2 patio doors and 12 windows replaced
terrible installation and post installation customer service.
We had 2 large patio doors and 12 windows replaced on July 8th, it’s now mid October and the job is not finished. Just after the original installation we noticed 2 significant issues:
one patio door lock is not working (which is a safety issue) and has a damaged glass inside (noticed after washing it)
Another window is not leveled, and so the top frame is already sagging in the middle and mechanism sometimes falls off so you can not open the window
This is not to mention small items like: outside capping has ¾'' difference between top and bottom frames, hole in the screen, windows are not aligned, scratches on the frames, and spots on the glass that are impossible to clean.
Landmark technician came on July 20 and agreed that identified issues have to be fixed, new door will be ordered and ready in 2 weeks. 2 weeks changed to 2 months and on September 21st they were coming to fix it. They called to postpone it to Oct 3 due to “unavailability of wooden trim”, since then we’ve been given 2 new dates all of which were cancelled on the day of. Recently we found they don’t have the door (3 mths later).
We’ve had painter and window drapes installer on standby for 2.5 months to accommodate Landmark’s expended schedule. Stucco company couldn't postpone their work any more and started to cover windows frames which they suppose to align. We find the customer service unacceptable, especially for such large transaction size.
- Approximate cost of services:
- $27,000.00
- Company Response
Dear Bob,
Our deepest and most sincere apologies from all of us at Landmark. We can definitely understand your frustrations with the delays in providing service and in completing the repairs that you mentioned. We have been actively making changes in our installation and service department to prevent these delays from occurring. Taking this long to provide you with well-deserved service is not how we like to run our business as we do strive for the best in customer experience and quality. Please contact us to provide more information so we can look up your order and review the processes that have taken place. We want to follow through to make sure that everything gets taken care of. Thank you again for your feedback, we do appreciate it as a tool to better ourselves as a company. We look forward to hearing from you.
Sincerely,
Landmark Home Solutions