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: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 a Ply Gem window from the local H*** ***** in Aug, 2021.
I installed the window and Jan. 2022 we had a bad storm and the window leaked badly,
It took me until March 2022 to finally get some help.
The end of April they sent a tech to inspect and he said we need to replace the window sashes,
I have been emailing and calling with no reply. When I emailed and said I would contact the BBB they finally responded in July,
In that email. **** ******** Retail Customer Service Claims Manager, US Windows ******************************** stated they would replace the sashes. but I would have to pay to have them installed,
He stated the window has an extreme sag in it. so it was installed wrong. or the house shifted.
I emailed him a picture of the window so he could tell me his definition of extreme. His is definitely different than mine,
As you can see in the middle photo. the middle of the window is longer than the two sides. giving the window a bit of a sag which they say is poor installation,
Business Response
Date: 08/25/2022
Our technician that inspected the window on site, determined that the window frame bowing is related to the install which is not covered by the warranty. This issue will need to be resolved by a professional window installer.Customer Answer
Date: 08/25/2022
Complaint: ********
I am rejecting this response because:I believe the pictures I sent show the middle of the window was made longer than the ends, Not allowing the window to drain properly.
The technician did install a drain in the center which seemed to help the leakage in the track.
Also, each sash had water between the pains. Seals were leaking.
I was told the sashes would be replaced but not installed. If install was included I would be satisfied.
Sincerely,
*** *****Business Response
Date: 08/29/2022
We will agree to have the technician return to your home and install the sash. Your claims manager will arrange these details.Customer Answer
Date: 08/29/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 17740403, and find that this resolution is satisfactory to me.
Sincerely,
Leo WhiteInitial Complaint
Date:08/17/2022
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 received an order of Ply Gem windows and two sliding glass doors from my retail supplier here in ******** Alaska where I live. This order got to me in ******** in March. The two sliding glass doors had problems from the very beginning. The issue is that they do not close properly. They bind and close with difficulty. My supplier here in ******** has attempted to work with them for the last five months to find a solution to the problem. Nothing worked. The supplier has now asked them to either replace the doors or send someone to fix them. They company has not responded to this. My supplier in ******** Alaska is ********* Construction and Supply. Their phone # is ###-###-####. I have also filed a warranty claim. The number is PG-*************** Nothing has come of this either. I paid $2,736.00 for these doors that are defective.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:08/16/2022
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.
On 8/1/22 I filed for warranty service request with Simonton Windows & Doors. I have a lifetime warranty on a picture window installed through **** ****Case was filed online, and I received an email correspondence with Simonton case ID ***************** Since filling this I have not received a call back from this company. I have called both Simonton and **** **** several times only to be told to call back in 2 days if I don't hear from service department.First number I got to call was east coast number of ###-###-####. After my 4 attempts of calling, I was given west coast number of ###-###-####. Again, got no response. Next call back I got a number of ************ **** *****. This was to get me to a case manager named ****** ****** but this was a dead end as well. I was even given an email address of ************@cornerstone/bb.com but this was undeliverable.Meanwhile my window has gone from moisture build up to water leaking in.I don't know what else I can do to get this matter resolved and my window repairedBusiness Response
Date: 08/29/2022
/Apologies for the confusion. There was an error in translation of the name of our rep that was provided - which is ****** ****** (not ******); however, this was actually assigned to our Claims Manager, *** *******. The parts are now due to deliver on 9/12 and the service technician will be in contact to schedule upon receipt of those parts.Customer Answer
Date: 08/29/2022
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 only contact I have received from this company has been an email. Plus, the time it has taken to get any response, does not install confidence for me in this company. I am hoping that the company well restore this confidence.
Sincerely,
****** ********Initial Complaint
Date:08/09/2022
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 filed a warrant claim that a window is not closing on April 29th, 2022. I called several time to report the issue that no action was taken by Ply-Gem to initiate the window repair. It has been more than 3 months.Business Response
Date: 08/10/2022
The parts needed to repair the window are shipping to the technician on 8/15. Upon receipt, the contracted technician, ******* ***** *****, will reach out to schedule a date to make the repairs.Customer Answer
Date: 08/10/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and would get back to BBB after a repairman starts to fix the window.
Sincerely,
****** **********Initial Complaint
Date:08/08/2022
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 have 3 windows in which the seal has been broken. ply gem is the company that supposedly covers the lifetime warranty on these windows. i've been trying since january to get them to replace the windows. many, many phone calls, e-mails - all to no avail. on 6/17/22 a service person arrived & told us he couldn't install 2 of the windows because he noticed they were cracked & the 3 rd window necessitated a ladder which he didn't have. i was told they would resolve this "soon" & have been unable to make that happen. if there's anyway you can be of assistance i'd be very grateful. please let me know ASAP -before the rainy season arrives. thanks ***** ********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:07/27/2022
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.
I am the original owner of a home purchased in Dec 2012. The house came with PlyGem windows which have a 10 year warranty. I have 2 windows which have issues. The issue happens when the seal fails and inside the window and the window looks foggy and cannot be cleaned. This cannot be repaired and the window needs to be replaced. I filed a warranty claim on May 12,2022 and to this day I have not been contacted by the company. In a couple of weeks, it will be 90 days of waiting. I did call the company to check in and make sure they had my claim which they did however they said they didn't know why I wasn't being contacted.Business Response
Date: 08/09/2022
Our service team has this job scheduled for 8/16/22. Our apologies for the delays.Customer Answer
Date: 08/09/2022
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,
****** ******
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