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.

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  Cornerstone Building Brands

  5115 New Bern Ave Raleigh, NC 27610

  
• 

  Simonton

  3948 Townsfair Way Ste 200 Columbus, OH 43219-7003

• 

  Silver Line Building Products LLC

  1 Silverline Dr North Brunswick, NJ 08902-3397

• 

  Plygem Siding Group

  4500 Early Rd Rockingham, VA 22801-9792

• 

  Mitten Siding & Accessories

  70 Curtis Ave N Paris, ON N3L 3T2

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: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

• Initial Complaint

  Date:02/25/2025

  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 originally purchased our townhouse in November, 2020. We noticed the discoloration on the siding when we purchased the home but were told by the selling party that there is a warranty and we can file for that. There is a lifetime warranty on this product but we have been unable to get a reply to our issue. I am naming R. ***** ********, Territory Sales Manager as the person who I have been calling every week for the past 6 months or so. ************ is his number. He is a Ply Gem Territory Rep and is the one that needs to push this along.

  

  Business Response

  Date: 03/20/2025

  We received a partially filled out claim form from these homeowners on 11/8/2024.  On the same date, we opened a claim (WCG3786) and sent them an email asking for the additional information needed to continue with the claim (i.e.: pictures, sample(s), etc).  They emailed back on 1/12/2024 stating they are trying to get the rest of the information to us and stated they were unwilling to send in a sample.  Our Tech *** responded the same day via email with the explanation of why we needed the samples and suggested they may want to reach out to the installer/contractor for assistance.  That was the last we heard from them.  At that point in the process, we didn't even have any proof that the material on the home was produced by Ply Gem.  **** referred to the applicable warranty for the brand that the claim form came in under and explained it was their responsibility to provide the necessary sample.

  The applicable ******************* Lifetime Transferable Warranty states in the section "What Must You Do To Be Covered?" that "you must do the following to be entitled to coverage-...bullet point #2:  'Notify us in writing of any defects or other conditions that may be covered by this warranty withing a reasonable time after you discover the condition.  The written notice should describe the defect in detail.  For claims of excessive color fade, in order to accurately evaluate, we will require the submission by homeowner to the manufacturer (a) a sample piece of the affected area on any and all uneven color loss claims and (b) a copy of an annual preventative cleaning schedule."  

  However, since it is our desire to maintain a good relationship with all our customers, we reached out to our Territory Sales Manager who was specifically noted in the complaint.  While he had no recollection or record of dealing with the claim or the homeowners involved, he did state that he would be in the area in the upcoming days and would make an attempt to reach out to the homeowners and help them understand the process.  Our Territory Sales managers cover large areas encompassing multiple states at times which makes it nearly impossible for us to visit each warranty site in person, hence the requirement in the warranty for the homeowner to provide us the necessary information and samples to accurately address the claim.

  Our TSM did visit the stie and will be forwarding the necessary information to us shortly.  As soon as we have the samples and are able to clean and test them, we will report the results back to the homeowners and review the next step(s) in the process.  

• Initial Complaint

  Date:02/24/2025

  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.

  This filing is in reference to ******** Windows/Cornerstone Building Brands for claim submitted in December 2024 ( Case Number PG-*******-JABOL1 REF:032500003349)-to report the company's non-compliance to potentially leverage mediation services for failure to honor term coverage for the 20-year limited warranty on all windows/accessories. The subject residence is property: ************************************************, which was built by *********** in 2005. Per email correspondence, ******** ********* at Cornerstone, ill-advised that units prior to 6/22/2007 went to a 10-year warranty as well as falsely informed the start of warranty was dated 7/24/2003. First of all, the house wasn't even built in 2003. My parents bought the house in 2005 and closed and moved in sometime in mid to late March. Also, I successfully placed an order under warranty terms on 9/30/2019 for replacement screens for all windows/doors (see attachments), 6 years after Cornerstone confirmed warranty was expired. When placing order, ******** Windows customer service confirmed that coverage expires in 2025 so make sure to address all repairs/replacements prior. This warranty information was of course addressed per closing on the house in 2005. Additionally, *********** advised of the 20-year limited warranty on the windows as well and added that ******** should honor the term coverage. The fluctuating warranty information Cornerstone has is grossly inaccurate. Since this product is still within the time frame where manufacturer is obligated to repair or replace it for free if it becomes defective, ******** should cover the costs for any necessary repairs or replacements as per the warranty terms. After several attempts after 1/27/25 to reach ******** at Cornerstone to resolve issue, I was completely ignored and received no correspondence thereafter. I then called a week ago and spoke to a support agent that then said warranty started in 1998-I asked to speak to a manager-no one called me back.

  

  Business Response

  Date: 02/28/2025

  Ms. ******************** you for reaching out regarding your warranty claim. We understand your frustration and appreciate the opportunity to clarify the situation.
  While the warranty for your windows has now technically expired, we are making a one-time accommodation to provide the replacement screens at no cost to you. We will be placing the order and will provide you with the order number and estimated shipping date once confirmed. Please note that any future replacement parts will need to be ordered through a local distributor as a chargeable item.
  We appreciate your patience and are committed to ensuring you receive your replacement screens as quickly as possible. 
  Thank you,
  Cornerstone Building Brands

• Initial Complaint

  Date:02/10/2025

  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 am writing to file a formal complaint against Cornerstone Building Brands, as they have failed to deliver on their promise of providing quality windows and upholding their warranty. I purchased a home 3 yrs ago windows the home has PLY-Gem windows installed. However, a couple of years after installation, the windows began to show significant defects, appears to be issues with seals, two windows have a haze over them I believe the low-e coat has failed. Despite repeated attempts to contact their customer service and warranty department for resolution, they have been unresponsive and unhelpful in addressing these concerns. This lack of accountability has left me frustrated and disappointed, as I trusted this company to fulfill its commitments. I am requesting that the Better Business Bureau intervene to ensure that my warranty is honored and the quality issues are resolved promptly. I have a case with them #PG-2904290-Y3L7N8

  

  Business Response

  Date: 02/11/2025

  Mr. ******************** you for reaching out regarding your warranty concerns. We understand your frustration and appreciate your patience as we work to resolve this matter.
  Your warranty claim (Case #PG-2904290-Y3L7N8) was received on February 3, 2025, and we have since processed a new order (#*******) for the necessary replacement parts. The order is scheduled to ship on February 28, and as a courtesy, we have waived the shipping fees.
  We are committed to ensuring this issue is resolved promptly and will continue to provide updates as your order progresses. If you have any further questions, please dont hesitate to reach out.
  
  Thank you,
  Cornerstone Building Brands

  Customer Answer

  Date: 02/13/2025

   
  Better Business Bureau:
  
  I received a call from ****** *., who took the time to listen to my concerns and assured me that they would be addressed promptly. She informed me that my defective windows would be replaced and even went above and beyond by waiving the shipping cost for the replacement windows which is not covered by the warranty, I truly appreciate Cornerstone Building Brands for stepping up and doing the right thing. I am satisfied with the outcome and am comfortable with closing the complaint ticket. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/10/2025

  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.

  I filed a warranty claim on window that had fogged. I send the barcode information from the original order that was 20 years ago. All as instructed by ********. The warranty claim was approved and I paid $300 for delivery plus $850 for an installation from a local glass company I found on the ******** website. All according to instructions from ********. The windows were the wrong size and could not be installed. After much back and forth ******** said new windows would be sent, with no delivery fee, but they did not have measurements taken and did not give clear a clear date for delivery. I would also have to pay for the installation at another $850. I am selling my house and need the windows as soon as possible. I have moved forward with new glass from the local glass company for $1,534. I requested reimbursement for the delivery and the fee for the installation for a total of $1150. This would save ******** the cost of delivery and materials and labor for the widows. ******** has stopped communication with me.

  

  Business Response

  Date: 02/24/2025

  Mr. **************** you for following up on your warranty claim. We understand your frustration with the process and appreciate your patience as we work through your concerns.
  We have received the additional documentation you provided regarding your request for reimbursement. Our claims team is currently reviewing the information and will provide you with an update as soon as possible.
  We recognize the urgency of your situation and will keep you informed as we move toward a resolution.
  Thank you,
  Cornerstone Building Brands

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22919293
  
  I am rejecting this response because:
  At this time the company is still reviewing documentation I have submitted to them. They have not offered a resolution to my complaint. Until a resolution is offered, I am still dissatisfied with the outcome. 
  I understand it takes time. I appreciate they have committed and look forward to seeing the resolution they offer. 
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 03/10/2025

  Mr. **************** you for your patience as we worked to resolve your warranty claim.
  We have reviewed the documentation you provided and have extended a settlement offer to reimburse you for the labor and parts costs. We have received your signed acceptance of this offer, and we are now processing the necessary Vendor Add and Check Request forms to finalize the reimbursement.
  If you have any further questions, please feel free to reach out.
  Thank you,
  Cornerstone Building Brands

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22919293
  
  I am rejecting this response because:

  I have accepted the settlement amount proposed, but have not received the payment. Until the payment is received I cant report a satisfactory resolution. 
  I believe the payment will arrive soon and then I will be happy to report I am satisfied with the result. 
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 03/27/2025

  Mr. **************** you again for your continued patience.
  According to our records, your reimbursement check (Check #*******) was sent via ***** Overnight with tracking number ************ and should have been delivered by 5:00 PM on March 19, 2025.
  If you have not yet received the check or have any issues with it, please let us know so we can follow up promptly.
  Thank you,
  Cornerstone Building Brands

• Initial Complaint

  Date:01/23/2025

  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.

  In brief, I filed a warranty claim (Case ID = ****************** on August 2, 2024 with Ply Gem (formerly Insulate/Vinyltek)* for windows in which the frames are currently buckling outward (by 4 inches over a 6 foot length, as measured by a company representative). The windows were sold in 1993 with a lifetime warranty. The key points are:1. The windows were sold with a lifetime warranty (copy attached) .2. ******* changed its manufacturing process to make the frames more robust since warping frames had been occurring with windows produced during the early 1990s 3. The warranty excluded a number of situations, but not settling (but there are no signs of settling, so thats not an issue in this case).4. The company representative sent to examine the windows reported that the windows were bulging 4 inches out over 6 feet. He further stated that there were no cracks in the foundation, nor in the drywall, and most importantly no indications of settling, and that an engineer would call to set up an appointment.5. When no engineer called, I both emailed and called ***** *******, Claims Scheduler and he said that since the house was settling the claim wouldnt be honored (but there is no evidence of that). 6. Multiple requests to Mr. ******* and the President and CEO of Ply Gem for copies of the photos taken by the company representative, and his report stating that there were no cracks in the foundation or drywall, have been ignored.7. If a company denies a lifetime warranty claim, it is incumbent upon them to provide the purported evidence for the denial.8. The company has honored the lifetime warranty several times since 2004.Details, and a copy of the warranty, are available in the attachments.

  

  Business Response

  Date: 01/27/2025

  Mr. ***************** you for reaching out regarding your warranty claim. We understand your concerns and appreciate your patience as we work to address this matter.
  A new claim has been opened under Case ID **********, and we have been in contact with you regarding next steps. We have scheduled an inspection with the original technician, our ************* Supervisor, and a third-party representative to thoroughly evaluate your windows and gather the necessary information.
  We are committed to ensuring this matter is reviewed comprehensively and will keep you informed as the process moves forward. If you have any additional questions, please dont hesitate to contact us.
  Thank you,
  Cornerstone Building Brands

• Initial Complaint

  Date:01/22/2025

  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 Sep 2021 in which the builder installed Ply Gem double pane windows throughout the home. The windows have a 20 year warranty against defects and the warranty states that, "Ply Gem will, at no cost to you, provide components needed to correct any of the following conditions if it is directly caused by a defect in the product as manufactured, as determined by Ply Gem Windows, and has resulted in a significant impairment in operation and usage." One of the covered conditions listed is failure of the insulating glass unit (IGR) seal. I have uploaded the warranty. We now have 4 windows in which the insulating glass unit (IGR) seals have failed with subsequent permanent fogging on the interior glass due to intrusion of moisture between the panes. We submitted a complete warranty claim which ******* has approved the replacement of the glass units. However, Ply Gem wants to charge $175 to ship the needed components to us. However, the applicable warranty makes no mention of paying shipping for replacement parts (it states, at no cost to you). I believe Ply Gem is trying to recoup the cost of replacement components by charging excess shipping costs.We have contacted Ply Gem with our complaint but they insist that shipping costs are not part of the warranty, although there is no mention of paying shipping in the warranty (at no cost to you). We request that Ply Gem ship the needed components to us at no cost to us as stated in the warranty.

  

  Business Response

  Date: 01/22/2025

  Mr. ************** you for bringing your concerns to our attention. We understand the frustration youve experienced regarding your warranty claim and the shipping fees for your replacement components.
  To resolve this matter, we have decided to waive the shipping and handling fee as a one-time courtesy. The necessary replacement components will be shipped to you at no cost. Our team will be contacting you today to confirm this update and provide any additional details.
  We appreciate your patience and the opportunity to address your concerns. If you have any further questions, please dont hesitate to reach out.
  Thank you,
  Cornerstone Building Brands

  Customer Answer

  Date: 01/25/2025

   
  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:01/13/2025

  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.

  Good morning.I order gloss for my broken window, paid for on November 1 2024. They send me wrong gloss For different window. I contact them via email numerals time. They told me I will receive the gloss on December 31 2024. Then I will receive on January 2, 2025. Then I got email that it gloss they sand to service technician. Today is ********** no gloss. In addition I have 2 window that is still under warranty. that need to be fixed. The promise to send me parts to fix them.

  

  Business Response

  Date: 01/17/2025

  Mr. ***************** you for bringing this matter to our attention, and we sincerely apologize for the delays and confusion surrounding your replacement glass and warranty claims.
  To address your concerns, a technician has set a tentative date of January 29th to complete the service. We are currently awaiting your confirmation to finalize this appointment. Once confirmed, we will ensure that all necessary parts and repairs are addressed during the visit.
  We appreciate your patience and understanding as we work to resolve this issue. Please feel free to reach out if you have any questions or would like to confirm the scheduled service date.
  Thank you,
  Cornerstone Building Brands

• Initial Complaint

  Date:01/09/2025

  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.

  I have a valid warranty claim for failure of Atrium windows that has occurred within the warranty period. I have documents showing the purchase, and delivery of the windows to me for new construction, but Atrium insists on an ID number from a "sticker" on the frame. None of my units have ever had such a "sticker" and this requirement was not an issue when 13 pieces were replaced by Atrium in 2015. Atrium will not communicate with me because I am an "individual" and Lowes (Atrium's selection for communication) will not help me file a claim because Lowes says Atrium will not accept claims without the "sticker" information. I have made multiple attempts to resolve the issue, but the "Atrium **************** Team" will not respond to my emails

  

  Business Response

  Date: 01/10/2025

  Mr. ****************** you for reaching out regarding your Atrium windows and the challenges youve faced in filing your warranty claim. We understand your frustration and appreciate your persistence in seeking a resolution.
  To address your claim, we have created a pro-rated quote for the necessary replacement parts and have contacted Lowes (store #****) to process the order on your behalf. Once Lowes provides us with the required purchase order, we will notify you with the new PO number and provide an estimated delivery date for the parts to be delivered to Lowes for pickup.
  We will keep you updated throughout the process and ensure you receive the information needed to complete your claim. If you have any further questions or concerns, please dont hesitate to reach out.
  Thank you,
  Cornerstone Building Brands