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Business Profile

Windows

Landmark Home Solutions

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 44 total complaints in the last 3 years.
  • 21 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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Complaint status

Complaint type

  • Initial Complaint

    Date:11/03/2024

    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.
    On Nov. 16, 2023, I received a quote for replacement windows from Landmark Home Solutions (salesrep, **** ****) at $83/month, zero interest loan that would be provided by the federal government as part of their Greener Homes Initiative. **** indicated that he would arrange a private loan initially then initiate the government loan, cover the private loan and I would owe $83/month to the federal government. I completed the private loan application (knowing it was part of the process), and when Landmark told me the windows were ready to be installed, I inquired about how the government loan would be activated. I was provided with no information by the company. The windows were installed and I reached out again. Turns out, they changed the story, said it was my job to initiate the government loan, and when I went to apply, not only were the funds not available, the loan portal indicated that the application had to be pre-install. **** **** to me about the cost and the process to make the sale.

    Business Response

    Date: 11/03/2024

    We at Landmark Home Solutions are sorry that you feel your experience
    was less than desirable.  Under no
    circumstance do we falsely represent or articulate anything.  We have done hundreds of these grants with every
    single homeowner fully understanding what was required of them and never once
    had an issue.

    Unfortunately, what you are requesting is not possible with regard
    to your loan.

    Thank you.
    Landmark

    Customer Answer

    Date: 11/03/2024


    I am rejecting this response because I have not received the documents from Landmark I requested via FOI. They prove the quote that was given to me by the salesperson. 



    Sincerely,



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

    Business Response

    Date: 15/03/2024

    We are more than happy to provide you with a copy of the quote. - ********.

    Regards,

    Landmark

    Customer Answer

    Date: 19/03/2024



    I am rejecting this response because: the type-written quote is not what I’m seeking via the FOI request. I want the front page of the triplicate, hand-written paper that has the monthly payment amount circled ($83/month) and all documents that pertain to the visit to my house on Nov. 16, 2023. The salesperson left me the 3rd page of the handwritten document and that part of his ‘salespitch’ did not copy to the 3rd page. The typewritten quote was done once he returned to office. 



    Sincerely,



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

    Business Response

    Date: 27/03/2024

    Hi *******,

    Our verbiage may be different, but I believe  ******** is what you are requesting - A copy of your contract.

    Regards,

    Landmark

  • Initial Complaint

    Date:21/02/2024

    Type:Product 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.
    January 19 2024, contract #***** quote, for windows I felt pressured into buying, I wanted time to think it over etc.. He said things like last day for the deal and he was going to Mexico the next day and filled in the amount on my cheque while I was out of the room to get my glasses. I went January 22 2024 to bank to cancel cheque but to my surprise it was cashed minutes after he walked out the door and me thinking I had till he got back from Mexico. So now it's been emails back and forth with Arissa M. at Landmark who keeps promising cheques in the mail and more excuses. I cancelled the order before anything got ordered and within the 10 grace period. Here it is February 17th 2024 and no sign of my $6653.10. Please help.

    Business Response

    Date: 22/02/2024

    Dear Mrs. *******,
    I hope this message finds you well. I wanted to address your concerns regarding the processing of your deposit and the timeline for its return.

    First and foremost, I assure you that we have indeed cashed your cheque, as is standard procedure for any deposit. Please understand that there are certain steps and procedures that must be followed before your deposit can be returned to you.

    As a company with a strong reputation, we have established checks and balances to safeguard our customers' interests. Upon receiving your request for a deposit refund, we promptly acknowledged it and began the necessary process. This involves creating a requisition, which is then submitted to management for approval. Once approved, it is forwarded to our Accounts Payable (AP) department for processing.
    Please note that the processing time in our AP department can take up to 10 business days.

    After the cheque is processed, it is sent back to management for final sign-off. This sign-off occurs every 2 weeks. Once signed off, the cheque is then mailed out. However, please be aware that our mail is sent out only once a week.

    I want to emphasize that we are committed to returning your deposit to you in a timely manner. However, I assure you that we are doing everything in our power to expedite the process.


    Regarding your comments about high pressure, I want to clarify that our representative was simply doing his job. He was there to assess your current windows and, if necessary, to offer you a quote for new windows. However, when you elected to cancel, we respected your decision and stated your deposit would be returned.  We are stating that to you, once again. 

    Please rest assured that we are an ethical company, and our customers' satisfaction is our top priority. Whether you decide to purchase from us or not, we are committed to providing you with the best possible service.

    Thank you for your patience and understanding. If you have any further questions or concerns, please do not hesitate to contact me directly.

    Best regards,                                                                                                                                                                                                                                  Jason W.                                                                                                                                                                                                                                General Manager

    Customer Answer

    Date: 22/02/2024



    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.




    Sincerely,



    *** *** **** *******
  • Initial Complaint

    Date:09/02/2024

    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.
    Sent an email to Landmark's service on June 5h 2023 to inform them about a defect on my newly installed front door (paint peeling off and scratches on the top glass frame).
    Received a reply on June 6th 2023 from the service department saying this:
    "The picture of the peeling paint along with the scratches on the glass frame you have provided, certainly are not acceptable and I will escalate these issues to our manufacturing department for guidance on how to have these items resolved."
    Haven't heard from the service department or anybody else since, despite leaving voicemails and sending emails.
    Not sure how customer support works in this company but this is unacceptable!

    Business Response

    Date: 20/02/2024

    Good afternoon Mr. *******,
    You are correct, this is not acceptable.  You have our most profound apologies as I do
    not know how this fell through the cracks.
    I have escalated your account to the service department personally
    and they will be in touch.

    Thank you,
    Landmark
  • Initial Complaint

    Date:12/01/2024

    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 had 11 windows and 1 patio door installed in July 2022. The installers were hired by Landmark and they did a very poor job installing everything. I have had to repair the aluminum flashing around the windows as they were sloped towards the home at the bottom of the window and holding water. My older windows were installed better than this so the money spent was really a waste because the purpose was to improve the windows not pay mo way to have them worse off. I spent $2,000 in October 2023 to have the flashing redone by a contractor I use in my business that I trust and they said it was the poorest is talked windows they’ve ever seen. So that goes against Landmarks lifetime warranty I received with the purchase of their product. My main concern is the patio door. It holds about 1/3 of an inch of water unless it’s very hot out or hasn’t rained for a while. This is a major concern because over time this will create a major problem. When the installers were doing the patio door they had to cut out the lower part to remove framing and bricks so the door would fit. I paid an extra $1,000 to have this done. When they installed the concrete lentil at the base of the door I commented that it was drastically sloped towards the house and the installer said it’s not and he’s been installing for 20 years. I said that doesn’t matter because I’m not blind and I can see it’s sloped the wrong way. They dismissed my concern and carried on. Since then I have expressed my concerns to Landmark through emails and leaving voicemails but they never return any form of communication. I have no other option other than legally but I would like to go this route first. Other consumer should be aware that the extra they pay for the warranty is a waste and very misleading and in my opinion false advertising. I would like them to reinstall the patio door properly at no cost to me.

    Business Response

    Date: 18/01/2024

    Apologies Mr. and Mrs. ******.  I have just personally forwarded your information and concern to our service department.

    Thank you

  • Initial Complaint

    Date:30/11/2023

    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.
    I purchased windows from Land**** homes for my main floor.
    I decided to use the company as I had purchased my 2nd floor windows from them 3 years ago, with no problems
    They installed the windows in Aug.
    Out of the 10 windows , they got the gridding wrong on 5.
    There are 3 different window types, which is not right
    The installers left a mess inside and out. They did a poor and unfinished job on the caulking around the aluminum
    I called back to complain and they reordered windows.
    3 weeks ago the installer came and was only able to install one window as the others were too large
    I have contacted them with no response.
    They are taking money out of my account since Aug. for an unfinished job * ** ********* ** ***** * *** ******* for $15,000
    I also wanted to be able to wash my windows on both sides from the inside. ** ** *** ** ******* ** we are unable to be climbing ladders
    What sold me into buying from this company was a lifetime guarantee
    *** *** **** ******* ** **** ** **** ** *** ** ******** *** **** ***** *** *** ******* ********** *** ** *****

    Business Response

    Date: 30/11/2023

    Dear ******,
    I apologize for the dissatisfaction you've experienced with our service. Please be aware that we are actively addressing your concerns. There was indeed an error regarding the grids in your units, and we are committed to rectifying this issue promptly.
    Regarding the concern about payments from your account, I want to emphasize that installing the units with the incorrect grids was not our intention. Once the error came to light, we assured you that we would correct it. I am curious about why you proceeded to sign off on the financing if you were unhappy with the payments later on.


    It's important to understand that resolving your concerns involves complex processes, including reordering and remaking multiple items. Although some time has passed, we are diligently working to find a solution for you.

    Additionally, I noted your dissatisfaction with the cleanliness of your property after installation. I want to clarify that as a company, we do not condone such behavior, and we consider it unacceptable. I find it perplexing that you mentioned on the job completion form, which you completed yourself, that "the gentlemen that did the work were both professional and caring." This doesn't align with comments suggesting a mess left on your property. Nevertheless, we acknowledge your concerns, and we are committed to resolving them.

    Thank you for your understanding and patience as we work towards a resolution.
    Sincerely,
    Landmark

    Customer Answer

    Date: 30/11/2023


    I am rejecting this response because: I feel I should not have provided any financing until the job met my approval and was finished. I had full intentions of paying it off in entirety once done as I did my upper windows

    I did say the installers were professional. Then I went outside after they left to my neighbour cleaning the driveway of debris. W when I went to the other side of the house there was more

    I had to ask for a demonstration on how to open the windows. Nobody volunteered

    I have 3 different types of windows. Non of which are easily cleaned from the inside. My crank windows upstairs are. This was my most important requirement at 71. **** missed the Mark. He was unprofessional and didn’t listen or meet my requests

     

    I had asked that they save the leaded glass windows as I wished to resell. They took no care in removal, left long nails protruding and pieces of wood removed from the frames. I had no issues with **** my upper window installer

    I have left emails tried calling and nobody returns calls. I felt this was the way to get your attention

    * **** ** * ********* this is not called for.

    If a solution isn’t meet soon I guess the next step is to cancel payment

      Sincerely,



    ****** *****

    Business Response

    Date: 08/01/2024

    ****** good morning and apologies.

    I do see that we have an open service with you.  I will speak with the service department and get someone in touch to update you.

    Thank you

    Customer Answer

    Date: 22/01/2024


    I am rejecting this response because:

    They we’re supposed to call and make arrangements. Jan 8

    I have not heard from them. I have emailed, called , left messages and no body gets back to me

    I actually called the service with my husbands phone thinking they blocked my number

    i was able to speak to a lady and asked if the company had closed as nobody was responding

    I was told to send an email to service and she would do the same….still no response 

    I phoned the bank to cancel payments and the companies financial serviced was told if I cancelled it would go to collections. I would have to sort this out with landmark 

    Business Response

    Date: 23/01/2024

    I will connect with service right now ****** and have someone contact you shortly.

    Thank you

  • Initial Complaint

    Date:14/11/2023

    Type:Product 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.
    I agreed to have 6 of the 30 year old windows in my house replaced in Nov, 2020. Since the installation on Mar 16, 2021, I have had major issues with 4 of the 6 windows. Landmark has had to fix a cracked pane and now the other side is also not sealed properly and needs replacement.
    However, I have dealt with ******* safety issues with the 3 upstairs sliding windows that constantly leak water in to the house. They also will completely freeze shut in the winter due to this defective design and/or build quality. If a fire were ever to occur on the main level of our house and these windows were frozen, we would have to smash them to escape, according to our fire safety plan. Due to the leaking and freezing, it’s harder to open the sliders, they collect dirt and I have to use rags or paper towel to sop up water in the track area or along the window sill when ice builds up all over.
    2 prior service visits to fix parts (vent caps and weather stripping) on the windows did not fix anything and I was assured that the issues would be completely resolved. I was told to accept the service completion documents and if they were still having problems, to submit another service request. Dealing with this company has been extremely *********. I have had to follow up with them constantly to confirm dates and have had a very poor customer experience. The installer who recently assessed the windows on Sept 15, 2023 agreed with my concerns and assured me that the 3 upstairs windows should and would be replaced, going so far as to mention that he doesn’t recommend this design, ******* *** **** ** *** *** **** and wouldn’t recommend them ** ** *** ***** *** ***** ******* ** *** ***. Not only are they seriously malfunctioning, but we have also seen no cost savings on any heating bill since the install date. I have many pictures with metadata to prove all of the issues. I don't feel like I'm being unreasonable, *********** *** ****** **** *** ****** ** *** ** ****** **** *** **** ** ******

    Business Response

    Date: 15/11/2023

    Good Morning,

    Our most sincere apologies for any delays.  I do see from our system however, we do have you scheduled for a site visit on November 24 and we look forward to doing all we can for you.

    Your Team,

    Landmark

    Customer Answer

    Date: 15/11/2023

    I am rejecting this response because:

    I am aware of the company's most recent message and I stated in my reply to the formal complaint that I am not satisfied with this. 2 previous service requests to replace different window parts have not resolved the issues. These defects and ongoing issues have caused damage and functional degradation of the products.

    Furthermore, I do not accept that I am being forced to "wait and see" if the third service visit will work. I have stated that these defective and damaged products present a real fire safety concern to my family.

    Sincerely,


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

    Business Response

    Date: 18/01/2024

    Our service tech was on site earlier this month and installed new ********, end caps and confirmed all interlocks are working well.

    Thank you for your patience.

    Customer Answer

    Date: 18/01/2024

    I am rejecting this response because the technician DID NOT replace anything, that is completely false. I was not presented with, nor did I sign a completion report.

    He examined the windows for about 10 minutes on Jan. 5th and after I mentioned again that 2 of the 3 items had already been replaced previously, he determined that the interlocks were not causing any of the issues. He damaged the weatherstripping trying to open the windows as they were, of course, frozen shut. Before leaving, the technician assured me that he would discuss this again with the service department and to text him more pictures of the issues. I did this and have called the technician multiple times since then as a follow-up and have had no response or call back from him or the service department.

    This ********* response is indicative of the type of company they are. If not for this BBB complaint, I'm certain I would have been ignored again. I will be exploring legal action if nothing further is done, which is absolutely ****** that I would have to go that far just to have them replace unsafe and defective "windows" (typically windows can actually open and close, unlike the ones I have).




    Sincerely,



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

    Business Response

    Date: 31/01/2024

    Completely my mistake in my earlier response.  I had read the service tech's report and
    assumed the work was done; however, his report was not completely done.  Therefore, I did not have all the information
    required.

    I believe that you have had conversations with our
    Operations Manager – *** and appears all is now progressing.
    Thank you

    Customer Answer

    Date: 05/02/2024



    I am rejecting this response because: I did not speak to a ***, I only received an email from customer service to confirm yet another service visit in March. I am expected to adjust my schedule once again... I will not consider this complaint closed until the defective windows are replaced.



    Sincerely,


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

    Business Response

    Date: 08/02/2024

    We have a confirmed, booked service date of March 5 and very much appreciate this highly valued customer being patient.

    Landmark

    Customer Answer

    Date: 07/03/2024

     The technician and service department have agreed to replace the windows. Measurements were taken and a rush installation was ordered, lead time was said to be 3-4 weeks. The technician and I signed an agreement for the install, but I want to keep the complaint open until the work has been completed. At that time, if no further issues occur, I will accept a response and close the ticket.

     

    Business Response

    Date: 11/03/2024

    As noted by the customer, a site visit was done and the required parts have been ordered.

    Customer Answer

    Date: 18/03/2024

    I am rejecting this response because:

    I wish to keep the complaint ticket open until the installation work has been scheduled/completed, which requires me to reject the most recent response.

    Thanks.


    Business Response

    Date: 20/03/2024

    As noted by the customer, a site visit was done and the required parts have been ordered.

     

    Thank you,

    Landmark

    Customer Answer

    Date: 28/03/2024

     
    I am rejecting this response because:

    No date set yet, I would like to keep the complaint open until the work has been scheduled/completed. Thank you.


    Business Response

    Date: 01/04/2024

    We hope to be in touch very soon with a date of return for you. We are just awaiting some parts to arrive through our suppliers.

    Regards,

    Landmark

    Customer Answer

    Date: 12/04/2024



    I am rejecting this response because:

    Thanks for the update, rejecting the response as I wish to keep the complaint ticket open until the work has been scheduled and completed.



    Sincerely,



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

    Business Response

    Date: 18/04/2024

    Parts are on order and we will certainly reach out as soon as they arrive.

    Thank you

    Customer Answer

    Date: 29/04/2024

    I am rejecting this response because:

    Acknowledged that the parts have been ordered; rejecting to keep the complaint open until the work has been scheduled and completed.


    Sincerely,



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

    Business Response

    Date: 10/05/2024

    All required items are now ready and we have reached out to this valuable customer and offered a return date of June 26. 

    We appreciate the patience and look forward to bringing this matter to a close and looking after all of their needs.

    Landmark

    Customer Answer

    Date: 14/05/2024

    I have accepted the date of June 26th, between 9AM - 11AM, for the windows to be replaced. I am rejecting to keep the complaint open until the scheduled work has been completed.

    Thanks,



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

    Business Response

    Date: 26/06/2024

    We completely agree with this homeowners response and reasoning to keep this complaint as open and active.  We are 100% committed to ensuring this is looked after until the end.

    Thank you.

    Landmark Home Solutions

    Customer Answer

    Date: 27/06/2024

    I am rejecting this response because:

    The scheduled date of June 26th was cancelled a half hour before he was supposed to arrive. I made sure to be home, removed all blinds and moved all furniture away from the window areas, which was a waste of time seeing that I have no clue when the work will be completed. I am not really surprised at this point. I just want this resolved after 3+ years of headaches and wasted time.


    Business Response

    Date: 09/07/2024

    Yes, our most sincere apologies.  We had 100% a breakdown in communication on our end and this order was indeed delayed on our end.  I assure you that it is still 100% in manufacturing and we will be in touch as soon as possible with a new turn around date for you.

    We thank you for your understanding.

    Customer Answer

    Date: 18/07/2024

     
    I am rejecting this response because:

    I have agreed to the new date of Aug. 6th, rejecting the response to keep the ticket active until the work has been completed.

    Business Response

    Date: 07/08/2024

    We have a return date of August 23 scheduled with this valued customer and look forward to completing the service required.

    Thank you **

    Customer Answer

    Date: 14/08/2024

    Confirmed rescheduled date of August 23rd. Rejecting to keep the ticket open until completion. Thanks.



    Sincerely,


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

    Business Response

    Date: 05/09/2024

    While I was not present in the home, I can’t comment on what
    our service tech did or did not say with regards to the style of window(s) that
    were installed in this customer home nor do I have any idea as to why he would say
    such a thing, if indeed he did.

    While we certainly understand this homeowners frustration
    with regards to the length of time it took to have his issues addressed and
    while we do fully admit we had to replace his units with new ones, the actual
    style of window has no bearing on the issues that were experienced.  The style of window installed is incredibly
    common and incredibly well functioning despite the issues the valued customer experienced.

    Landmark Home Solutions stands behind our warranty in all
    that we do and did so especially in this case. 
    Attached is a copy of the signed service ticket attesting to the fact
    that we replaced the faulty units and under no circumstance will we be refunding
    the contract.  We carry an outstanding
    warranty on our products, and should a homeowner ever experience warranty related
    issues, we honour it as we did in this case.

    Thank you.
    Landmark Home Solutions

    Customer Answer

    Date: 09/09/2024

      Thank you to the BBB staff for your help.

    While I do appreciate that the issue has finally been resolved, the fact I had to involve BBB at all should say something. The serious issues with these windows that occurred over 3+ years were not taken seriously by Landmark's Service Department until after I submitted a formal complaint. That was if I could reach someone to speak to at all. At one point I had to email the GM and owner of the company to have someone respond back to me. I'm glad that the windows seem to be functioning as normal, and I don't need to worry about my family's safety this winter due to windows freezing shut and leaking everywhere.


    I have reviewed the response made by the business in reference to complaint ID 20861399, and find that this resolution is satisfactory to me.


    Sincerely,



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

  • Initial Complaint

    Date:01/11/2023

    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 am not impressed with the finance department of Landmark. Back in 2020 I applied for the ******* **** grant and Landmark then reached out based on that. So right there should there not be proof that I am interested in the grant?

    The man who came out to quote the windows also knew that we were interested because during our scheduled appointment I asked about it & expressed interest in taking part.

    I don't believe it was my responsibility again to then communicate to the company that I was still interested in taking part in the grant.

    Skip forward to day before install (May 2023), I am called by Liz letting me know she is sorry but our bay window arrived cracked and we have to reschedule. These things happen, we were able to rearrange for a month later. Liz was a pleasure to deal with.

    I asked Courtney in customer care about the grant and was then told the windows WE chose do not qualify for the grant.... This is where the salesperson should have chose the appropriate windows that did qualify??

    The windows (9) were installed this month (June) and I received email from the finance department. I asked for compensation for the poor communication and expressed that I felt I had been scammed. I was told the grant covers $125 for each window installed... (I should have received $1125) Landmark told me they will compensate me $250 TOTAL *** ***** ********, only after a few back and forth emails asking for compensation. The cheque which I was promised to see in two weeks from August 16th never came. I emailed and left voicemails and the company seemed to be purposely ignoring. Only when I sent another email and CC'd a general manager did the woman respond saying the compensation cheque was not approved.

    Business Response

    Date: 01/11/2023

    Good Afternoon, ******,
    We do not support or practice misleading our clients under any
    circumstances.  Nor is there any advantage or disadvantage to us concerning
    whether a client takes advantage of the grant or not. It has zero bearing on
    us.
    With the above noted, I would like to investigate this matter
    more to see where the breakdown may have taken place in communicating your intent.
    Please advise, when your first
    energy audit took place and which company performed it?

    Thank you,
    Landmark

    Customer Answer

    Date: 08/11/2023



    Complaint: ********



    I am rejecting this response because: It's the principle of the matter. I was told by Courtney A. in August that I would receive a cheque in the mail for the inconveniences that your company has caused and I still have not received said cheque. 



    Sincerely,



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

    Business Response

    Date: 15/11/2023

    Good Morning ******,
    You still have not answered my previous question.
    Please advise, when your first energy audit took place and which company performed it?

    Thank you,
    Landmark

    Customer Answer

    Date: 17/11/2023



    Complaint: ********


    I did not conduct an audit. I was not told of what to do nor was I told the windows we chose (which actually Marty the rep for your company chose for us after knowing we were interested in taking part in the grant) did not qualify for the grant. 

    Courtney A.then told me I would receive a cheque for $250 for the inconveniences caused by Landmark. 

    I’ll just say again, it’s the principle of the matter. We feel as though we have been ******* and ********** by your company. 

    Sincerely,



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

    Business Response

    Date: 30/11/2023

    While we certainly never intend for any valued customer to feel misled, it's challenging to comprehend how Landmark could be held responsible for this situation. The decision to apply for an audit and facilitate the inspection lies entirely with the customer. Landmark is not involved in conducting audits, managing book audits, or any aspect related to the audit process.

    To qualify for an energy audit, homeowners must independently reach out to an audit company, coordinate the audit inspection at their residence, and have an energy audit conducted on their current windows. This step is essential even before engaging with Landmark or considering the purchase of new windows. Therefore, I am uncertain how Landmark can be deemed at fault if this crucial prerequisite was not fulfilled.

    Furthermore, once the new windows were installed, the qualification for grants becomes irrelevant, as the absence of a prior audit disqualifies the homeowner from any potential rebates. In essence, Landmark cannot be held accountable for circumstances where customers did not undertake the necessary steps in the audit process. 

    Most sincerely,

    Landmark

    Customer Answer

    Date: 06/12/2023



    Complaint: ********



    I am rejecting this response because: I am simply going back to my previous point that I was told by Courtney A. that I would receive a cheque for $250 to compensate for the inconveniences the company caused. 

    The inconveniences I have listed below: 

    1. Selling us windows that didn't qualify for the grant even if we had completed the process correctly

    2. Delaying our install the day before it was scheduled (We made arrangements on our part) 

    3. The company ignoring my concerns and emails/phone calls. (Felt like I was being ghosted) 

    The reason I gave your company our business was because you called me based on my grant application. We spent 22 thousand dollars with you and the way we are being treated is really frustrating and unfortunate. 

    Stick to your word of compensation of $250. It's the principle of the matter. 


    Sincerely,



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

    Business Response

    Date: 08/12/2023

    Dear Mr. and Mrs. ********,
    We refer once more to our previous communication addressing your concerns about the eligibility of your windows for the government grant. It is beyond Landmark Home Solutions' control to ensure that homeowners take the necessary steps to participate in the government grant program.
    If you had followed the required procedures, we would have been notified that the glass package you purchased did not qualify. Subsequently, we would have reached out to discuss potential changes to make your purchase eligible. Unfortunately, you did not take these steps.

    You did not apply, qualify, or submit any written documentation expressing your intent to participate in the program. You also did not schedule an energy auditor to meet the qualification requirements. We want to emphasize that we are not at fault or responsible for this situation. We fulfilled all terms outlined in the contract you signed, manufacturing and installing the product as specified.

    Regarding the cancellation one day prior to your scheduled installation, we sincerely apologize for any inconvenience caused. One of your units accidentally cracked during the loading process, and we immediately contacted you to explain the situation. Despite this setback, we expedited your order and completed the installation as promised the following month.
    Upon completion, you indicated satisfaction by signing off on the job completion report dated June 20. There was no expressed concern about the prior cancellation. Furthermore, we initiated communication on June 26 as part of our follow-up satisfaction program. We have also promptly responded to all your messages on the BBB.

    In conclusion, customer satisfaction is a top priority for us. However, we find the claims made by you to be without merit and lacking a basis. We fail to see how we can further assist you in this matter.
    Regards,
    Landmark

  • Initial Complaint

    Date:05/10/2023

    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 installed my new windows in Sept. of 2012. We had several problems with them over the years and have contacted the company several times to come out and fix them which they often sent someone however they always had to order a part and the window never got fixed. This year in May, I contacted them again through their website. I included the original bill of sale and images of all of the windows that needed to be fixed. They responded immediately and send a serviceman. Ed P. came and fixed 1 window and promised to come back in 5 weeks when the parts he needed to fix the others would be in. I have now followed up 4 times with no response. I have called the office and the service mailbox is full. this company is terrible to deal with. This is exactly what was happening last time I tried to get my windows fixed! With winter coming this will continue to cost me as my windows do not properly close. It's easy to offer a lifetime warrantee if they are ignoring the service call. All I want is to get my windows fixed so they close in time for winter this year.

    Business Response

    Date: 13/10/2023

    Hi *******,

    Our most sincere apologies for any delays but as advised prior, when your parts arrive we would be in touch.  Thankfully they now have and we will reach out today!

    :)

     

    Customer Answer

    Date: 20/10/2023



    Complaint: ********



    I am rejecting this response because:

    This team has not ordered the parts and did not book time to come for the repair. I did receive an email indicating that they needed pictures of the window to order the parts. I’ve sent back on Wednesday that there are 3 windows with photos but have not heard back since.  This has been the back and forth i’ve experienced for 8 years altogether now.  




    Sincerely,



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

    Business Response

    Date: 31/10/2023

    We will investigate this right away *******

    Customer Answer

    Date: 07/11/2023



    Complaint: ********



    I am rejecting this response because:
    I still have not heard from the company to schedule a time.  I will not be closing this case until they come and the windows are fixed. 
    Too many times I’ve waited for calls, service people or parts and whenever I follow up, I have to start from the beginning. 
    Why would it possibly take this long to just schedule a time?

    Sincerely,



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

    Business Response

    Date: 15/11/2023

    Good Morning,

    I have personally forwarded your contact information to our service department and we will have someone in touch shortly. 

    Thank you,

    Landmark :)

     

    Customer Answer

    Date: 26/11/2023



    Complaint: ********



    I am rejecting this response because: 

    I have heard from the business and we have determined a date for the repairman to come. I would life to keep the case open until the work has been completed. They have cancelled in the past. 



    Sincerely,



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

    Customer Answer

    Date: 06/12/2023



    Better Business Bureau:

    Thank you, after 7+ years my windows are now fixed.


    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




    Sincerely,



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

  • Initial Complaint

    Date:25/09/2023

    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.
    Paid in full after work was completed. $30,000 to $40,000. Had some issues with leaking windows and frame around custom back door. One person came and removed back door metal frame and said the header needs replacing. Then left it to fix window and returned next day and said he could not finish the job by himself and needed to order materials. He never returned to finish the job. Both my wife and myself have left messages and no response.

    Business Response

    Date: 02/10/2023

    Our most sincere apologies Mr. ****.  I have just forwarded your info to our service department.

    Customer Answer

    Date: 07/10/2023



    Complaint: ********



    I am rejecting this response because:

    We have had many "forwards to service department" with no resolve. The last time was when they scheduled an appointment but never showed up. We have attempted multiple times since to connect but don't get a response. 

    I recently sent an email requesting information as if needed new windows and got a quick response that they would have someone be in touch. Seemingly, they don't even recognize that I am an existing customer. 




    Sincerely,



    ***** ****

    Business Response

    Date: 31/10/2023

    As stated prior, we would forward your information to the service department, which we did.  I see you now have service scheduled for November 9th.

    Thank you :)

     

    Customer Answer

    Date: 06/11/2023



    Complaint: ********



    I am not necessarily rejecting the response, but did not know about this service appointment until received the response. 

    we have had at least 2 instances where either the service techs didn't come when scheduled or showed up without materials or time to complete the work.

    We will respond again after we see what happens on the 9th.




    Sincerely,



    ***** ****

    Business Response

    Date: 09/11/2023

    Mr. ****,

    Our most sincere apologies if any delays took place in actioning you service.  With that said, I am happy see see that we do now have a scheduled date for you!

     

    Landmark: )

     

    Customer Answer

    Date: 13/11/2023



    Complaint: ********



    I am rejecting this response because, as we figured, there was no appointment scheduled for the 9th as was indicated in the response from Landmark. My wife emailed them at 10am (ish) to see if they were still coming and the response we received was this: 

    "Good morning ****** and *****. I have also left you a voice message. I see that you sent an email to Theresa wondering if we are coming out today. I am sorry if there was a miscommunication, however we will not be coming out today.

    I do however have availability for our installer Mark to come out Nov 20-21st. If you could please advise if these dates would work for you.

     

    It would be greatly appreciated.


    Thanking you in advance.

    Sandra W.¦Customer Solutions

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

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

    ************************ 
    This is not the first time we have had appointments be missed or "miscommunicated". We have emailed Sandra back to advise we can make the 20th work, and asked for an approximate time.
     
    This is very frustrating, and why we have involved the BBB to assist.
     
    Thanks so much.


    Sincerely,



    ***** ****

    Business Response

    Date: 15/11/2023

    Hi Mr. *******,

    I am very sorry we had to cancel your appointment with us, but as you are aware, we are scheduled to now come November 20.  We very much look forward to it and taking care of your concerns.

    Landmark :)

     

    Customer Answer

    Date: 04/12/2023

    To answer the question...there are still cosmetic items that we have requested be fixed more than once and have not been completed. We are, however, not confident they are able to fix them properly, so are done trying. 

    In terms of resolution, we would like to see a refund of some sort due to the stress, aggravation, and disappointment. 

    Please email back to this address in response. 

    Sincerely, ***** ****
  • Initial Complaint

    Date:18/09/2023

    Type:Product 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 originally purchased the windows for my home on Feb. 4th of 2023. They said they would send someone to measure the windows and they did. The windows were made and ready to install by the end of April. I was away on a trip until May 19th so they made an appt. to install on May 23rd and 24th. They installed all the windows except one as it had been measured incorrectly. They took out my old window and then realized the new one was to small. They said they would have to reorder another window and left. I tried reaching out to Landmark several times about when it would be ready. On July 13th I received an e-mail from ******** at Landmark. She informed me that the window was reordered and ready and they were waiting on 7 screens that didn't fit properly and when they came in they would do everything all at once. There is also a bathroom window that looks like the casement is cracked. I have since called June 14th, July 31st, Aug. 10th and Aug. 30th. and have left messages. I also sent an e-mail on Sept. 4th and have not received a response. And as of today (Sept. 17th) have heard nothing back. Winter will soon be here and the nights are getting cooler and I have a gap to the outside from the window I am waiting for. The original order # is ********. * ** * ****** ****** *** * ******* **** *** ****** ********* ** **. By ignoring me they are hoping I will let this go. I paid a lot of money for these windows and need the last window installed. and the bathroom window replaced and the 7 screens.

    Business Response

    Date: 25/09/2023

    Hi ********,

    I assure you that we are not ignoring you in the hopes that you go away!  As indicated, to you prior, when the product is ready we will be in contact.  I see your window is now complete and we just need to gather your screens and will be in touch shortly.

    Thank you

    Landmark

    Customer Answer

    Date: 25/09/2023

    I am rejecting this response because: my window according to an email from you in July was ready then. I can't understand why it takes 4  months to get 7 screens made and it took 2 months to make 12 complete windows with screens. I am going to have snow in my spare room if that window is not put in soon. I also have not got a response about the small bathroom window and what is being done about it.  Thx.



    Sincerely,



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

    Business Response

    Date: 02/10/2023

    Hi Mrs. ******,

    I have been looking further in to this and the 1 window is complete and ready.  For reasons I can't explain however, their was confusion over your screens and I can't for the life of me figure out as to why.

    You have our most sincere apologies but know that I have instructed them to re-order them again and the very moment they come ready we will reach out.

     

    Sincerley,

    Landmark

    Customer Answer

    Date: 02/10/2023

    I AM NOT ACCEPTING THIS RESPONSE. I WOULD LIKE A TIME FRAME TO WHEN THEY WILL BE PUTTING IN THE WINDOW. I ALSO HAVE STILL NOT HEARD WHAT IS BEING DONE ABOUT THE BATHROOM WINDOW FRAME. THE ONE THAT LOOKS LIKE IT IS CRACKED. WE JUST KEEP GOING  AROUND AND AROUND THE ISSUES.  YOU HAVE YOUR MONEY AND I HAVE 1 WINDOW MISSING 1 THAT IS CRACKED AND 7 SCREENS THAT DONT FIT PROPERLY. THIS IS UNACCEPTABLE.

    THX.

    Business Response

    Date: 05/10/2023

    Hi ********,
    Again, I assure you that we are not ignoring you in the hopes that you go away!  As indicated, to you prior, when the product is ready we will be in contact.  I see your window is now complete and we just need to gather your screens and will be in touch shortly.
    Thank you
    Landmark

    Customer Answer

    Date: 07/10/2023

    I am rejecting this response because: you ARE ignoring me. You have my window and I would like it put in now. The screens you could bring at a later date when they come in. I have the door to that room closed and it was 51 degrees in there this morning. You will owe me money as per the contract. You told me that you would pay the difference in my heat bills if they are not less than before the windows were put in. You also have not responded to what is happening with my bathroom window that looks like it is cracked. You just keep ignoring the question. What IS going to be done about my bathroom window????? ** **** ** * ********** ******* **** why can you not get on these people and request a time line for the screens. **** ***** * ****** ******* ** *** I am really regretting purchasing windows from this company.



    Sincerely,



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

    Business Response

    Date: 23/10/2023

    We will then be in touch!

    Customer Answer

    Date: 27/10/2023

    I am rejecting this response because: I don't understand what you mean?????



    Sincerely,



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

    Business Response

    Date: 01/11/2023

    Happy to say this customer is now scheduled for service.

    Landmark **

    Customer Answer

    Date: 03/11/2023

    I received an email from ******** at Landmark on Oct. 6th. She says that the window and screens are ready. She says that she has an installer in my area on Nov.7th between 8and 10am. I was to confirm my availability. I asked again about the bathroom window and she said she knew nothing about it. I re sent pictures and she asked if I had tried to get the mark off it. I said I did and it appears to be a crack not a mark. She said she would order a new one. Then she told me the installers had something come up and could not make it. She was trying to get someone else to put them in. I have heard nothing since. So my windows an screens are in and I cant get them installed. The last correspondence was Oct.26th.

     

    Thx. 

    *** ******

    Business Response

    Date: 15/11/2023

    We are happy to say that we had a service tech on site on November 7 and are in the process of ensuring all service concerns are looked after!

    Landmark **

     

    Customer Answer

    Date: 15/11/2023



    I am rejecting this response because: I took the morning off on Nov.7th as requested and no one showed up. Therefore I still have no window or screens or casing. When is your next available date for installation. This is getting ridiculous, and cold weather is here. This has been going on since May. 



    Sincerely,



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

    Business Response

    Date: 01/12/2023

    Good morning, ********,
    I want to address the misunderstanding, and I apologize for any inconvenience you may have experienced. The delay in your product was due to the manufacturing process, but I can confirm that it is now finished. Our service department will be reaching out to you shortly.

    Thank you,

    Landmark

    Customer Answer

    Date: 01/12/2023

    I am rejecting this response because: This is the third message that has said that my windows and screens were ready. Also an appt was set up previously and no one showed after me taking 3 hrs off as per your message. Are you people totally incompetent?? My windows and screens per your message are in and have been in for a while now. I want my screens and windows at my house and installed on or before Dec. 21st. 

    Sincerely,



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

    Business Response

    Date: 07/12/2023

    Good morning,
    I noticed our service department contacted you on December 4 to finalize plans for a site visit in January 2024 to address your concerns. If you haven't responded yet, kindly do so as we are eager to provide the service you need.
    Wishing you happy holidays

    Customer Answer

    Date: 08/12/2023



     i prefer not to wait Till Jab 11th for a window and 7 screens and 



    I am rejecting this response because:  Clearly you did not read my response from Nov.15th and Dec.1st. I have responded and I prefer not to wait till Jan.11th for a window and 7 screens and a sash that you have told me are all ready. So why are you now saying that they have to make them. And you have not mentioned anything about the bedroom window coming at all now. I already took a morning off for you to come and install and now you have to make them again. I purchased these windows Feb /2023 and now I am waiting till Jan/2024 to have this job complete. Could you explain to me the problem. 



    Sincerely,



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

    Business Response

    Date: 15/12/2023

    Dear ********,
    We apologize for the delay and appreciate your patience as we address your concerns. Although we proposed January 11, 2024 as a resolution date, we understand your hesitation.  While we acknowledge your urgency and commend your patience thus far, the offered date is the earliest availability. If this date is not feasible for you, it poses a challenge for us to provide further assistance.

    We kindly request you to reconsider accepting the proposed date and inform our service department promptly to secure your slot before it gets booked.
    Sincerely,
    Landmark

    Customer Answer

    Date: 18/12/2023



    I am rejecting this response because: even though I have no choice about the date, I will not agree to it until I have confirmation that the missing window and 7 screens and the casing will all be arriving and installed on that date. I  have already missed work for an appt that no one showed for. Also you will be billed for any damage to my bedroom walls or floor or what ever is damaged due to inclement weather between now and the installation.



    Sincerely,



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

    Business Response

    Date: 05/01/2024

    Dear Miss ******,
    We reached out to you in an attempt to finalize a return date and address any pending matters.

    Unfortunately, we encountered difficulties in agreeing on a suitable date, and there was an incident where one of our team members experienced verbal abuse from your end.


    We are uncertain about the best way to proceed at this point. If you are still interested in rescheduling and addressing outstanding items, we encourage you to communicate with *** Taylor at [email protected] to coordinate a new date.

    Thank you for your attention to this matter.
    Best regards,

    Customer Answer

    Date: 05/01/2024



    I am rejecting this response because: I want you to tell me when you will be bringing my window, casing and 7 screens. When you can confirm that then you can set up an appt and I will be here. You can have *** Taylor contact me. thx.



    Sincerely,



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

    Customer Answer

    Date: 23/01/2024

    I am rejecting this response because: I have sent an email to *** confirming Feb 7th and she has responded thanking me for confirming. Maybe you should check your emails. The problem appears to be at your end not mine.

    Sincerely,



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

    Business Response

    Date: 31/01/2024

    Yes, I see you have now confirmed the date of Feb 7.  That's wonderful and we look forward to servicing you.

    Thank you

    Customer Answer

    Date: 31/01/2024

    I am rejecting this response because: Yes it was confirmed Jan.19th. Now we just have to wait and see if they show up. Thx.



    Sincerely,



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

    Business Response

    Date: 08/02/2024

    This service has now been fully completed and we appreciate your patience.

    Regards,

    Landmark

    Customer Answer

    Date: 10/02/2024

    I am rejecting this response because: as far as you are concerned it is done. By all means don't check to see if things are complete. That would require having customer service. But oh yes----- you don't. The casing was not replaced and 2 screens still don't fit. But I have had enough of dealing with this company. I will have another company come in and fix your mess. And then let every one know what kind of company this is. I have all correspondence saved and it will be public knowledge. 



    Sincerely,



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

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