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:26/07/2023

  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