Landmark Home Warranty, LLC

As of the date of this review (2019-09-25), my experience with Landmark Home Warranty has been exceptional. They're staff is uber friendly, they "require" communication after they've dispatched a repair call for you to ensure the visit goes successfully. I'm really surprised, they rating is so bad on this site. Either I'm lucky or they've overhauled their service. Either way, they get two thumbs up from me up to this point.

Service in generally great. I was very annoyed that two $60 service fees were required for my annual air conditioner tuneup.

The service I received was prompt and efficient. Landmark responded almost immediately, and service was scheduled the next day by the Drain Surgeon company. Rich looked at the water heater, told me it needed to be replaced and contacted Landmark with other related items that needed to be replaced and they approved him to do the work. He was polite, supporting, efficient, clean and thorough. Many of my friends told me good luck with my home warranty because their warranty companies were so unwilling to be useful that they paid for their problems to be solved out of their pocket. That was not my experience at all.

My complaint is against LHW due to the denial of a claim. We first tried to purchase a warranty in June of this year. We had previously had LHW and were satisfied with their performance. However when we tried to purchase the warranty, the customer service rep emailed the contract to an old Emil address and we did not receive it, then we departed on vacation and were out of the area for a number of personal and family reasons. When we returned, we discovered that we had not received the new policy and in Aug, I requested and established a policy.
Fast forward to 13 Sep (yes it was a Friday) and I called to report that upon our return home our AC unit was not working. I was asked when it stopped and I honestly replied that we had arrived home at 9:00 pm the previous nite and found it not cooling. They took the claim and had someone come to check it out and low and behold it wa a bad compressor. The contractor stated that they would be in contact shortly with a decision from LHW and that they depended on them for authorization and parts and it could take between 3 days and 3 weeks to determine the course of action. On 16 Sep. I was contacted by LHW and told that since I had told them that I noticed the issue on the previous evening, the claim was Denied as a pre-existing condition. And that if I had told them it happened 3 hours later it may have been covered. We discussed the issue and the CSR stated that it would be discussed with a manager and they would be back with me before the end of the day. I called the next afternoon since they didn’t contact me and was offered $350.00 to settle the claim. I requested that my policy be canceled and the purchase price refunded, as that amount was almost double the amount offered and since I was going to have to replace it myself it made more sense..
This is all very troubling to me. We liked our previous interactions but felt violated this time around. Instead of being know for customer service it is now all about the dollars.
My wife is a very successful and well known realtor in our area and repeatedly recommended LHW to her clients which have purchased based on that recommendation, not any more. LHW has not performed in a manner that I can recommend and will most certainly make sure that potential clients are aware of the current approach LHW has to conducting business.

We just purchased a home and within 3 weeks of buying the home, dishwasher stopped working. We submitted the claim and paid the service call fee. Repairman came out, ‘cleaned’ it because of hard water build up and junk in drain and said it should be good to go. Landmark called and said that a ‘cleaning’ wasn’t included but they’d do us a favor and pay for the service call anyways (remember how I paid the $60 fee already?). Well, we ran the dishwasher after it was ‘fixed’ and it still didn’t work. We didn’t trust Landmark to do their job correctly and I wasn’t going to pay another $60 to them so we bought a new dishwasher. Don’t waste your money on Landmark like I did.

Timely responds to claims allowing work to be done immediately.

Friendly, efficient and trustworthy. I never need to worry about home repairs since being a customer.

My wife and I recently purchased a home and were forced to choose a home warranty. This company was recommended to us. Do not go with this company. I have tried at least four time to correct my email address with them and have yet to receive an email from them. We have tried to submit a service request, but are unable to follow up on it because of the poor communication. They do not understand what warranty usually means and base their contractual service on "initiating" service. To clarify, the company I work for bases our warranty coverage on if the damage was caused by the customer or something else, and in regard to service time, we are obliged to be on site by a certain time and have the issue resolved by a certain time (barring the need to order parts). Landmark Home Warranty will only cover normal use, and not other incidents beyond the control of the customer (e.g. a power failure, storms, "acts of God", etc.). Also, they consider a text or phone call "initiating" service and have no guarantee or hint of estimated resolution. So when they say they will initiate service within 48 hours, that actually means you will receive some sort of communication from them (if they have your information correct) within that time. There is no time given for resolution, that could be weeks away. Also, their 24/7 service does not include nights or holidays. So be sure your covered systems don't break down then.

Stay away from this company. It amazes me that Landmark HW thinks this ok. I will definitely not be recommending services to anyone. You will find my reviews posted to all your social media accounts. We've had continuous issues with this AC condenser since being customers in 2015. I have called and was advised I would have to pay an additional $70 for a technician to come fix the issues the original technician did not fix. In what world does that make sense?

The worst home warranty company ever!! Don’t trust this company! I had a leaking fridge. The contractor said that the fridge is very old, he couldn’t fix it and it needs to be replaced. He cleaned it and said that if I will have the same problem I need to call to the home warranty company and they should replace the fridge. In 2 months I called to the company with the same problem. They sent another contractor and he found another problem and this problem is not covered by home warranty!!! How do you like it!!! I asked why the conclusion of the second contractor is more important than the first one and I asked to sent another contractor. They refused to do it and answered in a rude form that my file is closed and if I have any issues about it I could do whatever I want. They couldn’t help me! They refused to replace the fridge, they even refused to find the parts for replacing. I had to pay for the second contractor appointment, but I think that he was a fake one. He didn’t do anything and spent in my house just 5 minutes but he had enough time to make a conclusion what is good for the company. Please, please, please Don’t waste time, money and nerves on this company!!!!!
PS: : Tiffany, don’t write your answer and “silly” apologies under my review. I don’t want anything from your company.

I submitted a service request for my AC unit on August 17th. They took my payment and told me the contractor would be reaching out to me within 4 business hours. More than 48 hours later, I called the contractor to schedule a time for them to come to my home. When the technician got there they didn't fix the unit they said they had to get permission from Landmark to move forward and left. 2 Days later I called Landmark back because I hadn't heard from the contractor or the warranty company. I was told that my claim was with another department within Landmark because what the contractor quoted didn't sound right. I called later the same day and 2 times the following day before I received an update that they were requiring me to get a leak detection test. The contractor quoted me $525 for a test. I called around to other competitors to see what they would charge for this same test and some were willing to charge as low as $150. However, Landmark will not honor the test of another company and has forced me to use Total Appliances of Utah. When I called Total Appliances I was told by a women there that I would not be required to pay the leak detection test because of my experience. Now that the day of my appointment has arrived they are stating that I am required to pay for leak detection test. Considering the experience I have had with not receiving call backs and the amount of time that had passed, I would have hoped that Landmark would want to do something about it since they pride themselves on making their customers days remarkable but they held firm to their contract and would NOT offer any amount to assist in the astronomical amount their contractor is charging me; who again they are forcing me to use. I have never been treated so poorly as a customer and am extremely disappointed in my services from Landmark Home Warranty and their contractor. I will definitely be looking for other warranty companies when my contract is up. As of today I still do not have a working unit because their contractor needed 3 days to get me on the schedule.

I going to review my last service that took less than a month ago. I had very good experience with Landmark. I filed a complain online, that was easy, then they gave me a contractor's phone to fix my refrigerator with leaking inside. The contractor fixed very fast and well. The problem was not urgent so I schedule the service for 2 day after the call. The contractor call me before arrive and fix the problem. I am happy with the service and I going to continue with the coverage. Thank you.

My A / C was 24 years old, I made the appointment at LANDMARK, I paid my $ 70 dollars so they could send me a technician to check it out,I had to wait two days because if I wanted it to be fast I had to pay extra, when the day finally arrived they sent me a young man who was supposedly a technician, the supposed technician came only with a cell phone in his hand he went up to the attic, he got off and left, it didn't take him 10 minutes,that same day LANDMARK called me on the phone and they tell me that all I need is a cleaning to the system, but they didn't cover the cleaning, I asked them that if I paid for the cleaning and my A / C was not fixed, you would pay me the money back, and they said NO, as I needed the A / C and doubted the diagnosis of them, I preceded to hire a private company to check my A/C, They sent me a real technician who checked my complete system for 2 hours and determined that in the attic unit I had several leaks, for my part I had to pay for the replacement of the equipment because I could not be without A/C, and sent all the photos of the faulty equipment to see all leaks, Even if I send them the photos of the leaks and give them proof that this was the real problem, they continue with the idea that I only needed cleaning, the A / C that has 24 years of use,Do not believe in anything that these scammers sell, LANDMARK always has an excuse not to solve the problem, it is preferable to repair the problem by themselves, they will always want to deceive you.

Our home had original parts (20 years old). Our outside AC unit failed when the refrigerant line had leaked. Since the original unit was outdated and needed the new standard of refrigerant, the inside furnace and blower had to be replaced. We ended up paying the lion's share for the replacement. While LMW only had to replace the part that failed, they left us to replace the remainder to provide a working system. I'm not accusing them of bad faith, but I think they could have met us a bit closer since their obliged replacement reflected a greater burden of cost on our end. My main point being that they have a questionable way to levy and impose a cost on the owner.

It was two weeks in 100+ degree temps until our house had AC in the American Southwest. The contractor that was used for completing repairs had terrible communication and slow response. I think LMW could have done a better job of expediting the repairs. While other Home Warranty companies provide relief in times when AC is out in emergency temperatures, LMW only provides up to $100 in compensation. Other warranty companies pay for hotel stays or renting a portable AC unit for the home. There were two occasions where we called asking LMW if they offered any support during AC outage and twice they said no. One of those instances was at the manager level. It wasn't until after our service was restored that we found out later about the $100 reimbursement. But I argued a case that their response was too little too late. LMW didn't do anything to compensate us for the string of miscommunications and poor service. I spent around $80 on fans, aside from an error on a Walmart receipt, I ended up getting $50 back. Thanks, LMW.

The internal house temps would reach 95deg during the day and level of to maybe 80-85 at night. For two weeks I could muster a quality four hours of sleep each night. I had little reprieve in the hot weather. My two dogs and significant other can attest to that.

While this page certainly seems to be an avenue for those to vent about their toilet going south or something similar, I wanted to share my experience and let others see what they could expect. If it's customer service you're seeking, try someone else. It may be worth the extra cost. I highly recommend going with someone else if you're shopping around.

So this is my review for others to see. It may take more time, but I challenge others on here to make an effort to influence the Revdex.com rating of this company. That may be the extra push they need to improve themselves.

This is the second issue I've had with Landmark Home Warranty in less than six months. They will not return my calls or emails. I even reached out personally to the customer relations manager twice and no answer. I had an issue with my dryer in my basement mother in law apartment. The technician they sent to my house was received by my female tenant. Once the technician was in the house, he began to hit on her, asked her out on a date, even though she stated she had a boyfriend. She felt very uncomfortable. Once the technician left the premise he kept texting my female tenant through the number provided by Landmark. The technician then gave a false report back to Landmark stating the problem was some piece on the outside of the dryer, when in fact, it was a tumbler and motor belt (verified by my own technician). Landmark refuses to speak with me and told me it was an issue not covered by them. I do not recommend this home warranty company to anyone, especially if you are a single female at home.

To whom it may concern,
I'm writing to express my 100% dissatisfaction with your company and your
customer service.

First, we called in a service request for a leaking water heater. At NO time
did the agent ask if our water heater was 5 years old or less. I know in my
file in my account it says the answer to this is "NO" but I'm telling you
the agent never asked this question. Also, at NO time did the agent tell us
that LMHW would not cover the repair if the water heater was under the
manufacturer's warranty! Don't you think that would be something you would
point out? I see now that this is in my contract but I don't have my home
warranty contract memorized! Do you? I certainly would have confirmed this
before I agreed to the service and thus the service fee if your agent had
just spent 10 seconds explaining this.

Second, I requested to speak to a supervisor at 1132 am on Friday, 16 Aug and received an email from Robin Taylor at 11:38 am following our conversation. She requested the serial and model numbers. My husband responded within 30 minutes with the information. We received NO REPLY back so my husband called today in the
morning (3 days later)! We were told they would get right back to us. They
didn't! He called back after 1:00 pm and was told the repair/replacement is
not covered because it is under warranty.

Third, I understand the water heater is not covered because of the warranty
but I don't understand why any other parts, and especially LABOR isn't
covered by LMHW. Why? The manufacturer is not going to pay for the repair but will only provide a new heater. This saves LMHW money yet you absolve yourself of ALL responsibility. This makes no sense but appears to be in place to make you money and to the detriment of the customer.

I'd like you to know that our relationship with you is over. We will take
care of any repairs to our home ourselves. Because with you, I've spent $70
and have nothing to show for it. Any reputable plumber would put the
diagnosis cost into the repair if we were to use them for the repair. With
you, I flushed $70 down the drain, lined LMHW's pockets and have nothing to
show for it.

THIS IS A FLY-BY-NIGHT COMPANY! I took this policy out in March 2019. First tried to use it in August 2019. Commode backing up.
They sent out a plumber who not only did not have the proper tools, he scraped the porcelain
off inside of commode with it. I don't know how, but it did flush when he left. Two nights later I went in to check it (I live alone and few use this commode) and it was backed up AGAIN! Called Landmark, and they would not send the "plumber" out again because they said they only did ONE DRAIN UNSTOPPAGE A YEAR! I said it had not been unstopped. They argued with me saying it flushd when the plumber finished. They said I had to not only take it up with the plumbing company but they would not pay for it. (I also had paid Landmark $70 upfront to get plumber out) which is by the way PIPE DOCTOR 24/7. I cancelled my policy and tomorrow will be filing a complaint with Landmark and the plumber. I had to call a REAL PLUMBER out. The sent a lighted camera down thru the drain...DRAIN was stuffed with tree roots! They pulled most of them out but the pipe is also cracked. (So, it wasn't CLOSE to being unclogged!) Cost me $340.00 more! Not only that, these plumbers said the one with PIPE DOCTOR did not even put the commode back on right and did not replace all the screws on the commode when he took it off!!

First time I used them - Commode stopped up - plumber came out - when he left, it was flushing; however TWO DAYS LATER it was stopped up again. SAME COMMODE. Landmark informed me they only clear out one drain A YEAR. Well, they did not get this one cleared out, yet they told me "from then on I was on my own with the plumber" I'm so angry I could chew a nail in half. These kind of company should be SHUT DOWN IMMEDIATELY! They take your money, and when you need them, they do not perform! I believe from what the plumber told them, it was going to be a somewhat costly project and they didn't want to pay for it!

DO NOT USE THIS HW COMPANY. THEY WILL NOT PERFORM WHEN YOU NEED THEM!!!

I recently had service performed on my Bosch washing machine. The door gasket had a hole in it and was dripping water. I initially called Landmark and they sent a tech out within a couple days. I spoke briefly with the tech and explained the issue while he was at my house. He indicated that he would just need to order the part and then schedule a follow-up. Unfortunately, after he left my home, he reported back to Landmark that it wasn't caused by wear/tear, but rather incorrect use. This would have meant that repair work was not covered by the warranty.

I called the tech's company and was told that they are standing by their diagnosis. It took me several days for them to get back to as they reviewed my case. However, the person I spoke with indicated I could ask Landmark for a 2nd opinion from a different company.

I then contacted Landmark and asked for a 2nd opinion, which I was told would be allowed as long as I paid for the 2nd opinion if the diagnosis was found to be the same as the first. If the 2nd tech found that the issue was caused by wear/tear, then Landmark would waive the cost of the 2nd diagnosis and perform the work under warranty.

After the 2nd tech reviewed my washer, he indicated that it was in fact due to wear/tear and showed me at least 6 other places where the door gasket had begun to thin due to the the design of this particular washer. Landmark covered the cost of the repair for a total of $70 (the cost of the initial tech's service fee).

My only complaint is that I had to do additional legwork (phone calls, coordinating, etc) to make it all happen. Landmark also didn't offer up the suggestion to get a 2nd opinion. That idea was given to me by the Landmark service provider who performed the initial review of my washing.

Landmark Home warranty has ridiculous policies. I purchased a home at the end of April 2019 and with the purchase of this home I received a home warranty through Landmark. When you think about what a home warranty is, it is to protect you from things that go wrong with your house during the first year of ownership. Recently I started having issues with with my AC unit and I turned to my home warranty and they said I had to go through the manufacture because it was under 5 years old. I though OK I will try that. When I contacted the manufacture they said they would only cover the parts and not the labor. They said that my Home warranty should be able to cover the labor. They said to tell the home warranty to send someone that is connected with Lennox so they can get the parts. When I connect Landmark and let them know what the manufacture said I needed to do, Landmark is refusing to send out a tech to fix my unit. I asked what the point of having a home warranty is if they will not cover what they say it covers just because it is under manufacture warranty. They should be happy because that would make the service cheaper because they don't have to pay for the parts.
I want to let everyone that is looking to get a home warranty to avoid getting one through Landmark Home Warranties because they will not stand behind their the product and the customer service is horrible. After the first year of this warranty is up I will be cancelling my contract and going with another company.