Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March of 2024, I hired and paid Cornerstone Pros, $9700.00 to replace my A/C unit, remove old and install new that I purchased through them. They were referred to me by a former neighbor. They removed a heat pump and replaced it with, what I assumed was another heat pump. Fast forward to the cold snap we had in January 2025. I called the business because my thermostat kept shutting off so the first repairman replaced the thermostat and left. The very next day it did same thing. Second repairman hung around a little longer and discovered the breaker for a/c unit was bad. Third trip brought out an electrician and he replaced the bad breaker. I made a third call to said business because I woke up the next morning and it was 62 degrees in my house. The third repairman couldn't fix the problem because the unit they installed in my home was not a heat pump and does not provide heat at all during cold weather. I didn't ask for that, was never told that I would be purchasing a unit that only provided air to my home, never agreed to that, and said business says they have a paper I signed stating that's what I wanted. It's the only paper I never received a copy of. Every piece of paper I have, says it's a heat pump. I tried to call and resolve the problem but man I spoke with on the phone that sold me the unit wanted to tell me about how these units work and I personally only wanted to know why they removed a heat pump and did not replace it with another heat pump. So needless to say nothing has been resolved.

  

  Business Response

  Date: 02/27/2025

  Hello *****,

  From my records we reached out to talk through these issues and come to a resolution. We left a few messages and have yet to hear back. We take your concern very seriously, and would like to help you get back to the comfort you have been experiencing. Please call our office at your soonest convenience.

  
  

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22898503
  
  I am rejecting this response because:

    ************ came into my home and installed the wrong unit. The papers that I sent copies of to The BBB and that I kept, including the original permit says they installed a heat pump. They didn't install a heat pump and I don't trust them anymore. Why would I ever want them to come into home again?
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 03/06/2025

  Good Afternoon Ms. *****,
  
  We understand the confusion and your frustration. During our previous conversations, we explained that your original air conditioning system consisted of a Trane *** GAF2A36M31SCA and CU 4A7A4036L1000AA with a 10KW heater, which the manufacturer confirmed was a cooling-only system.
  
  On March 11, 2024, our technician provided you with an estimate to replace your original system with a new Daikin system, specifically the *** AMST36CU14 and CU DX5SEA3610, which includes a 5KW heater that is also a cooling-only system. A copy of the approved estimate was emailed to you on the same day at 12:34 PM.
  
  We installed the new equipment on March 12, 2024, and it passed inspection on March 22, 2024. To match the heating capacity of your previous equipment, we are offering to upgrade your heater to a 10KW model at no additional cost.
  
  If you would like to proceed with the heater upgrade, please get in touch with our office, and we will be happy to schedule this for you.

  Customer Answer

  Date: 03/14/2025

   
  Better Business Bureau:
  
  I, ***** L ***** am requesting that complaint #******** against Cornerstone Pros be dropped since the problem has been resolved. Thank you.

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a unit off you all just over 2 years ago. At the beginning of summer and before its first year it broke down and stopped cooling, it was thought at the time they thought there was a leak in the inner coils, so they replaced those (under warranty). The problem continued, and they then determined it was the outer coils actually that were the problem. (The install was an awful experience, I don't feel that the installer was very thorough or experienced as I think I had to have you all fix things 3 times before it passed inspection and I imagine with sloppy work they could have been damaged). At that time the repair person repaired the coils because they didn't know when they could get a replacement in. When he did that he damaged a piece (that he said would be in his notes) that would get repaired when they replaced the coils. I've made multiple attempts to get this replaced and repaired or scheduled or get this completed but it seems to be falling on deaf ears. Though everything is technically working now I've never received any additional calls other than to speak with someone once who said they would escalate this to never hear from you again.

  

  Business Response

  Date: 12/02/2024

  Hello *** *********, 

  We really appreciate your feedback on this.  We apologize for how this transpired and have taken many training measures to prevent these things from happening in the future. We have your part install scheduled for 12/11/2024 and will get this issue rectified. For any future issues that may occur, it is our duty to provide you with quick and reliable service which we will honor if you give us the chance. Again, we always appreciate your feedback.

  
  

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contacted this company Sunday, 10/27/24 for an emergency water backup/overflow in our master bath and slow draining kitchen sink. Tech arrived in a few hours, which was appreciated, however we were left with unresolved issues and no timely followup. The tech cleared the backup in the master, partially; it backed up in the shower again 2 days later. He never cleared the slow draining kitchen sink and left it in worse condition, holding water, not draining at all. We were told not to use it until they were able to come back. They never came back or called. When the Tech arrived, he asked my daughter where the plumbing clean out was, she didnt know, he says oh, you dont have one then (my regular plumber informed us clean outs have been code for 60 yrs). He had no supplies to use for collecting the debris from the snake under the kitchen sink, asked my daughter for a bucket or something to catch the debris. He didnt really prep or cleanup thoroughly. We made multiple calls to the company to speak directly to the supervisor ******** or someone besides a switchboard operator. We never heard from anyone, even though we were left with an inoperable kitchen sink. We expected a call Monday a.m. from ******, the supervisor, no call. We ended up contacting our regular plumber (Monday) the day after the tech was here to fix the kitchen sink, which they were able to do without any extreme efforts. On Tuesday, two days after the initial service from your tech, we had to call our plumber back out, because the shower ended up backing up again. We paid close to $750 to Cornerstone (which included an emergency trip fee of $89), plus two additional plumber trips from my personal plumber, to fix the issues left unresolved by this company. The tech appeared inexperienced and unprepared. Most frustrating is that our multiple calls to discuss with a manger were ignored. We are requesting a portion of our bill refunded as the problems were not resolved.

  

  Business Response

  Date: 01/06/2025

  Hello *****, First I want to apologize for the very delayed response. We have been going through some changes on our office side. We do understand your frustration and this should have been handled promptly. Due to the time delay, I am sure your problems have since been resolved however, if there is anything I can do to create a better experience for you, please reach out to our office and ask for *********. Again, I do apologize for the delay and what transpired. 

• Initial Complaint

  Date:11/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 29, 2024 Technician ******* came out to diagnose a plumbing leak. He presented me with a $150.00 bill to crawl under the house to find the leak. He stated that if it was a minor, repair it would be included in the diagnosis fee. He came out from under the house after about 10 minutes and told me that there was a leak in the Pex tubing. He went to his truck and worked up an estimate for $ ******. Not knowing about plumbing, I signed the estimate thinking that the repair must be quite involved. ******* went to pick up parts needed and returned with some Pex tubing and a few fittings in the bag. He went back under the house and reemerged after about 20 minutes and stated the leak was fixed. I was confused how a leak that was diagnosed and repaired in less than an hour would cost so much. His answer was that I had already signed the authorization form. I called Cornerstone and asked to talk to the manager. They had to have her call me back. When she called, I explained about the charges and she said that they work on a flat fee basis and not an hourly rate. I asked for an itemized statement showing parts, labor and taxes. She said that they do not provide them and the signed agreement is all that they provide. To break down the charges as best I can involves 3 Shark Bite fittings $45.00, 2 ft. Pex tubing $5.00. Service call $29.00, travel time getting parts $125.00. That would leave approximately $560.00 in labor fees. for a repair that took less than an hour to perform. I feel that the extent of the repair was presented as more complicated than what it actually was, when I signed the authorization agreement. In my opinion, if a flat fee agreement turns out to be way over priced, they should be able to adjust it.

  

  Business Response

  Date: 01/06/2025

  Hello ****, I do apologize for the delayed response. We have been going through some office changes the past few months. I understand your concern on the pricing, however Cornerstone stands behind there works and I want you to know  if you have ay issues that come up with this repair, you will be considered a priority and will be there as quickly as possible to resolve the issue at no charge for up to 1 year. If you have any other concerns, please reach out to our office and I would be happy to help. 

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Public Service Announcement DO NOT USE CORNERSTONE PROS We had been a long time customer. In the past 10 days, they have been here 7 times. They were supposed to replace the furnace on our a/c system at my mom's house. I went by my mom's house at 8pm on a Friday, and they had replaced the wrong unit. Anybody could tell that the unit they were putting in was WAY smaller than the working one they took out. I am the one that had to tell the so called tech he screwed up. I had to stay with them until 2:30. Am Sunday when they thought is was finished. My mom calls me at 11am and says her a/c is not cooling. I walk in fiberglass ductwork has blown out because it was not taped correctly and the also did not put the compound over the ******* called technician **** fixes ductwork properly then leaves. Monday my mom calls me and says air not working again. Different technician comes out and says the new unit has half the refrigerant it should. He charges unit and leaves. Monday afternoon my mom smells natural gas. I call cornerstone and another so called technician looks for gas leaks and finds the gas line is finger tight and leaking, he tightens fitting.Wednesday we smell gas again, another so called tech comes out and replaces a line. Friday we smell gas again another tech comes out and says new fitting.on gas line is leaking. Sunday we smell gas again, another tech comes out and says the new gas line installed is *************** they bring 2 new gas lines and replace both and leave. I go to grocery store and my mom calls me and says very intense gas leak in house. I open garage door and about get knocked over by gas smell. We call TECO emergency. They come out and find out that the gas leak is actually from a brass fitting that was installed into a iron fitting and the 1st lousy tech tried gluing it and taping it up to make it work because he didn't have the needed parts with him. **** had to find their s**** up. Don't EVER use Cornerstone Pros, they are dangerous!

  

  Business Response

  Date: 09/17/2024

  Thank you for reaching out to go over the concerns you have had with the services provided at your home. It is our mission to make sure our clients are handled in a timely manner, with fair and honest service. Our management team has been working closely with the technicians who have been at the home and you to get this situation rectified. 

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22293222
  
  I am rejecting this response because:
  
  Their response is unacceptable,  their technicians did not find the gas leak. **** did and informed them their gas connections weren't to code. The house could have blown up. We demanded substantial reimbursement and were told that would not happen.

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22293222

  
  We have not heard from the business and have hired another company to come out since.

  

  Business Response

  Date: 11/20/2024

  Hello *******, we do apologize about the situation that occurred. We had our Manager reach out and compensate you for the issues. We are eager to earn your trust back and hope one day to get the opportunity. Thanks again for your feedback. 

• Initial Complaint

  Date:06/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:01/31/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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

  Date:01/25/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 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

  Date: 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 Answer

  Date: 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

  Date:12/19/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:10/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.