ComplaintsforCornerstone Building Brands

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  IN 2020 we are purchased a house. In January 2024 we noticed one of our windows (Ply Gem) became foggy, we submitted warranty required information and about two months later the window was sent to us, unfortunately the corner of the window was cracked but customer service representative was very professional and sent us a second one. Since the company don't cover installation, she even provides us with contractors who can do it for us .This was previous case with this company ( PG-*******-Q5K4N0 REF.:032730005621)BUT NOW I would like to talk about the case I am filing, complain (PG-2566297-Z4T3C4 REF:030430009183) REPRESANTATIVE NAME IS ***************************. Month after we received first the window we noticed another window became foggy. We are followed the same steps ,but how surprise we were to find out now we have to pay not only for installation but for shipment also.!!!!! When i asked her why, the answer was we did it before for courtesy to our customers and now we don't do it. So not only they selling a defective product but don't want to take responsibility for shipment, $40 it what she told me to pay. First question is : every time they sent us a window i have to pay and like in my first case before window was damaged and second was sent to us ,its mean i have to pay for damage windows sent to me too? Second: Its not warranty at all!! Warranty is when the company takes responsibility for a bad product, come to your home and replace it without a question asked. How this business still has a A+ rating is beyond my understanding .??!!! In the end of my complaint, I would like to receive a new window and have the company also install it and refund me the cost for the installation of my first window.

  

  Business response

  07/03/2024

  Case PG-******* has been resolved and followed back up with the homeowner as a 1x accommodation for shipping for the glass.  

   

  Homeowner has been notified and approved by Supervisor.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought windows from epi they sold to cascade. We have a lifetime warranty . Filed warranty issue on line. They sent me an email that someone would get back to me. No one ever has. You can't even call them.

  

  Business response

  06/18/2024

  Our team reached out to the homeowner on 6/17/24 and left a detailed voicemail and email.

  Customer response

  06/24/2024

   
  Complaint: 21858626
  
  I am rejecting this response because:
  They asked for info I sent to them and no more response from them.  They also asked that I contact them via Facebook.  That I will not do. I need to know if they are going to replace the window or should I bill them for someone else to do it
  Sincerely,
  
  *********************

  

  Business response

  06/25/2024

  Our team followed up Monday 6/24 with next steps to address the *** warranty. Our team did not request contact via ******** and will be corresponding by email only to avoid any further miscommunication. We are currently waiting on the homeowner's reply. Case ID: **********

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In February 2018 we purchased a 3 panel sliding glass door. Two of the glass panels are stationary. On or about January10, 2024 I contacted Eastern Architectural Systems (EAS) about 2 of the panels becoming foggy. I was instructed by ******* to provide pictures so she could get approval. I was provided with order no. VOT1LY to use for any follow-**** On January 29, 2024 I was contacted by ******* who said the replacement glass as well as frames had been approved and was covered under warranty. (They had had an issue with the gas between the frames at that time in 2018.) I was to contact a dealer for shipment and installation (installation I would pay for) and provide that information to her. I provided ******* Glass to her. Shipment would take about 4 weeks.This is a 2nd home (*******************************************) that the install would take place at so I was concerned with dates. When ever I would call back about a shipping date ******* always said she would return my call after lunch.Needless to say I have never received a call nor installation.On May 28 2024 I again called and was told someone would return my call. On May 30, 2024 I called again and asked for a manager. I was given the name ** and left him a message on his phone. He has never returned my call.There is a 20 year warranty on the glass and I want the replacement ************** shipped so I can have them installed. EAS has terrible customer service and not living up to there warranty.

  

  Business response

  06/12/2024

  The *** team communicated with the homeowner on 6/11 and apologized for the mishandling of the issue. The team is gathering information on parts and repairs needed and will schedule service at the earliest date possible.

  Customer response

  06/12/2024

   
  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 providing they follow through.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased these windows in December 2021 as a new build. They were installed 4/27/22 for our main house and 12/2/22 for the pool house. Windows are hard to operate and had defects. One window in the pool house was cracked and the company that we bought prime windows through is supposed to come out and replace the glass this Friday. Meanwhile the sliding glass doors do not slide easily and being elderly is very difficult to operate. My family has trouble as well. The single hung windows I cant open fully as they also dont slide easily. We paid extra for the black windows and had trouble with the finish. At this point I want to be able to operate my windows. I think that is a very reasonable request. We moved into the house October of last year and have found this year when putting screens up, as it was getting warm, that the sliders screen did not fit.

  

  Business response

  06/18/2024

  We are reaching out to the homeowner to get some additional information for us to create a case to address the operational issues.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I expect the warrantee of the failed product (window) to be covered and to be able to communicate with someone who can resolve this issue in a timely fashion.

  

  Business response

  06/10/2024

  A customer service representative spoke with the homeowner on Friday, 6/7. The homeowner has found and provided the information needed to proceed with the claim. A claims manager will review on Monday 6/10 and continue to work with the homeowner to determine a resolution. 

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  if I could put a negative stars I would. we had our dream home built this last year. well unfortunately our contractor used cascade windows. now mind you we have numerous large windows and many other normal size windows. so not a cheap buy mind you. so almost every single one of our standard open and shut windows have an issue. either to loose and slide right back down, wiggle, or just wont stay up. then we have multiple other windows that are so hard to open that its a really big struggle to do so. they were supposed to come and replace springs etc. they came down from ******** ( we live in southern ******) three times mind you never let us know until the day of( we also live 45 minutes from town) and not once had the right supplies to fix or enough. and in between them coming down they would schedule days and times with us and just be a no show. ( we both as in my husband and I had arranged to take those times off work to be at the house. now almost a year later they have still NEVER fixed them. they just shipped the springs etc to us and NOW expect us to replace and fix them. we spent 10s of thousands on these windows and the a** hats are not fixing them. oh and they do NOT return your phone calls either. imagine that. I am so upset how irresponsible this business is.

  

  Business response

  05/21/2024

  We have spoken with ******************* about the window issues, and We have decided to replace all the balancers in the windows of the home. We have ordered the new balancers and have set a service person to remove and install all new balancers in the windows. Service date is scheduled for 6/20/24.
  

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a sliding glass patio door and large living room window in 2008. The product was purchased thru a local window and door broker. We selected a local manufacturer ( LDL WINDOWS) due to quality product and good customer service with a "lifetime warranty. The slide track on the bottom of the door has broken and the latch has stopped functioning in the recent past. I reviewed the " lifetime warranty" document and started to work on contacting the manufacturer. Apparently shortly after this original purchase Cascade Windows ( Cornerstone) purchased LDL Windows, sometime in 2009. After some discouraging attempts, I finally got a hold of a very nice gentleman with Cornerstones warranty ***** I told him the complete story and he instructed me on the warranty process but said once submitted they would contact me within a week and we should be able to have our door repaired or replaced within a few weeks. I was so encouraged....Well three weeks after submission I contacted Cornerstone. The lady told me she sees my claim in the system and promised to expedite the next steps. Again I was encouraged....Within about another week, I received an email that told me When Cornerstone purchased LDL in 2009 they did not purchase the warranty portion of the company and since I bought the door before the company purchase was completed Cornerstone would NOT warranty the claim.I was totally shocked to receive this reply. To pour salt in the wound in 2014, we purchased eleven additional windows from the same company to complete window replacement to our 1960's era house. These other windows have an almost identical warranty to the door but due to me buying the sliding glass door a few months too soon Cascade (Cornerstone) won't honor the warranty and didn't even offer to repair or replace for a fee. I'm totally amazed at what appeared to be a respectable company would due to a customer due to a "technicality" and not honor a warranty.Thank you Money paid is approximate

  

  Business response

  05/13/2024

  Upon thorough investigation, the situation regarding the claim is rather complex due to the nature of our acquisition of assets from LDL, the previous company associated with the product. While we acquired certain assets from LDL, we did not acquire the entirety of the company, which impacts our ability to fulfill warranty obligations for their products.
  Unfortunately, this means that we do not possess the necessary parts to address your specific needs.
  In such cases where we are unable to provide the required parts, we typically recommend exploring alternative options with window and door hardware companies such as Swisco.com or Strybuc.com. They may have compatible replacement parts that could resolve your issue. However, we are still actively working on your case and we are exploring potential avenues for resolution and will continue to keep you updated on any developments.

  Customer response

  05/14/2024

   
  Complaint: 21666476
  
  I am rejecting this response because:

  Very disappointed that I had to make a complaint thru the BBB to get any responce other than, were sorry but we can not honor the warranty due to our purchase of LDL  windows where we did not purchase the part of the company which included warranties. 

  Unless a customer complains apparently they just hope you would go away. Not what I would expect from a reputable company. Door still broken and I'm stuck purchasing another one from a company who has a long track record of honoring there warranties and top notch customer service. Back to the age old adage of you get what you pay for....  I am very disappointed in Cornerstones/ LDL products and customer service 
  
  Sincerely,
  
  ***********************

  

  Business response

  05/17/2024

  We have been in communication with the homeowner regarding the rejection of our prior reply. These are not parts that we offer since we only bought the equipment from the company and not the window/door line.
  If the homeowner purchased parts for the door, we will gladly reimburse as a one time accommodation but we cannot send parts because its not a door we manufacture.

  Customer response

  05/25/2024

   
  Complaint: 21666476
  
  I am rejecting this response because:

  We have not ordered "parts" for our damaged sliding door. The door in it's current condition compromises the security of our home. The door needs to be replaced ! I will be hiring someone to install a new door and be purchasing a door from a reliable company with a true " lifetime warranty" Cascade will not be on my list of reliable companies.

  Very disappointed that it's taken over 2 months to even have Cascade make this "one time" token offer. They have fairly local location of installers etc. that could have at least looked at our issues and suggested appropriate solutions, I have seen Cascade trucks in my small town since this issue has surfaced so I'm confident they could have made a truely sincere effort instead of this token effort only because I contacted the BBB.

  I would have considered a Cascade replacement door but was never offered an opportunity nor was it ever suggested. Might have matched existing windows better than other brands. Real customer service isn't difficult but is truely hard to find in the world today. Hopefully Cascade will make changes for future customers.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a warranty issue that began in December of 2022. Our triple paned sliding glass doors had broken seals. We were connected with a CSR at Plygem for replacement.The first replacements arrived and were the wrong items. Items were reordered.The second replacements "arrived at the warehouse" but when the installer went to pick them up, the panels were nowhere to be found/lost. Items were reordered.The third replacements were successfully installed finally in September 2023, however within 3 months one of the panels was filling up with water in between the panes. Broken seal again.At this point we were connected with a new CSR at ******. She sent out a replacement panel but it was the wrong item, a double paned panel. She suggested for us to just go ahead and discard it. This is absolutely ridiculous. This is a 100 pound, 8 foot glass panel. It will cost me at least $200 to rent a truck and pay to dump this item. This is Plygems mistake and it is despicable for you to saddle me with the cost of it. She says she will let me know what she can do but that was February 28th and it is now April 28th, a full two months with no response on this issue. The panel is still sitting in my garage and there is no contact about when it will be picked up.Another panel is ordered on February 9, 2024.This is the most recent warranty replacement order. After 10 weeks of waiting for this order, I contacted our CSR to enquire about ETA. She sent a rude screenshot back to me with shipment info suggesting that it had been delivered and we had refused it. No further help has been received from her. If she had actually done some research on what happened to the shipment, she would have discovered that this shipment was NEVER delivered to me. Armed with the shipping info that I was never given before, I contacted the shipper myself. If you contact them they will inform you that they received the panel completely smashed. THEY DID NOT CONTACT US OR DELIVER IT TO **. They contacted PLYGEM and were told to discard it. We were never contacted about this shipment, were not made aware that it was damaged and had to be discarded. Plygem at that point should have sent out another panel, but they did not.So far my requests to resend the panel have been ignored.I would like to know at what point management will step in and decide to not waste any more money producing panels over and over and also stop wasting my time with this warranty issue and just get the job done?

  

  Business response

  05/06/2024

  
  Thank you for reaching out. Your request has been sent to our ******************* and assigned to a claims manager with case number PG-******* to ensure proper product is delivered and any other items that need to be addressed. We will be in touch with you to go over your claim and discuss next steps.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  See initial complaint ID : ******** filed 1/28/2023. The case was closed. - I am really not sure why. The company sent out 2 contractors 10/23/2023 to measure 1 window pane that needed to be replaced, and evaluate why 3 other windows slammed shut on raising them. What was needed was balancer coils, which the company was to order, per this team They also told me .I would need to have the (clawfoot) bathtub ring that is suspended from the ceiling over the tub and shower so removed so they could repair that window by installing said coils. I hired my contractor to remove this the day before, and to reinstall after the window team left. The team did come back on March 5th, 2024., and they discovered that they were given the wrong size window for the glass that needed replacing, and that the company had not sent me the balancer coils.Today, only one worker was sent by the company. The window did fit, but the company has still not sent me the balancer coils, and so I still can not open 3 windows under the "lifetime" guarantee. Plus my own worker must return tonight to replace the shower apparatus. The first time, I paid him $200.00 to do this- it may be slightly less today.

  

  Business response

  05/06/2024

  Thank you for providing us with the additional information. Your request has been sent to our ******************* and assigned a case manager and new case number PG-*******. We are working on getting the balancers ordered and will be in touch with you to go over your claim and discuss next steps. 

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cornerstone Building Brands is the name I was given as the business who took over the Life Time Warranties for Cascade Windows. I called their number *************), followed all the prompts, went online and filed a request for warranty work. I received an acknowledgement email April 9 that someone would contact me within a couple days. It is now April 23 and I have heard nothing. There was no phone number to contact them nor was there any phone number listed on their web page. I would like to know if this company is real and if so, are they going to honor my warranty.Thank you.

  

  Business response

  04/25/2024

  Our customer service team spoke with the homeowner on 4/24/24 and is working to resolve the issue. 

*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. ↩