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
- 356 total complaints in the last 3 years.
- 90 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:08/19/2024
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 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: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.
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,
*************************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.Initial Complaint
Date:08/05/2024
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.
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,
*****************************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.Initial Complaint
Date:08/01/2024
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.
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.
e 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.
Sincerely,
***********************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.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.
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