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

  
• 

  Ply Gem Pacific Windows Corporation

  5001 D St NW Auburn, WA 98001-2415

• 

  North Star Vinyl Windows and Doors

  40684 Talbot Line St Thomas, ON N5P 3T2

  
• 

  Reed's Metals Inc.

  19 E Lincoln Rd NE Brookhaven, MS 39601

• 

  Reed's Metals LLC

  6461 Topaz Ct Fort Myers, FL 33966

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:11/04/2024

  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 bought the lifetime warranty for my house windows, in the past they have come and checked them, and the ones that were foggy or *****. They replaced for free due to the warranty, I have been dealing with ***** ******, and she is telling me that they will replace the windows, but they will not put them in, she told me I need to pay someone to put them in. That is not how the warranty reads she is adamant that they will not put them in for me. I believe in 2005 and 2015 they have came and measured and replaced the windows that were bad with no issues. So, as you can see, I need a little bit of help, all I want is the two bad windows to be replaced with no cost to me, thank you.

  

  Business Response

  Date: 11/05/2024

  Ms. ****,
  Thank you for reaching out regarding your warranty claim. We understand your concerns about the replacement of your windows and past experiences with installation.
  While your warranty covers the replacement of insulated glass units (IGUs), it does not include labor for installation. In previous instances, installation services were provided in error, and we apologize for any confusion this may have caused.
  To ensure your satisfaction, we are extending a one-time courtesy and will replace and install the final two IGUs. We hope this will fully address your concerns and provide the resolution you were looking for.
  Please let us know if you have any further questions.
  Thank you,

  Cornerstone Building Brands

• Initial Complaint

  Date:10/17/2024

  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.

  Almost every window in our home has failed and we have been trying for over 2 years to get Cornerstone (Prime Windows) to complete the warranty work. In the beginning they were responsive and sent techs out twice but there are still many more windows that need to be replaced. I have called and emailed *******, the WA warranty gatekeeper, more times than I can remember to no avail. She will not email or call back. I have emailed and called her direct supervisor with the exact same results. I have also emailed and called her supervisors supervisor, **** ****** and he too refuses to call or email. I just called and spoke to a receptionist at the corporate office in ** and was given yet another name and email address of ****** **** whom I am supposed to email, but there is no phone number or way to transfer me to him by phone. I am now going to file a complaint with both the ** and WA attorney generals office to attempt to get this waste of space company to follow through with their warranty guarantees and fix each and every failed or failing window.

  

  Business Response

  Date: 10/22/2024

  Dear Ms. **************** understand and regret the frustration caused by the delays with your window warranty claim. The necessary materials have been ordered, with an expected arrival by October 29th to our technician. Youve been updated with the lead times, and were here to assist should you have any further questions or need clarification.
  We will continue to keep you informed as we work toward completing the necessary repairs.
  Thank you,
  Cornerstone Building Brands

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22435841
  
  I am rejecting this response because:  WA warranty lead ******* ***** or ******* or whatever her last name is these days has a long history of ignoring me for months at a time and even though I have received your fairly prompt response with promises to make everything right in a timely manner, history tells me the issues will continue and we will be continuing to try to get all our failed windows replaced same time next year.   You really should replace ******* and everyone else involved in warranty work in ** with people who will actually answer the phone, call you back, respond to emails, send out techs promptly and all the rest of the normal things people representing your company should be doing on a daily basis.  I really have nothing but awful things to say about your customer service.  
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:10/08/2024

  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 submitted an online complaint with Cornerstone Building Brands around June/July 2024 for a patio door window due to fogging/film caused by broken seals, I also provided requested photos and got an email response on August 21, 2024 with a Window warranty REF:032500001584. The customer service woman passed this info to Silver Line representative over a month ago, and I've been ignored since, no response to my follow up emails.Winter is around the corner, there is a draft into my house and this company disregards my complaint?I need a resolution from this company.

  

  Business Response

  Date: 10/10/2024

  Mrs. ************** appreciate you bringing your concerns to our attention and apologize for any frustration this situation has caused. We understand the urgency of resolving the issue with your patio door, especially with winter approaching.
  Upon review of your case, we see that your previous case (PG-2683416) was closed due to a lack of response, as we were missing a valid order number to process your claim. On October 8th, we left you a voicemail requesting this information, and we're pleased to note that since then, our **************** Representative has spoken with you directly. We have now successfully ordered the necessary replacement parts, and we are glad to hear that you are satisfied with the current resolution.
  Should you have any further questions or require assistance, please don't hesitate to contact us at your convenience.
  Thank you,
  Cornerstone Building Brands

  Customer Answer

  Date: 10/11/2024

   
  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. However, it is NOT true that I did not submit photos with my patio door label number to Cornerstone, as requested. On September 3, 2024, Cornerstone emailed me stating that my case had been moved to Silver Line, as it was their product, and that a Silver Line representative will reach out to me. Last time I followed up with Cornerstone was on October 8, 2024 to no avail, since the Silver Line representative had yet contacted me, nobody mentioned any missing additional information from me. *********** representative contacted me after that last email and my complaint with the BBB sent simultaneously. 
  
  Sincerely,
  
  ***** Elena *******

• Initial Complaint

  Date:09/10/2024

  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 contacted Cornerstone Building Brands on Wednesday September 4, 2024 for a warranty claim for a window. I provided all requested documentation requested in the warranty form and received an email confirmation with a Case ID: *****************

  

  Business Response

  Date: 09/10/2024

  Good afternoon, 

  I have left a voice mail at the number provided above ************ including my contact information so I can provide next steps of assistance. Please feel free to reach out to me at your convenience. 

  Thanks, 

  **************************;

   

   

• Initial Complaint

  Date:09/09/2024

  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 purchased this home in June of 2021. I immediately contacted Cascade Windows and let them know of several windows that were making loud popping noises and 1 large window was murky and scratched in between the panes of glass. They informed me that they would cover the windows and that they were still under warranty even though I was the second owner. Many years have gone by and numerous attempts to replace the large window have been done (numerous times the glass was made with major imperfections and once or twice was the wrong size) and the trim on a couple Windows were replaced. The issue still is as bad or worse then back in 2021 and the window in the master bedroom pops so loud in the morning it wakes both myself and my wife up daily. I recieved a letter from the company stating that they are no longer going to resolve the issue. I paid good money for this home and very upset that this company does not stand behind their product and make the needed repairs.

  

  Business Response

  Date: 09/18/2024

  Our management team will be reaching out to the homeowner directly to collaborate on a solution and ensure this matter is resolved promptly and satisfactorily.
  

• Initial Complaint

  Date:09/05/2024

  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.

  3/10/24 - *************************** (homeowner) submitted warranty request for 8 Plygem windows due to fogging/film caused by broken seals. 4/13/24 - Homeowner submitted labeled photos of 8 damaged panes including measurements to Cornerstone **************** **** *****************************. 4/15/24 - Homeowner received email from ***************************** stating warranty items had been ordered and would be delivered via ***** within 6 weeks.May 2024 - Eight panes delivered to homeowner. Jun 2024 - Homeowner researched contractors to install panes, received bids, etc. Jul 2024 - Homeowner attempts to contact ******* via phone and e-mail to ask question about 1 window (window in question) - whether it includes sash. No response received. *********************** from UTS (window installer) made contact and confirmed sash not included. ******* told him should proceed with installing glass only. 7/30/24 - Homeowner paid shutter company to have custom shutter detached on one window as required to install. 7/31/24 - UTS installs windows at residence. Upon install, it was noted that one piece of glass was the wrong shape/size. Homeowner called ******* and left VM. Homeowner emailed *******, included photo reflecting incorrect size. 8/04/24 - 8/19/24: No response from *******. Homeowner called and emailed ******* again. Homeowner continues to call and e-mail *******. 8/19/24 - ******* emails homeowner stating this one window is not covered by warranty as it is cracked. This is the first time we were made aware it was not covered. Warranty request was for 8 panes and we received 8 panes. We were never asked about this pane or how the cracked portion of damage occurred (during attempt to get film off). The pane has the exact same damage as the other 7 windows. 8/30/24 - ************************* (homeowner) receives return VM from supervisor, calls back 15 minutes later, leaves VM, no response. Multiple additional attempts made with no response.Request: Replace pane and pay $150 trip charge to have contractor back out

  

  Business Response

  Date: 09/12/2024

  Our **************** team is in contact with the homeowner. A new lower sash has been ordered, and the ** team will keep in touch with the homeowner for next steps.

  Customer Answer

  Date: 09/12/2024

   
  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 at this time pending delivery of correct product, which can take up to 6 weeks. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/19/2024

  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 filed a warranty request online to replace three fogged windows. The windows are different sizes, but there was no way to indicate that fact on the warranty submission form. Approximately two weeks later, I received a response via an e-mailed notice that I would have to pay $115 to have replacement windows shipped to my home. I tried to call three times during their advertised business hours (8 a.m. to 5 p.m. Eastern, Monday through Friday), and each time a recorded message plays stating the office is closed and I must call back during business hours. It is impossible to reach anyone there for help. $115 for a warranty service that should be free is outrageous!

  

  Business Response

  Date: 08/30/2024

  Our **************** Team is working with the homeowner on gathering additional information to order the products needed for warranty. We are providing a reduced shipping cost as a one time accommodation . Shipping charges are based off distance, size and weight of products. We will be sending 3 sashes via ***** to the homeowner.

• Initial Complaint

  Date:08/19/2024

  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 and had installed a ******** window through ********** around May of 2022. A short while ago (about after 2 years of use) the crank handle on the window broke. I reached out to ********** and they instructed me to file a warranty claim with ******** since the window would be covered. I filed the claim (PG-2657507-N7F7H6) with ******** and they responded in a couple weeks saying that my claim has been approved and the part is covered. In the same email they said that for them to ship the part i have to send $15 to cover the shipping. From what i can understand the total cost of the part is not even $15. I have reviewed the warranty and i have a hard time finding/understanding where i am responsible for shipping costs. Even if i am responsible for shipping costs i would like to understand the exact location that this part is shipping from as to justify this cost. My desired resolution is for ******** to ship the part to me at no additional cost to me.

  

  Business Response

  Date: 08/20/2024

  Our **************** team has reached out to the homeowner. Warranty items were ordered through ********** and will ship via **** The new order number is 16292575. 

  Customer Answer

  Date: 08/21/2024

   
  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:08/05/2024

  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 filed a warranty claim on a French Door locking mechanism that was installed in 2017 and still under warranty. The warranty was filed on 7/8/24. I was notified by the company that they can no longer warranty the part due to it no longer being manufactured and offered a settlement. I emailed the claims representative with additional questions regarding the settlement offer and how it would be handled and affect the remainder of my product warranties and have received no response to multiple voicemails and emails. Their customer service line is no help as they will only send messages asking for a callback which then never happens. The door in question is an exterior door that no longer locks properly due to the faulty locking mechanism and I have expressed that this causes a safety issue as my home is not secure and still no response.

  

  Business Response

  Date: 08/13/2024

  We have reached out to the homeowner and provided the answers to the questions regarding the buyback/settlement. We are currently working with the homeowner to reach a settlement for the product we no longer offer.

  Customer Answer

  Date: 08/13/2024

   
  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:08/01/2024

  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 windows that were installed in my house when it was built in 1996. One of them became extremely fogged between the panes of glass, making it very difficult to see through. A warranty claim was submitted with Cornerstone Building Brands via their website. It took between two and three months for my case to be "assigned" to someone so it could be handled. They eventually told me that I could use a contractor to obtain the measurements of the window so that I can send it to them. At the time, I had a contractor doing other work on my home so I had him take the window hole/size measurements. I submitted them to the contact at Cornerstone.The contact them asked me in two subsequent emails to submit the measurements, which I did again. Then, I was asked again by a different person, to which I again sent them. Then, in another later email, the person told me that they needed other figures about the windows such as the thickness of the glass. By this time, my contractor was gone to work on other projects. I told Cornerstone that my contractor would not be available again for another approx. 6-8 weeks to be able to get any more information.I then receive an email saying that "We hope that the issue has been resolved, but should you still need our assistance, please resubmit your request on our website".I first submitted my claim with them on 3/30/24, and they tell me to resubmit my request on 8/1/24. These correspondences have been going on with them for over 4 months with no resolution. Cornerstone took 2 months to "assign my case" to someone. Then asked for "measurements" but not exactly what they needed. Then switched me a different person asking the same thing. Then when my contractor is not longer available for a period of time, they tell me to "resubmit my claim". My first claim has gotten me nowhere in 4 months.They appear to be trying to make me go away. I would like them to tell me what they need to honor my warranty.

  

  Business Response

  Date: 08/19/2024

  Our **************** team reached out to the homeowner on 8/2/2024 requesting glass details including glass sizes, glass thickness, glass details, and the shipping address for where the glass will be shipped. We are unable to ship the glass directly to the homeowner, so the contractor will need to provide a shipping address. Once we have this information, we will place the replacement glass order.

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22077347
  
  I am rejecting this response because:

  It is insulting.  I have provided the glass size to them multiple times, which is what they asked for.  They did not ask for other specific information until just recently, and I am working on getting that information.  I have also provided the address of the contractor to ship it to, and now they ask for it again as if it was never provided.  This response from the company is the same stall tactics that they have been using with me for months, and then they threatened to close my claim.  This is why I had to go to the BBB.  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/20/2024

  Our **************** team is currently working with the homeowner through our warranty claims department to resolve the issue. Our team will be able to order replacement parts and continue through the resolution of the claim once we have all necessary information.