Landmark Home Warranty, LLC

We had a very horrible experience with Landmark. We contacted Landmark on April 15, 2020 regarding our refrigerator malfunctioning and paid trip charge. I received an Email from Landmark specifying the contractor. When we contacted, they say our technician will be available only after about 8 days and we got a technician from Landmark after 3 trials. Please note that each call to Landmark takes on an average 45 minutes to one hour. The contractor was available after 3 or 4 days. A technician came and looked and told that some parts are needed. When we call Landmark, they told they have not received any report from contractor and they have 24 to 48 hours to report. Again we called Landmark and they say it requires authorization from Landmark department and they have 24 to 48 hours’ time. We kept calling Landmark and they informed parts are to be purchased and it can come only after 4 or 5 days. When we call contractor they told that there are lot of parts came to them for many work and they can open only open after 24 hours quarantine. After some days, they sent a new technician. He told that the problem identified by first technician is not correct and actually it is a damaged 3 way valve. The process of purchase, receiving etc. continued. We keep calling Landmark. This technician came 3 times to repair. Every time he says it is done now but nothing is working. On the 3rd visit on May 15th he told that he is going to recommend replacement of fridge.
We called Landmark again and they are again arranging for the contractor. This time we told we do not want a contractor. Instead you replace the fridge or pay back our instalments paid to Landmark for 2 years. Landmark says they have not received report from contractor and he has 24/48 business hours to report. Now when we call Landmark after about one hour later they hung up phone. We have made at least 15 calls to Landmark every call is about an hour, waiting for contractor for four/five hours each time, sanitizing the fridge, entry doors etc. because of Covid19 is a hassle. We have lost many hours/days and still the fridge is not working. We have to shop more frequently for milk and groceries during this pandemic and ended up discarding lot of spoiled food. One Landmark representative even remarked we get dry ice from grocery store. That is not the way to solve the problem. Landmark never follows up with us. We requested a definite answer from a supervisor on May 15th. That also requires 24-48 hrs to get back. We are very frustrated by Landmark warranty and problem still remains after more than a month. I am a senior citizen.

Absolute worst service ever. I have had my home warrantied with these guys for over a year now, and had only had to make a service claim once, until a few weeks ago. Our fridge/freezer stopped keeping cold, and the guy who they sent out looked for about 30 seconds before declaring it completely broken. We sort of expected this, but I was extremely stressed out because my girlfriend and I have both lost our income due to COVID-19, so a fridge is the last thing that we can afford right now, as we can hardly even keep up with our mortgage and bills. Luckily, he said that Landmark would be in contact with me right away about a voucher/rebate that they can help me with to pay for a new appliance. This was 2 or 3 weeks ago now.

So last week I called, obviously stressed out because I'd been buying dry ice to keep our food from rotting until Landmark helps us, trying to get a hold of whoever actually helps the customers so that I could ask about how much they would help me afford as far as a new appliance goes. Waited on hold for 30 minutes, the sales rep first claimed that I didn't have a claim, then after a while finally found it, and told me that they would be in touch with me immediately about what they can do for me.

So today I called, was transferred me to the 'authorization team', who supposedly approves and brings the claims to a solution, and I was on hold for an hour, nothing. Hung up to answer another call, then called back, same thing--on hold for over an hour (again). I am trying to remain polite and respectful but am getting pretty ticked off due to Landmark's terrible customer service and habit of ignoring me until I go away--they have done nothing for me but charge me ~$500 for membership, $60 to have someone hardly look at my fridge only to determine it toast, and now hundred and hundreds more on dry ice as a (very) temporary fix. With COVID-19 taking all of the income out of our household, and this huge new dry ice bill we've been trying to keep up with to still have food, my girlfriend and I are not even going to be able to afford our upcoming mortgage payment, and that is thanks to Landmark.

Landmark, I plead you to fix this somehow, you guys are screwing my household up a lot more than just a fridge, and I've been told by multiple people representing your company to standby and that it would be handled immediately, and 3 weeks later, immediately has still not come. I can not afford any more groceries, and highly doubt I will be able to pay my mortgage payment next Friday due to all of the dry ice I've had to buy while getting ignored by Landmark.

Landmark Home Warranty is creating another delay to payment for a replacement of the dishwasher in my home. One week now and when I was able to speak with someone in the office not offshore I was told I needed to wait and possibly produce extensive documentation for them to conduct an investigation.

Landmark Home Warranty has been a big blessing to me and my family for their great home warranty service and customer service through the contracted professional service providers over the past 4 years.
I’ve just renewed my contract for our 5th year and hoping for continued blessings through Landmark Home Warranty.

I also wanted to mention they have very courteous, sincere, very knowledgeable and hard working staff.

Today I spoke with Alexander Jacobs and he made the process of renewal very prompt and successful with accuracy and was able to save $50.

What a big blessing in this time period we are all in with challenges and hardships we have endured due to Covid-19.

I just got a call back from Landmark. I was pleasantly surprised. Initially they refused to take care of their contract because my hot water heater was over the 70 gallon limit that they covered in their contract. My hot water heater was a 75 gallon tank that was 17 years old. All I wanted is a 50 gallon replacement which would have satisfied me as my water heater was dead. I had explained what my situation was as a disabled vet and that this was in the middle of the covid virus. While they apologized at the time I ended up having to pay for a new water heater. I was not happy. Today I got a call and senior management looked at my situation and decided they needed to make amends. They are sending me a check to pay for my new water heater. What they did was very classy and they did the right thing. I was going to cancel their service but now I am looking to renew with them. Based on my experience with them they seem to be an honorable company and I recommend others to look at them as an option should they need a home warranty.

We paid them to provide a service and they have not provided that service they agreed to. They hired a contractor that cannot be contacted and they will not fix the problem that their own contractor created by installing a faulty after market part into a furnace creating a danger of fire endangering lives. They need to hire a different contractor to finish the job.

They owe us close to $2000.00 from over 4 months ago. We have more appliance that have quit and I won’t call in because the people they are sending are very sketchy and they are just collecting $60.00 over and over. We’ve called some many times over the months and they say the check is in the mail or we will have someone call......none has happened.
We just started Oct 31st 2019 and we have 3 years warranty. They are the WORST!!!!!!!

I purchased a home warranty from these people almost a year ago. My hot water heater went out. I looked on my contract and it said hot water heaters were covered. I said great. I called to set up a time when they were to come out and take care of it. At first there was no problem. They asked me what size my water heater was. I told them it was 75 gallons. They responded we do not SERVICE hot water heaters more than 70 gallons. It is not like this clause is out front on the contract. If you go on line you have to search for it because it does not show up on summary portion. You have to go to an additional link to find this clause. You buy a policy. What normal person would even think to look there assuming most standard hot water heaters are similar in size for a house my size under 3000 sq. feet.
Landmark said they could not SERVICE this tank. I told them that it is 17 years old and it does not need to be serviced. It needs to be replace. They said they were sorry but they could not do a ticket on it because of the way the contract was written. I asked them : "What if this tank had been a 50 gallon tank?" They said they could replace it. I said "then why can't you replace it with a 50 gallon tank? What is the difference". Either way the tank would have to be replaced. It was draining into my walls with rust colored water from below. I went on explained that I am a disabled veteran from conditions sustained from 30 years of serving and that we had no hot water for 4 days. This was in the middle of this COVID-19 crisis.
They followed up with a supervisor that profusely apologized. I told her that was nice and did not help my situation. I asked her under this special situation why they could not make an exception despite the wording in the contract. When does mercy and common sense come into play? They could have made a decision to install the $50 gallon tank and I would have paid a little extra in case any re-plumbing was involved. Apparently, and shamelessly they decided in these tough times to show their lack of concern for the customer and made the decision to deny me service.
This was a tough lesson. Before anyone signs with these people please have an attorney or someone knowledgable look over the contract. Make sure you get them to explain in DETAIL the coverage so that you understand this contract. This was not done by Landmark. They lost a lot of goodwill by what they did with me. I will never use them again as a result and will go out of my way to warn people about their lack of transparency.
I just noticed below that someone said Landmark was purchased by American Shield. That tells me all I need to know. We had AHS before. They are the worst. Definitely stay away from them.

Horrible customer service and follow through. I've spent hours on the phone trying to get approval which was verbally authorized to repair my water heater that has been out for 5 days. They confirmed 3 times (1:30pm, 3:30pm, 4:30pm) that they would email the contractor with a written approval. It's 8:30pm and the contractor just called and said there is still not an email confirming the approval authorization. Mind you, I got a phone call at 10:30am from Landmark with a verbal approval. I don't understand why they cannot follow through. I have been out of hot water for 5 days. That means I've taken a cold shower for 5 days now. With the Covid-19 virus I cannot expect someone to allow me into their home to shower since we are restricted to our homes. The gyms are closed and I cannot shower there either. This is unacceptable.
I've had coverage with this company since 2017. Every time I've filed a claim it's been a hassle. They sent a contractor to replace a garbage disposal and the contractor put part of the old disposal back on. We had a leak in our bathroom and they denied the claim because the toilet had to be removed. That was a $400 plus repair at my expense. This company is a complete joke. I requested a supervisor call me today and no return call. Do not use this home warranty company. I understand that Landmark has now merged with One Guard. So perhaps One Guard is just as bad as Landmark. Poor customer service and follow through.

I have been without heat in my house for three weeks. Landmark was contacted immediately. They don't seem to care or understand that no heat in Idaho in the winter is a problem. I have spoken with customer service many times and have been given excuses.

Living in rural Southern Arizona, I realize that service techs are scarce, especially those who agree to Landmark's rates, but a recent plumbing problem resulted in out-of-pocket (out of network) expenses for which Landmark agreed to send a check (within 10-15 business days) to reimburse for a portion of the cost.

20 business days later, I emailed the person (C Mazie) who'd emailed me with the time frame for the check,advising that I had yet to receive it. No response.

Next day, I called & after 30 minutes of hold time, was informed that I never responded to an email from billing confirming my mailing address. I've asked for a copy of that email. No response. Was told that I'd receive an email confirmation that the check had been mailed. No response.

Next day, sent an email from their website again asking for info above. No response.

Next day, called (30 min. hold) & asked to speak with a supervisor. Was told they don't do 'live calls,' but would call the next day after reviewing. Robyn (not a supervisor) left a voicemail that no supervisor was available, but the check had been 'processed,' & would be mailed 'soon,' please allow another 10-15 days.

Again, I don't fault them for the lack of service coverage (though perhaps they could be more upfront about these shortcomings), but the ineptitude, lack of follow-up, and general avoidance of resolving an issue by the main office is unforgivable.

If you're considering contracting with a home warranty company, I'd suggest that you look elsewhere. I know I will.

I am a Realtor in San Antonio Texas with over 17 years experience. Before Landmark was purchased by American Home Shield, they were a good company, since then, I've had nothing but trouble.
With my latest issue, I feel it necessary to write a review. Here are the facts that have transpired with one of the properties I manage (and not an inexpensive property):
Over a month ago I filed a claim for the downstairs HVAC systems not working.
They sent out a very dishonest company (who I'll file a review in just a minute) who went to the home and were there for only 20 minutes, took a photo of the AC filter and claimed that the Filter Was Filthy (although changed less than 30 days prior) as well as the Coils being filthy, but no photo which is required to deny a claim stating that the filthy filter and coils caused the Compressor to fail.
Here is where it gets interesting.....That dishonest company was not aware that we just had the coils replace in June 2019 and to inspect coils takes well over 1 hour to breakdown a system to inspect the coils, which we know was not done because they were there only 20 minutes and no required photos of the Coils.
So, I had MY HVAC Company go out there and inspect the coils. It took them over 2 hours to breakdown the system, take photos of the "Spotless" coils and "filthy" AC filter, which they said was not that dirty.
I contacted Kaylor D in Authorizations and sent him all the supporting evidence and photos that MY HVAC company provided. He said he'd review but wouldn't guarantee they'll do anything. Over a week later he agreed to send out the same company that installed the coils as a "2nd Opinion". That company went out, took over 1.5 hours to breakdown the system, take photo's and send their results to Kaylor D in the "investigations" dept with Landmark Home Warranty showing that the Coils were still spotless and the AC Filter was not "Filthy". I emailed Kaylor D the same day. I have emailed Kaylor asking him to please send the 2nd Opinion HVAC company out to do the repairs as we are in Texas and the temps are already in the 80's. Yesterday he said he had spend "All Day" reviewing the file. I responded asking why it's taking so long and making my tenants suffer for this long, and that his own Vendor has told him that the compressor's failure was NOT because of the coils or the AC Filter and that I bet if it were his friends, family or significant other, that the repairs would have been made long ago, so just fix the system.
So....Today I got an email from him stating " Good day, I will have an update for you by today sir. Thank you"
It will be in the 80's this week & weekend, and all I get is: I will have an update for you today. Not an email stating "you're right, we need to do the right thing and get the system repaired/replaced as our contract states".
Thank goodness I had changed all our Rental Contracts to monthly payment. If you're wondering if I'll still be with Landmark Home Warranty after this fiasco is over with, the answer is NO!

I contacted this warranty company nearly two weeks ago about my furnace going out. They held it up initially because they did not issue a work order to send the company out. The contractor was great when they showed up. Since then there have been several nights that the weather has been below freezing. I have called on no less than 8 different occasions. Every time I was promised a call back with an update. Even when I escalated to management no resolutions have been had. I was told that I was given a supervisors direct line to get updates and that was not the case. I have now been on hold for two hours today trying to get an update for an issue that Brittany the supervisor said she would call me with yesterday. At this rate I will be looking to go without heat or air for 3-4 weeks which can also provide a mold issue from lack of conditioned space. This company has been atrocious to work with thus far. I paid this company for a service that they are not providing. They were glad to take me $70 fee to get someone out and now I cannot get anyone on the phone.

Complete scam. Warranty covers nothing. Contractors hired are not skilled. Responsiveness is terrible. I have been waiting weeks for someone to come repair my furnace.

When we had a plumbing problem the contractor they dispatched to did not do plumbing repair. Complete joke and waste of money.

Very happy with their customer service and the company they sent out to fix our water heater. The tech knew how the warranty worked and took care of everything

Great follow-through with multiple tickets & promptly took care off our dishwasher that was beyond repair. Wish I had found them sooner!

The service is horrible!!!I called to request service. The rep told me that a contractor would call me to set an appointment to merely diagnose the problem When I asked for a time frame she said he could come tomorrow on in a week A week to merely diagnose the problem! I complained about that and asked to speak to a supervisor. The rep said that the best they could do was to email one. Absurd ! I again expressed my frustration and what did the rep do. She hung up on me. If she were accidently disconnected she would have called me back. I wont
be renewing my contract and I suggest you think twice about using Landmark
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Alfred S
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Excellent service no complaints everything went as planned
Good job

It is important to understand exactly what a home warranty policy covers and what it does not. I have found Landmark to be easy to work with, especially after the contractor that they set me up with to look at our garage door opener. The guy they sent out was very pushy about up-selling us on additional items that he insisted were about to break; he threatened that if we didn't fix them after he told us they needed to be replaced, Landmark wouldn't cover it when they finally broke. We were desperate and paid an additional $278 to the contractor for items not covered under the warranty. When I complained to Landmark about the contractor, they refunded the $278 which we much appreciated. Now here's a real problem though, we later had the motor go out on the actual garage door opener (not a problem at the time of the first repair). I requested another company due to our experience with the previous company. They didn't have any other contractors even in the Dallas/Ft Worth metroplex. Only one contractor for garage doors. Hard to believe. The second person sent out was great, really nice and did not try to upsell us. Throughout all, the Landmark employees that helped us were very nice. I think it's important to understand these warranty policies are very limited. It would be nice if you didn't have to use their contractors and just had a set fee that they would pay for individual things that broke. Then you could get whoever local you preferred.

In our new home, we chose landmark. Glad we did, our fridge stopped working the week we moved in and Landmark covered it. We've used other warranty company's in the past and was denied a claim so I was skeptical that they'd find a reason to deny, but Landmark came through for us. When you buy a new home, make sure and choose landmark as the warranty company we sure are glad we did. Thanks landmark