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
- 339 total complaints in the last 3 years.
- 102 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:11/12/2025
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 am writing to bring to your attention a fraudulent account that has been opened in my name . I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the fraudulent account:Creditor Name: CORNERSTONE Opened Date: 2/16/2017 Account Number: *****************I kindly request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate it if you could provide confirmation of the account's closure and any relevant documentation related to the fraudulent activity.
Business Response
Date: 11/12/2025
Taishiera,
Thank you for contacting us. We would like to clarify that we are a building products manufacturer and have no connection to the account mentioned in your ********** appears this issue should be addressed to a different organization that has a similar name.
We are not associated with the account details provided and are not involved in any credit or financial services. We suggest reaching out to the relevant financial institution or credit bureau to resolve this matter.
Thank you.
Cornerstone Building BrandsInitial Complaint
Date:11/12/2025
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 leak when it rains and the screens are coming apart. I am totally dissatisfied with the windows. Ive been trying to get this resolved since July 2025. I called Lowes and they told me to call the installer. I called the installer and they told me to call Lowes. I called a Lowes again and was told to submit claim online. Its been more than 7 days and no response. I want my money back. Im totally dissatisfied with the product and I want my money back.Business Response
Date: 11/24/2025
Ms.*****,
We appreciate you reaching out and bringing this issue to our attention. We understand your frustration and have been committed to working with you to find a solution. Our technician visited your home on November 20th and successfully sealed the window without any voids.
If you have any further concerns or need additional assistance, please don't hesitate to contact us.
Thank you.
Cornerstone Building BrandsInitial Complaint
Date:11/11/2025
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.
Several windows in our home have faded and we file a claim with Ply Gem Cornerstone Building and they sent us replacement windows. In May, we noticed another window faded and we contacted ***** ****** and she told us to file another claim. We did and never heard back. Finally, ****** ******* asked us to resubmit the picture and label again. We never heard from Ms. ******* again after a dozen attempts. We called the corporate office and was told to contact the supervisor **** *******. We left several messages and sent an email, but haven't heard back.Business Response
Date: 11/24/2025
*** and Mrs. ******************** you for bringing this issue to our attention, and we apologize for the lack of communication you experienced. Your warranty request has been successfully processed, and you can expect delivery by December 2nd.
If you have any questions or need further assistance, please do not hesitate to contact us directly.
Thank you.
Cornerstone Building BrandsCustomer Answer
Date: 11/24/2025
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,
**** And ***** ******Initial Complaint
Date:11/11/2025
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.
One of my Ply Gem windows is collecting dirt between the 2 panes of glass. I looked online to determine if I had a warranty on the window. I completed claim form on Oct 19th, case # PG-*******-Q4V2G2 (received an auto reply via email). Upon hearing nothing further, I sent follow up emails on Oct 26th and again Oct 30th. I also went to Ply Gem's web page and completed a "contact us" email form asking for some follow up. So far, zero response from ******* or their parent company Cornerstone. I believe my window is covered by the warranty and I'm seeking the replacement window panel (lower, moveable part of the window). Pictures were uploaded as part of original warranty claim.Business Response
Date: 11/24/2025
Mr.********,
Thank you for reaching out. We would like to inform you that your case is currently on hold while awaiting the payment for the shipping fee. We have received your response indicating that you will be returning to the home address on December 1st and plan to make the payment at that time.
Please feel free to contact us if you have any further questions or need additional assistance.
Thank you.
Cornerstone Building BrandsInitial Complaint
Date:11/06/2025
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.
On November 13, 2024, I purchased a Reliabilt sliding glass door (model ************) from Lowes, which was professionally installed and has been in normal residential use since that date.On October 23, 2025, less than a year after purchase, the exterior glass pane of the sliding door spontaneously shattered in the middle of the afternoon. The weather was calm no wind, impact, or visible damage occurred and the glass simply exploded outward on its own. The incident was both shocking and dangerous.I immediately contacted Lowes, who escalated the issue to Atrium Windows and Doors, the manufacturer of the Reliabilt product line. Despite the failure clearly occurring within the one-year warranty period, Atrium refused coverage, claiming this was an act of God.That explanation is unacceptable. There was no external force, impact, or misuse this was plainly a manufacturing defect or material failure. To deny warranty coverage under these circumstances is inexcusable and inconsistent with both product warranty obligations and reasonable consumer expectations.I am requesting that Atrium Windows and Doors and Lowes work together to provide a full replacement of the defective exterior glass panel at no cost.Additionally, I ask that Atrium issue a written acknowledgment that such spontaneous glass failures will be treated seriously in the future, as they present a significant safety hazard to homeowners.Desired Resolution:Free replacement of the defective exterior glass panel (Reliabilt Model ************).Written confirmation that the incident is covered under the one-year warranty.Acknowledgment that spontaneous glass failures will be addressed responsibly going forward.Attachments:Lowes purchase receipt from November 13th, 2024 Photos of the shattered exterior glass showing no impact damage Copies of correspondence with Lowes and Atrium regarding the claimBusiness Response
Date: 11/21/2025
*****,
Thank you for reaching out and providing detailed information about your experience.We understand how concerning and dangerous this situation must have been.
Please be assured that we have created a new case for your incident, case number PG-*******-B8S5Z6. Our customer support team has reached out to you directly requesting pictures, which will help us in thoroughly investigating your claim.
We are committed to resolving this issue promptly and want to ensure you receive the appropriate resolution.
If you have additional questions or need further assistance, please feel free to reach out to us.
Thank you.
Cornerstone Building BrandsCustomer Answer
Date: 11/25/2025
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:10/31/2025
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.
On September 2, 2025, I submitted a warranty claim to Cornerstone Brands for a cracked window. This claim was made within the warranty period, which expired on September 24, 2025. The crack clearly originated from the frame with no visible point of impact, indicating a manufacturing defect rather than damage caused by use.Despite submitting my claim on time, Cornerstone Brands did not respond until October 30, 2025, over seven weeks later. Their response stated that my claim was outside the warranty period, which is incorrect based on my original submission date. When I provided proof of the submission date, they then changed their reasoning, claiming that glass is not covered under the warranty.When my home was built, I received documentation outlining warranty coverage, which specifically included windows for one year. It appears the company is refusing to honor its warranty obligations by offering multiple, inconsistent excuses rather than resolving the issue in good faith.I am requesting that Cornerstone Brands honor the valid warranty claim and repair or replace the defective window as originally covered.Business Response
Date: 11/12/2025
Mr.*****,
Thank you for bringing this matter to our attention. To resolve the issue, and as a one-time courtesy, we are providing you with a replacement glass. You will receive the order details today, which will include all the necessary information. If you have any further questions or concerns, please do not hesitate to contact us.
Thank you.
Cornerstone Building BrandsCustomer Answer
Date: 11/13/2025
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:10/30/2025
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 submitted a warranty claim with Cornerstone Building Brands in August, ref # ************ but they have not returned any email since August 18th. I just want them to contact me so I can get the issue with my windows replaced, but they are refusing to contact me.Business Response
Date: 11/06/2025
Mr.*******,
Thank you for bringing this issue to our attention, and we apologize for the lack of communication you experienced.
After reviewing your case, we have arranged for the necessary materials to be shipped on November 10. As a one-time courtesy, we will also be waiving the shipping fee.
If you have any additional questions, please feel free to reach out to us.
Thank you.
Cornerstone Building BrandsInitial Complaint
Date:10/13/2025
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 am filing a claim for a faulty window panel on my home containing Ply Gem Windows. The warranty states clearly that "Ply Gem Windows will, at no cost to you, provide the components needed...".I filed the claim at the end of July. Eventually emailed and called them in Sept to check status. Received an email on 9/21/25 stating that my claim has been approved and once I paid a $60 shipping and handling charge they would release the order for production. I began questioning the S/H charge as the warranty clearly states "no cost to you", there is absolutely no reference in the original warranty that S/H are not included and other neighbors in the past did not have to pay any type of S/H charges. Each email response from them ignores the warranty verbage and just references their original email stating the S/H charges. My continued immediate response is to ask them to reference the original warranty which states no charges.They have a 30 day guarantee on the claim and on the 20th of this month that claim will no longer be valid and I will have to file again (with another 8-12 week processing time). Their responses to each of my emails has taken at least 1 week, thus delaying the claim.I am hoping that by bringing this to the attention of management, these new S/H charges will not be instituted and they will comply with the original warranty now and in the future should any other window panel in my home have a problem.Business Response
Date: 10/24/2025
Ms.******,
Thank you for reaching out and sharing your concerns. After reviewing your case, we will be ordering the necessary materials, and as a one-time courtesy, we will be waiving the shipping fee.
Please dont hesitate to contact us if you have any further questions.
Thank you.
Cornerstone Building BrandsInitial Complaint
Date:10/09/2025
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.
I moved into a new home 12/2021. My Bedroom window has condensation in between the glass panes. 8-15-2025 I filled out an online service ticket and I've been calling Ply Gem for warranty work and no one gets back to me. When I call I am told ther are too busy and will get back to me.Business Response
Date: 10/21/2025
******,
Thank you for bringing this matter to our attention, and we apologize for the lack of communication you experienced. Your case has been assigned to a warranty claims representative, who has already reached out to you to address your concerns.They will assist in obtaining the final materials needed to resolve the issue promptly.
If you have any questions or need further assistance, please do not hesitate to contact us directly.
Thank you.
Cornerstone Building BrandsCustomer Answer
Date: 10/22/2025
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,
****** Del ****-*******Initial Complaint
Date:10/09/2025
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.
We would like to reopen our case which has code: ********. This is an update on the case: 1. The first piece of glass for the door that was sent to us was the wrong thickness.2. The second piece of glass is defective. Ther do you think its black paint black paint I put black marks on the white grids which cannot be cleaned because theyre between the pieces of glass. 3. Hardware was not included in the shipment (new tracks and wheels) consequently, the door is not operational and cannot open or be closed.4. We were told by ******* they no longer had the hardware to replace the crank out windows but if we purchase them, they would reimburse us.This is unacceptable as the w.arranty states replace and or repair.5. An estimate from island innovations to replace the kitchen windows and use the working hardware in the broken windows upstairs is attached as a pdf.6. Thank you for your help and thank you to Island Innovations for their help and patience for dealing with this issue. Hopefully this can be resolved in a timely manner.Business Response
Date: 10/21/2025
Mr.*******,
Thank you for your patience. We sincerely apologize for the repeated inconvenience this has caused. Our warranty claims representative is currently proceeding with the additional materials and services needed to resolve your case.
If you have any questions or need further assistance, please do not hesitate to contact us directly.
Thank you.
Cornerstone Building BrandsCustomer Answer
Date: 10/24/2025
Complaint: 23992475
I am rejecting this response because: We have received communication from Cornerstone and their warranty specialist. It appears that they are responding to the warranty claim, however because of the time required for the parts to ship, it will be a few weeks to see what will be delivered. Im hopeful for resolution, but it will probably be 3 to 4 weeks before action is taken.
Sincerely,
***** *******Business Response
Date: 11/06/2025
Mr.*******,
Thank you for reaching out and sharing your concerns. The delivery is expected by November 12, however deliveries to ****** can sometimes be delayed, so I recommend keeping that in mind.
We are providing the service to replace the glass, and it is shipping directly to the vendor, Island Renovations. They will coordinate with you to schedule the service once the glass arrives.
If you have any further questions or need additional assistance, please dont hesitate to reach out.
Thank you.
Cornerstone Building BrandsCustomer Answer
Date: 11/10/2025
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,
***** *******
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