Landmark Home Warranty, LLC

Our combined microwave/convection oven was broken during a Dec-Jan kitchen renovation. Landmark immediately lined up someone to repair it. The work was done quickly, efficiently and effectively. Total kudos to Landmark for their end of the deal.

I've use two different major home warranty companies. I've had to use Landmark twice, both times the process was seamless and high quality. The first time however, the service company was the issue, trying to "up-sell" the service. This is never acceptable. The most recent time however, was again seamless with Landmark and the service company was excellent with high integrity. As with any company, they need to monitor their service providers closely.

I had this for 1 year. I will not have it again and will tell people to not use this company. They would not repair my drip pan as it was not covered in the warranty. He also said he couldn't tell me how to find the part. I had to pay someone else to come out and fix it. On top of the pointless $70.00, I already spent. When I called to set this apt up, It sounded as if the guy was still in bed.
They still charge the 70.00 fees to come out after nothing was done.
My toilet clogged. I called them they had someone come out. Again. $ 70.00.
They would not do any more than plunge my toilet to unclog it. (they only plunged. That's right) HE left. He would not even attempt to do anything else. I called and spent over an hour of my time on the phone for them to get another guy out. Landmark said they covered it. When they sent someone out again. It was the same guy. He said there wasn't a place outside to try to unclog it (didn't look) and said they couldn't go through the roof area. I told him Landmark said they covered it. He said well my company does not. (we found the outside drain and paid, once again, to get someone to fix it) SIDENOTE: They said if I wanted a different company I had to pay another $70.00.
So mind you 2 times at 140.00 so far they did NOTHING but take my money!!!!
This was a very bad experience for me.

Friendly and easy to work with. Highly recommended! Prompt service!

I've had three issues in the two years I had the warranty, and they satisfactorily handled all three. The first issue was a water heater, and I was not at all happy with the subcontractor they sent out. So I found my own plumber who did even extra work for less than 1/3 the quote of the original subcontractor. The second issue was the furnace, and we were very pleased with the subcontractor they provided for that job, and were satisfied with the work conducted. The third issue was re-keying, and we really liked the subcontractor on that job. For all three issues, I found Landmark very easy to communicate with and responsive to my issues. I would recommend in the future.

These guys are great at timeliness and availability. They have assisted in HVAC, Plumbing and now I find they will even do door locks.
As a Realtor I never really believed in the Home Warranty companies. Being a home owner it seemed they drove out to deliver an excuse as to why the work could not be done. Not Landmark they are all action.

Complaint: [redacted] I am rejecting this response because: home / [redacted] Style Definitions */ MsB [redacted] , The following facts you have presented are incorrect/lacking pertinent information pertaining to this complaint: The floors were not torn up by the contractorThe contractor was going to proceed with a wax ring install and reseating of the toilet until I insisted on pulling up the linoleum to inspect for mold damageI pulled back the linoleum in front of the contractor to identify any mold damageNote: This details poor plumbing practices on behalf of Landmarks agent [redacted] as said agent was going to reinstall toilet over molded subfloor with out subfloor inspection Original claim was submitted 12/30/and worked on 1/6/ The technician sent out 2/17/ found the leak after removing the toiletThe leak was not visible until the bowl was removedAs I stated in my warranty repair request there was no real evidence of a leak but the smellThe toilet was not loose but if [redacted] would like to maintain it was let this further detail Landmarks agents poor plumbing practices, as proper toilet installation should last longer that a yearNote: During my claim submission I stated a leak was not visible but that I had suspected a leak due to a pungent/sour smell I had noticed in the bathroom and could not find the source ofAdditionally I believe I somewhat confirmed the presence of moisture under the bowl to the Landmark phone rep after sliding a piece of paper under the toiletThe leak could have been present since initial installation on 1/6/and I will be happy to provide an expert on mold growth such as Microbiologist professional/expert if we must go to court Frankly mediation is not landmarks responsibility, problem resolution isLandmark has failed to uphold its end of my warranty claimI have paid for a service request and have not received service from the service requestAdditionally the 1/6/service by Landmarks agent has caused damage to my homeLandmark has partially taken responsibility for its agent “ [redacted] ” poor plumbing practicesLandmarks faulty workmanship led to mold damage of my homePrior to [redacted] I had no subfloor damage due to moldAs I have stated Landmark is responsible for its agents work regardless of any verbiage Landmark may provide attempting to justify otherwiseLandmark is party to the damages because Landmark selects, and initiates contact with the agents who perform repair on behalf of the contract Additionally Landmark is party to the damages due to its unique prearranged/contractual relationship with it agentsEvidence of relationship: To ensure you receive reputable and unbiased service, we have built an extensive network of Independent Contractors who provide service to our Contract HoldersLandmark does not permit its warranty holders to hire there own contractors to complete warranty repairs unless there are no “networked Independent Contractors” available for the service requested: (Cont.) “Our network, however, is not all-inclusive for every trade, in every townFor that reason, we may authorize or require you to contact your own Independent (out of network) Contractor directly to obtain serviceIf so, a Customer Care Representative will provide you with Independent Contractor requirementsLHW will authorize payment or reimbursement for approved service and/or repairs, based on our negotiated rates with our Independent (in network) Contractors and Supply Warehouses.”These actions listed and the contractual details listed above by Landmark directly involve Landmark in my repair claim and negate any indemnification of responsibility on Landmarks behalfLandmark should make sure it performs due diligence to ensure the problem is correctedThis may require Landmark to instruct its agent or “Networked Independent Contractor” to correct the problem, provide or have its “reputable and unbiased Independent Contractor” submit a claim to there insurance company to have the problem corrected, or hire another contractor to correct the repairRegardless Landmark needs to understand they are directly responsible home / [redacted] Style Definitions */ Bottom line: If the issue is not adequately corrected by Landmark or its agent “ [redacted] ” within the next days I will ensure the legal system sorts out contractual roles and responsibilities of Landmark, its Agents, and myself as a Warranty holder Respectfully, Chukwuma U***

Hello ***,Please accept my apology for the very frustrating service experienceI do understand the frustration stemming from receiving multiple responses from the customer service departmentI have taken time to research the claim involving your pool claimI do appreciate you taking the time to provide feedback on your experience and I assure you that this issue has not been taken lightlyI assure you that we always stick to the contract and all covered items every timeWe follow the procedures with each of our homeowners to be equitable in every situationThe diagnosis from the contractor and the home inspection report were thoroughly reviewedPer the home inspection report, the inspector did state; “lack of bonding at pump motor, blower, or other electrical equipment to the ground” and “water leaks in above-ground pipes and/or equipment.” This indicates a preexisting problemUnfortunately, the warranty does not cover for preexisting conditionsThis is the reason that the claim was denied.If you could provide me with proof of repairs after the home inspection and before you purchased the warranty, I would be happy to have this reviewedIt is not my intent to continue to find a reason to not assist youI do have to work within the parameters of the warrantyPlease feel free to contact me directly and I will work directly with you to address this issue.Best wishes,Elise N [redacted] | Online Reputation Manager | Landmark Home Warranty [redacted]

Hello ***, I am sorry this has been such a frustrating experience for youWe honestly do seek to always provide a positive experience for every homeownerI apologize for not clarifying the diagnosisThe denial initially came in that a spoon had been lodged in the unitHaving a spoon in the garbage disposal is improper use of the unitThe issue of the spoon caused secondary damage to the seals, and thus the leakingLandmark did not seek to cause confusion and has not changed the denialAn effort was made to simply expand on the diagnosis and reason for the denialAgain, I do apologize for the frustrationYou are welcome to reach out to me directly with any additional questionsThank you, Elise N [redacted] | Senior Reputation Specialist | Landmark Home Warranty [redacted]

We have had a home warranty with Landmark Home Warranty, LLC for several years and never called them for service until Jan 2020. When we called the customer service number to ask for appliance repair, it was clearly outsourced to another country. The individuals were extremely difficult to understand & spoke very rapidly. They did not listen to what the customer asked & they all read from a computerized script. They were unable to answer any questions including a definition of what was covered under the warranty. The service technicians were not local & were based 2 hrs away from our home. The service technicians did not contact us for 4 days. We called them & left several messages but they did not return our calls. Finally when they did contact us, we had to wait several more days for them to arrive.
Once technician did arrive, they brought the wrong replacement parts even though they had the correct model number. There was another time lag before the correct parts were installed & the appliance was repaired.
There was no one at Landmark to discuss our experience. We never reached a person, only outgoing messages telling us to leave our message on their voicemail. Perhaps 15 years ago when Landmark Home Warranty was first accredited by the Revdex.com, it was a reputable company earning an 'A" rating. Now it has deteriorated to the point that it now has 280 claims filed against them. The warranty contract is more expensive than many of the much better home warranty companies in business at the time of this review. Would not recommend Landmark Home Warranty to anyone.

Complaint: [redacted] I am rejecting this response because: the repair apparently was not done properly, because the same issue returned in less than a week Sincerely, [redacted] ***

Hi ***, I am sorry to hear that Landmark did not meet your expectation of serviceWe always seek to provide a positive claim experience within the warranty contractI assure you that your feedback is important to us and your concerns are not taken lightlyI researched the system notes and found that Debbie Bcontacted you a few times recently From: Debbie B [redacted] Sent: Wednesday, September 21, 9:AM To: ' [redacted] ' < [redacted] > Subject: C# [redacted] / Landmark Home Warranty Dear ***, I received your inquiry about cancelling your home warranty for the address of [redacted] I called and left a voicemail for you today but I know that for some of our homeowners it is easier to communicate via emailOur homeowners are very important to us and I would like to help you in anyways that I canI am sorry to hear that we could be losing your business, is there a reason you are wanting to cancel? You have made a one-time payment of $on 5/31/The warranty has been open and active for monthsWhich means you have months remaining on your warranty coverageThe refund is a pro-rated amount and is based on the # of months that you have remainingThere is a $cancelation fee and any funds that we have paid out to the contractor does get deducted from your refundAt this time, we do not see that you have had any active Service Request, so no amount will be deductedThe total refund that can be given is $If you would like to still cancel the warranty, please respond to this email and confirm the property address and phone number on the contract Once I receive this information I will cancel the warranty and submit for the refund of $If Landmark does not hear back from you the warranty will remain in effectThe warranty does not expire until 5/16/If you have any questions, please call Landmark at 866-306- Thank you and have a great day, Debbie B| Senior Claims Manager | Landmark Home Warranty From: Debbie B [redacted] Sent: Wednesday, September 21, 10:AM To: '***' < [redacted] > Subject: RE: C# [redacted] / Landmark Home Warranty [redacted] I deeply apologize for the frustration you have experiencedAt this time, we will be sticking with the refund amount as per your warranty has been open and active for 4th monthsPlease let me know where I can send the check so that we can get this processed for youOnce I have your address confirmed, please allow – business days for that check to arriveThank you Debbie B| Senior Claims Manager | Landmark Home Warranty From: Debbie B [redacted] Sent: Friday, September 23, 8:AM To: ' [redacted] ' < [redacted] > Subject: RE: C# [redacted] / Landmark Home Warranty [redacted] I never received your confirmation or your address to verify if you still wanted to move forward with your cancelation If you are wanting to still proceed with the cancelation, can you please reply with your address so that I can get this taken care of for youThank you Debbie B| Senior Claims Manager | Landmark Home Warranty Landmark will refund your remaining warranty amountDebbie is currently waiting for you to verify the name on the check and the address you wish the check to be sent toI hope this clarifies the disconnectI do understand that it can be frustrating to have extra costs that you did not expectI know it can be frustrating when something is not listed as a covered item under the warrantyI understand that this has been experience has been inconvenient for youWe honestly do our best to take care of our homeownersPlease contact Debbie to verify the information on the check and it will be processed immediatelyRegards, Elise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Had great experience and service so far!! The contractors they use to complete service requests are excellent and they have been very good about approving repairs and follow up service appointments.

My refrigerator broke. The repair cost would exceed the cost of replacing the refrigerator. The landmark Home Warranty requires that them to either repair or replace it. They refuse to do either, and offered me $127.00 in violation of the terms of the contract.

This warranty is useless. It is a scam. They know they are breaching the contract. I recommend that you not buy the Landmark Home Warranty.

[redacted] ***, Landmark understand that a major cost like this is extremely frustrating and not easy to swallowYou received a new all in one package unit, that had extensive installation requirements due to accessThe contractor's breakdown that I received directly from the contractor is belowOn this, I do see where human error got the best of this situation and there are a few things that we should cover The break down in costs: $To disconnect the old system and reconnect the new system$Additional materials to make new transition$evacuate reclaim and dispose of refrigerant and permit$disposal of old system$Crane fees$electrical disconnect and wiring, this is a difficult install due to the elbow being foamed in and old unit is an over under system The items Landmark would be responsible for is the disposal of the old system up to $Again this is per the contract termsAdditionally, we are unsure if the electrical disconnect and wiring were actually in failure however, due to us not knowing if it was in failure, Landmark will take the cost of thisLandmark will absorb a cost of $which is what the contract obligates usThe total you would be responsible for to pay the contractor is $2920.00, which includes the crane fee that was already paid by you We know this is frustratingLandmark seeks to leave every homeowner with a positive experienceAgain, I see where Landmark made a mistake in quoting you the out of pocket expenses, and we are happy to pay those items that would normally be covered under the warrantyThank you, Customer Relations Manager

Hi [redacted] , I apologize that this service request was so frustrating for youIt is clear that this issue is important to youThank you for sharing your thoughts on this issueHere at Landmark we strive to do our best every timeYour feedback is important to LandmarkYour concern is not taken lightlyWe always stick to the contract and all covered items every timeWe follow the procedures with each of our homeownersLandmark seeks to always create a positive claim experience in a timely mannerWe follow the guidelines of the contract as to be equitable to all of our homeownersPer the contract: Section - DTHIS CONTRACT DOES NOT COVER: #- CODE UPGRADES/ TOXIC MATERIALS/ PERMITS/ DISPOSAL: If upgrades are required, LHW cannot perform service until you complete corrective workIf additional costs are incurred in order to comply with regulations, we will not be responsible for the added expense, nor will we pay any cost relating to permitsLHW will not perform services involving hazardous or toxic materials including, but not limited to, Asbestos, Mold, Lead Paint, or Sanitation of Sewage Spills, nor will we pay costs related to recapture and/or disposal of Refrigerator/Freezer Refrigerants, Contaminants, Hazardous or Toxic Materials, Systems or Appliances #- REPAIR/ REPLACEMENT/ UPGRADING: LHW is not responsible for delay in obtaining parts or replacement equipmentWe reserve the right to repair and/or replace systems and appliances with non-original manufacturer’s parts, including rebuilt or refurbished partsWe reserve the right to obtain a second opinion at our expenseWe will not upgrade any covered itemWe are responsible for providing installation of equipment comparable in features, capacity and efficiency, but not for matching in dimensions, color, or brandWe are not responsible for the cost of construction, carpentry, or other modifications made necessary by existing or installing different equipmentWe reserve the right to provide cash in lieu of repair or replacement in the amount of our actual costWhen providing cash in lieu of replacement, installation is limited to one hour of laborPayment will be provided based on our negotiated rates with our Independent Contractors and Supply Warehouses, which may be less than retailWe are not responsible for work performed once you accept cash in lieu of serviceIf we provide reimbursement or cash in lieu of service, the approximate time to issuance of a check is business days #- LHW is not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system, or appliance, or component, or part thereof, or with new type of chemical or material utilized to run the replacement equipment; including but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by Federal, State, or Local Governments (except noted in Central Air Conditioning) I understand that Landmark and the contractor were waiting for you to approve the out of pocket costs before the work was completedUnfortunately, the approval from you was delayedI am sorry that your claim did not go as expectedI do understand that it can be frustrating to have extra costs that you did not expectWe know it can be frustrating when something is not listed as a covered item under the warrantyI understand that this has been inconvenient for youWe honestly do our best to take care of our homeownersPlease let me know if I can be of further service Best wishes, Elise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Complaint: [redacted] I am rejecting this response because: The message states that it is still being investigated and escalated within the company Once I get a final answer then I will either accept or reject I will await the final outcome The wording is very generic The contact has asterixes for a number of different items, but does not for the salt water swimming pool section It leads the purchaser to believe that if they pay double the amount for Salt Water coverage that they will have a limit of $ But conveniently this ambiguity is used to leave wide interpretation There is a definite line about mandatory arbitration which leaves no ambiguity what so ever Otherwise I would see you in a small claims court where I am fairly certain I could clear up this uncertainty But again, Landmark was sure to put that very clear message that doesn't allow me to use that course of action But I will follow up with the arbitrary company to see what avenue that will open up Sincerely, [redacted]

This company has their tagline as "taking the hassle out of homeownership." That is absolutely false. Hassle in the dictionary is defined as irritating inconvenience. Having no hot water and my water heater leaking going on 3 days now is an irritating inconvenience, one that they have no intention of swiftly resolving. The irritating inconvenience is having to deal with these people.

I put in the claim IMMEDIATELY upon realizing the problem with the water heater it was late Fri night. Their website prompted me to call if it was an emergency, a leaking and not functioning hot water heater fits that bill in my opinion. Apparently it is not an emergency and she starts asking me insane questions like is my house under 35 degrees inside (if this is their HVAC standard that's crazy). The lady asks me if I called the contractor, mind you, it was 1230am, 20 min after I put in the claim and hadn't even received that info yet. The contractors number, the company (which is called 4 Rs Plumbing and drain) can't be found anywhere in any listing and the number leads to a personal voicemail of a person named Liz. They also gave me an email which I also emailed.

They send several emails urging you to call their 24/7 number if the hot water heater fails, however, when you speak to the person on the phone they basically say that is a formality. They also send you reminders to "Please schedule your appointment" when you are obviously not able to. I called back after one of these emails the next morning, Saturday morning, hoping the first person was misinformed and confused. She puts me on hold while she says she is finding out if any of the contractors are open on the weekend. There are not any that are she tells me.

I have someone come out, I'm in Austin and there are PLENTY of plumbers that work on the weekends here. My expansion tank was full of water and some pipes needed to be replaced, but after doing this it was clear that the leak was coming from inside the tank and the water keeps filling the pan. Landmark does not want to re-imburse me for any of this even after acknowledging via email it was required prompt attention, and get this, said to me that I could've called the 24 hour line! Which I did, TWICE.

I call back this morning about 930-10am. I had not heard from the 4Rs company that seems to not exist on any website, facebook, yelp, etc. She gets me an appointment tomorrow with a company called PipeDoctor 24/7. So after all there was a contractor that works the weekends? Also on yelp they are rated 1 star, so that's fun. Meanwhile, no hot water.

I would be perfectly happy taking a cash out on what they would pay their contractor to do this and a reimbursement for the stuff I already had done at the rate they would have paid their contractor. It's all documented by photos by the other company. I can get this done swiftly and with LESS HASSLE myself. I am going to be making complaints to the local Realty association, and to Texas state under the Deceptive Business Practices act. If you live in Texas please make these complaints.

https://www.texasattorneygeneral.gov/consumer-protection/file-consumer-complaint...⇄

I should have cancelled the contract after my last air conditioner issue but I didn't, so here we go again this time with a plumber. I believe this company finds the cheapest subcontractors they can find to keep their profits as large as possible.
The plumber said they would be here between 8am-12pm. The plumber moved my appointment to a 12pm to 4pm window without a phone call confirmation, just a text I didn't see, I never confirmed it. Once I noticed, I called the plumbing company directly at their office and said that time will not work, so I rescheduled for two days later. Just as I was leaving my house the plumber ended up showing up at my house on the original day in the afternoon when I said it wouldn't work. He asked to at least come in and take a look at the leak, which I did. The plumber said in addition to the $70 service fee they would have to charge me $75 for cutting a hole in my sheet rock that would take me less than 2 minutes, at this point kicked him out of the house and I will be cancelling my worthless warranty that LandMark nickel and dimes their customers for. Hey LandMark, how about you reimburse me for the half day I wasted to wait for your subcontractor? I began typing this comment after I called LandMark to cancel my warranty, I've been on hold the entire time, must be a lot of people calling to complain (now at 17 minutes).

[redacted] , I appreciate you reaching out to Landmark via the Revdex.com for your service requestI am concerned you have had a negative experienceI want to assure you that I have reviewed your service request in detail, as well as your contractIt is my job to represent the warranty in an equitable way to all homeowners, as well as advocate for them should we be in the wrongI am happy to do just that for youI see in your Revdex.com complaint, that you have had your own contractor out there to fix a problem that may have been misdiagnosed, and your request is to have that reimbursedI would be happy to review the itemized invoice from that contractor, to determine if there is anything Landmark can assist withWill you please submit the itemized invoice to me, so that I may gather additional information for your requestThank you, Candace P [redacted] cp***@landmarkhw.com