Landmark Home Warranty

I had an issue a year ago with a microwave and there was some communication with one of their employees that was let go because he was unprofessional on the phone and they went above and beyond to resolve the issue and make sure everything was taken care of after that. But they're good about their contractors, if there's something wrong with the contractor or a contractor doesn't get in touch with us. They're good about following up and making sure that either we get somebody new sent out or that the contractor gets in touch with us.

The cost is manageable. We spend between 50 and 60 a month to have the service, and it's $60 a service call. But we've had a ton of our stuff covered. We've had a microwave go out twice since we've been in here. We've had a water heater replaced. We've had furnaces checked and fixed. Dishwashers, fridge, tub faucets, and plumbing, tons of stuff that have slowly gone out in the house over time. And Lanadmark was good about covering them once I pay that $60 deductible.

The last people that came and did a furnace tune-up, did an excellent job, and were very thorough. It's just sometimes you get that, and sometimes you don't. I understand that there are varying degrees of technical expertise in companies though. The good thing is Landmark tried to identify a company that was Lennox-certified and got their technicians out. So, at least Landmark kept on the problem and they kept trying to fix it, and it wasn't really their fault that so many technicians weren't very competent. Landmark has done a great job. The service department is responsive. It's not cheap, but it’s paid off in the long run. I got a new furnace and I've got a dishwasher fixed. I got the overhead garage door fixed. I got the washing machine fixed. So, I don't mind paying $70 a month if it pays off in the long run.

Then, the very unfortunate situation with our dishwasher. We decided to have them ship us a new one, but when it arrived, it was damaged. We couldn't tell it was damaged until we paid a contractor to install (Landmark doesn't pay for install), turned it on, and water ran everywhere. That was more than 2 months ago, and we're still waiting for them to pick up the damaged dishwasher and bring a new one. We keep getting told the new one is "2 weeks out", which has happened at least 4 times. I asked them to cancel the order and just send a replacement check, which had been an option at the time; we can have a dishwasher here and installed within a week.

But, they say--we can't go back. We can only have this particular brand and model, and it can only come from this particular distributor. It's out of their hands, they say. The department that is in charge of this is only reachable via email, making communication cumbersome and slow. It IS very aggravating, as others have mentioned, that when you call customer service you have to go through the whole address verification process...EVERY. TIME. Even when you called them a half hour ago. After 10 minutes of this, and being put on hold several times, they just tell you that they can't help and the other department will have to email.

This is not the LHW I used to tell everyone about. Now I've starting telling everyone, including you, NOT to use them. Very disappointing and sad. Contract prices have risen substantially as well, so much so that I am probably not going to continue with them. I'll keep the now pretty stiff fee and save the frustration as well.

After calling again, I was told that it would take 3-4 days for the parts to arrive to complete the needed repairs. After calling again after 3-4 days have passed, I was told that the parts would now take 3-4 business days. Of course I am angry, and upset at the lack of complete transparency and communication provided from your team in notifying me of every update because my family and I are forced to live in a home with temperatures close to 100 degrees in Houston, Texas and that is with fans blowing! After calling again on yesterday (Monday 7/31/2023) I spoke with a representative by the name of Ritzie and we were on the phone 1 hour and 30 minutes.

I first noticed how nonchalant Ritzie was in getting the purpose of my call resolved. While I understand that you have to use filler conversation in customer service that has absolutely nothing to do with the point of the call, I was completely agitated by the fact that the representative sounded like she had a complete sense of euphoria when I told her my name and gave her my email address. My name is associated with a famous singer and how ironic is that for me to actually be a singer. When prompted to give her my email address of ** she completely lost train of thought and went overboard with linking my name to my email address again! Again I was annoyed at this point because I wanted to get straight to the point in explaining the reason for my call.

After going in circles for a moment, I explained to her that my family and I are completely inconvenienced by the thought of having to wait to complete the necessary repairs on my AC. I asked Ritzie to check the status of my work order. After checking her internal correspondences, she explained to me that there would then be a 6-10 week wait to get my AC fixed due to shipping delays of the parts needed for repairs.

At no point was I notified of this additional convenience. With all of the available communication methods, I could have been notified by phone, via email, text message, voicemail, etc,..I had to make an additional call to get this disturbing news. I am completely outraged! Why is it that my family and I have to suffer for this long to get a simple work order completed? This is an urgent and immediate situation that needs to be resolved ASAP! I have been with Landmark for close to 2 years since closing on my home and have regretted that decision until this day. All 4 of my children suffer from asthma and with the deadly heat here in Houston, Texas, I have anxiety each day at the idea of residing in home with close to 100 degree temperatures WITH FANS IN EACH ROOM!!!!

I have also caused tremendous stress and anguish upon my mother-in-law as she has had to allow all 6 of us (my husband, myself, and 4 kids) to spend a couple of nights in her home to limit any future pain and suffering from the Texas heat. This had led to her consistently asking us when will the repair be done. I am deeply saddened as I know that this has caused a major inconvenience for her with all of us living her home, a home that she shares with her son.

I looked up on Amazon.com the amount of the parts needed for the repair and found it available. But why is it that it seems to be taking a longer time Landmark to get the needed parts from their manufacturer? Please explain this to me! I asked Ritzie to assist me with resolving this situation. I have patience in my profession and life but I have NONE when it comes to this life and death situation that involves my family. WE ARE STRESSED, TIRED, AND COMPLETELY EXHAUSTED!!!! I cannot stress this enough.

I asked Ritzie for solutions because I will be changing companies. The only solutions that she offered was for me to go out and buy window AC units, keep the receipt, and email the receipt to an email address that she would be providing to me so that I would be reimbursed. How is that helping me and my family and assuming that we have at minimum of $200 to buy window units for a 4-bedroom house? With school starting soon and with it being the first of the month who has that kind of money just laying around in house that they purchased and while having a warranty company established since day 1? This is outrageous!

Another solution offered was to get a hotel room for about 5 days while the repairs are finished. AGAIN, WHO HAS THAT KIND OF MONEY JUST LAYING AROUND???????? Another solution offered was for me to wait an additional 7-10 days to be provided with a "CASH IN LIEU" voucher to be mailed out to me to only be used if I find a company who is able to make the repairs. When asked, I would not even know how much the voucher would be and the amount would be determined by Landmark.

My kids are suffering, my husband is suffering, I am suffering, we have gotten ill, and we no longer will content in our home. There are people dying from the dangerously high temperatures and I find myself losing sleep each night because I am waking up every 2 hours checking to make sure that everyone is breathing while still having to get up at 5am to go to work. We deserve better. I believe that Landmark has not taken any accountability for dropping the ball on getting my AC fixed.

I contacted Preferred Heating and Cooling when I got off from work only to be told that I would have to call back at around 8 or 9 the next morning, as they were "unable to get into the computer to provide me with an answer." Again I am utterly disappointed and equally disgusted. What company waits until you call many times for a complaint to now explain to you that there would be additional time needed to make the repairs due to shipping? SHOW ME THAT IN THE CONTRACT!!!! This is unacceptable.

I have also purchased 2 additional fans for the home from Walmart on last night for the children to feel a sense of comfort. Can you imagine taking a cold shower to get out of the shower and be sweating??? I'm sure that you may not know what that is like. The heat has also led to various items in our home melting like my makeup. Cleaning my home is now a greater task because with the windows up and doors open, hot air is still blowing!!! Can you imagine living like that?

I suggested that Ritzie contact Cowboy Heating and Cooling which was the last company that we used in March to make the repairs and they were excellent. Rather than doing that, she stated that "I refused all options." But did she really exhaust all available options needed to take care of my issue? I feel humiliated, embarrassed, and deeply saddened by all that my family and I have had to endure only for the issue to still not be fixed. I have yet to be contacted with an update. But as a regular customer, Landmark sees no problem to taking my payment out every month on the 2nd.

I hope that this issue will be resolved quickly as we are up against a clock. As we prepare for school to start in just a few days, I am not prepared to live like this, with no air conditioning. Something MUST be done to fix this or maybe I should call my lawyer because it is clear that Landmark only cares about the money and not about the customers.

Denise

Their response to negative reviews is that they really care, but it is just talk. This latest work order cost us time, money, unnecessary stress and anxiety. We received no response to our emails and they didn’t seem to care when it would be fixed. The contractor they hired had 48 hours to diagnose, 24 hours to submit the findings, 24 hours to wait for approval And was going to wait 3-5 days for parts until we pushed for overnight shipping. The entire experience was something no one should ever have to endure, especially senior citizens.

My reason for cancellation? Landmark's uncanny ability to utilize loophole verbiage in my policy to avoid repair of a drip pan on my AC unit. Therefore - they covered nothing and I ended up purchasing a new AC unit -- at my own expense. The reason we had the policy was for the AC unit. Fine. Whatever. But for Landmark to then turn me over to collections for an error they made -- ridiculous. Especially since they had all the information they needed to correct the error. They received years of premiums from me and have made a lot of money from my account. My advice -- avoid Home Warranty companies -- but if you must -- avoid Landmark Home Warranty.