We had all windows and doors replaced in August and have a myriad of problems due to poor quality product and very poor customer service. While I commend the company on making recent necessary, much needed changes to their customer service dept. they still do not call back, leaving it up to the customer to initiate contact and follow up and they do not appear to be concerned with customer concerns and satisfaction, quality and timely service calls even though customers pay substantially for their products.service and warranty. Perhaps the biggest disappointment and frustration with this company is the disregard for our time, our concerns and lack of ownership and responsibility for their ongoing dismissive customer service practices
In sheer frustration after six months without resolution to our issues despite numerous phone calls, service visits where staff showed up unaware of what they were to do, were unprepared to do the work, or didn't even show up without so much as a phone call I contacted the Director of Operations. I asked for financial compensation of $1000 and In our case it is evident the Director of Operations is more concerned with company profit. We did not get what we paid for both in quality and service. We chose Landmark because of the promised product quality and customer service and lifetime warranty. There is an expectation of appropriate and timely repairs when customers make a costly financial investment in a company. The treatment we have received has left us feeling disrespected- both for our time and concerns and we also feel like we have invested in a company that is self serving, lacks integrity and does not honour their agreement with their customer - to provide quality in products and service.
After 6 months of incomplete service calls I contacted the Director of Operations and requested financial compensation which I believe is a fair and appropriate consequence for services that have not been rendered! I should note that the only time I do get a timely response from this company is when I write a review or contact the Better Business Bureau. In my line of work, lack of integrity, and broken promises results in performance evaluation, consequences and demands immediate improvement and resolution complete with making amends.
My experience with the Director of Operations is that he does not return calls when he has promised, has others contact us only after we repeatedly contact him, and in conversation he does not allow me to finish my sentences. After all this time he has no awareness of our experience,having not been interested in following up even after he promised me he would. He does not appear concerned with the inconvenience missed service calls has caused us.
The Director of Operations does not apologize for the lack of inconvenience to us, even as we returned from vacation early so as to be home for yet another service call which they were a no show, and we were not contacted. We are frustrated to have spent such a huge amount of money and be treated in such a manner.
Do not let this be your experience. Choose another company.