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Business Profile

Property Management

Cornerstone Residential

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Cornerstone Residential's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 25 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:05/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 live at a property called the Mayfair station in EL Cerrito California. I moved in 6/15/2023. I renewed my lease 6/2024. Since I renew my lease the property has changed office workers and now the up keep for the property is horrible. My Ac/Heater was broken from 7/24-4/25 they just fixed it. I had no AC in the summer of 2024 and no heat in the winter of 2024. I pay $100 a month for parking in a garage for safety of my vehicle but the garage door has been broken for over 6 months it’s wide open and anyone can come in and break into my car. Someone broke into my car and when I asked the office to show me the video tape of the break in, they told me I need a police report. We also don’t have any maintenance men on site. When I moved in we had 2 great maintenance guys and they both quit. Now our garbage and recycling is filled to the point we can’t toss our trash out and it has a horrible smell. We also have a patio on the 2nd floor with a fire pit for anyone to relax at. The fire pit hasn’t worked in over a year. I have pictures to back up everything I’m complaining about.

      Business Response

      Date: 06/09/2025

      1. My **/Heater was broken ************* they just fixed it.
        1. In early November, ****** and ****, the maintenance team at the time, cleaned the pump but the ** continued displaying an error code. I asked ****** to offer a space heater to the resident, but the resident declined, stating he preferred to use his own.
        2. On 11/19/2024 Bay Mountain Air, our HV** vendor, inspected the unit and determined that the condenser needed replacement.
        3. *** submitted an estimate on 12/13/2024, which was forwarded to ownership for approval on 12/17. Approval was confirmed on 12/18, allowing *** to order the condenser.
        4. On 2/11/2025, BMA notified us the condenser had arrived, and installation was completed on 2/18/2025. The unit was confirmed operational.
        5. On 3/25/25 the resident used the ** for the first time and reported a leak.
        6. BMA returned on 4/1/2025 and identified that the Gobi pump was missing. Although they had the part on hand and offered immediate installation, the resident declined, stating he had to leave for work and his partner was unwell. I requested FU appt with vendor but 516 declined appt citing they had a busy work schedule and would not be available, they would FU with availability.
        7. The week of 4/24/2025 the resident contacted the office expressing availability and the appointment was set for 4/29/2025. Gobi pump was installed unit is good to go. No issues reported with HV** since then.
      2. ..garage door has been broken for over 6 months..
        1. 3/18/2025 the circuit board for garage door 1 went out and we had to leave the garage door propped open to allow access while we waited on the replacement part. Rightway Garage was confirmed to order the part but they kept pushing out the expected arrival date for the parts so ***** brought in Guardian Door
        2. On 4/15/2025 the circuit boards and motors were replaced for both garage doors and they were confirmed
      3. ..when I asked the office to show me the video tape of the break in..
        1. This incident occurred prior to my time with MFS, so I do not have direct knowledge of it. However, ****** confirmed that the resident did request footage from ******* at the time. She appropriately referred him to our property camera policy, which states that surveillance footage is not shared directly with residents and can only be released to law enforcement with an accompanying police report.
        2. It's important to note that the resident's car break-in occurred in 2024, a year before the garage door issues in 2025. The complaint implies a connection between the break-in and the garage door malfunction, but this is inaccurate.
      4. We also dont have maintenance men on site.
        1. We have consistently ensured maintenance coverage at the property, even during periods when we were actively hiring for a permanent supervisor. During those times, we borrowed maintenance support from other Cornerstone sites. ***** was on-site for approximately two months, and we also utilized a temporary technician through ****** Carpet to maintain consistent service.
        2. Coverage was provided Monday-Friday from near-by sister properties.
      5. ..garbage and recycling is filled to the point we cant toss our trash out and it has a horrible smell.
        1. Trash and recycling services are on schedule with daily pickups. Additionally, trash rooms are cleaned daily and sanitized weekly to maintain hygiene standards.
        2. The community also benefits from daily doorstep trash service through Valet Living. Residents are instructed not to dispose of trash directly and do not have access to the trash rooms on residential floors or in the garage, as part of the Valet Living protocol. Therefore, there should not be any instance in which a resident is unable to dispose of their waste properly.
      6. The fire pit hasnt worked in over a year.
        1. The fire pit is in working condition and has remained operational. Per community policy, residents must coordinate with the management office in order to arrange for it to be turned on. This process is in place to ensure proper usage and safety protocols are followed.

    • Initial Complaint

      Date:02/07/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      No hot water for 9 days in our apartment. There has been mold in our bathroom and no maintenance. No window screens and we live on the 4th floor our neighbors dogs have jumped out the window, I get so scared my kids will fall so we have to blockade the windows. The one window I’d understand not having a screen is the fire escape but the window is pained shut. We pay for a gated community but the gate has been broken since I’ve been here. Homeless dig through the trash and scatter it in the parking lot. Door handles brake which is a fire hazard. They literally fall off. I’ve attempted many times to call, message and email the new(3rd since I’ve been here) property management and they don’t respond. With the second management we continuously had to file noise complaints but we haven’t been able to do that as the management now doesn’t even respond. So we’ve been dealing with out neighbors having *** ** **** my kid thinks monsters live in the walls. I open syringes on the proper almost daily. They have broken our lease on multiple occasions but now we are paying a lot of money to live in a place that is inhabitable. We also pay for security and he just wants to be friends with everyone. My car was hit in the parking lot and they didn’t know how the cameras worked so I never got footage of what happened. My other car has been broken into multiple times and still they can’t provide camera footage. They advertise the apartment for 1200$ but after all it’s 1800$. The 2 buildings next to us is half the cost for everything (rent, parking, etc.) I have fixed multiple things (caulked the shower cause it was leaking and causing mold, fixed the door knobs) with no reimbursement. I would like to end my lease 1 month early so I can get my family to a safer location. I deserve my full deposit as I’ve fixed things and haven’t broken anything. If they would have communicated with me at all I’m sure we could of worked things out. The new manager Giselle refuses to communicate with me.

    • Initial Complaint

      Date:09/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Water leaks and this made mold in the whole apartment.

      Business Response

      Date: 09/17/2024

      We do apologize for any inconvenience this issue has caused you. We take every complaint seriously and we do have proof from our contractors, emails, and our employees that this issue have been resolved. If this not the case they can contact me at ******* *******************, I am more that happy to help solve this situation asap. 

    • Initial Complaint

      Date:07/31/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Me and my girlfriend just moved into these apartments and our biggest concern was our car getting broken into and we have stated these concerns with our manager tyree and he said everything is safe and secure in our apartments. I come back home after work and my car has been towed out of my personal parking spot. I need my car because I’m a student and I work. Me and my girlfriend can’t afford to get it out of towing. They failed to let the tow company know that we moved in and that is our parking spot. Now I don’t have a vehicle for school nor work. When we also moved in he claimed that he did a walk through in our apartment which he didn’t because stuff was still broke . Such as that exposed wiring and broken door knobs in the picture. We can’t move out because we have our money tied into these apartments.

    • Initial Complaint

      Date:07/08/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 Residential purchased a property from my previous rental company, **************************** at the end of May. I was moving out just a few days later on May 31st when my effective lease ended, and have not been able to resolve getting my deposit back since first trying to reach them on May 29th. I called their VP, ****, directly on her number provided to us from Concept, and their main office number also provided. I left voicemails with each and it wasn't until I threatened legal action in mid-June did someone finally reach out to me to discuss the issue raised. Liberty was fairly unhelpful, although at first somewhat apologetic, both on June 18th and when we spoke again on June 24th. Just a lot of 'I'm not sure, it's a new property.' 'I don't know when Accounting cuts checks.' 'I don't have an update... I just have to wait'. No additional contact from them has been made even with me sending an email on July 3rd to notify them of my intention to file with the BBB and continue with legal action. Unfortunately, as of today, July 8th, still no update on when I can expect to see the return of my funds. I have been more than gracious - even providing them with a copy of my lease because they 'didn't have one'. There should be a return of my deposit in full within 30 days of vacating the unit at ************************, and if not for whatever reason, I should have received the remainder and / or a detailed itemized report showing any and all deductions made from my deposit per the law. I am familiar with Utah Code Chapter ***** and have sent a Tenants Notice to Provide Deposit Deposition as of today. Both via email and *****

      Business Response

      Date: 07/09/2024

      We've been in contact with *********************** and have rectified the situation. We were able to overnight a check for the refund of her deposit. We emailed an itemized report showing the deposits held on the account. 

    • Initial Complaint

      Date:04/17/2024

      Type:Order Issues
      Status:
      Answered
      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 moved to **************** in July 14th. They were owned by cornerstone residential at the time. Well we were living there. They made a few mistakes on our rent. They were charging people $80 more every month for rent. Then they were supposed to. ****** who worked at **************** who's now probably working somewhere Else for cornerstone confirmed this information to residents. Also they took my utilities and accidentally paid my Media package. So when I then paid my media package they used it for utilities. And then I got told if I did not pay $305 for a late fee I would get kicked out onto the streets. And was only given 2 days and Utah state law says you're required to give 30 days notice if You're evicting. So I paid it. However, when I mentioned their mistake to the leasing agent. Nothing was done about it . And I have not been able to get the $305. As well as they were double charging me *** utilities for 6 months. Also they were charging every residents $80 more than they were supposed to a month in rent. Another resident in the apartment complex caught this. when she told everyone about it. I went to see if I could get my 80 bucks for all 9 months I had lived here so far. However, nothing was given to me . As they sold it and *** owns it now another person went in with me when. *****, our leasing agent told us that cornerstone residential wasn't paying their bills like the heating in the clubhouse for quite a while and they'd racked up quite a nice bill. ACM took over on March 7th . And I found this out about the bills not being paid .because Our clothes weren't getting dry in the dryer and when ACM took over they said it was because dryers are gas and they can't work when you don't pay your heating bill. Yet cornerstone expected us to pay our bills or we'd get fined a whole bunch of money. Plus they overcharged on my direct deposit I was told 500 by the district manager. 1550 was my charge. I personally just want back what they owe me.3,410

      Business Response

      Date: 04/18/2024

      Cornerstone was the management company and not the ownership. All charges are disclosed on the lease that is signed by the resident. All rents and charges are reviewed on a monthly basis prior to posting, as well as audited monthly by our company auditors. Nothing was found to be incorrect at any time as to the rents or additional charges that were charged versus the signed lease. All property bills,including the gas, were paid timely each month by the property management company. Late notices for balances due were served in compliance with all state laws. Utility bills and media package are both charged on the same ledger, so if payment is received, it posts into the one ledger, in which a utility payment cannot be paid to media package, vice versus. The payment received just goes in and pay the outstanding balance. 

    • Initial Complaint

      Date:03/01/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 have lived at the ************* apartments for the past 4 years. When we signed our original lease, a deposit was paid along with the first month's rent, this deposit at no time was described as non refundable or used as a portion of the rent. We completed all necessary steps upon the start of the lease, including completion of a report that outlined all damage seen on the property before we moved in, which was placed in our file. Over the years, there have been maintenance issues that were reported and not addressed or improperly done. There are two elevators on the property of which one is continuously broken, has been down for months with no repair in sight making entrance and exit very difficult and time consuming. They state they are a pet friendly property, yet offer no amenities for pets, the only place pets have to relieve themselves is a rock lot full of foxtails that are very dangerous to pets. The property management has been notified on several occasions of juveniles not belonging on the property causing damage to apartments, starting fires in stairwells (creating possible life threatening situation for the whole complex), vandalism of private property (my husband's car provided by his employer was keyed all the way from front to back down the side and my son-in-laws brake lines were cut no action was take to resolve any of the issues. They charge tenants to park in a city owned parking structure as part of the lease. Due to these many factors and rent being raised yearly based on "market value", we decided to leave, giving them the required 60 day notice. While attempting to rent a home, the property gave prospective landlords false information regarding on time rent and our character. Upon returning the keys, they are now telling us they never received the prior damage report or a deposit. Rent is not consistent among tenants, and the property is using apartments in several of their properties as *** ******* They are very rude and unprofessional.

      Business Response

      Date: 03/01/2024

      Hello, and thank you for reaching out to us. We apologize for the concerns that have come up during your tenancy. As noted on your lease as well as the "welcome home" documentation signed before you moved in there was a lease initiation fee that was non-refundable as outlined on the paperwork. As to any work orders, we would be happy to resolve them, however with you having vacated our options there are limited. You are correct that there is a lease between ownership and the parking structure where residents are allowed to park. All parking charges are disclosed before time of lease signing. Furthermore, we are aware of the elevator issues, however replacing an entire elevator does take time, and we are subject to availability of supplies, as well as Thyssenkrupp being able to install. We are anxious for this to be completed as well, but are happy that there is another elevator on site serving the same areas and same floors that tenants can use in the meantime. We are fully aware of the pet friendly status, and we are aware that the property does not own any green space. However, we would much rather offer accessibility for people with pets and allow them to choose what fits their needs. We obviously aren't forcing people with pets to move in here, and offer full disclosure to the site before people move in. We are so glad you were a resident with us for so long, and that you enjoyed living with us enough to renew your lease, and we are sorry that you disagree with some of the details during your move out process. We would be happy to provide you a copy of the associated paperwork in question with your complaint. Please reach out directly to ***************************** ***************************************

    • Initial Complaint

      Date:01/18/2024

      Type:Billing Issues
      Status:
      Answered
      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 was a resident of gateway apartments in Rapid City SD from 2022 to 2023. I had done a move out at the end of Sept 2023 at the end of my lease. My Apartment was pretty much rented out immediatley. Upon moving out the manager leasing agent as well as the maintenance guy had deemed the apartment was in great condition and was set up to already to be rented out to a new renter. The manangers had been showing the apartment to new leasers as is due to it being left in good condition. One of the managers had even been doing her laundry in my old apartment before the new tenants had moved in. Fast forward to December I got a piece of mail stating i owed them over 1,000 dollars in damages to the apartment. I contacted them letting them know these damages were not from us living in the apartment and they were saying that because they could not find a out move in check in sheet they would be charging us for damages that we did not cause during the lease time. The new manager said it was the prior managers fault and that they had to charge us these damage fees even though the prior manager and leasing agent deemed our apartment in perfect shape for a new tenant to move in. The apartment complex also had kept our 500 dollar deposit upon us signing the move out papers. There were damages to this apartment when i had a tour of the apartment prior to move in 2022. I turned in a check sheet to the office showing what was damaged in the place. when my girlfriend moved in june of 2023 and was signed onto the lease the leasing agent did not have her fill out a move in check in sheet because there was one already in my file at the office according to them. If there were any damages it was prior to my move in and or after because the management leaves the apartments unlocked and children in the area have been known to go into the unlocked homes. I know for a fact that there were children entering my old apartment after we moved out. I refuse to pay for damages that did not occur during our leased time. We are not the only people they have been sending late letters for damages that were not caused by the residents. They are willing to be apart of this whole process if need be. One of the managers at the time of our lease who currently is not a manager anymore is willing to come forward as well for what they are trying to do to her and other prior residents.

      Business Response

      Date: 02/22/2024

      Hello *********** – We understand how frustrating it can be for changes in the on-site manager to occur when dealing with any ongoing concerns. As such, we have approved your dispute amount which will close out your balance to $0 owed by yourself. This will satisfy the account and close it out going forward. Nothing further is needed from you at this time.

    • Initial Complaint

      Date:11/07/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Poor communication from company with charges. Confusing information and rude customer service. We were charged a $150 late fee on $148 charge for utilities. They call it rent, but it doesnt show up on the rent website until the first. We paid rent early. When we called to ask how much was owed, they told us just the rent, not utilities. So they charge us a late fee still, with no communication.

      Business Response

      Date: 11/17/2023

      Hello,

      Yes, the information provided is correct that rent was still owing after the rent was past due, and outside the grace ****** before late fees are assessed. I do show that there was a successful login and manual payment made on October 24th with activity in the online portal from 9:19 PM - 9:22 PM where a manual payment was made. While viewing the account at this time, the account would have shown the past due balance of unpaid rent still due for October which had not incurred any late fees. This past due balance from October, in conjunction with another payment not including the entire balance for November is what incurred a late fee.

      Going forward, your online account will still show utility ******** as soon as they are available and can be seen in the "Current and Upcoming Charges" portion of your online portal. Additionally, your utility invoicing should be getting mailed to you monthly and you can also opt in to have this emailed to you. Additionally, as you outlined, you can always double check your account balances through your online portal on the first of the month when it is due to ensure there are no issues or shortfalls.

      Please feel free to reach out if you need anything else. 

      Customer Answer

      Date: 11/20/2023

       
      Complaint: 20838147

      I am rejecting this response because:

      I understand this but the lack of communication and the attitude of the workers when we asked for more communication is was is frustrating. Its hard for people that pay rent early when they told us to log into the other website to pay utilities and then it being false information. We also called and asked what our balance was for rent on the first because my roommate pays by check and they did not include the utilities in the price. There was no call made to let us know, just a late fee. I understand it was late but there was terrible communication which resulted in our utilities having a late fee that was more than the utilities themself. 
      Sincerely,

      *******************

    • Initial Complaint

      Date:10/13/2023

      Type:Product Issues
      Status:
      Answered
      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 moved out in July of 2023, The manager at Mountain Brooks Apartments told me that I will receive security deposit back which was $1590, she has turned in all my information to accounting in Utah she just waiting for accounting to send out my check to my new address that I gave her, I haven’t received a check in the mail yet and it’s been 4 months, I’ve been calling Mountain Brooks Apartments, and cornerstone in Utah several time and emailing and no one will return my calls or emails.

      Business Response

      Date: 10/23/2023

      This check was already mailed and cashed. Evidence of cashed check attached. Please reach out to the property with any additional questions. 

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