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:26/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 new windows from Landmark Home Solutions in March of 2013. The labour and materials came with a lifetime warranty. One cranking handle has broken away and I can no longer open the window. I have tried repeatedly to contact Landmark via phone, leaving at least 3 unanswered voice mails, and an emailed notification to "*******@****************com" on May 12th which to date has also gone unanswered. I merely wish Landmark Home Solutions to honour their agreement with me and repair/replace the opening mechanism on the window their workman installed.

• Initial Complaint

  Date:21/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a window and patio door replacement using my local ****** October 2023. ****** tells it's consumers that they vet the contractor and have done the homework to guarantee high quality. After initial install we have had 3 visits back, 2 of them in the spring of 2024. Installation quality was poor and after inspection they sent back a service person to "correct" the issues. These were poorly done band aids. Here we are February of 2025 and my primary window now has severe condensation between the panes (was told this wouldn't happen). An inspector came out and informed us that not only were the windows poorly installed, but that the had not been weather sealed and had been leaking into our home for nearly 2 years. They told us it could be fixed, they would have some back out with in 3 weeks to fix it. It is May 21, 2025 and not only have we not heard from them , no one is answering any of the Landmark phone numbers, or returning emails for service. I want my windows fixed, and I want compensation for any potential damage to the framing of my home for 2 years of leaking. Don't care if it is Landmark that pays it, or ****** that pays. I have also started a complaint with ****** as well.

• Initial Complaint

  Date:21/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 started this process in Sept. 2023 and I have emailed many times and had service people here four times in that length of time. I was going to have my window replaced and it didn't work so they were supposed to come back to fix the window and they were supposed to put a rush on it a month ago. I have emailed them and tried to contact them and no response, I get failure to deliver. My order number is ****** and I have a full warranty on the window for life.
  
  I would like for them to come back and finish installing my window.

• Initial Complaint

  Date:20/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Front Door purchased on Feb 11th, 2020; From Landmark Home Solutions; the handle on the door keeps discolouring; The Landmark lifetime warranty which they gave to me as a document; The door handle was replaced last year however there are two handle; the person that came only had one handle and said they would return to complete the repair. That never happened.
  
  I file another service request on Mar 29th, 2025 and also sent an email on the same date. We have tried calling and no one is returning our call. In the past we dealt with a woman by the first name of *******.
  
  The sales person was **** **** ************; *****@***************.com.
  
  I dealt with I think the service manager *** ******** ************; just after installation of the windows as there were issues with the handles. I called and left a message for him today. But I am tired of having to do this every two years and they take forever to respond.

• Initial Complaint

  Date:20/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been calling since March 4th (several times, several voicemails, various extensions) regarding to a warranty issue of a broken seal on one of the windows we inherited when we purchased our home. Completed the warranty transfer online as instructed when we acquired the house. When I called about this warranty transfer I was informed on Mar 26th by **** ***** the warranty transfer part of the website didn't work. I provided a screen shot from my files it was completed. Also, completed a service request, to be informed by ****** **** that they were having issues with this part of their website. I did received a job# from ****** ** (she returned my call due to leaving a message on her ext. This occurred on Mar 26/25 & that is all she could do for me). So, I started calling again-leaving messages on several extensions requesting a return call. Then, I spoke to **** ***** on Mar 26/25 (after my chat w ****** & she was who informed me that the warranty part on the site didnt work). I gave her all my information, provided the assigned Job #, emailed all my documents as she requested & she will get back to me. A month passed. No call. I called & emailed **** Apr 9th. NOTHING! Called several times, left voicemails on various extensions. On Apr 24, I connected with ****** ****. She informed me none of the information I gave to **** was recorded. I provided all my info & emailed my documents. ****** verified she rec'd them. ****** said she will call me the very next day. I asked "will you?" Response "Yes!" My phone is always with me. But NO CALL! On May 2/25 called ****** & left a message. It is May 12/25, I have not heard from ****, ****** or anyone at Landmark Home Solutions. I emailed several times, called every extension, left messages to make sure that no one at this company cannot say they did not hear from me. Presently, when calling the company's phone# a recording answers directing to leave a message. Messages left-NO Return call.

• Initial Complaint

  Date:08/05/2025

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Signed customer agreement May 6, 2024.
  Gave cheque as down payment for $3929.68 which was cashed by Landmark.
  ****** ****** was the salesman and signatory on agreement.
  Work was promised to be done in about 12 weeks.
  A later email to Mr. ****** stated "we’re making you a custom sidelite at no extra charge".
  Several further emails to Mr. ****** were ignored.
  No further correspondence received from anyone at Landmark.
  No 'phone calls to Landmark were possible. No-one answers calls.

• Initial Complaint

  Date:31/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 05/02/2025

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

  Thank you

  Landmark

  Customer Answer

  Date: 12/02/2025

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

  Business Response

  Date: 13/02/2025

  Good Morning ******.

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

  Landmark

• Initial Complaint

  Date:21/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 05/02/2025

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

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

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 12/12/2024

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

  Customer Answer

  Date: 17/12/2024

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

  Business Response

  Date: 08/01/2025

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

  Thank you.

  Customer Answer

  Date: 08/01/2025

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

  Business Response

  Date: 05/02/2025

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

  Thank you

   

  Customer Answer

  Date: 05/02/2025

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

  Business Response

  Date: 13/02/2025

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

  Thank you

  Landmark

  Customer Answer

  Date: 16/02/2025

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

  Business Response

  Date: 20/03/2025

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

  Customer Answer

  Date: 20/03/2025

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

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

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

  Thank you.

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

  Business Response

  Date: 27/03/2025

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

  Many thanks.

  Landmark.

  Customer Answer

  Date: 03/04/2025

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

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

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

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/01/2025

  Good Morning and Happy New Year!

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

  Thank you

  Landmark