ComplaintsforCornerstone Pros

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I believe it was March 2024 I was having an issue with the piping to my well, as the pipe had bursted. A technician came out and me a price of $800 to fix it, but if he saw another issue, he couldnt continue fixing & would just leave it at the step he was at. Unacceptable, so I declined. The technician offered me a subscription of some sort to discount services and having them as the ones to call when other plumbing issues arose, not sure of what all is included, but was told it was $9.99 a month, and I could cancel at any time. I asked the technician if they installed toilets, he says yes, so I agreed to sign up. He told me to just make an appointment via the office. I am not sure of when I contacted the office but most likely it was about a week or 2 later, because I already had the new toilets to be installed inside my home. I contacted the office to set up an appointment to have the toilets installed and was told they DO NOT INSTALL TOILETS. I then stated to CXL MY SUBSCRIPTION, dont need it, only reason I signed up was because I needed the toilets installed. The young lady said "okay, but she wanted to double check about the toilets and someone would contact me later". I still wanted the subscription CXL. I reached out when I was free, but could not take the return phone call, but it was also too late by then, I didn't need toilets installed by then anyway if they were now calling to advise yes they do install toilets. Weeks go by and in June 2024, I see I was charged $9.99 subscription fee that I asked to be CXL. I contact the office, say it should've been CXL, I'm told someone has to call me back. I don't know why someone has to call me to back instead of just CXL the subscription. I miss the call back, but the person emails me to say she has to check if I can CXL, there is most likely a CXL fee. Instead of just CXL & honor my request, they continue to avoid it by always having to "call you back" instead of handling the issue at first contact.

  

  Business response

  06/10/2024

  Hello, ******** thank you for your feedback. We sincerely apologize you were provided misinformation from our 3rd party scheduler. We have since gotten with ************* and clarified the mishap. We also received your request to cancel your membership via Ruby **** and had the call center reach out with the proper cancellation instructions. Once that was completed, we processed cancellation and refunded you for your monthly payment of $9.95. We would appreciate the opportunity to discuss this further and get your plumbing needs handled. Thank for in advance for your time. 

  Customer response

  06/13/2024

   
  Complaint: 21813641
  
  I am rejecting this response because:
  The membership should have been canceled from when I first requested and funds should not have been taken from my bank account any more. It is not my fault that someone on your end gave me wrong information, but you're making me pay for it. Any fees taken after my request to cancel should be returned as well. Since I am again asking for you to do what is right, I see why this company is okay with the game playing and is okay with an employee stating that they would have to see if I can cancel the membership and telling me that I would be charged a fee for canceling. Why was this acceptable, to lie to a customer. Memberships can be canceled at any time. Like I previously stated, I no longer am in need of service. If you refund it, you do what I feel is right. If you don't, you don't, but you know bad business was conducted and should understand why I would never look to you for Service again. I'm just one customer. You should look into quality assurance to make sure information given is correct and know exactly what customers are being told.
  Sincerely,
  
  *******************************

  

  Business response

  06/17/2024

  Hello, for the best results for your requests please contact our office directly at ************. Your submissions/requests were coming through a third party scheduler and I apologize we were not able to provide you the prompt and accurate responses you deserve. We have gotten with this company to rectify these mistakes, membership has been cancelled and refunds have been processed. Your satisfaction is very important to us, and we appreciate the opportunity to make things right.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I paid for a year membership for free plumbing , electrical, and AC Maintenance for this home which I was living in and paid for platinum membership for an entire year . I did not get but one AC tune up during that time for that membership during that time due to scheduling issues. I was scheduled for a plumbing inspection and then it was canceled by the company due to a plumbers emergency, I called back and rescheduled it for February, and I needed to cancel it because I was in the middle of purchasing a new home and moving out and I would reschedule once I moved out of the home so they had the access they needed. The customer service rep on the phone said I could call back after I moved out and reschedule the plumbing inspection since I had already paid for the membership for the year and that was a service that was outstanding that I had already paid for on the home and had not been done like the electrical inspection. I have moved out of the home and called to schedule the services that were promised to be on that contract that were not completed before I moved out. I even enrolled in a new membership with the company once I moved and did not realize that having a membership would not cover both of my homes. So I have already essentially paid for a year membership for services that they refuse to render that they said I am owed despite me also signing up for the membership for my new home . I called 1/31 to get the services scheduled that they owed me for that home and they refused to schedule it and offered me an inspection for $19.95 despite them owing me a free electrical and plumbing inspection as well as AC maintenance from that membership that was paid in full from the previous year.

  

  Business response

  02/07/2024

  Thank you for reaching out and addressing your concerns. As mentioned when we recently spoke with you on the phone, we typically honor any unused services with our agreement up to 3 months after the agreement ends. We understand that this was not verbalized to you at the original time of booking, as it was in that window, and not mentioned again when you needed to cancel. At this time, we have scheduled for the visits to be completed for the plumbing and electrical visit under the agreement you cancelled/expired on 12/31/2022. At this time, Cornerstone has fulfilled clients request.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 1/24/2024 technician ************ came to my home to perform annual maintenance on my A/C system. He stated that the system "needed" two parts at a cost of over $560.00. He showed the alleged problem to my husband, who has some knowledge of electrical systems. Ultimately he decided not to have the work performed, at which point the technician became rude, as he realized he wasn't going to earn a commission for upselling/overselling an additional and most likely unnecessary service. My husband was on a Zoom hearing with the ************* federal court at the time when the technician walked in and interrupted the court hearing, and was incensed when he was asked to leave because it was none of his business. He finally did leave and swore at my husband as he walked out. I have been a customer of this company for several years and have spend thousands of dollars with these people. We have never been so ill-treated and disrespected by any service provider from any company. Ultimately, I wish to dissolve my membership with this company, terminate my monthly autopay for the membership fee, receive copies of every transaction and purchase and/or service that I received from this company (i.e., copies of my complete service/membership file), and have them remove all records in their possession regarding my credit card information. Additionally, I would like to have the technician reprimanded, suspended or, best case scenario, terminated from his employment

  

  Business response

  02/01/2024

  Mrs. ******,  our Department manager has attempted to connect with you via phone and has been unsuccessful. We would like the opportunity to speak with you about what transpired when **** was in your home. The technician has been a technician with us for about a year and he has always excelled in professionalism and his customer service. The technician has expressed his apologies as he did not mean to interrupt your husband when he was on his call. We apologize that this visit did not meet your expectations and we have worked internally to find out where we can improve our process. We have already processed the cancellation of your membership as requested and the email confirmation sent to you. During the cancellation we did delete the card from our records, but please be assured this was encrypted on our software so we have only ever held access to see the last 4 digits of your card. The team will also be sending you the files you requested for services provided to your home, they are working on pulling the data from your account at this time. Again, we would like the opportunity to further go over the concerns with you but all requests have been or will be completed shortly!

  Customer response

  02/03/2024

   
  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.  However, I do not wish to speak with anyone from the company and will be satisfied once I receive my files for my records. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  12/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Title: Disastrous Experience with Cornerstone Pros: Incompetence and Unprofessionalism My recent encounter with Cornerstone Pros for HVAC service turned into a nightmare, revealing glaring incompetence and unprofessionalism. Technicians lacked expertise in Daikin units, attempting service without acknowledging their limitations. Supervisor ******'s response was far from professional; he defended rather than addressed the issues, displaying argumentative and rude behavior.Following an exhaustive conversation, ****** instructed me to call back post-service, but my attempts were met with days of silence. When contact was finally established, ****** continued his uncooperative attitude, more interested in arguing than resolving concerns. Frustrated, I decided to cancel my service.In conclusion, Cornerstone Pros' handling of my HVAC needs was marked by incompetence and unprofessional conduct, from ill-equipped technicians to an unresponsive and argumentative supervisor. I strongly caution against entrusting your HVAC needs to them, as my experience leaves me profoundly disappointed and concerned about their reliability as a service provider.

  

  Business response

  01/05/2024

  Thank you for reaching out to go over the concerns you have had with the services provided to you at your home. We have further reviewed your account with us and the concerns that you are expressing. We are ****** Comfort Pros and have highly skilled technicians that work with all ****** systems. Upon review, I do see that we have been out to your property for multiple maintenance visits but were not the original company who installed the **** system at your home.
  On multiple **** visits included within you Cornerstone Protection Plan (CPP), we have notified you of an ongoing issue with the installation of the **** when it was originally installed by another company in which you stated you would be reaching out to them for repairs. The most recent concern brought to our attention was an **** visit in which you provided ************** with customer supplied pan tab treatments that he gladly placed in the **** pan for you at no additional cost. When customer supplied items are used (filters, pan tabs, etc.) Cornerstone Pros is not responsible for reimbursement of these items to the homeowner.

  
  Our management team is trained to work with any client concerns to the best of their ability to ensure they have a positive experience with our company and provided you with a discounted rate to purchase through our company and the option for you to pay a small trip charge, designed to cover the cost of gas and travel time to your home, to install your customer supplied items.We were saddened we could not come to a mutual agreement to resolve the concerns that you brought to our attention.
  From 7/15/2022 through 11/16/2023, Cornerstone Pros has collected in total $159.20 from the client in the form of his agreed monthly charge of $9.95 for the Cornerstone Protection Plan, in which he has received 6 visits that are all included with the plan he signed an agreement for. These 6 visits are at a value of $266.85. Therefore, the request for compensation of $600.00 that the client has requested will not be fulfilled by Cornerstone Pros.

  
  

  Customer response

  01/05/2024

   
  Complaint: 21022378
  
  I am rejecting this response because: this is not just about the monthly charge.  This is about the failed relationship between company and client.  I stand behind my complaint and the failed customer service from the supervisor with the arguing and being rude. 
  
  Sincerely,
  
  *************

  

  Business response

  01/16/2024

  We appreciate your time and the concerns that you have are being addressed internally with the team. All of our staff, including managers, are all provided the proper training and provided the expectation of customer service to provide to our clients. The management team member you worked with on this did provide you the best option available as the consumer and again, we are saddened that we could not come to an agreement on the filter installation.

  At this time, Cornerstone is still willing to come to the home on the same conditions previously provided. We are willing to charge the trip fee to send the technician out, only to cover a portion of the travel to your home, and install the customer supplied part at no cost. If you are open to this we would be happy to get this scheduled!

  Customer response

  01/16/2024

   
  Complaint: 21022378
  
  I am rejecting this response because:

  I appreciate your response and the efforts to address my concerns. However, I must express my continued dissatisfaction with the service I've received. While I understand that your team undergoes proper training and that efforts were made to provide the best option, the outcome has left me disappointed.
  
  The proposed resolution of charging a trip fee to cover a portion of the travel and installing the customer-supplied part at no cost is appreciated. However, considering the issues I've encountered and the initial expectations, it falls short of a satisfactory resolution. I had anticipated a more seamless and agreeable process, especially from a company of Cornerstone's caliber.
  
  I believe there is still room for improvement in addressing the concerns raised, and I would appreciate a more comprehensive solution that aligns with the level of service I expected. If there are alternative options or a reconsideration of the proposed resolution, I am open to discussing them. My goal is to ensure that the service provided meets the standards one would anticipate from a reputable company like Cornerstone.
  
  Sincerely,
  
  *************

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired for complete electrical box rejuvenation , they replaced all breakers but the main breaker in the box for that was faulty and humming and then turned around and asked for more money beyond the estimate that they quoted for the work. All other electrical companies would replace all ************ in the box during a rejuvenation and not leave a faulty main breaker in your box only to bait and switch and ask for $600 more money to replace the faulty main breaker that should have been part of the rejuvenation job. Terrible business practices and will not be hiring them for any more work at my home and I need alot of work that they can offer, but I will be contracting other companies to do the work I need done instead. They should not charge me an additional $600 for work they should have completed with the $2346.91 estimate. They should have to finish the rejuvenation that I paid for. I am going to contact my credit card company and let them know that they did not deliver on the entirety of the work that I was charged for.

  

  Business response

  11/01/2023

  Homeowner contracted ** to complete a panel rejuvenation, install whole home surge, install gfi protection at the homes panel, re bond the pool motor, and replace 2 gfi outlets inside the home. ************** returned and completed all work in this contract on 10/6/2023. Upon completing these services the technician determined that the main breaker in the panel would also need replacement that was not originally contracted/quoted so he provided the homeowner with the available option and pricing on the replacement. Although it is unfortunate there are times we run into needing to add additional work to the original quote but we always provide the pricing prior to completing the additional work to ensure the client knows the cost as soon as it is determined. Cornerstones manager spoke to the homeowner and was able to come to the mutual agreement that we would honor replacing the additional part and service at no additional fees. ************** returned to the property and completed the final portion of the work for the homeowner on 10/17/2023. 

• Initial Complaint

  09/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: 8-15-23 for $4200.00 and 8-16-23 for $4627.00 Business committed to providing a working HVAC system when installed. Business failed to do so after multiple attempts. The business has repeatedly refused to resolve this matter ( to refund my money and collect their equipment from my property.) Their last communication ( email dated 8-24-23) stated that their attorney would be in contact, but we have had no contact from any company representative at all.I have supporting documentation that I can upload if needed.

  

  Business response

  10/05/2023

  Cornerstone Pros was contracted on 8/15/2023 by the client to complete a new installation on the **** system at her home. The contract was to replace the ** unit that was in the home with a new Daikin furnace and condensing coil. The contract did not include replacement of homes existing ** drain line, ** copper line set, ducting system, or thermostat.  We had a team return and complete the contracted scope of work on 8/16/2023, when technicians departed the client's home on this date the unit was in operation and properly cooling the home. Later, on 8/18/2023 around 11am, the client called us stating that the unit did not seem to be cooling properly, so we promptly scheduled a technician out to the home, and he arrived that evening to see what may be going on at the property. Upon arrival on 8/18/2023, the technician diagnosed a clogged ** drain line and water in the safety switch that was stopping the unit from running, he cleaned this at no charge and unit was operating upon departure. On 8/19/2023 the client called again around 7pm to advise the unit was not operating and that she wanted to speak to a manager. A message was passed to management for a return call, and we also schedule a tech out to her home as the first appointment on Sunday 8/20/2023. On Sunday morning, 8/20/2023, ************** arrived at the property and located the same issue as prior, with the homes' existing ** drain line clogged and stopping the unit from running. The technician resolved the issue at hand and left the property with the unit in full operation. Our manager reached out to her that morning as well to go over her concerns with the completed work, he also spoke to her in the following days after trying to reach them regarding further complaints. The client was asking for a refund on the contracted **** system and refused to allow us to come to the home and work on the ** unit. Our owner was also involved on this process from the start and tried to work with the client on a resolution but was unwilling to allow us on property or to agree to a mutual resolution to the concerns. This was turned over to our legal team and they have contacted the client regarding the matter.  Cornerstone would be more than happy to honor the warranty in place regarding any concerns that the customer might have but that would require the client to allow us on to the property per the mutual contract to resolve any said concerns.  

  Customer response

  10/24/2023

   
  Complaint: 20653672
  
  I am rejecting this response because: Their response incorrectly stated that the contracted scope of work was completed on 8-16-23. Both installation technicians were informed that the system was NOT PROPERLY COOLING THE HOME on that date.  Their response was "it will take a while" for the cooling to begin.  After a protracted installation period of almost 12 hours, they left the property knowing the system was not functional.  
  
  ON ****, I contacted Cornerstone Pros first thing in the morning to reiterate that the system was not working. Dispatch said they would have a technician come out that day for repairs.  (The system was not functional this entire time and Cornerstone Pros was aware.)  No technician had arrived, so at approximately 7pm on ****, Homeowner contacted Cornerstone Pros dispatch supervisor  "*******" to let her know that no technician had appeared onsite. ******* said there was some type of "mix up" and that she would hand over my situation to their "Escalations Department".  At this time, Cornerstone Pros was notified that the homeowner wished to have their money refunded and their non-functioning system removed from the property.   Cornerstone Pros asked for one LAST opportunity to repair the system on 8-20-23.  
  
  On 8-20-23, with the system still not functional, Cornerstone Pros dispatched a technician who spent approximately 2.5 hours attempting to make the system functional.  He was unable to do so and left the property knowing the system was still not working.  Homeowner reiterated to the acting Service Manager (******) that this non-performance was not acceptable and that I wanted the non-functioning equipment removed and my monies refunded.
  
  On Monday August 21, 2023, in a phone conversation with ******, regarding the fact that the system was still not functioning, ****** admitted he sent unqualified personnel needed to make the system functional.  
  
  At this point, after having missed a substantial amount of work and having suffered health consequences due to Cornerstones failure to perform their contractual obligations, I made clear once again my request to have the non-functioning equipment removed from my property and my monies refunded.  (Please note that the Cornerstone Pros contract provides that refund of monies to the buyer and return of equipment to the seller is an acknowledged liability/remedy.)
  
  Another untrue statement in the Cornerstone response, is that the owner of Cornerstone Pros, *********************, was involved from the start of this process.  As far as I know, this is untrue.  The homeowner attempted to speak with the owner, but she stated that she was unavailable at a date and time possible for the homeowner.  She seemed unaware of the true facts of the situation throughout.  (I have been told by Cornerstone personnel that the owner is pretty much hands-off and only performs payroll functions and responds to negative yelp reviews.  The owner is not closely involved in the day-to-day operations of the company.)
  
  (Please note that all of the conversations and Cornerstone Pros personnel are recorded so that these misrepresentations, inaccuracies, and fabrications can be verified.)
  
  It is also untrue that I did not allow Cornerstone Pros on my property to perform the needed repairs.  On the contrary, they were provided with multiple opportunities to make the system functional and failed to do so. 
  
  At this time, the only acceptable and viable solution is for Cornerstone Pros to refund my money and retrieve their equipment from my property.  There is no reason that Cornerstone Pros cannot resolve this situation by doing the right thing.
  

  
  

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

  

  Business response

  11/03/2023

  There has been a total of 4 visits to this residence related to the ** system and the replacement of the unit. Starting on 8/15/2023 ************** ****** was sent to the home at clients request that it was not cooling properly. The homeowner contracted us on 8/15/2023 to replace the ** system that was installed at the home with a new Daikin ** system. Cornerstone employees then returned to the home on 8/16/2023 to replace the homes current ** unit with the newly contracted Daikin ** system, as stated in original response the technicians reported the unit was operating properly at time of leaving the home. In most cases, there is a delay in the time it takes to get home to the desired temperature, as the home is hotter or cooler than what it will be set to cool or heat the home to. There was nothing noted or contacts to our office from the client that the unit was not operating properly. The next communication came from the client on 8/18/2023 two days later at 10:55am and she mentioned that the unit was not blowing cool air. In this phone call she mentioned that when the technicians left on the date of installation, she thought it might have been an issue but that was the first time it was relayed to any office personnel. Also, during the phone call on 8/18/2023 at 10:55AM,***** advised the representative that this was not a crisis, but we still scheduled for a visit on the same day with a technician to come out and determine the issues with the unit not operating properly. When ************** arrived on 10/18/2023, it was diagnosed as a clogged ** drain line and water in the safety switch that was stopping the unit from running, he cleaned this at no charge and unit was operating upon departure.  The ** drain line was not replaced during system installation this is a pre-existing item that is in the home that we attach the system to
  On 8/19/2023, the homeowner called in about 8:18am and noted that the unit was blowing air jut not cool air. In the same call the homeowner asked to schedule a plumbing service appointment with the representative. During this call, a mistake was made, and only the plumbing appointment was properly booked for the visit on 8/19/2023 and not the ** visit. Cornerstone understood that this is not an issue of the client and when it was brought to our attention later that evening, our management team member got involved with the matter and helped the dispatching team to properly schedule for the ** technician to get out to the home to determine the issues with the system.  
  
  On 8/20/2023, Sunday morning, ************** arrived at the property and the homeowner, *******, spoke to our manager ******, while the technician was on site, and was advised there was no refund owed to client and that we needed to be allowed access to determine and resolve the issues. The technician spent a little over 2 hours at the home going through the full system and located the same issue as prior, with the homes existing ** drain line clogged and stopping the unit from running. The technician resolved the issue at hand and left the property with the unit in full operation. Later that afternoon at 3:01pm, the client called in to advise the unit was not working, we offered to send a tech back to the property and she declined and mentioned she only wanted it on the record for future reference and that she was waiting on a call back to see when we can remove the unit and uninstall the unit. Uninstalling the unit and a refund was mentioned specifically by the client in the conversation with ****** on 8/20/2023 but during that call it was advised no refund was due and that we would honor our warranty at the property with the ** unit.  
  
  8/21/2023, ****** spoke to ******* again about the ** unit, and mentioned she had other ** companies out that stated we installed the unit incorrectly. When asked about this, she would not elaborate on the matter to allow us any insight into the issues. The client stated in the call that our technicians sent us are incapable of repairing the unit, and ****** advised that we did have limited staffing on the weekend,which is accurate, but did not advise we sent an unqualified technician. During that call, Cornerstone again asked to send our quality control technician out to the home, and she declined and stated that she would speak to the owner, ****,but would not allow anyone else to the property.  
  
  Later, on 8/21/2023, **** called the client and left a message to speak about the issues on the account and with the ** system. Again, was offered to have our quality control technician out to the home that evening in the message. **** provided her direct email address for the homeowners to contact her as well as directly emailing ***** about the matter. ********************* was involved from the beginning with the complaints and issues with the service appointment not being booked properly by our representative. She worked with ****** in the situation to ensure that we did all we could to get the unit issues resolved. The homeowner requested that **** call her 8pm or later 8/22/2023. **** advised that she was unavailable at that time and asked for some time during regular daytime hours so that they could connect and that our legal team would investigate her request.  No further action was taken by the homeowner.
  
  Cornerstone Pros tried on multiple attempts on and after 8/20/2023 to schedule a member of our leadership team/Quality control to get out to the home and determine the issues that the client experienced after ************** left the home that date and this was declined. 
  
  Cornerstone Pros is still asking the homeowner to allow us on site to diagnose and attempt any necessary corrections for the said reported issues they are experiencing. This is a request as the two visits to the home after installation were drain line issues that were not items furnished or replaced for the home under the ** replacement contract signed by the homeowner the drain line is pre-existing in the home. We appreciate the homeowner(s) allowing us to the property the 2 times they did after installation, but the next step is, as mentioned prior, to have a leadership team member and quality control technician out to the home.  
  The legal team has also sent correspondence to the Homeowner advising them that under the signed contract a refund is not eligible and that we need to be able to come on site to remediate any issues that might arise.

  Customer response

  11/06/2023

   
  Complaint: 20653672
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I recently had a New AC system installed by Cornerstone *f Land * Lakes at a c*st *f $11000.We are n*w pushing a m*nth and AC system has STILL n*t been passed by l*cal Pasc* C*unty building inspect*r.The inspect*r failed the inspecti*n due t* HEAVY c*ndensati*n fr*m the unit in the attic.NUMEROUS technicians have been ar*und t* *ur h*use t* fix the issue but t* n* avail.We have made numer*us calls,emails and they (Cornerstone) seem t* be ign*ring thinking we may g* away.S* here we stand,spending $11000 *n a New Unit that has been inc*rrectly installed *r unit is faulty..We have been at the mercy *f s* many technicians visiting *ur premises as we cann*t live *ur day t* day lives/activities.(SOMEONE HAS TO BE HOME).This issue needs t* be rectified immediately and partial c*mpensati*n given due t* the extreme inc*nvenience.

  

  Business response

  08/28/2023

  As of 8/23/2023 Cornerstone Pros and the client have come to a resolution that is satisfactory for both parties. There is no further actions required on company or homeowners side.

  Customer response

  08/29/2023

   
  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

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I used Cornerstone Pros for an electrical and plumbing job in April 2023. The electrician and plumber were great. The plumber came in did his part and then the electrician came in and did the same. I paid the electrician before he left for what I thought was for work completed up to that point. After I paid, I realized I was charged for demolition which was in the original estimate but I had done that myself. I started calling about it when I realized it. It took weeks to get a call back. I was finally able to speak with a manager named ******. He spoke to the electrician who confirmed that I did the demo myself and I was due the refund of $511.13. I called back several times over the next few weeks asking about the refund. It was a constant excuse that it's being processed, it takes time. I called on Friday 6/30/23. I was told that the refund was processed and will hit my credit card statement within days. On 7/05/23 I received an email saying that I hadn't paid for the plumbing work and that I owe $678.85 after the $511.13 was taken from the bill. I called shortly after receiving the email. The person that sent the email (******) was in a meeting so I left a messaged with ****** for ****** and sent an email asking her to call me back to discuss the new invoice. On 7/6/23 I emailed her again. As of end of day 7/7/23 I have no response. I am okay with paying for services rendered, though 3 months to figure it out is unacceptable, not mention this only came up after I noticed I was charged incorrectly in the beginning and I was told the refund was issued. Something isn't right. On the plumbing invoice I noticed a line description of Concrete Removal for $583.33. I had already been charged and paid for Concrete removal and patch on the electrical invoice for $783.54. It was the same trench which was dug up by the plumber. The electrician did not dig the trench. They are charging me again for trench work that I already paid for.

  

  Business response

  07/10/2023

  Cornerstone was hired in April of 2023 for both electrical and plumbing work at the property. The original contracted estimates were for $3,336.60 for Electrical and then $1,759.65 for plumbing. The plumbing work was completed in full on 4/6/2023 and at that time there had been no payments made to Cornerstone for the plumbing work. The electrical work started on 4/19/2023 and 2 payments were collected that totaled $2,366.66. Later, on 5/19/23 the client called our office regarding the invoice showing the duplicated demo work on the electrical invoice for $511.13, the manager was able to look this over and spoke to the client on 5/30/2023 to advise we would put a credit on the remaining work for the electrical division and we would collect the proper balance at time of work on 6/16/2023. Client later called in and cancelled the remainder of the project (electrical side) and asked for us to process a refund to him for the $511.13 versus using it as a credit toward the remaining work. The request for the refund was sent to our accounting department on 6/22/2023, but all requests are not guaranteed and require review prior to processing. Once the account was able to be reviewed with management and technicians (accounting department out of office for the holiday on 7/4) the account was updated and all credits applied for work not to be completed as well as the available credit for the $511.13 that was previously discussed, it was determined that there was still money owed from the project portions that have been completed. The invoices showing this were emailed to client on 7/5/2023. The project was still on going and not set to be completed until 6/19/2023 which is when all moneys owed would have been collected for both the plumbing and electrical work. Cornerstone does see the line item on the electrical invoice listed as CONC-1 this is not to only remove and patch the concrete, but is to supply and run all of the conduit and piping underground per foot. Typically, this line item is all inclusive regardless of status of the concrete slab but I spoke to the electrical manager, and he stated we would agree to only charge 50% is for the supplies and labor to install the conduit underground since it was paid for the slab to be cut on the plumbing invoice. I have attached a newly updated invoice to show the correct balance of $287.08. We hope this will answer the clients questions and provide better insight on the project but are available for any other questions as needed.

  Customer response

  07/17/2023

   
  Better Business Bureau:
  
  
  The response from the company is not 100% accurate. I never agreed to have a credit added to the rest of the work. I clearly told the manager the day that we finally spoke that I did not want a credit and that I wanted a refund. I did not like that I had to go to the BBB to get this resolved because of the amount of time for a response however, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will pay the revised amount due. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Cornerstone Air installed our ** in 2015. In 2020, they advised us that our unit platform (which they built) was not pitched properly. They rebuilt the platform. Now, 3 years later, they told us that the platform is bowed. The technician told us that they should have used 3/4" plywood back in 2020, but my platform is only 1/2" plywood. The use of incorrect wood, per the technician, caused the platform to bow. The line backed up which, with a level platform, should cause the safety switch to engage and shut off the unit. The line backed up line was not Cornerstones fault and I paid $248 for them to clear the line. However, the fact that the platform (built by cornerstone in 2020) was not level due to the wood bowing), caused additional problems. Since the platform was not level, the water flowed out out instead of the safety switch shutting it off. If the platform had been pitched properly, it would have engaged the safety shut off and not cause water to flow out. The water damage (caused by runoff from the bowed platform which caused the safety switch to not shut off the unit) ruined my daughters carpet. Yes, the line was backed up. However, if the platform was level, the safety switch would have engaged, shutting off the unit and preventing water spillage. Now, they want to rebuild the platform again and they want us to pay for the rebuild. A platform, if done correctly, should last the life of the ** unit. Since it was not done correctly with the wood needed to support the size of my unit, it didn't last more than 3 years and now needs to be rebuilt. It didn't warp to do water. If it was level, the safety switch would have worked. The warp caused the water to flow out from the back up. They want me to pay for a rebuild. So... here I am, stuck with paying for a platform rebuild due to them not originally building a platform to hold the weight of my ** unit for the duration of its life. In addition, I have another added expense to redo my daughter's carpeting.

  

  Business response

  07/06/2023

  Cornerstone Pros was contracted in April of 2015 for new installation of the ** system at clients home. With the installation of the system, we included a new return duct to be run to the back bedroom but no further add on items were included (deck/AH stand). When the new ** unit was installed, we utilized the homeowners existing AH stand for the installation. In January of 2022, 5 years after initial install Cornerstone Pros observed the issue with the clients preexisting stand making the AH unit unlevel. Cornerstone and the homeowner agreed we would replace the decking on the existing stand to level the AH unit to allow proper drainage which was completed 1/7/2020. From that point forward, there were no further complaints by the client about the unit being unlevel. Later, on 6/19/2023 6 years after install, The **** called and advised the unit was leaking and not cooling, when the technician arrived at the home, he located a drain line being clogged that needed to be cleaned. Cornerstone recommends drain lines to be cleaned 1-2 times yearly when we are out for preventative maintenance and the last preventative visit to the home was completed in June of 2022. Cornerstone Pros general manager spoke directly to the clients and agreed to work with the client on pricing to ******* the stand if they wanted to move forward with that route, but it was declined by the homeowner. Later, we did see a post on ******** that the client noted that the stand was not the cause of the issue based on the other contractors' findings and the other company she hired resolved the new issues for her. Currently, there is no further action Cornerstone deems necessary to resolve the clients issues.  

  Customer response

  07/06/2023

   
  Better Business Bureau:
  
  Cornerstone stated that I needed a new stand for over $1000 in order to level the unit. However, I found out the issue was not the ** stand as Cornerstone attempted to convince me that I needed to have rebuilt. Rather, it was an improper panel installation performed by cornerstone. I have paid $150 to another company to correct the panel that was incorrectly installed which caused the unit to be unlevel which caused the safety switch to not work as designed. I have reviewed the response made by Cornerstone in reference to complaint ID ********, and no other action is needed by Cornerstone as I paid another company to fix it and I will no longer be using Cornerstone moving forward as they tried to sell me services that were not needed and missed the actually installation error made by them. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  march 11th called for estimate as there was water leaking onto my filter (the system never overheated).March 14th- received quote for the *** valve and coils. no issues with the compressor nor had the system stopped cooling. they would order the part. April 1st- I had not heard anything so I called and the story I received was that you were waiting on a part but no one ever got back to me. April 3rd- I contacted again and again and I received a story that you were waiting on a part and that you would get back to me. Later that day, my husband called and they scheduled someone to come out. April 4th- The tech came w/ no *** valve to be replaced. The part was never ordered. My husband waited all afternoon for them to bring a part. My husband watched him put the old *** valve in place and was told that he could not get it to fit and that they would need to order the part. Later that afternoon, the same gentleman said ok it is fixed. My husband was told that he was an inexperienced technician April 13th- 9 days after partial repair with *** valve not ordered directly from Carrier that he ***** rigged in there or put the old one in and called it good because again the part was never ordered from Carrier and it was not fitting according to your technician. - the compressor overheated on the system and it stopped cooling for the first time AFTER ***********. April 14th-They came and hosed down the system. May 9th- The tech installed the new *** valve and within hours of this repair the noise from the compressor started and now they say I need a new compressor. The system had never made that noise, overheated, or had any other issues with the compressor until your technicians worked on my system. I have researched this and installing a faulty *** valve that is not properly functioning can damage the compressor and this is exactly what happened. I expect that I will receive this repair free of charge as this entire thing has been a circus from the beginning.

  

  Business response

  05/12/2023

  Client called in on 3/13/2023 requesting to schedule a free second opinion on their ** repair stating that another company had come out and advised them of a leak in the system and a *** needing replacement. Cornerstone scheduled for this service on 3/14/2023 and upon arrival deemed the original diagnosis had been partially correct from the other companies findings and quoted them for the replacement of the *** (but was unable to locate a leak) which the client agreed to and signed the estimate with cost associated. The technician also noted that the client advised him that many technicians/companies had touched the unit and that someone had already removed a part prior to our arrival to keep their unit halfway cooling and someone added refrigerant. Cornerstone promptly ordered the needed part(s) for clients home on 3/15/2023 when we were advised there was a back order on the *** and would have to wait for one to arrive from the manufacturer. When the client called on 4/4/2023 we made a judgment call to come out with the one part we had to get the unit operational and cooling. When the tech arrived, he found that *** needed to be replaced at the same time as coil, so our manager was able to locate the part and have tech install this the same day (yes, there was a waiting period for him to get it delivered to him, but it was changed out before leaving the home). The *** installed on 4/4/2023 was a compatible part for the ** unit at the clients home. On 4/14/2023 the client called stating the unit was not working so we sent a technician back out and he located that the unit was turned off over heated, and when he cooled it down and turned back on, it was in operation and not reading any issues. On 5/8/2023 we returned at clients request to install the part that we received from the manufacturer (***)that we ordered back on 3/15/2023. Our service manager discounted the repair from the original cost by $334.00 at clients request for a lowered price. The same day, the client called with complaint of a noise, so we attempted to send out the technician with no answer from the client at the home. We were able to reschedule to look over the noise complaint and arrived on 5/10/2023 (client request) and located the bad compressor. Cornerstone Pros does not claim this new issue to be associated with the repairs we completed for the client. Our service manager returned an email to the clients on 5/10/2023 and advised we would replace the compressor for them at no charge, even though we do not claim fault for the failure we feel it is the right thing to do for the client. We scheduled for this second repair on 5/12/2023 per client requested date. Now, as of 5/12/2023 we have installed quoted parts as well as compressor at no additional charge. At this time, there should be no further action needed on this case.

*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. ↩