Cornerstone Homes, L.L.C.

Please accept this letter in response to the complaint from our homebuyer *** *** ***
Cornerstone Homes has done everything required of us in an effort to satisfy Ms***I have met with her personally and reviewed every concern which could not be handled by our on-site personnelWe agreed on what steps Cornerstone Homes would take to try to resolve her complaintsI thought we had a road map to completing any outstanding issues with this homeownerUnfortunately, despite having done everything that we were required to do and many items we were not required to done but agreed to do in any effort to satisfy our customer, Ms*** remains resolute in her opinion that Cornerstone Homes did not build a quality productI clearly disagree with her opinion on this matter, have done everything reasonably required to try to change this opinion, but nothing has workedI am content with the fact that we did everything we should have, and more, and this customer’s expectation regarding quality and service exceed our ability to deliverHer expectations are not reasonable and far exceed anything that would be considered usual and customary in the homebuilding industryI am sorry that we failed to satisfy this customer but it can’t be said that we didn’t tryIn addition, Ms*** has provided some misleading information regarding not having had a walk-through on her new home*** please find her original walk-through listI would also like to note that she signed this list as evidence that the walk-through items had been completed to her satisfactionI hope that this information is helpfulPlease do not hesitate to contact me if you have any further questions regarding this matterFrank XL*** *** Cornerstone Homes, LLCThree Chopt Road, Suite C Richmond, Virginia *** *** *** ***

I had issued a complaint with the Revdex.com last week against Cornerstone Homes.  I am happy to report that I met with the President, Roger G[redacted] yesterday morning and he has assured me that all the work to fix my condo will begin this Wednesday,...

June 29,2015.and be completed within 30 days.  I soon realized after our conversation that there has been a breakdown in communications. I am now looking forward to moving on with my life and being able to really moving passed all of this.  I appreciate your help with this matter.
Thank you, 
[redacted]
[redacted]
[redacted]  [redacted]

I filed a complaint with Revdex.com after I moved to the Villas at Magnolia Lakes after I moved in here on June 11, 2015. My condo has had multiple problems. According to the Cornerstone Homes paperwork I should have received a walk thru when I moved in here which I didn't. Someone was supposed to explain everything about the workings of my condo. (ex: Tankless Hot water heater) I turned in the require 11 month report stating all the items in my home that needed to be fixed. In fact I sent a certified letter to Victoria Mallory on May 26, 2016 with everything listed. They in turn were supposed to get back with me and set up schedule to come in and fix the items.(Example:My ceilings in my house were spray painted with a watered down primer instead of the paint. My fence gate is still leaning in one direction butting up against the gate making it difficult to open and close the gate. The gate lock can be locked from the inside which means I can't get out but anyone can open the gate from the outside and come in. Safety issue if there is a fire)I complained about the walls and ceilings having only watered down primer on them. I paid another contractor to come in and paint my walls in my living room, kitchen and dining area. Open concept. Cornerstone came in and fixed crack in my ceiling and painted that area with ceiling paint which of course didn't match the primer and it "flashed". Cornerstone came back and "repainted" the ceiling but didn't "cut in" on edges of the ceiling. I called the supervisor and they come back again to "cut in" again and paint over the walls where they hit it with their paint brushes. Still the walls were not "cut in" over my kitchen cabinets. I also complained about where my mantel pulled away from the wall. They came back in and NAILED the mantel back to the wall with 1 nail and caulked around the mantel. They did a sloppy job. I had paint left over from the contractor that I hired outside of Cornerstone so they came in to "touch up". Satin paint can't be touched up.I want Cornerstone to come in and fix ALL of the things that were on my list.I met Victoria Mallory for the first time at a meeting (Grounds and Maint. Committee) I ask if she received the certified letter I mailed here on May 26, 2016. She said she did but didn't have time to read the "book" I sent. She is the Warranty person on staff at Cornerstone. This was a meeting in we had on 09/10/16. She told me she would get back in touch with me on 9/12/16 to come out. There has been no contact.

I just had a horrible experience with Cornerstone Homes over the last 2 months with the exception of Ginny in the sales office and the 2 field superintendents. I would never recommend Cornerstone home to anyone and hate they fact that they take advantage of elderly folks at [redacted] in [redacted]. We signed a contract with them and built up over 49k in upgrades, Never did we get a credit for any item that we replaced and were asked to pay full price for the upgrade item itself. They make you believe that this is the difference between them. Cornerstone knew 2 months prior to us signing the contract with them, that the building that we intended to buy had a significant design change from the model that we were told would be the exact same unit less a bonus room that we did not opt for. I asked several times during the 2 months to please see a set of build plans so we could sign off and was denied this on several occasions. Only after I demanded this was I given an 8 1/2 X 11 piece of paper that could barely be read. It was clear they did not want me to be able to see what was going on.. I studied the paper and discovered that they scaled down our garage by 44 square feet (according to Tom, the field superintendent) It was narrowed by almost 7 feet and they added length of about 5 feet. We had also asked and paid for a larger bedroom & bathroom design. I noticed on the plans that they still intended to build the smaller bedroom but never told us. They ordered a truss system that went with this smaller design and refused to re-order the correct ones. This caused a severe ceiling design flaw. They finally agreed to change the bedroom size but did not change the trusses and told us we had to just deal with the changes. I talked to several people about our concerns and finally spoke with the sales / design head, Tom. We had a conversation that lasted over an hour on the phone. We came to an agreement that he would talk to the president and tell him what we had agreed upon. One, was to get a credit per square foot on the shortfall of the garage that we were shorted. The other was that I would accept the ceiling design flaw if he would conciser moving 2 fake dormers from one side of the villa to the other. I told him I would talk this over with my family to make sure that if these 2 options were taken care of, would this be enough to proceed with signing off on the addendum list. The very next day and I got a call back from Tom and he asked what we had decided. I told him that we were okay with the deal and to proceed. He confirmed that what I wanted was credit back on the garage. I asked what came of the dormer change and he totally denied ever saying that that was even a consideration. He totally belittled me and said that I was 100% wrong and misunderstood our conversation. That he would only conciser one or the other. Our conversation continued and he finally said he would;d talk to the president about this. I waited on hold for over 10 minutes and when he came back, he said the president told him they would not only consider the garage change and for less money per sq. feet that he orig agreed to. we were given 4 options. Accept the garage offer, the dormer change, find another unit within the community, or withdraw our contract. We withdrew! Cornerstone tried to sneak thru to us a design that we never agreed to, continued to keep us in the dark about it until it was almost too late since once we signed off on the addendum, we would have forfeited that money due to it being non refundable. Tom continued to tell me during out first phone conversation that there was a huge mis- communication between them and the sales office and that they should have told the woman we were working with this information well before this situation came about.

Review: In Aug., 2014, I entered into a contract with [redacted]/Cornerstone Homes builder to have a condo built. My estimated date for closing was Jan./Feb., 2015. I finally closed on June 19, 2015 due to several issue with the builders. I moved in on June 19, 2015. I purchased a Colonnade model. Within the first week of moving in (which by the way, I did not have a final walk thru), the laminate flooring in the living room, dining area, and the hallways and foyer began to pop up. At the french doors to patio, front door and garage door, the edges of the floor were not covered by a threshold plate which left raw edges exposed. The french doors began to leak which I finally got some crew members to come remove my floor in the living room/dining room. I had the president Roger G[redacted] and the vice pres. Brian S??? tell me that every piece of the laminate flooring was not going to be fixed. I still do not have a floor. The kitchen cabinets have over spray on them and I was told they don't know how they are going to get that out. There is no molding around my kitchen cabinets and bathroom cabinets. The patio has a privacy fence that was put up 3 weeks ago by [redacted] out of Ashland, VA. They were contracted out by Cornerstone to do the work. The fence is crocked, has spaces in the slats, holes where the joints are supposed to come together and also raw edges where someone could get cut on. The gutters are leaking because they forgot to put down spouts so all the water is supposed to run to one side. I have tried repeatedly to get these things fixed. They did order a new french door but it was not what I had originally paid for. (only 1 door would open) and I paid for both sides to open. When I ask what is going to be done and when I don't get any answers. I need help!Desired Settlement: I want the Revdex.com to get involved because Cornerstone is not doing anything to correct my home. I don't know what else to do. I love my home and the community that I am in but I want this condo fixed to where I can live in it without having all of the above issues unresolved.

Consumer

Response:

I had issued a complaint with the Revdex.com last week against Cornerstone Homes. I am happy to report that I met with the President, Roger G[redacted] yesterday morning and he has assured me that all the work to fix my condo will begin this Wednesday, June 29,2015.and be completed within 30 days. I soon realized after our conversation that there has been a breakdown in communications. I am now looking forward to moving on with my life and being able to really moving passed all of this. I appreciate your help with this matter.