ComplaintsforCornerstone Roofing

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the summer of 2021 Cornerstone Roofing replaced our roof. A back portion of the house was covered in modified roll roofing. The company has been out 3 times to repair a leak in that section but leak persists. During last repair a soft area in the decking was discovered likely due to rotting from leak.The company claims we are scheduled for repair but has not returned multiple calls to verify. We believe that section needs new decking, roofing and flashing to correct the problem.

  

  Business response

  09/09/2024

  The homeowner has been contacted to set up a time to resolve this matter. 

• Initial Complaint

  04/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract with Cornerstone Roofing on Jan 10, 2024 - they delivered the shingles that week. It was promised that my roof would be complete within 3-4 week **** - I have requested them to come get the shingles so I can get another roofer

  

  Business response

  05/01/2024

  We apologize that we couldnt get your roof completed in a fast enough manner for you. There were thousands of homes that were impacted in this hail storm. We do our best to completed the roof as soon as possible. We have notified the supplier to come remove the shingles from your roof. 
  I also wanted to address that on your contract agreement you signed that it reflects any job that is canceled past the 72 hour a 10% cancellation fee applies. 

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When ***************** came to talk with me he told me that the cost for replacing the roof was whatever the insurance company paid. I would only have to pay the deductible amount.Today I got a bill from them for $6,820.58. I had already sent them a check for $16,000 which was a little more than the insurance company paid.So the cost was definitely much more than I was told it would be.I have left a message on ****'s ************ Cornerstone a fax stating the case. I am so tired of scams & dishonesty. I don't want to see other people be hurt by this company. And I don't want to have take legal action although I am prepared to.

  

  Business response

  03/07/2024

  We contacted the customer ******************* and offered to meet with her to go over everything in black and white to show we did not charge her anymore than her insurance proceeds, plus her deductible. She insisted she didn't need to meet with us. After that phone call we received faxes from ******************* about the same concerns discussed on the phone and in her complaint. Her last fax stated she discovered we were correct with our price. That we only were "guilty of mail fraud". This fraud she is insinuating is based off a coupon. Which as my office and the salesman Colt explained to her the coupon states "Up tp $1000 off" Which reflected in her bill she got -$500 off. Her fax that stated she understood she was wrong also was received after this BBB complaint. We do our best to make sure every customer is satisfied from meeting the salesman to final payment. Unfortunately in this case we did all that we can do, and the homeowner was not satisfied even after us taking care of all her insurance billing, a free service we offer, and a discount. I have attached a copy of her fax stating she spoke with insurance companies and discovered we didn't scam her. I also attached a copy of our flyers that go out showing the "Up to $1000 off" opposed to her "$1000 off" as she understood it. 

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The contract was signed by myself and salesman ***************** on 5/19/2022 for $16,900.41 to replace roof shingles, gutter, all vents caps, painting and utility piping. Start date was near 6/20/2022 at 11:00 AM after ******* on house they started replacing shingles and the other crew started Tearoff on garage. The house 3/4 the way done the rain started to come down they finished in the rain. The rain stopped for a little they started shingling the garage when 1/2 way threw the rain started. The ****** left the job after the house roof was done. He came back with one heater vent cap for the garage. He started cleaning up the house roof and sealing visible nails used to fasten down all the old vent rain guards that were included in the estimate to be replaced new. I was standing in the yarn with his son in front of me they ****** my broom to clean the shingle de awning. I couldn't believe my eyes the ****** held the hand of labor to step out on my large back porch awning. I told his son I can't believe he's doing that he agreed with me. Right about that time they realized I was standing behind his son and told the labor to get off. They swept off about 3/4 of the awning and left a pile of shingle pieces at the end it is still there. I brought this up to a sales rep called ***** she said on recording didn't understand why they did use their leaf blower. The awning was damaged in several spots. Next I received a call from ***** all most 2 months later wanting me to pay for the finished job. I told her the gutters were not done the gutter *************** showed up in 2 days by himself the helper showed up at days end. **** was maybe an inexperience gutter installer showed at the hottest part of the day 95 degs. with hard sole shoes and no throw rug to work on prevent damage to the hot new shingles. He tore up 10 spots on the house and 7 on the garage. I complained to ***** she would send a roofer to repair the damage. (Please continue on attachment.

  

  Business response

  11/09/2022

  I am writing this in response to your complaint. It is unfortunate that you feel this way. Our biggest concern is we never would hear form the homeowner until we would reach out for payment. He never called the office or his salesman to notify that he was unhappy during tear off or after completion. The first contact was when we reached out for payment. Then of course there is a list of concerns. We did what we could to address them all. We sent out our service department. Which as the homeowner stated he made him leave. The homeowner tried explaining that shingles go together like puzzle pieces. Us as the professional explained that shingles are not T-lock anymore and that this is not how they are installed. This roof also passed the city inspection. If there were issues with its integrity or installment, it would not have passed inspection. All our employees including the gutter gentlemen have been with us for over a decade. It is also in question the integrity he has with our gutter department because he continued to have **** the gutter installer does multiple other favors. He even added extra footage beyond the contract agreement, plus leaf guard. Which of course would later total close to the amount the homeowner would later ask for a discount on for all the issues. We tried to work with the homeowner multiple times. He then expressed he was experiencing fraud and didnt have the funds yet. We again worked with him and patiently waited. We reached out again months later and same issue no funds. He then was insistent on a discount. I am **** writing this and I did speak with you and am aware of the situation. We are a family ran business and I am aware of all that goes on. We came to an agreement on a price I sent my accounts receivable up to collect what we agreed on. When they arrived, the check was short on the amount we agreed. (Please see attached for rest)

• Initial Complaint

  08/15/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ********************* ******************************************************************** Cornerstone Roofing 85 ********************************** I am typing to complain about the poor services I received from Cornerstone Roofing. It started in March of 2022 and was completed in June 2022. In March 2022 I received a visit from ***************** a sales representative from Cornerstone Roofing. ***** had gone on the roof and he had stated that there were many damaged tiles on the roof, as well as damage to the gutters and that a new roof and gutters were needed. As time went on, I asked about my account I was told that there is no gutter work in the transaction but if I would like they could submit another claim to have the gutters done and I said no thank you. $27,884.56 for just a roof seems ridiculous. I had spoken to ********************* because I was getting frustrated with ***** and how I have been misled. I asked ********************, and ******* for a copy of the contract and not once have I received a copy. I received unprofessional phone messages as well as being threatened by ****. When ******* came to pick up the check for $24,171.67, She stated that she would bring the contract and the warranty paperwork, but as of today, ******* has never done that. She also stated that I would receive the paperwork. The only things I have asked for were for my roof to be inspected (someone going on the roof and inspecting) and a copy of the contract.I am most annoyed that I had wasted my time dealing with Cornerstone Roofing representatives. I was hoping to resolve this issue. I am not happy when I was told about a lien being put on my property and Cornerstone roofing suing me, I have had enough. I would not recommend Cornerstone roofing to anyone. Respectfully,*********************

  

  Business response

  08/17/2022

  Cornerstone Roofing was contacted by ********************* for a full roof replacement of a new concrete tile roof.  ***************** was assigned as he sales rep. 
  We have numerous text message between **** and ***** through the whole process of color selection, product availability, insurance claim approval,etc. that can be provided if needed. Attached is also a copy of the of the contract from Cornerstone Roofing in the amount of $27,241.73. His insurance company approved his claim for $27,884.56.On July 8, 2022, ***** spoke with **** and emailed him a copy of the contract and the inspection report by the ************************ (midroof inspection) per ***** request. July 22, 2022, **** called ***** to come and pick up his first insurance check of $24,171.67. This left a balance due on his contract of $3070.06.  He asked for his warranty paperwork.  Per our company policy,warranty paperwork is provided when the contract is paid in full.  She explained to him when she returns to pick up the remaining balance, the warranty and any additional paperwork would be provided. During her visit, he never expressed he was unhappy or disappointed with anything or if there were any issues. On July 19, 2020, the ************************ did the final inspection, and everything was approved and passed three days prior to picking up his first payment on July 22, 2022.

  We strive to do our best to work with customers and insurance companies to the job the job completed.  We were shocked when we received a letter from ***** attorney demanding $11,000 be refunded back to him from the insurance proceeds.  Our contract price was for $27,241.73.  **** paid Cornerstone $24,171.67 leaving a balance of $3070.06 which to date is still unpaid.  Insurance proceeds paid to **** was $27,884.56. The insurance company approved and paid **** for the entire roof replacement. **** has profited $3712.89 of the insurance proceeds

  Customer response

  08/17/2022

  
  Complaint: 17713112
  
  I am rejecting this response because:
  I do not agree with the response from Cornerstone Roofing.  It stated that I still owe $3,070.06. When ******* came to my house to picked up the check, she mentioned that they would send final paperwork to the insurance company to take care of the remaining balance. As of today, August 17,2022 the insurance company mentioned to me that they had never received final paperwork from Cornerstone Roofing to get the depreciation payment. As far as me not being happy, Cornerstone Roofing company had misled, lied, harassed and threatened me. It seemed like it was for their own satisfaction and not customer satisfaction!  As far as the contract, to this date August 17,2022, I have NOT received any contract and I have not signed anything with this company. I only had a job estimate from Cornerstone Roofing and I did not sign on it. I had never profited $ ******** from the insurance company because I only received the check for $ ********* from the insurance company, and all of that went to Cornerstone Roofing (see the attachment). I was told a lot and I have the notes, text messages, and phone messages to back up what was being said. To resolve this matter, I would like Cornerstone Roofing to discuss this with my lawyer. 
  
  *********************

  

  Business response

  08/23/2022

  Per ******************* request all future communications will be with his attorney.  However any refunds requested by *************** and the attorney can only be issued back to the insurance company since the money was paid by them

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is the complaint I left on the BBB website today. More details follow.Failure to follow up on warranty. No communication. Roof was replaced after hail damage in April 2019 and failed county inspection due to unsecured drip edge. (Permit approved a week later, though no laborers had shown up.) Moisture still leaks from edges and is damaging siding. Initial inspection took a couple of weeks to occur ( with reminders from me). Project manager said it should be warrantied work and that the warranty inspector would contact me. I have not heard from anyone, despite weekly emails and calls and written notices. I am filing a complaint because of failure to honor the warranty on installation. Details I tried to contact the company about a roof inspection via their website links numerous times but had no reply in April. After calling the office in early May I was referred to *****************, who called back and came out to inspect our roof on May 3rd. Unfortunately when he arrived we had a quick lightning storm and he was unable to access the roof.He said he would get an inspection done and get back to us. I followed up on about May 18th and he said he had not gotten to an inspection yet but would. Again no follow up without me initiating it. On about May 27th he called to say he had photographed the roof and found no defects, but that he would refer this to the warranty inspector, who should be out in 4-5 days. He said the roof was under warranty and that we did not need to do anything else as shingles should not leak out the ends, and Cornerstone would take care of repairs. June 3rd no one had shown up. I emailed ***** again and he said he would follow up with ************** I sent a email to ***** and the home office, and a written copy to the home office, on June 11th, asking for a written response as to when action would be taken. Since then I have had no response of any kind. I sent a copy of the failed inspection to ***** on June 24.

  

  Business response

  07/06/2022

  The permit did not pass inspection as the roof was still in progress. When it was reinspected for the final, it passed the county.  We had an estimator go out to check the warrant work.  Upon his inspection, he did not see any issues but said we would send someone for a second opinion.  We then sent out our service department.  He did an inspection and water test and found no issues.  The homeowner asked, even though there were no issues if we would seal per her request even though not necessary.  We do apologize for the time delay but we are in peak season.

  Customer response

  07/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The condition I reported, that water leaks out the ends of the shingles and drips down the siding hours after a rain (and is causing the siding damage), was not recreated after running a hose on the roof for 20 minutes. The inspector did caulk a spot where the drip edge did not reach all the way to the gutter, and did apply some clear caulk on some siding seams below my reported leak.
  
  Sincerely,
  
  ***********************

*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. ↩