Landmark Home Warranty Reviews

Have read here, and experienced this for myself, that they send a contractor out to "evaluate" the issue and then they have to get approval from Landmark to do the repair. This normally takes a day or 2 to happen. Then once they get approval, they send someone else out to fix the problem. Again a day or 2 later. So by that math, I am looking at 4-5 days from the initial submission of the service request to get anything fixed. In the 103 degree Texas heat....I DON'T THINK SO!!!! Do better Landmark.

They refused to cover us to fix our air conditioner in the middle of Arizona summer which was bad enough, then they said they would do nothing to help us when we decided we had no choice but to replace it out of pocket. Now the final straw: our over-the-range microwave. We were told there was $1,000 maximum when I called to place the service request when our microwave stopped working. They sent a contractor out to diagnose our microwave which is 16 years old.

They recommended replacing it which I was relieved to hear and assumed it would be easy. Contrary to what it says in our contract, I was told that they will give us $170 Lowe’s gift card toward the purchase of a new microwave and they don’t cover installation. That amount is not even enough to cover the purchase price of even the cheapest over-the-range microwave at Lowe’s, but then installation is $200. So here I am, once again, having to pay out of pocket for something I trusted my warranty would cover. Do not waste your money on this fraudulent warranty company!

I called landmark explaining the situation and I was told I have to pay 75$ again to submit another request so someone can come and see it. I pay 70$ a month, 75$ with each request, for what? In this heat alert in houston, no humanity! It was insane for me to pay them again for the same issue which was never resolved! I end up calling a guy the same day because I have 2 little kids who won’t stop crying and he came within an hour and fixed the problem and took 100$! We have been paying you for almost 10 years for what? We have never been pleased with your service but I think this was the last experience we needed and never gonna give you any business anymore!

They said they have to go by what ** says. I showed them on the accuweather website that it said the high had been 107 degrees today (see included screenshots). They said they can only go by current weather. Not sure how that makes sense? If I had been home to call a few hours earlier it would have been an emergency. Now it is not. It is supposed to be 111 degrees tomorrow. They said to call back tomorrow when it is over 105 and maybe they could help.

I asked if they could show me their "emergency policies" that they use to make these decisions. They said they are not available for consumers to see. How am I supposed to know that the person is following policy and not just being mean and not helping me when I can't read the policy? I asked if there was a supervisor I could speak to and was told that if I ask for a supervisor it would delay our AC getting fixed by several more days. Never heard that before?

Landmark would not tell me how long it will take to get the heater delivered. They would not tell me why the plumber didn’t get a purchase order for the heater they said was ordered. They would not disclose the name or location of the hot water heater supplier. They did not care that there were kids in the house taking cold showers. It will be five days since the heater broke and we still don’t even know when the new one will arrive. Customer service tells the same lies and excuses over and over again.

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.

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.

After three calls and being read the same scripted response, I am extremely frustrated as our unit has been broken and leaking water for over two weeks now. No sense of urgency by Landmark and no way to escalate the issue or call anyone else for help. I will NOT be renewing this warranty and will be selecting a different company with better reviews.

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.

Texas had that terrible storm, the Great Snowmageddon, about two years ago, and my water heater stopped working right after that. It was leaking all over the place. I called Landmark and they said, “Well, a plumber has to come out and say that it's leaking.” One, I was not living without a water heater for two weeks because that was the closest time they could get anybody to come out. Two, I was not going to leave it hooked up and running when it was leaking water, which means that maybe it was leaking gas also. I ended up having to replace it myself. I kept the water heater in hopes that I could get them to come out and certify that it was problematic, but they wouldn't do that. They just said, “Well, you took care of it, so it's your problem now.” That really pissed me off.

I've done my own research, the part is readily available from Carrier (or multiple other vendors), our contractor has a physical address that he has provided to the company (it's actually their contractor), and we've either been able to contact him or he has called us back within a couple minutes every time we've tried to contact him (again, he's the contractor they hired!). I cannot, in good conscience, recommend this warranty company to anybody. If I could give them zero stars and cancel them from the internet, I would. Horrible, horrible company.

I called Landmark. They told me that they were waiting for the contractor’s report. I said, “That's weird ‘cause he told me he's waiting for you guys.” I waited and waited. I finally called back. They said it was in some department. Then they decided that they didn't want to fix it. They said, “We'll give you $1,400." But it doesn't even come close to being able to replace it.

I called them in November because I hadn't seen my check and they said they had sent it out in October, on the 13th. I said I didn't have it. I said, “We're talking about two months for a claim to get resolved. It's really frustrating.” They said, “We'll send you an email, answer it back if you don't get the check by Thursday, ‘cause that's when it would have been a full 30 days.” I responded back and said that I hadn't gotten the check but I didn't hear anything from them.

Two days, I called back in and the guy said, “We can't help you, you'll need to go to the accounting department." I went over to the accounting department, which was the only one that was really helpful in the whole transaction. She said, “We saw it went out.” I said, “I know, but I've never seen it. I'm getting frustrated because I'm out a lot of money. I had to go in and replace it. I'm out double the money waiting for you guys.” I've worked with Landmark for a lot of years. But, in the last year, the level of service has really gone down the toilet. The communication is awful. You have one contractor, but that guy is very good. The last one I had, I've had him a couple of times and he was not so great. Very nice guy, but he's overwhelmed and really just needs to retire. But that's because of the way he responds.

I recommend Landmark if you're in the mindset to use a home warranty company. If you have an older home, it's worth it. They're reliable. I barely had to call customer service. I've been able to do the majority of things online. There is a service fee and it goes towards the cost of any services, the majority of repairs or things that have to be done if there are any. For us, it's been lower than a lot of the service fees to get someone else to come out if we call them independently.

As a second option I am offered a cash hand out of $681, an amount that is merely 50% of any new 50 gallons water heater of same specification. I even asked to find me a new water heater for that amount! I will go pick it up and install it myself. Just tell me where and how I can buy a new 50 gallon water heater for the amount. Of course the fraudulent and dishonest excuse they made is that "only they can buy a new heater at this price and it cannot be given to me". Proves the scam in itself.

I am given 2 absolutely unfair options that are absolutely against our contract and absolutely unacceptable. I do not agree with the bogus installation charges that their fraudulent contractor have quoted. I even offered to get an estimate from another contractor but I was refused because they only work with dishonest contractors that are their partner in this crime. Landmark Warranty Company is practicing absolutely dishonest and unfair business and it should be challenged and properly handled by authorities.