Complaints

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order and they said free shipping. The next day they sent an email asking for surcharge for delivery I emailed back asking them to cancel order immediately and respond back They didnt respond back I called multiple times to the business and left voicemails. No one answers the phone or calls me back I believe this business is a scam

  Business response

  06/04/2024

  Hi,

  We do apologize for the inconvenience about this order. However, the reason why the customer got a shipping surcharge, we've been contacted by the freight company that his shipments will include additional surcharge for Special Handling, Fuel Surcharge, and Delivery Area Surcharge. These kinds of unintentional circumstances are beyond our control. Our Free Shipping promotion covers the full flat rate of your shipment however for any unexpected charges I'm afraid to say that we won't be able to cover the additional expenses from the shipment.

  We received your response that you don't want to proceed with your order and not willing to pay for the shipping surcharge we immediately process the cancellation of your order and Since we haven't proceeded with the charge weve voided the authorization charge to your account last June 3, 2024 and you should see the amount credited to your original payment method within 24 to 48 hours. Please accept our sincere apology for having this situation we have caused you.

  One of our top priorities is to ensure our customers are satisfied at all levels and find the most suitable way to fix their problems without delay. 

  Thank you!

  Landmark Tools Team

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My dad placed an order for a piece of equipment and has yet to receive it they won't answer any calls o came to the location listed on their website and their business is not at this location it's a post net.

• Initial Complaint

  04/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a vehicle lift through LANDMARK TOOLS on December 26, 2021 for $5150.00. LANDMARK TOOLS promised the order to be received in 2-3 weeks. On January 23, 2022 I reached out to see where the item was and I received a tracking number for the power unit only. When I emailed them again on January 27, 2022 I received no response back. On January 31, 2022 I made a phone call to see where the item was, they had no idea and said they would get back to me, they did not. On Wednesday February 2, 2022 I received an email from LANDMARK TOOLS saying they fulfilled my order 14 days ago, and they wanted my feedback. At this point I was getting upset and worried because I still haven't heard back from landmark tools, and just gave them $5150. I called landmark tools again on Friday February 4, 2022 and it went to a voicemail. I immediately called Capital One to figured out what I needed to do to get this taken care of and the dispute was started. On Tuesday February 8, 2022 ABF Freight contacted me about the delivery. When I spoke to Michele Seresy I explained the situation to her, and she asked if I just wanted to refuse the order so that's what I did. I did not hear from Landmark tools again until they received the dispute around the first week of March. That week they called me four times trying to get me to withdrawal my dispute which I thought to be kind of shady. At this time, they are claiming to capital one I received the item which is a lie. The order from LANDMARK TOOLS was cancelled/refused through ABF FREIGHT. they also never gave me a tracking number so i had to call multiple companies to figure it out. The ABF Freight tracing reports (tracking number XXXXXXXXX) show that the item was reconsigned for return to shipper by email from Gene Provencio with Bendpak. I also have the notes from ABF Freight showing I refused the product because Landmark tools were not getting back to me, and I had already started a dispute with Capital One.

  Business response

  07/21/2022

  Business Response /* (1000, 9, 2022/05/26) */ Hi, We do apologize for not be able to provide a response right away. We've been working and assisting our customer since the beginning when he started to contact us about his order. Then suddenly the customer submitted a dispute with his bank without notifying us and reaching us about it. Which is also the time that his order is currently in transit. We reach out to the customer and stated if he no longer wants his order we definitely cancel it and refund him and there's no need to file a dispute just to cancel his order. The customer agreed that he will withdraw the dispute so we can process the refund back on March 7, 2022, however, there's no movement or process that have been done with the said agreement. Our customer support had a call back and forth with the customer but no action being taken from customer's end. As much as we love to help the customer in a timely manner our system is giving us the limitation to do certain process due to the chargeback from the order. We advised the customer to refused the delivery if he no longer wants it so the unit will be shipped back to our warehouse which is what he did. He refuses the delivery. The customer is well aware about the restocking fee and the cost of the freight for that shipment will be deducted due to last minute cancellation. Normally we don't accept cancellation for this kind of order which is made to order item. However, we made an exception for the customer to make sure we are providing the best resolution we can. As of now we are still waiting for the warehouse confirmation about the unit if it's already been cleared as RETURNED ITEM. Returning an item could take 20 to 30 business days, this includes the process of checking the unit, doing all the paper cause the serial of the machine already assigned to customer information. Being said, we already process the refund back to customer account and it should be on his account within a couple of business days. Thank you so much for your kind consideration. -Landmark Tools Management Consumer Response /* (3000, 11, 2022/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to start about by saying look how long it took landmark tools to get back to the BBB. I spoke to landmark a couple times before making the purchase and they said it was a quick delivery 2-3 weeks I felt completely at ease with my purchase on December 26, 2021, but that soon changed. I entire issue lies with landmark not getting back to me about where the lift was. I called on a Monday January 31 and they had no answers for me. Wednesday comes that week and I received email about "how do I like my product? looks like it was deliver 2 weeks ago" what??? I called them Friday when I saw the email with no answer and NO call back I was scared I had $5150 on the line. I put the dispute on that Friday February 4, 2022. There was never a time landmark tools tried to work with me. I made the order because I wanted the order. I did not want to go through this. I refused the delivery because I had the dispute in already I did what I thought was right capital one had already refunded me the money little did I know they were going to place that charge back on my account when landmark tools told them the item was delivered (which it was not). Landmark tools had Zero information on returns on there website and I told them that. I have about 20 screenshots on my phone to prove that. March 10th comes more than a month after I refused the order and suddenly there's a restocking fee and a freight fee. I am totally dumbfounded by the way landmark tools had blatantly lied to capital one and acted as if the order was received. Furthermore the email said the restocking fee was $1800.86 and landmark tools refunded me $2890.90 and withheld $2259.10. I refuse to accept this and I would like the sum of $2259.10 refunded. I have already been in touch with my lawyer and Will be taking additional step if the problem is not resolved. Bottom line if landmark tools had just let me know what's going on I would of been fine even if it was gonna take 2-3 months instead of weeks!!! Thank you for your time ***** *******

• Initial Complaint

  04/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a trailer kit from Landmark Tools on 2/26/22. It took over a month to arrive. It was delivered on 4/5/22. When it arrived, the box was badly damaged. Upon further inspection, it was evident the kit was damaged too. It was also supposed to be new, but pieces were rusted, dented, and bent. I filled out a warranty claim and the company stopped responding. I want a full refund.

  Business response

  06/10/2022

  Business Response /* (1000, 7, 2022/04/25) */ Hi, On behalf of the Landmark Tools team please accept our sincere apology for this situation. I can only imagine how frustrating receiving a completely damaged order is. We wanted to mention that customers always have a right to refuse the delivery if the shipment was damaged or completely ripped off upon arrival. Nevertheless, we are cooperating with our customers about this matter. So far, we already arranged a successful pick-up from their address and their return process is still in progress. Once the unit is done with the inspection process and scanned as "Returned Unit" a refund will be automatically processed back to their account. We are more than happy to process the refund back to customer however, the refund process might take 7 to 15 days. As I promise I'll do my best to give the right solution to our customers as quickly as possible. Thank you for your time and kind consideration, John D**** Head Sales Manager Consumer Response /* (3000, 9, 2022/04/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The clearly damaged item was returned over a week ago and we have yet to receive our refund. This is unacceptable. We paid over $1400 and need that money back so we can purchase a trailer that isn't defective. This whole experience has been very frustrating. I am also very disappointed by the way we have been treated by the company; they don't respond to emails or phone calls for the most part. We have received occasional responses, but there is no way to consistently get in touch with someone. Business Response /* (4000, 11, 2022/05/06) */ Hi, thank you for non stop support for both side. We are glad to inform you that this issue has been resolve and already been refunded back to customer original payment method. Please see attached file for the refund that we initiated back to customer's account. Thank you so much for your kind consideration.

*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. ↩