Cornerstone Heating & Cooling

Initial Business Response / [redacted] (1000, 7, 2015/09/03) */ Contact Name and Title: Craig [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @gmail.com I am responding back to the letter/complaint that I receivedI do have the hand railing that we special ordered for Mr [redacted] and I am happy to drop it off at his house or install itMy office had contacted him several times and I do understand there frustration as we were under staffed and had a few hick up's on installing this railingWe originally built them a large room addition and included a large amount of other work which they told us how great the new room was and how much they were enjoying itWe installed new steps to come out of the room addition to the backyardThis is what the complaint is over an This is where the communication failed on my endWe installed composite steps but installed wood railing and they indicated after install that they wanted composite railingIt ended up being special orderI now have the railing and am happy to do what I can to make them happy I can have the railing dropped off and they can have someone install it and we can pay for the labor as this is what they indicated they wanted to do to resolve this mannerin the Revdex.com report I just received, no problem As far as the screen door, I had my crew supervisor back out a few times about issues with the doorI thought that we resolved all issues but if there is a problem with the screen door I can have some one out to address that as wellI do not manufacture the doors so if its a parts issue then it will take some timeIf its and installation problem then it is on usHappy to do what I can to resolve this as well Thanks OFFER: Railing- Let me know what exactly needs done and I [redacted] do it, we have the composite materials for the railing and can drop them off Screen Door- If we need to do something with the screen door, fix or replace it we [redacted] have to go threw the manufacturer and distributor and can take time, I have no control and I do not make the products Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I disagree with a lot of what Mr [redacted] is stating in his response1) The railing was always to be composite, this information was not conveyed to the sub contractor form Rivers.2) The material was not a special order it was in stock at Menards the whole timeOne of his sub contractors informed me of this.3) The railing was brought to the attention of Mr [redacted] at the appropriate time, which is the walk through with the owner.4) The complaint is not over just the railing, it is over Rivers lack of organization in getting their project done correctly, and in a timely manner, and completing their project We are willing to give Rivers one more opportunity to complete the railing project, and attempt to fix the screen doorPlease pick a date after September 27thto be on site and complete the railing and look at the screen doorThis amount of time will give them plenty of time to look at the job for the fourth time, and make sure they have all materials needed to finish this projectPlease email or leave a message what day you will be on site Thank you, Bill [redacted] Final Business Response / [redacted] (4000, 13, 2015/09/25) */ Mr [redacted] phoned and he stated the work is scheduled for the week of September 28th Final Consumer Response / [redacted] (2000, 16, 2015/10/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes we accept the proposed resolution for the railingThe work has been completedThe screen door is still not operating correctly, but obviously they can not make it work properly, they have attempted three times and still to no successWe will find out whom the manufacture of the door is and find an authorized installer to make the repairs

Initial Business Response / [redacted] (1000, 5, 2015/11/17) */ Contact Name and Title: Craig [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com I understand that the Simpsons are upset with the roofing issues but there are certainly more than one thing written on there account that is not true First of all I (Craig [redacted] ) did look at the roof and met with Mr [redacted] back in the summer at which time he told me about his problems and leaksI went onto the roof to measure and do my inspectionsI then came down from the roof and had a discussion with Mr [redacted] and told him what I had found I found that the roof had several issues and warning flags of an installation that was not done by a professionalThe way that a roof is installed is like a puzzle and it is done in a fashion that you need to know what your are doing, it is certainly not rocket science but does have a correct way of going together, you could tell that the installers who put the second layer on were not properly trained or had hired help that made several mistakes There were nail heads sticking out of shingles that were not covered, areas where the shingles were not cut and aligned properly for flow of water, boots and vents that just had roof cement smeared across them and not properly flashed, flashing issues where the siding meets the shingles on different areas of the house, etcSeveral areas of concern Mr [redacted] told me a not so professional contractor had done the roof last time and to save money they had done an overlayThey had known about the current problem along with other issues with the roof where he showed me staining in the garage ceiling along with other rooms in the house and I told them we did not like to overlaps because you could not get to the root of problems unless you tear down to wood deckingThere was no way for me to pin-point one issue on the roof as he had many, I told him the only way for me to properly install and warrant the roof is to do a complete tear off and get down to the deckingThis way we could see where the leaks were coming in and replace the rotten wood and the shingles I have been in the roofing trade for yrs and never once have I mislead or tricked a client into purchasing a roof replacementI have reference lists of every zip code in Fort Wayne and surrounding areas of hundreds of roofs that I have done and never had more than one or two complaints mainly about cleor delays in a project once in a while, for them to indicate that I should have known there issues and that I did this in an act of fraud is absolutely absurdPeriod Only when they called a few weeks later to indicate that they had issues with the roof did we know there was a problemAt which time I sent my crew leader Jason who was on the project the entire time back to inspect the damages and fix as needed as is stated in the warrantyThere is also several issues with the roof design and flat areas that get built up with snow load or water with a lot of rain around the area in questionWe are working with the client to resolve these issues but I did not design the house or the pitch of the roofI am doing what I can to resolve these issues OFFER: I would like to have Jason back out and move the dryer vent to a different area of the roof so that we can eliminate this issue in the roof structureIts obvious that this is still a problem and needs resolved After further inspection there is a dryer vent that is sitting in the area and We will need someone home so that we can get into the attic and move the flex tube that is attached to the ventWe will also need a new flex tube and dryer vent and we will provide all labor and materialsWe will be moving the vent to a new location in the roof as we believe where it is sitting is the main issue in a flat spot on the roof Any additional issues would be covered under the warranty that came with the roof as long as they are not insurance type claims in other words tree limbs or hail damage, acts of god

Initial Business Response /* (1000, 6, 2016/03/03) */
***,
As requested I am writing my account of the *** interaction referencing my emails and my memory
I met with Mrs.*** early to the mid part of the yearShe explained they had a issue with water getting into their master bath
around the windowShe indicated they had tried several fixes and still had a problem I went ahead and inspected the window and I was quickly able to see what was going on and then wrote them and estimate for repair for them to consider and get back with me if and when they would like that handledThey did contact me and asked me to handle the window repair as well as address a couple pieces of siding that had been damage or had caulk on them We went ahead and completed the repair and they paid us for that repair At that point they asked for an estimate on fixing the interior and I explained depending on how long the window had been leaking that it is hard to estimate what it will take to fix but that I could speculate and then if anything changes once we open the wall we would discuss and repair accordingly I also explained that once the initial repair was done it would be a series of short visits to get the wall repaired as we will need to tape and mud the seems then let it dry , then come back to sand and skim with joint compound again , then depending on how the repair is coming it might be the same process for an addition time or two to gain a smooth consistent surface that we could then reinstall the trim and tile and then it would be ready for paint We went ahead and scheduled the repair and cut out the bad drywall insulation and then treated the cavity for the mold Once that was done we installed new insulation and 1/2" drywall to the wall Then we taped and did the first coat of joint compound then gave it time to dry with the understanding we would be backIn the mean time the repairman we had do the initial repairs took on a job with another company so I scheduled and came out to do the next coat of joint compound personally in attempt to keep it progress around their busy schedule and explained I would need to come back at least more times if not as the process of sanding and skimming to get a smooth consistent surface for the next stage of repair We scheduled for the following Friday , however we had to reschedule as we had another customer add several things to their job which made it not possible to get there at 12-on Friday so I contacted the homeowner and reset for the following Friday and said I would be in touch if we won't be able to make it In the meantime we went about our daily routine of completing projects with a plan of being at the ***'s house the Friday as discussed but did not confirm and was not planning on confirming until the day before as with a Friday afternoon appointment I was trying to make sure we completed the projects we where on during that weekThen I got an email saying they wanted to cancel and where going to have someone else complete the repairs since they have not heard from me in which they could of called our office or me if nothing elseAt that point I said no problem as I was not going to argue with them if they want to handle it as I felt I was trying to do the best I could to work with them and their schedule At that point I said go ahead and pay us for what was done and I will return the tiles and trim that we took back to our office to remove the old mastic from the tiles in an attempt to reuse them after taking them to several tile distributors to see if a match was availableMr*** agreed to pay us for the work and picked up his tile and trim At that point I though we had settled with them Then we got emails from the homeowner while trying to do the repairs and it was clear in the picture that they did not sand the repair enough as well as a few other things that needed to be done to get it completed They said we used 3/drywall and I explain that 3/4'' drywall is special order and that the thickness is represented by the joint compound that we used to build up the surface to eventually sand back down as a standard way of blending new and old work together At that point they then decided it was 5/8" drywall as that is an in stock itemAt that point I check the receipts and the drywall we purchased was 1/2" so it confirmed that it was just needing sanded , however since the homeowner cancel I assumed that meant they knew what they were doing from my multiple explanations we had and or past experience In any event we did nothing wrong as they had canceled on us and only paid for the work we did
I propose that I can schedule a time to go cut and pull the drywall back off and if it is 1/2" drywall then they pay us for the time and effort to prove that it is 1/2'' drywall and if it turns out that it is 5/8" drywall that we reimburse them for the drywall portion of the repair which was only one small part of the repair
Thank You,
*** ***
Rivers Remodeling LLC
XXX-XXX-XXXX office
XXX-XXX-XXXX cell
Initial Consumer Rebuttal /* (3000, 8, 2016/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are extremely disappointed that the owner of Rivers Remodeling did not even have the courtesy of responding to our requestForwarding an email statement from your employee is not an acceptable responseObviously our claim that they have terrible customer service has been proven
The response by *** to come to our home and inspect the work to see if it is in fact the wrong drywall is a little too lateThat should've been offered when we contacted him weeks ago, or when we contacted the owner of the business weeks ago about the fact that our window frame and tiles wouldn't fit properlyWe sent multiple pictures to prove this to both *** and the ownerWe aren't stupid people, we can tell what joint compound is and what drywall isThe entire surface of the repair ISN'T covered in joint compoundSo ***'s excuse of sanding it would fix it is NOT true***'s statement that if he detected that the drywall was in fact incorrect then we should be reimbursed the drywall part of the repair as it was a small portion of the bill is unacceptableIf the wrong size was installed then this company is incompetent of a simple drywall repair job
*** also stated in his response that he emailed us a date to come to our home to finish the repairHe then said, "in the meantime we went about our daily routine of completing projects with a plan of being at the ***'s house the Friday as discussed but did not confirm and was not planning on confirming until the day before." *** emailed that date to us and we responded that same day that the suggested date would not work for usThat Is not a "discussion" per ***'s quoteHe says that we canceled the appointmentAn appointment is a date and time that both parties agree toIf *** would read his emails then he would've known that we were unable to do that date and did not agree to it Therefore, the continual accusation that we canceled the job is INCORRECT!!! We finally gave up trying to get a response from him because he refused to respond to us for over a week
Rivers Remodeling should not be endorsed by the Revdex.com as the owner and his manager clearly prove that they have terrible customer service through poor communication and lack of willingness to work with customers on unsatisfactory workThe fact that a customer filing a complaint with this organization is what motivates an offer to inspect their work is unethical
Rivers Remodeling is not allowed in our home so therefore we do not accept the Managers proposalWe would like this rectified with a full refund as stated in our original complaint
*** and *** ***
Final Business Response /* (4000, 20, 2016/04/27) */
Spoke with *** the company will be mailing the check to the consumer and coping Revdex.com
Final Consumer Response /* (2000, 22, 2016/05/05) */
Please see attached copy of refund check for consumer Mr***, dated 5/3/

Initial Business Response /* (1000, 7, 2015/09/03) */
Contact Name and Title: Craig [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@gmail.com
I am responding back to the letter/complaint that I received. I do have the hand railing that we special ordered for Mr. [redacted] and...

I am happy to drop it off at his house or install it. My office had contacted him several times and I do understand there frustration as we were under staffed and had a few hick up's on installing this railing. We originally built them a large room addition and included a large amount of other work which they told us how great the new room was and how much they were enjoying it. We installed new steps to come out of the room addition to the backyard. This is what the complaint is over an This is where the communication failed on my end. We installed composite steps but installed wood railing and they indicated after install that they wanted composite railing. It ended up being special order. I now have the railing and am happy to do what I can to make them happy.
I can have the railing dropped off and they can have someone install it and we can pay for the labor as this is what they indicated they wanted to do to resolve this mannerin the Revdex.com report I just received, no problem.
As far as the screen door, I had my crew supervisor back out a few times about issues with the door. I thought that we resolved all issues but if there is a problem with the screen door I can have some one out to address that as well. I do not manufacture the doors so if its a parts issue then it will take some time. If its and installation problem then it is on us. Happy to do what I can to resolve this as well.
Thanks
OFFER:
Railing-

Let me know what exactly needs done and I [redacted] do it, we have the composite materials for the railing and can drop them off.
Screen Door-
If we need to do something with the screen door, fix or replace it we [redacted] have to go threw the manufacturer and distributor and can take time, I have no control and I do not make the products.
Initial Consumer Rebuttal /* (3000, 10, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I disagree with a lot of what Mr. [redacted] is stating in his response. 1) The railing was always to be composite, this information was not conveyed to the sub contractor form 3 Rivers.2) The material was not a special order it was in stock at Menards the whole time. One of his sub contractors informed me of this.3) The railing was brought to the attention of Mr. [redacted] at the appropriate time, which is the walk through with the owner.4) The complaint is not over just the railing, it is over 3 Rivers lack of organization in getting their project done correctly, and in a timely manner, and completing their project.
We are willing to give 3 Rivers one more opportunity to complete the railing project, and attempt to fix the screen door. Please pick a date after September 27th. to be on site and complete the railing and look at the screen door. This amount of time will give them plenty of time to look at the job for the fourth time, and make sure they have all materials needed to finish this project. Please email or leave a message what day you will be on site.
Thank you,
Bill [redacted]
Final Business Response /* (4000, 13, 2015/09/25) */
Mr. [redacted] phoned and he stated the work is scheduled for the week of September 28th.
Final Consumer Response /* (2000, 16, 2015/10/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes we accept the proposed resolution for the railing. The work has been completed. The screen door is still not operating correctly, but obviously they can not make it work properly, they have attempted three times and still to no success. We will find out whom the manufacture of the door is and find an authorized installer to make the repairs.

Initial Business Response /* (1000, 5, 2015/11/17) */
Contact Name and Title: Craig [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
I understand that the Simpsons are upset with the roofing issues but there are certainly more than one thing written on there account...

that is not true.
First of all I (Craig [redacted]) did look at the roof and met with Mr. [redacted] back in the summer at which time he told me about his problems and leaks. I went onto the roof to measure and do my inspections. I then came down from the roof and had a discussion with Mr. [redacted] and told him what I had found.
I found that the roof had several issues and warning flags of an installation that was not done by a professional. The way that a roof is installed is like a puzzle and it is done in a fashion that you need to know what your are doing, it is certainly not rocket science but does have a correct way of going together, you could tell that the installers who put the second layer on were not properly trained or had hired help that made several mistakes.
There were nail heads sticking out of shingles that were not covered, areas where the shingles were not cut and aligned properly for flow of water, boots and vents that just had roof cement smeared across them and not properly flashed, flashing issues where the siding meets the shingles on different areas of the house, etc. Several areas of concern.
Mr. [redacted] told me a not so professional contractor had done the roof last time and to save money they had done an overlay. They had known about the current problem along with other issues with the roof where he showed me staining in the garage ceiling along with other rooms in the house and I told them we did not like to overlaps because you could not get to the root of problems unless you tear down to wood decking. There was no way for me to pin-point one issue on the roof as he had many, I told him the only way for me to properly install and warrant the roof is to do a complete tear off and get down to the decking. This way we could see where the leaks were coming in and replace the rotten wood and the shingles.
I have been in the roofing trade for 17 yrs and never once have I mislead or tricked a client into purchasing a roof replacement. I have reference lists of every zip code in Fort Wayne and surrounding areas of hundreds of roofs that I have done and never had more than one or two complaints mainly about clean-up or delays in a project once in a while, for them to indicate that I should have known there issues and that I did this in an act of fraud is absolutely absurd...... Period...
Only when they called a few weeks later to indicate that they had issues with the roof did we know there was a problem. At which time I sent my crew leader Jason who was on the project the entire time back to inspect the damages and fix as needed as is stated in the warranty. There is also several issues with the roof design and flat areas that get built up with snow load or water with a lot of rain around the area in question. We are working with the client to resolve these issues but I did not design the house or the pitch of the roof. I am doing what I can to resolve these issues.

OFFER:
I would like to have Jason back out and move the dryer vent to a different area of the roof so that we can eliminate this issue in the roof structure. Its obvious that this is still a problem and needs resolved.
After further inspection there is a dryer vent that is sitting in the area and We will need someone home so that we can get into the attic and move the flex tube that is attached to the vent. We will also need a new flex tube and dryer vent and we will provide all labor and materials. We will be moving the vent to a new location in the roof as we believe where it is sitting is the main issue in a flat spot on the roof.
Any additional issues would be covered under the warranty that came with the roof as long as they are not insurance type claims in other words tree limbs or hail damage, acts of god.