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:31/01/2025

  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 had windows and doors installed by the company. The windows and doors came with 25 year warranty. They were supposed to fix any issue we had with windows and doors installed. I have a problem seal on a window and a few other repairs. I reached out two years ago regarding the repairs. They have not done anything accept give me the run around saying it’s going to be completed but nothing has happened!

  Business Response

  Date: 05/02/2025

  Our most sincere apologies if your file has not been given the attention it should.  We will immediately look into this for you and have our service team be in touch!

  Thank you

  Landmark

  Customer Answer

  Date: 12/02/2025

  I am rejecting this response because:
  Landmark home solutions has not reached out to me personally yet to resolve any issue. The work needs to be completed not just an empty promise it will be. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 13/02/2025

  Good Morning ******.

  Our most sincere apologies for the delay and we will be in touch right away!

  Landmark

• Initial Complaint

  Date:21/01/2025

  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.

  Dec 2, 2024 emailed Landmark for service call
  Dec 4, 2024 they scheduled service call for Jan 8 2025 10 to noon
  Jan 8th 2025 no one showed up between 10 and noon , I left two Voicemails with service and one phone message with the ops manager-no communication back until
  January 16, 2025 voice mail from ***** ***** GM
  January 17 2025 call from ***** ***** GM- I asked if he was calling me due to my vms and phone message complaints for no show service call. He said they emailed me on Jan 7 to cancel the service call. I asked what address. It was the wrong email address. Mr ***** did not apologize for any of this or for the company not returning any VM or calls within a reasonable timeframe (it took them 1 week to call me back). He then asked did I want to book a service call. I told him this had happened to me before *** ** **** *** **** ***** ***** *********. His tone with me changed and he said they emailed me to cancel and I said you emailed someone but it was not me. He said did I want to book a service call or not. * **** *** * **** ** *** ***** **** ** ** *** ** **** ** *** *** **** * *** ***** **** ** *** and said he would call me back when I wanted to book a call. I asked to speak to his manger to which he said there was no one above him. When I asked if he owned the company he said he did not. I asked for the owner to please call me because they have a signed contract with me. He gave me the owners name and said they would not speak to me and don't give out their contact info. I asked him to have the owner call me.

  Business Response

  Date: 05/02/2025

  We at Landmark Home Solutions are committed to providing
  excellent service at all times and apologies were given. An email was sent
  out advising of a rescheduled service date but it did appear however the email on file was incorrect.
  
  A return date was offered however the
  consumer seemed to become increasingly frustrated which only achieved the call concluding.
  
  We kindly ask that if they do still require service to please send an email to: *******@***************.com

  Any pictures that could be included would also be very helpful, and our service team will then be in touch.
  
  Thank you

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Waiting for a door that split. They came back in July 24 and now there has been no reply to any emails for the reinstall date. It is now Dec 9. Six months to order a door?

  Business Response

  Date: 12/12/2024

  We at Landmark apologize for any breakdown in communication
  and we are 100% committed to ensuring you are looked after.   Due to the time of the season however, our service
  department is now closed until January 6, 2025. 
  Upon return however you will be given the highest priority, and we will
  be in touch to ensure we bring this matter to a close.
  
  Thank you
  

  Customer Answer

  Date: 17/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I asked for an installation date in Dec in my last email to the company and never received a response back.  It should not be left up to the client to find all the defects of the products your are delivering and installing on people's homes.
  
  
  
  Sincerely,
  
  
  
  ****** **************

  Business Response

  Date: 08/01/2025

  We are committed to servicing you and we will be in touch as soon as possible!

  Thank you.

  Customer Answer

  Date: 08/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the door is still not replaced and was supposedly ordered in June.  No communication from Landmark has been received as to when it will be reinstalled.  
  
  
  
  Sincerely,
  
  
  
  ****** **************

  Business Response

  Date: 05/02/2025

  We apologize for the delay and will look into and see if we can get you an update right away!

  Thank you

   

  Customer Answer

  Date: 05/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the apology is getting old.  I was told it would take 6 weeks to come in, not 7 months. It is now 16 weeks late.  The product has been paid for, now live up to your policy. 
  
  
  
  Sincerely,
  
  
  
  ****** **************

  Business Response

  Date: 13/02/2025

  We are immediately looking into this and will be in touch.  We apologize for the delays and are working hard to making sure this is looked after.

  Thank you

  Landmark

  Customer Answer

  Date: 16/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response again, and will keep doing so until the door has been fixed to my satisfaction.  My heating bill doubled last month due to the cold and the amount of cold air coming from the door.  This month again I will have to pay extra.  This is to be fixed or process for compensation will be started.  Thank you.
  
  
  
  Sincerely,
  
  
  
  ****** **************

  Business Response

  Date: 20/03/2025

  Good Afternoon.
  We did send you an email on February 13, 2025 & again on
  February 25, 2025, asking if a return date of March 10 would work for you.  However, it would appear that we did not receive
  a response from you.
  Could you kindly advise if **************@*****.ca is still a
  valid contact email?
  
  I have requested that our service department reach out to
  you once again.
  
  Thank you
  

  Customer Answer

  Date: 20/03/2025

  
  
  Complaint: ********
  
  
  Afternoon, 

  I can say that my email address has not changed in 20 years, I now have 7 different ones for Landmark Homes in the span of 4 years, to which I do not need 8.  

  Please have your service department send an email using one of the 7 with a date to replace the door.

  Thank you.

  
  Sincerely,
  
  
  
  ****** **************

  Business Response

  Date: 27/03/2025

  Our service department will be in touch tomorrow to schedule a date for you in the month of April.

  Many thanks.

  Landmark.

  Customer Answer

  Date: 03/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I have not received an email as of today's date, no voicemail either.

  Was it to be 2025 or 2035 that it will be completed?

  
  Sincerely,
  
  
  
  ****** **************

• Initial Complaint

  Date:07/11/2024

  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.

  Windows and door installed in 2007 with a lifetime warranty registration ********.
  Have had failure of window seal on one of the windows. Company was contacted in this regard in April 27, 2023. Service individual were sent out to measure the window and nothing has been done since. Have left many emails and voice messages with no return over the last several months. Among the most recent contact from company was on June 6, 2024 and the message from ********* ****** was quote.:
  
  " Unfortunately we have been advised the glass will not be ready for the scheduled service dat of Tuesday June 11th - the service team will contact you back asap with a new rescheduled date. We apologize for the inconvenience."
  
  Two months later, when re-inquired about a day a curt email was received saying "As I told you, the service department is handling your file and will be in contact with you."
  
  Many voicemails have been left and emails are returned to sender.
  Nothing but crickets.....

  Business Response

  Date: 07/01/2025

  Good Morning and Happy New Year!

  Our most sincere apologies for the delay.  We have just returned from Holiday shutdown and I have sent your information to our service department who will be in touch.

  Thank you

  Landmark

• Initial Complaint

  Date:31/10/2024

  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 have been waiting on a warranty claim ****** window glass replacement from Landmark windows since may 10/24 .
  5 months now. New excuse every month. Now they say they had to reorder again and it will be Dec /24
  Mark originally told me the window would be 2 weeks and that was 5months ago.
  **** ******* **** *** **** ***** ******** ******* ** ******** ******

  Business Response

  Date: 12/11/2024

  Good Morning.
  While we understand your desire to have this done, as
  explained, we had an issue with the thickness of the glass and as a result it
  had to be reordered once again.  How this
  translates into we do not care about our customer service or warranty I can’t
  comprehend.
  
  Additionally, you were offered a date of December 2 for a
  return to which you responded: “You show up when you think you have it”    
  
  We very much look forward to completing this for you and per your request, we will be in touch when we have it!
  Landmark 

  Customer Answer

  Date: 12/11/2024

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We will see on that date. But after that I am finished. I will replace with another company

  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:29/10/2024

  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.

  The process of getting Landmark to complete the repair work on our windows has been very frustrating. We were initially informed that the repairs would be rescheduled for spring 2024. However, by late May, we hadn't received any communication from Landmark, so we reached out by email but received no response. We followed up again in June with the same result. In July, we reached out and Landmark finally responded, but only to say that they would contact us once the materials were ready.
  
  By the end of August, with no further updates, we emailed again. Landmark then responded and scheduled the work for September 30. However, on September 25, Landmark informed us that the parts wouldn’t be ready, and they would notify us once they were. As of now, we have still not heard anything further from Landmark regarding when the repairs will be completed.
  
  I understand that delays can happen, but it's hard to make sense of how they can continue to experience ongoing delays due to parts or materials issues. At this point, it feels like they’re making excuses with no real intention of coming to fix the windows. Their lack of any communication with us **** **** ** *** ***********.
  
  Winter will be here soon, and all we want are our windows to be fixed before then.

  Business Response

  Date: 07/01/2025

  Good Morning and Happy New Year.

  Our most sincere apologies for the delay.  We are just in the process of returning from holiday shutdown and I have forwarded your information to our service department.

  Thank you.

  Landmark

• Initial Complaint

  Date:10/09/2024

  Type:Sales and Advertising 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 did not contact this company and they have been calling everyday! Not once a week, EVERY day. When I pick up to tell them to stop calling there is no one on the line. When they leave a voicemail there is not message. STOP CALLING.
  I don't know how they got my number ***** **** ****** *********** **** ******* *** **** ** ***********

  Business Response

  Date: 10/09/2024

  We most certainly apologize our phone calls have been
  overwhelming for you and we have added your number to our no call list.
  All the best.
  Landmark
  

• Initial Complaint

  Date:19/07/2024

  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.

  On May 12, 2014 Landmark Home Solutions installed a bay window and two other windows on our property at ** ******* **** ***** ** ** ****** *** *** . We paid $4096.00 for the project backed by a Lifetime Warranty from Landmark. Ref # ******.
  Recently-two months ago- we advised Landmark that a piece of the hardware, namely the left handle and accessories /mechanism was not working properly. They sent a technician on July 2 , 2024 to have a look at the problem but he was unable to fi it. He did not have the spare part. I followed up after 15 days on July 17. No response.

  Business Response

  Date: 01/08/2024

  Hello and our most sincere apologies.  I have forwarded your information to our service department and we will have  someone be in touch 100%!

  Thank you.

  Landmark

  Customer Answer

  Date: 06/08/2024

  
  
  Thank you for advising me on the response of Landmark Windows and Doors.
  After many unsuccessful email exchanges with this Company, I decided to contact another 
  Company, ****** ******* *** ***** * *** *** ****** *** **** ** **** *** ***** * ******* ***** ******* ** *** ****** ** * *******
  
  I want Landmark to refund me this amount in order to close the complaint once and for all.
  
  Sincerely
  
  ******* ********

  Business Response

  Date: 06/08/2024

  After looking into this matter further, Landmark did send a
  technician out to the residence on July 2, 2024
  Landmark’s service tech submitted a report of what was
  required in terms of the part needed.  Unfortunately,
  at that time we were out of stock, however a new shipment recently arrived and
  were looking to reach out the homeowner to schedule a date. As advised by the
  homeowner, they however elected to bring another company in, to complete the
  service.
  
  While we can understand the timeline to resolve this issue
  was longer then desired, we were and always are fully committed to standing
  behind and honoring our warranty coverage. 
  Furthermore, under no circumstance will Landmark Home Solutions refund
  this homeowner for choosing to bring in an outside company to perform the
  repair.

  Thank you

  Customer Answer

  Date: 12/08/2024

  I am rejecting this response because: It's all ****, passing the buck from their technician to their Service Department. *** ******** **** ******** ** *** ***** *** ***** ** ** ******* ***

  **** ** * ********* *******. I was not going to wait that long to close this issue. They nev er told me to wait a little longer for the part. **** ******** * ******* ** *** ******* ***** **** *** ****** **
  
  ***** *** ******** *** *** **** **** ******** ** **** ***
  
  **********
  
  
  
  ******* ********

  Business Response

  Date: 06/09/2024

  Landmark dispatched a technician to the home; however, our
  technician did not have with him the required component.  Since 2014 we changed our design and
  components on our windows and no longer had in stock the required piece and it
  therefore had to be ordered. 

  As
  indicated by this homeowner however, they had already sought out through a
  different company getting their window repaired.  Therefore, there is and was no need to follow
  up with this customer as they had their issue resolved.
  
  Additionally, while we apologize that some time was required
  for us to order in the correct component, it in know way means we weren’t more
  then happy to service them.  However,
  they felt waiting was not an option and as stated, outsourced the repair.  That was a choice they made, and Landmark
  will not be covering that cost.
  
  Thank you

• Initial Complaint

  Date:17/04/2024

  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.

  We purchase windows and doors April 23-22 with promise to install late summer
  Install all but front damaged door in Nov 30- 22 with promise to have front door repaired within 3 weeks.
  April 2023 finally had front door installed with a refund as we had to settle for damaged frame
  During this time **** Landmarks Salesman spoke about rebates and even recommend ******* to do the audit. I have proof of this recommendation, He also spoke with us telling us he had to change the rating of the windows and doors so we would qualify for the Greener homes Grant.
  I booked my post audit and have been informed that my doors do not qualify and need "ER, Ufactor and NT Reference #"
  I have tried numerous times to get this proper information from Landmark with little success.

  Business Response

  Date: 18/04/2024

  Good Morning Ms. **********,
  While I apologize that you are unhappy with your experience with
  Landmark, I am at a loss as to the merit of your complaint.  The contract which you signed, clearly stated
  No Government Rebate on it.  Why you are
  now upset with us that your products do not qualify is highly confusing.
  
  We fulfilled the terms of your contract to a tee, including
  the sale of product(s) that do not qualify for the grant, again as clearly
  stated on your order.
  Sincerely,
  Landmark

  Customer Answer

  Date: 18/04/2024

  
  
  I am rejecting this response because:

  I have ******** a screenshot of a text message from my saleman from Landmark sending me to ******* to do a preassessment for rebates. 

  **** * **** * ******* ***** ****** *** ***** ********* sitting at our Kitchen table with **** Landmarks Salesman pointing out that that was a mistake on the form about no gov rebates and he was changing order to meet rebate qualifications to get these rebates. He actually said he had to put a lesser quality window in because the ones we first picked out wouldn't qualify for these rebates.

  
  Sincerely,
  
  
  **** *********

  Business Response

  Date: 25/04/2024

  Hello Ms. *********.
  As stated prior we at Landmark Home Solutions fulfilled exactly
  what your contract called for and as mentioned prior, your contract clearly stated
  no government rebate.  If additional
  conversations took place between yourself and your representative, that then speak
  to the contrary, I wish you would have advised that sooner.  Simply put, I don’t know what I don’t know.
  
  We will happily take a look at your text messages and
  investigate this further for you.  Should
  you also have any additional supporting documentation, please then forward it
  directly to myself.
  
  Regards,
  *****
  **************************

   

  Customer Answer

  Date: 26/04/2024

  I am rejecting this response because:

  this doesn't complete any of my concerns.

  i have ******** the schreenshot of your salesman text

   why would he send me to ******* for an assessment if we were not going through with the rebates.

  I have asked many time for the spec of the windows and doors and keep getting pics of the size and style but not specs?Why?

   
  
  Sincerely,
  
  
  
  **** *********

  Business Response

  Date: 23/09/2024

  These valued customers contract clearly states in writing, “no
  Gov rebate”.  We at Landmark Home
  Solutions fulfilled what the contract indicated. If at anytime, communication exchanges took
  place “outside” the terms of the agreement/contract, we were never advised, nor
  did we ever receive anything in writing advising Landmark Home Solutions to do so.  

  Landmark Home Solutions offers several different types of
  glass packages to our consumers.  In
  order to supply a product for the Government rebate qualifications, the glass utilized in this order would have had to been altered, but so would the price. 

  
  Thank you
  Landmark Home Solutions

  Customer Answer

  Date: 24/09/2024

  
  I am rejecting this response because: 

  When sales guy **** had returned we did proper upgrades with a price increase to match the rebates.

  No just that when you sent someone to fix front door I was told I would be recieving touch up paint and still havent recieved.
  
  
  
  Sincerely,
  
  
  
  **** *********

  Business Response

  Date: 08/01/2025

  Landmark Home Solutions fulfilled is committed to customer satisfaction and upon a full review we believe we fulfilled all terms of the contract.

  Thank you

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  LANDMARK HOME SOLUTIONS #****** SERVICE REQUEST
  first called for warranty work 13 feb 23, sliding door will not open
  got an appointment booked for a service call 12 March. told us need to order parts and would be back in this area in 2 weeks. Its now april 10th, its been 2 moths to fix a door and 1 window
  I have emailed several times keeping being told parts have been ordered. they re door and window should they not have the parts on hand ( its a roller for a patio sliding door)
  I have tried calling the company all numbers go to Vm with no-one returning any calls.
  *** ** *** ********** ** *** **** ** **** * **** *** *** ** **** ******* ********* *** ******** ******. I just want me door fixed in a timely manner, I don't think 2 months to have a door fixed is reasonable.

  Business Response

  Date: 15/04/2024

  Our most apologies for the extended timelines and wait.  Unfortunately, we are experiencing supply chain issues but
  will be in touch the moment the required parts arrive.

   

  Thank you.

  Landmark

  Customer Answer

  Date: 26/04/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Im not really satisfied , they say this on every thing, it should not have taken 3 months to fix a door and window from a company that supplies doors and windows. This tells me they could not do any work because of supply issues for 3 months!!, how does a business survive. Their custom service and warranty work is so poorly handled you can not call the company no one answers the phone, ** * ***** ** ** ***** * ***** **** *** **** **** **** **** ******** **** ****** *** ** ****** ***** ***. This is not the first time I had to get them back for warranty work and same issue every-time, months to get work done.  The windows at least my kitchen one is all ways cold, I don't think it has the insulation power it once had. I hope this company stands behind their products and handles service calls better in the future. 
  
  
  
  Sincerely,
  
  
  ********* ****