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Landmark Home Warranty, LLC

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Landmark Home Warranty, LLC Reviews (1076)

Landmark Home Warranty is total BS
Tuesday night I arrived home to a smoldering breaker box. I immediately called the fire department who found burning wires from the meter to the breaker panel. From every thing I read in my Landmark warranty policy this should be covered. However because of immediate danger of continued fire hazard we immediately had to call our Encore, our electric provider to cut the power. They could not get out until the next day. Therefore we had to call a master electrician to disconnect the meter from the incoming power lines and subsequently repaired the faulty wiring at $ 627 total repair which could have destroyed my home if I were to wait on Landmark. Finally after dealing with fire department, city inspectors and my power provider; the issue is fixed.
I called Landmark to make a claim the next day who quickly denied it because I did not call them first and open a ticket. I spoke with two people before I finally gave up and asked Landmark to cancel my policy.

I fully expected Landmark to have no understanding and deny the claim as my prior work in a warranty environment trains you to find any and every loop or reason to deny a claim. Landmark HW did not let me down and could care less that it was an emergency action to prevent my home burning.

The kicker is now that I canceled my policy they are billing me $32.00 cancellation fee which I will refuse to pay and fight in court. (It's the principle)

If I would give zero stars but the CS rep who fielded my irate call remained totally professional and never waivered from her scripted policy

Lack of customer service
You pay money to have them but when you need them you have to wait days to speak to them because of your account status because a certain department is gone for the weekend and you spend the weekend with no air. I feel like have them is becoming a waste of money waste of money especially considering I don’t have a job and starting to struggle financially. They make tons of money off people are not there when you truly need them and offer and dry apology and no real solution. Four years I have been giving these people my money and and I can count on one hand when I have had to call and with 100 degree weather I am stuck with no air for the weekend with heath issues.

Fraudulent
Today 6-12-21 I called Landmark Home Warranty located in Phoenix AZ for service on my refrigerator Freezer at 9 am.
I was told by the first gentleman that my account was not active due to non-payment so being curious I logged on to my bank of America account put in landmark and boom payment made 6-1-21.
I told him quote am looking at my account and you took the payment out. His reply was I can’t see it call back in an hour and talk to my billing department. So, in the meantime I’m losing $500.00 plus in food in my freezer.
I called back at 10:45 accounting department is closed on the weekend the lady explained as she told me the same thing NOTHING I CAN DO!
Landmark rates themselves highly for customer service and workmanship but can’t seem to find the time to send someone out to repair my refrigerator freezer.
So, I paid my bill I’m adding it to my review so all can see but Landmark basically told me I’m up s[censored] creek without a paddle.
I asked the lady so you take my money I call for the first time for service you can’t find my payment and I lose $500.00 plus in food. She say’s I’m sorry. Landmark should not be reviewed this highly they are disrespectful and incompetent and personally fraudulent.
So, when someone tells you how graded they are maybe you should figure they have their own employees and family members write reviews to build themselves up. I know this for a fact because I worked with a company with over 150 employees and they had us to exactly that. You are only as good as your service and your word Landmark service is a 1 and the word a 0.
So, I will be posting this same review on all sights. Below is my account so you understand my frustration and loss today 6-12-2021 11:34 am.

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Landmark Home Warranty is in breach of their contract for not performing pool repair services and subsequently the business charged my credit card without my authorization. The service contract covered swimming pool equipment as part of their Total Protection that includes working parts and components .. pool pump and motor .. but the business decided to breach their warranty agreement and charged my credit card for a service call without a verbal authorization. The pool equipment was contractor reported as a verifiable (extreme, worst ever screeching and water cavitating) breakdown, totally inoperable equipment and not functioning in any normal condition which was contrary to their response and authorizations assessment that follows.

Landmark reply received August 26, 2020 - Thank you for bringing this information to our attention and allowing Landmark the opportunity to review your situation firsthand. Our top priority is your satisfaction, and we apologize for the frustration regarding longer than normal hold times and the outcome of your service request. Please note Landmark Home Warranty will only repair or replace a covered item if it has become inoperable, and a verifiable breakdown is present. In your situation, a pool service contractor assessed the pump you reported was making a loud noise. The contractor advised Landmark that while the pool pump is noisy, it is still performing at full capacity and no mechanical breakdowns are present. Thank you again for your understanding with respect to coverage and allowing Landmark the opportunity to provide you with this additional explanation. Landmark Home Warranty

Today is 21 days without an air conditioner in August, in Tucson, AZ with record high, triple digit, numbers! The AC unit is old and Landmark will replace the AC unit but not the coils or furnace! The new unit is not compatible with the old coil system so it HAS to be replaced but, get this, because nothing is WRONG with the coils Landmark will NOT pay for it to be replaced. I know, you too are scratching your head, because you understand if they aren't compatible the coils have to be replaced. Loop hole, after loop hole is what this company is about!

Oh! and the $200 credit they promised towards a portable unit was a lie - they sent me a check for $135! And don't even get me started with the phone hold times or no response to emails.

Don't use this company!

Landmark Home Warranty, LLC Response • Aug 29, 2020

Thank you for bringing this information to our attention and allowing Landmark the opportunity to review your situation firsthand. Customer satisfaction remains at the forefront of our priorities, and we truly apologize your frustration regarding the timeframe involved to authorize the service request for the air conditioning system and delay in sourcing replacement equipment. Please note in accordance with the terms of the service plan, Landmark covers for breakdowns of systems and appliances that have become inoperable due to normal usage. The service contractor advised that the condensing unit is not repairable and reported to Landmark that there is no malfunction to the evaporator coil; however, the coil requires replacement to ensure compatibility with the new condenser. Please know we have received your request for the cash in lieu of repairs through the warranty and promptly processed a check on your behalf. Thank you for allowing Landmark the opportunity to provide you with this information. Landmark Home Warranty

Fred F was very friendly and profesional in helping me renew my home warranty.

Landmark Home Warranty, LLC Response • Aug 27, 2020

Thank you so much for the 5 star review and providing such wonderful testimony regarding your customer service experiences with Landmark Home Warranty and Fred! Customer satisfaction is our number one priority and it is always our most distinct pleasure to assist you with all your home warranty and home services needs. Please know Fred enjoyed speaking with you and your review really made his day. On behalf of the Landmark team, thank you again! We truly value for loyal business over the last 5 years and look forward to serving you in the future. Landmark Home Warranty.

Landmark Home Warranty service claim coverage was extremely lacking and NOT acceptable for defective pool pump when denied repair even though item was covered by purchased policy - had to wait more than 3 weeks and was on hold multiple times for more than one hour each time.

Landmark Home Warranty, LLC Response • Aug 26, 2020

Thank you for bringing this information to our attention and allowing Landmark the opportunity to review your situation firsthand. Our top priority is your satisfaction, and we apologize for the frustration regarding longer than normal hold times and the outcome of your service request. Please note Landmark Home Warranty will only repair or replace a covered item if it has become inoperable, and a verifiable breakdown is present. In your situation, a pool service contractor assessed the pump you reported was making a loud noise. The contractor advised Landmark that while the pool pump is noisy, it is still performing at full capacity and no mechanical breakdowns are present. Thank you again for your understanding with respect to coverage and allowing Landmark the opportunity to provide you with this additional explanation. Landmark Home Warranty

THE FOLLOWING TEXT APPEARED IN AN E-MAIL I SENT TO DAVE H, CEO OF LANDMARK HOME WARRANTY.
Dave H, CEO
Landmark Home Warranty
Dear Mr. H
I was told you are a very reasonable man, therefore I am sending this e-mail to you. We are really very disappointed with Landmark and the poor customer service that we have received.
We bought a house in Texas just over 2 years ago. The house is presently a rental and we have the best folks you could ever find for tenants. Subsequent to the closing on our home, I contacted our realtor. I asked her for a recommendation for a home warranty service and she recommended Landmark. We had used Sears for the past 37 years and never had a problem with them. Unfortunately, we didn't know if Sears was going to remain in business or not, therefore the next logical step was to try someone new; hence Landmark.
When I called Landmark, I spoke with a young sales representative. He was very enthusiastic and knowledgeable. He explained that my warranty would cover repair or replacement of any covered item. In simple terms, if an appliance couldn't be repaired, Landmark would replace it with a new one. As you will see very shortly that didn't happen!
In early April we called Landmark with a service request for our double-oven in the kitchen. It seemed that the lower oven had stopped working altogether and the upper oven door wouldn't close all the way. Landmark sent out a technician from Durham Contractors. The technician diagnosed the problem as a faulty "motherboard" and a pair of worn out hinges. He told us that he could order the hinges, however due to its age, the motherboard that we needed was no longer available. We were told that the existing oven would probably have to be replaced with a new one.
After our initial contact, I waited for a call from Landmark or Durham Contractors so we could correct the problem. The call never came and 2 weeks had already transpired. I realized that the outbreak of the coronavirus had slowed down, if not shut down many businesses. I also realized that many of your employees had been reassigned to work from their homes and answer incoming calls, so what happened? Why weren't they answering their phones?
I spent the next month on the phone trying to get in touch with a "live" person at Landmark, but to no avail. If I called Durham Contractors they would just refer me back to Landmark and we would start this whole process all over again. I spent several hours on "hold" calling on both my landline and cellphone simultaneously and leaving both devices on speakerphone waiting for someone to pick up. After an hour on hold I would hang up and try again in a day or two. If you were able to through to a live person or voicemail, no one would return your call as promised.
*As a side note Mr. H I would urge you to call Landmark Home Warranty from an outside phone number and see if your wait times have improved any or not. I did, and there have been no changes or improvements made to date. My last call took me 55 minutes to reach a live person. No customer (those who are listed here or my wife or myself) deserves to be treated in such a disrespectful manner as Landmark has treated many of it's customers; particularly when your mission statement is to provide excellent customer service.
After all of this, I clearly I was getting nowhere, so I called Durham Contractors once again. I explained to them what had happened and their employee said they we're having the same problem with Landmark as well.
I was subsequently provided with an inside phone number for Landmark. I called it and after a 30 minute wait, I finally got through!
I explained to your employee what had occurred so far. I further explained that I did not want to cashout, but simply wanted to have the oven repaired or replaced as soon as possible.
I was told that repair at this point was no longer an option, I would have to accept a new GE double oven (GE JTD5000DNWW) to replace our oven (GE JTP56WAWW) or take the cash instead.
This was a no brainer! I opted for the replacement oven (that you had offered) only to learn that it was too large for our cutout and wouldn't fit. I did find a Kitchen aid double oven that would fit our opening in the kitchen, but Landmark's position was firm and they wouldn't budge.
Stuck with a hard decision, I could either accept a check for $1,377.00 (which included $65.00 toward installation) or walk away with nothing. I chose to take the check.
While all of your employees were professional, none of them seemed to want to put any real effort into settling my claim. One in particular watched out for Landmark's interest while still trying to find a workable solution for me. Unfortunately that just didn't happened!
I don't feel one bit satisfied with the lack of integrity and honesty shown by Landmark. I expected them to stand by their pledge "If we can't repair it, we will replace it" Imagine if this were summertime and your air conditioning went out or winter time and your furnace went out. Is this the level of service you would come to expect from Landmark?
Mr. H I can provide you with another 10-15 pages of e-mails or your staff can do the same thing.
As I said in the very beginning, I was told that you are a very reasonable man. I ask that you take a very reasonable look at my claim, allow me to purchase the Kitchen aid double oven that I had previously mentioned, cover the cost difference between the $1,377.00 that I have already received and the remaining balance for the new oven and I'll be happy.
Respectfully submitted,
GeorgeA
SYNOPSIS
Landmark knew that I just wanted to repair my oven if possible, or replace it if necessary. I did not want to take the cashout option, but when the cash offer was made I was told by Landmark "To take it or leave it" What would you do? I took the cash to apply toward a new oven.
Thats when I also learned, that after all those months of frustration, Landmark had finally found a replacement oven for my kitchen, one that would both fit our cut out and work for us. Apparently after all those months of trying to resolve this issue with Landmark, my time really counted for next to nothing! Landmark remained firm on their cashout offer and wouldn't budge and they ended up saving an additional 60% off the cost of a new oven by doing so.
In reading over other customer complaints, there certainly appears to be a pattern of poor service and poor behavior on the part of Landmark. Based upon my experience I would never do business with them again.
Should you encounter a problem with Landmark, contact their CEO Dave H perhaps he can help.
Best of luck.

Landmark Home Warranty, LLC Response • Aug 26, 2020

Thank you for the feedback and allowing Landmark the opportunity to review your situation firsthand. Customer satisfaction is our top priority and we sincerely regret your frustration with the oven service request and the replacement process. Please note when replacement is required, Landmark is responsible for installing equipment comparable in features, capacity, and efficiency. Landmark is not responsible for matching identical colors, brands, and dimensions, or any features that do not contribute to the primary function of the covered system or appliance. In your situation, our Fulfillment department located and offered a replacement unit which matched the primary features and functions of the unit, and also offered a check in lieu of replacement as a secondary option. In honor of your request on July 10, Landmark issued a check in amount of $1,377.00 and per the terms of the service agreement, once cash in lieu is provided, Landmark Home Warranty is no longer responsible for repair or replacement of the system or appliance. Please know it is always our sincerest intent to operate in good faith in our efforts to serve you and within the parameters of the warranty agreement, and we appreciate your understanding. Thank you again for allowing Landmark the opportunity to provide you with this additional explanation. Landmark Home Warranty

What a load of Landmark c[censored]. I agree with you and think Landmark is about is sneaky and dishonest as they come.

Horrible customer service. Be prepared to wait 7-14 days for completion of any repairs. Call center wait times average 1 hour before speaking to an agent. Customer for 7 years. Final straw was standard request to evaluate split A/C system. System is original installed by builder 22 years ago. Landmark said this A/C system is NOT covered because it was not maintained properly and the as-installed configuration is faulty. Really?? An A/C system running for 22 years, and still functioning in the brutal Texas heat was not well maintained? Give me a break. What else could you ask for? Landmark did not survey the installed configuration before issuing coverage, and now after 7 years they say it is not covered due to install design. BEWARE - steer clear of this company. I would not recommend Landmark Home Warranty to anyone. Do yourself a favor, set aside the monthly premium amount in savings and use that for repairs. You will be much happier, get better service hiring your own service contractor, and won’t have to deal with surly service agents if you can ever get a live one on the phone. They read a script anyway, there is no value in talking with them. Sorely disappointed....

Landmark Home Warranty, LLC Response • Aug 21, 2020

Thank you for bringing this information to our attention and allowing Landmark the opportunity to review your situation firsthand. Our top priority is your satisfaction, and we apologize for the frustration regarding longer than normal hold times and the outcome of your service request for the air conditioning system that was not covered. In your situation, two service contractors have assessed the unit you reported is cooling, but running in longer than normal intervals. Both contractors advised the evaporator coil is impacted with buildup and requires cleaning. However, due to the age of the coil both contractors recommended replacement. Please note in accordance with the terms of the service plan, Landmark covers breakdowns that have become inoperable due to normal usage, and malfunctions that are a result of maintaining equipment according to manufacturer specifications are not covered. Thank you again for your understanding with respect to coverage and allowing Landmark the opportunity to provide you with this additional explanation. Landmark Home Warranty

My air conditioner stopped working on August 29 at 8pm, I went online and filled out a "request repair", Thursday afternoon a contractor from Vail arrived, determined the air conditioner needed parts to be repaired. Four days later I called the contractor to find out what is needed to move this along and have yet to get a returned call from him. I have called Landmark, waiting on hold a minimum of 55 minutes, 4 separate times, I have emailed Landmark several times and received a generic "we are sorry you are unhappy" email. I still don't know what needs to be repaired or if I need a new unit! No one will take the time to call me!

Their phone staff is very polite and I even had 2 ladies follow up with me status reports (one even tried to contact the contractor and got no answer) and I was offered a $200 reimbursement towards a portable AC Unit. It is 105 - 108 outside and my inside thermostat reads 83 -86 during the day.

The last status was via email on August 6 that I should hear from the contractor within 24 to 48 hours but being that the weekend was coming I most likely wouldn't hear from him until Monday. Today is Tuesday, August 11, 8:47 pm and my air conditioner is still not repaired. Thursday will be 14 days without air conditioning! There is no excuse for poor communication by a company this large. The contractor they chose for this job is just as unprofessional.

If you are covering plumbing or small stuff I'd say go ahead and use this company, but based on my experience with a broken air conditioner I say Beware! They got 2 stars only because their phone staff were very pleasant and understanding.

Landmark Home Warranty, LLC Response • Aug 20, 2020

Thank you for bringing this information to our attention and allowing Landmark the opportunity to review your situation firsthand, and also taking the time to speak with us and provide such valuable feedback. Our top priority is customer satisfaction, and we sincerely apologize for your frustration regarding communication and our delay in sourcing the replacement condensing unit. Please be assured we are working closely with the contractor to ensure that a mutually convenient appointment is scheduled to replace the condenser once retrieved, and we are committed to keeping the line of communication open with you and monitoring the request through to positive resolution. We truly appreciate your patience and understanding and thank you again for the opportunity to serve you. Landmark Home Warranty

Anyone considering a home warranty contract with Landmark Home Warranty LLC should stop and go find another company. In two months, I have had nothing but negative experiences with Landmark that directly contributed to our home and family being without hot water for a month and without any running water to the home for 11 days -- 6 of those days directly due to failure of Landmark representatives to update my file with a contractors report containing the second opinion on our leak. Due to that failure (on a Thursday), no one in the Landmark system that I called for the next 5 days was able to see in the system that the report had been received, and everyone told me we would just have to keep waiting. It wasn't until the following Tuesday that they recognized the issue.

On top of that, each phone call to Landmark started with no less than 35 minutes on hold, often as long as 50 minuets before a representative answered, often to put me on hold immediately again.
And the final cherry on top of this horrible situation is that Landmark is denying coverage for the problem by redefining terms in my contract without providing documentation or justification for doing so.

11 days without running water. 11 days without the kind of sanitization and hygiene recommended by the CDC. During summer. During a pandemic. And Landmark representatives never once recognized this as a situation that merited emergency attention. One employee treated me as being unreasonable for even asking that the issue be escalated, and they then told me our situation wasn't an emergency.

Their employees have told me that I am wasting their time, they have ignored my pleas for a faster response, their internal failings with reporting and keeping files updated directly contributed to nearly a week of no water in my home, and they take liberties with the terms of the their contracts. I believe they have serious systemic problems in their company, and I hope anyone considering a warranty with them decides against it. Pick another company. This one has shown itself to be inconsiderate of the situations of their customer and unable to resolve serious situations quickly.

Landmark Home Warranty, LLC Response • Aug 20, 2020

Thank you for bringing this information to our attention and allowing Landmark the opportunity to review your situation firsthand. Your feedback is extremely important, and we sincerely regret the delay in communication and frustration regarding the outcome of the initial service request for the water heater, and subsequent plumbing system request to address the leak in the guest bathroom. Please note per the terms of the service plan, Landmark will repair or replace covered systems whose malfunctions precede the effective date if a home inspection was performed and in proper working order, without any indication the covered item was in need of service. In your situation, the inspector noted the water heater would not turn on at the time of the inspection, recommending evaluation by a professional prior to closing on the home. Based on our conversation, the unit was not evaluated, and coverage was not extended under the Landmark plan due to the malfunction that predated the policy start date. In addition, the contractor who assessed the leak in the guest bathroom, discovered a leak in the wall after a trim nail was removed from the waterline. Landmark will repair or replace systems that have become inoperable due to normal usage, not as a result of an accident, and this service request was not covered by the Landmark plan. Thank you again for your consideration and understanding with regard to coverage, and allowing Landmark the opportunity to provide this additional explanation. Landmark Home Warranty

We are very disappointed with the service from both Landmark Home Warranty and their contractor, Suncoast Appliance in Houston Texas. We submitted a request for service on our oven on July 6, 2020. Suncoast has been to the house twice and now, 5 weeks later as of tomorrow, still do not have an operational oven. The last appointment was on July 24, 2020 and we have not heard from either LHW or Suncoast since that visit.

Calls to Suncoast Appliance are not returned, if you are fortunate enough to be albe to leave a message. Often their voice mail is full and cannot take additional messages. They text appointment times without checking your availability. The second visit the time was changed from 8am-12pm, to 12pm to 5pm, with less than 24 hour notice. The technician was an hour late (6pm) without notice from the company. I have texted (number is apparently for texts only) asking for update on our oven, but no reponse to that either.

Landmark Home Warranty's Customer Service has also been unresponsive. I attempted to call last week, was on hold for over 25 minutes before being disconnected without the ability to leave a message, nor have they have not responded to 2 emails.

We have been customers for over 6 years, and during that time the service, if not great, has at least been satisfactory. Apparently that is no longer the case.

Landmark Home Warranty, LLC Response • Aug 20, 2020

Thank you for bringing this information to our attention and allowing Landmark the opportunity to review your situation firsthand. Your feedback is extremely important, and we sincerely regret your frustration regarding service delays and communication in our attempts to repair the oven. It is our constant endeavor to ensure your calls to Landmark are answered as quickly as possible, and we appreciate your patience in holding during times of larger than normal call volume. Please know we have emailed you a replacement offer for the oven and we look forward to your decision regarding the options Landmark has presented. Thank you again for your consideration and patience throughout this process. Landmark Home Warranty

I was trying to renew my warranty online but unsuccessful in logging on. I called Landmark's customer service and told Fred F of my issue. He discovered that I had not set up an online account and set it up for me, in addition to directly processing my renewal. It was a genuine pleasure working with and learning from Fred, all within 10 minutes of phone conversation.

Landmark Home Warranty, LLC Response • Aug 11, 2020

Thank you so much for the 5 star review and providing such positive testimony regarding your customer service experiences with Landmark Home Warranty and Fred! Your satisfaction is our number one priority, and it is always our most distinct pleasure to assist you with all your home warranty and home services needs. Please know your review really made Fred’s day, and he appreciated the opportunity to speak with you and offer his personal assistance. On behalf of the entire Landmark team, thank you again! We truly value your continued business and look forward to serving you again. Landmark Home Warranty

Alex J was very helpful & professional with my sign up. However, after reading some of the reviews below, I'm a bit skeptical now as 95% of them are all negative. Making me think twice about keeping this policy.

Landmark Home Warranty, LLC Response • Aug 10, 2020

Thank you for the review and providing such thoughtful comments regarding your customer service experience with Landmark Home Warranty and ***! Your satisfaction is our number one priority, from the first call for service to the completed repair, and it is always our distinct pleasure to assist you with all your home warranty and home services needs. On behalf of the entire team, thank you again for entrusting Landmark. We truly value your business and look forward to serving you in the future. Landmark Home Warranty

Not helpful at all, I live in Houston where the heat index is 105 today and tomorrow marks 2 weeks with no air conditioning. I would not reccomend this company to anyone

Landmark Home Warranty, LLC Response • Aug 07, 2020

Thank you for bringing this information to our attention and allowing Landmark the opportunity to review your situation firsthand, and please accept our sincerest apologies regarding the delay in service and communication, and frustration this caused. Thank you also for taking the time to speak with our representative. Please know we have processed a check you can apply towards the repairs you had completed for the air conditioning system. Thank you again for your patience and consideration, and allowing Landmark to provide you with this information. Landmark Home Warranty

We have been without a stove since May 25th. We submitted a claim on 5/27 for our stove and dishwasher and have yet to have any resolution. In fact, we are now being told that we are out of their service area and have to reopen a new claim and find our own contractor. This is after someone already came out to our home to diagnose the issues and had parts ordered. The back and forth is ridiculous and we have spent a total of 10 hours on hold over the last 2 months, not to mention the dropped calls once waiting to speak with a supervisor. We have paid our monthly fees + our service fee and still are without a working stove. At this point I am at a loss and am hoping by posting here someone may see this and help. If I am out of the service area, then I should have been told this so I can find a Home Warranty company that can service me. In addition to this, we had our AC checked for it's annual maintenance and technicians said everything was great. Once they left, my husband went into the attic to find AC tape removed, and the workers Sonic cup. They removed tape that kept the pipe going from the drip pan connected, therefore water was leaking down into our wall where our AC filters are. He was able to fix this himself luckily, because Landmarks management team offered no solution. I expect to be reimbursed my service fees and for Landmark to find a contractor in my area, or just order the parts the previous technician said was needed. I should not have to be calling around to find someone to service us when the issue was already diagnosed. Please help! We have been speaking to someone named Sherry- but nothing has been resolved

Landmark Home Warranty, LLC Response • Jul 30, 2020

Thank you for bringing this information to our attention and allowing Landmark the opportunity to review your situation firsthand. Our top priority is customer satisfaction and to service you as quickly as possible, and we apologize for the frustration. In some instances, and to ensure swift repairs, Landmark may offer the option of finding your own contractor to diagnose your system or appliance. We then ask that you provide an itemized receipt documenting the malfunction in order for Landmark to authorize repairs. Please be assured we have received the invoice you have submitted and we are actively working to determine best next steps. Thank you again for your patience and understanding, and for allowing Landmark the opportunity to serve you. Landmark Home Warranty

Landmark Home Warranty, LLC Response • Jul 30, 2020

Thank you for bringing this information to our attention and allowing Landmark the opportunity to review your situation firsthand. Our top priority is customer satisfaction and to service you as quickly as possible, and we apologize for the frustration. In some instances, and to ensure swift repairs, Landmark may offer the option of finding your own contractor to diagnose your system or appliance. We then ask that you provide an itemized receipt documenting the malfunction in order for Landmark to authorize repairs. Please be assured we have received the invoice you have submitted and we are actively working to determine best next steps. Thank you again for your patience and understanding, and for allowing Landmark the opportunity to serve you. Landmark Home Warranty

Customer Response • Jul 31, 2020

We still have not received approval, so we have not been able to order the parts needed for our range. We issued our claim on 5/27, it is now 7/31. This is unacceptable. Please approve so we can have our contractor order parts and do the repair.

If I could give zero stars I would. Worst home warranty company ever. We have been without AC for over 2 weeks. Everytime we call to check status we are on hold for at least 1 hour or more and in the end still no answers. Landmark said they ordered a part for AC last week and was to ship to the vendor. They can't provide an ETA, said there is no tracking number on the order. Call the AC vendor company and they said the warranty company did not provide them tracking. They even said they sit on hold for 2 hours trying to get an update. I'm in Texas and this weekend we are supposed to hit triple digits. I have a small child, working from home due to to Covid. This is totally absurd. Sitting on hold as I type this. This company needs to be dismantled. Total waste of money to be treated like this.

Landmark Home Warranty, LLC Response • Jul 16, 2020

Thank you for bringing this information to our attention and allowing Landmark Home Warranty the opportunity to review your situation firsthand, and being so receptive to our efforts of assistance. Please know it is our constant endeavor to ensure your calls to Landmark are answered as quickly as possible, and we appreciate your patience in holding during times of larger than normal call volume as we create service requests for breakdowns, provide updates, and actively work to obtain equipment for our valued customers. Please be assured we have confirmed a check has been processed on your behalf to complete repairs with the contractor of your choice. Thank you again for your consideration and patience, and allowing Landmark the opportunity to provide you with this information. Landmark Home Warranty

We have used Landmark for the past 4 years and have just renewed our contract. We have been properly serviced on all of our needs. I just renewed with Alex for a fifth year and the process was very easy and quick.

Landmark Home Warranty, LLC Response • Jul 31, 2020

Thank you so much for the 5 star review and providing such positive testimony regarding your customer service experiences with Landmark Home Warranty and Alex! Your satisfaction is our number one priority, and it is always our most distinct pleasure to assist you with all your home warranty and home services needs. Please know your review really made Alex’s day, and he appreciated the opportunity to speak with you and offer his personal assistance. On behalf of the entire team, thank you again for choosing Landmark! We truly value your loyal business and look forward to serving you again. Landmark Home Warranty

After a rocky start to our experience, with an ac repair claim, and looong hold times when trying to get someone on the phone at Landmark, Alicia P came to the rescue by going above and beyond to make sure we got our claim completed in a timely manor. We even had issues with the original contractor who, for some reason, took over a week to send a work order to Landmark for review. Alicia and other staff worked diligently to get the report from the contractor and Alicia even provided alternative options for us, since using the trouble contractor company was not something we were interested in doing. Having no AC in Houston, Texas in July is no fun, we are thrilled to have our Home Warranty and agents like Alicia to rely on!

Landmark Home Warranty, LLC Response • Jul 16, 2020

Thank you so much for the 5 star review and providing such thoughtful testimony regarding your recent customer service experience with Landmark Home Warranty and Alicia! Your satisfaction is our top priority and it is always our most distinct pleasure to assist you with all your home warranty and home services needs. Please know your situation was extremely important to Alicia and she appreciated the opportunity to offer her personal attention to address your concerns, and your positive recognition really made her day. On behalf of the entire team Landmark, thank you again! We truly value your business and look forward to serving you again. Landmark Home Warranty

Landmark Home Warranty, LLC Response • Jul 16, 2020

Thank you so much for the 5 star review and providing such thoughtful testimony regarding your recent customer service experience with Landmark Home Warranty and Alicia! Your satisfaction is our top priority and it is always our most distinct pleasure to assist you with all your home warranty and home services needs. Please know your situation was extremely important to Alicia and she appreciated the opportunity to offer her personal attention to address your concerns, and your positive recognition really made her day. On behalf of the entire team Landmark, thank you again! We truly value your business and look forward to serving you again. Landmark Home Warranty

I've had Landmark for years on multiple properties and had frequently recommended them to people. However, in the previous 18-months the service has diminished greatly. They provide an email address which no one ever responds to. Now when you call you need to be ready to spend a minimum of an hour before speaking to someone for two minutes and then getting transferred, again, and again you are on hold for another 30-40 minutes to be told, its in the final stages and you will get an email in 24-48 hours. But, surprise surprise nothing comes and here I go another hour on the phone.
If the company is overwhelmed or understaffed then some restructuring needs to occur. And good luck on the contractor that comes out. Some are extremely great, but they get hosed by Landmarks lack of communication and response to concerns. Then there are those other contractors that you really get what you pay for.
If something doesn't change in a positive way I will have to take my business to another competitor.
On a final note, to the representatives I do speak to. I don't believe I have had one that was rude nor disrespectful. Unfortunately for them, leadership is failing them and they have to deal with the complaints. To the reps I give a 4.

Landmark Home Warranty, LLC Response • Jul 11, 2020

Thank you for bringing this information to our attention and allowing Landmark Home Warranty the opportunity to review your situation firsthand. Your feedback is extremely valuable, and we sincerely regret the delay in communication and frustration regarding the service request for the microwave. Our top priority is to ensure your calls to Landmark are answered as quickly as possible, and we appreciate your patience in holding during times of larger than normal call volume. Please know we have confirmed the microwave unit requires replacement and Landmark has provided you with replacement options. Thank you again for your consideration and please be assured we take your comments seriously as it helps us in our constant pursuit to provide a level of customer service that exceeds your expectations. Landmark Home Warranties

Customer Response • Jul 11, 2020

Well, like the current trend of Landmark, it took 9 days for Landmark to respond to my concern. Last week when I called to get an update I was advised by a representative that I would receive an email in 24-48 hours with my options. Here, 8 days later I'm yet to receive an email regarding my options as the response from Landmark indicates. I even asked if the time line was actually true and I was assure that yes 24-48 hours. So, I will call again and wait another 50 minutes to get inconclusive answers.

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Address: Riverton, Utah, United States, 84065-0570

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