Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/19/2022
Type: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.
My water heater was leaking due to negligence from Greenway Services in *******. The leak caused water damage to my ceiling, sofa, hardwood floor and rug. Greenway sent Landmark out to look at the damage on November 7, 2022. Landmark brought fans to dry the area where the leak was. The fans were here for 3 days. On Wednesday November 9, the Landmark employee told me someone would be in touch in the next day or two to schedule the repairs. By Tuesday, November 15 Landmark had not contacted me so I called them after searching online for a contact number. The Landmark employee pulled up my information, indicated she saw the notations regarding the issues. She took my name, phone number and my email address. She told me I'd get a call back with an update and more information. By Friday, November 18 Landmark still had not called me back. I called again, spoke with a different person who did the same thing, pulled up my address saw the notations and told me I'd get a call back. I'm still waiting. Meanwhile I have a hole in my ceiling from November 9 when the Landmark employees cut away the drywall and now Landmark doesn't want to finish the job. I only wanted SOMEONE to give me an update on when this would be completed so that I can make sure I'm available. Landmark is simply ignoring me and the jobs are incomplete with absolutely no indication from Landmark it will get done.
Business Response
Date: 11/29/2022
We apologize for the miscommunication and timing between our *** team and repair team. We are really busy with repairs but, I do know that we did contact on 11/19 and pictures were sent to us from homeowner. We then scheduled the repairs for after Thanksgiving. The repairs have been scheduled for 12/1 and will be completed.Customer Answer
Date: 11/30/2022
Complaint: 18438970
I am rejecting this response because:The information is not completely accurate. No one contacted me on 11/19. I was not contacted until 11/21 as I have the text and call log. I immediately responded as noted with pictures. I was not contacted again until a week later on 11/28 at which time the repairs to my ceiling were scheduled for Dec 1. I have not received any updates on my sofa which was soaked, my hardwood floor which has water damage, and my rug.
I do not consider this matter resolved yet. I do appreciate finally getting a response after trying for weeks.
Thanks,
**********************
Sincerely,
**********************Business Response
Date: 12/05/2022
Greenway needs to get with us on any other repairs? We were just told to address the ceiling. Please get with them, if they would like us to do anything to help, they will contact us. I will also let them know there are floors and a sofa damaged.Customer Answer
Date: 12/05/2022
Complaint: 18438970
I am rejecting this response because:Suddenly no one knows about my floor and sofa when it's been mentioned each time I've been in contact with Landmark and Greenway and I have text messages which prove that. Also, on November 7 when Landmark employees came to my home, I showed all three men the ceiling, the floor, and my sofa and one guy was writing it down for my claim as he told me. I contacted Greenway today, and again sent pics the same pics I sent to Landmark after their guys were here and saw the damage.
Sincerely,
**********************Business Response
Date: 12/13/2022
*******************,
Please understand that we are contracted by Greenway, we can only repair the damages that they approve ** to complete. We have let greenway know about the sofa and flooring concerns, also that you are making complaints on us that we have no control over. I did mention again to greenway that the floors and sofa need to be addressed. As soon as they authorize us to quote them for the repairs, we can then do so. Then once approved, we can address these.
Customer Answer
Date: 12/15/2022
Complaint: 18438970
I am rejecting this response because:I have a text from Greenway dated Nov 4 stating Landmark would arrive to my home and address the ceiling, floor and sofa. I also have an email dated Dec 13 that Landmark has been notified to complete repairs on my floor and ceiling. Greenway is the one telling me Landmark has been notified. I understand you are contracted by ********, what you don't seem to understand is that ******** (*************************** to be exact) is the person who told me on Nov 4 you were aware of my sofa and floor and again on Dec 13 (two days ago) he emailed me that Landmark had been notified about my sofa and floor. So something is not adding up here. I was informed on Nov 4 Landmark knew about the floor and sofa and again on Dec 13. I have not heard from anyone at Landmark.
Business Response
Date: 12/28/2022
******************,
We have spoken with ****** at ******** and he is going to handle the remaining floor and sofa repairs. We are no longer involved in these repairs.
Please reach out to him with any further questions.
Thank you,
Customer Answer
Date: 01/04/2023
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,
**********************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.