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:31/10/2024

  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 have been waiting on a warranty claim ****** window glass replacement from Landmark windows since may 10/24 .
  5 months now. New excuse every month. Now they say they had to reorder again and it will be Dec /24
  Mark originally told me the window would be 2 weeks and that was 5months ago.
  **** ******* **** *** **** ***** ******** ******* ** ******** ******

  Business Response

  Date: 12/11/2024

  Good Morning.
  While we understand your desire to have this done, as
  explained, we had an issue with the thickness of the glass and as a result it
  had to be reordered once again.  How this
  translates into we do not care about our customer service or warranty I can’t
  comprehend.
  
  Additionally, you were offered a date of December 2 for a
  return to which you responded: “You show up when you think you have it”    
  
  We very much look forward to completing this for you and per your request, we will be in touch when we have it!
  Landmark 

  Customer Answer

  Date: 12/11/2024

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We will see on that date. But after that I am finished. I will replace with another company

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

• Initial Complaint

  Date:29/10/2024

  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.

  The process of getting Landmark to complete the repair work on our windows has been very frustrating. We were initially informed that the repairs would be rescheduled for spring 2024. However, by late May, we hadn't received any communication from Landmark, so we reached out by email but received no response. We followed up again in June with the same result. In July, we reached out and Landmark finally responded, but only to say that they would contact us once the materials were ready.
  
  By the end of August, with no further updates, we emailed again. Landmark then responded and scheduled the work for September 30. However, on September 25, Landmark informed us that the parts wouldn’t be ready, and they would notify us once they were. As of now, we have still not heard anything further from Landmark regarding when the repairs will be completed.
  
  I understand that delays can happen, but it's hard to make sense of how they can continue to experience ongoing delays due to parts or materials issues. At this point, it feels like they’re making excuses with no real intention of coming to fix the windows. Their lack of any communication with us **** **** ** *** ***********.
  
  Winter will be here soon, and all we want are our windows to be fixed before then.

  Business Response

  Date: 07/01/2025

  Good Morning and Happy New Year.

  Our most sincere apologies for the delay.  We are just in the process of returning from holiday shutdown and I have forwarded your information to our service department.

  Thank you.

  Landmark

• Initial Complaint

  Date:10/09/2024

  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.

  I did not contact this company and they have been calling everyday! Not once a week, EVERY day. When I pick up to tell them to stop calling there is no one on the line. When they leave a voicemail there is not message. STOP CALLING.
  I don't know how they got my number ***** **** ****** *********** **** ******* *** **** ** ***********

  Business Response

  Date: 10/09/2024

  We most certainly apologize our phone calls have been
  overwhelming for you and we have added your number to our no call list.
  All the best.
  Landmark
  

• Initial Complaint

  Date:19/07/2024

  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.

  On May 12, 2014 Landmark Home Solutions installed a bay window and two other windows on our property at ** ******* **** ***** ** ** ****** *** *** . We paid $4096.00 for the project backed by a Lifetime Warranty from Landmark. Ref # ******.
  Recently-two months ago- we advised Landmark that a piece of the hardware, namely the left handle and accessories /mechanism was not working properly. They sent a technician on July 2 , 2024 to have a look at the problem but he was unable to fi it. He did not have the spare part. I followed up after 15 days on July 17. No response.

  Business Response

  Date: 01/08/2024

  Hello and our most sincere apologies.  I have forwarded your information to our service department and we will have  someone be in touch 100%!

  Thank you.

  Landmark

  Customer Answer

  Date: 06/08/2024

  
  
  Thank you for advising me on the response of Landmark Windows and Doors.
  After many unsuccessful email exchanges with this Company, I decided to contact another 
  Company, ****** ******* *** ***** * *** *** ****** *** **** ** **** *** ***** * ******* ***** ******* ** *** ****** ** * *******
  
  I want Landmark to refund me this amount in order to close the complaint once and for all.
  
  Sincerely
  
  ******* ********

  Business Response

  Date: 06/08/2024

  After looking into this matter further, Landmark did send a
  technician out to the residence on July 2, 2024
  Landmark’s service tech submitted a report of what was
  required in terms of the part needed.  Unfortunately,
  at that time we were out of stock, however a new shipment recently arrived and
  were looking to reach out the homeowner to schedule a date. As advised by the
  homeowner, they however elected to bring another company in, to complete the
  service.
  
  While we can understand the timeline to resolve this issue
  was longer then desired, we were and always are fully committed to standing
  behind and honoring our warranty coverage. 
  Furthermore, under no circumstance will Landmark Home Solutions refund
  this homeowner for choosing to bring in an outside company to perform the
  repair.

  Thank you

  Customer Answer

  Date: 12/08/2024

  I am rejecting this response because: It's all ****, passing the buck from their technician to their Service Department. *** ******** **** ******** ** *** ***** *** ***** ** ** ******* ***

  **** ** * ********* *******. I was not going to wait that long to close this issue. They nev er told me to wait a little longer for the part. **** ******** * ******* ** *** ******* ***** **** *** ****** **
  
  ***** *** ******** *** *** **** **** ******** ** **** ***
  
  **********
  
  
  
  ******* ********

  Business Response

  Date: 06/09/2024

  Landmark dispatched a technician to the home; however, our
  technician did not have with him the required component.  Since 2014 we changed our design and
  components on our windows and no longer had in stock the required piece and it
  therefore had to be ordered. 

  As
  indicated by this homeowner however, they had already sought out through a
  different company getting their window repaired.  Therefore, there is and was no need to follow
  up with this customer as they had their issue resolved.
  
  Additionally, while we apologize that some time was required
  for us to order in the correct component, it in know way means we weren’t more
  then happy to service them.  However,
  they felt waiting was not an option and as stated, outsourced the repair.  That was a choice they made, and Landmark
  will not be covering that cost.
  
  Thank you

• Initial Complaint

  Date:17/04/2024

  Type:Customer Service 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 purchase windows and doors April 23-22 with promise to install late summer
  Install all but front damaged door in Nov 30- 22 with promise to have front door repaired within 3 weeks.
  April 2023 finally had front door installed with a refund as we had to settle for damaged frame
  During this time **** Landmarks Salesman spoke about rebates and even recommend ******* to do the audit. I have proof of this recommendation, He also spoke with us telling us he had to change the rating of the windows and doors so we would qualify for the Greener homes Grant.
  I booked my post audit and have been informed that my doors do not qualify and need "ER, Ufactor and NT Reference #"
  I have tried numerous times to get this proper information from Landmark with little success.

  Business Response

  Date: 18/04/2024

  Good Morning Ms. **********,
  While I apologize that you are unhappy with your experience with
  Landmark, I am at a loss as to the merit of your complaint.  The contract which you signed, clearly stated
  No Government Rebate on it.  Why you are
  now upset with us that your products do not qualify is highly confusing.
  
  We fulfilled the terms of your contract to a tee, including
  the sale of product(s) that do not qualify for the grant, again as clearly
  stated on your order.
  Sincerely,
  Landmark

  Customer Answer

  Date: 18/04/2024

  
  
  I am rejecting this response because:

  I have ******** a screenshot of a text message from my saleman from Landmark sending me to ******* to do a preassessment for rebates. 

  **** * **** * ******* ***** ****** *** ***** ********* sitting at our Kitchen table with **** Landmarks Salesman pointing out that that was a mistake on the form about no gov rebates and he was changing order to meet rebate qualifications to get these rebates. He actually said he had to put a lesser quality window in because the ones we first picked out wouldn't qualify for these rebates.

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

  Business Response

  Date: 25/04/2024

  Hello Ms. *********.
  As stated prior we at Landmark Home Solutions fulfilled exactly
  what your contract called for and as mentioned prior, your contract clearly stated
  no government rebate.  If additional
  conversations took place between yourself and your representative, that then speak
  to the contrary, I wish you would have advised that sooner.  Simply put, I don’t know what I don’t know.
  
  We will happily take a look at your text messages and
  investigate this further for you.  Should
  you also have any additional supporting documentation, please then forward it
  directly to myself.
  
  Regards,
  *****
  **************************

   

  Customer Answer

  Date: 26/04/2024

  I am rejecting this response because:

  this doesn't complete any of my concerns.

  i have ******** the schreenshot of your salesman text

   why would he send me to ******* for an assessment if we were not going through with the rebates.

  I have asked many time for the spec of the windows and doors and keep getting pics of the size and style but not specs?Why?

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

  Business Response

  Date: 23/09/2024

  These valued customers contract clearly states in writing, “no
  Gov rebate”.  We at Landmark Home
  Solutions fulfilled what the contract indicated. If at anytime, communication exchanges took
  place “outside” the terms of the agreement/contract, we were never advised, nor
  did we ever receive anything in writing advising Landmark Home Solutions to do so.  

  Landmark Home Solutions offers several different types of
  glass packages to our consumers.  In
  order to supply a product for the Government rebate qualifications, the glass utilized in this order would have had to been altered, but so would the price. 

  
  Thank you
  Landmark Home Solutions

  Customer Answer

  Date: 24/09/2024

  
  I am rejecting this response because: 

  When sales guy **** had returned we did proper upgrades with a price increase to match the rebates.

  No just that when you sent someone to fix front door I was told I would be recieving touch up paint and still havent recieved.
  
  
  
  Sincerely,
  
  
  
  **** *********

  Business Response

  Date: 08/01/2025

  Landmark Home Solutions fulfilled is committed to customer satisfaction and upon a full review we believe we fulfilled all terms of the contract.

  Thank you

• Initial Complaint

  Date:12/04/2024

  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 #****** SERVICE REQUEST
  first called for warranty work 13 feb 23, sliding door will not open
  got an appointment booked for a service call 12 March. told us need to order parts and would be back in this area in 2 weeks. Its now april 10th, its been 2 moths to fix a door and 1 window
  I have emailed several times keeping being told parts have been ordered. they re door and window should they not have the parts on hand ( its a roller for a patio sliding door)
  I have tried calling the company all numbers go to Vm with no-one returning any calls.
  *** ** *** ********** ** *** **** ** **** * **** *** *** ** **** ******* ********* *** ******** ******. I just want me door fixed in a timely manner, I don't think 2 months to have a door fixed is reasonable.

  Business Response

  Date: 15/04/2024

  Our most apologies for the extended timelines and wait.  Unfortunately, we are experiencing supply chain issues but
  will be in touch the moment the required parts arrive.

   

  Thank you.

  Landmark

  Customer Answer

  Date: 26/04/2024

  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. Im not really satisfied , they say this on every thing, it should not have taken 3 months to fix a door and window from a company that supplies doors and windows. This tells me they could not do any work because of supply issues for 3 months!!, how does a business survive. Their custom service and warranty work is so poorly handled you can not call the company no one answers the phone, ** * ***** ** ** ***** * ***** **** *** **** **** **** **** ******** **** ****** *** ** ****** ***** ***. This is not the first time I had to get them back for warranty work and same issue every-time, months to get work done.  The windows at least my kitchen one is all ways cold, I don't think it has the insulation power it once had. I hope this company stands behind their products and handles service calls better in the future. 
  
  
  
  Sincerely,
  
  
  ********* ****

• 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