We have had a very bad experience with Landmark Home Solutions, right from the beginning of our sales agreement with them.
OUR SALES AGREEMENT:
We've encountered a number of issues with Landmark Home Solutions, some of them that remain unresolved to this day. In the Fall of 2012 we signed an order to have 6 windows replaced in our home. Shortly thereafter, their representative said he had made a mistake in the price and would have to increase it by almost $1000. We did not accept this seeing as we already signed an agreement and it was based on their quote that we opted for their product. He eventually relented and we were charged the price that was originally agreed upon.
INSTALLATION:
By February 2012 they had hired contractors to do the installation. They showed up at 11:30am (3 hours late), causing my wife to miss half a day's work. By the time they left the house it was almost 9pm. We found this to be intrusive seeing as we could not put our child to bed before they left with all the noise, not to mention the temperature in the house being so cold. We noted a number of deficiencies in the workmanship and some of the parts installed were wrong. For example, they did not install a frosted window pane in the washroom as was agreed. Some of the joints installed did not match the colour of the rest of the window frames. Some of the window hardware was clearly damaged. As for the workmanship, we ended up with damaged drywall, the trim looked like it was installed by amateurs, some of the capping outside the windows was badly installed, and caulking was either badly applied or completely missing. I should add that they managed to scratch the frame of a wall mirror in the process.
FOLLOW-UP:
Shortly after the installation we advised Landmark of the various installation issues. It took over a month for them to send another contractor to address the issues, but not without us having to follow-up on a couple of occasions. The contractors came, but were not equipped to address all of the issues. A follow-up visit would be required. We have since followed-up again but as of today (March 29, 2013) we still do not have a date for when the contractors will come back to finish their work. They still have to change a window pane, fix the capping around a window, replace some joints, finish caulking and change the hardware on one of the windows.
CONCERN GOING FORWARD:
Our concern is that Landmark Home Solutions has no motivation to carry out their work now that we have paid them in full. We are not getting any feedback from them as to when the issues will be resolved. Had we known that we would encounter these problems we would not have signed a purchase agreement with them. As far as we are concerned, they are in breach of their agreement with us and have caused us unwarranted trouble and inconvenience.
- Approximate cost of services:
- $8,500.00
- Company Response
In response to the above review, we here at Landmark Home Solutions take our customer satisfaction VERY seriously and 100% total customer satisfaction is always and always will be our full and complete uncomprimised objective each and every single time. While we highly regret this paricular customer was not 100% satisfied with our service, but we strongly believe that the above accuations are not entirely accurate. With that said we here at Landmark Home Solutions take full resposibility regarding the above noted concerns. Yes, the pricing on their installation was under quoted by just over $1000.00 due to an error made by a new representative working for our company. We did make the homeowners aware of this highly embarrassing mistake on our part in the hopes they would be understanding and compassionate to an error made by someone who was new with our company. I am sure we all at many times in our lives have made mistakes whenever doing something new but it is only through trial and error can we all learn from our mistakes, gain experiance and simply try and do better the next time. In this case in particualer when we notified the customer of this mistake the customer informed us that a deal is a deal. Being we are a company who places a premium on high customer satisfaction and the mistake being that of our own, when the customer after being made aware of the error felt we should still proceed at the original agreed upon price, we without question in an effort to deliver on our promise and deliver on our companies reputation of course moved forward with the window installation. I would have thought people would view this as a positive and that we were a company of character that delivers on what we promise but in this case it would seem not. Regarding the statement that our installers did not leave the home until almost 9pm at night... We do apologize it was that late and that they were caused any inconvenience by this. Our installer was sadly late arriving due to a flat tire experianced on route that morning. I in fact would have thought people would be happy to know that our staff are willing to stay and work late in to the night in an effort to ensure we completed the job for them instead of operating like so many other window companies do by "punching" a clock at 5pm, going home and then coming back to finish the following day. I feel strongly we showed not only outstanding customer service but commitment to finishing the job as promised. As for the accusation that the workmanship appeared to be done by amateurs?? I really have no idea as to how to respond to this? If the workmanship and entire experiance was as bad as stated in the above review then why did the client sign off that they were happy and satisfied with our installation and pay in full? We do apologize for the delay in the frosted bathroom window...their was a delay in our factory for this item but it was rushed, installed and completed at the customers earliest availability. For the service concern... It wasn't until 6 days after installation was complete that we were even contacted and made aware of ANY service concern at which time we had a service tech booked within another 10 days from that. Mirror scratched? At no point were we ever made aware of a mirror being scratched, recieved photos of a scratched mirror or ever asked for any remuneration or compensation for a scratched mirror. This is in fact the first I have even been made aware of such a concern. All and all we do apologize that this experiance was far less than desirable. Our focus is always heavily placed upon providing a superior product with superior results and a superior experiance. We here at Landmark have done all we could in order to provide the high level of satisfaction one comes to expect from us and I am happy to report that we have completed all concerns and items at this customers home. There installation has been signed off on and the account closed. We wish them all the best and hope that they will enjoy the beauty and ellegence that we know our Landmark Windows will provide for them, there family and home for years, and years to come.