Landmark Home Warranty, LLC

Hi [redacted] , Thank you for providing Landmark Home Warranty with this feedbackThis has been brought to the attention of our Contractor Relations DepartmentThey will address this situation with the associates and contractors involvedWe apologize about any disappointments in service and want to assure you that management is doing everything possible to ensure that a situation like this does not occur againWe always seek to provide a positive experience in a timely manner for our homeownersIf you have any questions or concerns, please feel free to reach out to me directlyThank you, Elise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Not happy with them. And I'll be doing business with a different firm soon...
They don't really care about their customers - and they rely on very fine print to accomplish their "insurance" goals...
They actually insisted I pay more than $1,000.00 to a plumber to replace my water heater....
"because".....................................

Hello ***, Thank you for providing us with feedback on your service request experienceYour concerns are not taken lightlyWe review all feedback and appreciate you taking the time to provide itHere at Landmark, feedback is the greatest catalyst for change I apologize for this frustrating claim experienceI apologize that Landmark has not met your expectation of service on this claimWe honestly do our best to provide every valued homeowner with a positive claim experience in a timely manner I see that at this time we have been able to offer you the maximum Cash in Lieu for the pump replacement under the warrantyThe CIL was processed and the check will be mailed todayYou can expect to receive it within to business days Again, I am so sorry that you had such a poor experienceI hope you will give us another chance to provide you with the excellent service experience that we always seek to provide Please don’t hesitate to contact me should you have any additional concerns or questionsBest wishes, Elise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Communication (Zach) is great, the company that was sent was excellent as well! This is my first time with Landmark, and everything has been A+ so far!

Hi ***,Thank you for taking the time to speak with me Friday. Per our conversation I am working on getting a contractor to complete the repair right away. I appreciate your patience and am happy to help. If you have any additional questions, please do not hesitate to contact me. Thank you,Elise... N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Complaint: [redacted] I am rejecting this response because: How do you determine functional failure? If the hot water heater produces ANY hot water it is not compromised? Absolutely I did not renew my coverage! What coverage? Sincerely, [redacted] ***

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Sincerely, [redacted]

Hello ***, I understand that you are frustrated with the results of service request number [redacted] I am sorry that Landmark did not meet your expectation for this claimLandmark contacted you on 5/5/with a request for additional informationWe have not heard from you and have not received any information requested to proceed with the review of your claimFrom: Tiffany N [redacted] Sent: Thursday, May 5, 5:PM To: ' [redacted] Wu' < [redacted] >Subject: RE: Service Request # [redacted] Hello ***, I apologize for the delay in my responseAccording to Zillow, your home is currently SQ FTAccording to the information that has been provided to you by our contractor, your home would take a ton or at most a tonDo you by chance have a copy of the load test? I would be more than happy to look that over for youThe reason I ask for a break down is to compare the diagnosisLandmark follows our contractor’s professional opinions and our decision is made according to their diagnosisI understand there may be times they may have misdiagnose the issue, and we want to make sure the diagnosis is correct and accurateIf you feel this is unnecessary information to provide I will not be able to reconsider our offerAt this time, Landmark’s final offer will be the $that your No Fault coverage will help to cover this repairRespectfully, Tiffany N [redacted] | Senior Claims Manager | Landmark Home Warranty If you would please provide the above information, Landmark can proceed with the review of your claimBest wishes, Elise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Mr***, Thank you for reaching out to Landmark home warranty via the Revdex.comI am concerned you have had a negative experienceI see that you have been working with Aida a manager here at Landmark to assist in your troublesThe latest update we have is that there is an appointment scheduled on 5/31/to resolve the issue I can see how this has been a frustrating experience for you, and on behalf of Landmark I apologize that you have had to endure thisIt is my job to be sure we work within the warranty guidelines equitably and strictlyThis is so that we are consistent and fair to all homeowners I will continue to watch this, and if you feel that Aida has not provided a satisfactory resolution to your current situation, please let me know, so that I may look further into this claimI will advise that currently we are within the warranty terms, in that Landmark is not responsible for consequential or secondary damage, including consequential damages due to a service contractor’s conventional repair efforts of the primary item I want to be sure you are taken care of and that this is completed as timely as possiblePlease contact me directly for any additional issues or concerns, so that I may address them appropriatelyYour feedback is very valuable to Landmark, as you are the best catalyst for changeI know that you are frustrated and I will do my best to work within the warranty terms to assist you Thank you, Candace P [redacted] cp***@landmarkhw.com

Complaint: [redacted] I am rejecting this response because:TemperaturePro told Landmark Home Warranty (Melissa) that there is a building code and I needed to replace the ladder to the atticTherefore, I told her I would not pay to have it replaced for his convenienceMelissa stated if I do not install the ladder Temperature Pro wants, she would close the service request I called the city and spoke to a inspector which stated I did not need to install another ladder to the atticThe inspector then called Temperature Pro asking them not use there is a building code to just tell me the truthFrankly, the repairman is overweight, had difficulty getting in the attic and was out of breatheI asked him to send the previous repaiman only to find out his repairmen are resigning from the company Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: After receiving notice of the overturned denial, I was notified I would need to pay an extra to complete the repairAn email from a Landmark Claims Manager below was the explanation.Hello,Following our conversation here is the breakdown of out of pocket cost and also a copy of the warrantylbs of R$450.00hanging kit $125.00second man labor $160.00float switch *missing [redacted] $95.00secondary drain pan $10.00==========================================Total OOPC: $840.00Landmark is Covering: Air handler Heat Strips Freon Drain Pan Duct Transition Labor Please let us know of your decision if you want us to move forward with this repair Thank you, The charges are contradictory to the Plan Brochure providedThe email also had contradictory infoI am being charge for R22(Freon), for second man Labor and for secondary drain panAccording the the email Landmark is covering Labor, Drain pan and FreonThe brochure attached states things are covered and when repair or replacement is needed, Landmark chooses their own specifics on coverageThe Value Plan info is misleading and fraudulentHow can you claim to cover items and change terms to suit you in time of repair? Sincerely, [redacted]

Hi ***, I am sorry that this situation has been so frustrating for you. I know you are disappointed in the service you were provided. When Landmark was provided the misinformation on the tonnage, we did proceed to assign a 2nd opinion contractor. He was not sent out when we found out that you had your unit repaired on your own. As stated previously, Landmark requires one of our independent contractors to perform the diagnosis. We also do not reimburse for work done outside the warranty. You chose to hire your own contractor instead of following the procedures as stated in the warranty. Landmark has followed procedure and is not liable for work you chose to have completed by your contractor. Again, I am sorry for this frustrating situation. I know you are disappointed. We honestly do our best to provide a positive experience in a timely manner for all of our homeowners. Thank you, Elise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Complaint: [redacted] I am rejecting this response because: They put my health and safety in jeopardy I had company visiting that were elderly and could not travel the stairs to get upstairsThey talk about circumstances, I had a death in the family if that is NOT an AB-circumstance what is? My home was degrees inside Friday evening when the Arizona sun is NOT out and shinning, what would the temps be the following day?I could not wait and see but I guarantee it would go degrees higher and be OVER degrees in no timeNothing about this was circumstances and all they quote is circumstancesThey reached out to contractors, that does not constitute treating it as an emergency on their end They got no response from one and a day wait from another They DO NOT reach out to contractors in MY AREA and therefore are not able to get anyone in any soonerI offered to pay the emergency fee b/c I NEEDED air conditioning for my family and dog! They don't have adequate managers on the weekends to approve requests or get in additional help There was nothing that they offered to help me.I've worked w/ the weekday crew before and there are managers on duty to answer calls and help situations, there is NOTHING during the weekend, they all said they couldn't approve anything and would have to wait for Monday's managersTheir contract is unjust and not fair to consumers Sincerely, [redacted]

Landmark has really improved in the last year. The vendors have been great. First couple of years were not so good but great customer service and communication!

I have had Landmark in this home for 3 years and in a previous home for 3 years. In that time, I have needed service for several issues including: HVAC, refrigerator, dishwasher, washing machine. They try to send the same repair companies I have used in the past. One time they scheduled a different company, I googled the reviews on that company and found them to be bad. I called LMHW and asked to have the one I have used in the past instead. They quickly changed the service request. I have, always, had good customer service and the companies used for repairs have been timely and got the job done. The one time I had an issue with replacement of the refrigerator, they admitted fault and corrected the issue. I would recommend them!!

We've only used Landmark to rekey our new house. They were fast, professional and was much more reasonable than hiring a Locksmith.

BUYER BEWARE*** We purchased our home the end of July. Our agent made the mistake of getting our home warranty through Landmark instead of Ibex and it has been an absolute nightmare! They have tried to find every loophole under the sun to use to deny coverage. We have paid them $180 for technician service calls and have then had to pay an additional $5,000 out of pocket. We have not even been able to move into our home yet. When we bought the home, we had a home inspection done and it came back with no major issues. We then requested a home warranty be purchased on top just for the added peace of mind. Since then we lost the neutral in the power supply, we were without electricity for 1 week waiting for it to be fixed. Around the same time temperatures started to drop and when we went to turn the furnace on we found out that the furnace was not working. It is somewhere around the age of 15-19 years old. We have now been over 1 week with no heat in the house and all claims are being denied. The home warranty is absolutely worthless as they are trying to use every excuse they possibly can to not pay for the issues. They have said that there is no way the furnace could have possibly gone out due to old age and so therefore they are denying coverage. For anyone looking to purchase a home warranty for peace of mind with a new home and not knowing what might come up as you are trying to get settled in, do not by any means purchase from Landmark! You will spend hours on hold, have to call multiple times to get updates and try to get to someone who will actually help you out and then you will still get nowhere. Their warranty is an absolute scam. Even requesting service calls and remedies for items listed specifically in their contract and policy, they will find every which way they can to twist the situation and get out of paying for the claim They manage to find loopholes to justify not paying for anything. $5,000 dollars out of pocket and they are unwilling to pay anything. (Correction, they offered to pay $650 of the $1,700 that was spent to fix the electrical because it was done by someone other than their contractor whose bid was more expensive to begin with.) Very, very unsatisfied with Landmark and the way they handle claims. I will never use them again and would highly recommend others to look elsewhere.

We purchased a home warranty through Landmark Home Warranty (LHM). Within 3 months our furnace blower had gone out and we had no AC. LHM sent out one of their contracted service repairman who recommended the entire furnace be replaced. LHM first denied the claim saying it was a pre-existing issue. We provided our home inspection which indicated otherwise and the contract states they should be covering pre-existing conditions if the unit was in working condition at the home inspection, which ours was. We pushed back and had our claims escalated, and then were told they were denying the claim because we hadn't "properly maintained the furnace". Not sure what we could have possible done in the 10 weeks we had lived in the home to break the furnace, but they stuck with their story.

We filed a complaint to the Utah Insurance Department (https://insurance.utah.gov/complaint). They were extremely helpful! They investigated our claim and determined that LHM should have replaced our furnace. We received a check in the mail from LHM within a few days.

If any of you are experiencing claims being denied that shouldn't be, I HIGHLY recommend you submit a complaint to the Utah Insurance Department. There is no cost. You don't have to go to small claims court or pay any legal fees.

My kitchen sink backed up on a Thursday evening, I called LWH and they gave me the number of a plumber to call. I called the plumber and LHW had already contacted him. I set up an appointment for someone to come out the next morning. The plumber arrived at the appointed time and had the drain cleared in less than an hour. I paid my deductible ($60.00) and LHW paid the plumber ($200.00). LHW and the plumber were both very friendly and professional. I have no problem recommending them to anyone looking for home warranty insurance.

THE WORSE HOME WARRANTY TO EVER HAVE!! IF YOU ARE LOOKING FOR HOME WARRANTY DO NOT GO THROUGH THIS COMPANY!

- WORSE CUSTOMER SERVICE
- THEY TRY TO GET OUT OF COVERING EVERYTHING
- IF YOU TELL THEM WHAT HAPPEN, THEY WILL TELL YOU YOU NEED TO FIND A CONTRACTOR, PAY THE CONTRACTOR FEES, THEN CALL THEM BACK AFTER THEY DIAGNOSE IT TO SEE IF THEY WILL COVER ANYTHING.

- I JUST RECENTLY BOUGHT MY FIRST HOME SO WE JUST ROLLED OVER THE HOME WARRANTY THAT THE PREVIOUS HOME OWNER HAD. I HAVE A GLASS TOP STOVE THAT CAME WITH THE HOME AND WHEN I CALLED THEM TO LET THEM KNOW THAT THAT GLASS ALL OF A SUDDEN CRACKED DUE TO A SHORTAGE THAT THE CONTRACTORS FOUND IN THE BURNER LANDMARK SAID THEY ONLY COVER PRE EXISTING ISSUES, SO THEY ONLY PAID TO FIX THE SHORTAGE BUT NOT THE CRACK ON THE GLASS TOP BECAUSE THAT IS A NEW ISSUE.

- NOW MY GARAGE DOOR WILL NOT GO UP AND AGAIN LANDMARK IS PUTTING ME THROUGH HELL TRYING TO GET THIS PART FIXED SAYING I NEED TO CALL A CONTRACTOR TO GO DIAGNOSE THE ISSUE, THEN I NEED TO CALL THEM BACK TO LET THEM KNOW OF THE DIAGNOSIS AND THEY WILL DETERMINE IF THIS WILL BE COVERED UNDER MY WARRANTY ! I JUST BOUGHT THIS HOME AND THIS HOME WARRANTY COVERAGE IS BT AND JUST WASTING MY MONEY AND TIME!

I WILL NEVER RECOMMEND THIS COMPANY TO NO ONE!