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
- 381 total complaints in the last 3 years.
- 88 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:05/18/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have Plygem windows under warranty. I've filed warranty requests on 2 separate occasions over the past month without any response or assigned work number regarding one of my home's windows. I've dealth with Polygem warranty requests twice before in the past 4 years and I received a tracking number of my warranty requests. Right now I don't know if my current request has been received or if it's in a queue to be processed.
Business Response
Date: 05/18/2022
Our apologies for not providing the appropriate communication, but your claim has been received and can be identified with claim # **********. We've gone ahead and marked it for priority processing so you should be hearing from one of our representatives soon regarding next steps.
Initial Complaint
Date:05/17/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased 2 windows from **** ***** 11/8/2015 under the name ******** ********* ** ********* December of 2021 I tried to open one of the windows and the window weight came thru the window casing by the lock button. Now it is not usable. I contacted **** ***** they told us to contact ********, ******** told us to contact PlyGem since they had purchased that line of windows. I contacted PlyGem on 3/23/22 and received a claim number for the warranty (PLY GEM CASE ID: *****************) . I called them at ###-###-#### on 4/28/22 which was 30 days from the date we received the case ID number. I spoke with ****, she told me she would escalate my case to a case manager and I would hear from someone in 10 days. Today is 5/17/22, I have not heard from anyone, tried calling today and was hung up on twice. In reading the complains on the BBB site, I feel this may be the only way I will get this resolved and get my window replaced. All I want is a new window. I have 8 more windows we need to replace in the house and apparently I will be looking for another brand as it appears PlyGem doesn't care about customer service. If they won't replace the window they should at least refund me for a new one plus labor.Business Response
Date: 05/31/2022
This warranty request has been processed and shipping direct to the customer.Initial Complaint
Date:05/16/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The windows purchased and installed during our house build appear to be compromised. I have attached pictures of one of the windows that is comprised. I have also attached the original purchase order from ************ ******** Supply. I submitted a warranty claim March 6th, received an immediate reply of acknowledgement the same day with a PLY GEM CASE ID:*****************. April 13 received a notification of high volume of warranty claims with a different reference number ************ *********** April 21 received an email from ******* ***** with a different reference number REF:*********822 indicating they needed more information off the window but there are no stickers on our windows so I replied on April 22 with that information, asking for someone to come look at the windows for warranty approval. ******* ***** replied April 23 indicating no one could come out without the order number. April 24 I sent the original purchase order from ************ ******** Supply attached to this complaint. Resent the email with purchase order May 1 and May 8 and never heard back from ******** today is May 15. Thank you for your assistance.Business Response
Date: 05/26/2022
We have placed the warranty order with expected shipping on 6/17. Apologies for the delay.Initial Complaint
Date:05/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
on June 16, 2021 Isigned a contract with ************* (eco view) for new windows for my house. I was told by the salesman (************************* ************) that it would be prox 6-weeks for delivery and installation. I have called numerous times, occasionally i would talk to a ***** until ******** then ****** getting all kinds of excuses as to why I was not getting service. I paid $4500.00 down. I can no longer get anybody on the phone. I am asking for your help to get my money back.Business Response
Date: 05/24/2022
Our apologies that you haven't received this order. However, since we do not sell direct to consumer and you made the purchase from an installer or ********** will be difficult for us to track it on our end. If you have any paperwork to share regarding the purchase, we will be happy to review to see if we have an order in the system on our end.Customer Answer
Date: 05/27/2022
Complaint: 17194482
I am rejecting this response because: i do not have any way to send you a copy of my contract, and you should be able to force your customer (weatherseal of *********] to fulfill the contract or refund my money
Sincerely,
***********************************Business Response
Date: 05/31/2022
Our apologies, but we are not familiar with the company, Weatherseal of *********. It's possible they are a customer of one our our customers, but we cannot assist without further information.Initial Complaint
Date:05/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have a window manufactured by Simonton windows in our living room.. We found water on the window sill and upon further inspection found mold in our living room wall. We had the mold removed and had 2 construction companies check the window and there is water getting in somewhere causing the moisture and mold. We filed a warranty request with them last fall and it just was dropped. Called them again this spring and explained situation and still haven’t heard if they are going to do anything. I have a lung disease and continue to have infection in my lungs.. their non-action is unacceptable!! We also have another window where the seal between the panes is leaking and have a cloudy window… Not sure if they have so many complaints and not enough staff to deal with their problem windows. This is a major health concern!!!Business Response
Date: 05/23/2022
A Simonton Product Specialist reviewed photos submitted last October and provided the following information:
Advised the homeowner the window has separation between the brick and the window where water can get in. Suggested the homeowner have the contractor reseal the window including the mull and this should stop the leak. Advised the brick was tight to the window and could be causing issues. Advised the homeowner the warranty was a parts warranty, but it did not appear any part was broke, this window appeared to just needs resealed. The homeowner advised she would look into having the window resealed around the perimeter.
If you have an additional window with a broken seal, please complete the warranty request form on our website to have your parts claim processed.
********************************************
Customer Answer
Date: 05/26/2022
Complaint: ********
I am rejecting this response because:My last conversation with ****** **** he was going to go home and take the pictures I had sent and mark where he thought there may be a problem. He never got back to me after that conversation!!!!! I also had two different construction firms check out what he thought may have been a problem, but they did not find anything like he said.I also feel this issue has definitely affected my lungs.. I guess we need to head to court to prove what crappy windows they make. They also want me to file another warranty claim about the windows where the seal has leaked between the two panes. They absolutely are very u responsible company!!!! A claim was filed last year.. I don't find that to be a responsible company!!I’m not satisfied with their response at all!!!******* ***
Sincerely,
******* ***sBusiness Response
Date: 06/01/2022
We stand by our response. This warranty provides parts/pieces should there be a manufacturing failure. It does not include labor for inspection or repairs. Should it be determined that any part is needed, it will be provided per the warranty. We would suggest having a window professional review our findings and examine the installation of the window.Initial Complaint
Date:05/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have contacted ******** they have shipped up replacement windows, the issue is ***** is no longer in business (the installers of your products) since the windows are still under warranty and the windows are all different sizes, we need an authorized ******** installer to replace the windows that were shipped to us. We are both seniors (my wife and I) in addition we are both currently disabled. WE need to have this window issue resolved as it directly impacts the quality of our lives. Being that it is your products that a now defunct company installed, coupled with the fact that the windows are still under warranty, we believe that ******** should out of good faith bear the weight and responsibility of having the window issues corrected. As I had stated earlier, we are both disabled seniors who are on a fixed income.Business Response
Date: 05/10/2022
The ******** warranty does not include labor to replace parts associated with the warranty which are provided at no charge if validated. Our warranties can be reviewed on our website at www.********.com.Customer Answer
Date: 05/10/2022
Complaint: ********
I am rejecting this response because: . Due to the complicity of ******** and ***** business relationship with light of ***** no longer being in business we believe that ******** bears the weight of ensuring the replacement windows are installed properly. As we have stated we are both seniors with disabilities on a fixed income. We had purchased your products with the expectation we would have no issues. The windows "clouded and fogged" during the warranty period we are holding ******** as responsible for negligent products. If your products held up per your warranty we would not be in this position. We are pleading that you do the right responsible action and send a team to install the replacement window you have sent.
Sincerely,
******* ********Initial Complaint
Date:05/09/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I filed a warranty claim for defective window 2.14.2022, received a case ID of ****************** Since that point in time I received an email from them every month that they are experiencing higher than normal volumes and will be in touch soon. Approaching 3 months and cannot address a warranty concern? Unacceptable.Business Response
Date: 05/10/2022
We have located and prioritized this case. Our customer service department will be reaching out with details in 1-3 business days. Our apologies for the delays.Business Response
Date: 05/10/2022
We have located and prioritized this case. Our customer service department will be reaching out with details in 1-3 business days. Our apologies for the delays.Initial Complaint
Date:05/03/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
New Windows in new house and fixed pane windows made to look like casement are failing. This means around is entering conditioned air space and a majority of frames are warping. Complaint filed in September of 2021
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