ComplaintsforLandMark Exteriors, Inc.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired company to replace front storm door and back patio slider. Installation completed 8/2023 and payment in full required upon installation. Slider door handle is damaged. Slider door squeaks when closing. Slider screen doesnt run on track. Slider screen doesnt fully close. Screen on slider is coming out of frame. Front storm door is missing a part so that door does not function properly. Front storm door doesnt hang straight so paint on frame has been scratched off. Numerous communications with company about getting a service call and repairs have been ignored or have been responded that someone will be in touch, but no one ever is. I have contacted sales, office manager, customer contact, service department, owners. All have ignored inquiries.Cost was $6900.

  

  Business response

  10/13/2023

  This review/complaint is quite unfair and inaccurate. Our sales rep **** and out service tech **** have been to her residence multiple times to address her concerns. Immediately after **** visited and performed an assessment, parts were placed on order. **** made the customer aware of this. The doors are operational and there is no security concern. The parts for the initial service are arriving next week but we are waiting for a screen that wasn't brought to our attention until after the fact. We are in communication so I am very confused to by this complaint. 

  Customer response

  10/17/2023

  Complaint: 20720316
  
  I am rejecting this response because:

  In its response, the company stated that, [o]ur sales rep **** and out service tech **** have been to her residence multiple times to address her concerns.  They also stated,Immediately after **** visited and performed an assessment, parts were placed on order.  To my knowledge, this is untrue.  I have no idea who **** is and have never had him at my home. This is the first I have ever heard his name. 

  There was only one post-installation visit to my, which was by ************, the Sales Rep with whom I worked when I purchased the doors, to view the problems.  ***********s response that a person named **** was at my home and/or communicated with me are false.  There were not multiple visits and there have been no visits by a person named ********* No one has addressed my concerns with me other than when **** came to my house as detailed in 2nd bullet point below for 8/9/2023.
  

  The issue is not whether the doors are operational or reflect a security concern.  I paid almost $7,000 for doors that are damaged, missing parts, do not open properly, do not close properly,do not slide properly, squeak, and continue to fall apart (screen).

  Other than being told parts are on order on 9/8/2023 (a month after my initial contact and over a month ago from now), I have been given no information.  The response here from the company is the first I have heard that parts are expected next week.  *********** has not been in communication in spite of my repeated attempts to get information.  Thus, I submitted my complaint.

  Below are seven inquiries made by me about the issues with the doors that I purchased and, to date, have no information beyond parts being on order for the storm door. (The door was installed missing a door stopper, so I assume that small part is what is on order.)  Until this response, I have had no information on when the parts are expected and have asked repeatedly for a time estimate. Further, I have received no information from the ****************** (no response at all from the ******************) on what exactly will be fixed and how.  It is not clear to me if new doors were ordered or how the issues with the patio slider will be resolved.  I do not know if the damaged door handle will be replaced or what will be done about the other issues. 
  

  The history of all communications is:
  8/8/2023 Doors installed.
  8/9/2023 I initiated contact with LandMark about issues with door installation, door damage, and missing parts.  Initial contact was made by email and then phone call with **** Ski, the salesperson I had worked with for the purchase of the doors.  **** then came to my home to view the issues.  There was no further word from the company until I followed after waiting several weeks.
  9/6/2023 I sent an email to ************************* regarding my payment in full and requested update about when Id hear about getting a service call scheduled.
  9/6/2023 I received an email from ************************* in response to my inquiry about getting a service call scheduled she will reach out to ****************** and someone will get back to me asap Never heard from ****************** or anyone concerning a service appointment.
  9/8/2023 I sent an email to ************************* in LandMark Showroom and **** Ski, Sales, expressing frustrating and again asking when I can expect to get a call about setting up a service call.
  9/8/2023 I received an email response from **** Ski letting me know that parts were on order for the storm door, that Service is aware of the other issues, and that Service will reach out to me when the parts arrive and will schedule a service visit.  ************ also provided me with the names of the staff in the ****************** and ccd them on the message (*********************************** and *****************************.) No response from ****************** reps who were ccd on the email from *************
  9/22/2023 I sent an email sent to ************************* in LandMark Showroom and ************, Sales, regarding additional issue with screen coming out of slider and requesting information on when I will hear about a service call.  I was referred to ******************************
  9/22/2023 Email sent to ***************************** in ****************** No Response
  9/25/2023 I received an email from ************************* at LandMark Showroom concerning my inquiry of 9/22/2023 She said she sent my email to the ****************** and that they should reach out to me to schedule a service appointment No further response; no contact was made by ******************.
  10/3/2023 I sent an email to ********************* in response to general thank you for your business email I received from him No Response
  10/8/23 I sent an email to ***************** and *********************, owners of LandMark Exteriors in response to general thank you for your business email I received from them. No Response
  
  Sincerely,
  
  *************************

  

  Business response

  10/18/2023

  Once again I am not sure what to do here. As already stated we have ordered the necessary parts, ***** did call the customer and our representatives have been to her residence. Not sure we can do much more here until we have what we need. The parts have not arrived yet in order to finish the project so to dealing with a complaint at this point seems unreasonable. As far as I am aware the emails sent to the customer at the end are generated from our system. I, **** and **** have not personally received emails from ********* 

  Customer response

  10/18/2023

   
  Complaint: 20720316
  
  I am rejecting this response because:

  The information from the company is still incorrect and untruthful.  I have never spoken to nor heard from someone called ***********  The sole people who have communicated with me are *************************, who was always responsive and timely, but was only able to forward my messages, and with ************, who was also responsive, but limited in his involvement as a Sale Rep.  To satisfy my complaint, I need:
  

  1. Information on what parts are on order and when they can be expected.

  2. Information on how the handle on the patio door will be addressed - repair or replacement.  Is this a part that is on order?

  3. Information on how the uneven storm door will be addressed.  (This is a new issue that came up at the time my initial complaint was made.)

  4. Information on what can/will be done to address the squeaking on the patio slider and the fact that the screen slider does not slide well and does not close well.

  5.  The name, email, and telephone number of a service rep who can keep me up to date on status and progress and who will timely respond to inquiries from me.

  6.  If parts are not available and a service appointment not set up within one week, then I want weekly updates from the company rep on status.

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

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint concerns LandMark Exteriors, Inc. located at ********************************************************************************* have called LandMark Exteriors several times in the past 6 months to request service for a leaky ****** Infinity window, they installed. I have also uploaded photos to the company's website in the past. I have not received a return call from anyone at LandMark to schedule an on-site evaluation. The window was installed August 23, 2017. Here's the description of what was installed: ****** Infinity Series STONE WHITE interior finish / BRONZE exterior color, Ultrex fiberglass 3-WIDE CASEMENT window units for the LIVING RM. openings. L/S/R. LandMark provides a 5-year Labor Warranty on their window installations. ****** Infinity windows carry a limited life time warranty. I would like to get the cause of the leak in the window identified so that we can determine if either the window was not properly installed or there is a manufacture's defect in the product.

  

  Business response

  08/13/2022

  Good morning -

  Our office has reached out to **************** and I have been by the house. We have yet to hear back from this customer so I can plan a time to visit, address and find a solution to the issue at hand.

*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. ↩