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:18/09/2023

  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.

  The previous homeowners purchased their windows through Landmark with a warranty. We signed the warranty over to ourselves when we bought the house. We reached out in March 2023 to replace one of the windows. In May 2023 they came to measure the window. Since then, we have not heard from the service department, nor have we been able to get in touch with anyone via email or phone. I have left numerous messages and I have left numerous voicemails and the window still is nowhere nearer to being replaced. I just want a replacement window before the winter comes.

  Business Response

  Date: 25/09/2023

  Hi Jennifer,

  Most sincere apologies.  Please send an email with your contact details to: ****@***************.com and we would be more then happy to assist you!

  All the best,

  Landmark

• Initial Complaint

  Date:28/08/2023

  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.

  We had 10 windows and 1 door replaced. There are issues with most of the windows and the door with most needing repair or reinstalled. We have tried contacting this company through email and by phone with no luck. The account has been paid in full. We were also not aware that there would be a lean placed on house when the purchase was made until we went to pay it off. We would like the lean to be removed.

  Business Response

  Date: 31/08/2023

  Good Afternoon,
  Our most sincere apologies with respect to not getting back in touch with you and I have forwarded your information to our service department.  We will have someone reach out no later then late next week.
  

  With respect to the lean on your home, it was stated in the financing agreement that you signed that a lean would be in place.  Additionally, the financing agreement you signed, stated it was with ****** Financing and NOT Landmark Home Solutions.  Unfortuantley, due to this, their is nothing Landmark can do to help you in this matter.

  Should you wish to look in to it further, you will have to reach out to ****** themselves.

  All the best,

  Landmark

  Customer Answer

  Date: 31/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  We have heard this already. Until contact has been made and repairs are done, we do not want to close this file. 
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 13/09/2023

  We completely understand and respect your concerns with regards to the "file being closed"  We are working as fast as we can and will be in touch very shortly to schedule a site visit for you.

  Thank you.

  Landmark

  Customer Answer

  Date: 14/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: issues have not been resolved. No scheduled time as of yet to view problems. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Customer Answer

  Date: 02/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: no contact has been made and issues are not resolved. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 15/11/2023

  I see we were on site  October 25 and do understand all concerns have been looked after.  Should you still have any additional concerns, please do not hesitate to contact us at anytime.

  Landmark :)

   

  Customer Answer

  Date: 15/11/2023

  
  
  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:22/08/2023

  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.

  Installation of front door is poor at best. The door blows open and leaks when it rains. This warranty issue has been on going since original installation. I purchased the house one year ago and have been trying to resolve these issues from first day of purchasing this home. There has been two representatives come to to house and assess the problem and informed me that they would return and repair. No contact since.

  Business Response

  Date: 22/08/2023

  Hi Mr. *********,

  Our most sincere apologies and we will have our service department reach out.

  Thank you

• Initial Complaint

  Date:14/08/2023

  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.

  The company Landmark Home Solutions has no concept of what Customer Service
  means.
  In May 2022 we had a significant installation of windows and doors by this company.
  In October we had one triple window set show a broken seal. We called and left a message regarding this issue requesting a replacement. In November we repeated this process. Again in January, May, April, June and July I reported this issue and requested customer service. In April I emailed the original sales rep noted above who said he put me in queue for an appointment for someone to come to our home, measure and access the issue in May. Again, no reply, response, follow up etc.
  
  Calls to this company fall into message machines only. At no time did I actually reach a live person regardless of the number of calls nor the extensions dialled. Where is everyone? ** **** **** ****** ********* **** * ****** Honestly, what more is a customer expected to do to get service?
  I will never enter into an agreement/contract with this company again. Nor would I recommend them to anyone.
  
  Still waiting for a replacement!
  Margaret Lancelotte
  
  *** ****** ******** ****** **** **** ** ****

  Business Response

  Date: 14/08/2023

  Our most sincere apologies for any and all delays and we will have our service department reach out.

• Initial Complaint

  Date:26/07/2023

  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.

  Purchased windows and doors in February of 2013. Had issues with trying to get service on my windows as I do have a LIFETIME WARRANTY. However, the business claims that they don't have any records past 7 years, so I sent a copy of my Service Agreement and the response on that was do you have proof of warranty. WHAT, ARE YOU KIDDING ME, I HAVE THE ORIGINAL CONTRACT. No response after that.
  Useless tools this company is.
  Thanks ***** **

  Business Response

  Date: 31/07/2023

  I see that you originally inquired about service back in 2022 at which time we made numerous attempts and left numerous messages requesting you to contact us over a 2 month period.

  Due to inactivity/lack of response, your file was then closed.  Most sincere apologies if this is not the case and we then encourage you to please go online at www.landmarkquality.com and click on our service tab.

  As for your warranty, yes you have warranty coverage and asking if you have a copy of your warranty is simply standard protocol.

  Thank you,

  Landmark

   

• Initial Complaint

  Date:13/07/2023

  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.

  Transaction Date contract customer agreement signed 03/06/21 with *** ** (area rep).
  Financed $32,724.80 for window and door installation (includes screens).
  Company Installed windows September 22, 2021. Was advised by installer (*****) that they screen will be delivered separately.
  Called November 2, 2021 to advise that the screens were not provided and that there is a big draft coming through the garden door tripping my furnace to turn on. Door does not seal and light, wind, rain and snow pushes through the cracks.
  Sent messages Jan 15, 2022. Sent out the installer team and they said it a manufacturing issue. Sent out a guy to look and he submitted a claim and took pictures. Had to put plastic up over the door because it leaks water, built up snow against the door.
  Followed up several times via email and finally a new service rep was willing to assist – contacted by ******** *. September 28th, 2022 to have someone come take a look. It was the same service guy that provided the same results. Took pictures and left. No follow up from Landmark.
  Followed up / email exchange October 3, 2022, October 4, 2022,
  Same service guy came to the house and took picture Nov 7, 2022 and would be advised on next steps. No resolution and no screens were provided.
  Followed up again July 11 for information on the screens and service for the garden door.
  Tracking number ******

  Business Response

  Date: 28/07/2023

  Good Afternoon ******,

  My apologies as I am not up to date on this account but I will look in to this personally and 

  1) Get to the bottom of this

  2) Get this resolved for you.

  Thank you,

  Landmark

  Customer Answer

  Date: 03/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this is the same response I have been given repeatedly prior to contacting the BBB. I already have a claim number and haven’t had a proper resolution.  
  

  I have requested the door be replaced and was told this is not an option. It has caused more issues than had I just kept the old door.  If you look at the initial quote, this door was an up sell and the last item I added to the work order. If there is no intention of fixing it, then please remove the cost from my bill and I’ll gladly have the door replaced on my end. 
  

  I would appreciate a clear plan of action and way forward in the matter to resolve the claim that has been under review for 2 years now.

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

  Business Response

  Date: 14/08/2023

  Good afternoon and thank you for bringing your concerns to my attention.  I will look in to this matter and be in touch.

  Customer Answer

  Date: 26/10/2023

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

  I have not heard from the company to rectify this issue.

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

  Business Response

  Date: 31/10/2023

  Our service department will be in touch shortly!

  Thank you

  Customer Answer

  Date: 01/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it is the same response I keep getting. Left several messages last week with the company and not one call was returned. 

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

  Business Response

  Date: 15/11/2023

  Good Morning,

  Our most sincere apologies for any delays but I do see you are in our cue and should be contacted shortly.

  Thank you,

  Landmark :)

   

  Customer Answer

  Date: 18/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it is the same promise I’ve been hearing for several years. I want to see action and know what my options are. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 30/11/2023

  Again, Our most sincere apologies for any delays but I do see you are in our cue and should be contacted shortly.
  Thank you,
  Landmark :

  Customer Answer

  Date: 05/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I’ve been in the queue for three years- it seems a bit excessive. Another winter has arrived and I’m still dealing with the same issue of a poorly installed garden door and no screens on my basement windows.

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

  Business Response

  Date: 07/12/2023

  I apologize for the recent delay in service. Our service coordinator was unexpectedly unwell, but I'm pleased to inform you that she has now returned. I have personally contacted her, and you can anticipate communication from her shortly.
  Thank you for your understanding
  

  Customer Answer

  Date: 07/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this hasn’t been a recent claim, it has been in the queue for awhile now so I’m not sure how a recent sickness has any bearing on the lack of customer service over all during this experience. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 15/12/2023

  Good Morning,
  As you are aware, we recently received additional pictures
  from you regarding the service concerns – thank you.  They are being evaluated and we will be in touch.
  Landmark

   

  Customer Answer

  Date: 18/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: yes I have been contacted and provided pictures again. Still waiting on a way forward from the operations team. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 18/01/2024

  Sorry for the delay, the PM assigned to your file is off with COVID but due to return next week and will be in touch.

  Thank you

  Customer Answer

  Date: 18/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was promised i was promised contact in the new year with no contact. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 29/01/2024

  Good Afternoon,

  I have made our service department aware that you have yet to hear back from them.  Apologies and thank you for your patience.

  Customer Answer

  Date: 01/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I’m still on hold. To no results to date. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 15/03/2024

  I will look in to this right away and get to the bottom of it!

  Thank you.

   

  Customer Answer

  Date: 15/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was promised to be co reacted after Christmas. This response is not acceptable. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 01/04/2024

  Good Morning,

  Our production department met with respect to your account this past Thursday, March 28 and our Operations Manager will reach out to you this week.

  Thank you.

  Landmark

  Customer Answer

  Date: 21/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Landmark has not resolved my issues. I’ve been without screens since sept 2021. They are part of the package and there is no excuse why I haven’t received them. The installer promised they would be delivered the following week.  I haven’t been able to open the windows as a result.
  

  also, defect with the garden door. Not effective door, leaks and allows cold air into the house. Three winters it has affected my heat bill. It’s worse than the door that as replaced. 
  

  four visits from the company, and they each blame the other. It’s a manufacturing defect. No it’s an installer problem … just fix it already. 
  

  zero response from the company and follow up. No body answers their phones or returns messages. Very unprofessional. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 07/01/2025

  Good Morning and Happy New Year!  

  Our most sincere apologies on the delay.  We are just returning from holiday shutdown and I have forwarded your information and concerns to our service department for follow up.

  Many thanks.

  Landmark

  Customer Answer

  Date: 21/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: still no response from company. I have updated a video of the noise the door makes on windy days. It sounds like someone is drilling into the side of my house. 
  

  when will the company take responsibility? It’s been going on for way too long. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 29/01/2025

  Good Morning.

  We met to further discuss your account yesterday as we are trying to solution your issues and will be in touch shortly.

  Thank you

  Customer Answer

  Date: 30/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: no solution has come to fruition since 2023  

  I would like the company to contact me with the solution they come up with  

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

  Business Response

  Date: 13/02/2025

  Good Morning Rebecca.

  We are very aware regarding your account and we are looking to this and will be in touch very shortly.

  Thank you

  Landmark

  Customer Answer

  Date: 13/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: same messaging I have been getting for 3 years now. Until the problem is rectified, I will not accept this promise from the vendor. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 20/03/2025

  Good Afternoon and our most sincere apologies that it has
  taken as long as it has to try and get your account serviced.  With that said, we met with our operations
  manager today to review your account, and it is felt that the best course of
  action will be for us to remake the door entirely for you.
  
  We will reach out to you shortly to confirm the details.
  
  Thank you.
  Landmark

  Customer Answer

  Date: 20/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: no action has been taken to rectify the situation. I’ve been promised that meetings with the operations team have previously occurred with no action from the company. 
  

  there was also no mention of the missing screens for the basement bay window. Those will need to provided as well. That portion the installation has never been completed. I’ve been waiting for screens since November 2021. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:31/05/2023

  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 our windows October 2021 from Landmark with the promise of quality product and lifetime warranty on the windows. Landmark installed the windows in March 2022. We noticed that the window was leaking whenever it rained during the spring/April of 2023 (April 17 - emailed company). Company's hired contractor came out to check the window a few days later (***** ********) and determined it was not an installation issue but a defect in the window itself and would need to be replaced - contractor sent photos of the defect to the company. Emailed the company multiple times after April 17 with only 1 response promising an update and then zero responses for over a month and a half. Called and left voicemails multiple times (******** ** **** ** *** *** ** **** **** ****** **** *****). Informed the company that the leaking window is causing black mold on the frame and likely within our wall now and zero response. Asked for communication and updates and zero response. The window is still leaking and you can now see mold forming. We have left 5 voicemails and more than 5 emails have been sent asking for some form of communication or update and have received neither and zero responses via phone or email.

  Business Response

  Date: 06/06/2023

  Mr. & Mrs ****,

  Certainly their is no excuse for any lack of communication on our part and for that we certainly apologize.  The ETA on your part(s) is June 20.  As soon as we have the requirements we will be in touch to schedule. 

  Thank you for your patience and understanding.

  Landmark

• Initial Complaint

  Date:30/08/2022

  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.

  We have been trying to get two faulty doors replaced that were still under warranty for over a year now. Not only has this company been unresponsive to dozens and dozens of emails and voice messages over the past year, they have been completely dishonest promising things will get resolved and setting up multiple service calls since December 2021, only to keep cancelling and avoiding any kind of accountability. It's hard to wrap my head around how any company operates like this.

  Business Response

  Date: 12/09/2022

  Good Morning ****,

  Our records indicate that your service was completed in June of 2022.  if this is not correct, please email me directly at ******@***************.com and I will personally ensure I reach out to our service department.

  Our goal is always 100% satisfaction and you have my most sincere apologies if we have fallen short in this area.

  Most Sincerely,

  Jason

  Customer Answer

  Date: 13/09/2022

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

  This is not true. We have had no contact with this company since Dec of last year. There has been no response to multiple emails and no attempt to resolve our complaints. Their statement that any attempt to resolve this is completely false. 
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 19/09/2022

  Good Morning,

  Our most sincere apologoies for any confusion with respect to your service being handled.  We recently overhauled our service department including some of
  the staff which may have contributed to the confusion.  With that said, I do see we have you scheduled
  for October 4, 2022 and we look forward to serving you.
  
  Thank you once again.
  Landmark

  Business Response

  Date: 11/10/2022

  Good Morning ****,

  Apologies for the delay as I have been away.  I will however look in to this matter immediatley and ensure you are contacted ASAP.

   

  Regards,

  Landmark

  Customer Answer

  Date: 11/10/2022

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

  We had a tech come out on Oct 5 to look at our doors. He is recommending replacement of 4 faulty glass panels. We are just waiting on a response from Landmark regarding next steps and timing to arrange replacement. 
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 20/10/2022

  Good Morning,

  As it stand we have parts on order and are working towards a return date of November 24th.  As we get closer and have a solid ETA we will certainly reach out to you.

  Thank you so much!

  Customer Answer

  Date: 26/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: waiting for part arrival and replacement of defective parts scheduled for Nov 24. I’m hopeful this will happen. Will provide an update at that time. 
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 09/11/2022

  As discussed, we have you scheduled for November 24th and look forward to looking after you with our most sincere apologies for any and all delays.

  Landmark

  Customer Answer

  Date: 09/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: waiting for appointment Nov 24 to replace faulty window panes. Assuming appointment is fulfilled we look forward to closing this matter. Will update file response at that time. 
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 10/11/2022

  We look forward to our scheduled visit on November 24 and appreciate your understanding.

  Customer Answer

  Date: 15/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  waiting to see if the issue is fixed at the appointment on Nov 24. Will provide an update at that time. 
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 17/11/2022

  While we here at Landmark do alll we can to ensure complete satisfaction, we are unsure on how or why wwe are to keep responding to the exact same customer concern.  Again, as it stands we have a service visit scheduled November 24 and look forward to providing the best service we can.

   

  Regards,

  Landmark

  Customer Answer

  Date: 30/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: service call was scheduled for Nov 24 and was once again rescheduled. The individual who reached out to us to reschedule noted that they are still waiting for the needed parts to arrive. This has now been ongoing for over a year and a half with no resolution.  We will be more than happy to close this claim once the issue is actually addressed. 
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 05/12/2022

  The required items for this valued customers service have been ordered and we look forward to reaching out and booking an install date as soon as they arrive!

  Landmark :)

   

  Customer Answer

  Date: 12/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: still waiting for the issue to be resolved. Service call was booked for Nov 24 and once again cancelled. We are now being told the part is expected mid January. We will keep this complaint open until than. Will provide an update at that time.  
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 21/12/2022

  As stated prior, we look forward to servicing this valued client on there scheduled service date.

  All the best.

  Landmark Home Solutions

  Business Response

  Date: 19/01/2023

  We here at Landmark certainly appreciate the frustration and
  appreciate the patience.  We are still waiting
  for the correct items required from our supplier.  Unfortunately, our hands are currently tied
  in this matter as timelines are being experienced longer then normal.
  
  As soon as the required parts arrive, we will immediately be
  in touch to schedule.

  Customer Answer

  Date: 20/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the issue has not been resolved. We received an email in June 2021 after our initial issue was filed with ******’s service department that the faulty parts were in and ready for a service call to be booked to replace. Since then we’ve been given the complete run around with service calls being booked, cancelled and no shows numerous times over the past 2 years. In September of this year we were told that the parts that were supposedly ready to be installed were no where to be found in their warehouse. I can appreciate that there has been supposedly some turnover which has led to some confusion in ******’s service department but this not being addressed after 2 years is far from acceptable. We are now in contact with Courtney A.and Caitlin A. the Service Coordinator with this company who have committed to making this right but we are still waiting to see if there is actual follow through. I would ask that the company provide the communication they have had with the supplier that indicates when the parts are expected to arrive.
   
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 27/01/2023

  Unfortunately, no.  We
  can not “publish” communication with a 3rd party supplier.  Again, the part(s) is on order and when it
  arrives the customer will be contacted.
  Regards,
  Landmark

  Customer Answer

  Date: 10/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: we are still waiting for the repairs to occur but we have been told the parts are in which is fabulous news. A service call has been booked for Feb 16. Will provide an update at that time but am hoping we can close this complaint at that time. 
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 16/02/2023

  We also look forward to coming out on the 16th.  You have been very patient.  Thank you ****!

  Customer Answer

  Date: 17/02/2023

  
  
  Better Business Bureau:
  
  
  Yesterday, Feb 16 a service tech came and repaired the two faulty doors in our original complaint. We are very relieved after two plus years to finally have this resolved. There were two specific employees that were an integral part in resolving this issue on our behalf, Caitlan A. the Service Administrator, and Nalvin A. the Service Tech that went above and beyond to make sure our issues were finally resolved to our satisfaction. We are very thankful for the time and care they took after years of the issue being mishandled. We appreciate your support in resolving this issue. 
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:15/08/2022

  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 started our work date of installing new windows and doors at our home at the end of May '22. The work took a few days of unorganized construction and after a few outstanding items they requested payment in full and promised service the next day. My back door patio would not lock for months, no trim up on the windows, cocking looked like a bad nail polish paint job. After numerous calls, emails and even a service call the job has yet to be finished. We have tried management, even our sales guy and yet no service. We spent $25,000 on a complete botch job and are only asking for the job to be fixed and some consideration given our patience the last 3 months.

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 6, 2022/08/24) */
  Good Morning *******,
  We here at Landmark take our customer concerns with the highest regard and most certainly apologize for the delay in getting back out to rectify any deficiencies. I do so however we are scheduled to return on August 30 in order to ascertain the correct solutions and we look forward to working hard in order to ensure your satisfaction.