ComplaintsforCornerstone Pros

• Initial Complaint

  07/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This AC contractor stepped through my ceiling and never repaired it. There's been multiple times where the side of my house turned all black and almost burnt my house down and they tried to tell me it wasn't their fault. After spending $5000 my AC unit has only worked for a month or a month and a half at a time and stopped working all the time with no sunceasing. By far the worst contractor I've ever dealt with

  

  Business response

  08/30/2022

  Business Response /* (1000, 8, 2022/08/18) */ We appreciate you for sharing this feedback about your experience with our company. The last on site visit and communication we have on your account is from May of 2022 and show that all of your concerns and repairs had been completed to your satisfaction. We addressed the issues with your drywall, made the needed repairs, and also completed other additional work and repairs at your request. We were not made aware of any outstanding concerns that you may have and feel we have gone above and beyond to meet your expectations with the issues you presented to us.

• Initial Complaint

  06/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our homes original A/C broke last year Cornerstone replaced the unit as they were able to the earliest. The unit was replaced on 6/12/2021 without an issue. We were contacted by Cornerstone for a courtesy first year check up on the new unit. Trevor came out on 6/24/2022 to perform the inspection. We were told everything looked great and was functioning properly. Within an hour, the temp in the house began to rise we contacted Cornerstone. Josh comes on Sat and finds refrigerant is completely gone. He adds 7 pounds to the system advising Trevor may have not sealed the refrigerant line properly. He recharged the system, closed the line, and said everything is fixed. Believing everything was fixed we left returning on Monday. We discovered the house once again was hot and in the upper 80s. We contacted Cornerstone emergency line and were told they did not have a tech available until the next morning. We were told a manager would call that night. We never received a phone call. We called again and were told the manager was no longer in the office. It's the middle of Florida summer, the house is 86 degrees, we have a 1 year old child, and were told we'll have to wait until the morning for their mistake. So much for an emergency line, it's basically only a voicemail service. We had to again get a hotel room as our child had a fever and the temp at night can be fatal. The next morning a tech came out and found the refrigerant almost empty. He again was unable to find a leak. He refilled the unit with refrigerant and stated the leak must be in the line set under the house. He said the work would cost us $1700. We explained to him that there was no issues with the system until the first tech came out. For an issue only to arrise after a tech responds is sketchy. The house was at 86 within 3 hrs. The owner advised no possible way has anything to do with them coming out..... Even with a discount this has cost us time, safety, and money. I feel taken advantage of with this heat

  

  Business response

  08/16/2022

  Business Response /* (1000, 5, 2022/07/01) */ *****, thank you for sharing this feedback and we're disappointed to learn that you had a negative experience. Upon further diagnosis after your initial service (complimentary visit after installation) we deemed the unit had lost the refrigerant the unit normally holds and refilled it twice at no cost. Later, after the unit was still losing the refrigerant, we completed an isolation test at no charge. We located a leak underground in your copper line set. The line set that is located under the slab of your home is original to the home and over 20 years old. When you purchased the AC system from Cornerstone Pros, we were not contracted to change out this line set that runs under the home and only set to connect the new AC system to the existing line set. After this finding was made, Cornerstone Pros discounted the standard rate significantly to help with the unexpected expense and in good faith since we installed the unit and were out to the home recently. These issues were in no way a direct correlation of the work completed with Cornerstone Pros. As of 6/30/2022, we reached out to finalize the quote and confirm your scheduled repair and were notified you contracted another company for the work. It pains us that we were not able to satisfy you in this matter. Consumer Response /* (3000, 7, 2022/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately this response does not satisfy my complaint. We have been in contact with others that have used your company and had similar experiences. After having the unit repaired it does appear the damage was a direct result of the work performed originally by your company. My family decided to contract another company due to the dire need to have the unit repaired professionally and due to the apparent lack of customer care and shady business practices. After talking to multiple representatives, including the owner, cornerstone has little to no desire to take responsibility for their actions. Every single representative attempted to provide excuses and redirect the conversation to selling services. I will not be using this company again and have directed many away from it since this experience. I would expect full compensation to cover the damages to my home from a company that's states to be customer service oriented, however, I now know that filling their deep pockets is their priority. Consumer Response /* (3000, 12, 2022/07/17) */ Further inspection of the system has found that the unit was improperly installed by Cornerstone. An air leak in the inside air handler was discovered. The cause of the air leak is from improper installation of the new unit. The air leak was determined to be a root cause of my house struggling to cool and a significant increase in my electric bill. The more I look into the unit, the more problems are located.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have spoken to five (5) different customer service reps: Stephanie, Leslie, John, Andrea and Jalen trying to reach a Manager to discuss estimate XXXXXXXXX. During a (recorded) phone call on 07 June call, I provided . complete explanation of my issue/concerns and asked ; no implored, the rep to provide a Manager the recording so as to save time and achieve prompt remedy.. I also provided phone number and e-mail address. As of this date - no effort or consideration to provide assistance service a 10 year Gold Member of Cornerstone. At this time and only for the next 48 hours (at which time I will drop Cornerstone as Gold Member), you have indeed taken my trust for granted. Phone call after 6 pm as I work at************ and do not have access to personal phone during day.

  

  Business response

  07/05/2022

  Business Response /* (1000, 5, 2022/06/17) */ Hi ***, thank you for the feedback and at this time our operations manager has spoken to you at requested time and resolved all issues. We are scheduled for return to complete the work at your home. Our operations manager has addressed the concerns on response time and will be working with our staff directly on their response times. Thank you for your business and holding your membership with us all this time, we are very grateful to have you as a customer. Please reach out to us directly with any other concerns!

• Initial Complaint

  04/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 5/14/2021, I called Cornerstone Pros for an estimate to disconnect my kitchen gas range so that the range could be moved to allow for new flooring on my kitchen floor. The customer service representative on the phone told me she was unable to provide me an estimate cost to disconnect/reconnect a gas range, but that a technician needed to visit the property before a price could be presented. I argued the logic of a plumbing company not having a set price for this simple service. When the technician arrived, he began to use deceptive strategies to upgrade services. I had just moved (April 2021) into a 'new-built' home with new appliances, but the technician provided me the cost of the disconnect/reconnect, but he immediately began the confusing conversation and tied the actual cost of the disconnect and reconnect with what it would cost for a one-year subscription service (ah, that's why they wanted the technician to come to the property for a simple service request). He said words to the effect that the subscription would result in the cost of the disconnect/reconnect services at hand to be much lower to nil. I agreed to the subscription service based on the technician's comments. I have new appliances/HVAC/electric, etc., all covered under Taylor Morrison warranty, for at least one year, despite this the technician's deceptive and confusing conversations and documentation prevailed. When the technician presented me with the invoice (a 3-page invoice that contained deductions, additions, etc., etc.) I thought a zero balance was for this great deal he talked about. My signing this subscription service (useless because Taylor Morrison covers the first year on these items), they began going to my bank and taking monthly subscription charges ($9.95) each month. I would like all of those monthly charges returned to me; immediately cease using any debit authorization from my account--I no longer authorize Cornerstone Pros to debit my account.

  

  Business response

  04/25/2022

  Business Response /* (1000, 5, 2022/04/06) */ Thank you for your feedback, company policy is to always send a technician out to a home to provide our clients with proper pricing for any services they may need. We follow this practice as we know every home is different and may require different charges due to many factors (ie. Accessibility, multi-visits, special order parts/materials, etc.) and we want to provide everyone with the exact price of services with no hidden fees. After reviewing your account, we show that you had us out for service originally on 5/14/2021 with two return visits on 5/24/2021 and 5/28/2021. On the original service from 5/14/2021 we have records that you agreed and signed an estimate for the work to be completed as well as signing our monthly agreement. By signing this agreement, you authorized Cornerstone Pros to start the monthly subscription charge of $9.95 from your CC or bank account of choice. I show in your account that we did reach out twice in the last calendar year in, December 2021, and January 2022, to schedule you for the services you were owed under this agreement with no return calls to schedule with you. On 4/3/2022 we received a text message from your contact phone number asking to cancel your monthly subscription and stop any future charges on your account. We did advise on 4/3/2022 that we would get this information to the membership department and call you the next business day to confirm cancellation. Our last correspondence with you was on 4/4/2022 via phone call when our representative advised you that she cancelled the agreement and all future charges to your account, as you requested. During this phone call you did not express any further concerns with our representative nor request any refunds for charges. We appreciate all feedback and hope this response provides you with some better insight to our sound, well-founded, and reasonable business practices.

• Initial Complaint

  09/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Date of Installation of the new air-conditioned. 8-23-21. since installation, i have called at least 10 times, techs said they would come back next day to install missing part on the outside unit- no call no show. 9-25-21 they were supposed to come out , install the missing hose and check my unit as the BRAND NEW unit that we paid 8900.00 for, is making noise, again no call no show. Rick was supposed to schedule an inspection- has not answered my emails. sent 10 Brandy - a manager- cant even do her job..... no call to confirm everything went good over the weekend, why do I have to chase these people???? i can not get anyone to respond, and I'm being told from Rick...that after 120 days, if the inspection is not done- they are removing Cornerstone air conditioning from the contract...what? how is that possible?? Seems like they take the money and run, installed a lame duck unit and never called or came back... I don't know what else to do, kindly assist us?

*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. ↩