LandMark Exteriors, Inc.

Initial Business Response /* (1000, 5, 2014/07/17) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@landmarkext.com
At the time of the final measure Mr [redacted] complained how the last company he used didn't cap the exterior of the window as desired. I,...

[redacted], said we would recap the center mullions as best we can at our cost. We try and make sure our company does everything possible for our customers. It was a gesture not a favor.
At the time of the installation our crew removed the last company's work, recapped the mullions and did their best to re-caulk to the existing main frame aluminum capping. The last caulk was extreme and our crew explained to him this was the best they could do given the previous workmanship.
When he called [redacted] we sent the crew back to rework his area of concern as per the photos he sent to [redacted].
[redacted], [redacted] and myself have visited his home after his latest concern and reviewed it once again. I was unsure of his complaint given the site review.
I explained to [redacted] we could give Mr [redacted] the option to remove all of the old company's work and redo the area from scratch for our cost of $450.00. This was not meant as a favor but more to appease our customer and redo work he was unhappy with from another supplier. We take our customer concerns very seriously hence the multiple visits to the house.
I am not sure what else we can do here other than remove the work we didn't do and install new at our cost of the $450.00 or we can refund the $40 charge.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Landmark continues to state that "'Mr. [redacted] complained how the last company he used didn't cap the exterior of the window as desired". The truth is the original installer [redacted] Windows & Doors) installed what I had contracted for which was black capping around each window. They completed this job to my utmost satisfaction and I would hire Wolt again without any reservation.
I contracted with Landmark to replace the black capping between each kitchen window with putty capping. After seeing the exceptionally poor workmanship, I reached out to [redacted] at Landmark to file a complaint. [redacted] requested that I email him several pictures to substantiate my claim which I did minutes after we hung up. Upon Landmark's review, they agreed with me and had the installer come out again to fix the problem. The problem is, workmanship is still very poor.
I then reached back out to Landmark to file another complaint. [redacted] from Landmark came back to the house a few days later to assess the workmanship. Of special interest is that [redacted] made no effort to coordinate having anyone in my household present to articulate my complaint. One would think that when you have more than 1 complaint for the same issue that you would like to meet with the customer in person to make sure the issue is understood.
When [redacted] contacted me on July 10 with his response, it read:
"I have to express though, I'm a little surprised. As you recall, basically as a favor ($40) I said we would try to fix the mistakes of the previous contractor you had do the original installation. Then you asked us to come back because of the caulk. We sent [redacted] back at no charge to you. A service call like that costs me $80.
Trying to repair other peoples work...is a case of we'll do what we can. For it to look correct we would need to do it from the start, like the window we did in the front of the house.
If you like, and want it to look it's best, we would have to tear of all the capping that the other contractor did down to the window frame and start from scratch.
We can do that, but it would be another contract and it would be $450.00 to tear off and recap the back bay window."
After reviewing [redacted]'s response, I published this response.
"I'm shocked that you think this was a favor as that was never communicated to me before either in person or on the quote. For the record, this wasn't to 'fix the mistakes of the previous contractor'. Rather, I wanted the vertical pieces to be putty instead of black.
If you knew the $40 option was going to end up looking the way it does today then you should have proposed the $450 option based on your professional opinion and let me decide what I wanted to sign up for. This $450 option was never discussed nor was it listed as an option on the quote. Therefore, I have no recourse and questioning the integrity of your company to stand behind their work."
[redacted]'s response on July 11 reads:
"Is the current workmanship up to me standards? Absolutely!"
I feel that Landmark used a bait and switch approach (proposed a $40 option hiding the fact that it would actually cost $450 to do a professional job).
Landmark's response to my Revdex.com complaint is "I am not sure what else we can do here other than remove the work we didn't do and install new at our cost of $450.00 or we can refund the $40 charge".
Requesting that I pay an additional $450.00 to do a job they quoted on the contract as being $40 is not an option. Reimbursing the $40 is not an option as it leaves me with a result substantially worse than what I started with. The only option is Landmark completing the job in the professional manner they contracted for.
To eliminate any ambiguity of this claim, I attached pictures that clearly justify the substance of my claim.
Final Business Response /* (4000, 9, 2014/07/25) */
I find the accusation Mr. [redacted] makes of us pulling as bait and switch very unfair and misleading. We said we would recap the center mulls for $40 - not the entire window opening. I can send my crew back out to recap the mulls only again but would warn that we are still dealing with existing caulking on the perimeter framing that is not being touched. We pride ourselves in our workmanship and customer service so I'm a bit surprised by some of this. I can only assure it will be the best we can do given what we have to work with.
Final Consumer Response /* (4200, 11, 2014/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] stated on July 7 "Is the current workmanship up to me standards? Absolutely!". Therefore, having Landmark respond with "I can send my crew back out to recap the mulls only again but would warn that we are still dealing with existing caulking on the perimeter framing that is not being touched." is not an option as there's still a caveat that the end result will be anything close to that of a complete removal/replacement and therefore have to accept whatever the outcome is.
I am going to seek another licensed contractor to do the work as I have no confidence in Landmark going forward. Based on Landmark's estimate, this will cost me an additional $450 beyond the $40 already paid.
In good faith, Landmark should acknowledge the $450 was never discussed nor documented and reimburse me to have this work done by another licensed contractor accredited by the Revdex.com.