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:02/13/2025

  Type:Customer Service Issues
  Status:

  UnpursuableMore 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.

  A massive tree fell on our property and the damage is very extensive. My insurance company has been awful about this claim. They made us go with cornerstone even after the insurance company said we could use any contractor we wanted to but, we are not able to figure out how they could come up with a bid that is a quarter of the amount of the estimated cost from three other contractors. So we were forced to work with them and we sent them the check for ****** dollars like we were instructed to do by the insurance company and they said they would handle it with the company. For six months we were told they were trouble pulling the permit from the city, then we were told that her child was hospitalized, and everything else she said to us. She took the money and did not do any work whatsoever. Im working with a lawyer to sue them and the insurance company for the fact they knew that there was no way possible for them to do all the repairs for a quarter of the amount that three other companies had done. I dont know how they could get away with this and because they were not at all honest about the cost of the repairs and they extremely under bid the other companies to get the contract done. The fact that she knew that her company was in trouble and they didnt have any chance of getting the work done and they knew they were not going to be able to do the repairs for the price they told the insurance company and because she had done that they would not pay the real cost of the repairs. My property is still not fixed, I have to get a judgment from the lawsuit that could take up to three years to get, and the liability for the loss of income from the property not being able to be rented for the ********** seniors we are trying to help.

• Initial Complaint

  Date:02/10/2023

  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.

  Cornerstone was the company that my Homeowners insurance recommended to repair damage to walls, floor, baseboard & molding due to a frozen pipe in the basement that caused water damage. They came out to estimate what it would cost to repair & my insurance company issued a check to them. The walls were replaced and the room was painted but never saw or heard from Mike again for the floor or the baseboard or molding. I have left several messsages and no one has returned my calls. I am disgusted with the lack of communication this comapany has given me and will recommemnd that no one else use them.

  Business Response

  Date: 02/10/2023

  Cornerstone entered into a contract with the customer for repairs. The customer was issued payment by her insurance company and in turn, then issued payment to Cornerstone.

  Date of loss: 12/27/22

  Loss was received by Cornerstone 1/4/23, Project Manager (Mike) scheduled to initially inspect loss 1/11/23.

  Adjuster forwarded estimate to Cornerstone 1/13/23 after which Cornerstone's Project manager arranged to walk the loss with approved estimate in hand and did so on 1/20/23.Customer requested weekend to review contract for signature and returned signed contract 1/23/23 along with payment. 

  Work/repairs begun 1/27/23 which included drywall, paint. On 1/27/23 Project manager also took a sample of the flooring to provide to our flooring representative for replacement. 

  1/29/23 drywall/paint repairs were completed and we advised we would contact customer once we received information regarding flooring....such as delivery of flooring/options/start date for flooring, etc.

  2/8/23 customer left voicemail for Project Manager who returned her call 2/9/23 and advised flooring rep would contact her directly regarding above, on 2/10/23.

  ALL remaining is flooring which should be concluded by 2/24/23 given availability of flooring/install availability.

  Customer Answer

  Date: 02/13/2023

  My contract says the work was to be completed by 2/ 20/2023 not the later date mentioned in their reply. Also I was not contacted by the floor company on 2/10/2023 so nothing has been done as far as the floor is concerned. 
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ********** *****

  Business Response

  Date: 02/13/2023

  Please reference the attached page 4 of Ms. *****'s signed contract.

  The page header is "Estimated Start and Completion Date", note ESTIMATED. Further, the details state, "Work will commence on or about  2/6/23 and will be substantially completed on or about 2/20/23 provided that there are no delays due to weather, or other events beyond the Contractors control....."

  Work is "substantially completed" at the homeowner's, as all that remains is the flooring to be completed. 

  I will personally assure that our flooring representative will contact the homeowner by the end of the day Wednesday 2/15/23.

  We, and our project manager, will continue to keep the customer informed so as we may conclude the repairs as soon as possible.

  Thank you

   

• Initial Complaint

  Date:08/16/2022

  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 regret hiring this company dealing with restoration of the bathroom off the master bedroom. Our bathroom suddenly was flooded September 2021. We hired another company, signed a contract and put down 1/3 deposit with Cornerstone LLC. at the end of April 2022. We were told work would begin late June 2022. It never happen. No phone calls until I kept calling. They are very unprofessional in terms of responding back to us. Work did not start to late July 2022 and they work only 4 hours that day with the promise the really work would start after demolishing work in the bathroom removal of the cabinet, mirrors, shower stall and tile surrounding the super bath tub and shower stall. There is a little water damage to the sub flooring. Three weeks has passed, no follow-up calls to advise when work would continue. I pressed the manner by repeated text messages to the Manager of Cornerstone who contact me right away only to explain a personal sistuation in her family. I asked can't someone else in their company continue the work, she told me no. Our home is a disaster and we are inconvience by the delays. It almost will be one year from the date of the original danage to the bathroom, sub flooring

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/08/17) */
  Unfortunately, the customer hasn't provided full details. We have completed a total packout of contents from this home to allow for access of repairs. All of the demolition has been completed. All flooring has been ordered for install. We have documentation of all communication with customer regarding scheduling follow up/completion. Customer was upset as a return call regarding scheduling was not completed when arranged. The reason the return call didn't happen on the specific date was the owners were unexpectedly out of the office due to a trial concerning their son's death. The customer sent an inappropriate text message making untruthful allegations, same is being attached to this reply. We contacted the customer after the text was received and advised that it was in both the company/customer's best interest to resolve the remaining repairs with another vendor of their choice. Additionally, company's new address was never requested, same is public knowledge-mail forwarding etc. Advised customer he never requested information or to meet to discuss. Address change had nothing to do with services completed/remaining.
  
  
  Consumer Response /* (3000, 8, 2022/08/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The manager response is inaccurate. She never provided the address where they relocated to and never told me that it would be in the best interest of us seeking a new vendor of our choice neither on the phone the last timne we talked, or by e-mail, or by phone. I believe it would be in the best interest of us terminating the contract with them and monies owed us minus deduction for work already performed. The last conversation by phone with her she indicated she would be in touch with me when she is available given the circumstances surrounding her son's death. The text she referenced where I have made comments mnay be that I shouldn't have, however with almost 5 months gone by with no significant work done or completed. I was mad about lack of communications and more follow-up. I can understand her son's death at this time, reasons for not respondihng, But the communications doesn't occur regularly enough. Our house is a mess. I have heard nothing from her since our last conversatioh. I would like for us to communicate by phone or their office to resolve this issue
  
  
  Business Response /* (4000, 10, 2022/08/19) */
  We received the following email from the customer:
  ********************************************************
  Good Evening!
  
  I have read your response to the complaint against your company that I filed. I agree with you that it would be in the best interest if we choose another vendor to complete our project. We're looking to resolve this issue in an amicable way without any further disagreements. augment. So I have these questions for you, when can we talk either on the phone or in person at your office, How do you plan to address the monies we already have paid you, in terms of a refund and minus charges for the work done so far by you? So we can choose another vendor to complete the work in our home. I understand you're still dealing with your son's death. I hope that you call so we can resolve this matter peacefully. Our condolences to your and your family.
  
  We will be reaching out to the customer to arrange to communicate breakdown of monies as requested.
  
  
  Consumer Response /* (4200, 12, 2022/08/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As of today there has been no response from Cornerstone Restoration LLC. I have reached out to them by phone/text message Dinetta K****** and her husband Steve K****** either. I understand the death of there son has taken a toll on them, however he died in July I beleive according to news account. I did not know that at the time I contacted her and neither did she informed of the death until I contact her. Very sorry for his death, however communication by her has been far and in between with more current updates to complete the project. Again I have reached out to her asking for a meeting at her office, however she did not provided it to me. Again signing the contract in April 2022, packout of items into the POD on my driveway in June and demolition of items in the bathroom in July and no further communications as to wheter they intend to finish the project or refund our money back to us again, minus work actually done at the house. We would like money refunded to us to hire another contractor to finish the job.
  
  
  Business Response /* (4000, 14, 2022/08/25) */
  The customer account is false. As recently as yesterday, 8/24/22, I personally had a text message exchange with Mr. *****. The message exchange was an agreed upon discussion to confirm that Mr. ***** and I would reconvene to discuss the end of the week of 8/29/22 after we completed a breakdown of all services completed/services paid for versus services not paid for. Mr. ***** agreed with the proposed plan to conclude all. Previous documentation of all conversations/proof of factual occurrences has been provided.
  
  
  Consumer Response /* (2000, 16, 2022/08/25) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I filed the complaint again earlier before I heard back from the contractor. She sent me a text informing me that she will be contacting me next week after her review our files. I would not have file another complaint if I knew she was going to get back to me the same day I filed the compliant. It is my hope that upon her contacting me next week that we can come to an agreement based on what she proposes when she contacts me.
  
  Consumer Response /* (3000, 23, 2022/09/06) */
  I heard from Dinetta K****** today i.e. Cornerstone Restoration LLC in a text today to me 9/6/2022. In her text she alluded to sending me e-mails on 9/1 & 9/2 for me to review information. I search my e-mail and no e-mails from her indicationg as stated to me 11/24/2022 that she would review our file for payments made/minus work completed and would get back to me the following week 9/2/2022. I text her back tonight 9/6 indicationg I would check my e-mails when I get home tonight. I did and again the only e-mail I got from her indicated **************** would be calling me and that she was transerring billing to us for the storage POD on my driveway. I have communicate numgerous times via e-mail or text that we are seeking a refund minus payments made and work completed by them. This continues to go in circles with nothing definitive from her by text, e-mail, phone or in writing to resolve this issue so we get another contractor to finish the job. I now wish this to be open again as I am disappointed that this hasn't been resolved yet. We do not wish to do any furhter business with her or her company. The only remedy we seek what I have mentioned here.
  
  
  Business Response /* (4000, 26, 2022/09/08) */
  Again, the customer has not relayed the factual information. As discussed with the customer and followed with an email, I did a breakdown of the services completed versus not completed etc. and forwarded same to the customer via email on 9/2/22. On 9/6/22, I had not received a response from the customer and sent an email at 12:46pm, which is being attached to this response, requesting a response to my emails of 9/1 and 9/2/22. I received a response from the customer 9/7/22, as he replied to my email of 9/6 on 9/6 at 8:35pm, requesting I tell the customer what the emails of 9/1 and 9/2 stated. I have not been back into the office since receiving that email due to being on inspections, however, will resend the emails to the customer for review/resolution.
  
  Consumer Response /* (3000, 23, 2022/09/06) */
  I heard from Dinetta K****** today i.e. Cornerstone Restoration LLC in a text today to me 9/6/2022. In her text she alluded to sending me e-mails on 9/1 & 9/2 for me to review information. I search my e-mail and no e-mails from her indicationg as stated to me 11/24/2022 that she would review our file for payments made/minus work completed and would get back to me the following week 9/2/2022. I text her back tonight 9/6 indicationg I would check my e-mails when I get home tonight. I did and again the only e-mail I got from her indicated Matt Unitstorage would be calling me and that she was transerring billing to us for the storage POD on my driveway. I have communicate numgerous times via e-mail or text that we are seeking a refund minus payments made and work completed by them. This continues to go in circles with nothing definitive from her by text, e-mail, phone or in writing to resolve this issue so we get another contractor to finish the job. I now wish this to be open again as I am disappointed that this hasn't been resolved yet. We do not wish to do any furhter business with her or her company. The only remedy we seek what I have mentioned here.
  
  
  Business Response /* (4000, 26, 2022/09/08) */
  Again, the customer has not relayed the factual information. As discussed with the customer and followed with an email, I did a breakdown of the services completed versus not completed etc. and forwarded same to the customer via email on 9/2/22. On 9/6/22, I had not received a response from the customer and sent an email at 12:46pm, which is being attached to this response, requesting a response to my emails of 9/1 and 9/2/22. I received a response from the customer 9/7/22, as he replied to my email of 9/6 on 9/6 at 8:35pm, requesting I tell the customer what the emails of 9/1 and 9/2 stated. I have not been back into the office since receiving that email due to being on inspections, however, will resend the emails to the customer for review/resolution.
  
  
  Consumer Response /* (3000, 33, 2022/10/19) */
  The contrqctor has made an offer to refund money to us. In a e-mail received from the contractor she discusses spending an a lot of time breaking down the charges for work completed versus work not completed. The offer made by the contractor seems low to us for a refund. The contractor stated that the offer is non-negotiable whereas we believe we should receive a higher refund of monies to us. We don't beleive that the money charge for work completed reflects the work they have done over period several months versus work not completed by them. .
  
  
  Business Response /* (4000, 35, 2022/10/24) */
  Please see following email exchange confirming facts. We will also upload the breakdown/invoice sent to the customer:
  
  
  You forwarded this message on Wed 10/19/2022 7:58 PM
  **********************************
  Thank you for the offer you made us to settle this matter. We are still considering your offer at this time.
  On Wed, Oct 12, 2022 at 7:33 PM DiNetta K****** wrote:
  Mr. *****,
  
  There has been an exorbitant amount of time devoted to this file and all of the resultant emails/complaints to the BBB. I took a great deal of time/effort breaking down what services were completed versus not completed. I forwarded you an email on 9/20/22 providing all of the details. The invoice is non-negotiable. We are entitled to the payment outlined for the services completed and will be more than happy to forward you the refund for services not completed in the amount of $4,846.46. Please advise if you would like the reimbursement check mailed to your home address.
  
  Thank you.
  
  
  From: **********************************
  Sent: Friday, October 7, 2022 5:45 PM
  To: DiNetta K******
  Subject: Re: Documentation
  
  My wife and I have reviewed the documentation you sent me. I did understand that the documentation you sent me was for services rendered by you. There are some charges we would like to discuss with you further as we feel we should not be charged for certain services you feel you are entitled to and what the amount of the refund would be to us?
  
  On Mon, Sep 26, 2022 at 4:18 PM DiNetta K****** wrote:
  Mr. *****,
  
  I believe you misunderstood the documentation...that invoice is for what services were completed and the monies for those services. I wanted you to review and then discuss regarding what is owed to you etc. We are extremely busy right now making storm preparations, so I would like to suggest that we communicate via email, if not we can schedule a call as I will not be in the office much at all.....
  
  Thank you!