ComplaintsforCornerstone Building Brands

• 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. 

• Initial Complaint

  04/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We submitted a warranty claim in june 2023 on our windows that ***** installed. They have ordered the wrong parts twice. Its next to impossible to speak to someone as its always a recording. I have left numerous messages and no one calls back. This is the worst customer service i have ever dealt with.

  

  Business response

  04/22/2024

  *****************,
  We understand that the wrong parts were ordered on one occasion for your warranty claim in June of 2023. We understand wholeheartedly that this is frustrating for you, and we have, and continue to, appreciate your patience and understanding while we work through your request. We have received the correct parts for your warranty claim, and we look forward to completing the necessary rectification work for you on April 25, 2024. Should you have any questions or require assistance, please never hesitate to email us through ******************************************* or by calling us through *********************. 
  Thank you,
  ***** Doors & Windows

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My townhouse installed windows from this business. The business declares that the windows have a warranty. I found that my window has been leaky during the rainy season for a couple of years. I would love to use the warranty to ask for a repair. My real estate company helped me file a ticket, and we got an acknowledgment from the business. However, there has been no update since then, and my window is still leaky.

  

  Business response

  04/09/2024

  Site visit performed 4/5/2024. Based on pictures and the homeowner description of the issue, it is determined that this is an installation issue not a warranty issue. Water is coming in where drywall meets the window mainframe. The tech sealed the inside corners of the window from the outside with silicone per homeowner request. 

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Regarding Cornerstone Plygem Window Warranty repair. On January 23, 2024 I submitted an online warranty claim form to Cornerstone Plygem Windows. The primary issue is two windows with clouding and dirt between the two glass panes due to failing seals. One of the two windows was repaired by an on site visit from a Plygem Repair Tech at my home. The Tech said that due to insurance reasons, they could not repair the second window because of the roof was too steep. The Tech said this is a common issue and that Plygem will schedule a local subcontractor to complete the repair. The Tech did leave me the new replacement glass unit for that window after climbing a ladder inside the house and confirming that the replacement glass measurements are correct. I sent an email to the warranty person who had reached out to me to schedule the initial repair outlining what transpired during the Plygem Tech visit. I have not received an email reply from Plygem or any other form of acknowledgement of my email communication that I sent after the Plygem Tech left after not completing the repairs. All I want is professional communication from Plygem. So now after two months since submitting the warranty claim online, Plygem has not completed the repair of the two failed window seals.

  

  Business response

  04/02/2024

  We are currently working with ************** and the homeowner to resolve this issue and sent an update to the homeowner on 4/1/24.

  Customer response

  04/02/2024

   
  Better Business Bureau:
  
  I did receive an email from Cornerstone as you describe.  It does state that they are working on my window repair issue.  To date, they have not offered a repair schedule.  This remains an open issue until they contract with a window repair sub contractor.  Really appreciate your help, I think your complaint posting is what triggered their response.

  
  Sincerely,
  
  *************************

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November 2023 I requested warranty replacement of a 4' x 4' window via our local window dealer because the seal had failed and it had become fogged.

  

  Business response

  03/26/2024

  We are unable to locate a warranty claim with the information provided.  If you still have a pending claim, you can file on our website:  *****************************************************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a warranty claim on faulty PlyGem windows. I was sent replacement but the replacement was the incorrect size. It was not realized by the installer that it was out to do the work until he had popped the old damaged window out. When he realized this problem, he tried to put the old window back in and it shattered, so I am now without glass in this window. The best we/I could do was put up some plastic. I called PlyGem/Cornerstone ASAP and was instructed to file a new claim and to call back and ask for it to be escalated since I am now in this predicament. I followed the instructions to the letter and was told my case was escalated, and I would receive a call within 24/48 hours. When I did not hear back from anybody as promised, I called back today, 3/15 and talked with ****; but this was after I called a few times before and somebody on the other end kept picking up my call and placing me on hold; the first few times, I thought there was a problem with the connection and then figured out it wasn't. **** was dismissive, combative and told me I should just go buy my own window because they would pick up my case when they pick it up; when I got upset, she hung up on me. I called back and asked to speak with somebody in charge and she refused and said everybody would be going home for the weekend in an hour and wouldn't even look at my case before next week. Completely unacceptable and uncalled for. I am sitting here with a broken out window; I can't afford as **** instructed to just go buy a new one. I don't even think I could find that size and materials to match my home for what is in stock. I NEED A WINDOW AND I NEED A WINDOW FAST. These windows were faulty to begin with AND when a warranty claim was filed, they should have quality checked the order before it went out. AND when they set expectations with me, they should have followed through. I have allergies; we have bad weather in the area and I am exposed to the elements through this window. And I need help now!

  

  Business response

  03/26/2024

  Parts shipped 3/22. Followed up 3/25 with H/O to provide tracking number.

*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. ↩