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:22/02/2023

  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.

  We purchased a brand new condo by Landmark and within 6 months, one of our waterlines was leaking, causing extensive damage to our unit. It was suspected that the damage to the waterline was sustained during the pre-construction phase given the location of the leak.In fact, the plumber found TWO water lines that were leaking inside the wall during the initial repair phase. Due to this new finding of more widespread piping defects, we had requested Landmark to provide us a thorough check of our unit to ensure there are no other material and/or workmanship defects that were overlooked which could cause further damage to our unit in future, especially given the nature of this water leak, it is diffcult to detect early until the damage become significant- there has been no action done by Landmark.This water damage has caused great stress and inconvenience in our lives and required us to move due to the inhabitability of our home. Landmark representative is well aware of our stressful situation, however not once did Landmark demonstrate or offer any attempts to help us mitigate this journey.Recently we learned that one of the other residents in the building also experienced a water leak in their unit- Landmark provided this resident with alternative accommodation while this residents unit was under repair. We were provided with no such assistance, despite facing similar circumstances at a similar time.I found Landmarks inconsistent response to their customers unacceptable and discriminatory. Ive inquired about this and Landmarks reply failed to address this seriously and showed no attempt to make this situation right to address such unequal treatment. Through this experience, we are deeply disappointed in Landmarks responses and actions. At this stage, we have exhausted other means of communicating with Landmark regarding our concerns. We would appreciate a respectful and transparent response and explanation from Landmark in order to rectify this situation.

  Business Response

  Date: 06/06/2023

  Please find attached response to this matter. This has been sent to the Customer Apr 12th.

  Customer Answer

  Date: 10/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Below is the email response we sent to strata council on April 12th, after strata member publically posted landmarks response to ************ (Landmark did not directly contact us regarding this prior to this social media post):
  We are disappointed that Landmark has not contacted us directly to "clear the air" if that was their true intention, instead they have asked the strata council to be the messengers. We have asked Landmark several times recently for an opportunity to discuss directly (with somebody other than ******) - these requests have been ignored. Through their lack of transparent communication with us, I still believe that they are not reacting to the situation professionally, and that rather they remain primarily concerned with the "optics" of the situation.
  There are a number of factual inaccuracies in Landmark's statement.
  To elaborate on a few examples:
  - Landmark's first response to being notified about the leak was indeed to refuse to assist with a *** claim despite our explicit request for assistance with this. We proceeded to file the *** claim ourselves. We have email documentation for this correspondence.
  - ***** **** mechanical's first "repair" of the leak was inadequate. We were reassured (via communications from ***** ***) that the leak had been repaired. After they repaired the first leak, they did not have any scheduled follow up to check up of our unit. Until us homeowners did our due diligence and checked every water line by turning on each faucet - that we noticed there's still an ongoing water accumulation by the piping where it enters the concrete. Then *** was called back by us for more thorough pressure testing and subsequently they found the second leak. Landmark did not initiate any double check after they repaired the first leak (Landmark actually misunderstood the location of the leak in their initial correspondence - they thought it was under our kitchen sink - despite it clearly being documented by *** and ***** *** that the leak was at the main unit pipes where they entered the concrete within the wall). Had we not thoroughly and methodically checked the piping ourselves, we would have missed the ongoing leaking resulting in further damage.
  As a result of this inadequate initial repair, we requested specifically from Landmark a more comprehensive third-party assessment / root cause analysis of the defective piping to ensure that further leaks of this nature would not occur in our unit or other units in the building. This request was ignored by Landmark.
  We remain concerned about the integrity of our piping and for the possibility of a similar event in the future. We are grateful for the testing that was already performed to identify the leak (pressure testing, etc.). However, this was testing done by a single plumber at *** with the purpose of identifying where the leak was, rather than a more comprehensive assessment of why the leak had occurred (we still do not know why our pipes were leaking).
  I know that a more comprehensive assessment is not routinely required - but in our case, because there was an almost miss of a second leak - we really lost our confidence in the way they handle deficiencies. Us homeowners are not plumbers and we noticed a second leak, who knows if there are any other subtle water leaks that are still going on elsewhere.
  - Regarding accommodation and compensation, we did make an explicit request to Landmark once we realized the accommodation that they had provided to other homeowner with water leak - this is unequal treatment and discrimination. This request was declined with no further explanation from Landmark - at the very least we would appreciate an explanation of why from Landmark.
  Previously, we have received a partial reimbursement for one week of ****** accommodation through our *** claim. This was during the first week when *** shut off our entire waterline to do their investigation. We never received explicit information or an offer from Landmark or *** regarding covering our accommodation at that time, and in the second week, we moved in temporarily with friends and family as it is difficult to afford long term ****** rent. It was not until I re-read my *** policy that I noted that *** can cover some accomodation and hence advocated for myself - they decided to only provide partial reimbursement for the first week. During that conversation - I only spoke with ***; Landmark did not make any comments that they are involved in the reimbursement of the ******.
  As noted, *** only partially covered the first week of accommodation (Nov. ****). Subsequently, our insurance was able to cover from Dec. 19 onwards. For just over a month between this, our unit was not usable but we had no coverage for alternate accommodation. The water was shut off until the end of November while *** was performing repairs (until Nov. 29).
  Per Landmark's narrative in the attached letter, they have gone "above and beyond" in helping assist with these matters. In actuality, our experience has been completely the opposite. Any coverage they have provided is coverage that we have had to strongly advocate for.
  We remain disappointed by Landmark's communication in this matter. Prior to making the ******** post and complaint to BBB, we did indeed reach out to them several times to discuss these ongoing concerns with no reply.
  
  Our goal essentially is to have a proper transparent discussion about this matter with somebody at Landmark (other than ******) and to ideally achieve some sort of root-cause analysis into the leak to provide reassurance that we will not have to deal with another leak in the near future. Our intention is certainly not to be vindictive toward Landmark or inaccurate, but we also feel the need to advocate for ourselves.
  
  Sincerely,
  
  ***********

  Business Response

  Date: 23/06/2023

  see attached letter and attached correspondence