Landmark Air Systems, Inc.

Review: Last summer I had a whole-house generator and central air conditioning system installed by Landmark. There was not much opportunity for use of the AC, but they did have to return almost immediately to make adjustments to resolve problems with air delivery & thermostat. This season, the air delivery and thermostat issues have continued, and I have not been able to get a response from landmark to adress them. It is now the end of July and my phone calls and emails have yet to be addressed. They do not seem to answer the phone anymore-you have to leave a message. The last I heard from them was by email a month ago, indicating that they would get back to me "soon" to arrange for a tech visit! I do not understand how they can be so unresponsive for follow-up work on systems which they were paid a lot of money to install. I have wondered if the company is going out of business(By the way, I had also asked them for an estimate on a new furnace last fall and never received a response. So I used another company for repairs.)Desired Settlement: I would like them to contact me ASAP to arrange a tech visit to resolve the issues with the airconditioning.

Business

Response:

Regarding the complaint filed by [redacted]

We contacted [redacted] on Wed August 14. At that time she emailed me a list of her issues regarding the AC system. We agreed thru email to set up a service appointment for Saturday morning August 16. At that time our service tech addressed all issues and repaired the issues in the complaint. I believe the matter is closed, we have not heard from [redacted] since that day. If she has more issues we will be happy to address at a mutually agreed time and date.

As far as we can tell the matter is closed.

Review: On 7/15/10 Landmark Air Systems installed a new central air conditioning system at my property. The installation required electrical work that Landmark Air sub-contracted to [redacted]. I was unaware at the time that the electrical work was not being performed by Landmark Air Systems. Landmark Air Systems was responsible for all required city permits, inspections and obtaining certificate of occupancies. I received the CO for the A/C installation on 7/29/10. I was unaware, at that time, that a second permit had been applied for in the name of the sub-contractor, [redacted], for the electrical work.

It came to my attention only recently that the permit for the electrical work had never been closed out with the city. In order to close it out I had to pay a $200 fine to the City of [redacted] in order to request a final inspection. On 11/25/15 the city performed the final electrical inspection. The electrical work failed the inspection.

I called the electrical contractor, [redacted] on 11/27/15, who was out of town and asked me to call him back on 11/30/15 so he could get the details from me. I called him back on 12/1/15 and 12/3/15, leaving messages to call me back. All calls have gone unanswered.

I called Landmark Air Systems on 12/4/15 and 12/9/15, also leaving messages to call me. Those calls have also gone unanswered.

As my contract was with Landmark Air, I am filing this complaint with Landmark Air Systems.Desired Settlement: I would like to have the electrical deficiencies corrected so that the work passes inspection so that a CO can be issued. I would also like to be reimbursed $200 for the fine I had to pay because the permit was not closed out in a timely manner.

Business

Response:

I spoke with Ms. [redacted] we are going Monday Jan 7th 830am to correct problem. I informed her I will be mailing $200.00 check today to cover her cost.

Business

Response:

I spoke with Ms. [redacted] we are going Monday Jan 7th 830am to correct problem. I informed her I will be mailing $200.00 check today to cover her cost.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. The deficiencies in the electrical work are scheduled to be completed on Monday Jan 11. After that the City of [redacted] will need to reinspect the work to ensure it meets code before my CO is issued.

Review: On August 9, 2013 we had Landmark Air Systems Inc. install a [redacted] central air system.

We had difficulty from the beginning and last summer the unit froze and there were water stains around an up stairs bedroom ceiling vent. Two weeks went by before we even got a return call. I was patient and figured since it was a family business, there may have been some family crisis. There was no explanation, but I was assured all was back on track.

This summer Aug. 2015 during the hottest week, our air conditioner died while we were away. It stopped working on Wed. July 29th. We returned home on Sat. morning Aug. 1st. I immediately began calling Landmark. I left numerous messages. The next day I called both the Danbury and Stamford numbers. No one returned my calls. Then we noticed a large stain on the living room ceiling and investigated further. The pan under the unit had overflowed. I called and explained what was happening. I asked for advise. No call. I emailed their web site and their direct email. Today is Aug. 6 and still no word.

I am extremely disappointed with the way Landmark does business and would never recommend them to anyone.Desired Settlement: We have contacted another business to resolve the issues we have.

Consumer

Response:

Consumer wants to pursue this as a full complaint.Here is consumers desired resolution: I would like Landmark to pay for the $174.41 for the 1st repair, and the cost of a follow up visit to make the return grill and duct size larger for better air flow.

Business

Response:

I will mail a check today for the $174.41 [redacted] requested plus an additional $500 so she can contact someone to fix her ductwork if needed. Check # [redacted] for $674.41 will be mailed today 8/26/15 to settle [redacted] claim

Contacted Landmark to do oil to gas conversion and add a new air conditioning system to our home on Candelwood Lake. After meeting with 2 other companies who said they cant do the job, we met with Tony at Landmark who said they could do the job no problem.
He was correct, Landmark put in a new Propane heat system along with the AC and it works great.
Dave (I think thats his name) the foreman and crew did a great job, clean and neat.

Review: This is the letter we have just faxed to Landmark Air, it details what has been going on since April of this year.

On April 14, 2015 we purchased a new AC system including complete installation, balancing the system , and new registers throughout the house.

The system was installed later that week. However, your workmen left without getting it running, or notifying your office that it had not been tested nor put into operation, or telling me that they were done with their work and now another technician needed to come out to get it working. So there was a delay of several days in getting the system running. As the new addition to the house was not closed in yet (no windows), balancing the system was to wait for this reason, even though I told the technician, Dan, that the existing house was not being cooled properly due to uneven air flow.

The windows in the new addition were installed the first week of June. I called and spoke to Chris, during the second week of June, to get someone out here to balance the system, and also reported that sometimes it would start blowing, but the air was not being cooled for the first 30-60 minutes. Chris told me that the schedule was being made that night, and that he would call me back to schedule a technician. I never received a call back. I waited about 2 weeks, figuring that if we could make it through to the end of construction, then everything could be done at once.

The system continued to have the problem where the fan would blow, but no cooling was occurring for up to an hour first. So, early July, I called and left a message saying we needed both the problem repaired and the system balanced, and the registers installed. I called and left a message four days in a row, until the last message was rather angry, and then finally Chris returned my call, claiming he had gotten no previous messages. He sent your technician, Dan, out to my house early the next morning.

We told Dan about the delayed cooling problem, his answer was, “well, it’s working now”. We told him the system needed balancing, as the air flow was so uneven we were forced to run fans all over the house to keep all areas properly cooled. Dan REFUSED to balance the system because “there is no furniture in the new room and that will change things” and insisted we had to wait further. After arguing these points over and over, I was so frustrated I yelled at him, so then he did go up and increase air flow to our living room. Later, we found out that this meant there was no air at all going to my daughter’s bedroom; while the living room was at 72°, her room was over 80°, despite being the next room in the house.

I called and left another message at the office. No response. Sent an angry email that night. No response still the next day, until I called again at about 4pm, Chris answered and claimed he was just about to call me. Told me that you, Tony, wanted to come out with the technician, but we had to wait almost a week.

So we waited. You immediately recognized my description of the delayed start to cooling as a problem, and had the technician fix it. You had him increase air flow to my daughter’s room. But again, refused to balance the whole system at that time, saying it would be done when your technician returned with the registers. You measured the size of the needed registers, even though they have been measured when the job was first estimated, when the system was installed, when Dan came out BOTH times; so five times now the size of the registers has been measured, but still no registers put into our house.

So we waited. After a week of waiting, again, I called the office last Tuesday, August 4th. Talked to Chris, who first said he’d have to order the registers, then corrected and said he believed they were in the warehouse. He said he would be making the schedule, and would call me with an appointment time.

Well, that was a week ago. I have not been called, I have no appointment, no one has returned to my house to finish this job. I left another message last Friday stating that I needed you, Tony, to call me. There has still been no reply.

It has been TWO FULL MONTHS now, since the addition had the windows installed, that we have been trying to get this system completed.

We have given your company more than enough time, too many attempts, too many incomplete visits, to get this job completed. We are accepting your failure to respond to our repeated calls, and all refusals to complete the job to date, as indication that your company will not complete the contracted work. So, our business relationship on this job with Landmark Air Systems is terminated. You will not receive any further payment from us. We will contact someone else to complete the balancing of the system. You do retain all warranty responsibility on the air conditioning system, as you sold it to us and installed it.Desired Settlement: At this point, we are done with trying to get Landmark to fulfill their contract. We would like confirmation that they agree to the terms of our letter, that no further payment is due, the warranty remains intact, and that we will have the remaining issues completed ourselves. We also want this complaint in your (Revdex.com) system, so that future customers will know what kind of service they may receive when something does not go right with their installation.

Business

Response:

We agree to Mrs. [redacted] Terms. We will not seek final payment and she agrees to contact someone else to finish the job.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is acceptable to me. I do not say satisfactory because I am extremely dissatisfied that this is the resolution we had to come to. I signed a contract and made my payments due in good faith. They repeatedly failed to live up to their contractual obligations, took several months to correct faulty work/product, ignored repeated calls to them until I got angry with them, refused to correct and complete their work. Since they weren't going to come complete their contract, it only made sense for me to accept that fact and terminate business with them. I am not satisfied at all. But I accept this resolution.I notice that this is the third complaint you have against Landmark Air where they failed to respond to their customer to correct/complete their work, until it dragged on for months and the customers resorted to complaints with the Revdex.com. Why do you still rate them A+? This is a terrible business method for a customer to get stuck with. I certainly wish I had never dealt with them.

Sincerely,

Worst company ever. Communication zero. You call them, they promise to call you back with schedule, they never call. Leave message after message, they never call until you leave very angry messages. Replaced working but very old AC because of having addition put on house. Finally get them out here to do the job. Installed system, left without a word and without getting it running. Called them back to house, guy gets it running but refuses to balance the system until new room is done. Called again because it's still not working right, several weeks/many calls later they send guy out, who STILL refuses to balance system because even tho addition is nearly done and completely closed in, there's no furniture in there so it won't be right. Tells me to wait longer, even tho we tell him we are sitting in a hot, damp house. Yelled at him, he turned up flow to one vent, tells us to just run the house several degrees colder to compensate. So now sitting in 72 degree living room while daughter's bedroom is over 80 degrees. Running fans around house to blow cool air where needed. Waiting for them to call back, come out and fix things. Still waiting for vent covers after 2 months. Wish I had used ANYONE ELSE.

I contacted Landmark after seeing their Ad in the yellow pages. I spoke to a man named Chris in the office who set up an appointment for an older gentleman named Tony that came out to the house to provide a quote to install a new central air conditioning system.
I contacted Landmark after receiving a few other quote from near by competitors but to be honest I didnt like them, they were pushy and seems like they didnt want to be there. Tony on the other hand took his time and answered all my questions. Landmark's price was about the same as the others but I did like the face they have been in business since 1975.
I hired Landmark to install my system in Dec 2015 they sent a crew of 2 guys Dave I think was the name they completed the job neatly and quickly in 3 days as promised
Overall it was a pleasure working with Landmark

We are new to the area, just purchased a house in the New Fairfield area and were looking to install central air conditioning because the house has none. I picked up the yellow pages and started calling contractors to set up estimates. After calling 6 or 7, Landmark and another company were the only 2 that actually answered the phone. I spoke with Chris who set up Tony to come to our house for an estimate. (the other company didn't show up for their appointment, I wont mention the name) Tony was personable and knowledgeable and I felt comfortable with him after telling me he has been in business since 1975.
After receiving our quote in the mail, we promptly signed and returned the contract with the required deposit. Landmark contacted me a few days later when the received the contract and set up the installation for the following week.
The following week a gentleman named Dave who was the job foreman showed up at my house with 3 men on his crew and the install went smooth and they kept me informed the whole time about what was going where and what they were doing. This was in early June. The system worked awesome all summer, everyone I dealt with was professional and nice. They even moved stuff out of my attic for me to make room for the ac equipment because my husband was travelling for work and couldn't do it.
I recommended them to 2 of my neighbors one of which did use Landmark and they are happy with them also.

Review: Two of the following permit for [redacted] , CT [redacted] was not closed. Cost $200 to close the permit. paid on 4/4/14

1) [redacted] HVAC, 434 alteration to dwelling location at [redacted] issued at 06/27/2007.

2) [redacted]7 electrical, 434 alteration to dwelling location at [redacted] issued at 06/27/2007. Wire central a/c systemDesired Settlement: Total of $400 paid to me.

Business

Response:

OK No problem I am mailing check today

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Will let you know when I received the check.

Review: Problems experienced immediately after installation. 1 year later, Landmark hasn't come back to correct the issue. Unreturned phone calls and emails.

Hot water is brown. Landmark has never come back after installation to investigate or rectify the issue. Won't return phone calls or emails.Desired Settlement: I would like Landmark to come out and properly diagnose the problem. From there, if applicable, I would like them to fix the problem.

Business

Response:

Business Response /* (1000, 5, 2013/04/19) */

Mr. [redacted] has had an independent company test his water and they found a very high iron content in the water being fed to the boiler by his own admission. There is no problem with the boiler, its heats and makes hot water as it should. He needs to have a water treatment company install a filter on the water intake of the boiler to filter out the iron content. The boiler is not designed to clean or filter water, nor is any boiler.

Consumer Response /* (3000, 7, 2013/04/23) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

Water testing was done to insure the safety of my family. The problem remains and so does the fact that Landmark Air never once came out to diagnose the problem and had to be chased after for returned calls and emails. The water intake is not the issue since a) there are no problems with cold water and b) the problem is worse during winter when the heat is on. I am still waiting to actually speak with someone or to have someone at the house even take a look to see if something is wrong. I have spoken with other companies and water treatment professionals, who all tell me it is an issue with my boiler.

Business Response /* (4000, 17, 2013/05/30) */

On Wed May 8th we sent a service tech to check the problem at Mr [redacted]ls house. The brown water was coming from old iron pipes connected to his water feeds. We installed a high efficiency water filter on the intake of the boiler to catch the iron on the intake and suggested he have a plumber replace the old iron piping. We also showed Mr [redacted] the source of the high iron content and agreed that was the source. The following week Mr [redacted] contacted us to let us know the filter was working and everything seemed to be ok. The issue is resolved.

Consumer

Response:

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

Water testing was done to insure the safety of my family. The problem remains and so does the fact that Landmark Air never once came out to diagnose the problem and had to be chased after for returned calls and emails. The water intake is not the issue since a) there are no problems with cold water and b) the problem is worse during winter when the heat is on. I am still waiting to actually speak with someone or to have someone at the house even take a look to see if something is wrong. I have spoken with other companies and water treatment professionals, who all tell me it is an issue with my boiler.

Business

Response:

On Wed May 8th we sent a service tech to check the problem at Mr [redacted]ls house. The brown water was coming from old iron pipes connected to his water feeds. We installed a high efficiency water filter on the intake of the boiler to catch the iron on the intake and suggested he have a plumber replace the old iron piping. We also showed Mr [redacted]l the source of the high iron content and agreed that was the source. The following week Mr [redacted]l contacted us to let us know the filter was working and everything seemed to be ok. The issue is resolved.

Consumer

Response:

(The consumer indicated he/she ACCEPTED the response from the business.)

Landmark Air came out, identified the issue AND went above and beyond by installing a filter as a solution at no cost until I could permanently fix the issue. Thank you.