ComplaintsforLandmark Home Solutions

• Initial Complaint

  21/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  12/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  18/01/2024

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

  Thank you

• Initial Complaint

  01/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  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 response

  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

  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

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  31/10/2023

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

  Customer response

  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

  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 response

  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 response

  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

  25/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  02/10/2023

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

  Customer response

  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

  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 response

  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

  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 response

  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

  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 response

  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

  18/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  28/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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 response

  02/10/2023

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

  

  Business response

  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 response

  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

  22/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  22/08/2023

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

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

  Thank you

• Initial Complaint

  14/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  14/08/2023

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

• Initial Complaint

  26/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

   

*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. ↩