it based on the manufacturer’s instructions. Their technician came to our place after 8 weeks. He reported to them that our windows are too heavy and too stiff. They said he couldn’t make them work based on what the manufacturer told him. He can fix it in other ways. It has been 2 weeks since he was here. We are still waiting for them to run a quality test BUT they don’t have the equipment for it and their service department needs to purchase it! It has been 10 weeks of nothing. We are living in a time that if we want to place an order for any other windows will take more than 10 weeks. Our project is on the air. DO NOT PURCHASE SIMONTON WINDOWS. THEY ARE NOT OPERATING AND THE COMPANY DOESN’T CARE AT ALL. (I can show our correspondents with this company to any party that needs to see them)Business Response
Date: 09/20/2022
We are deploying a technician to the home to make the necessary adjustments to the window so they are performing as expected. He will be scheduling a convenient time for you.Initial Complaint
Date:08/23/2022
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.
I contacted their warranty department back in April (it is now August) and for awhile I was getting emails that said "We haven't forgotten about you. Your warranty is still in the queue to be processed." Then the emails just stopped. I have attempted to email them with no response. I have a house built in 2017 by a house builder, ****** ******** homes, and they put in Silverline Windows (formerly by Andersen but they sold the brand and all warranty coverage to PlyGem). One of our windows has leakage problems and the inner layers are all filmy from moisture that has gotten in. It seems like PlyGem is now just ignoring me. My case number is *****************. We just want this window repaired or replaced before winter.Business Response
Date: 08/25/2022
Our apologies for the confusion. Your original email was inadvertently closed prior to a response. We have asked our customer service team to reach out and expedite your warranty.Initial Complaint
Date:08/23/2022
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 my home in February of 2020 with a full lifetime warranty on my windows (Invoice *******). In December of 2021, a fixed window on the lower level began to buckle and separate from the house. A Technician was dispatched in January, identified the window was defective and replaced the window.
In May of 2022, the window next to it (a non-fixed window, same bay) would not open more than 2 inches and would not close once opened. I filed a claim again, referencing the original claim using the same form and email addresses on May 22nd and received an auto-response assigning Case No. *****************. When I received no further communication, I reached out to follow-up via email and phone on June 23rd. On June 23rd, I was told that a case manager had just been assigned and that Claims were running about six weeks behind. I sent a third request email on July 30th and received another auto-response assigning Case No. PG-**************. Still receiving no communication, I called again on August 5th and spoke to someone (did not catch the name) who pulled up my file. They stated that they had been assigned as Case Manager and would change my priority status. She would try to get back to me the following week. Two and one-half weeks later, I have received no communication. What was communicated as a six-week backlog has turned into fifteen weeks with no communication or resolution.Business Response
Date: 08/25/2022
We are very sorry for the delays in getting to your claim. We have submitted a work order to CCG Services to contact you to schedule inspection/repairs for your window.Customer Answer
Date: 08/25/2022
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. The vendor contacted me on August 25th providing me with the case number and notifying me that CCG would reach out within the next three weeks
Sincerely,
**** ******Initial Complaint
Date:08/19/2022
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 these windows through ******** ***** ********* ******* ** ******* ** in April of 2020, for my house that I was building as an owner-builder. The issue I'm having is that I have four windows that are leaking water into the house every time it rains. ******** ***** has come out to address the issue, and try to correct the problems with little, to no success. The windows that are leaking are three single hung windows, and one fixed picture window. ******** ***** sent Ply Gem a warranty inspection request on 03/17/2022. Ply Gem has not responded to the warranty request. I called Ply Gem warranty on, 06/15/2022, and spoke with a customer service lady named "*****", She advised me that ****** ****** was the person taking care of my warranty and that she would leave a message for her to contact me. I have yet to hear from ****** ******. On 07/18/2022, I called ******'s extension number thirteen times and left five messages with my name, and cell number and requested that she call me back. ****** did not return my phone calls. On 07/19/2022, I tried calling ****** again and left two messages for her to call me, ****** never returned my calls, and to this date, I have not heard from Ply Gem warranty department. In the meantime, every time it rains, I have water leaking through my windows into my house. The picture window located upstairs, leaks, causing water to run down the inside of my walls, and leak through the top header of my downstairs window. The water is causing unseen damage to the inside of my walls, and drywall.Business Response
Date: 09/01/2022
Hello - the technician is trying to reach you for scheduling and is hoping to schedule this service with you for next week. Please contact him at ************ ****** ****** ****** ******* * ******Customer Answer
Date: 09/02/2022
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:08/19/2022
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.
Contacted Simonton on MAY 17, 2020 for a warranty claim for a vinyl window frame. Every few weeks I received an email saying that they had not forgotten me. Finally, they asked for more info, telling me I had given them the wrong order number (possible). So I sent pictures of the damaged area and a photo of the order number sticker attached to the upper half of the window frame interior. WEEKS go by and I get NO response. I send another email and they tell me they can't read the number. (Funny, I could see it clearly) SO, I send them another picture and the number in an email. I don't get a response, so I contact them AGAIN. They tell me leaving their production facility in West Virginia on AUGUST 12, 2022 via FEDEX ground. I don't receive any tracking information from them. Package shows up at my home. (just driver release), else I would have refused it. I could tell just by the size that it was the WRONG item. They sent me a SASH, NOT a FRAME. I tried to telephone them yesterday and was disconnected TWICE after being on hold for more than 15 minutes each time. Sent them an email again. NO response. WHen this company was NOT owned by Ply Gem, I could be assured that the correct items would get tome within about TWO WEEKS, not THREE monthsBusiness Response
Date: 08/23/2022
This order has been corrected and is shipping via Fed Ex to the customer. Our apologies for the misunderstanding.Customer Answer
Date: 08/24/2022
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,
***** *******
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.