Landmark Home Warranty, LLC Reviews (1076)
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Landmark Home Warranty, LLC Rating
Address: Riverton, Utah, United States, 84065-0570
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I've a claim open for more than a month for A/C repair. I've called multiple times, every time I call I need to wait and average of 50 minutes for a representative to answer, who I need to explain the situation and who will only tells me the claim is in Authorizations. Some representatives will not even transfer me there. When I get transferred I need to wait another 40 minutes for some to answer me. The information I receive is different every time, most of times that they are waiting for some information from the contractor. When I call the contractor the say they have provided all the information. The contractor doesn't answer my calls anymore. I've asked several time to be transferred to a Supervisor/Manager and they will not do so, just say they will inform a Supervisor/Manager and they will contact me. I haven't receive a call in more than a month. Customer Service is terrible.
Dear Mr., Thank you for bringing this information to our attention and allowing Landmark Home Warranty the opportunity to review your situation firsthand, and also being so receptive to our calls. Please know we truly value your business and sincerely apologize for the service delays and lapse in communication regarding the service request for the air conditioning system. Please be assured we are actively communicating with the service contractor and monitoring the request to ensure resolution is achieved. Thank you again for your patience and consideration and allowing Landmark the opportunity to provide you with this information. Landmark Home Warranty
So sorry there is not a half star rating.
I really can't tell you what I think on this forum. It is 95 degrees outside and my air conditioning system stopped working. I called LM and was on hold for over 1 hour listening to that lame music. Then, when I was able to talk to a rep could barely understand them. They lined up an AC contractor and I was told they would call me to schedule. When the company called, I was told it would be about 6 days before they could get to me?????? Really,, 95 outside and 85 in the house??? So I called LM back the next morning (on hold for another hour, please change your hold music) and was told a similar story, contractor called to schedule and it was going to be even longer??? I called a company direct and got someone out in less that 5 hours. Poor, poor LM. Can't you even try to secure quality contractors to service your customers?? Needless to say I will not be renewing my service with these scammers.
Thank you for bringing this information to our attention and allowing Landmark the opportunity to review your service history firsthand. Please know it is always our top priority to provide service as quickly as possible, and we sincerely regret we did not have the opportunity to evaluate the air conditioning system. Please note in accordance with the service plan, an authorized Landmark contractor will contact you within 4 business hours during the week, and 48 hours on weekends and holidays, to schedule a mutually convenient appointment during normal business hours. In your situation, the request for service was received on June 26, just before the weekend during which the majority of our HVAC contractors are closed for business. Taking the importance of your request into account, our customer care personnel assigned the work order to a Landmark contractor who could provide service on Monday, June 29, and we understand you paid for the repair outside of the Landmark service plan. Please know we truly value your business and hope to restore your trust in Landmark and the great service we offer. Thank you again for your understanding and allowing Landmark to provide you with this information. Landmark Home Warranty
It's been a month now and they still don't have our replacement part. No AC or air filtering for our home during the month of June so far. They've sidestepped every attempt we've made to move things forward. We've called 5 times now with 30-40 minute hold times every time. And they've brushed us off every time claiming ignorance and refusing to give us contact info for their supplier or parts ordering department. AND this is the second time they've screwed us over. We've only made two claims and it was a similar experience the first time.
If you decide to buy their home warranty be prepared for a battle with every claim - and be prepared to lose.
Thank you for bringing this information to our attention and allowing Landmark the opportunity to review your situation firsthand, and please accept our sincerest apology for frustration you and your family have experienced. Please know we are actively working on resolving your service request as quickly as possible moving forward and will continue to monitor the situation through completion. Thank you again for your consideration and patience and allowing Landmark to provide you with this information. Landmark Home Warranty
My experience is much the same. Very poor customer service, wait forever on hold trying to reach someone, and then the warranty covers very little. I have a rental property on the gulf. Landmark had no service provider in that area and told me to find a repair person. I did just that, and the contractor could never get anyone on the phone about the repair and finally hung up. I paid the contractor and began to chase Landmark for reimbursement. It’s almost impossible to get this group to call you, and the $415.00 washing machine repair only had coverage of $257.00. The cost of the policy and frustration of dealing with these people is not with it. I will not be renewing the policy.
Thank you for bringing this information to our attention and allowing Landmark the opportunity to review your situation firsthand. Please know our top priority is customer satisfaction, and we sincerely regret the frustration. In some instances, Landmark may offer the option of finding your own contractor to provide diagnosis and possible subsequent repair, which Landmark extended to you on the day the service request was created. In these instances, Landmark requires the contractor to provide a diagnosis and itemized bid to Landmark before any work is performed. In your situation, the service contractor advised Landmark the door hinges and door lock were inoperable, requiring replacement. Landmark received your invoice on June 8, and issued a check on June 11. Please note in accordance with the terms of the service plan, Landmark covers the lock, however, hinges are not covered for the washer. Therefore, we have issued a check for the covered repairs, deducting the trade service fee, for a net amount of $257.00. Thank you again for your consideration and understanding with respect to coverage, and allowing Landmark to provide you with this additional explanation. Landmark Home Warranty
I was impressed with the prompt appoint setting and the prompt professional service from both of my service requests. I will give them a 5 star rating.
On behalf of the entire team, thank you so much for the 5 star review and providing such thoughtful testimony regarding your prompt and professional customer service experiences with Landmark Home Warranty! Our number one priority is your satisfaction with all your home warranty and home services needs, and we love the positive feedback and always appreciate the opportunity to help. Thank you again! We truly value your business and look forward to serving you again in the future. Landmark Home Warranty
I am very pleased with Landmark. I have had 2 service repairs and everything went very smooth. the appointment person Mr. Fred F. was great took care of what I needed with no problem
On behalf of the entire team, thank you so much for 5 star review and providing such thoughtful testimony regarding your customer service experiences with Landmark Home Warranty! Our number one priority is your satisfaction and we love the positive feedback, and always appreciate the opportunity to help. Thank you again for entrusting Landmark with all your home warranty and home services needs! We truly value your business and look forward to serving you again soon. OneGuard Home Warranties
Poor service, deceptive business practices and total disregard for customer service. Their contract doesn't cover most parts for any repair or emplacement and they provide minimum coverage for installation labor cost. Only paid $400 for $1,600 water heater replacement .Now, as the weather heats up they have failed to follow up on an A/C claim. If you should try to talk with them about your claim, be prepared for wait times of 30-60 minutes and no one you talk with can or will help you. Emails are ignored. BEWARE of their contract. It stipulates you must go to binding arbitration if there is a dispute. If you file for arbitration you will pay fees of $1,500+ even if you win. Landmark knows few people will go this route. AVOID them
Thank you for taking the time to provide Landmark Home Warranty with a review regarding your service experiences, and for allowing us the opportunity to review your situation firsthand. Customer satisfaction is always our top priority and we sincerely regret your displeasure regarding the cash in lieu process; specifically, for the recent water heater replacement. Please be assured it is always our intent to provide the most comprehensive coverage in the industry, while also upholding the terms of the service contract, and we believe we have done this by compensating you according to the terms of the warranty agreement for Landmark’s cost to replace the unit. Thank you again for your consideration and allowing Landmark the opportunity to provide you with this additional explanation. Landmark Home Warranty
We have been waiting for one week to fix one AC problem. Their customer call time is more than 30 minutes and we get an answer call us tomorrow by the end of the day. The hotel cost more than the cost of the part. If I knew It will take more than one week I will buy the part and fix it.
Thank you for bringing this information to our attention and allowing Landmark the opportunity to review your situation firsthand. Our number one priority is customer satisfaction and to service you as quickly as possible, and we apologize for the frustration. Please be assured we are actively working on your service request and will continue to follow through resolution. Thank you also for speaking with us this morning and providing approval to move forward with repairs. Please know we truly appreciate your patience as we complete the process on your behalf. Landmark Home Warranty
Dear Landmark
This has to be a joke. I am still at hotel and today it is told me that the parts that purchased will arrive on 06/24/2020. The installation will be finished on 06/26/2020. Even this comment shows your company quality
Dear Landmark
Today I was told the part will come.It was the 14th day. The lady said they dont know anything where the part is. This is your business you dont even know where is your order is. I asked her will we wait one month for the part. Sir this is how it is. So if anybody wants to wait their AC to fixed in 3 months, they can select you.
DON'T USE LANDMARK'S SERVICES - DON'T RENEW YOUR WARRANTY
6/12/20 - Initially we were happy with the services of Landmark Home Warranty, but have recently become very disappointed and angry about their lack of response and poor service in addressing a broken toilet that was reported and service requested on 4/21/20. I have documented 5 calls and more than 8 emails to Landmark requesting their assistance. I have sat on hold for more than 40 minutes each time and have been assured over and over again that this issue would be resolved.
Thank you for bringing this information to our attention and allowing Landmark Home Warranty the opportunity to review your situation firsthand, and also being so receptive to our calls. Our number one priority is your satisfaction and providing timely service, and we sincerely apologize for the frustration you experienced due to the time delay and overall level of service you received. We are happy to know the toilet has been successfully installed, and appreciate the honest feedback regarding your customer interactions. Please know we are committed to improving and hope to restore your faith in the wonderful customer service Landmark has to offer. Thank you again for your patience and consideration. Landmark Home Warranty
I have had nothing but positive interactions with Landmark Home Warranty since the beginning. This company has been helpful and responsive each time that I have had an issue with something covered by my warranty. They always provide great companies to come and work on the items that need repair, and they fulfill their claims without any of the horror stories I've heard from other companies. They do what they say they will do. In addition, each time I've called them they have been friendly and helpful. Today I tried to submit a repair order but I ran into an issue, so I called them and spoke with Paul C who was helpful and assisted me with a positive and helpful attitude. I wanted to I am really glad that I did as much research as I did when I chose this company. They are great!
Thank you so much for the 5 star review and providing such amazing testimony regarding your customer service experiences with Landmark Home Warranty and Paul! Your satisfaction is our number one priority, from the first call for service to the completed repair, and it is always our most distinct pleasure to assist you all your home warranty and home service needs. We agree! Paul is incredible and he enjoyed speaking with you, and he loved the positive recognition. On behalf of the entire team, thank you again! We truly value your loyal business of 4 years and look forward to serving you again in the future. Landmark Home Warranty
Came to Revdex.com to file a complaint against Landmark and unfortunately, was not surprised to see their number of negative reviews left on here. I have a laundry list on complaints, all about the same issue and have now spent over 6+ hours on hold and talking to people over the last 4 days just to try to get a manager to call me back! Trying anything to get their attention! FAMILY IN AZ WITHOUT A WORKING AC UNIT!!!
Thank you for bringing this information to our attention and allowing Landmark the opportunity to review your situation firsthand. Please know customer satisfaction is our top priority, and we sincerely regret your frustration regarding the recent service request for the air conditioning system, and confusion surrounding coverage. Upon assessing the malfunction with the air conditioner, the Landmark service contractor made the recommendation of replacing the Air Handler. Please note with your agreement, Landmark has processed a cash in lieu check for the component. Thank you again for your consideration and providing Landmark the opportunity to assist you. Landmark Home Warranty
I'm still unhappy with the resolution. Yes, I received the cash and paid to have it fixed by someone other than your recommendation. I had 5 service calls just this year on the same thing (1/13, 4/18, 4/29, 5/1, 5/20) in addition to another company putting in Freon twice because of your referral's lack of efforts. I want to be compensated for the time and effort put into just getting ahold of you! We waited from 5/18 until 6/5 to get the authorization! 2 1/2 weeks with our AC unit not working in Phoenix, AZ!
Be prepared to spend an hour or more on hold before speaking to an agent. Also expect your rate to increase every year. Often you will speak with someone in China, it is difficult to understand the agents.
Thank you for bringing this information to our attention and allowing Landmark Home Warranty the opportunity to review your situation firsthand. Please know our top priority is customer satisfaction and to service you as quickly as possible, and we sincerely regret the frustration with our long hold times as we experience high call volumes. Please be assured we are actively working on your service request for the dishwasher, and have confirmed the unit requires replacement. We have also left a voice message for you, advising the request has been forwarded to Landmark Fulfillment who will reach out to you with next steps regarding replacement options. Thank you again for your patience and allowing Landmark to provide this additional information. Landmark Home Warranty
Run away from this company!!!!!! The BS these people feed is all lies. Worst company ever, they just steal your money. Now they owe me for a Dacor 48” Dual Fuel range. I won’t ever see that money. They use the excuse that the check came back in the mail, they own your home warranty and you have that address listed. They have people post reviews to bump ratings.
The people they send aren’t reputable, they are down right scary.
Thank you for bringing this information to our attention and allowing Landmark the opportunity to review your situation again. Please be assured Landmark has been diligently working to accommodate your requests throughout this process, and we sincerely regret the frustration. We have confirmed that Landmark has processed a check for the range, which you should receive within 30 days. Please know it is always our sincerest intent to operate in good faith in our effort to serve you and within the parameters of the Landmark contract. Thank you again for your consideration. Landmark Home Warranty
I’d give zero stars if possible. So many complaints with this company. Ridiculously long hold times to get through. I opened a service request 5/16, it is now the end of the day 6/1 and I have the issue resolved. I have to call them each time to check the status of my service request. When I called last week to check on where they were on deciding if they would cover the issue or not they said they needed a copy of my inspection (if I had not called them, would they have ever even called To request this?) I sent the inspection over to their w-mail address as instructed directly after getting off the call and still haven’t heard back. I am now currently waiting on hold, yet again (34 minutes now) to try to 1. Check the status of the service request I opened half a month ago and 2. Inquire why they felt it necessary to charge my bank account this past Friday for another service call fee of $70.00 when I have not opened another service request.
I would rather pay out of pocket for anything else that goes wrong with my new home than ever think twice about calling this company for any help. They’re a joke and a waste of time.
Thank you for bringing this information to our attention and allowing Landmark the opportunity to review your situation firsthand. Our number one priority is to service you as quickly as possible, and we sincerely regret the hold times and timeframe regarding your recent service request for the bathtub diverter. Please be assured we have confirmed repairs are covered by Landmark, and we have notified the contractor to arrange a return visit to complete the repairs. We have also confirmed 3 service fees have been charged to the card on file; one charge for Re-Key Service, one for the Air Conditioning System, and one for Faucets. Please know we truly value your business and appreciate your patience and feedback regarding your experience, and allowing Landmark to provide you with this information. Landmark Home Warranty
It has been 10 hours and 10 minutes since I first attempted to place a service call. Still no response. The phone never answers. I have sent email requests and even asked the Landmark area rep to have someone contact me. Still, hours later - no response whatsoever. Landmark quickly answered my call when I selected Open a New Policy, and I explained that I have has NO response for my service request. The agent said he would connect me directly with the customer service department. They never answered this call either.Are they out-of-business? They keep emailing me to renew, but why would I consider that?
Thank you for bringing this information to our attention and allowing Landmark the opportunity to review your situation firsthand, and also being so receptive to our call and additional follow up. Our number one priority is customer satisfaction and to service you as quickly as possible, and we sincerely regret the frustration regarding hold times as we experience a high-volume of calls. Please be assured we have created a service request for the microwave on your behalf, and we are also monitoring the request through resolution. Please now we truly value your business and appreciate your patience. Thank you again for your consideration. Landmark Home Warranty
This is a shady company. They would tell you lies to sign you up. After signing up, they would decline for coverage for one reason or another. Never use this company, only you would loose money with this company. If you want to discontinue, they would charge hefty cancellation fee.
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 we sincerely regret the outcome of your recent service request for the garage door opener. Please note the Landmark service plan does not cover repairs or replacement required as a result of surge or overload. In your situation, the contractor advised Landmark the circuit board shorted out and ceased working due to a power surge. In addition, the HVAC contractor reported no mechanical malfunctions with the air conditioning system, although he was able to adjust the system airflow for the design of the air ducts. Please know it is always our sincerest intent to operate within the parameters of the service contract, and we have cancelled the policy as requested. Thank you again for your understanding regarding coverage and allowing Landmark the opportunity to provide you with this additional information. Landmark Home Warranty
I have been a customer for Landmark for 4 years. My AC broke down on the 15th of May. Its 14 days later and I am still waiting on my AC. I live in Arizona. Anyone who has lived here knows that an AC is not about comfort, its about safety. They took 3 days to send a contractor to take a look. In Arizona this should have been considered as an emergency and someone should have been dispatched within 24 hours. After the contractor ascertained that a new compressor is needed it went back to landmark for authorization. After that I am have following up daily with landmark and contractor and it has been a continuous to and fro between landmark and their contractor. Landmark saying they haven't received quote from contractor and contractor saying they have sent all that was needed. In the meantime it was decided by landmark that instead of replacing the compressor they would replace the whole condenser. which is good news. But after that the to and fro dance started again with each side saying they are waiting on the other. I don't care about the contractor - I didn't choose them. Landmark did. It's Landmark's responsibility to streamline their process and get the information they need from their contractor. They communicate via emails and their turn around time for responding to emails is 24 hours. For heaven's sake pick up the phone. Get everything sorted out over the phone. How long should it take from the point claim has been authorized to purchase order being sent to supplier? 24 hours? Seriously? And do not claim to be affected by the Pandemic. Everyone of their customer support agents can work from home. Buyers beware - You might be better off paying out of pocket instead of waiting on them. I have spent $700 out of pocket on an evaporative cooler and a window AC unit to keep my family during this period.
Thank you so much for bringing your situation to our attention, and please accept our sincerest apologies for the frustration you experienced due to our error and the subsequent delay in sourcing replacement parts for your air conditioning system. Our top priority is to provide a level of service that exceeds your expectations and we sincerely regret the timeframe involved to complete this important repair. Please know we have confirmed that installation of the condenser was successfully completed on June 2, and we are happy to report the system was restored to proper working order. We sincerely appreciate your patience and consideration throughout this process, and thank you again for the opportunity to assist you. Landmark Home Warranty
I've been trying all day to submit a request for service and it has been a horrible experience. I tried their online system and filled in a ton of information including my credit card information and clicked "Submit" and was then notified online that I couldn't submit that type of request using the online system! The online notice instructed me to call their toll free number which I did and waited on hold for hours! it was soooo horrible. I finally hung up and called the sales line and talked to 5 horrible staff members -- of course there was NO hold time to talk to their sales department. They should reallocate some of those staff to their service request department. it clearly shows where what they value.
Anyway -- this is the first service request I've attempted and I made one more call late today to their sales department and talked with Christopher Smock who was AWESOME. First of all -- he listened and advised me and indicated that he was fully trained in helping with service requests and proceeded to initiate the service request for me. He was very helpful -- he answered all of my questions and he listened listened listened. He was very kind and very helpful. Did I already say he was helpful??? He has restored a glimmer of hope for me. Now that the service request has been submitted the true test is coming regarding their service an how quickly the issue will be resolved.
Kudos to Christopher Smock for going above and beyond. Putting the customer first and being willing to help!!!
Thank you for bringing this information to our attention and allowing Landmark Home Warranty the opportunity to review your situation firsthand, and also being so receptive to the assistance offered by Christopher. Our top priority is customer satisfaction, and we sincerely regret any frustration you experienced while attempting to place a service request for the air conditioning thermostat. Please know that answering your call for service in a timely manner is of the utmost importance to us, though you may encounter a longer than normal hold-time during periods of higher than normal call volume. We are pleased, however, to hear that Christopher was able to assist you in placing your service request and provide you with a knowledgeable and helpful level of customer service! He is an asset to the Landmark team, and your kind words truly made his day. Please be assured we are actively monitoring your request, and will continue to do so through completion. Thank you again for your consideration and patience as we complete the process. Landmark Home Warranty
I’ve only had to use twice and both times service was dispatched very quickly. Only thing is I thought rekeying the house would be free (house warming gift) but they said the $70 service call would apply to it.
Thank you so much for the 4 star review and providing such thoughtful testimony regarding your customer service experiences with Landmark Home Warranty. Our number one priority is your satisfaction, and it is always our most distinct pleasure to assist you with all your home warranty and home services needs. We also appreciate your understanding with respect to the service fee that is charged each time a new service request is created. On behalf of the entire Landmark team, thank you again! We truly value your continued business and look forward to serving you again in the future. Landmark Home Warranty
The company does not treat customers well. They use inexperienced technicians. Three times now, I had to hire an outside contractor to get work done since they took too long and sent out service people who had no clue what they were doing. Has happened with plumbing issues, A/C issues, appliance issues. This company is a rip off.
Thank you for bringing this information to our attention and allowing Landmark the opportunity to review your situation firsthand. We are truly sorry for the frustration you encountered with your recent service requests, and breakdown in communication on our end. Please know it is our sincerest hope that we may one day restore your trust in Landmark and the great service we offer. Thank you again. Landmark Home Warranty