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.

close

Find a Location

Cornerstone Building Brands has 30 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:04/01/2025

  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.

  windows were installed on april 2024. have a warranty claim #PG-2700631. have been getting run around from company wont call me back or email me back the installer they hired is leaving company april 11 th i have been trying to get my 2 windows replaced for months they had **** ***** come out on 12 16 24 installed one window that is worse then the one that was taken out. **** ***** said they orderd 2 new windows on or about 12 16 24. it is now march 31 2024 no window now the installer is leaving. they keep telling **** ***** they will be in in about 3 months no windows this has been on going from 12 16 2024. i am not ok with this at this time. i would just like to get a refund so i can get other windows installed. no call back from Dawh **** ************ or *** mcChcheon ************

  

  Business Response

  Date: 04/07/2025

  Mr. ******************* you for reaching out and sharing your concerns. We understand how frustrating this experience has been and apologize for the delays you've encountered.
  Our team has been in contact with you and continues to actively manage your case. The replacement glass is currently on order, and a new work order has been assigned to ******************. The glass is expected to arrive during the week of April 21, 2025.
  We also want to assure you that our team member, **** ****, has spoken with you and confirmed she will follow up with you weekly until this issue is fully resolved. We are committed to seeing this through and appreciate your continued patience.
  If you have any further questions or concerns, please dont hesitate to reach out.
  Thank you,
  Cornerstone Building Brands

  Customer Answer

  Date: 04/08/2025

   
  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,
  
  **** ********* for know if they don't take care of this i will ask for more help. thankyou ****

• Initial Complaint

  Date:03/24/2025

  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 contacted Ply-Gem Windows representative *** ******* on December 18, 2024. I sent him all pictures and tags to replace a broken window in our ******, ** home. He confirmed he received everything he needed to get my replacement window pane. It is now March 22, *********************************** 3 months. He doesnt return my calls or my emails. His contact information is *** ******* Cell# ************ Email. **********************

  

  Business Response

  Date: 03/27/2025

  Mr. ****************** you for bringing this matter to our attention, and we apologize for the lack of communication you experienced. We understand how frustrating this delay has been, and we appreciate your patience.
  Although your window is outside of the warranty period, we are sending the replacement top glass as a one-time accommodation. Please note that labor is not included. Your order has been processed under Order #*******, with an estimated ship date of April 10, 2025.
  If you have any questions or need further assistance, please dont hesitate to reach out.
  Thank you,
  Cornerstone Building Brands

• Initial Complaint

  Date:03/20/2025

  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.

  ******** Windows - Cornerstone Building Brands came and installed a defective door on my deck. Never once did the door work properly. They are replacing the door under warranty. The issue is, we let the company know that the door was defective December 28th 2024. We are now approaching the end of March. They have sent us ONE email through this process and since that email it has been almost another week. Im so frustrated as the door lifts off the tracks and slams back down. Im extremely scared that my babys toes or fingers will get caught in the door. I have to use quite a bit of strength to open the door sliding, door. It lifts instead of slides and slams down. I never write negative reviews but its seems like they just took the insurance money and gave us the absolute base model defective door and left us hanging until its convenient to them to fix this. They said theyd send a tech to come and inspect the door so its just another step we have to wait on. December to March is absurd.

  

  Business Response

  Date: 03/27/2025

  Ms. ***************** you for your feedback, and we sincerely apologize for the delays and frustration youve experienced throughout this process.
  Were pleased to confirm that service was completed on March 25, 2025, and no replacement parts were required.
  If you have any further concerns or need additional support, please dont hesitate to reach out.
  Thank you,
  Cornerstone Building Brands

• Initial Complaint

  Date:03/18/2025

  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 have PlyGem windows from this organization that are under warranty. on 2/16/2025 We submitted a warranty request because a number of our windows have bad seals, gas filling the glass, and wind coming through the windows (these are only 3 years old). On 2/18/25 ****** responded that it will be $75 inspection fee with no other information. I notified them I was ok doing that and requested to schedule. I got no response. I inquired again on 2/24/25 and again I was told that I needed to pay $75 for an inspector to come out, to which I responded I was ok to pay that and would like to schedule. I did not hear back, so on 2/26/25, I inquired again about scheduling; I was told that I would receive a link to make the payment and that I must pay before I could schedule. on 3/5/25 I finally received the link to make a payment. I made the payment on 3/9/25 and have not received a response back for scheduling the inspection or updates on my request. I called, and a woman named "******" told me that someone from customer service would call me that day to schedule. No one has called me. I sent additional emails requesting to schedule, but no one has responded. I have tried calling, but now no one will answer the phone or return my calls. I sat on hold for 30 minutes waiting to talk to someone and no one picked up. I would like the warranty honored and addressed. I paid money for the windows and for an inspection that they have not scheduled.

• Initial Complaint

  Date:03/17/2025

  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 submitted a warranty request for my Ply Gem windows on January 25 (case ID ******************. I have attached the confirmation email. I did not receive any response until February 22 (4 weeks later), when I received an email from ***** R ******** asking for a photo of the label showing the order number. I attached this email. On March 13, I replied to this email with the requested label. I attached this email. On March 15, I received an email saying "We havent heard back from you in regard to the additional information that has been requested in previous emails. We hope that the issue has been resolved, but should you still need our assistance, please resubmit your request on our website." I attached this email.I resubmitted the request (case ID ****************** today. I have attached the confirmation email. Based on their response to my original request, I have no reason to believe they will do anything with this request. The initial response took them 4 weeks. Then, they closed my request two days after I sent them my response. It seems like this company has no intention of honoring their warranty. I am contacting the BBB hoping that Ply Gem can respond to the warranty request and honor their warranty.

  

  Business Response

  Date: 03/27/2025

  Mr. **************** you for your continued patience and for providing the necessary information to complete your warranty request.
  We have processed your replacement parts under Order #*******, and the order is scheduled to ship on March 31, 2025. Additionally, we have waived the shipping fee as a courtesy, and our team is working to expedite the order to ensure a timely resolution.
  We apologize for the earlier delays and appreciate your persistence in following up. If you have any further questions or need additional assistance, please dont hesitate to reach out.
  Thank you,
  Cornerstone Building Brands

• Initial Complaint

  Date:03/13/2025

  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 purchased a new home with Ply Gem windows that are under warranty. The Builder provided the information so that I could file a claim due to the seal being corrupt and the glass becoming discolored. This is a common problem with these windows which causes me to wonder if they purposely make it difficult to receive warranty resolution. I filed a claim on 01/18/2025 and received confirmation of the warranty claim on the same day stating that someone from their Solutions Team would be contacting me. On 02/12, I sent a follow up email asking when I would be contacted. On 02/20, Cornerstone sent an email stating it was a reminder of the shipping and handling fees that were provided in a previous communication. I immediately responded requesting they resend the information as I had not received any communication to that effect. On 02/28 I sent another request for the shipping and handling information. On 03/02 Cornerstone resent the same reminder email without the shipping/handling communication. I was extremely frustrated and on 03/09 I sent a third request for the information and advised that I would file complaints if I did not receive a response by 03/11. I received an email 03/12 stating my case was being closed due to lack of response. Unbelievable.

  

  Business Response

  Date: 03/17/2025

  Ms. **************** you for bringing your concerns to our attention. We apologize for the confusion and delays you experienced during the handling of your warranty claim.
  To resolve this matter, we are waiving the shipping charges as a one-time courtesy. Your replacement order has been processed under Order #******* and is scheduled to ship with an estimated arrival date of April 8, 2025. Our team will reach out to you with updates as the order progresses.
  We appreciate your patience and are committed to ensuring this matter is handled promptly. If you have any further questions, please dont hesitate to reach out.
  Thank you,
  Cornerstone Building Brands

• Initial Complaint

  Date:03/11/2025

  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 moved into a new home in December 2020, where the builder installed Ply Gem windows throughout the house. These windows come with a lifetime warranty against defects, which states that Ply Gem will repair or replace any window or door deemed defective, free of charge, including parts and labor. One of the covered conditions is the failure of the seal. Unfortunately, weve encountered this issue with four windows, resulting in permanent fogging on the interior glass due to moisture intrusion between the panes.We promptly submitted a warranty claim, which was approved by ********** ********. However, Ply Gem is attempting to charge us $200 for shipping the necessary replacement components. This is in direct contradiction to the applicable warranty, which makes no mention of any shipping costs for replacement parts.Weve reached out to Ply Gem with our complaint, but unfortunately, they havent offered any solutions to date. We kindly request that Ply Gem ship the required units to us at no cost and replace the windows, as per the warranty terms.

  

  Business Response

  Date: 03/11/2025

  Ms. ****************** you for bringing your concerns to our attention. We understand your frustration regarding the shipping charges and apologize for any confusion.
  To resolve this matter, we are waiving the $200 shipping fee as a one-time courtesy. The necessary replacement components will be shipped to you at no cost.
  We appreciate your patience and are committed to ensuring your claim is handled as efficiently as possible. If you have any further questions or require additional assistance, please dont hesitate to reach out.
  Thank you,
  Cornerstone Building Brands

  Customer Answer

  Date: 03/11/2025

   
  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,
  
  ****** Shavzina

• Initial Complaint

  Date:03/07/2025

  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 windows from Great Lakes Windows in 1998. The reason I purchased from this company is because the ******** stated a lifetime plus warranty. I now have at least nine windows that the seal has broken causing some to look cloudy, others just have moisture between the panes. in contacting the company I am told I have to get the numbers off the sticker on the side of the window, I have to pay shipping and handling. They are only replacing the glass I am expected to remove the defective glass and replace with the new. Which I can't and won't do. So I have to pay someone with the knowledge to do it. I then asked where they were being manufactured and was told it only like a half hour from my house so could I pick them up and was told no. I have to deal with a company in **************, (I guess they bought them out) I don't even know. I just don't get where the lifetime warranty is.

  

  Business Response

  Date: 03/10/2025

  Ms. **************** you for reaching out regarding your warranty concerns. We understand your frustration and appreciate the opportunity to address the issue.
  While your windows are technically outside of the warranty period, we are providing the replacement glass at no charge and have also waived the shipping fees as a one-time courtesy. However, as outlined in the original warranty terms, labor is not included, and any installation costs will be the homeowner's responsibility.
  Please also note that any future glass replacements will be handled on a pro-rated basis.
  We hope this resolution meets your immediate needs, and we are committed to ensuring a smooth delivery process. If you have further questions, please dont hesitate to reach out.
  Thank you,
  Cornerstone Building Brands

  Customer Answer

  Date: 03/13/2025

   
  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:03/05/2025

  Type:Delivery 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 initially submitted a warranty claim back in Oct. 2024 and we are still dealing with this issue. We had 8 windows on a brand new home with moisture buildup. The lady we were assigned (I am not going to mention names because I hope after this experience she will learn to become professional) failed to inform us when the windows would be delivered so I can arrange installers, despite me requesting many times via voicemail and email for proper est. timing. We then received a surprise notification from the shipping company that they have a 500 lb crate delivering that day to be left on a residential driveway with no signature. This was alarming! I called and emailed panicking to no answer, including to customer service. I had to resort to calling the shipping company who was kind enough to hold delivery until I could get ahold of Cornerstone. No surprise, no response from our **** her supervisor, nor customer service. The shipping company ultimately informed me the glass was all broken anyways. Our *** only sent an email to tell me she reordered the glass so I begged her again to keep me updated on timing so I can arrange installers so thousands of dollars of glass is not sitting on the driveway but of course, no response. The exact same situation happened where there was no communication despite me following up, and I am back to scrambling to hold off the glass from being dumped on a driveway. Now this crate is 800 lbs, not sure why the weight difference. Only today after 3 days of nonstop emails, calls and messages to many people at Cornerstone and finally a threat to ***ort to the BBB, that I receive a call saying she finally did as I asked, which was to send a simple email and redirect the glass to my personal address and sacrifice my own garage for storage until an installer can ***lace the windows on another home. I have taken so much time out of my work and family life chasing this company for answers and assistance. Unprofessional and disappointing.

  

  Business Response

  Date: 03/10/2025

  Ms. ************** sincerely apologize for the frustration and inconvenience you have experienced throughout the handling of your warranty claim and shipment process. Your concerns regarding communication and service have been noted, and we regret the stress this situation has caused.
  To address the immediate issue, the shipping company (*****) has confirmed that the delivery address has been updated to your requested location. Additionally, we have initiated a refund for the $300 shipping fee, which should be processed within 3-5 business days.
  We understand the challenges this situation has created and appreciate your patience. If you have any additional questions or need further assistance, please do not hesitate to reach out.
  Thank you,
  Cornerstone Building Brands

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23023696
  
  I am rejecting this response because: $300 is not sufficient. Your disappointing product and customer service costs way more than $300.

  This was 8 windows of 18 total in the whole home - that is a huge percentage of defective windows that I must pay for labor which is likely ~$4,000 or more due to poor quality on Cornerstones part and on top of that the time and effort I had to put in to getting these windows replaced over nearly 6 months. I had a newborn and toddler, and full time job yet was still able to respond to every form of communication.

  Extremely disappointed.
  
  ********

  

  Business Response

  Date: 03/27/2025

  Ms. ***************** you for your continued communication and for providing the labor quote as requested.
  Our team is currently reviewing the information and will be reaching out to you with the proposed reimbursement amount. Once youve reviewed and approved the offer, we will proceed with processing your settlement check.
  We appreciate your patience and are committed to bringing this matter to a resolution.
  Thank you,
  Cornerstone Building Brands

• Initial Complaint

  Date:03/03/2025

  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 purchased our home in September of 2022 and one of our windows, after showing condensation in between the two pains, cracked. When I reached out to Ply-Gem they had me fill out a warranty request and then denied it because they don't cover a cracked window after one year. Per the warranty this is correct, however there was condensation in between the two panes prior to the cracking. The first associate I spoke with was great and even expedited the request. The second and third, not so much. The second ****** I spoke to left me a very confusing voicemail that was very rushed and unprofessional. I had to ask her twice for the warranty information that she said she already sent. She denied the claim and then I had asked if she saw that there was condensation, still haven't heard back. In the original email she told me to search local retailer and the first one on the list doesn't even sell windows and hasn't for years. So I called customer service for some help, and he was even worse. He argued with me and said that even though there was condensation between the panes of glass doesn't mean the windows are defective and the warranty doesn't cover that. I told him that if there's condensation this means that the gasket is bad. He said "oh really? Well did you contact your case manager?" I told him that I had multiple times. I told him I also called the distributor at the top of the list, and they don't even sell the widows anymore. His response was to ask who else was on the list. I gave ********** and he said, "well they just aren't going to have them there; they have to order them for you." Not professional, not helpful and extremely condescending. I don't appreciate how he assumed that I was clueless about how things are made or how to read a warranty. Probably because I'm a women. And the sad part is, how many people just take their word for it and get screwed over. ******** customer service.

  

  Business Response

  Date: 03/10/2025

  Ms. ****************** you for bringing your concerns to our attention. We sincerely apologize for the frustration and poor service you experienced throughout your warranty claim process.
  To resolve the issue, we have ordered a new bottom sash under Order #*******, which is scheduled to ship on March 21. We will continue to monitor this order and provide updates as necessary.
  We understand how important it is to address your concerns promptly and accurately, and we appreciate your patience as we work to complete this resolution. If you have any additional questions, please dont hesitate to reach out.
  Thank you,
  Cornerstone Building Brands